SUMMARY:

• Over 9 years of experience working in a help desk and call centre environment
• Approachable, diplomatic and possess a calm demeanor
• Demonstrate ability to quickly diffuse heated customer situations
• Provide a leadership role in a team environment
• Support other team members and facilitated in creating a stress reduced atmosphere
• Train others in the use of applications and in technical support methods
• Excellent troubleshooting and logical problem solving skills
• High level of written and oral communication skills
• Creative ability to solve unusual or difficult problems when logical methods have failed
• Demonstrate ability to meet deadlines, and set priorities
• Worked with a high performing software development team in deploying ticket tracking software for Helpdesk

TECHNICAL SKILLS:

Software Packages: Microsoft Office 2016, Outlook 2016, Active Directory, AD Manager, Exchange, Service - Now, Remedy, Skype for Business, LiveLink, What’s Up Gold, Microsoft Lync, AD Manager, SCCM, Ceridian, Mobile iron, Secret Server, Active Client, Cisco Call Agent, Cisco Finesse, CLM, Govwin, Deltek Time and Expense, Symantec

Operating Systems: XP, Vista, Windows 7, Windows 8 and Windows 10

PROFESSIONAL EXPERIENCE:

Confidential, Tysons, VA

Senior Service Desk Analyst

Responsibilities:

• Assist Microsoft Exchange administrator with special requests
• Create knowledge base articles in Service-Now
• Maintain and create hardware and software catalogue items into Service-Now
• Assist with workflows in Service-Now
• Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues
• Prioritize and escalate issues where required
• Monitor, log, update and resolve tickets using Service-Now
• Provide technical assistance over the phone as well as in-person support
• Support offsite out-of-state users
• Setup Tokens with ECA certificates for government employees
• Build laptop images using SCCM
• Install printer toners
• Install and configure Jabro Pro wireless headsets
• Install and configure wireless printers
• Setup and roll out HP laptops for new users
• Setup and roll out Surface Pros
• Setup and configure mobile device using Mobile Iron
• Setup and configure Cisco IP phones
• Setup and configure Cisco IP softphones
• Setup new user workstations and offices
• Provide AV assistance for conferences with Skype for Business setup
• Unlock and reset passwords
• Setup printers and faxes
• Install software as directed

Confidential, Tysons, VA

Helpdesk Field Technician

Responsibilities:

• Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues
• Prioritize and escalate issues where required
• Monitor, log, update and resolve tickets using Service-Now
• Provide technical assistance over the phone as well as in-person support
• Support offsite out-of-state users
• Setup Tokens with ECA certificates for government employees
• Build laptop images using SCCM
• Install printer toners
• Install and configure Jabro Pro wireless headsets
• Install and configure wireless printers
• Setup and roll out HP laptops for new users
• Setup and roll out Surface Pros
• Setup and configure mobile device using Mobile Iron
• Setup and configure Cisco IP phones
• Setup and configure Cisco IP softphones
• Setup new user workstations and offices
• Provide AV assistance for conferences with Skype for Business setup
• Unlock and reset passwords
• Setup printers and faxes
• Install software as directed

Confidential, Washington, DC

Senior Analyst

Responsibilities:

• Acting Manager when manager is offsite
• Train new staff on procedures
• Troubleshoot complex, custom software issues
• Support 1500+ application users.
• Led QA UAT effort in rollout of internal custom implementation of ticket tracking software (Service now)
• Opened, tested and closed tickets related to the rollout of ticket tracking software (Service Now)
• Conduct Training classes on how to use ticket tracking system (Service Now)
• Acted as Service Now administrator
• Collaborated with other Confidential personnel to resolve user application problems.
• Collaborate with developers to resolve software issues
• Remote assisted users on software issues
• Compiled list of acceptance criteria in preparation for UAT testing effort
• Performed regression testing using all test cases before signing off for production.
• Participated in User story planning sessions
• Participated in User story complexity sessions
• Participated in software demos
• Participated in daily standups
• Tested software for system performance

Confidential, Washington, DC

Senior Helpdesk Analyst

Responsibilities:

• Provide Tier 1 support to IT Help Desk staff
• Troubleshoot complex, custom software and hardware issues
• Support 1500+ groups and staff members.
• Reset passwords for users on network using LiveLink
• Input, update and close tickets through Help Desk system (Service Now)
• Collaborate with other Confidential ’s personnel to resolve user problems.
• Attempt to resolve user’s issues at level 1 and if not, determined appropriate escalation - level 2 or 3.
• Provide new user orientation for network usage, printer support and email profile configuration
• Create and update client Service Now profile accounts for the user community.
• Unlock and reset user’s network accounts using Active Directory.
• Update IT Help tickets and relay-updated information to users.
• Collaborate with users on resolving hardware and software issues
• Work on special projects at user/management request.
• Monitor network servers for both airports (Dulles International and Reagan National Airport)
• Provide Accounting Dept. with basic login information to access Gembase (broker and production name).
• Create IT Daily Status Report for personnel location, verification status of server back-ups; VIP tickets/status and IT utages.
• Remote assist customers for software or hardware issues or installations
• Setup Smart Phones to Confidential Exchange email server

Confidential, Dulles, VA

Senior Helpdesk Analyst

Responsibilities:

• Provide Tier 1 support to IT Help Desk staff
• Troubleshoot complex, custom software and hardware issues
• Support 1500+ groups and staff members.
• Reset passwords for users on network using LiveLink
• Input, update and close tickets through Help Desk system (Service Now)
• Collaborate with other Confidential ’s personnel to resolve user problems.
• Attempt to resolve user’s issues at level 1 and if not, determined appropriate escalation - level 2 or 3.
• Provide new user orientation for network usage, printer support and email profile configuration
• Create and update client Service Now profile accounts for the user community.
• Unlock and reset user’s network accounts using Active Directory.
• Update IT Help tickets and relay-updated information to users.
• Collaborate with users on resolving hardware and software issues
• Work on special projects at user/management request.
• Monitor network servers for both airports (Dulles International and Reagan National Airport)
• Provide Accounting Dept. with basic login information to access Gembase (broker and production name).
• Create IT Daily Status Report for personnel location, verification status of server back-ups; VIP tickets/status and IT utages.
• Remote assist customers for software or hardware issues or installations
• Setup Smart Phones to Confidential Exchange email server

Confidential, Dulles, VA

Senior Helpdesk Analyst

Responsibilities:

• Provided technical phone support and desktop support for end-users in the following areas: PC hardware and software, password resets, network connectivity and printing problems
• Assisted end-users with software adjustments and systems recovery
• Provided software support for operating systems XP, Windows 2003, Vista and Windows 7
• Monitored network servers for both airports (Dulles International and Reagan National Airport) using What’s Up Gold monitoring system
• Extracted data from Remedy for creating departmental reports for the client community and for IT department.
• Unlock and reset user’s network accounts using Active Directory.
• Walked new user through first-time logging onto the network, Outlook profile configurations, and network printer mapping.

Confidential, Dulles, VA

Helpdesk Analyst

Responsibilities:

• Process New User Request Forms
• Process User Departure Forms
• Received requests by e-mail, fax, phone call, walk-in, and voice mail for hardware, software, and network issues, then generate a help ticket. Attempted to resolve user’s issues at level 1 and if not, determined appropriate escalation - level 2 or 3.
• Unlock and reset user’s network accounts using Active Directory.
• Reset user’s Ceridian account
• Reset Livelink Account