Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dillian Tierce

Knoxville

Summary

To contribute my knowledge, skill and abilities with full devotion for the betterment of organization.

Overview

24
24
years of professional experience

Work History

Tier I/Tier II/Lead/Supervisor

SAIC
11.2005 - Current
  • My responsibilities have included front line action as in troubleshooting hardware and software issues by working tickets in queue, handling front-line calls, and email issues
  • My duties now include management responsibilities as far as queue monitoring, Outage tracking, Pr1/Pri2 case monitoring, agent coaching, constant agent interaction, KB article review and creation, and process improvement
  • Provide IVR upkeep/policy enforcement, technical and agent guidance and I work on internal service projects
  • Responsible for the recruiting and interviewing and hiring of new service desk personnel
  • Provide backup for my manager
  • I have been responsible for the individual training for over 40 agents for the Marathon and Calpine desks in regards to Marathon Service Desk support
  • Helped briefly on the stand up of the EPA, VITA and Toyota desks as well as the Vicksburg project
  • Was the project lead in transitioning and absorbing the former MarkWest helpdesk into the MPC helpdesk This included working and spearheading the integration of ServiceNow into Remedy
  • Was also a part of the transition from the Andeavor acquisition in which we took on an additional 16,000+ users from their in house service desk
  • I have worked with over 1200 applications such as MS Office, Mainframe, CITRIX, SAP, Sharepoint, Active Directory
  • Worked as the lead for our application testing team
  • Have designed multiple Remedy and ServiceNow test plans for releases that have been implemented in past years
  • Worked in tandem with the tools and development teams to test and coordinate multiple software releases
  • Worked as POC/tester for multiple DR exercises

Mainframe

Rite Aid Corp
09.1999 - 05.2005
  • Responsible for 3,800 pharmacies on a Sco V Novell network
  • I have worked in environments using equipment such as Win2NCS, Microsoft CICS Mainframes, 3270ACII, UNIX, and Novell
  • Duties performed include troubleshooting hardware as well as software for printers, dump terminals, VSAT, power suppliers, hubs, port adapters, and Scriptpro, and resolving cabling issues system network architecture (SNA software), configuring printers, modifying profiles, resetting passwords, and other software related problems using UNIX, Windows NT, and Windows 2000 Embedded.

Education

General studies during spring and fall semesters -

HACC

HDI Certified Help Desk Professional - undefined

Diploma - undefined

Shippensburg Area High School
1997

Skills

  • Excellent leadership and communication
  • Knowledge and Experience in ITIl processes and procedures
  • Incident Management
  • Team Management
  • Continual Process Improvement
  • Recruiting,interviewing, hiring and onboarding of new employees
  • QA, Software testing and test design
  • Stand up and transition of new projects and Service Desks

Timeline

Tier I/Tier II/Lead/Supervisor

SAIC
11.2005 - Current

Mainframe

Rite Aid Corp
09.1999 - 05.2005

General studies during spring and fall semesters -

HACC

HDI Certified Help Desk Professional - undefined

Diploma - undefined

Shippensburg Area High School

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Dillian Tierce