Allan Ackerson
System Administrator at North Wind Group
System Administrator at North Wind Group for HMIS
Adaptable, resourceful IT professional going beyond the job to find inventive solutions to increase efficiency and promote productivity in self and co-workers.  Continually developing knowledge base on down time to become a truly valued employee.

Earned Navy and Marine Corps Achievement Medal (NAM) while serving at Marine Corp Base Headquarters, Camp Lejeune, North Carolina for creation and implementation of two databases - one designed to maintain the classified files document control, and a second to maintain and track personnel security clearance applications.  These databases were created in 9 months with no prior database knowledge and no experience with Lotus Approach.

Created a web-form replacement of existing paper-form which integrated with the ticketing system to automatically create required work tickets.  This form allowed for decreased paper usage and time for both management ant technicians, who previously manually entered up to 5 tickets per form.  jQuery was learned during the creation of this form.

Designed and deployed a web application that allowed Helpdesk technicians to track incoming calls, view current call queue volume, manage accounts, have quick access to contacts and reference material and view performance metrics charts.  This application resulted in increased efficiency and ticket quality, and decreased training time for new technicians.

Deployed and tracked 1,000 managed iPads in a heavy manufacturing environment resulting in 80% paper use reduction, increase proficiency and immediate response to engineering changes, which previously took up to two weeks to implement.  iPads were fully managed, ensuring consistent iOS and application versions while preventing personal use.  Coordinated with in-house iOS application developers to allow for pre-deployment testing of applications.
North Wind Group
https://www.linkedin.com/company/northwindgrp
Richland, Washington, United States
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System Administrator
JLH Group
https://www.linkedin.com/company/jlhgroup
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Systems Analyst at MSA
JLH Group
https://www.linkedin.com/company/jlhgroup
* Technical lead responsible for issue management, assessment and escalations
* Responsible for training of new Helpdesk technicians, as well as continuing training of all technicians on new technologies.
* Collaborated with Tier 2 support and Systems Analyst to quickly identify widespread issues, identify causes and develop processes to resolve effectively.
* Reviewed trouble tickets for completeness and accuracy and routed to appropriate work groups for resolution.
* Helpdesk representative on site-wide project and Tiger teams.
* Managed customer-centric and technician-centric knowledge bases
* Ran reports using SQL, My-SQL and Excel
Richland/Kennewick/Pasco, Washington Area
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Helpdesk Technical Lead and Trainer at MSA
JLH Group
https://www.linkedin.com/company/jlhgroup
* Providing excellent customer service in support of MSA Mission Service Desk (MSD).
* Training of new MSD Helpdesk technicians.
* Continually Improving tools and reference materials to increase MSD productivity and efficiency.
* Entrusted with authority to timely and accurately route Service Tickets to appropriate work groups.
* Serve rotational on-call duties when required, answering after hours calls to ensure quick resolution to user issues.
* Administrator of user self-help informational website designed to decrease the number of calls to the Helpdesk.  Utilizing HTML and CSS.
* Administrator of Helpdesk knowledge base, ensuring that information is relevant and up to date.  Utilizes HTML, CSS and SQL
Richland/Kennewick/Pasco, Washington Area
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Helpdesk Analyst at MSA
Indian Eyes, LLC
https://www.linkedin.com/company/indian-eyes-llc
Provided 1st level support.  Work with team to create and maintain Knowledge Base articles.  Created specialized web application tool allowing technicians to view queue statuses, record calls, manage accounts, access network information, and view ticket statistics in one central interface.  Maintained 99.5% quality assurance scores, and 98.0% customer satisfaction rating.
Richland/Kennewick/Pasco, Washington Area
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Service Desk Representative at MSA
Indian Eyes, LLC
https://www.linkedin.com/company/indian-eyes-llc
Provided 1st level support in a transitional remote call center environment.  Responsible for logging and correctly assigning tickets to work queues utilizing IBM Maximo and ServiceNow.  Consolidated Helpdesk procedures and troubleshooting guides from multiple sources into a single portable wiki.  Trained call center personnel in support of transition to permanent on-site Helpdesk.
Richland/Kennewick/Pasco, Washington Area
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Helpdesk Analyst at PSEG
Haas Automation
https://www.linkedin.com/company/haas-automation
Administered Dell K1000 incident, hardware and software management server.  Constructed MySQL based reports for user, technician, management and executive levels.  Developed web-based form that allows for automatic ticket creation for new or changing employees – this form will increased efficiencies for the end user, as well as Helpdesk technicians, who were no longer required to manually create up to 5 tickets from email per request.  Designed and administered Haas WikIT, a wiki which was created as a single point of information, consolidating knowledge base, procedures, software installers, instructions and contact information.  Created, administered and maintained two databases which allowed for the tracking of mobile device distribution as well as hardware refurbishment and disposal; this allowed for more accurate accounting of hardware both deployed and in inventory.
Oxnard, CA
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Network Engineer I
Direct to Market, Inc.
Investigated, suggest and negotiated replacement MDM solutions.  Worked with third party vendor and internal resources to implement the solution, resulting in substantially increased control of 1,000+ mobile devices while lowering end-user support requirements.  Deployed and administered these devices in a manufacturing environment resulting in increased productivity and efficiencies, as well as increased responses to design changes and a 75% reduction in paper usage.  Controlled both in-house and third party application version distribution, ensuring compliance with current policies.
Oxnard, CA
MDM Coordinator at Haas Automation
Aerotek
https://www.linkedin.com/company/aerotek
Deployed and administered 700+ mobile devices in a manufacturing environment.  Developed security protocol for these devices utilizing electronic article surveillance, and loss policies related to user responsibilities.  Trained end users on the use and care of tablets and both in-house and third party applications.
Oxnard, California
https://media-exp1.licdn.com/dms/image/C4E0BAQFeogh90eROiA/company-logo_100_100/0/1625145670831?e=1655942400&v=beta&t=ON6ODVsUGLRnSbPsqCiQKF37h91idRfQGXxtf08m1j0
Helpdesk Analyst II / MDM Coordinator at Haas Automation
SMCI
https://www.linkedin.com/company/smci
Part of a team responsible for ordering devices and managing service plans through AT&T, Verizon and Sprint for 4,500 Android and iOS mobile devices.  Developed process to track application and compliance of 1,200 users participating in BYOD program.  Provided periodic reports to management.
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Wireless Messaging: Helpdesk Analyst II at Amgen
TEKsystems
https://www.linkedin.com/company/teksystems
Provided 1st level Helpdesk support to 1000+ end users both on-site and remotely utilizing multi-line phone system, RDP and TeamViewer.  Assisted users troubleshooting both hardware and software issues.  Software support included Windows OS, Mac OS, Microsoft Office Suite, SolidWorks and SAP

