Dennis Costea Jr.
ITSM Analyst, ServiceNow
- Virginia Beach,
- Virginia,
- United States of America
Member Since: 2007/03/15
Industry: Computer & IT
Top Skills:
Tech Certifications:
Enjoyed lengthy I.T. assignments, researching issues & aiding Support teams.
More bio
Full Biography
March/April/May 2023: I affiliated myself with a NEW Social-media platform named, "Conscious Commons (.io)" with the aim on improving the online landscape through sharing positive, optimistic and encouraging knowledge, articles and commentary. See my 'Blog' URL in the profile here and "Join" using https://partners.joinconsciouscommons.io/1838189/ if you want to help "Be the Change" in the virtual world we share! ~ Initial 14-day trial memberships are FREE and a supporting membership level is only $7 per month.
Conscious Commons is also seeking "Thought Leaders" to promote positivity and solutions to everyday challenges as well as the long-standing philosophical quandaries of humanity. Can you be one of those persons? ~ Contact: hello@consciouscommons.io to introduce yourself and share whichever skills, talents or ideas YOU believe may improve the world we share!
February 2022: I am a computer literate, experienced knowledge manager with team building skills able to enhance the quality of any work environment. The idea of working inside "Technology" is often more appealing than actually doing it!
Languages
English
Full Professional Proficiency
Activity
Education
Stratford University
Bachelor of Science (current student)
Cybersecurity
2013 – 2013
Started this program but, everyday living demands and very low financial resources prevented me from continuing it.
Community College of the Air Force
Career field certification
Aircraft Systems, Avionics, Flight Controls, Aircraft Guidance, Aircraft Communications
1990 – 1997
• Performed on-aircraft configuration, preflight check, maintenance and troubleshooting activities within the secured area of the flightline.
• Duties included analyzing built-in test (BIT) indicators, performing routine operational checks, debriefing pilots regarding aircraft performance upon sortie completion.
• Removal and replacement of improperly functioning avionics equipment (input controls such as flight control stick, flight surface control mechanisms, positional feedback devices, gauges and other types of sensors).
• Position also including the operational testing of radio communications equipment and radar transmitting / receiving equipment.
• Duties included analyzing built-in test (BIT) indicators, performing routine operational checks, debriefing pilots regarding aircraft performance upon sortie completion.
• Removal and replacement of improperly functioning avionics equipment (input controls such as flight control stick, flight surface control mechanisms, positional feedback devices, gauges and other types of sensors).
• Position also including the operational testing of radio communications equipment and radar transmitting / receiving equipment.
Princess Anne High School
Diploma
Industrial Arts, Physics, Computer Science
1981 – 1984
Professional Background
Contract I.T. Support Services
Acara Solutions (formerly Superior Group)
July 2014 – March 2018
Virginia Beach
• Services to the client (ENGILITY) included system image loading (via Ghost) and computer network Domain services.
• Tools: Quest ActiveRoles, Pointsec for PC full-disk encryption, Symantec Endpoint Protection security, Root Certificate installation, RSA "SecurID" Security Console administration, BOMGAR, Airwatch Console duties.
• Corporate computer network and Enterprise-connected peripheral device support including a variety of Smartphones, tablets and Microsoft Surface hardware.
• In-person and remote support of a multiple corporate satellite locations as an individual contributor.
• All issues managed using the ManageEngine ticketing system.
• Immediate area responsibility included 169 clients and the computers, accounts, key-fobs and networked resources accessed daily.
• Performed logistics management of site resources, research on emergent and novel issues and supported personnel visiting from other offices.
• Software/ hardware environment: Windows 7, Apple OS, Ghost, Quest ActiveRoles, Pointsec for PC Full-disk encryption, Symantec Endpoint security, BOMGAR, AirWatch Console, Root Certificate installation, RSA "SecurID" Security Console, ManageEngine ticketing system.
• Enterprise operation scale: 6 to 8 Corporate operating locations, various temporary deployment sites, world-wide travelers.
• Tools: Quest ActiveRoles, Pointsec for PC full-disk encryption, Symantec Endpoint Protection security, Root Certificate installation, RSA "SecurID" Security Console administration, BOMGAR, Airwatch Console duties.
• Corporate computer network and Enterprise-connected peripheral device support including a variety of Smartphones, tablets and Microsoft Surface hardware.
• In-person and remote support of a multiple corporate satellite locations as an individual contributor.
• All issues managed using the ManageEngine ticketing system.
• Immediate area responsibility included 169 clients and the computers, accounts, key-fobs and networked resources accessed daily.
• Performed logistics management of site resources, research on emergent and novel issues and supported personnel visiting from other offices.
• Software/ hardware environment: Windows 7, Apple OS, Ghost, Quest ActiveRoles, Pointsec for PC Full-disk encryption, Symantec Endpoint security, BOMGAR, AirWatch Console, Root Certificate installation, RSA "SecurID" Security Console, ManageEngine ticketing system.
