TECHNICAL SKILLS:

Operation Systems: Apple iOS, MS Windows Vista, XP, Windows 7

Software Applications: MS Office Suite 2000, 2003, 2007 & 2010 (Access, Excel, PowerPoint, Word, Outlook); MS Active Directory, SharePoint, Remedy, Blackberry Enterprise Server, iTunes, Apple iOS apps, Citrix VPN & Receiver

Hardware: Android Phones, Apple iPads & iPhones, Blackberries, HP desktops & laptops; Dell desktops & laptops; Lenovo laptops, Avaya, Cisco & Polycom telecomunications systems

Others: Clerical skills; data entry; customer service support (both on the phone and in person); leadership experience & exceptional work ethic

PROFESSIONAL EXPERIENCE:

Confidential

User Support Analyst

Responsibilities:

• Provided first line support for any incidents or service requests reported to the Service Desk, regardless of method of contact, including, but not limited to, email, phone, and in - person.
• Recorded and accurately documented all incidents and service requests reported to the Service Desk using the Altiris Incident Management system.
• Assisted in establishing Incident Management processes, accurately categorizing, escalating incidents and service requests to the necessary departments and groups.
• Accurately determined the incident scope and impact (i.e. user, office, regional, global), reporting major incidents to the Service Desk Manager/Team Lead (if applicable) for awareness, escalation, and communication.
• Tracked issues to satisfactory resolution, maintaining high levels of ownership throughout the incident or request life cycle by proactively managing status updates to all parties, including following up with the customer to advise of steps taken to resolve the issue(s).
• Performed remote assistance sessions for users via Citrix Receiver and Symantec Endpoint.
• Provisioned loaner laptops for users in need.
• Contributed to the development, publishing, sharing and maintenance of support documentation for use by Service Desk and other IT team members to help drive a consistent and effective customer experience.
• Acted in accordance with the Firm’s Information Security policies and reported any potential or actual security events.
• Routinely performed deskside visits to fulfill various requests from users around the offices.

Confidential

Service Desk Technician/Account Management Team

Responsibilities:

• Performed all tasks associated with remote administration of PCs, laptops, peripheral IT equipment, and PDAs
• Initialized international service for Blackberries on the DO Treasury network
• Provided essential employees with access to classified equipment via RSA databases
• Processed 50-60 calls on a daily basis
• Logged issues into the Remedy incident management system
• Created, modified and disabled accounts as requested
• Assisted users with establishing to the VPN via the Citrix receiver while providing training as well.
• Distributed access to shared calendars and inboxes in MS Outlook
• Assisted users with password recoveries using the Symantec Endpoint Encryption program
• Escalated incidents and tasks to tier 2 staff
• Contributed assistance and expertise to the End User support staff when necessary
• Updated and Managed SOPs and other training documents via Treasury's SharePoint sites
• Completed Departmental Office Loss forms for lost blackberries and laptops
• Provided telecom support for the Avaya phones on the Treasury network
• Acted as interim lead from September - November while a new candidate was selected

Confidential

Exchange Support Consultant

Responsibilities:

• Participated in a project where email was migrated from Exchange Server 2003 to Exchange Server 2013
• Supported Outlook, OWA & Blackberry Enterprise Server (BES)
• Assisted with establishing email accounts on Android, iPhones & Blackberries
• Contributed to training sessions with end users on benefits & changes to their email after the migration
• Managed incidents & requests using the Cherwell Service Management utility
• Provided first & second level support to users around the office & those stationed in remote locations
• Exhibited exceptional customer service to users with a variety of issues due to the migration

Confidential

Service Desk Support Technician

Responsibilities:

• Created 40-50 tickets daily via phone calls providing assistance for various customers’ issues
• Collaborated with different IT support teams within NIH to facilitate support for incidents & requests
• Utilized the ServiceNow ticketing system to monitor all incident requests & problem tickets
• Answered phone calls using the Angel call system
• Supported tier 2 technicians with contacting customers & resolving incidents particular to our location
• Performed account unlocks, password resets, transferring of accounts & mailbox deletions using Active Directory Management
• Assisted in providing quality performance to meet daily, weekly & monthly goals for the accounts team.

Confidential

Desktop Systems Analyst

Responsibilities:

• Performed account creations & deletions for both classified & unclassified users in the State Dept.
• Participated in international to domestic migration of user mailboxes & vice versa
• Activated RSA Fob tokens for users to have teleworking capabilities
• Provided training on how to authenticate into the State Dept. GO network for use of the RSA Fob token
• Managed account creation database in order to give weekly reports to our Team Lead
• Utilized the Remedy ticket management software to manage daily assignments & tasks
• Completed 50-55 incidents & tasks weekly
• Maintained contact with customers via email and/or telephone to follow up and ensure quality service was provided
• Solved issues over the phone or via email if users weren’t able to come to our location

Confidential iPad Mobile Support Technician

Responsibilities:

• Configured new iPads for Executives and other FAA employees
• Executed technical support with Citrix for customer issues
• Installed Security Profiles used for tracking into iPhones/iPads/Androids
• Performed show & tell training sessions with new iPad users that introduced apps, features & benefits of the iPad.
• Provided users with access to the IBM Lotus Notes Traveler Server
• Maintained an accurate record of the entire inventory using SharePoint & Microsoft Excel
• Logged 20-25 support tickets weekly
• Shipped & delivered iPads & accessories to employees to locations all over the U.S.A.
• Maintained weekly reports on the activities taking place on the project including tickets logged, deliveries done, as well as noting any risks or issues involving the project
• Managed the mobile provisioning profiles for all iPhones & Androids
• Assisted users with support of their devices via phone and email
• Worked alongside the NSC to troubleshoot key app issues with FAA employees & their devices.
• Followed up with customers to ensure quality service after issuing iPads and/or accessories

Confidential

IT Support Specialist/iPad Mobile Provisioning Technician

Responsibilities:

• Provisioned new iPads/iPhones for Executives and other DMI employees
• Provided support for iPhones, iPads, blackberries and android phones.
• Contributed to training and orienting employees about iPads, Blackberries, PC and network basics.
• Troubleshot wireless connectivity issues.
• Troubleshot Outlook cloud issues.
• Created & managed new accounts in Active Directory.
• Imaged and encrypted laptops using Acronis software to have on standby for employees.
• Configured the Microsoft Outlook client for company machines.
• Assisted with the migration of the company’s mailboxes into the cloud server.
• Integrated new inventory software to assist with asset tracking.
• Contributed to building virtual machines & backup servers.
• Maintained the ability to multitask in a fast-paced environment, while maintaining an emphasis on quality.
• Provided excellent technical support to employees both on & off-site.
• Escalated issues as needed and maintained communication with customers.
• Participated in the setup & deployment of the Avaya & Cisco phone systems using ethernet connection to establish connection

Confidential

Systems Engineer Intern

Responsibilities:

• Managed the tech lab & staging area where equipment was held for installations and demos
• Backed up, modified and erased systems, providing excellent storage management for clients
• Provided technical support to public sector clients covering many government agencies around the world
• Demonstrated the ability to assist in operating VMware systems & give input on potential storage solutions to possible clients