Held Dell Fast-Track Dispatching Certifications for Desktops, Laptops and PowerConnect
Oxnard, CA
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Helpdesk Analyst II at Haas Automation
Employers Staffing of America
Responsible for the in-processing, evaluation and matching of candidates and employers, providing employment opportunities to applicants while filling the requirements of the employers.  Entrusted with weekly payroll distribution.
Staffing Coordinator
Scantron Service Group
https://www.linkedin.com/company/scantron
Provided remote and onsite preventive maintenance, troubleshooting and repairs  of hardware and software, including servers, workstations, printers.  Maintained good customer relations with 60 locations in the Greater Los Angeles area, making and meeting appointments and deadlines.  Ensured sufficient parts inventory to make 1st visit resolutions.  Correctly analyzed problems for parts ordering when not in stock.  Maintained 99.8% customer satisfaction rating.
https://media-exp1.licdn.com/dms/image/C4E0BAQFtkQoBdPDcJA/company-logo_100_100/0/1550861875215?e=1655942400&v=beta&t=mC9ij7xeYqPLttkTvEGXx4vHypb6j_uZ-aHH4pDmHeE
Field Service Technician
Computer Business Works
Managed inventory for Manufacturing Plant
Inventory Control Coordinator
USMC
https://www.linkedin.com/company/united-states-marine-corps
Built and maintained two databases, utilizing Lotus Approach, one to track Classified Files stored in multiple locations across Camp Lejeune, and a second to semi-automate and track Security Clearance applications. Held Top-Secret Clearance. Operated, maintained and troubleshot radio, microwave and satellite communication systems. Responsible for the maintaining equipment inventory, parts replacement and parts acquisition for 1/3 of the Marine Corps’ ground satellite communications assets. As I.S. Coordinator, liaised with Base Helpdesk for Headquarter Building, being 1st level support for software, hardware, upgrades and training.