• Enterprise operation scale: 6 to 8 Corporate operating locations, various temporary deployment sites, world-wide travelers.
Deskside Support Representative
Artech Information Systems
April 2014 – August 2014
Virginia Beach
• Completed the receipt, data back-up, system image loading and preparation for shipment of desktop and laptop computers under contract to IBM as part of an on-going effort for the AVIS Budget Group of companies.
• The computing hardware included IBM / Lenovo and Hewlett-Packard (HP).
• Assisted in the timely delivery of desktop and mobile technology services with Contract team members varying between 6 and 12 individual contributors.
• Customer service and project documentation.
• My efforts supported the project manager and 3 permanent staff in meeting both budgetary and operational metrics.
• Answered incoming calls related to the technology Refresh project and arranged project timing accommodations.
• Numerous remote client offices could not operate without the retiring computer asset.
• Spreadsheet management of inventory, documentation of task status such as (1.) pending receipt, (2.) received, (3.) in-progress, (4.) delayed and (5.) completed/shipped.
• Utilized Symantec online support resources in the effective remediation of instances where software would not install correctly.
• The computing hardware included IBM / Lenovo and Hewlett-Packard (HP).
• Assisted in the timely delivery of desktop and mobile technology services with Contract team members varying between 6 and 12 individual contributors.
• Customer service and project documentation.
• My efforts supported the project manager and 3 permanent staff in meeting both budgetary and operational metrics.
• Answered incoming calls related to the technology Refresh project and arranged project timing accommodations.
• Numerous remote client offices could not operate without the retiring computer asset.
• Spreadsheet management of inventory, documentation of task status such as (1.) pending receipt, (2.) received, (3.) in-progress, (4.) delayed and (5.) completed/shipped.
• Utilized Symantec online support resources in the effective remediation of instances where software would not install correctly.
Enterprise Site Support (PC/Network 2)
Northrop Grumman Information Systems (NGIS)
June 2006 – August 2010
Virginia Beach
• Position as 1 member of the I.T. Computer Service Center staff for major international defense engineering and training corporation.
• Supported numerous software applications by Microsoft, DameWare, GuardianEdge encryption, Symantec and Zone Labs.
• Operational Research Consultants (ORC) Public/Private Key Infrastructure (PKI) certificates, Smartcard IDs, Altiris, Nortel Contivity and Northrop Grumman proprietary solutions.
• Hardware support and remediation focused on the DELL, Hewlett Packard and ViewSonic brands of desktop, mobile and display technology.
• This job demanded a focus on the varying ways individual teams use technology for different objectives.
• Enterprise operation scale: Approx. 4,500 to 2,400 users in a wholly owned subsidiary. Parent corporation: 80,000 to 100,000 deployed PCs.
• Supported numerous software applications by Microsoft, DameWare, GuardianEdge encryption, Symantec and Zone Labs.
• Operational Research Consultants (ORC) Public/Private Key Infrastructure (PKI) certificates, Smartcard IDs, Altiris, Nortel Contivity and Northrop Grumman proprietary solutions.
• Hardware support and remediation focused on the DELL, Hewlett Packard and ViewSonic brands of desktop, mobile and display technology.
• This job demanded a focus on the varying ways individual teams use technology for different objectives.
• Enterprise operation scale: Approx. 4,500 to 2,400 users in a wholly owned subsidiary. Parent corporation: 80,000 to 100,000 deployed PCs.
Security Officer Sr. (Armed)
Lockheed Martin IS&S
January 2003 – March 2005
Reston, Virginia
Security Clearance position.
Service Assurance Management Specialist
Verizon Internet Services, Inc.
October 1999 – October 2002
Reston, Virginia
• Systems / Software Engineer assisting in high-speed Internet network management from Points of Presence (POP) to border routers.
• The Service Assurance Management Center (SAMC) was an issue verification starting point for Network Operations Center (NOC) escalations in a 1 million subscriber network.
• Managed 90% of customer communications (e-mail delivery and network status reporting).
• Managed or improved 90% of customer account technical processes using analysis, technical knowledge management, and technical (operating system, firmware and hardware) troubleshooting.
• I also authored over 250 e-mail response "Template" documents over 2 to 3 years.
• Trained Texas-based employees of GTE in Service Assurance Management Center (SAMC) duties when those responsibilities transitioned to their former GTE Internet office location.
• Our team received an award during Verizon's ADSL account growth period before the GTE merger.
• Enterprise operation scale: U.S. national, Consumer level, 1 million to 2 million customer accounts.
• The Service Assurance Management Center (SAMC) was an issue verification starting point for Network Operations Center (NOC) escalations in a 1 million subscriber network.
• Managed 90% of customer communications (e-mail delivery and network status reporting).
• Managed or improved 90% of customer account technical processes using analysis, technical knowledge management, and technical (operating system, firmware and hardware) troubleshooting.
