SUMMARY:

IT Professional with experience in various programming languages, operating systems, basic networking practices and file - sharing applications looking for a position to better utilize my skill set.

PROFESSIONAL EXPERIENCE:

Confidential, Columbia, MD

Help Desk Specialist

Responsibilities:

• Assists in collection and analysis of real-time trending information.
• Monitors Confidential Interface page and provides appropriate support.
• Notifies appropriate IT Tiered support teams for mission critical issues and adheres to department escalation policy.
• Orients and transfers knowledge to junior staff.
• Prepares and distributes Emergency Downtime Communications. Maintains distribution lists.
• Provides a timely response to advanced service requests. Provides first level problem analysis and problem resolution for advanced issues. Masters base knowledge of assigned applications, hardware and network to support clinical and business environments. Resolves or escalates service requests when necessary. Mentors Associate Help Desk Staff.
• Provides advanced customer assistance to identify and specify the nature of the request or problem. Provides advanced troubleshooting and assists customers with systems issues including Novell, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers. Assists in training staff.
• Provides advanced IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
• Uses Helpdesk Call Tracking application to log all service and update requests accurately and well detailed. Collects data from customers to aid problem determination/resolution of request. Provides on-going follow up to customers until resolution of issue.

Confidential, Edgewood, MD

Customer Support / Service Scheduler

Responsibilities:

• Answer the customer service hotline, screen calls, and answer customer inquiries, coordinating with others if necessary to develop a response to the customer’s questions
• Comply with all applicable U.S. export and security regulations
• Comply with and ensure department compliance with Company health, safety and environmental policies
• Create and distribute quotations for products and service activity
• Enter repair orders and sales orders into SAP, including reviewing orders for compliance with company or agreed upon terms and conditions, ensuring payment information has been received
• Issue quotations and obtain customer approval for Time & Material repairs. Coordinate with the service lab regarding these repairs
• Maintain and ensure the accuracy of service and sales orders and reports
• Process units received in house for repair, including ensuring the order is complete and accurate and receiving the unit SAP and generating the needed service orders
• Process units that have completed the repair process for outbound shipment, including creating delivery documents, arranging for their shipment and ensuring all outbound shipments are correct and comply with applicable export regulations
• Provide courteous and accurate correspondence with customers regarding their orders and the status of their repairs via e-mail and the telephone
• Provide customer support by coordinating, tracking and expediting services for repair, maintenance of products to meet customer requirements and product expectations
• Provide regular feedback and report issues concerning customer expectations and satisfaction to the Customer Service Manager
• Provide Return Material Authorization (RMA) numbers to customers and coordinate the return of customer equipment
• Prioritize or expedite shipping schedules in conjunction with the operations department and the Technology Control Officer for international shipments
• Update customers of order status as needed
• View and interpret SAP equipment records in order to obtain the status of a repair or to generate a new repair order

Confidential, Columbia, MD

Help Desk Technician

Responsibilities:

• Dispatch hardware repair or OEM vendor support for warrantied equipment
• Distribute software packages across the network to a user's computer without affecting their uptime
• Escalate unresolved incidents to the Tier 2 or Tier 3 level for further troubleshooting
• Exercise remote access capability to perform troubleshooting routines on a specific desktop following user consent
• For each call enter the information into Numara Footprints ticketing system and initiate a trouble ticket
• Manage CORE IMS for hardware inventory tracking
• Monitor and track incidents to resolution, including updating all tickets with pertinent information and all troubleshooting steps taken to resolve all incidents
• Provide basic troubleshooting skills on Windows operating systems, local/network printer setup, Blackberries, and password resets for various systems
• Provide initial triage and problem determination to determine the severity of the user's incident
• Receive and answer all incoming Tier 1 calls from FSIS employees

Confidential, MD

Assistant Manager

Responsibilities:

• Answer customers' questions
• Assign tasks
• Assist the Store Manager
• Greet customers
• Manage inventory
• Meet sales goals
• Provide customer service
• Receive payment by cash, check, and credit card
• Train new employees