Delonte Tibbs

Contact Info:

Phone: 301-751-5359

Email: Delonte.tibbs@yahoo.com

Location: Washington DC-Baltimore Area

Summary:

A technology enthusiast looking to obtain an IT position to utilize my troubleshooting abilities, technical skills and 10 years of experience as an operations lead. Possess excellent communications skills, both client facing and internal. Able to provide quick solutions, detail oriented and a fast learner.

Certifications:

• AWS Certified Solutions Architect - Associate (Amazon Web Services KHP0ESDDPB11QRSY)
• AWS Cloud Practitioner - (Amazon Web Services RRPFYQ2LBME41CK6)

Education:

• Bowie State University ~ 2018 - 2020
  Bachelor of Science: Criminal Justice

Experience:

Information Technology Support Lead (2019-Present) Washington, D.C (40+ hours a week)

I serve as the primary on-site information technology (IT) support lead delivering daily technical solutions in a highly demanding services environment. My ability to deliver effective and efficient customer service skills are a critical element of job success and aide me in effectively executing the company mission in servicing thousands of patrons in and around major sporting and entertainment event stadiums in the Washington, D.C metropolitan area. My primary responsibility includes troubleshooting and diagnosing problems that arise daily to minimize equipment down time. I am responsible for addressing all issues and matters involving Windows OS, Mac OS, Microsoft Office Suite and various other technologies. I regularly provide technical assistance through phone or email, performing remote troubleshooting service through diagnostic techniques, delivering effective solutions, and providing accurate information on IT products and services. Additionally, based on my high level of proficiency, I am responsible for training other team members on the effective use of various technologies. Overall, I have been instrumental in assisting Jet Services maximize their daily technology capabilities and have been recognized through annual bonuses for exemplary performance.



Diagnose and resolve computer problems (software and hardware), in a fast-paced environment which requires regular on-site and remote support.



• Provide basic end-user troubleshooting needs and various desktop issues on Windows, and Mac systems.
• Perform analysis/trouble shooting of PCs peripheral devices including printers.
• Address connectivity issues, to include troubleshooting of networks with limited internet connections.
• Independently identify issues and evaluate technical solutions to various problems impacting effective operations and make recommendations for remedial actions or fixes.
• Monitor and resolve power/charging failures.
• Assist users who are unable to open or access files.
• Address complications with device updates.
• Triage and troubleshoot daily technical errors associated with multiple credit card devices to reduce downtime of systems, which if left unaddressed would have a grave impact upon company revenue.



Issue devices daily to clients and vendors to be used for the duration of operational events and training exercises.



• Manage over $100K worth of inventoried equipment, laptops, various hardware peripherals, and software packages; maintain stringent item control tracking of items whereabouts and usage.
• Ensure software is operable to ensure maximum readiness.
• Hardware testing to eliminate technical malfunctions.
• Actively address team member’s complaints and operability issues with devices.
• Consistently resolve problems with malfunctioning products.
• Remain proficient on latest technologies and solutions applicable to company products.
• Basic set up of PCs, desktop and laptops and various types of mobile devices.



Work closely with users and senior management to improve overall functionality and minimize disruption to the operational environment.



• Update systems software's strategically to reduce system outages during busy hours.
• Resolve customer issues in a clear, courteous, and straightforward manner.
• Always demonstrate professionalism and courtesy with customers.
• Regularly follow through with clients to ensure optimal customer satisfaction.
• Initiate engagement and feedback sessions to assess user and customer needs and satisfactions levels and proactively address concerns.
• Constantly evaluate the readiness of equipment and operability to ensure high confidence and delivery of quality products and services as it relates to the customer experience.



Provide technical expertise in the planning and delivery of training sessions, for both live and field exercises which simultaneously involve hundreds of participants.



• Deliver clear presentations and tutorials on how to use various technology devices such as computers, Shift4, Square, and clover devices, with full consideration to align relevant material to audience needs.
• Provide base level IT knowledge and understanding to non-technical personnel within the business.




Operations Manager at Jet Services (2013-Present) Washington, D.C

Serve as the on-site manager addressing daily vending operations at various professional major sporting and entertainment event stadiums in the Washington, DC metropolitan area. In this role, I was responsible for facilitating training of newly hired employees. I also managed the tracking and logging of sales for multiple vendors in a fast-paced environment to ensure services are delivered in support of thousands of customer demands. Also responsible for managing hundreds of customer complaints and discrepancies. I regularly presented senior management with sales reports and compiled data to help properly prepare the company with their strategic events and operational planning. Based on my demonstrated experience, I was consistently assigned roles with progressively more responsibility, to include roles that broadened my technical expertise.



Responsible for developing reports to account for over $1M in revenue.



• Develop excel formulas to track thousands of product sales.
• Maintain a high level of attention to detail while inputting date into excel.



Lead 30+ individuals in a fast environment to achieve over $100K in sales daily.



• Provide oversight of team members to assure processes result in effective and efficient operational delivery.
• Provide daily guidance on various team member’s tasks.
• Ensure team members adhere to company rules and practices.



Compiled and accurately entered electronic data.



• Track all vendor sales via excel.
• Responsible for all inventory counts before and after events.



Required ability to multitask with strong time management.



• The ability to listen and track data for multiple clients at the same time.



Analyze and improve organizational process and workflow, employee and space requirements, and equipment layout; implement changes.




Maintain safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations.




Serve as primary point of contact when there are customer issues related to equipment quality, customer service or accidents and mishaps onsite.



• Communicate customer issues with operations team and devise ways of improving the customer experience including resolving problems and complaints.

Training / Courses:

• Networking Foundations (acloudguru)

Skills:

Amazon Web Services:

• S3
• IAM
• EC2
• CloudFront
• VPC
• Lambda
• RDS
• EBS
• DynamoDB
• CloudWatch
• CodeCommit
• CodeDeploy

Data:

• SPSS
• SQL

Microsoft:

• Excel
• PowerPoint
• Word

Languages:

• Python
• HTML
• CSS

Hands-On Projects:

Amazon S3:

• Hosted a static website using S3 where individual web pages include static content

Amazon RDS:

• Deployed an Amazon RDS Multi-AZ and Read Replica in AWS

Amazon EC2:

• Created an EC2 Instance in AWS
• Used Amazon's EC2 Auto Scaling to help maintain application availability and to automatically add or remove EC2 instances
• Scaled EC2 using SQS

Amazon VPC:

• Launched AWS resources in a logically isolated virtual network using VPC
• Created a public and a private subnet and used the private subnet for databases and web servers to protect the resources from the internet
• Elastic Load Balancing was used to automatically distribute incoming application traffic across multiple targets
• Work with VPC Flow Logs for Network Monitoring

Amazon IAM:

• Managed access to AWS services and resources securely, as well as setting up Multi-Factor Authentication (MFA) for extra protection of the environment using IAM