SUMMARY:

Sentrell is a very energetic, results oriented technical consultant with over 13 years of proven expertise in leadership and customer service, security, problem resolution, desktop support, purchasing, training, with great attention to details. She is repeatedly recognized as versatile, focused, customer service oriented, talented, personable, technical and professional. She has a personal, hands - on approach to problem resolution and contributes to outstanding customer service. She is able to work effectively alone or within a team and has excellent communication skills, both verbal and written.

TECHNICAL SKILLS:

Operating Systems: Windows NT 4.0 Workstation & Server, Windows (XP, 7, 8, 10), Windows Server 2003, 2008, 2012, Cloud Infrastructure development, Microsoft Azure

Networking: Microsoft Client, Novell Netware Client, TCP/IP, DNS, DHCP, WINS, and Ethernet

Software: Microsoft Office, Microsoft Exchange, Ghost Imaging, Remedy, Vantive, SMS, Remote Desktop, Active Directory, Pointsec, Symantec Corporate Enterprise, McAfee Enterprise, Citrix, Terminal Services, Lotus Notes, Avaya VOIP, MS 365

Tools: Hubs, Routers, Switches, Xerox Printers, HP Printers, Zebra Printers, ECopy, Scanners, Modems, Palm, Blackberry, PDA s

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Technical Consultant / Network Engineer

Responsibilities:

• Provide subject matter expertise in quality management of ticket handling and content, as well as applied technical service.
• Apply subject matter expertise to continuous process improvement
• Participate in the refinement and development in standard operating procedures and work instructions for the desktop support team.
• Proving quality oversight of problem ticket handling procedures, content, categorizations, prioritizations, routing, escalation, kickbacks, and closure
• Directly interfacing with other groups; responding to requests, and notifying other teams of network problems and business impacts
• Performing root cause analysis, complex implementations and network configurations
• Performance monitoring and management, interpretation of incident and reporting
• Active Directory Management - account creation, deletion, cleanup
• Internal application support and troubleshooting MITTM, DETRA, DTrade Apps

Confidential, Washington, DC

Subject Matter Expert

Responsibilities:

• Provide subject matter expertise in quality management of ticket handling and content, as well as applied technical service in Service Queue Management
• Proving quality oversight of ticket handling procedures, content, categorizations, prioritizations, routing, escalation, kickbacks, and closure
• Responsible for monitoring Support Organization s Remedy tickets queue(s) in order to ensure timely ticket assignment, handoffs and resolutions
• Assign tickets to appropriate queues and/or service support technicians.
• Apply subject matter expertise to continuous process improvement
• Participate in the refinement and development in standard operating procedures and work instructions for the Service Desk Queue Management
• Facilitate communications between queue owners and team leads for the rollout of new processes and remediation of ticket handling or ticket quality anomalies.
• Monitor and report the condition of ticket queues as identified by management for tickets which could fail the SLAs
• Maintain knowledge of applicable service level agreements
• Monitor and report to management long term trends of queues for SLAs compliance
• Provide advice on potential process improvement for general ticket and queue management
• Performance and Tracking Analysis

Confidential, Washington, DC

Performance and Queue Manager

Responsibilities:

• Provided subject matter expertise in quality management of ticket handling and content, as well as applied technical service in Service Queue Management
• Proving quality oversight of ticket handling procedures, content, categorizations, prioritizations, routing, escalation, kickbacks, and closure
• Mentoring all members of the Service Desk Queue Management Team in the area of Queue Management, Total Ticket Ownership, and impacts on KPIs
• Responsible for monitoring Support Organization s Remedy tickets queue(s) in order to ensure timely ticket assignment, handoffs and resolutions
• Assign tickets to appropriate queues and/or service support technicians.
• Apply subject matter expertise to continuous process improvement
• Participate in the refinement and development in standard operating procedures and work instructions for the Service Desk Queue Management
• Facilitate communications between queue owners and team leads for the rollout of new processes and remediation of ticket handling or ticket quality anomalies.
• Primary job function includes the following:
• Check ticket quality, validate, and complete customer contact information submitted in tickets
• Determine ticket detail information (identifying customer detail requirements pertaining to the request)
• Monitored technicians tickets and queues on a daily basis
• Must be familiar with the Service Level Agreements (SLAs) and the proper response times to call customers back on assigned tickets
• Notified key managers and leads when tickets have failed the SLAs. Ensure that tickets potentially about to violate established SLAs are identified and corrected
• Coordinated with other lines of service before transferring tickets or accepting tickets from other queues
• Monitored and reported the condition of ticket queues as identified by management for tickets which could fail the SLAs
• Maintain knowledge of applicable service level agreements
• Monitored and report to management long term trends of queues for SLAs compliance
• Provided advice on potential process improvement for general ticket and queue management
• Performance and Tracking Analysis
• Attended daily operations calls and identify priority tickets and tasks in queues for teams to focus on best practices and proper execution of ticket management processes
• Collaborate with the Change and Asset Management Branches on performance and adherence to standard process.

SRA Contractor

Confidential, Fairfax, VA

Manager - Technical Support

Responsibilities:

• Responsible for managing ten teams, technicians providing technical support to a government client.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Responsible for the day-to-day management of Tier II Client Service technicians providing hardware, software and network support to FDIC employees and contractors. Work with other Task Areas to ensure that client issues are addressed in a timely and appropriate manner.
• Serve as an escalation contact for issues that cannot be resolved by Tier II.
• Responsible for driving task area projects to completion.

SRA Contractor

Confidential, Fairfax, VA

Technical Support Team Lead

Responsibilities:

• Responsible for the day-to-day management of Tier II Client Service technicians providing hardware, software and network support to FDIC employees and contractors.
• Work with other Task Areas to ensure that client issues are addressed in a timely and appropriate manner. Serve as an escalation contact for issues that cannot be resolved by Tier II.
• Responsible for driving task area projects to completion. Projects include: Employee and Contractor Office Moves, Desktop Refresh, Laptop Refresh, Asset Inventory, and Conference laptop preparation.
• Post end user migration support - installing specialized software packages, printers, scanners, and blackberry software. Extensive work with users to resolve hardware, software, and file issues and permissions after migration.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for end-users, and recommend and implement corrective solutions.

Project Team

Confidential, Fairfax, Virginia

Responsibilities:

• Performed on-site installation, maintenance and repair of Confidential and multi-vendor systems and components including hardware, networking products, software, and operating systems.
• Advised customers of preventative maintenance, configuration, operation and environmental factors which may impact product performance or impair customers IT operations.
• Ensured a high level of customer satisfaction with service delivery, technical support, and operational services

Confidential, Alexandria, Virginia

Substitute Teacher

Responsibilities:

• Supervised the daily activities of students and facilitated classroom activities.

Confidential, Gaithersburg, Maryland

Helpdesk Support

Responsibilities:

• Uses a ticket tracking system called Vantive to create very detailed trouble tickets for the sales force over phone.
• Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 2000 Professional, MS Office, e-mail, Internet connections, hardware/peripherals and sales applications.

Confidential, Charlotte, NC

Computer Helpdesk Assistant

Responsibilities:

• Repaired system boards, harddrives, network cards and other hardware related issues on Confidential ThinkPad A20, A21E, A22, A31, T41/P, T42, R51 models.
• Completed application installs and computer setup for new and returning students.
• Maintained the Helpdesk by answering switch board calls.

Confidential, Arlington, VA

Intern

R esponsibilities:

• Provided front-line receptionist duties in a very busy office environment. Used resources such as the Internet to research a variety of materials.
• Provided clerical services to administrators; type and edit correspondence, and maintain contracts and other important documents.