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Customer Service Technician/help Desk Operations Resume

Alexandria, VA

SUMMARY:

Seeking a long - term to permanent position with the ability to apply my knowledge skills as well as grow and learn.

PROFESSIONAL EXPERIENCE:

Customer Service Technician/Help Desk Operations

Confidential, Alexandria, VA

Responsibilities:

  • Provides phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics.
  • Diagnoses internal and external inquiries and work requests as they relate to maintenance of desktop and universal laptop computers and customized applications/systems.
  • Provides end-user software troubleshooting and support to internal and external users/customers.
  • Applies diagnostic techniques to identify problems; investigate root cause analyses; and recommend solutions using Remedy 7.6 IT Service Management Suite.
  • Provides troubleshooting and support for over 200 customized applications supporting over 10,000 users.
  • Assists in the administration of remote user workstations and resolution of remote connectivity issues; as needed.
  • Provides help-desk and email support for local and off site users.
  • Maintains current knowledge of the Windows 7 desktop environment; networking, access technologies; and applications supporting users.
  • Installs; configures; and upgrades computer hardware and software; as needed.
  • Participates in special projects; as needed.

IT Service Desk Analysts

Confidential, Charlottesville, VA

Responsibilities:

  • Implemented new desktop applications and assisted with migration of existing applications.
  • Maintained, repaired, and deployed IT hardware as per currently supported standards
  • Updated problem management systems, as well as projected and changed request system and communicated progress to customers
  • Supported various end users with hardware and software including procedural problems
  • Worked with Microsoft Active Directory, Windows desktop OS
  • Provided technical support to end users for system communications (LAN/WAN).
  • Completed annual goals

IT Help Desk Technician

Confidential, MD

Responsibilities:

  • Provided technical support to end users for personal computers, system communications (LAN/WAN) and/or software applications (e.g. packaged products/custom applications to comply with establish service level agreements).
  • Interfaced with end users to resolve problems concerning system functions reported through a problem ticket.
  • Reviewed information provided and diagnosed issues based on established procedures and scripts; and resolves problems by following scripts and assessing diagnostic information.
  • Performed routine install, moved, added, and changed (ICMS) activities based upon prescribed procedures and processes.
  • Diagnosed basic problems initiated basic scripts or loaded routine patches to implement defined technical activity; and escalates unresolved issues or problems.
  • Provided technical services in support of project work, works with project teams defined technical activities, such as distributing new personal computers or developing new software, in accordance with established guidelines and procedures.
  • Provided basic or routine guidance and training to client population on system and products to eliminate recurring errors for smaller or stand-alone systems/products with minimal coordination.
  • Maintained currency regarding routine technological, product, process and/or other advances, specifically in line of service, to ensure team performance and achieve team objectives.

IT Help Desk Technician

Confidential, Winchester, VA

Responsibilities:

  • Participated in the review of performance/programing and technology implementation in a client-server technical environment; and performed routine and recurring programming and system administration responsibilities on the client-server-based systems such as providing technical support to end users for personal computers system communications (LAN/WAN) and/or software applications.
  • Provided technical call center operations by communicating effectively with technical and client-server-base by diagnosing, troubleshooting, and assisting in the review of resolving client issues with computer software/hardware requests, maintenance, installations and upgrades (e.g. Hardware: PC workstations x86 and x64 based, IBM compatible PCs, Mobile devices to include Android, iPhone, Windows Mobile; Software: Windows XP, Windows 7 Professional, Windows Server 2003, 2007, 2010, Microsoft Office 2003, 2007, 2010) to ensure adherence to FEMA’s mission goals and objectives; and identified new/improved equipment for potential use throughout FEMA, and recommended incorporating into the established IT systems.
  • Assisted senior specialists and other team members (3rd party support) to identify problems areas develop recommendations and assist senior specialists with implementing corrective actions.
  • Made recommendations to improve existing operations, and the interfacing new or updated systems.
  • Participated in planning, coordinating, and defining less-complex IT capabilities and resources that lead to the design and implementation of new and improved information systems for FEMA
  • Answer and return phone calls and Emails promptly in the order received
  • Maintain my specific support hours on Outlook calendars

IT Help Desk Technician

Confidential, Leesburg, VA

Responsibilities:

