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Tier 1 Help Desk Analyst Resume

Bethesda, MD

TECHNICAL SKILLS:

Software Applications: Salesforce, Remedy, Active Directory, VPN, Outlook 98, 2000 and 2007, Windows 2000 and 2007,Windows XP Professional, Secure - Id, JAVA, Checkpoint, TCP/IP, Confidential, Confidential Network Management, InfobloxNims, TECS, TSO, TPX, ISPF, SDSF, Citrix Metaframe, TSWEB, TMON, Redgate, Lotus Notes, Putty, VTAMNetview, Omegam0n, JES2, JCL, CMAX, TACACS, Windows NT, Confidential Netware 5.0, Resmon, NETCOOLWhat's Up Gold, Resgate, DynaComm Elite, Peregine, PCAnywhere.

Hardware: Dell PowerEdge servers, various brands and models of desktops, various brands of laptop, tough booksFOBs, Smart Card, Secure-Id, PIV cards, passport scanners, Microsoft Exchange 2003 Server, SQL Server, Windows NT Server, various Confidential printers, Confidential Terminals 32784341, 3033, 4331, Confidential Tape Drives 3480, 3422, 3420, and CISCO Router 5600

PROFESSIONAL EXPERIENCE:

Tier 1 Help Desk Analyst

Confidential, Bethesda, MD

Responsibilities:

  • Answer incoming calls to Confidential Contact Center from grantees, users and clients of the Confidential ’s Electronic Hand Book.
  • Escalate any calls to Tier 2 when deem necessary.
  • Log all incoming calls in Salesforce ticketing system.
  • Reset Confidential ’s passwords for Confidential employees.
  • Responsible for giving users instructions on how to create an Confidential account.
  • Also assist grantees on how to add a grant to his/her Confidential portfolio in order to make sure that the only authorized users have access to the grant information.
  • Assist users on how to change a Project Director in Confidential to give other users access to do work on a grant.
  • Give user instructions on how to Register an Organization to Confidential to request funds from Confidential .
  • Give users instructions on how to request a Prior Approval for carry over funding from Confidential .
  • Assist user on how to request a Submission Deadline Extension of funding in Confidential to Confidential .

Records Management Analyst

Confidential, Arlington, VA

Responsibilities:

  • Train new hire employees on the Record Retirement System/ ERMS system and how to inspect proposals in workshop and meetings
  • Train new hires on the operations of the Pilot Program
  • Provide informational knowledge to the employees with questions regarding the Record Retirement System
  • Liaison between the NSF and the Federal Record Center for box deployment
  • Assist the Manager in daily operations of the Confidential department as needed
  • Retrieve and inspect proposals for the Division Administrative System ( Confidential )
  • Input the retrieved information into the Record Retirement System Monitor active grant files, maintain program records, and provide general administrative support for assigned programs and process proposals Create index lists for the proposals
  • Print out the created index lists for approval by the immediate supervisor
  • Analyze procedures/processes and makes recommendations for improvements
  • Maintain calendars and schedule appointments and conferences
  • Log and track controlled correspondence for incoming requests
  • Welcome visitor, receive incoming calls and determine the nature of the call/visit
  • Handle all inquiries independently or refer it to the appropriate staff member
  • Brief staff members on matters to be considered before scheduled meetings
  • Develop software packages to prepare spreadsheets and database for staff members
  • Review correspondence and documents to ensure proper format and grammar
  • Fax approval forms to the Confidential department
  • Retrieve and distribute faxes
  • Develop and maintain filing systems
  • Prepare boxes for pick up to be sent to the Confidential .
  • Scan Confidential records and documents to scanner using the Confidential i3400 scanner.

