SUMMARY:

• 15+ years’ experience in Desktop Support, User Support, Help Desk, and Computer Operations.
• Extensive experience with PC hardware, software and operating systems both in stand - alone and network environments.
• Supervised and trained personnel for Desktop/PC and LAN Support, Help Desk, and Computer Operations, and time keeping/time management.
• Communicate effectively with technical peers and end users (non-technical) to resolve issues.
• Recognized for consistent top-notch customer service
• Able to work in Windows command prompt and UNIX terminal environments as with various applications and projects using both.
• Moderately proficient in networking with on the job experience setting up static IPs and connections to company server.
• Currently studying and working towards CompTIA A+ Certification.
• ITIL Foundations and Intermediate certifications 2012-2015

TECHNICAL SKILLS:

Hardware: IBM PC’s, all HP/Lenovo computers LaserJet and DeskJet printers, and other peripherals and Components (memory, network Interface cards, hard Drives, floppy drives, etc.).

Software: All Windows OS, Novell NetWare 3.1x; Microsoft Office Suite, McAfee, Norton UtilitiesWindows Server 2003 - Active Directory, Exchange Server, Palo Alto

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, MD

2nd Level Support

Responsibilities:

• Acts as the customer advocate for problem resolution
• Advanced user and intermediate trouble-shooting skills.
• Handledble to handle, diagnose Windows 7 and XP related issues and resolve end user calls in a single point of contact Helpdesk environment, and provide assistance to other members of the team. Technical competence on multiple user platforms. Provide backup and support to other members of the team Monitor and track open calls within a call tracking system.
• Perform RAM upgrades, replace and upgrade graphics cards, reimage HDDs, maintain printers, and General IT support.
• Create, change, and delete user accounts per request.
• Serve as an escalation point for Tier 1 support.
• Maintain network and phone connections, moves, and replacements through Allegis ESD ticket and order systems.
• System administrator for Windows 7 and XP machines, two Linux machines, and one OS X machine.
• Acting as a coach and mentor to Support Center Analysts and Senior Support Center Analysts on technical issues, operational issues and process and procedure.
• Monitoring and tracking open incidents within the incident management system.
• Providing backup support to other members of the team across multiple accounts.

Confidential

Consolidated Service Desk

Responsibilities:

• Monitored calls using CMS/Apropos system to ensure effective customer service, appropriate technical assistance to end users, and proper staff utilization within team.
• Served as liaison between technical and help desk staff to facilitate cross-communication and positive working relationships between the all departments in Allegis IS.
• Generated team’s work schedules.
• Developed relationships with each team member in order to assess strengths and weaknesses, as well as to offer opportunities to coach, mentor, and reward and guide employees.
• Provided routine hardware and software maintenance/changes to PC’s, LAN, and other software.
• Effectively motivated and trained entry-level and junior staff
• Worked very closely with Allegis supervisors to maintain consistent coverage for all Allegis customers and vendors.

Confidential, Philadelphia, PA

Helpdesk Supervisor

Responsibilities:

• Manage staff’s daily, vacation, and holiday schedules. Track vacation time taken and accrual.
• Perform short and long-term call trending, identify root causes of trends, and develop appropriate solutions. Produce root cause analysis documentation when appropriate.
• Serve as main point of contact for customer-related issues needing escalation and for technical escalations from team leads and front-line analysts.
• Provide coaching to front-line analysts on on-going based on ticket quality audits and observations.
• Take support calls in an overflow capacity.
• Continuously identify, develop and document improvements to current processes.
• Develop and provide soft skill training to help desk staff on progressive and recurring cycle.
• Create accountability by regularly monitoring the work performed by the team leads and liaison.
• Provide user support by telephone to recruiters off-site and in the field.

Confidential, Bethesda, MD

Technical Support Technician

Responsibilities:

• Supported and migrated over 4,000 MS Exchange e-mail accounts to Windows Server 2003 for NNMC using Active Directory
• Ran cabling and installed the Dell Power edge servers in the NNMC data center main for new MS Exchange servers
• Installed local and network printers throughout NNMC and ghosted and re-imaged hard drives with Windows 2000 Professional; Also placed and took users off of the NNMC network
• Used Systems Management Server to download and remote into users desktops to assist in technical support and providing solutions in networking to keep employees, partners, systems, and customers connected
• Used Active Directory to assist in managing and enforcing policy, automating tasks, and simplifying updates.
• Ran maintenance and backups on all the servers in the Windows 2003 Server domain

Confidential, Annapolis, MD

Technical Support Technician

Responsibilities:

• Supported over 1100 hospitals and clinicians’ nationwide using phone-based desktop systems and LOTUS notes database.
• Provided technical support for OS/2 and Windows NT hospital surveillance systems.
• Downloaded clinical and patient data with remote applications.

Confidential, Federalsburg, MD

Technical Support Technician

Responsibilities:

• Provided telephone user support for Internet Banking and delivery channel services.
• Provided technical support for all versions of Quicken and Microsoft Money.
• Created bi-weekly reports to determine trends/FAQs about on-line banking.
• Logged calls using Linnux-based helpdesk database.

Confidential, Baltimore, MD

Help Desk Supervisor

Responsibilities:

• Supervised four help desk teams (30 people) for Confidential and Educational Testing Services.

Confidential, Baltimore, MD

Team Coordinator

Responsibilities:

• Supervised a team of fifteen people in help desk phone support to the Confidential and Educational Testing Services centers located across United States and abroad.
• Identified, monitored, and proactively intervened to prevent potential software/hardware problems from occurring/escalating.
• Monitored calls using CMS system to ensure effective customer service, appropriate technical assistance to end users, and proper staff utilization within team.
• Served as liaison between technical and help desk staff to facilitate cross-communication and positive working relationships between the two departments.
• Generated team’s work schedules.
• Developed relationships with each team member in order to assess strengths and weaknesses, as well as to offer opportunities to coach, mentor, and reward and guide employees.
• Conducted and assisted others in writing technical scripts for Prometric computer-based help desk software.