SUMMARY:

• Experience in 100+ user environment
• Experience in fast paced and high call volume environments
• Confidential with a 10 year background in the Information Systems Industry and 2 years+ civilian seeking a position as a hands - on desktop support specialist and/or IT specialist working in a helpdesk environment.

TECHNICAL SKILLS:

Security Technologies: Digital Certificates; Anti-Virus Tools (Norton, Symantec, Ghost)

Environment: al Support: Windows 8, 7, Vista/XP/NT, MAC, Android, Blackberry, iPhone, iPad, Scanners and Printers. Standard internal and external configuration.

Networking: LANs, WANs, Routers

Software: MS Office (Word, Excel, Outlook, Access, PowerPoint)

PROFESSIONAL EXPERIENCE:

Confidential, Largo, MD

IT Call Center Technician

• Call Center Technician providing the University of Maryland University College 24-7 / 365 support via email, phone call and online chat supporting to more than 90,000 Students and Faculty (Stateside and Overseas). Tracks incoming inquires with a remedy-based tracking system. Supplies general knowledge about UMUC and provides technical support for websites and programs used by the University.
• Offers remote assistance for customers not as computer savvy ensuring that their systems are up to par to fully utilize school Learning Management tools for online and hybrid classes. Supports Students/Faculty and Staff systems using Windows (XP, Vista, 7 and 8), Mac (Tiger, Leopard, Snow Leopard and Lion) and Personal Devices to include Blackberry, Android, iPhone and iPads. Capable of troubleshooting and offering technical support for Microsoft Office, Java, Adobe and Internet Browsers such as Internet Explorer, Firefox, Google Chrome and Safari.
• Experienced in fast paced/ high call and chat volumes. Ability to touch-type and enter detailed information in the trouble ticketing system while interacting with customers telephonically. Able to close out cases and have follow-up emails sent out to customers before the end of the call. Consistent at wrapping up calls and being readily available for the next caller with little to no interruption. Capable of providing chat services with up to three customers with no lag time simultaneously providing excellence customer service. Ability to type around 58 wpm. Follows up with customers before closing out cases ensuring the best worldwide customer service.

Confidential, GA

Helpdesk Support Specialist

• Desktop specialist troubleshooting communications and information equipment. Assists customers via phone, email, remote access and walk-ins with all computer peripherals issues to include CAC-card problems. Create and maintain user email accounts. Tracks all inbound and outbound trouble tickets in footprints database while prioritizing responses. Ensures the standardized installation of Windows XP and Vista systems and other required software to include scheduled computer patches. Upgrade and replaced hardware and software systems ensuring the customer is comfortable with the new change with a follow-up call. Provided blackberry support for customers. Load software/drivers on new systems and assist users with mapping drives and printers on the network. Provide set up support, and breakdown of any IT equipment needed for training and weekly meetings.

Confidential

Helpdesk/ Desktop Support Specialist

• Computer technicians in a remote location for 50+ users. Created and dropped network cable around camp. Setup and maintained user accounts on both unclassified and classified systems. Performed configuration, management and initial diagnostics of information systems running on Windows XP. Ran system diagnostics and determined cause of hardware and software issues. Reimaged laptops and desktop computers when deemed necessary. Assisted users with account issues; ensures security and proper access to network. Provided support to personal laptops running on Microsoft XP and Vista. Inventoried $200K+ of radio/computer COMSEC equipment; ensured 100% accountability of all sensitive items.

Confidential, CA

Helpdesk/ Desktop Support Technician

• Excellent Call Center Skills. Oversaw daily support for computer systems in 22 different geographical locations on base running on Windows XP. Provided in-person desktop support for VIPs in the evenings or weekend when needed. Setup permissions for folders on the network for users. Unlocked user accounts/reset passwords. Ensured the standardized installation of operating systems and other required unit software packages. Responded to emergency requests; quickly resolved issues ensuring 500 customers at 5 activities were unaffected. Masterfully accounted for $92K computer assets. Vital in network standardization implementation; ensured computers were compliant by attending follow-on training. Implemented plan to meet Air Force computer lifecycle goals replacing computers with new technology.
• Worked well in a less structured environment without support at deployed location at Balad, Iraq. Managed the only Air Force Cyber Café on base as the sole administrator of 40 computers/phone lines. Maintained professional customer service environment with fast pace computer support. Oversaw 30,000+ computer users daily who utilized the Cyber Café as means to contact family and friends back home. Facility was operational 24-7 and involved being on call for nightly support. Responsible for the maintenance of equipment which included ghosting desktops with Windows XP, installing patches, upgrading and or replacing hardware/software. Provided hands-on desktop/laptop support for government computers as an additional duty. Installed software and replaced hardware when deemed necessary. Created email user accounts, reset passwords, setup .pst files and installed scanners and installed standalone printers and mapped network printers for users.

Confidential

Helpdesk/ Desktop Support Technician

• Working knowledge of Windows XP. Maintained a professional customer service environment with information management support for flight personnel. Performed hands-on routine maintenance that included resolving hardware and software issues for end-users on NIPR and SIPR computers. Responsible for inputting user trouble tickets into tracking database. Knowledge of prioritizing customer calls/emails above others when appropriate. Performs follow up calls to ensure customer’s needs were satisfied before closing any trouble ticket. Created and maintained user email accounts, to include password resets and Setting up distribution mailbox’s. Responsible for configuring PCs and laptops with appropriate hardware and software applications for first time users.

Confidential, Fort Meade, MD

Helpdesk/ Desktop Technician, System Admin

• On call computer technician. Provides customers hands-on desktop/laptop support to the Information Flight to include remote access. Establish, maintains and monitors internal administrative procedures to ensure the successful completion of unit personnel actions in support of 500+ personnel assigned to the National Security Agency (NSA). Responsible for trouble-shooting customer service calls pertaining to issues with Windows 2000/XP to include concerns with printers (network and stand alone) and peripherals. Engages in the creation and management of user email accounts to include administrative support in Active Directory but not limited to creating/saving .pst files, email distribution accounts, setting up out of offices responses, etc. Provide desktop support in the evenings or on weekends when needed for special projects.