Senior Technical Associate Cyber Security / Credentialing Help Desk Supervisor Resume

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Senior Technical Associate Cyber Security / Credentialing Help Desk Supervisor

10+ years’ experience in IT service desk operations
Knowledge of Windows XP, 7, 8, and 10 along with MAC
Provides client support and technical issue resolution via email, phone, web portal
Provides timely, efficient and professional follow up to user questions or issues
Documents all incidents in incident help desk tracking system
Manages incidents to closure
Subject Matter Expert for Tier 3 Support, and helping with knowledge transfer
Diagnoses and resolves technical hardware and software issues
Administers help desk software i.e. GoToMeeting
Tracks and routes problems, requests, and documents resolutions
Stays current with system information, changes, and updates.
Revokes certificates of Subscribers found to have acted in a manner counter to Subscriber obligations
Verifies identities either through personal contact, or via Trusted Agents or employees
Examines identity and encryption requests for validity/accuracy validating application criteria’s
Handles/reviews privacy act protected personal documentation in performing daily workload tasks
Processes payments for processing fees charged for PKI access cards processed upon completion of card issuance
Proven capacity to excel in a fast-paced, multi-faceted, team environment
Excellent communication skills and problem solving abilities

Confidential

Credentialing Help Desk Supervisor

Assigning daily work to all staffs
Maintaining service level at consistent level by developing, managing operational standards
Checking all help desk operations so as to give better services to customers
Cross checking work, if completing as per assignment
Providing proper training to sub-staff members
Supervises a team of 4 help desk staff