SUMMARY:

• Help Desk Support: with over 15 years of Information Technology experience.

AREAS OF EXPERTISE:

• Windows XP
• Windows 7 Windows 8
• Macromedia Products
• Remedy
• Heat
• Footprints
• Siebel
• Prism Software
• VPN
• Citrix Systems
• Citrix Certificates
• RSA tokens McAfee
• SQL
• SQL Plus VeriSign
• Bomgard
• HHMS
• LANDesk
• Custom Base government applications HP Printers
• Gateway
• PC
• Dell PC
• IBM PC
• IBM
• Mac Pro laptops
• Blackberry’s IPHONES
• Peachtree software BYOD
• Printers. Windows 8
• Windows 10
• Office 365
• Micosoft Exchange Cloud Proven ability to use all of these skills and learn more in a Help Desk environment. Proactive detailed oriented with an ability to manage multiple priorities problem - solving communication interpersonal and teamwork skills.

PROFESSIONAL EXPERIENCE:

Confidential, Virginia

Customer Service Help Desk Temp

• Provides efficient and effective service to customers and prospects on all patron based services to a variety of inquiries and customer needs.
• Maintains sincere interest in providing stellar customer care.
• Understands customer needs, determines the appropriate course of action to meet those needs and completes or initiates the transaction.
• Exercises independent thinking in meeting customer expectations.
• Combines knowledge of product, good work ethic, effective time management skills, and human relations skills to meet performance standards and positively influence the client's image.
• Ability to process information quickly and accurately.
• Ability to handle routine customer transactions.
• Ability to work under time constraints.
• Ability to understand and apply new concepts.
• Ability to analyze information and evaluate results.
• Ability to effectively deal with complex customers.
• Ability to create positive customer relationships by defusing angry and upset customers.
• Demonstrates a commitment to learning quickly and effectively applying knowledge as well as supporting/creating a productive, positive work environment.Attention to detail-documentation and follow-up.
• Changed passwords for Custom Based Applications
• Changed Windows Password

Confidential Richmond, Virginia

Computer Specialist/Receptionist Adminstrative Assistant

Responsibilities:

• Assisted Users with setting up a new computer for them.
• Installed VPN and new software on new computers
• Set up hardware and install and configure software and drivers
• Maintain and repair technological equipment (e.g. routers) or peripheral devices
• Install well-functioning LAN/WAN and other networks and manage components (servers, IPs etc.)
• Manage security options and software in computers and networks to maintain privacy and protection from attacks
• Perform regular upgrades to ensure systems remain updated
• Troubleshoot system failures or bugs and provide solutions to restore functionality
• Arrange maintenance sessions to discover and mend inefficiencies
• Keep records of repairs and fixes for future reference
• Offer timely technical support and teach users how to utilize computers correctly
• Serve visitors by greeting, welcoming, directing and announcing them appropriately
• Answer, screen and forward any incoming phone calls while providing basic information when needed
• Receive and sort daily mail/deliveries/couriers
• Maintain security by following procedures and controlling access (monitor logbook, issue visitor badges)
• Update appointment calendars and schedule meetings/appointments
• Perform other clerical receptionist duties such as filing, photocopying, collating, faxing etc.

Confidential,Virginia

Help Desk/Customer Service Support

• Helping Applicants to fill out applications for Confidential
• Educating Applicants on the rules and regulations on Virginia State Applications.
• Assisting State Employees with errors messages on customer base applications
• Creating computer issues in Remedy
• Assisting users remoting
• Creating users accounts in Office 365 resetting passwords for Outlook and Active Directory
• Creating accounts in Active Directory
• Installed VPN software on users Laptops.
• Good written and verbal communication skills
• Walking users how to connect with WIFI
• Assisting users with mobile devices.
• Getting people connected to the network
• Making sure all state employees have accounts on all Virginia State agencies
• Answering 60 calls a day and resolving about 85%.

Help Desk - Office Services

Confidential, North Carolina

• Assisted Corporate users on changing passwords in Active Directory
• Used Go to Assist to remote into people’s computers
• Installed software on user’s computers.
• Updated all Microsoft fixes each week.
• Updated and created tickets in Remedy
• Assisted user in downloading a token to get into the network.
• Worked at the front desk as a Receptionist
• Worked with user in Office 365 as an Admin creating email accounts
• Creating distribution in office 365
• Installing windows 7 on Laptops.
• Adding users in Active Directory within groups
• Installed VPN software on users Laptops.
• Good written and verbal communication skills
• Walking users how to connect with WIFI
• Duties include revolve around managing and distributing information within an office. This generally includes answering phones, taking memos and maintaining files.
• I also be in charge of sending and receiving correspondence, as well as greeting clients and customers.
• ffice support activities for multiple supervisors. Duties included fielding telephone calls, receiving and directing visitors, word processing, creating spreadsheets and presentations, and filing.

