SUMMARY

• Information Technology experience with extensive hardware and software install and maintenance.
• Highly trained and experienced IT support professional with proven experience in putting expertise to practice .
• Skilled strategic thinker, analyst, planner and problem solver in information technology, system analyzing and desktop support environments.
• Recognized program subject matter expert with extensive expertise innovating novo knowledge base, and enhancing total performance for client file transfer and back - ups.

PROFESSIONAL EXPERIENCE

Senior Desktop/LAN Administrator

Confidential

Responsibilities:

Provide a single point of contact for clients to receive support and maintenance within the organization's desktop/laptop computing environment. Oversees and performs the installing, diagnosing, repairing, maintaining and upgrading of all PC hardware and equipment to ensure optimal workstation performance. Conduct research on desktop, laptop, PC peripherals and mobile device products in support of PC procurement and development efforts. Evaluate and recommend products for purchase. Performs high level helpdesk triage, level one and two helpdesk support by instant message, email and tracking tickets for VoIP phones, printers, application support and break/fix issues. Creates and maintains client accounts, group policies, and add/remove computers from domain using Windows Server 2003/2008/2013. Diagnose, Troubleshoot and recommend fixes to networking and connectivity issues including Cisco systems, VPN, DSL, T1, and UTN troubleshooting with Confidential. Extensively tracking and recording of all troubleshooting steps and recommendation into Dell KACE ticketing system. Strategically scheduled and upgraded over 90 Confidential employees from old computers. Re-image, configure, load and test laptop computers using Acronis 2013/2015 software. Specializes and servers as the Point of Contact for the install, uninstall, and component maintenance of high level programs such as Raiser’s Edge, Primavera, and other project specific software. Oversees monthly inventory orders with the assistance of the IT Procurement technician. Serves as the single point of contact for contractors and vendors such as Dell Server Maintenance, Kalothia, Comcast, and Allied Circuit. Collaborates with and supports Logistics Manager in overseeing up to $25 million in equipment and supplies shipped worldwide to support a wide range of projects. Assures proper authorization for all shipments. Directly accountable for $11 million in property, equipment, and supplies. Optimizes flow of supplies by developing and operating automated systems.

Systems Analyst

Confidential

Responsibilities:

Provide a single point of contact for clients to receive support and maintenance within the organization's desktop/laptop computing environment. Oversees and performs the installing, diagnosing, repairing, maintaining and upgrading of all PC hardware and equipment to ensure optimal workstation performance. Conduct research on desktop, laptop, PC peripherals and mobile device products in support of PC procurement and development efforts. Evaluate and recommend products for purchase. Performs high level helpdesk triage, level one and two helpdesk support by phone, instant message, email and tracking tickets for VoIP phones, printers, application support and break/fix issues. Creates and maintains client accounts, group policies, and add/remove computers from domain using Windows Server 2003/2008. Diagnose, Troubleshoot and recommend fixes to networking and connectivity issues including Cisco systems, VPN, DSL, T1, and UTN troubleshooting with Confidential &T, Hughes net services on Federal (FSIS) managed sites throughout the United States. Extensively tracking and recording of all troubleshooting steps and recommendation into footprints ticketing system. Strategically scheduled and migrated over 200 Confidential employees from Windows XP to Windows 7. Re-image, configure, load and test laptop computers using WinPE ghost client. Specializes and servers as the Point of Contact for the install, uninstall, and component maintenance of high level programs such as SAS, Sybase, and SQL server. Hard drive encryption, decryption, and administration via McAfee Safeboot and Windows Bit locker.

Helpdesk Technician

Confidential

Responsibilities:

Provided exceptional computer helpdesk support via telephone and email communications to end-users. Diagnosed, troubleshot and resolved a range of software, hardware and connectivity issues. Exceled in asking probing questions while performing continuous research to rectify the clients computing problems. Routinely exceed call-handling goals, closing an average of 40 calls daily with an 80% first-call resolution ratio and an average talk-time of 10.2 minutes -- well below 15-minute goal. Partnered with Tier II and Tier III help desk peers based all over the US, to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system Footprints and followed up diligently to ensure swift resolutions. Received several outstanding ratings on performance reviews each year with high scores in teamwork, customer service, and technical problem-solving. Performed set-up, break-down, and transport of agency equipment on an as-needed basis. Lead the helpdesk as acting supervisor for start of first shift. Diverted many customer complaints and escalations. Constructed new policies for handling customer computer file back-ups. Served as team lead of the knowledge base team for writing and drafting new training material for employee’s. Participated in inventory counts of computers and other hardware. Hard drive encryption, and decryption via McAfee Safeboot.

Internet Technical Support

Confidential

Responsibilities:

Superior communication (oral and written), customer service and interpersonal skills. Maintained Key Performance Index by promptly responding to clients regarding faulty equipment and or software. Attended to 3-4 clients Confidential a time through chat mechanism. Provided business-clients with efficient support, responded to phone calls, emails, and in-person requests. Installed software, configured and tested customer PC’s, analyzed functionality of peripheral appendages. Gathered information through client phone calls to identify and report product problems.

Customer Service Representative

Confidential

Responsibilities:

Rendered superior customer service skills receiving incoming calls from State and Local government officials applying for clean energy loans and grants. Conducted extensive research for State, Local, and Tribal contact and mailing information. Provided grant and loan details for appropriate locations. Accurately with a 90% score, transcribed meetings and seminars. Correlated and processed voicemails, and email correspondence from state and local offices inquiring about loan and grant status.

Collections Specialist

Confidential

Responsibilities:

Evaluated and resolved all credit hold issues and monitored all accounts for billing details. Collaborated with senior collector and initiated debt write off and negotiated all settlements with all collection procedures. Managed all communications for all overdue accounts and investigated all customer complaints and resolved all issues. Guaranteed that all hand mail, voicemails, and email correspondence were processed and organized for archiving. Documented and resolved various billing and collection question received on the incoming lines. Processed credit card and check payments for past due accounts.

Customer Service Representative

Confidential

Responsibilities:

Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume). Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. Attracts potential customers by answering product and service questions; suggesting information about other products and services. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Maintains customer records by updating account information. Maintained a performing-leading performance appraisal.

Professional Sales Representative

Confidential

Responsibilities:

Supervised established Bellsouth Telephone service client accounts. Contacted clients regularly to establish effective working relationships with the service provider. Perfected knowledge of product, market, and sales strategy. Worked with company staff to effectively close sales; sales management, logistics, marketing, and tech-service. Proactively upsold on new products and services to enhance the clients overall view of the company.