KYLE C. BIDLACK
Ashburn
Summary
Dependable Information Technology associate skilled at thriving in fast-paced environments and adapting to evolving demands. Proven experience in delivering exceptional customer service with meticulous attention to detail and a strong work ethic. Committed to identifying opportunities for process improvement and enhancing customer satisfaction while consistently exceeding expectations. Collaborative team player excelling independently, demonstrating quick learning abilities and proficient computer skills.
Overview
3
3
years of professional experience
1
1
Certification
Work History
WBSCM Service Desk Analyst
CACI International
Chantilly, VA
11.2023 - Current
- Engages/diagnoses/analyzes all incoming issues surrounding the WBSCM system (via phone, e-mail, self-service entries, etc). Resolving at least 80% of issues at the Service Desk level, minimizing those (less than 20%) out of scope that require escalation.
- Adept at all WBSCM user tasks to be able to solve all manner of issues users might encounter. These include but are not limited to issues with logins and account creation, placing orders of various types, entering GRs (Goods Receipts), creating ASNs (Advanced Shipping Notices), submitting eINVs (Electronic Invoices), using various reports, and more.
- Possesses excellent communication skills and able to answer incoming calls from users, create tickets for them, and assist those users, solving their issues on first contact whenever possible.
- Independently applies critical thinking strategies for all business process actions to be able to assist users through any function/action in the system. Works with both technical and non-technical users to convey appropriate solutions based on the user’s level of understanding.
- Effectively communicates information to and work collaboratively with teammates.
- Reviews/Updates process documentation related to Service Desk operations and support.
- Completes various back-end monitoring tasks to report any discrepancies found between the SRM and ECC production environments, and the EKPO Deletion and SMQ1/SMQ2 reports.
- Completes daily WBSCM user uploads/updates in ServiceNow production environment via transform mapping, when applicable.
- Contributes to testing for special ad-hoc projects regarding the WBSCM production environment, as well as testing for scheduled WBSCM production upgrades, enhancements, and monthly releases.
- Assists in training of WBSCM processes and other tasks to newer staff that may come on board in the future.
Help Desk Analyst
CACI International
Arlington, VA
11.2022 - 11.2023
- Rapidly answered frequently asked questions or provided solutions to common problems to optimize support and meet required service levels.
- Followed Standard Operating Procedures and provides consultative and analytic problem solving.
- Analyzed business process breakdowns and identified solutions to ensure mission critical processes could be completed in the system as intended or escalated the incident to Tier 3 support as needed.
- Documented all customer interaction along with incident status and solutions.
- Maintained an updated working knowledge of customer systems and current service desk processes and procedures for IPPS-A applications, tools, and technical solution support.
- Conducted analysis of problems and worked to quickly develop and test solutions for non-common questions. Through analysis, documented findings, and made recommendations, and influenced functional or technical subject matter experts to improve system functionality.
Education
Bachelor of Science - Information Technology
The University of West Florida
Pensacola, FL08.2022
Associate of Science - Network Systems Technology
Gulf Coast State College
Panama City, FL08.2019
High School Diploma - undefined
Robinson High School
Fairfax, VA06.2006
Skills
- Windows OS proficiency
- Excel proficiency
- Email management
- Time management
- Client case management
- Logistics coordination
- Ticket resolution management
- Strong oral communication skills
- Client support
- Microsoft Word
- Proficient in Microsoft PowerPoint
- SharePoint
- Critical analysis skills
- Technical support assistance
- Analytical problem-solving
- Security monitoring
- Effective team collaboration
- Technical device troubleshooting
- User-focused application assistance
- Strong computer skills
Certification
Comptia Security+ Certification
Timeline
WBSCM Service Desk Analyst
CACI International
11.2023 - Current
Help Desk Analyst
CACI International
11.2022 - 11.2023
Associate of Science - Network Systems Technology
Gulf Coast State College
High School Diploma - undefined
Robinson High School
Bachelor of Science - Information Technology
The University of West Florida