SUMMARY:

• IT Support
• Customer Service
• Service Now Ticketing System
• Remedy Ticketing System
• Face to Face IT Support
• Supported 200+ users
• Desktop and Laptop Hardware
• Ticketing Systems
• Microsoft windows OS
• Microsoft Office Suite: Outlook, Word, Excel
• Hardware and Software Maintenance
• A/V Equipment
• Driven, motivated, personable and approachable personality

PROFESSIONAL EXPERIENCE:

Confidential

Lead IT Support Specialist

Responsibilities:

• Handle Tier 1 halp desk escalations through tickets or phone using (Service Now)
• Resolved and facilitated events using Service Now ticketing system recording all incidents for tracing and documentation
• Manage IT service request for TS government contracts, accounts and clients
• Follow up on outstanding requests and ensure timely resolution
• Create accounts and configure hardware as part of on - boarding process
• Support audio and video equipment in conference rooms
• Performed tier 2 desktop support assisting 50,000+ users via face to face, chat, emails and phone support
• Conducted support for hands-on end user support (Windows Environment)
• Manage and monitor internal assets to ensure accurate inventory records
• Run Diagnostic programs to resolves problems
• Resolve technical problems wif local area networks (LAN) wide area networks (WAN) and other systems
• Install computer peripherals for user
• Responsible for teh setup, installation and configuration of printers, scanners and all-in-one devices
• Follow up wif customers to ensure issues has been resolved
• Gain feedback from customers about computer usage
• Configure customer emails and calendars on mobile devices
• Run reports to determine malfunctions that continue to occur
• Manage support team goals and daily responsibilities
• Provided direct phone IT support to over 5000 clients and served as teh initial point of contact for trouble-shooting PC hardware/software, printer and peripheral device problems for customer information systems, standard desktop applications, files & directories, email, and applications.

Confidential

IT Support Technician

Responsibilities:

• Provide technical support via telephone, email, and web
• Research and ensure timely resolution of issues
• Escalate unresolved issues to senior staff
• Document support issues in Ticketing system
• Assigned system access rights utilizing Active Directory
• Reimage devices in Windows environment
• Ensured resolution affecting Confidential end users wif hardware/software technical concerns (PC’s, laptop, printers, software)
• Responsible for teh setup, disassemble and relocation of all PC systems and other equipment
• Assist customers in choosing teh best hardware, configuring workstations
• Provided direct phone and face-to-face customer support to 200 customers and served as teh initial point of contact for trouble-shooting PC hardware/software, printer and peripheral device problems for customer information systems, standard desktop applications, files & directories, email, and applications.
• Install and assemble various AV equipment not limited to but including conference rooms, monitors, and projects.
• Strong hands on experience wif VGA and HDMI cords

Confidential

Security Office

Responsibilities:

• Secure premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment and access points; permitting entry
• Provide excellent customer service
• Respond to emergencies to provide necessary assistance to employees and customers
• Maintain environment by monitoring and setting building controls
• Ensure teh security, safety and well-being of all personnel, visitors and teh premises
• Patrolling premises regularly to maintain order and establish presence
• Complete daily reports of incidents and occurrences

Confidential

Helpdesk Technician

Responsibilities:

• Served as Helpdesk/Desktop Support (Remedy Ticketing) (Microsoft Outlook), while providing exemplary customer service
• Managed hardware and software
• Provided direct phone and face-to-face customer support to 200 customers and served as teh initial point of contact for trouble-shooting PC hardware/software, printer and peripheral device problems for customer information systems, standard desktop applications, files & directories, email, and applications.
• Resolved Windows related issues, Internet Explorer issues and other PC software related issues.
• Assisted in teh installation and updating of software, as well as teh setup and troubleshooting of all equipment.
• Monitor and updates status of incident report in teh ticketing database.
• Collect and organize monthly maintenance reports

Confidential

Lead Customer Service Representative

Responsibilities:

• Established and managed forms to order office supplies
• Provided and maintained standard procedures of hardware, software, firmware, configuration, procedures and data.
• Managed all IT related equipment
• Provide support to end users by phone, on email or on site.
• Answer all customer inquiries, diagnose all technical issues, run test and troubleshoot equipment, and updating software
• Provide daily technical support for e-mail, network connectivity, peripheral equipment, and system maintenance.
• Answer customer inquiries and complaints via e-mail and phone
• Successfully managed a demanding workload in responding to telephone calls and e-mails.
• Create end of day report after each shift
• Correspond wif upper management via email
• Daily use of Windows operating system to include Outlook, Word, and Excel
• Maintain alpha/numeric filing system containing private information

Confidential

Customer Service Representative

Responsibilities:

• Provide exceptional customer service
• Receive and stock merchandise
• Sort and file products based on alphabetical and numerical values
• Inform customers of real time product shipping and online purchases
• Organizing staff’s daily tasks

Confidential

Lead Sorter

Responsibilities:

• Consolidate and clean containers, materials, supplies, or work areas, using cleaning solutions and hand tools.
• Load materials and products into package processing equipment.
• Obtain and sort products, materials, containers, and orders, using hand tools.
• Computer proficiency
• Measure, weigh, and count products and materials.
• Ability to lift up to 70 Lbs.
• Experience forklift operator.
• Examine and inspect all packages and materials to make sure shipping specifications are met