SUMMARY:

Ten years of professional experience that include, Service Desk, Administrative, and Networking Technologies. Acquiring additional roles that utilize my past expertise is essential. I look forward to the challenges that lie ahead.

TECHNICAL SKILLS:

Systems: Windows 2003, Windows 2007, Windows Server 2003, Windows Server 2008, Server 2010

Hardware: Servers, Hubs, Routers, Switches, PC s

Software: MS Office Suite, MS SQL Server, Visio, Remedy 6.3, Remedy 7.6

Networking: TCP/IP, DNS, DHCP, WINS, Ethernet, Token Ring

Ticket Tracking Software: Remedy, ServiceNow

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Help Desk Manager

• Respond to calls and integration issues
• Review open call tickets, and move tickets to resolution
• Analyze, research and update tickets within ServiceNow
• Perform in depth research based on integration issues for various disparate business app.
• Contribute to root cause analysis
• Enforce a strong commitment to standards and process within the team
• Track and update outdated iOS and application software
• Track cell phone inventory for investigators in the field.
• Offer guidance on new or recurring issues
• Confirms appropriate knowledge transfer to knowledge owners
• Ensure that the services meet their Service Level Agreements
• Assists in reporting for services

Confidential, Alexandria, VA

Quality Assurance Lead

• Perform evaluations of ticket created by SD analysts. Must possess attention to details in determining accurate ticket creation to include all information properly documented (i.e. customer info, categorization, resolution categories, KB articles, etc.)
• Perform Call Listening evaluations. Must listen to analyst as they receive calls to determine their ability to obtain pertinent customer information, analyze problems, perform effective troubleshooting, and resolution.
• Create auditing formats for tier 1, 2, & other department, example Accounts Management.
• In corporate data for Monthly Service Report that is delivered to government officials. Data that is submitted shows corrective action based on several outliners.
• Quality customer service - Evaluate analysts on how well they handle customer’s (i.e. pleasant voice, patience, avoid dead air, engage customer, etc.)
• Run daily reports for Incorrect Prod Cats, and Missing Resolution Categories, for Operations manager.
• Respond to CQC’s by researching issue and providing a detailed reporting to SD Management and Government on the events as they occurred.
• Review the validity of low FCR scores and APR escalations.
• Respond to Quality Review lists from the Government by having the analysts make corrections as applicable.
• Provide and administer training to new employee’s based on Understanding the Customer. (Training course I designed and teach new employee’s)
• Provide instruction on how to use Web-Ex, holding meeting and training courses.
• Provide technical on the job training to new Tier 1 & Tier 2 employees.
• Coordinate with Government official on ITSM resolution that may arise.
• Train tier 1 & tier 2 on Microsoft 365 cloud migration error’s

Confidential, Alexandria, VA

Senior Technical Analyst

• Gained a thorough understanding of the Government environment, unique needs, and applications, were able to troubleshoot and address PC hardware and software issues in a timely fashion.
• Research, provide and document accurate solutions to user problems.
• Create a ticket and document customer issues thoroughly.
• Troubleshoot, document, prioritize, and escalate help desk tickets within the specified timeframe.
• Bring reoccurring user issues and solutions to management’s attention.
• Acquired and maintain highly competent level of knowledge on relevant products, current support policies, and methods of support delivery.
• Keep track of individual ticket assignments and ensure that customer issues have been addressed and resolved to their satisfaction.
• Provided technical Remote Support to end users and resolve/escalate within the 4 hour SLA
• Utilize the Knowledgebase for issue resolution.
• Provided superior customer service for the duration of a phone call
• Ability to multi-task while troubleshooting.

Confidential, Alexandria, VA

Network Specialist

• Create new username and password for subscribers using our Active Directory
• Grant new subscribers access to various data feeds or reports using Active Directory
• Monitor proprietary data and transaction systems; resolve or escalate technical outstanding issues according to established protocol and guidelines.
• Perform nightly backups of multiple machines using third party tools.
• Archive records, backups and assist in the maintenance of accurate logs for each network attached device
• Resolve help desk requests issued by Board employees.
• Upgrade network attached workstations and servers.
• Build and compare daily records to ensure accurate records retention and dissemination.
• Monitor network health applications and escalate any alerts immediately.
• Identify and escalate processing issues in accordance with established procedures.
• Repurpose old servers for upcoming network design: set up raid configurations, install OS, IP Configurations, backups, restores, and ghost imaging.
• Interface with the external operations staff of organizations that supply data for TRS processing to resolve issues related to the transmission of data.