SUMMARY:

Highly skilled and results - oriented professional with over 10 years of hands-on combined experience in providing sales, product, technical and online support, troubleshooting and administration for both private and public sector industries.

CORE COMPETENCIES:

• Project Documentation and Monitoring
• Structured Data Management
• Tier I/II/III Technical Operational Support
• Networking and System Implementation
• Deskside Computer Support
• Customer Service Support
• Troubleshooting and Issue Resolution
• Training and Development
• Mobile Device Experience (Android/iPhone)
• Administrative Services Support

TECHNICAL SKILLS:

Operating Systems: Windows 10, Windows 8.1, Windows 8, Windows 7, Windows XP, Windows Vista, Mac OS

Ticketing Systems: Remedy, Service Now, Goldmine, Service Desk Express

Technologies: Microsoft Office Suite, Confidential Electronic Submissions Gateway, Confidential eOPF, Active Directory, Microsoft Exchange, Microsoft Remote Desktop, Windows 2012 R2, Migration Operational Utility (MOU), GoToAssist, Cisco IP Phone, Cisco VPN, Junos Pulse, Team Viewer, Bomgar, Mainframe, Adobe (Acrobat and Reader), MDEC, UCS, VM Mirage, ZENworks.

PROFESSIONAL EXPERIENCE:

Confidential, State of Maryland

Desktop Support Specialist

Responsibilities:

• Reads and responds to all trouble tickets and service requests via the Service Now ticketing system.
• Provides in-person deskside technical support, set-up, and installation of all state-issued computers (Lenovo brand tiny desktop computers, Lenovo brand laptops, and Lenovo brand Yoga tablets), printers, monitors, and all other devices throughout the state of Maryland judicial court system.
• Provides remote technical support, set-up, and installation of all state-issued computers (Lenovo brand tiny desktop computers, Lenovo brand laptops, and Lenovo brand Yoga tablets), printers, monitors, and all other devices via the use of the Bomgar remote console throughout the state of Maryland judicial court system.
• Provides in-person and remote support for all state-issued software (Adobe Reader, Adobe Acrobat, MDEC, Mainframe, Microsoft Office 2013, RCS, UCS, etc.) throughout the state of Maryland judicial court system.
• Configures email and reset email passwords for all state of Maryland judicial court system users via Active Directory.
• Grants permissions, activates, deactivates, and changes group policies and assignments as necessary for all state of Maryland judicial court system users via Active Directory.
• Sets-up and configures all state-issued computers and devices to desired specifications for all new and existing users throughout the Maryland judicial court system.
• Captures and drops judicial court system specific images on all computers to desired specifications for all new users via the VM Mirage system.
• Keeps living records of all state-issued devices that were issued to, and returned from, all new and existing users.

Confidential

Help Desk Technician II

Responsibilities:

• Read and responded to all trouble tickets and service requests via the Track-It ticketing system.
• Provided in-person deskside technical support, set-up, and installation of all company issued computers and mobile devices (Apple MacBook Air, Apple iPad, Apple iPad Mini, Dell laptops and desktops, and Microsoft Surface tablets).
• Provided remote technical support and set-up for all company issued computers and mobile devices (Apple MacBook Air, Apple iPad, Apple iPad Mini, Dell laptops and desktops, and Microsoft Surface tablets).
• Configured email, email signatures and voicemail set-up via Active Directory and Microsoft Remote Desktop.
• Granted permissions, activated, deactivated, and changed group assignments as necessary for all users via Active Directory.
• Installed and configured Junos Pulse (VPN) client for all new and existing users, when remote access from remote locations is necessary.
• Set-up and configured Cisco IP Phones and Cisco Unified Personal Communicator (CUPC) for all new users.
• Set-up and configured all company issued computers and devices to desired specifications for all new and existing users.
• Captured and dropped company specific images on all computers to desired specifications for all new and existing users.
• Discovered and configured company network printers for all new and existing users.
• Kept living records of all computer and mobile devices that were loaned to, and returned from, all new and existing users.