• I also authored over 250 e-mail response "Template" documents over 2 to 3 years.
• Trained Texas-based employees of GTE in Service Assurance Management Center (SAMC) duties when those responsibilities transitioned to their former GTE Internet office location.
• Our team received an award during Verizon's ADSL account growth period before the GTE merger.
• Enterprise operation scale: U.S. national, Consumer level, 1 million to 2 million customer accounts.
Quality Assurance Analyst
DigitalCity.com (Aol)
January 1999 – September 1999
Vienna, Virginia
• E-publishing tool Quality Assurance specialist responsible for monitoring 11 content serving Unix-class servers in a redundant environment.
• DigitalCity used the AOL company's AOLServer environment and was heavily invested in Tcl scripting for server-side processes.
• Team member of the business affiliate Q.A. Helpdesk team I answered affiliate calls, documented, researched and escalated issues.
• Participated in 24-hour, rotating on-call pager duty and quality checking features of DigitalCity.com a minimum of 3 times daily.
• Our team consisted of 5 individual contributors and 1 manager dedicated to these tasks.
• DigitalCity's primary competition at the time was MSN's Sidewalk (now City Guides) and this necessitated a rapid-fire pace of development.
• DigitalCity used the AOL company's AOLServer environment and was heavily invested in Tcl scripting for server-side processes.
• Team member of the business affiliate Q.A. Helpdesk team I answered affiliate calls, documented, researched and escalated issues.
• Participated in 24-hour, rotating on-call pager duty and quality checking features of DigitalCity.com a minimum of 3 times daily.
• Our team consisted of 5 individual contributors and 1 manager dedicated to these tasks.
• DigitalCity's primary competition at the time was MSN's Sidewalk (now City Guides) and this necessitated a rapid-fire pace of development.
Sr. Technical Support Specialist
InfiNet, LLC
January 1996 – January 1999
Norfolk, Virginia
• Business and consumer level end-user technical support, including dial-up access.
• Personal web page development (hand coding HTML), for both employees and the customer base.
• Assisted the U.S. customer base with the use of FTP, NNTP and other less well-known computer protocols.
• Intranet knowledgebase management using a Lotus Notes based in-house system.
• Unix/Irix based Internet publishing tools.
• Began this position as a Technical Support Representative and was promoted by interview and written examination to Senior Technical Support Representative after 5 months.
• Sr. Technical Support Representatives were inter-departmental "champions" included with ALL customer-impacting issues, hand-carrying or shepherding emergent or critical service issues to the identified Escalation point 24-hours per day. Sr. Techs. were available on every shift.
• I reported directly to the Technical Support Department Manager on issues such as process improvement, training and customer support web content.
• The 24-hour call center also served as primary point of contact for U.S. computer Network operations (NOC), systems engineering issues.
• Personal web page development (hand coding HTML), for both employees and the customer base.
• Assisted the U.S. customer base with the use of FTP, NNTP and other less well-known computer protocols.
• Intranet knowledgebase management using a Lotus Notes based in-house system.
• Unix/Irix based Internet publishing tools.
• Began this position as a Technical Support Representative and was promoted by interview and written examination to Senior Technical Support Representative after 5 months.
• Sr. Technical Support Representatives were inter-departmental "champions" included with ALL customer-impacting issues, hand-carrying or shepherding emergent or critical service issues to the identified Escalation point 24-hours per day. Sr. Techs. were available on every shift.
• I reported directly to the Technical Support Department Manager on issues such as process improvement, training and customer support web content.
• The 24-hour call center also served as primary point of contact for U.S. computer Network operations (NOC), systems engineering issues.
Level Progress
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Overall7
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Windows OS3
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Hardware2
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Networking2
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Windows 102
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Outlook2
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Software2
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Exchange2
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Databases2
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Email Clients2
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Miscellaneous1
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Windows XP1
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Email Software1
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Microsoft 3651
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Active Directory1
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Web Development1
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PC1
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Email Servers1
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Encryption1
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Networking Hardware-Other1
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Cloud Computing1
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Desktops1
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Laptops Notebooks1
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Windows Server 20031
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Microsoft Server OS1
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Azure1
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Cisco1
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DNS1
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Fonts Typography1
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VPN1
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Web Development Software1
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iPad1
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iPhone1
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Installation1
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Microsoft1
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Chat / IM1
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Facebook1
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.NET Programming1
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Consulting1
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Google1
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Network Architecture1
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Network Management1
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Network Security1
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Operating Systems1
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Scripting Languages1
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Server Hardware1
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Social Networking1
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Twitter1
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Windows Server 20081
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Wireless Networking1
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Java1
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Windows 111
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Microsoft Office1
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Microsoft SharePoint1
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Voice Over IP1
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AWS1
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Dell1
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Enterprise Software1
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Images and Photos1
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PostgreSQL1
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Windows Server 20121
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Adobe Creative Suite CS1
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Camtasia1
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MultiMedia Applications1