SUMMARY:

Windows 7 and Microsoft Office applications and the principles, methods, and techniques involved in help desk operations and support. My primary skills include desktop support, break/fix troubleshooting and remote support working in a very fast paced, high volume call center environment. Professional verbal and written communication skills and the ability to type 85 wpm .

COMPUTER SKILLS:

Software : Corel WordPerfect Office X6, Windows\Vista\XP \Microsoft 2016

Presentations : ACT Database, Adobe Acrobat XI Pro

Hardware : Avaya Telecommunications System, Confidential IP Phone 7941, HP and WYSE Thin Clients, RSA SecurID Tokens, Nortel Networks, Samsung SyncMaster NC240 Firmware Computer System, Smart Label Printers iPhones and iPads, Samsung Android Smart

Applications : ServiceNow ITIL Management, MaaS360, McAfee Endpoint Encryption, Skype of Business, Exchange Server 2007, Lync Server 2010 CS User Administrator, PeopleSoft, LanDesk Management Console, Blackberry Desktop Manager, (BAS) Blackberry Administration Service iOS/ Android, Remedy v7.5, Altiris 6.0, FrontRange IT Service Management 6.3.7, Confidential AnyConnect Secure Mobility Client, Confidential Unified Contact Center Express 8.5 Confidential Agent Desktop, Active Directory Administrative Center, Microsoft Application Virtualization, Windows Remote Assistance (Help Desk Support)

EXPERIENCE:

IT Helpdesk Analyst, McLean, VA

Confidential

Responsibilities:

• I serve as backup to Helpdesk Supervisor by acting as the technical escalation point for team members and develop inter and intra team processes that promote efficiency and communications excellence.
• Provide customer support, service and technical support through analysis and problem resolving to enable installation, maintenance, education, implementation and documentation of a variety of basic software and hardware technologies using remote communication or through phone to the End Users.
• Perform configuration and resetting the network access accounts whenever required for RSA Tokens, Laptops, Surface Pro, Wireless Connectivity, and Smart Phones.
• Manage Helpdesk shared network mailbox by providing technical correspondences and support for incoming requests and issues related to computer systems, software, and hardware and creating ServiceNow tickets.
• Manage user’s accounts through Active Directory but not limited to: Installing selected server applications and coordinate user setups, installations and upgrades as necessary.
• Monitor the progress of requests for support and ensures that the end users and other interested parties are kept informed by documenting and assigning an appropriate priority timely escalation into ServiceNow ticketing system and email correspondences.
• Ensure that all work is carried out and documented in accordance with service level agreements and required procedures.
• Provide proficient guidance/advice and acts as a mentor to less experienced colleagues.
• Managed customer follow - up to ensure customer satisfaction.
• Perform other duties as required.

IT Helpdesk Specialist

Confidential, Fairfax, VA

Responsibilities:

• Utilized Confidential Unified Contact Center Express to accept warm-transfer escalations.
• Provided telephone support to end-user community of 5000 users for (ERP) PeopleSoft applications, network applications, desktop software, desktop hardware and network related problems, questions, and use;
• Provided high quality customer service through courteous, prompt and accurate communication and documentation including instruction sets, links and forms from Confidential Knowledge Online ( Confidential ); received positive survey feedback of 99% customer satisfaction.
• Escalated incidents and request tickets not resolved by Help Desk Specialist (L1) to provide in-depth troubleshooting and analysis of network connectivity, wireless, remote access (VPN), software client issues, DNS, DHCP and other application and service-related incidents.
• Escalated and/or diagnose problems that require physical interaction with the end-user to the appropriate field engineer from the appropriate Operations or Engineering team.
• Utilized Altiris monitoring system to create, track, document and close of incident tickets and service requests.
• Utilize MS Exchange Server 2007 console to create new recipients, and manage existing mailboxes, mail contacts, mail users, and distribution groups.
• Utilized MS Lync Server 2010 to enable the end-users instant messaging (IM), presence, and AT&T conferencing.
• Assisted end-users with VPN ( Confidential AnyConnect Secure Mobility) connection; create User’s VPN access and login procedure.
• Worked with system specialists to monitor and communicate service outages and performances using SCOM (System Center Operations Manager).
• Managed customer follow-up to assure customer satisfaction.
• Perform other duties as required.

Administrative Specialist/Logistics Research

Confidential, Fairfax, VA

Responsibilities:

• Provided support for 3000+ users to include software request, equipment moves, thin client request, blackberry and thin client repairs/hardware replacement.
• Managed the Blackberry Administration Service (BAS) to create/delete user accounts; assign user groups, apply IT policies and other configuration settings.
• Maintained Asset Management Database process using Remedy.
• Performed as a vendor liaison for government ordering hardware replacement, scheduling deliveries and equipment Confidential .
• Assisted in research support for government logistics and similar projects by gathering information, organizing data, performing modeling, data conversion, and/or data entry tasks.
• Updated inventory records including asset specifications using BMC Remedy IT Service and IT Management software.
• Provided support for both computer software and hardware, including peripherals, i.e. Thin Clients, Network printers, local printers, speakers, and blackberries.
• Accurately documented and reported problems to technical staff for resolution.
• Managed customer follow-up to ensure customer satisfaction.
• Perform other duties as required.