Confidential

Help Desk Specialist

Responsibilities:

• Read and responded to all trouble tickets and service requests via the GoToAssist remote ticketing system.
• Provided in-person deskside technical support, set-up, and installation of all company issued computers and mobile devices (Apple MacBook Air, Apple iPad, Apple iPad Mini, Hewlett-Packard EliteBook 9470M, Lenovo Yoga tablets, and Microsoft Surface).
• Provided remote technical support and set-up for all company issued computers and mobile devices (Apple MacBook Air, Apple iPad, Apple iPad Mini, Hewlett-Packard EliteBook 9470M, Lenovo Yoga tablets, and Microsoft Surface).
• Configured email, email signatures and voicemail set-up via Active Directory and Microsoft Remote Desktop.
• Granted permissions, activated, deactivated, and changed group assignments as necessary for all users via Active Directory.
• Installed and configured Cisco Virtual Private Network (VPN) client for all new and existing users, when teleworking is necessary.
• Set-up and configured Cisco IP Phones and Cisco Unified Personal Communicator (CUPC) for all new users.
• Set-up and configured all company issued computers and devices to desired specifications for all new and existing users.
• Captured and dropped company specific images on all computers to desired specifications for all new and existing users.
• Discovered and configured company network printers for all new and existing users.
• Kept living records of all computer and mobile devices that were loaned to, and returned from, all new and existing users.

Confidential

Systems Analyst

Responsibilities:

• Provided data migration and reporting services for new and existing client data within the Migration Operation Utility (MOU)
• Responsible for all MOU-related reporting tasks and processes.
• Addressed client needs by loading client provided files to the target database, or exporting existing data.
• Maintained a migration database to enable data loading, modification and reporting.
• Interacted with network engineers and fellow MOU operators to refine requirements and provide assistance regarding client data requests.
• Served in primary and backup migration roles, as needed.
• Consulted with Software Developers to research and correctly interpret business requirements and technical specifications, with the current application version or future enhancements.

Confidential

Help Desk Representative (Tier II)

Responsibilities:

• Responded to trouble tickets and service requests escalated from Tier I CSRs.
• Researched and resolve inquiries in a professional, timely, and accurate manner.
• Escalated Tier III inquiries and issues via Remedy ticketing system, based on document processes, policies, and procedures, to the appropriate help desk.
• Documented all inquiry activities via Remedy ticketing system.
• Provided responses to inquiries in writing, via email and Remedy ticketing system.
• Followed up on all Tier III escalated inquiries, via email and Remedy ticketing system.
• Completed feedback loop with appropriate Tier I CSRs.

Confidential

Help Desk Support Analyst

Responsibilities:

• Read, replied to, and resolved 25-50 tickets/requests daily from generic drug facilities.
• Monitored and categorized tickets/requests by incident and document for use in FAQ repository.
• Monitored and sorted facility submissions through Confidential Electronic Submissions Gateway to investigate and resolve errors.
• Provided weekly and ad-hoc transactional statistical reports to detail request trends, number of inquires, escalation points and resolution.
• Supported project management through facilitation of meetings with key business areas and stakeholders.
• Updated project documentation - FAQs, processes and problem resolution.
• Wrote technical and project management standard operating procedures, i.e. how to submit files through Confidential Electronic Submissions Gateway, withdrawal a previously submitted file, and validate XML files via Confidential validation tools. Also provided HL-7 and XML technical support as necessary.

Confidential

Retention and Financial Aid Specialist

Responsibilities:

• Resolved billing and account issues and/or discrepancies and advising students of outstanding balances and dates of disenrollment.
• Provided guidance to students on how to accurately complete all online applications, i.e. enrollment applications, FAFSA, Sallie Mae payment plans, etc.
• Performed comparative analysis for prospective students of other universities and provided accreditation information.
• Provided statement of account and invoicing requests to Customer Relations and Collections department through the use of Remedy ticketing system.
• Provided status updates to students of tuition assistance, reimbursement and remission from third party funding sources.
• Tracked all calls via Remedy ticketing system, search for account records via Goldmine, accounting for 97% of answered call rate and 2-3% abandonment rate per day.
• Performed periodic follow-up calls with prospective and returning students.