Technical Support Specialist 3 Resume Washington, DC - Hire IT People

SUMMARY:

Seeking a Support position where I can develop and excel my skills while becoming a valued asset to my employer.
Profound ability to communicate effectively, both orally and in writing.
Excellent ability to perform complex tasks quickly and to prioritize multiple projects at once acquired through academic and job experience.
Quickly learn and master new technology; equally successful in team and self - directed settings; and proficient in a range of computer systems, tools, and testing methodologies.
Consistently recognized for technical troubleshooting skills used to rapidly and cost effectively resolve challenging technical issues.

PROFESSIONAL EXPERIENCE:

Technical Support Specialist 3

Confidential, Washington, DC

Answers, evaluates, and prioritizes complex Tier 2 incoming emails for assistance from users experiencing problems with the three main Treasury Department’s software.
Logged all email data and tickets into Service Now for call tracking, accountability, incident escalation, and appropriate and timely resolution.
Handle escalated Tier 2 supervisory calls/emails and tickets with professionalism and empathy.
Create problem tickets through emails and assign them to the appropriate support specialist.
Take complete ownership of escalated ticket to fix with user, if not able to fix immediately, will work with developers and architects on duty.
Provide leadership to new employees through training and hands on guidance.
Help create an ongoing training database with management including creating standard operating procedures and training guides.
Create a spreadsheet weekly providing root-cause analysis to determine any trending problems within the applications.
Run a weekly meeting looking for trending issues amongst the three separate teams.

Tier 2 - Technical Support Analyst

Confidential, Chantilly VA

Provide technical and network account assistance for 15,000 CACI employees.
Answers, evaluates, and prioritizes incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies.
Handle a high volume of daily calls working with multiple systems including, Cisco VPN, McAfee, Lotus Notes, Active Directory, Wi-Fi, Lync, and all Microsoft platforms.
Logged all call data and tickets into Cherwell Service Management for call tracking, accountability, incident escalation, and appropriate and timely resolution.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to appropriate team.
Defines and classifies level, priority and nature of problem, request and/or issue.
Managed Windows user accounts in Active Directory and setup/troubleshoot/term client profiles, including Extranet accounts.
Managed Windows user mailbox accounts in Microsoft Exchange 2013 and setup/troubleshoot/ Outlook Exchange client mailboxes, distribution lists, shared mailboxes, including ActiveSync.
Managed Pulse Secure VPN accounts using RSA SecurID authentication system.
Utilized remote desktop software System Center 2012 Configuration Manager (SCCM) to troubleshoot CACI laptops, resolve application errors, and train users.
Managed hard drive encryption accounts using Mcafee Full Disk Encryption (FDE), via ePolicy Orchestrator 4.6 (ePO) and Endpoint Encryption Manager.
Ensured client software compliance using CACI Viewfinity 3.11 and Enhanced Mitigation Experience Toolkit 3.0 (EMET) software.
Performed setup/troubleshooting for conferencing services in Microsoft Lync Server 2013.
Handles all Tier 1 requests for help with troubleshooting tickets or live calls.
Wrote and constantly updated all support documents (SOPS) for the Tier 1 group and for the department going forward.

Tier 1 - Technical Support Analyst

Confidential, Ashburn, VA

Provide telephone support to over 5,000 end users, troubleshooting, diagnosing, resolving, documenting hardware, software, and network related technical issues.
Create, document, and escalate tickets to appropriate second level teams to ensure timely resolution through Remedy ticketing system.
Handle a high volume of daily calls working with multiple systems, Nortel and Citrix VPN, McAfee, SafeBoot, Active Directory, Wi-Fi, and Microsoft platforms.
Help customers identify resolutions through collecting information to problems through Remote Desktop.
Handle every call with professionalism and outstanding customer service.

TECHNICAL SKILLS:

Security Level: Interim Public Trust
Systems Windows 9X/NT/2000/XP/2K3/7
Software MS Office, MS Project, Remedy, McAfee, Active Directory
Troubleshooting Wide range of workstations (desktop and laptop), printers (network and local), networks (wireless and wired), VPN, routers, cabling, and live customer calls.

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Technical Support Specialist 3 Resume

Washington, DC

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