TECHNICAL SKILLS:

Information Technology: Project & Program Management; Customer Service; Administrative Specialist; Security Management; Risk Management; Quality Assurance (QA); Communication; Remedy Ticketing System;

Computer MS: Word, PowerPoint, SharePoint and Excel; Content Management Systems: Remedy, Joint Deficiency Reporting System (JDRS) used by Navy and Marine users;

Programming Languages: Java.

WORK EXPERIENCE:

IT specialist

Confidential, New York, NY

Responsibilities:

• Perform large scale deployment, migration or laptop refresh project for the windows 10 migration at Ft Belvoir community hospital.
• Provide technical guidance and resolutions to other technicians and customers on complex troubles and projects.
• Utilize data and settings migration, imaging, application installation, and technologies. Provide customer service and support.
• Coordinate the installation, testing, operating, troubleshooting, and maintenance of systems.
• Use the full range of network systems (LAN/WAN) design principles, methodologies and approaches used in developing, testing, installing, operating, managing and/or maintaining network services that support functional requirements. Collaborates with customers to identify report requirements to translate data elements from the database to workable reports for the end - users and upper management.
• Evaluates and provides guidance to project team members on the process employed in the analysis, design, documentation, and testing and/or evaluation of systems or segments of systems.
• Research new technologies to provide improved systems in support of agency's enterprise. Train system users on new or changed operating systems, IT equipment, software and/or the application of security guidelines.

Help Desk Technician

Confidential, Arlington, Virginia

Responsibilities:

• Served as a liaison with higher level Command Contract Technical Representatives (CTRs) on NMCI-related issues. Received and recorded all trouble ticket calls received via phone calls, email, or voice mail into the call center ticketing system on SIPR/NIPR.
• Created, modified, and deleted internal users' system accounts. Assisted clients with their IT software and/or hardware issues. Assisted users via phone or on-site support to install, upgrade, and maintain desktop and portable computer hardware, software, printers, and peripherals. Maintained baseline image of standard client workstation configuration on desktop PCs and notebook computers to provide quick, effective responses to requests. Developed and monitored metrics used in evaluating the accomplishments of IT goals and objectives. Prepared and updated manuals, instructions, and operating procedures.
• Conducted follow-up calls to ensure IT issues have been resolved in a timely manner and within Service Level Agreement levels (SLAs). Provided monthly scorecard metrics to upper management. Performed software installation and general pre-visual inspection and power up test of equipment. Repaired minor software and hardware deficiencies on the computer equipment/racks.

Administrative Assistant/Help Desk Technician

Confidential, California, MD

Responsibilities:

• Provided help desk supporting of 50,000 customers throughout the National Capital Region (NCR). Interacted with clients, other members of the team and project managers in a positive manner to deliver on-time and above standard solutions for our clients.
• Entered all pertinent customer support information into the Remedy database and document the solution or status of the service call to comprehensively follow through on all customer service issues.
• Managed user profiles, updated SAAR forms, updated users CAC information. Participated in the development of agency enterprise architecture goals, objectives, plans, and policies.
• Evaluated established methods and procedures and prepared recommendations for changes in methods and practices where appropriate. Identified and resolved issues and problems.
• Utilized problem-solving skills to troubleshoot, determine the nature of the problem, and take corrective actions as necessary.
• Provided technical support that included answering telephones, communicating with clients, diagnosing hardware and software malfunctions, and troubleshooting problems.
• Provided administrative support for the staff and ensure compliance with all applicable policies and procedures.
• Managed accounts for new and existing users. Drafted user guides to aid users how to interface with the JDRS system.

Help Desk/Tier 1 Specialist

Confidential, California, MD

Responsibilities:

• Provided administrative support for the staff and ensure compliance with all applicable policies and procedures. Support staff in preparing administrative support and services.
• Coordinate travel, work schedules and calendars. Coordinate with others within the organization and outside the organization.
• Provided support to ensure all SLAs are met.
• Received, recorded, resolved, and escalated request for customer service. Handled calls based on Knowledge Center articles. Answered phones and relay messages.
• Responded to customer inquiries.
• Typed reports, memorandums, etc. from a variety of written material.
• Generated reports and letters using word processing software. Provided status updates, feedback, and general information regarding customers’ requests for service.
• Performed data entry in ticketing system (HEAT). Created/managed user accounts, created/managed tickets based on customer information, routed tickets to applicable departments to address.