Elvin Dwayne Pradia
Norfolk
Summary
Dynamic Technical Support Specialist with extensive experience at ePlus, Inc., focused on network troubleshooting and user support for both hardware and software. Adept at providing technical guidance for IT resources, I prioritize strong customer relationships and operational efficiency through effective documentation and continuous learning.
Overview
15
15
years of professional experience
Work History
Technical Support Specialist
Beacon Hill Staffing
Virginia Beach
05.2023 - Current
- Troubleshot and resolved hardware and software issues efficiently.
- Provided assistance with network connectivity and configurations.
- Installed and configured computer systems and peripherals.
- Responded to user inquiries, offering technical guidance and support.
- Assisted in the implementation of IT projects and initiatives.
- Maintained documentation of support activities and solutions.
Service Desk SNOW Incident Manager, Supervisor/Tier II & III Analyst/Service Desk Field Support Analyst
ePlus, Inc
Virginia Beach
10.2013 - 02.2025
- Led a remote 30-member Service Desk team, providing support for IT resources.
- Delivered remote and hands-on support for IT groups, providers, and contractors.
- Troubleshot and repaired complex software and hardware issues.
- Coordinated and completed single and large-scale moves.
- Performed Tech Refresh to Windows 10, aiding in end-user training and acceptance testing.
- Developed and disseminated knowledge base articles and checklists to enhance support.
Service Desk II Analyst / Knowledge Manager
Amerigroup Corp. /WellPoint
Virginia Beach
06.2011 - 01.2013
- Provided Healthcare IT technical support for over 8000 end users.
- Acted as technical lead for the Service Desk team and liaised with support teams during enterprise projects.
- Resolved escalations from Service Desk I team, enhancing customer satisfaction.
- Submitted knowledge articles to document new resolutions and improve operational efficiency.
- Initiated conference bridges with technicians, vendors, and management on outages.
- Performed on-call duties for after-hours communications, drafting notifications for stakeholders.
Service Desk Analyst/Lead Technician
Bloomberg Bureau of National Affairs (BBNA)
- Developed and implemented processes for remote technical support, enhancing service delivery.
- Created knowledge base documents for Tier 1 and 2 Project Managers, Technicians, and Analysts.
- Trained Service Desk Analysts on technical issues, policies, and procedures.
- Briefed Project Managers on current security issues and developed technical policies for remediation.
- Created and disseminated reports to management on IT metrics, highlighting trends and resolution actions.
Education
Network Engineer Program Diploma -
Skills
- Network troubleshooting
- Cloud services support
- Operating system troubleshooting
- Technical guidance
- Hardware installation
- Project implementation
- User support
- Remote technical support
- Customer relationship management
- Documentation management
- Computer imaging
Software Hardware Experience
- Microsoft Office Products (2000, 2003, 2007, 2010, 2013, Office 2016 & O365)
- Windows Operating Systems (Server 2000-2008, XP, Vista, 7, 8.1, 10 & 11)
- MAC OS/Apple iOS, Chromebook
- Ticketing Systems (Service Now, CA Service Desk, Altiris, Heat, Remedy, Dell and Liberty Tax Service proprietary, TrackIt, Service Wise, Service Now, Jira and others)
- Remote Access (Microsoft Remote Desktop, Net Meeting, Dell Tech Connect, WebEx, MS Teams, Bomgar, LogMeInRescue, Dameware & TeamViewer)
- Software Deployment/Distribution (Altiris, SCCM, Citrix & Azure)
- VOIP (Avaya, Cisco, ShoreTel, Mitel & Balto)
- Desktop, laptops, notebooks, tablets, servers, routers, and switches.
- Android, Apple and Windows phones.
Timeline
Technical Support Specialist
Beacon Hill Staffing
05.2023 - Current
Service Desk SNOW Incident Manager, Supervisor/Tier II & III Analyst/Service Desk Field Support Analyst
ePlus, Inc
10.2013 - 02.2025
Service Desk II Analyst / Knowledge Manager
Amerigroup Corp. /WellPoint
06.2011 - 01.2013
Service Desk Analyst/Lead Technician
Bloomberg Bureau of National Affairs (BBNA)