SUMMARY:

Over 10+ Years of IT experience with customer service and Help desk positions

TECHNICAL SKILLS:

SharePoint Technology: Office 365, SharePoint 2013/201/2007, InfoPath, Web Technologies Microsoft IIS,DNS server, Sql server, Windows 2012 server/2008 R2.

Operating System: All Windows and Server platform, Microsoft Virtual PC 2007

Third Party Tools: Metalogix Migration Manager, Quest SharePoint Site,Administrator, DocAve Migration Manager.

Databases: SQL Server, MS - Access

Cloud: Office 365, Microsoft Azure, AWS, SharePoint online, Power BI

PROFESSIONAL EXPERIENCE:

Sr. IT Help Desk Support

Confidential, MD

• Morning stand up meeting, working with tickets including testing. Share document access for customers
• SharePoint as guest. SharePoint Maintenance, SharePoint Domain.
• Every day works with JIRA, ERIC, CTS, CEntry, Centurion, active directory, Service Now, SAT, QC, QA, Account testing, meeting
• Planning, HP ALM, Citrix Etc…
• Provide quality service to CDRH customers in all assigned tasks, while upholding CDRH values at all times.
• Support all internal and external customers with product training, knowledge and expertise.
• Provide solutions in a timely fashion for issues that may arise with all CSTAR products.
• Log and track support calls in the designated CSTAR system(s) prioritize and escalate jobs as required ensuring customer satisfaction.
• Identify trends in the support calls and develop documentation to address these most often reported problems
• And issues. Notify management of increasing trends, unusual activity or repeated activity.
• Brief customers as well as management on the status of current resolution efforts and attend daily/weekly meetings as requested or required.
• Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation.
• Access software updates, drivers, knowledge bases, and FAQ's resources on the Intranet to assist with end users issues.
• Assist other teams to initiate, design and manage effective support solutions as directed by our business needs.
• Assist with the development and testing of newly designed products for operational integrity and function
• Effectively communicate the ideas, expectations, and goals while working with and through others to achieve desired result.

Confidential, Rockville, MD

SharePoint Admin Support / Help Desk Support

• Assisted in maintaining and updating the SharePoint 2013 platform
• Assisted in keeping a daily log of SharePoint issues and submitting log each week to IT management
• Created and maintained basic SharePoint sites
• Managed office 365 SharePoint online Administration.
• Created users and assigned the permissions to the user groups.
• Develop SharePoint pages and created 25 complex SharePoint lists, views with Lookup columns for HR and
• Intranet portals.
• Involved in backup and restoring of the SharePoint sites using Metalogix tools.
• Worked as junior level SharePoint Administrator.
• Created users and groups in Active Directory.
• Provided 1st and 2nd Tier support to internal end users, both remotely and in person
• Imaged, configured and deployed computers and related accessories. Including configuration of Outlook,
• Lync, Group Mailboxes, Calendars and Department Sharing.
• Acted as Tier 1 and Tier 2 desktop support for Service Desk.
• Member of a 20+ person team that supported 200+ users as well as remote staff and the 1000+ staff at DC location utilizing remote, telephone and direct face to face support.
• Provided telephone and in-person support to staff, troubleshooting, diagnosing, resolving, and documenting
• Hardware, software, and network related technical issues.
• Tracked and monitored problems to ensure a timely resolution using Remedy
• Conduct system and data backups and archiving and imaging of computers
• Utilized Remedy Ticketing system to monitor requests, run daily, weekly and monthly reports to identify Trends / issues / concerns and provide recommended actions
• Build daily reports using MS Access and SharePoint and shared with Management team.
• Environment: SharePoint 2013, SQL Server 2008, Windows Server 2008 R2, Relationship Manager, Navision
• 5.0, Office 365, Metalogix, Remedy

Confidential, VA

Technical Support Specialist Chantilly

• Provide Desk side, email, and phone support
• Track and update tickets using Track It ticketing System
• Install, upgrade and replace software and hardware products
• Supports both local and network scanners and printers
• Reset user's network password using Active Directory
• Utilized Remedy Ticketing system to monitor requests, run daily, weekly and monthly reports to identify Trends / issues / concerns and provide recommended actions
• Give user's the necessary website access per manager's request
• Set up conference room VTC equipment
• Remote into user's computers to provide support via VNC and Log Me In
• Re-image laptops and desktops when needed using ghost server
• Installing safeguard and Trend Micro Virus protection on laptops
• Configure &Install safeguard encryption software on OPM laptops
• Move user's workstations as needed
• Set up new hire workstations and conduct New Hire Orientation
• Check all visitor's laptops for virus software
• Perform other duties as needed
• Answer and transfer incoming phone calls
• Provided Help Desk support via telephone along with entering info into Right Now Web ticketing system
• Reset users password accounts