Corporal (E4)
Field Radio Operator
Microwave Equipment Operator
Satellite Equipment Operator 
Classified Files Clerk
Information Systems Coordinator
Volunteer Income Tax Advisor
Police Seargent (Building Maintenance)
https://media-exp1.licdn.com/dms/image/C4E0BAQEtu9_sXFq8bA/company-logo_100_100/0/1519856119436?e=1655942400&v=beta&t=fl_uYM3Pn8bm6vNn6N8zyCqvRlul1LW9y4JrPrk3Ou4
Satellite Communications Specialist
Associate’s Degree
Computer and Electronics Engineering Technology
ITT Technical Institute
Allan is a Computer Systems Analyst AND a highly valued
member of the MSA Network and Data Center Services team. He was initially
brought in to help program a client systems tool to convert legacy firmware
settings in HLAN client computers to a format that provides a more secure overall
platform. He showed exceptional aptitude and initiative in overcoming difficult
technical challenges. Due to his efforts, MSA saved tens of thousands of dollars
on the cost of commercial software and consulting, which would have put the
project well over its allotted budget. Allan also resolved a problem with Microsoft
Project and the new Windows 10 based Thin Clients. His persistent efforts and
excellent customer relations skills ultimately succeeded in resolving the issue. We
are grateful to have him on the team.
Mission Service Alliance
Honoree - MSA Breakfast of Champions
Cash Awards for Exemplary Performance in Essential Business Values:

Valuable Customer Service - After 12+ weeks of me struggling to do my work due to the issue with Microsoft Project and SharePoint, on my thin and thick client, it was finally figured out by Allan Ackerson.  There were times I was down for 3 to 4hrs in a day as others have tried to figure it out.  The issue had been ongoing for three months, but with Allan's help and persistence, he was able to diagnose and resolve the issue.  I cannot express the gratitude I have to him for his determination to figure this out.
MSA
LIVE Award
I would like to congratulate the Mission Service Desk for doing an exceptional job handling the additional call volume generated by the issue during the 339A IOS switch upgrade.  Allan and Armando did a great job filling in for Sheryl and everyone was focused on serving the customer during this event.  Way to go TEAM!
Mission Support Alliance
STAR Award
Cash Awards for Exemplary Performance in Essential Business Values: 

Leadership - Allan Ackerson is our "Lead Trainer" but he goes above and beyond for every Helpdesk agent new and old no matter the issue.  He is a pleasure to work with and a great asset to our team.

