Business Analyst/ Tier II Resume Washington DC - Hire IT People

SUMMARY:

Skilled Helpdesk Technician with experience providing technical support of Microsoft Office Suite and SharePoint foundation 2010.
Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, application support, instillations and upgrades.
An articulate, flexible and personable communicator with excellent skills in client and vendor relations.

TECHNICAL SKILLS:

WORK EXPERIENCE:

Confidential, Washington DC

Business Analyst/ Tier II

Responsibilities:

Provide user assistance with navigation and entering data in Concur/FFMS financial system.
Answer and respond to incoming calls and emails from ICE customers under high paced, challenging circumstances.
Create, update and delete user profiles in Concur travel and FFMS application.
Assist with in person and webinar training to ICE employees .
Verify fees for ICE travelers in financial system.
Assist users with accounts and passwords, encryption, and adhering to security and technology policies.
Provide remote software support using Remote Desktop on ICE workstations.

Confidential, Herndon, VA

Tier 1/ JAAC Coordinator

Responsibilities:

Answer and respond to incoming calls, emails, faxes, and self-help tickets from CBP customers.
Reset Blackberry, Samsung and IPhone passwords.
Assist users with deactivating/reactivating applications on smartphone.
Occasionally performed as assigned POC in absence of team lead.
Monitor the progress of tickets, communicating the status of the ticket to customers, and documenting the communication in the ticket.
Generate and monitor master tickets related to known issues as well as major incidents and outages.
POC between Duty Officers, Government Watch Officers, and Tech Service Desk in effort toreduce downtime and enhance trouble shooting methods.
Assist users with accounts and passwords, encryption, and adhering to security and technology policies.
Reset government employee passwords using active directory.
Provide remote administrative desktop and software support using Remote Desktop on CBP workstations.

Confidential, Alexandria, VA

Helpdesk Analyst Tier 1

Responsibilities:

Provided remote administrative desktop and software support using Remote Desktop on DOD workstations.
Provided support of CAC in a PKI environment.
Verified security and reset passwords for DOD network infrastructure.
Manually scanned and disabled Military CAC cards no longer in use.
Provided Training and support to customers of hardware, applications and web based applications.

Confidential, Washington DC

Tier 1 Technical Support

Responsibilities:

Provided SharePoint technical support.
Build custom SharePoint solutions.
Provided technical support for the Microsoft Office Suite 2007/2010
Designed training manuals and quick reference guides.
Created and deactivated user accounts and reset passwords using Active Directory.