Confidential

Office Assistant/Help Desk Support

• Assisted Silver Script Insurance agents with software issues
• Installed CMS, PeopleSafe, SilverScript on Laptops
• Logged software issues in Remedy for Tier 2 to fix
• Assisted users with enrolling in Medicare part D insurance
• Assisted users traveling with mobile devices.
• Assisted users with Internet Explorer issues
• Installed VPN software on users Laptops.
• Assisted with answering the phone at the Front Desk
• Worked Microsoft Office in creating documents for the office
• Filled documents and invoices
• Received 40 to 50 calls a day
• Troubleshooting Outlook issues
• Working with Logistics to get problems solved in accustomed base applications.
• Basic troubleshooting in IPHONES SAMSUNG phones.

Confidential,Raleigh,North Carolina

CSR/Help Desk Support

• Assisted customers with printer issues
• Installed wireless printers with IPADS Android tables and Laptops.
• Worked on getting a quick fix when printers had errors
• Assigned Techs to fix printers all over the US.
• Received 40 to 50 calls a day
• Used Remedy to create issues and close tickets
• Assisted users with the VPN and troubleshooting
• Pinging servers in office though out the US to see why users cannot connect to the VPN
• Looking at log files and firewalls to make sure everything was up to date
• Checking IP addresses and making sure VPN was configured correctly
• Checking security settings
• Logging on users machine with Bomgar to fix users issues
• Coping files remotely from one users machine to another across different local offices
• Working with users on Windows problems checking for errors when Windows doesn’t load properly.
• Troubleshooting Outlook issues.
• Creating new Outlook accounts and deleted old accounts for users
• Creating performance issues when Outlook will not load.
• Working with users having problems with.PST files

Confidential,VA

Tier 3 Help Desk/Office Assistant

• Responsible for help desk operations associated with the identification, prioritization and resolution of problems escalated Level 3.
• Provides backend support including code and data analysis; coordination with engineering team to provide patch releases and upgrades. Provides Design level inputs and updates knowledge base.
• Worked on the AE2S system assigning up for this site.
• Creating roles for Army personal to access systems
• Getting basic SQL scripts in Toad with help from the Functional team to gather reports for users
• Changing passwords for send users experience in HQDA programs; preferably G-8
• Assisted users from DOD with creating projects reports on how much money they paid for equipment over the years in custom base applications when errors occured
• Good written and verbal communication skills.
• Fixing issues with accounts for users.
• Uploading documents to SharePoint
• Creating basic training materials for the Army,
• Assisted and Took about 30 calls a day for support.

Confidential

IT inside Sales Help Desk Support/Office Assistant

• Provide strong leadership to Technical operations
• Assign work to Technical Sales for weekly metrics
• Manage own workload
• Make sure employees follow company handbook polices
• Conduct short, regular meetings to discuss and record milestones, accomplishments, successes and challenges as they occur
• Work with cross-functional teams to drive project timelines and deadlines, ensuring escalation process and critical path are followed. Assure teams are aligned with operations strategy and goals
• Support change control processes by providing review and approval for changes to operating procedures
• Continually help to improve the company culture by practice and example to the 4”I” - Integrity, Intensity, Innovation and Involvement
• Give employees feedback during one-on-one meetings and informally as regularly as possible. Make performance notes about each employee in the period between conversations, so that come conversation time, you have concrete examples to employees
• Looking on GSA.gov to bid on government contracts and wins awards
• Building Computer Hardware for the Federal Government to order
• Helping the Federal Government decide what Technology they need
• Helping the Federal Government get IT staff to work at their agencies.

Confidential

IT Helpdesk Specialist/Office Assistant

• Used Remote Access and Dameware to access user’s machine for hours.
• Installed Software from the server\\dcaahq03\software$ server.
• Added users to Active Directory and reset passwords.
• Ran repairs on Microsoft Office 2010 and 2013
• Basic troubleshooting on Windows 7 and Windows 8.
• Creating and activating smart cards for users.
• Making sure users have the correct certificates to work with.
• Helping users with Microsoft Outlook and Adobe issues
• Assisted users with DOD procedures appraisal of financial records, reports, management controls, policies, and practices affecting or reflecting the financial condition and operation of Department of Defense and other Federal contractors
• Assisted users with DTS WORKFLOW APPS and Audit working papers software.
• Used DOD tools to fix issue in Excel spreadsheets and Word documents.
• Accepted 50 calls a day and was able to fix about 30 of those issues. Some software issues have to go to the Software Development Team.
• Assisted with Administrative Duties as needed.
• Installed printers, scanners and faxes.
• Duties included making sure every laptop was not to date
• Removed safenet software and install Bitlock security software
• Installed all windows updates on every laptops
• Assisted users with MS Lync
• Assisting and making sure people can connect to the VPN and troubleshooting issues.
• Looking at laptops and making sure everything works and testing the software.
• Mapped network drives using a script created by DCAA.
• Testing documents in Excel to make sure they can run the Audit Control Check list.
• Worked with users to get MacAfee working.
• Trained users on Office 2010
• Trained users on DCAA applications
• Assigned new MPKI thumb drives to new users and erased the old ones.
• Installed Printers and scanners at people’s desk.
• Trained users how to use new printers and scanners
• Worked with users on installing wireless card and USB cards.
• Tested Wifi with users at home to make sure to get them connected.
• Installed custom APPS on Mac OS operating systems Iphones, Androids with BYOD program
• For users to use RSA tokens.

