SUMMARY:

• Professionally educated and experienced in the technical and internal IT realm.
• Highly skilled in customer service dealing with various types of consumers.
• Knowledgeable of maintenance and troubleshooting computer hardware.
• Very comfortable in working in teams as well as independently.
• An overall hard worker and leader.
• Excellent training and understanding of operating systems, virtual workstations, and also the main techniques to follow for safety.
• Knowledgeable of identifying viruses and scams; and also how to erase certain types while maintaining the quality of service and results.
• Personable and persuasive; able to build instant rapport.

CORE COMPETENCIES:

• Network Troubleshooting
• Equipment Maintenance
• Virus Identification
• Operating System Installation
• Excellent Customer Service
• Printer Troubleshooting

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

IT Coordinator

Responsibilities:

• Provided 25 Excutive Offices with general as well as personal assistance with hardware ( TVs, Computers, Printers, iPhones etc ...)
• Application assistance, web/intranet support, and physical support given to clients at anytime per request.
• Included remote assistance for users having Office 365 issues ( Excel, Word, Powerpoint).
• Excelled in cuatomer seevice during Annual Meetings where extra time and quality was needed for re - imaging of client's laptops and guest laptops; Updating user's profiles, backing up drives, and following up with all users.

Key Technologies/Skills: Office 365, Remedy, Jabber, Adobe, Intranet, IE, Google Chrome, Firefox, iTunes, iPhones, Laptops, MAC, e-mail support, TV, Phone (Cisco), Remote Support, Conference Room Setup

Confidential, Bethesda, Maryland

Helpdesk Specialist Intern

Responsibilities:

• Daily execution of backups, imaging, re-imaging; including decrypting and encrypting.
• Assisting the Helpdesk with in-person desktop support operations for company end-users.
• Use of ticketing system Service Now.

Confidential, Falls Church, Virginia

Applications Support Analyst

Responsibilities:

• Provided nationwide application and web support for agents and brokers associated with the Affordable Care Act. Web support including password resets, account locks/unlocks, following procedural PII from the end-user.
• Achieved customer appreciation through following SOP and training protocol. Also, applied IT knowledge already held.
• Acquired Public Trust Clearance. Allowances of VPN, Remedy, CALT, EUA (Enterprise User Administration), REGTAP (Registration for Technical Assistance Portal), and the CMS (Center for Medicare and Medicaid Services) Enterprise Portal.
• Received extensive and advanced knowledge of Health IT. Including security protocols, escalation procedures, permissions and access, and overall knowledge of the makeup of Health IT.

Key Technologies/Skills: MS Office (03. 08. 10), User training/Support, Phone and Online support, e-mail support, Windows 7 Professional, Remedy Ticketing System, MS Excel, Five9 Cloud Contact Center Software, VPN, Office 365, Outlook, VPN, CALT, EUA, REGTAP

Confidential, Washington, DC

Desktop Support Specialist

Responsibilities:

• Apart of a team whose responsibility was citywide support for over 90 Government agencies in the District, and over 2000 customers.
• Excelled in keeping the company’s Abandonment Rate at a steady and achieved percentage through successful FCR goals, and a high number of successful calls.
• Highly organized and accurate information received and stored via Active Directory and Active Roles, implemented on Remedy Force. Password resets, account unlocks and account modifications included in Active Directory/Roles responsibilities.
• Provided security improvements on customer software, allowing customer privilege with ultimately satisfactory results.
• Printer software successfully located and downloaded using the company’s standard method.
• Utilized my experience with LANDesk and Bomgar which improved remote troubleshooting results.

Key Technologies/Skills: OCTO Quick base(Ticketing, DIMS and Training), MS Office (03, 08, 10), User training/Support, Phone and Online support, Windows XP, Vista,7, 8 and 8.1, Active Directory and Active Roles, Java Security and IE Security, LANDesk and Bomgar Remote Control Tools, Remedy Force Ticketing System, Outlook, MS Excel, e-mail support.

Confidential, Washington, DC

Intern

Responsibilities:

• Assisted in various network and printer issues in local schools with a Tier 2 Technician.
• Successfully completed the installation and troubleshooting of hardware, software, and network issues in printers, desktops and laptops (both MAC and Windows).
• Prepared and upgraded all devices for the recently implemented online testing platform (PARCC) and assisted the school based staff to smoothly operate during the testing window.
• Showcased my leadership skills by being a Team Lead for a Call Center especially designed for PARCC assistance.
• Lead the Call Center successfully through organized participation of recruitment and training of new Technicians, tour and inventory checks at DCPS Warehouse, and check-ins with Tier 2 Technicians at local schools.

Key Technologies/Skills: MSOffice(03, 08, 10), OCTO Remedy ticketing system, PARCC, Windows XP, Vista, and 7, MAC, Re imaging PC’s and MAC’s, Setting up work stations, Assembling and disassembling PCs, Printers, Inventory Tracking, Driver Installation, Installing and configuring software, Troubleshooting network problems.

Confidential, Washington, DC

Responsibilities:

• Entered commands and observed system functioning to verify correct operations and detect errors.
• Configured (WAN) or (LAN) routers or related equipment.
• Identified the causes of networking problems, using diagnostic testing software and equipment.
• Inspected cables and wiring ensuring proper sustainability.
• Received proper safety knowledge of physical troubleshooting, and general work safety.
• OS knowledge; types, newest to oldest, advantages and disadvantages.
• Virus troubleshooting and identification.
• Practiced proper documentation via proper channels.
• Printer troubleshooting, and part identification, make and purpose.
• Motherboard identification and different purposes of each part.

Confidential, Alexandria, Virginia

Sales Associate

Responsibilities:

• Conferred daily with department team on improvements, sales and deals, customer satisfaction improvement, and swiftness of meeting the customer’s needs.
• Daily stock and merchandising upgrading due to seasonal changes, awareness days, etc…
• Gladly greeted every customer with a smile and a welcome.
• Constant inspection of department, making sure that everything was up to par meeting store and customer’s expectations.

Confidential, Arlington, VA

Sales Associate

Responsibilities:

• Computed sales prices and total purchases, and received and processed cash or credit payments.
• Attained knowledge of current sales and promotions, policies regarding payment and exchanges, plus security practices.
• Greeted customers and ascertained each customer’s needs.
• Recommended, and obtained merchandise based on desires.
• Organized stock of merchandise; succeeding in finding the specific material for all customers.

Confidential, Arlington, Virginia

Model

Responsibilities:

• Represented clothing brand by exerting positive customer service to gain customer satisfaction.
• Maintained updated visual, audio, and merchandising environment based upon seasonal changes and customer satisfaction of specific clothing, accessories, and beauty products.
• Collaborated with team to conduct overall improvement of the look and experience inside our specific department in order to deepen customer loyalty.
• Advised and consulted customers on sizing, coordinating different looks, and pricing of various items.
• Greeted every customer at the door, and informed them not only of how much they were welcome, but of different sales and special deals around.