SUMMARY:

Skilled MIS graduate with over 7 years of Tier - 1 and Tier 2 experience, including technical troubleshooting skills, solid software, hardware, network troubleshooting skills, strong communication & organizational skills, proven track record of face-to-face/over the phone customer service expertise in a fast paced work environment with minimal supervision.

COMPUTER SKILLS:

Ticketing Tools: Tivoli, BMC Remedy User 7.5, Serena Business Manager, Spice works, BMC Remedy IT Service Management

Operating Environments: Windows 8, Windows 7 Enterprise, iOS, Android, Windows XP, Windows AD & NT Workstation, Windows 98, Windows 2000, MS-DOS, Windows Server 2008, Active Directory, Novell Client, AS400, Altigen Server.

Applications: Citrix/Web Applications, Mainstream Commercial off-the-shelf (COTS) products such as Microsoft Office, Adobe Acrobat, Lotus Notes, (AAD)Advanced Agent Desktop 3., Aim Pro 1.5, Microsoft Lync, CSG/ACSR, Sales force, ICOMS, TSD Tool, Oracle 9i, Visible Analyst, Management Scientist, Pic-Rite Program, Rapid Fire Program, Deltek, HRIS, Windows Deployment Services, SCCM Client, Exchange Management Console.

Network troubleshooting: Ping, Tracert, TC/IP Configuration, Modem scripting, DOCSIS/NYROC/Big Brother, Unified, ServAssure, Granite, Telnet.

Remote Tools: Remote Desktop Connection, Bomgar, Lync 2013 Remote Desktop Control

Browsers: Internet Explorer, Google Chrome, Firefox.

EXPERIENCE:

Confidential, Herndon, Virginia

Service Center Analyst - Tier II Support

Responsibilities:

• Provided desk-side and remote technical support which includes desktop, printers, network, and voice as well as MAC (Move, Add, and Change) logistics, technology refresh and general IT operational support and maintenance.
• Prioritized tickets assigned by Tier-I support, and provided quick, responsive, high quality and consistent service keeping customers productive and performing at the highest level possible.
• Installed and configured PC operating Systems (including Windows 7 Enterprise) as well as configured common features (e.g., network connectivity and email) for mobile operating systems such as Android and Apple iOS.
• Troubleshoot, diagnosed and remediated incidents to quickly restore normal service operations as per process.
• Pushed McAfee, Symantec Endpoint Encryption, and group policy updates to computers, added users to encryption, and setup Agent wake-up calls.
• Worked on projects as assigned by manager.

Confidential, Vienna, Virginia

Help Desk & Support Technician

Responsibilities:

• Primary contact for all corporate service desk ticket reception
• Managed ticket lifecycle from ticket creation to closure which involved, assigning, and categorizing, prioritizing and classifying tickets based on the company's urgency and impact processes. Troubleshoot incidents and escalated to Systems Engineer as required.
• Provided desktop support i.e., Imaged laptops - Windows 7 & 8, installed required/requested software and drivers as per company’s policies/procedures, setup up cubicles & workstations, printer/networking issues, Mapped network drives/printers/company shares, setup Lync accounts, Office 365 Accounts (Soft power/Aventuretec/HighActionllc),etc.
• Resolved issues phone company mail setup/mail synchronization, Wi-Fi connectivity issues as well as new iPhone requests.
• Managed administrative task in Active Directory and Microsoft Exchange - SharePoint administrator responsible for site creations and permissions for our SharePoint 2010 portals
• Updated our configuration management database to ensure inventory control as well as conducting inventory audits on a weekly basis

Confidential, Herndon, Virginia

Solutions Consultant

Responsibilities:

• Provided business class technical support for DOCSIS HSD, Fiber, Voice and hospitality products.
• Entered data into Remedy ticketing system in an accurate and complete manner.
• Documented problems including screen shots of diagnostic results, documented repair/performance information, and communicated effectively both verbally and in writing with individuals/team and management in other departments via phone, chat and email to ensure high quality and timely expedition of customer requests and by utilizing those relationships built with key field and support personnel (Engineers and techs) & avoided unnecessary truck rolls.
• Determined level of severity and worked with appropriate fix agents through resolution of incident according to National Account Support Center (NASC) procedures.
• Promoted team work by building strong relationships both within my team and members of other support groups, and always volunteered to help cover other members of the team on short notice.
• Received a personal quality performance score of 97.4% among the highest on the team.
• Applied standard practices and policies as set; however, used independent judgment to determine optimal solution for clients, and followed up with customers to ensure complete customer satisfaction.

Confidential, Silver Spring, Maryland

CommTech

Responsibilities:

• Performed reconnects, requested & non-pay disconnects, and changes of service, adhering to Confidential procedures and safe practices, National Electrical Code( Confidential ) and Confidential requirements, and local ordinances in-order to provide(or remove) services to the residential class customer.
• Demonstrated skills on how to use company products/services in order to educate the customer on the use of equipment and company guidelines.
• Worked independently, persisted and finished projects despite obstacles, or redirected when necessary.
• Applied common sense, theory, and experience to decision-making; recognized similarities between past and present situation; identified key issues or used inductive reasoning.
• Used active listening skills or attended to non-verbal cues to better understand customer's perspectives, behaviors or motivations; empathized with customers' needs and responded sensitively; used good judgment when responding and responding to objections successfully.
• Achieved score of 100% on all customer satisfaction surveys for work done at customer’s premises.
• Received pay rate raise based on yearly evaluation of successful work performance.

Confidential, Silver Spring, Maryland

Customer Retention Specialist

Responsibilities:

• Adopted a customer-first attitude by resolving customer issues/concerns at first point of contact in an effort to retain customers.
• Exceeded customer's expectations providing customers with the value, benefits & savings in Verizon products & services.
• Recommended & up sold different products/packages based on customer's lifestyle & needs.

Confidential

Technical Support Specialist

Responsibilities:

• Supported clients globally with any number of technical problems, including but not limited to operating systems, hardware, software, and connectivity.
• Entered data into Tivoli Ticketing system, invoked control desk in any severities (multiple users impacted).
• Telnet into users’ pc remotely, mapped network drives & configured outlook exchange servers.
• Assisted customers with any Windows XP - MS office/Outlook PST corrupted file, SharePoint/Citrix web application, and key fob/VPN connectivity issues.
• Assisted team with achieving SLA (Service Level Agreement) goals.
• Maximized availability time by minimizing ACW and AUX use also focusing on the ASA (Average Speed Answer).
• Fulfilled QTM (Quality Tele-monitoring) expectations required for the job (Been monitored monthly for quality and customer service satisfaction).
• Provided technical support assistance to another Confidential account enhancing technical skills in different level of support (Non-technical audience) as per business needs.