SUMMARY:

• Help Desk Software and Applications: Cisco Any Connect, Five9, Remedy Incident Management, Service Desk Express, Service Now (SNOW), Avaya, Citrix
• Desktop Support, laptop and desktop (re) imaging, install software, run Windows updates, resolve all desktop and laptop issues, extensive Outlook support: calendars, ost and pst files, data transfers, Asset management, provides exceptional customer service and resolve customer service related issue, LAN administration
• Great attitude, team player, ability to work cooperatively in teams, worked with special needs populations, worked in multicultural environments, broad educational background: business, human resources, vocational rehabilitation counseling
• VPN router troubleshooting, remote access troubleshooting, CADD, Sharepoint
• Windows 7, Windows 10, Outlook troubleshooting, VPN troubleshooting
• Excel, Unix, others
• Analyze, identify, and troubleshoot Window Operating System, desktop applications, hardware, and infrastructure via the phone and with Bomgar remote assistance tool, provide desktop support
• PeopleSoft HRMS 8.8, LynchVal, Pension Path, HRISs, Lawson, Scrubber, LynchVal, Case Management Systems, ARMS, HR Systems testing and documentation, communicated to teams of coders.
• IT Helpdesk Support as Federal Contractor for Centers of Medicare and Medicaid, VBA, USPS, Confidential, and other agencies. HRMS application support
• Exceptional communications and client services skills in multiple industries and functions
• Visual Basic for Applications (VBA): updated pension calculators
• SQL and HTML
• Experienced Help Desk and HR Analyst, troubleshooting of Apple (IPhone, IPad) and PC
• Microsoft Office (MS Word, MS Excel, MS Access, MS Power Point), PeopleSoft HRMS 8.8, HRIS, Lawson
• Experienced HR and Employee Benefits Analyst
• Compliance: FLSA,CFRA, ERISA, HIPAA,COBRA, ARRA, ADA, LOA: FMLA, SDI, Sarbanes - Oxley
• Experience with Windows OS XP/Vista/Win7/Win10(Imaging, staging, troubleshooting PC OS and Hardware)
• Experienced with enterprise management tools such as SCCM: create names for desktops and laptop to input into SCCM for imaging. Active Directory: Delete, Add, check accounts
• Networks, wi-fi, remote access; VPN, high speed broadband troubleshooting
• Proficient in Outlook 2013/2016, Remedy, IE
• Experience in supporting Desktops, Laptops, Network and Local Printers, Projectors, Scanners, Digital Senders, and monitors . Excellent Troubleshooting skills (desktops/laptops/printers)

EXPERIENCE:

Confidential, Washington, DC

Desktop Support/LAN Administrator

Responsibilities:

• Experienced with enterprise management tools such as SCCM: create names for desktops and laptop to input into SCCM for imaging. Active Directory: Delete, Add, check accounts
• Networks, wi-fi, remote access; VPN, high speed broadband troubleshooting
• Proficient in Outlook 2013/2016, Remedy, Service Now, CA, Service desk express
• Experience in supporting Desktops, Laptops, Network and Local Printers, Projectors, Scanners, Digital Senders and monitors . Excellent Troubleshooting skills (desktops/laptops/printers)
• Responding to tickets, monitoring and maintaining systems, refreshing laptop/desktop systems and monitoring and responding to security issues and applying patches on all systems, laptop and desktop imaging and run updates and install software
• Local Area Network, Home Server, Microsoft Windows 7 and Macintosh Operating Systems, Windows 2008 Advanced Server, Microsoft Office Suite, Visio, Project, Exchange and Shared Storage databases, Intel processor based systems, McAfee Anti-Virus, local and network printers, scanners and other peripheral devices, desktop, laptop, and peripheral devices.
• Desktop Support, laptop and desktop (re) imaging, install software, run Windows updates, resolve all desktop and laptop issues, extensive Outlook support: calendars, ost and pst files, data transfers, Asset management, provides exceptional customer service and resolve customer service related, deploy laptops and workstations. Follow checklists and documented procedures for installation and configurations LAN administrator working in LAN/WAN environments

Confidential, Washington DC

Support/Data Analyst

Responsibilities:

• Data reconciliation from multiple sources for retirement plans for public employers nationwide. Using Excel and Access for data clean up and reconciliation, ran multiple reports to assist public employer clients
• Communicate effectively by email and phone, explaining processes new reports submission processes for retirement
• Benefits reporting
• Wrote webinars and instructions for newly redesigned employer website to assist employers and employees with website navigations, provided instructions to employers for files submission, assisted employers HR and IT departments with file layout creation and testing. Tested newly redesigned site and systems functionalities, communicated results to team of coders.

Confidential, Fairfax, VA

Technical Support Specialist

Responsibilities:

• Provides on-going technical support portable/mobile scanning and processing systems based on a small footprint overhead scanner mounted on a mobile cart with associated CPU and peripherals and a ring or handheld scanner with associated laptop and peripherals (network connected systems to agency host computers)
• Provides phone and/or email technical support to users to gather data about issues, analyze the issue(s), resolve problem or escalate to the next level of support. Use help desk software (Service Now) to create a ticket, document the call or email, close out or escalate the ticket and follow the ticket throughout its lifecycle. Follows a series of helpdesk scripts/steps to identify and resolve the hardware, software or network issues, identify system problems affecting multiple users, work with network or other support desks
• Orders replacement equipment, transfers and escalates issues, and closes out tickets or perform other follow-up tasks. Recommends content and processes to improve the knowledge-tree database, frequently asked questions, training material, Service Now Templates, helpdesk scripts and other communications documents. Conducts analytical work to identify patterns of issues, look for root causes and present recommendations for resolving the issues, thereby reducing calls to the support desk, creates reports related to the support desk performance and/or perform tasks to improve the support desk program, works on special proactive projects to improve customer satisfaction.