Confidential

IT Technical Specialist

• Provided 2nd level support to the USPS users that worked from home.(OIG Auditors, OIG Investigators, and OIG agents)
• Created accounts, calendars and distribution list in Microsoft Outlook for OIG users.
• Set- up conferences for OIG employees to have meetings with other employees.
• Fixed IPhone problems and set-up new phones
• Assisted users in downloading IPHONE apps for their phones.
• Assisted users in installing the RSA hard token and soft tokens for users to work from home.
• Made sure old RSA token were turned off and returned back to the government.
• Assisted users with connecting to the VPN when they were calling from home
• Had to make sure the RSA token worked with the VPN.
• Assisted users when they came down to the OIG service desk to make sure all software were installed on their new laptops.
• Assisted OIG investigators to edit their video over the phone by remoting into their laptops.
• Assisted and viewed the video for the OIG investigators to make sure it was ready for the Federal Court System
• Assisted users incutting the video.
• Checked in deployment manager to make sure all users had the software they needed.
• Installed software on OIG federal employee’s laptops.
• Assisted users in installing new printers and fixed network printers when the printers had errors.
• Assisted users in starting and restarting services when the laptop stopped working.
• Responsible for downloading documents in Share point for inputting on the OIG website.
• Assisted users with Remote Desktop and Citrix Receiver with complex problems.
• Assisted users with OIG applications when they had issues.
• Assisted users with Citrix phone systems.
• Sent trouble tickets to Tier 2 and Tier 3.
• Active Directory Management changing passwords adding people to groups and installing software from active directory to push up to peoples machines. Maintained a record of all the security changes and modifications made to the system.
• Supported users on the Microsoft Exchange Platform, to include email issues, creating, modifying and assigning group rights in Active Directory and providing support accessing network drives. Password issues, including resets also.
• Accepted 50 calls a day and was able to fix about 30 of those issues. Some software issues have to go to the Software Development Team.

Confidential

IT Technical Specialist

• Provided Tier 2 technical support via telephone to a staff of 5000.
• Assisted and resolved complex technical issues on Microsoft Exchange, MS Office Windows XP and 7, Remote Access, Blackberry devices, and other internal software applications.
• Conducted remote diagnostics to troubleshoot and resolve desktop application issues.
• When users worked from home I had to make sure they had all the applications on their systems.
• Assisted users in downloading their Certificates and deleted the old ones.
• When users came to the service desk I made sure they had their passwords working in Windows and MacAfee.
• Assigned new MPKI thumb drives to new users and erased the old ones.
• Assisted users with remote desktop and citrix receiver working from home.
• Viewed Windows event logs for system and security issues entries.
• Assisted with unlocking and issues new PIV cards.
• Changed Pins and passwords in different applications.
• Installed Windows 7 on a new user’s computer.
• Installed Windows 8 after it was approved by the Security team.
• Tested Windows 8 to make sure users laptop worked properly.
• Assisted Tier 2 in Data Recovery Virtualization
• Used Real-Time Data Protection Over a shared Private Network ensuring the data was protected and can be restored at any level and time.
• Assisted users with MAC Pro laptops adding certificates with Citrix remote access.
• Tested Domain Controllers to have the ability to process many PIV logons and mapped successfully.
• Gave users access to the Adams applications and connected these groups in SharePoint.
• Worked with the government to make sure all users have their hardware.
• Assisted users in getting information on the Internet.
• When people called about Microsoft Office I showed users how to use these applications.
• Responsible for the support of the Real Time Monitoring Solution (Enkata) from a Production Support role. This involved working with vendor support, Business, and IT teams as necessary to insure a stable environment.
• Had to have superb analytical and technical skills coupled with an ability to communicate effectively with all parties.
• Changed MacAfee passwords when users got locked out of their Encrypted passwords
• Created and approved most certificates.
• Worked with users BYOD devices creating the DIVIDE APP for IPHONES and Android phones making sure users can get connected to the NRC network.