Open to opportunities

Chris Burks

@chrisburks

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Client Support Manager at DCAA overseeing 17 IT support specialists and improving support processes.

United States

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What I'm looking for

I’m eager to leverage my expertise in incident handling and communication to enhance end-user support at Aziro.

At the Defense Contract Audit Agency (DCAA), I oversee Client Support ticket and task queues and guide a team of 17 IT support specialists. I’ve refined support processes, managed desktop cybersecurity risks, and organized Tiger Team calls to address urgent technical issues.

Earlier at DCAA, I provided remote troubleshooting, workstation reimaging, and data migration, including support for Outlook digital signing and encryption. At Coban Technologies and Verizon Wireless, I supported software, hardware, mobile devices, and client systems, and contributed to software testing.

Experience

Work history, roles, and key accomplishments

Current

Client Support Manager

Current

Defense Contract Audit Agency

Sep 2024 - Present (2 years)

Spearheaded a team of 17 IT support specialists, fostering their growth and enhancing overall team efficiency and productivity. Maintained oversight of ticket and task queues for Client Support, ensuring the delivery of high-quality and prompt issue resolutions.

IT Service Management Ticketing Software SLA Adherence Leadership Cybersecurity Incident Handling Team Management Process Improvement

Client Support Technician

Defense Contract Audit Agency

Apr 2014 - Sep 2024 (10 years 5 months)

Provided remote troubleshooting for software and hardware issues impacting end-user workstations. Executed workstation reimaging, setup, and data migration for new hardware deployments.

Windows Troubleshooting Remote Support Hardware Software Outlook CAC Active Directory Inventory Management

Technical Support

Coban Technologies

Sep 2012 - Mar 2014 (1 year 6 months)

Remotely troubleshooted software and hardware issues for law-enforcement vehicle systems and servers. Performed hands-on troubleshooting and testing of client systems.

Windows Windows 2008 Windows Server 2012 SQL Remote Desktop GoTo Assist Troubleshooting Hardware Software

Technical Support Coordinator II

Verizon Wireless

Jan 2011 - Sep 2012 (1 year 8 months)

Executed duties comparable to Coordinator I, with an intensified focus on hardware-related support. Assisted in the testing of pre-release software for newly introduced mobile devices.

Android iOS Blackberry Windows XP Vista Win7 Hardware Support Software Testing

Technical Support Coordinator I

Verizon Wireless

Jan 2007 - Jan 2011 (4 years)

Delivered Tier 2 support for a range of products and devices including phones, Wireless Wide Area Network (WWAN) devices, and tablets. Provided support for email setup (POP/IMAP/Enterprise), mobile operating system issues, and application functionality.

Tier 2 Support Email Setup POP IMAP Enterprise Mobile Operating Systems WiFi Windows XP Vista Win7

Customer Service Representative

Verizon Wireless

Jan 2006 - Jan 2007 (1 year)

Assisted customers with inquiries and resolutions related to billing concerns. Addressed customer questions pertaining to their accounts and performed Tier One technical support for various products and services.

Customer Service Billing Tier 1 Support Communication Skills