Allan is constantly looking for new ways to lead, innovate, improve, grow and excel, and willingly devotes time to helping others learn how to do the same.
MSA
LIVE Award
Thank you for dedication and support that led to the successful completion of the Multifactor Authentication (MFA) Initiative at Hanford.  Without your dedication and willingness to go above and beyond, this project would not have been such a success.
MSA
STAR Award
<Your customer> wanted to recognize Allan for assisting him during Christmas Eve when he received a call from the Network Operations Center (NOC).  <The customer> truly appreciated Allan taking the time out of his holiday festivities to assist him.
Mission Service Alliance (MSA)
STAR Award
Professional achievement in the superior performance of his duties as Police Sergeant and Information Coordinator, Base Adjutant, Manpower Department, Marine Corps Base, Camp Lejeune, North Carolina from May 1996 to April 1998.  As the Police Sergeant, Corporal Ackerson worked zealously to ensure the maintenance and cleanliness of Building One, creating a highly professional working atmosphere.  As the Information Systems Coordinator, he was directly responsible for the installation of computers and computer software, network communications and provided technical support to users.  His willingness to assist during personnel shortages was evident as he also performed superbly on the Casualty Reports and Serious Incident Reports.  Corporal Ackerson's professional ability, initiative and total dedication to duty reflected great credit upon himself and were in keeping with the highest traditions of the Marine Corps and the United States Naval Service.
United States Marine Corps
Navy Achievement Medal
Bank of America
Award for Excellence in Industrial Technologies
ITT Technical Institute
Valedictorian
Getting to the Heart of Field Service
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Train the Trainer
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Android Programming I
AND-PR1
Programming SQL Server 2008 with Transact-SQL
SQL-TS08
SQL Server 2008 - Database Administration I
SQL-SA81
SQL Server 2008 - Database Administration II
SQL-SA82
SQL Server 2012 - Database Administration
SQL-SA12
SQL Server 2012 - Reporting Services
SQL-RS12
Social Services
United States Marine Corps
Volunteer Income Tax Advisor
Arts and Culture
Vibe Music Center
President Of The Board Of Directors
Washington State Office of the Insurance Commissioner
Insurance Producer
https://www.linkedin.com/in/ben-carter-2a7739203
Menan, ID
Ben Carter
Civil/Geotechnical Principal Engineer
https://www.linkedin.com/in/annette-f-aaa23757
Richland, WA
Annette F.
IT Product Manager, Team Leader & Continuous Service Improver
https://www.linkedin.com/in/catherine-watkins-1b08b36b
Kennewick, WA
Catherine Watkins
Certified Safety Professional and Operational Oversight
https://www.linkedin.com/in/lynn-ayers-15361986
Kennewick, WA
Lynn Ayers
Records Management Specialist at North Wind Solutions
https://www.linkedin.com/in/christopher-francis-8883b3100
Park City, UT
Christopher Francis
Archaeological Field Director at North Wind Group
https://www.linkedin.com/in/carriann-elms-644990204
Idaho Falls, ID
Carriann Elms
Structural Engineer at North Wind Group
https://www.linkedin.com/in/tyler-neabeack-882388204
Livermore, CA
Tyler Neabeack
Graduate Student Intern at Lawrence Livermore National Laboratory
https://www.linkedin.com/in/rebecca-silva-b19baa172
Las Cruces, NM
Rebecca Silva
Environmental Scientist III at North Wind Group
https://www.linkedin.com/in/lorena-barajas-3b1689163
Kennewick, WA
Lorena Barajas
Administrative Assistant at North Wind Group
https://www.linkedin.com/in/taylar-armstrong-39b373200
Kennewick, WA
Taylar Armstrong
Project controls support specialist  at North Wind Group
https://www.linkedin.com/in/genna-pence-8148a581
Knoxville Metropolitan Area
Genna Pence
Subcontract & Procurement Lead Eastern Region/Sr. Subcontract Administrator at North Wind Group
https://www.linkedin.com/in/reydelgadojr
Pasco, WA
Rey Delgado Jr
Software Engineer at North Wind Group
https://www.linkedin.com/in/jason-turner-helpdesk-tech
Richland, WA
Jason Turner
IT Documentation Specialist at North Wind Group
https://www.linkedin.com/in/hamad-behgooy-mba-68b2332b
Los Angeles Metropolitan Area
Hamad Behgooy, MBA
Mortgage Professional
https://www.linkedin.com/in/kristinmensinger
Greater Kennewick Area
Kristin Mensinger, PHR
IT - Project Integration Manager at North Wind Group
https://www.linkedin.com/in/davidjosephbrown
Marietta, GA
David Brown
Junior Systems Administrator
https://www.linkedin.com/in/leonardolee
New York City Metropolitan Area
Leonardo Lee
Sr. Backup Engineer
https://www.linkedin.com/in/donaldcooper1
Houston, TX
Donald Cooper
Data Center Engineer
https://www.linkedin.com/in/davi-santos-ga
Atlanta Metropolitan Area
Davi Santos
Director of Sales Engineering
Tim Proctor
      
          



            
              
        
              
  

    
        Allan worked for Indian Eyes supporting one of our key clients' IT needs. His work was exemplary and we highly recommend him to other Companies and would hire him in a heartbeat if we have a position available.

Also, as a fellow Marine I should say Semper Fi! Vincent Cacaro
      
          



            
              
        
              
  

    
        I had the pleasure of closely working with Allan the past 2.5 years and believe I am well acquainted with his skills and qualifications.  He is extremely technically adept and never gives up when he is trying to solve a problem.   Allan's tenaciousness and strong work ethic allow him to adapt quickly to many technologies.  His work was crucial in helping our shop go from all paper to all iPad, which revolutionized our business processes.  He can be counted on to always follow through and possesses outstanding customer service skills.   I don't hesitate to give him my strongest recommendation and am happy to answer any questions regarding Allan's work.

Vince Cacaro
https://www.linkedin.com/in/allan-ackerson-985712b6
United States
ALLAN ACKERSON
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