Service Desk Analyst

Confidential, Windsor Mills, MD

Responsibilities:

  • Provide desktop support to internal and remote customers; resolve help desk tickets in accordance with established SLAs.
  • Responsible for logging all calls in Remedy ticketing system.
  • Responsible for password resets in Windows, Checkpoint, Outlook and Active Directory.
  • Remote to client's computer, using PC Anywhere to give assistance with any log in issues.
  • Responsible for disabled accounts and account lock outs.
  • Responsible for PIV/Secure - Id log in issues.
  • Responsible for software installation, Adobe Applications, Microsoft SuitesJAVA etc.
  • Responsible for drive/ printer mapping.
  • Provide assistance with VPN connection/log in issues to clients remote or in the office.
  • Assist Intranet/Internet logon issues; security settings, clearing cacheadding trusted sites.
  • Responsible for Blackberry request/password reset.
  • Assist clients with archiving, adding permission, configuration, finding Confidential files in Outlook.
  • Assist users calendar issues, meeting planning, out of office settings, email encryption.
  • Responsible for assisting clients with how to power on/log on to laptop or desktop.
  • Responsible for laptop issues; wireless connection, air card, virtual keyboard, docking and undocking f laptop.

National Helpdesk LAN Administrator to Communication Technician

Confidential, Springfield, VA

Responsibilities:

  • Served as Tier I Help Desk /LAN Administrator, responsible for managing all Confidential, Active Directory, Lotus
  • Notes and Windows 2000/2003 NT domain accounts for Confidential clients, agents and officers.
  • Responsible for configuration of laptops. Support local and remote users with any password, logon errors or issues via Confidential
  • Network Management software.
  • Responsible for resetting and monitoring the up time of all Rep servers, and respond according to issues and coordinate with Network Engineering when necessary.
  • Also responsible for creating Citrix Metaframe and VPN accounts for users as requested.
  • Troubleshoot and reset Secure-ID token cards and Confidential .
  • Answer any calls and create ticket using Remedy Ticketing System.
  • Responsible for making the best effort to resolve issues before escalating to a higher level.
  • Resolved help desk tickets in accordance with established SLAs.

Tier II Communication Technician

Confidential

Responsibilities:

  • Provide problem management and router configuration services.
  • Manage network changes, allocate and manage domain names and IP addresses.
  • Manage distribution and operation of software and coordinate with affiliated Provide network accessibility to all Confidential users, agents, and officers connecting to the network from outside of the physical premises.
  • Responsible for troubleshooting all outages and connectivity issues via Confidential and Confidential, if deem necessary escalate to a higher level.
  • Answer all calls routed to the Network
  • Operation Center and resolved NOC tickets in accordance with established SLAs.

Computer Operator I

Confidential, Springfield, VA

Responsibilities:

  • Served as a Computer Operator I, operate and monitored Confidential mainframe using MVS/XA/OS.
  • Responsible for data center operations to include taking regular backups, monitoring system logs, and controlling physical access.
  • Troubleshoot any mainframe problems that may occur in a data center environment.
  • Also used TCP/ IP in the mainframe environment.
  • Stopped and restarted the Cross Domains and Major Nodes, when deem necessary.
  • Monitored all Confidential system activity, including Confidential regions.
  • Assist the Situation Room with assuring that secret jobs were ran in a timely manner with no errors.
  • Responsible for all scheduled and unscheduled system Confidential, Also was responsible for all calls routed to the Data Center regarding any Confidential mainframes issues.
  • Also, responsible for print room and tape operations.
  • Responsible for secret tape backups; ensure tapes are securely vaulted offsite.

Senior Computer Operator

Confidential, Arlington, VA

Responsibilities:

  • Served as a Senior Computer Operator, support UNIX, Database, Central LAN Management and E-Mail administrators.
  • Responsible for data center operations to include taking regular backups, monitoring system logs, and controlling physical access.
  • Troubleshoot any mainframe problems that may occur in a data center
  • Responsible for data recovery backup tapes, on multiple mission critical servers and systems.
  • Monitored all Confidential system activity, including Confidential regions. Responsible for all scheduled and unscheduled system Confidential 's, Also was responsible for all calls routed to the Data Center regarding any Confidential mainframes issues.

Computer Operator

Confidential, Beltsville, MD

Responsibilities:

  • Served as a Computer Operator II, Performed all system Confidential 's scheduled or advised.
  • Monitor and operate Confidential
  • Mainframe 3090/600e, TMON, Omegamon and Amdahl 5890 using MVS/ESA operating system.
  • Responsible for processing and monitoring VM backups on the Confidential generator, also secured tape facility all jobs in process.
  • Responsible for secret tape backups; ensure tapes are securely vaulted offsite.
  • Monitored all jobs in progress and corrected any aborted or jobs that failed after proper authorization.

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