OBJECTIVE:

To obtain a position at an outstanding company, where I can utilize my superior customer service skills.

PROFESSIONAL EXPERIENCE:

Tier I Support Specialist

Confidential

• Provide software, hardware, and other IT assistance and support
• Interface and communicate with customers taking appropriate actions to resolve system or end user Incidents and Service Requests
• Troubleshoot systems or users issues; identifies system defects based on technical analysis of system and customer issues; and escalates more complex issues to more experienced specialists (Tier 2)
• Develop a knowledgebase, standard operating procedures and support tools to improve IT service support
• Provide installation and maintenance support for systems, networks, and other IT infrastructure areas, as required
• Receive all new help desk tickets through email, phone, chat, walk - ins and entering them into the DeskPRO help desk tracking tool
• Check the help desk voicemail and entering new tickets or updating existing tickets based on the messages
• Perform the initial analysis and triage of new tickets striving to achieve a resolution on the first call
• If the Tier 1 team member cannot resolve the ticket they will escalate the ticket to the Tier 2 team for a deeper analysis and resolution
• Assist in the configuration and distribution of laptops and cell phones to the users
• Provide Tier 2 backup if needed

Help Desk Technician

Confidential

• Providing technical support to 11,000+ employees of the Confidential
• Receive and answer all incoming Tier 1 calls from WMATA employees
• Enter the information into Maximo Service Request and initiate a trouble ticket
• Provide initial triage and problem determination to determine the severity of the user's incident
• Provide Windows 7 troubleshooting
• Configure and troubleshoot local and network printers
• Perform password resets and account unlocks for several WMATA specific applications
• Monitor and track incidents to resolution, including updating all tickets with pertinent information
• Escalate unresolved incidents to the Tier 2 or Tier 3 level for further troubleshooting
• Distribute software packages across the network to a user's computer without affecting their uptime
• Exercise remote access capability to perform troubleshooting routines on a specific desktop
• Dispatch hardware repair or OEM vendor support for warrantied equipment

Tier 1 Analyst

Confidential, Washington, DC

• Collect customer's information using active directory and remedy with an understanding of how to break downand explain the problem and solution regarding to the customer's issues
• Diagnosed and troubleshoot a range software/hardware issues for Windows7, Windows Vista, MAC, AppleMobile Devices, printer/scanners, VPN card readers, and McAfee virus protection software
• Use Microsoft Office 2010 Professional programs such as Calendar, Excel, Outlook, Contacts to record andinput data on a day to day basis
• Able to provide professional and excellent customer service to resolve customer's issues when they are upsetand irritated at times
• Lotus and Dominos notes are used to access both mail files and note applications
• SAP applications are to provide customers with the ability to interact with a common corporate database fora comprehensive range of applications
• Reset passwords using active directory

Representative

Confidential

• Served as primary point of contact for students who needed assistance with their accounts.
• Verified student's information and helped set up payment plans.
• Used Sales force for ticketing system
• Supported UMUC students with staying enrolled in classes
• Over the phone payments and re-enrollment forms
• Transferred students to the correct departments far as Financial Aid, Advising etc.
• Worked with other services such as Peoplesoft and ECSI
• Troubleshoot and reset passwords
• Lotus and Dominos notes frequently used for e-mails calendar and scheduling

Tier 1 Technical Support

Confidential

• Served as primary point of contact for callers who need assistance with resetting passwords to their CMSPortal accounts.
• Collected general information from callers such as first last name reason of calling.
• Used Remedy for ticketing system.
• Supported Healthcare.gov and the CMS Portal.
• Over the phone troubleshoot and email assistance.
• Worked with other services such as CALT and Zone.
• Windows
• Troubleshooting
• Trouble Tickets
• Remedy
• VPN

Call Center Representative

Confidential

• Served as the primary point of contact for persons inquiring about disaster assistance by telephone.
• Collected pertinent data from callers.
• Served as technical support assistant resetting domain passwords and creating user accounts using activedirectory.
• Entered data into our database National Emergency Management Information System (NEMIS) computersystem.
• Researched varies systems to compile data.
• Conducted telephone interviews with disaster victims who have been affected by a declared disaster.
• Assisted applicants by telephone to determine applicant needs.
• Provided instruction and referrals to appropriate disaster programs, community resources, and other Federalagencies, as appropriate.
• Provided information and explanations of Housing Assistance, Other Needs Assistance Grant, and otherprograms to applicants.
• Conducted verification activities to determine eligibility of applicants for disaster assistance over the phonewith applicants, in order to gather and disseminate information.

Stock/ Cashier

Confidential

• Served as the primary contact for customers who needed assistance.
• Order supplies for customers as they requested.
• Stock shelves to keep them fully loaded
• Unloaded trucks, and lift boxes with the weight of 20 pounds or more.

Human Resources Trainee

Confidential

• Printed and faxed documents.
• Prepared office correspondence.
• Distributed incoming mail.
• Handled complaints from employees.
• Established and maintained office files.