SUMMARY:

• I have worked in various customer support arenas for ten plus years. The last eight involved computer technology helpdesk support for Confidential, Confidential, Confidential, Confidential and the Confidential, where I held Sensitive and Public trust clearances. I am currently on contract with Confidential and I’ve also provided support as a Contract Specialist, Project Coordinator and NOC Helpdesk for the Confidential .

TECHNICAL SKILLS:

• Microsoft Office application - - Access, Excel, Outlook, PowerPoint, and Word 2003/2007/2010
• Remote Desktop Connection
• ITSM Service Management
• Endpoint Encryption
• Remedy EAMS
• Avaya Phone Systems
• Active Directory
• VDI Virtual Desktop Environment using Windows 7
• Novell Common
• Blackberry Enterprise Server
• Blackberry Desktop Manager
• RSA Token
• Director
• Front Motion Firefox IT Service Management
• Cisco Properties
• WebEx
• Clear and flash RSA tokens using RSA Security Control Center and RSA Firmware
• Good Technology
• McAfee ePolicy Orchestrator Endpoint Protection
• HP 7600 towers, HP 6910/6930 laptops, Dell 4550/5450 laptops, Docking stations

PROFESSIONAL EXPERIENCE:

Confidential

Tier 2 Technician

Responsibilities:

• Image Hewitt Packard Elite Book 820\ 620
• Install software, inventory, asset tag all workstations
• Configure switches
• Provide Excel spreadsheet with inventory information
• Provide asset tag for new laptops, towers and monitors
• Perform Scan\Load State for migrated workstations.
• Install Baseline software on workstations
• Install Checkpoint, McAfee, LANDesk
• Install Network and local printers
• Input new equipment utilizing Remedy ticketing system
• Contact end users for initial set up of new equipment
• Process timesheets for group
• Pack and ship equipment to end users
• Provide daily report for upper management.

Confidential

PC Computer Technician

Responsibilities:

• Deployment and set up of workstation upon completion of Windows 7 reimage.
• Maintain user account setup within Active Directory to include user account setup and share drive Management.
• Set up new hire accounts
• Set up loaner notebooks
• Install printers
• Maintain user account setup within Active Directory to include user account setup and share drive management.
• Continually improve technical proficiency through research, self-training and participation training opportunities.
• Documenting new hire accounts.
• Use of the New Staff Services Assurance Tracking System (NSSA).
• Staging notebooks for testing new hire network accounts and verifying application access.
• Answer calls and respond to emails
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Manage and resolve customer complaints
• Enter new customer information into system update existing customer information process orders, forms and applications identify and escalate priority issues route calls to appropriate resource follow up customer calls where necessary document all call information according to standard operating procedures
• Duties consist of migrating laptop Operating Systems from Windows XP to Windows7
• Assist with the deployment and management of McAfee Endpoint /Symantec Endpoint Encryption Solutions

Confidential

Sr. Service Analyst

Responsibilities:

• Provide ongoing support of the standard hardware/software needs of the company
• Provide basic one-on-one training to user community.
• Impact is on a defined area, function or process
• Responsible for single application or part of an application.
• Ability to develop business relationships and communicate effectively with the user community.
• Basic troubleshooting skills, and understanding of the fundamentals of network, server, and desktop
• Administration, installations, upgrades, techniques, tools, and equipment.
• Apply basic knowledge of processes and resources required to perform analytical and technical tasks on PC systems.
• Applies basic understanding of customer service techniques as required to address PC problems.
• Reimage Hewett Packard and Dell desktops, Laptops.
• Refresh/ Migrate Windows 7
• Prepare morning reports for management, handle administrative duties.

Confidential

Service Desk Analyst

Responsibilities:

• Answer phone calls and reply to email from the public and USPTO customers.
• Monitor the status and progress of the tickets in the request fulfillment queue.
• Receive request from customers and create service records in EAMS/ITSM for Hardware/ software moves and deployments.
• Troubleshoot workstations, Laptops, and USPTO proprietary applications.
• Provide basic technical and configuration skills for hardware, network and other device
• Network Drive mapping, printers group, network, flash drives, pinging, installations
• Navigate and efficiently use several different resources: Customer Service Manual {CSM},
• Knowledge Pack Knowledge-based resources found on USPTO domain
• Ensure that each EAMS/ITSM record does not exceed the 6 hour SLA.
• Receive and submit all requests for service via email and voicemail.
• Assist customers with Patent and Trademark searches on the USPTO Website
• Log all calls using Remedy (EAMS) by creating tickets for every call and email that is received.

Confidential

Senior Help Desk Analyst II

Responsibilities:

• Answer phone requests for technical support
• Offer telephone and remote diagnosis of system and software supported
• Perform remote technical support using both Timbuktu Pro and NetMeeting
• Maintain work log using the CTS Remedy system
• Create/Change email accounts within the active directory
• Perform administrative actions to include locking/unlocking accounts, changing passwords and resetting accounts
• Perform VPN administration with Secure ID, used Microsoft Exchange Administrator, Active Directory and user manager with NT accounts.
• Perform minor performance modification to email, accounts, and web sites.
• Diagnose and fix problems with Outlook, IE, CAPS, and various other programs.

Confidential

Sr. Communications Specialist

Responsibilities:

• Aggressively respond to over 100+ calls per week troubleshooting user’s hardware/software issues and resolving 80% of the calls at the Tier1 level.
• Routinely tasked by the Project Manager to assist in office management duties through the ordering of office supplies and occasionally the preparation of the morning status report to be distributed to senior DEA management.
• Expertly utilize Service Center 4.0 to document computer related problems to record user’s request for assistance in order to ensure their problems will be resolved by a designated group and to gather statistical data on current issues affecting the network infrastructure in order to assist the Network Administrators to prescribe preventive measures to deter future incidents from occurring.
• Provide excellent customer service to users having connectivity problems concerning passwords by resetting/unlocking accounts using Windows NT server tools (User Manager) and instructing users of current DEA password requirements to ensure security requirements for accounts were being observed.
• Proactively conduct hourly mainframe queries on DEA systems to test connectivity and availability of critical law enforcement databases.