Confidential, Vienna, VA

Help Desk and Support Technician

Responsibilities:

• Offer end user support and assistance for financial and administrative applications for the Confidential . Contribute to problem resolution via email or over the phone. Create weekly and monthly reports for client and service desk to reflect trends, problem solved by Tier 1 and Tier 2, escalations, open and aging tickets. Write technical manual (baseline) for Service Now (SNOW) describing all system’s functionalities.
• Manage the processing of incoming calls to the Service Desk via both telephone and e-mail and to ensure courteous, timely, and effective resolution of end user issues. Answering the phones and logging customer requests in the ticket tracking system
• Responsible for creating and updating tickets according to standard procedures and policies.
• Enforce request handling and escalation policies and procedures.
• Monitor and test resolutions to ensure problems have been adequately resolved. Troubleshooting of various issues: VPN: router, permissions and accessibility, Applications access, Windows Updates issues, Windows 7, Outlook
• Contributing to and updating knowledge base content built on the problem resolution and training.
• Use computer application including Google Gmail, MS Windows Operating System and MS Office Suite.
• Analyze, identify, and troubleshoot Window Operating System, desktop applications, hardware, and infrastructure via the phone and with Bomgar remote assistance tool.

Confidential, Beltsville, MD

Help Desk Analyst

Responsibilities:

• Customer support Help Desk analyst with emphasis on communication, superb customer service and technical expertise.
• Document calls in ticketing system. Resolve or escalate tickets
• Take calls and respond to emails to assist Federal Government customers
• Support Federal HR Systems for over 70 agencies
• Technical troubleshooting, determine the nature of the problem for efficient resolution
• Capture and document information from customers.
• Provide help to users with Windows O/S, Web Browsing, E-mail, Word Processing, Spreadsheets, Databases, Presentation, Photo Editing, Desktop Publishing, Scanning, Writing to CD and DVD burners, etc.

Confidential, Arlington, VA

Service Support Analyst

Responsibilities:

• Provides logistical and administrative support for Federal Grants Review Process
• Provides support and data analytics for 26 Federal Grant Programs benefiting special needs populations, substance abuse populations, individuals from areas lacking access to health and educational services
• Responds to internal and external client requests and provides operational, programmatic and technical support; analytics and data mining
• Documents, tracks and monitors customer requests to ensure timely resolutions
• Updates database system, fills in appropriate screens and fields to assure system information is current and accurate
• Monitors data integrity by regularly running reports and identifying errors, obtaining correct information and updating files
• Handle incoming requests from internal and external customers and ensure that issues are resolved both promptly and thoroughly. Member of Project Management team, assisting with special projects, ensuring highest level of client satisfaction is attained
• Documents service requests and enters into helpdesk database for tracking
• Provides customized support specific to assigned programs, as well as throughout the Grant Review Life Cycle.
• Provides technical support for company products and proprietary software
• Provides internal operations and facilities support as directed. Interfaces with senior management

Confidential, Washington, DC

Financial Administrative Student Assistant

Responsibilities:

• Assists Acquisitions Manager with special projects, including financial report preparation
• Performs budget reconciliations. Updates database system, fills in appropriate screens and fields to assure system information is current and accurate
• Monitors data integrity by regularly running reports and identifying errors, obtaining correct information and updating files.
• Greets visitors and handles incoming calls. Assists Finance and Administration Team with Special Ad Hoc projects. Maintains daily requests log of items needing fixes

Confidential, Washington, DC

Help Desk Analyst -1.5 Tier Support

Responsibilities:

• Provided operational systems support assisting agents and brokers with systems navigation and password resets, IT support, and legislative compliance
• Resolved technical issues and assisted with an implementation and logistical maintenance
• Provided logistical support for Healthcare.gov. Provided first-line problem diagnosis and resolution. Escalated and referred calls and emails, as necessary. Unlocked user accounts, reset passwords, entered and tracked tickets via Remedy Incident Management. Analyzed system faults and prepared documentation for the knowledgebase

Confidential, Arlington, VA

Contractor Translator

Responsibilities:

• Data collection, documents translation, data entry, other clerical and office duties as assigned
• Assisted leadership with AIDS outreach project efforts in Asia and Southeast Asia focused on uniquely diverse populations disproportionally affected by AIDS and HIV
• Updates database system, fills in appropriate screens and fields to assure system information is current and accurate
• Monitors data integrity by regularly running reports and identifying errors, obtaining correct information and updating files.

Confidential, San Francisco, CA

HR Benefits, Immigration and Relocation Coordinator

Responsibilities:

• Technical Support of HRIS: Lawson, transitioning from People Soft.
• Managing employee benefits service center and other benefits activities and administration of benefit programs including health, FSA, life, disability, leave of absence, retirement, tuition reimbursement and worker's compensation programs. Benefits plans interpretation and administration. Front line customer service for benefits questions and employee communications. Responds to employee inquiries referred by HR Representatives.
• Acts as a technical resource to Human Resources Representatives and other service center team members
• Leaves of Absence Management; employee disability payments calculations; overseeing compliance with current and new regulations
• Executives Immigration and Relocation Costing and Budgeting. Coordination and billing issues resolution for external benefits vendors