SUMMARY:

• Authored and deployed a comprehensive suite of helpdesk technical support documentation (e.g., operations manuals, deployment guides, inventories, training manuals, etc.) that established formal processes, drove efficiencies, and supported significant customer service improvements.
• Developed excellent communications and interpersonal skills through use of multiple communications mechanisms (e.g., direct contact, secure phone, email, website, chat, etc.) to provide high - quality Tier 2 helpdesk support.
• Tracked and analyzed support calls and information requests per month to identify critical issues and develop creative strategies to enhance end-user capability.

TECHNICAL SKILLS:

Hardware: Android Apple A/V Hardware Blackberry Cisco Dell Docking Stations HP Re-imaging PC’s iPad iPhone Jabra Laptops Macbooks Network Hardware PC Hardware PIV Cards Polycom PrintersRSA Tokens Samsung Surface Pros

Software & Applications: Access Card Utility Activclient Active Directory Adobe Arcobat Avaya One-X Agent Blackberry Work BES 5/10 Bomgar Citrix Cisco Anyconnect Cisco Finesse Cisco Jabber Good Control/Enterprise/Work Junos Pulse Lync MaaS360 McAfee Virus & Encryption Meeting Planner Microsoft Office Suite 2010/13/16 Microsoft SharePoint Migration MobileIron Parallels VM SCCMServiceNow Shared Drives Skype for Business Splunk Virtual Machines VPN WebEx

Operating Systems: Android OS Apple iOS Blackberry Linux Mac OS Windows 7 Windows 8 Windows 10

PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, MD

Responsibilities:

• Admin for Active Directory, Mac, Window PC’s, and MDM (Mobile Device Management) including Good Control, Good for Enterprise, Blackberry Work, BES 5/10 (Blackberry Enterprise Service) and GFE mobile devices.
• Identified and implemented corrections daily for cloud migration issues on user’s PC’s, Mac’s, Mobile devices, Microsoft Office O365 and SharePoint.
• Managed helpdesk processes to route incoming tickets, provide end user communication, and resolve issues to support rapid and efficient customer response for all 27 NIH Institutes and centers supporting 45,000 users.
• Responded to user tickets and troubleshoot technical issues via phone, email, and remote access using Bomgar.
• Provided Tier II solutions with multiple operating systems (e.g., Android OS, Apple iOS, Apple OS, Windows 7/10, etc.) and applications (e.g., Active Directory, Outlook 2010/2016/O365, PIV cards, RSA Tokens, Good for Enterprise, Good Work, Blackberry Enterprise Service 5/10, etc.)

Confidential, Rockville, MD

IT Support Analyst

Responsibilities:

• Deployed McAfee Encryption and encryption applications on user devices, workstations, laptops, tablets.
• Reported Ransomware virus’s to security team and advised users on security protocol. Scanned and re-imaged effected laptops.
• Migrated/Reimaged user workstation’s, laptop’s, and surface pro’s and ensuring all software was up to date.
• Provided first contact Tier II resolution for majority of incoming requests and provided deskside/remoted support to perform diagnostics and analyze issues.
• Installed approved applications and images on company-provided computers or mobile devices
• Properly assign/escalated issues to other support teams as required, and followed up to ensure completion
• Captured and documented knowledge solutions for internal re-use and customer self-service.

Confidential, Washington, DC

Tier II Deskside Support Technician

Responsibilities:

• Provide daily, on-site customer facing support for 2000+ end users and Secretary of Commerce VIP members.
• Deployed McAfee Encryption and encryption applications on user devices, workstations, laptops, tablets
• Setup/Re-imaged laptops and workstations with Microsoft Deployment Toolkit Lite Touch Installation (LTI) from the image server, added encryption, added user/domain and installed latest software updates.
• Supported and diagnosed issues with Microsoft Office 10/13/16/O365 and Microsoft SharePoint on Dell PC’s, Surface Pros and mobile devices.
• Employed the 7 Pass DoD 5220.22-M Data Wipe Method for all hard drives requested for decommissioning.
• Insured user’s hardware worked properly including troubleshooting devices, migrating/reimaging/wiping workstations, laptops, and mobile devices.
• Admin for Windows, MDM (Mobile Device Management), McAfee Encryption and RSA tokens.
• Conference room support for users using laptops, multiple flat screen TV’s, projectors, and multiple AV setups.
• Demonstrated knowledge of IBM MaaS360 through enrollment and technical support of government mobile devices. Also, managed users RSA Tokens for VPN and PIV card readers.

Confidential, Silver Spring, MD

US Service Desk Analyst

Responsibilities:

• Managed helpdesk processes to route incoming tickets, provide end user communication, and resolve issues to support rapid and efficient customer response.
• Supported users with any issues during Cloud Migration and with Microsoft SharePoint.
• Administered remote desktop support through SCCM and Screenshare to over 5,500 Discovery employees globally.
• Delivered a high-quality customer experience through in-person technical support and issue resolution at the Tech Know Bar.
• MDM (Mobile Device Management) admin for MobileIron and Blackberry Enterprise Services.
• Demonstrated deep knowledge of ServiceNow to regularly document diagnostic steps and user communications.
• Leveraged multiple applications to improve the organization’s operating capabilities and security posture, such as Active Directory for user account creation, Avaya One Agent for helpdesk response, Junos Pulse VPN for secure connections, and Shared Drives for end-users.
• Troubleshot issues with diverse operating systems (e.g., Android OS, Apple iOS, Apple OS, Windows, etc.) and applications (e.g., Citrix SAP, Dealbuilder, Gabriel, Outlook 2010/2016/O365, MeetingPlanner, MobileIron, etc.).