TECHNICAL SKILLS:

Operating Systems: Windows 8/7/Vista/XP, MAC OS

Software Applications: Active Roles Server Console, Avatier, Blackboard, Bomgar, CheckPoint Endpoint Security, Cisco Any Connect Secure mobility Client, Cisco Finesse, Cisco Jabber, Datatel, EHelpDesk Genisys, Group Link, Java, Microsoft Office Suite (2007/2010/2013/2016, Access, Excel, PowerPoint, and Word), Microsoft Lync (2010, 2013), Microsoft Outlook (2007,2010, 2013, 2016), Microsoft o365, Microsoft Office Web Access, Novell Client (Novell Messenger, Novell iManager, Novell iPrint, Novell Groupwise), ServiceNow IT Service Management Suite, Skype for Business

Hardware: Desktop/Laptop Support, VPN/Internet Connection Troubleshooting, Hardware Installation/PC Set Up, Xerox and printer Troubleshooting, I Phone, Blackberry, Android

Others: Ability to Explain Complex Information, Clerical Skills, Data Entry, Documentation Via Ticketing System, Help Desk, Aim for First Contact Resolution, Leadership, Problem Solving, Team Building, Verbal/Written Communication (email, phone and desktop support), Personal Dedication to Task, Active Directory Knowledge, Strong Organizational Skills, Analytical and Customer Service Skills, Remote Support Experience

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Specialist

Responsibilities:

• Provide troubleshooting/support services for connectivity or communication issues by identifying problems, performing necessary research, providing resolutions and following up on customer satisfaction
• Provide troubleshooting and technical support on application connectivity issues, and service customer calls and e - mail issue requests on multiple platforms and operating systems and resolving them per customer service level agreement
• Troubleshoot networking issues by utilizing researching applications, tech forums, internal knowledge base, and manufacturer’s websites to accurately assist the customer in arriving at a solution.
• Conducts performance checks to evaluate conditions of pc hardware
• Assists customers through remote assistance software, such as Remote Desktop Connection, Windows Remote Assistance, and Microsoft Lync with applications
• Record all issues/problems within the NIH Service Now system; and update and close tickets when resolved
• Act as liaison to strengthen relationship between NIH and CIT Help Desk agents, Relationship Management team and IC Support Personnel.
• When managing, triage customer service tickets to appropriate agents
• Perform quality assurance and assess agent’s job performance
• Assist other support agents when needed and provide interpretation and escalation intervention on technical problems as needed
• Identify errors with tickets, routing and provide solutions timely
• Coordinate communications channels during major incidents and record problem investigations in Service Now tracking system in timely fashion
• Follow quality control workflow to ensure proper documentation and quality of case handling
• Provide technical support to various institutes using Active Directory and other tools for account administration (password resets, unlocks, PIV card exemptions for computer log on and / or VPN connection
• Secure Email/File Transfer (password reset, account unlock)
• Assist and educate customers on NIH policies and procedure
• Support users of 27 institutes of NIH as well as external users (300,000 + end users) via phone support

Service Desk Specialist

Responsibilities:

• Provide technical support to various institutes using Active Directory and other tools for account administration (password resets, unlocks, PIV card exemptions for computer log on and / or VPN connection, enable active sync, account updates after legal name changes, create distribution lists, security groups, and resource accounts)
• Secure Email/File Transfer
• Respond to customer calls and e-mails on issue resolution per customer service level agreement
• Research on technical issues, escalate issues to other groups for resolutions as needed
• Follow up with customers to ensure quality service
• Strengthen relationship between CIT Service Desk Personnel and NIH Institute Users, and IC Help Desk Support Personnel.
• Record all issues within the NIH ServiceNow system; and update and close tickets when resolved
• Correspond with IT professionals from different institutes for ticket resolution
• Assist and educate customers on NIH policies and procedure
• Support users of 27 institutes of NIH as well as external users (300,000 + end users) via phone support

IT Technician- Student Assistant

Responsibilities:

• Troubleshoot hardware and software issues
• Answer student and faculty questions over the phone
• Log call activity
• Assign work order tickets to the appropriate support category (user support or media support)
• Go on work orders around campus
• Reset student and faculty’s myCSMD or Novell passwords, unlock or enable accounts
• Sync student’s accounts and add students into the Blackboard system
• Resolve at least 20 tickets per day creating a total of close to 200 tickets every 3 weeks
• PC setup
• Hardware installation
• Support 1,000+ end users

IT Technician- Student Assistant

Responsibilities:

• Troubleshoot hardware and software issues
• Answer student and faculty questions over the phone
• Log call activity
• Assign work order tickets to the appropriate support category (user support or media support)
• Go on work orders around campus
• Reset student and faculty’s myCSMD or Novell passwords, unlock or enable accounts
• Sync student’s accounts and add students into the Blackboard system
• Resolve at least 20 tickets per day
• Create a total of approximately 200+ tickets every 3 weeks
• PC setup
• Hardware installation
• Support 1,000+ end users
• Troubleshoot printer and Xerox issues ( paper jams, low ink/toner, staples)

Receptionist

Responsibilities:

• Answer phones
• Schedule appointments
• Collect and enter patient’s data into electronic charts (EMR)