  • Diagnosed, troubleshoot, and resolve client issues with software/hardware maintenance, installations and upgrades (Hardware: PC workstations x86 and x64 based, IBM compatible PCs, Mobile devices to include Android, iPhone, Windows Mobile; Software: Windows XP, Windows 7 Professional, Windows Server 2003, 2007, 2010, Microsoft Office 2003, 2007, 2010)
  • Provided technical call center operations by communicating effectively with technical and non-technical staff
  • Answered and returned phone calls and Emails promptly in the order received
  • Made In person Help Desk support service in the order received
  • Maintained my specific support hours on Outlook calendars

Infrastructure Server Room Developer

Confidential

Responsibilities:

  • Data entry
  • Traced cables and manage cables
  • Monitored the effectiveness of servers and routers to assure they are working properly and map server rooms
  • Conducted inventory and audits of supplies, servers, and routers
  • Created and generated reports to reflect inventory levels, shipments, etc. for use by management/staff
  • Used various programs to assist me in my duties such as Microsoft Word, Excel, Access, etc
  • Installed and repair servers and routers for Confidential (HP), Dell, and Cisco, etc.
  • Monitored the effectiveness of servers and routers to assure they are working properly
  • Conducted inventory and audits of supplies, servers, and routers
  • Created and generated reports to reflect inventory levels, shipments, etc. for use by management/staff and appropriate Lockheed Martin subsidiary representatives
  • Used various programs to assist me in my duties such as Microsoft Word, Excel, Access, etc

Customer Service Representative

Confidential, Arlington, VA

Responsibilities:

  • Contacted potential clients/businesses to offer them promotional packages
  • Set up appointments for the salesperson with new and existing clients
  • Maintained contact log for clients and potential clients
  • Called clients to help setup their marketing computer software
  • Help troubleshoot the marketing program/software with clients
  • Prepared daily and weekly reports of phone contacts and sales
  • Gave details of business promotional packages to help client increase sales

Warehouse Technician/Clerk

Confidential, Sterling, VA

Responsibilities:

  • Efficiently picked customer orders for shipment, ensuring that the correct items and quantity are pulled for each order;
  • Inspected picked orders for correctness and/or defects;
  • Packed orders to ensure product arrives free of damage to our customers;
  • Used shipping manifest computer stations to process packages for shipment via small parcel carrier services;
  • Built pallet of processed shipments for loading onto carrier's truck;
  • Occasionally operated a forklift to prepare and load shipment;
  • Received and unloaded shipments, record shipment data, including damages for shipment received;
  • Utilized hand held scanning device to process inventory transactions and track productivity and labor utilization;
  • Relied on instructions and pre-established guidelines to perform the functions of the job
  • Received inventory related documents (e.g. equipment/parts orders; supply/inventory lists; invoices; customs paperwork) from warehouse staff
  • Extracted information, entered data into department database files, and ensured that all documentation was consistent, resolved discrepancies as required
  • Developed and maintained reports and documentation to facilitate accurate inventory counts including records of audits, counts and adjustments of government computers and equipment
  • Created and generated reports to reflect inventory levels, shipments, etc. for use by management/staff and appropriate CACI subsidiary representatives
  • Prepared inventory (such as labels, postage, weighing, etc) for mailing and shipment through U.S. Postal and other carriers
  • Used computer to track inventory utilizing current Warehouse Management System (WMS) and other Microsoft software
  • Performed physical inventories and enter related information into the database
  • Reviewed transaction records to research inventory discrepancies
  • Used electric pallet jacks and forklift to move inventory within the warehouse and for loading delivery trucks
  • Used various hand and power tools in my course of the day to prepare orders and inventory

Customer Service Representative/telemarketer

Confidential, Sterling, VA

Responsibilities:

  • Contacted potential clients to offer them office equipment
  • Set up appointments for the salesperson with new and existing clients
  • Prepared office equipment orders from clients
  • Answered clients help questions on office equipment
  • Received calls from clients to help set up initial consultation on office equipment
  • Contacted existing clients to survey their satisfaction with their purchase
  • Maintained contact log and inventory
  • Prepared daily and weekly reports of phone contacts and sales
  • Gave details of the office equipment we sell (Knowledgeable of Konica, Minolta, and Samsung copiers and printers)

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