SUMMARY:

Knowledge of the concepts, principles, methods and systems that encompasses administrative duties; the ability to manage multiple tasks in a fast paced environment; and solid organizational skills. Possess strong communication, interpersonal relationship skills, and flexibility to work with changing instructions. Self - motivated individual with the desire to acquire new skills.

TECHNICAL SKILLS:

Office Automation Skills: Highly proficient in Microsoft Office Suite 2010 & 2013, Remedy, PeopleSoft, Exchange Console, RSA Console, Microsoft Lync, Remote Desktop Connetion, Cisco Unified CCX, Cisco Finesse, Historical Reports Cisco Jabber, Microsoft Application Virtualization Desktop Client, Jabber MomentIM Identity Administration, Cisco Unity Connection, Citrix, Internet Explorer, Active Directory, Firefox, Chrome, Windows Mobile, Customer Service, Administrative Management, Administrative Functions, Team Building.

PROFESSIONAL EXPERIENCE:

System Administrator

Confidential, Fairfax, VA

Responsibilities:

• Serves as member of Workstation Analysis Team.
• Performed Desktop Support and user self-help support
• Support disaster recovery plans, performing regular backups and creating Ghost images of workstations prior to upgrades.
• Point of contact for iPhone and liaison with the Central Mobile Computing office within the department of state.
• Maintain printer and printer supplies on all networks.
• Maintain common area peripherals such as projectors, VTC equipment etc…
• Assisted with the setup and registering of VTC users.
• Frequently update and resolve tickets via BMC Remedy.
• Replace, update, and maintain peripheral desktop equipment and printer equipment to include the physical movement of all devices.
• Assisted in the creation of basic end-user self-help SOP materials at the ready for all applications used by the user community.
• Liasion with the Department of State Remedy Staff to maintain Remedy Groups and reports.
• Serves as the Point of contact for Integrated Logistics Management Systems (ILMS) local support issues.

Service Desk Tier 2 Training Lead

Confidential, Springfield, VA

Responsibilities:

• Serves as the lead Service Desk trainer for the Enterprise Service Center at an Intelligence Agency providing Tier 1 & Tier 2 solutions to customers resolving issues affecting the IT Enterprise Environment.
• Responsible for the overall training program which is designed to transition a new employee to a fully capable asset within a three-week time frame.
• Assisted with establishing a virtualized training program that appeals to a variety of learning styles which includes, creating CBT’s that will in corporate multimedia concepts with dynamic video and graphics to effectively illustrate key concepts that monitors individual participation and ensures learner accountability.
• Supports the Enterprise Service Desk Manager with the leadership and management of the service desk team.
• Collaborate with other teams within Enterprise Management to stand in for the ESD manager when he is not available.
• Coordinates staff scheduling and paid time off requests.
• Monitors incoming call volume for trends and performs evaluation and performance coaching.
• Maintain metrics required to measure and determine operational readiness of the service desk.
• Ensures accurate and timely posting of call volume metrics, ticket statistics, and daily reports to the ESD manager.
• Overseeing 30 Service Desk Agents to ensure quality assurance and customer satisfaction in a fast paced environment; providing mentorship and counseling when needed.
• Providing assistance maintaining and developing Knowledge articles in order to increase the proficiency of the Service desk via KEDB (Known error data base).
• Identifying Service Desk Key performance indicators (Call Volume, Speed of Answer, Available personnel, Ticket Quality, etc.) and making the necessary adjustments to ensure objectives are met.
• Led the accountability of timely and accurate input, resolution and status of service request to customers of the Enterprise Service Desk (ESD) and ensures complete customer satisfaction.
• Maintain, and delegate specific TAR (Ticket Audit report) assignments in order to provide personal attention to each agent in a way that emphasizes the skills and techniques taught within the initial training period.
• Review recordings of agent calls and evaluate each call to insure the proper protocol was performed.
• Receive, correct, and resubmit tickets that require additional information that was not provided during the initial call to the ESD based on reports from queue managers. (IT/IS Workflow) & AIT Service Ops Managers).
• Manage the ESD Blog in order to ensure all recently/pertinent information it collected in a central location that is easy, convenient, and reliable.
• Assumes role as the ESD Incident Commander. (Note: This position requires a higher than normal amount of “Attention to detail” and situational awareness. The Incident commander is responsible for identifying trends that will affect the ESD, identify a “Master” ticket number, socialize that number to the team for tracking purposes, update the ACD (Automated Call Distributer) in order for customer to realize that there is a “Known issue”, and maintain vigilance until the situation is resolved and/or closed.)

Service Desk Tier 1 Trainer

Confidential, Springfield, VA

Responsibilities:

• Train incoming personnel on the process of handling calls and entering tickets into the ticketing system
• Assist with Monitoring and maintaining the Enterprise Service Center request inbox. This duty requires an initial assessment of each customer issue followed by the assignment of the email into the ESD Agents queue based on tier level.

Service Desk Tier 1 Agent

Confidential, Springfield, VA

Responsibilities:

• Providing Tier 1 & Tier2 support for a common desktop environment shared by all agencies within the IC Community.
• Daily activities include submitting, researching, monitoring, updating and resolving service desk trouble tickets via BMC Remedy software version 7.6.
• Receive calls and emails regarding customer requests for technical support and/or informational requests
• Performs first call resolution for basic Frequently Asked Question items to restore service as outlined in the knowledge repository
• Resolving, updating, and providing guidance and status on tickets while documenting problems and resolutions to streamline the troubleshooting process.
• Provide Tier I contact and incident resolution to customers with hardware, software, and application problems
• Provide customers with excellent customer service

Custodial Engineer

Confidential, Springfield, VA

Responsibilities:

• Perform a wide variety of general building maintenance minor repairs and services.
• Sweep, vacuum and mop floors.
• Ensure all restrooms are stocked and cleaned at all times.
• Empty and disinfect trash receptacles.
• Practice universal precautions at all times.
• Maintain inventory of cleaning supplies.
• Provide daily records and correspondence for management to be aware of any facility issues.

Patient Service Specialist

Confidential, Silver Spring, MD

Responsibilities:

• Functioned as Patient Service Specialist; utilized strong verbal communication skills.
• Worked collaboratively with, and interacted in a professional manner at all times with personnel, internal and external, office personnel.
• Organizing, planning, and prioritizing office duties while maintaining highest level of customer service and meeting patients’ needs.
• Scheduled patient appointments as well as medical staff meetings.
• Prepared documents for patients to complete.
• Checked patient eligibility for services or programs.
• Prepared read ahead documentation for staff meetings and management.
• Maintain staff roster for management.
• Coordinated with external departments to resolve patient account issues.
• Communicated with insurance companies to ensure patient services were covered and paid.
• Create and organized patient files according to office regulation and filing system.
• Updated and maintained the integrity of patience files.
• Processed patient payments, by ensuring that funds were authorized and allocated properly.
• Provided outstanding customer services, by answering the telephones and answering inquiries in an accurate and timely manner.