SUMMARY:

• Sharp, driven Technology Specialist that delivers rapid results via broad and deep analysis, successful at building and leading high - performance teams in a demanding and challenging environment. Expert at managing multi-location projects, program planning and budgeting , improving continuous processes, managing pre\post project issues, and initiating change to enhance value-added solutions.
• Demonstrated ability in daily duties to assist with providing access entry controller; and verifies credentials to ensure only authorized personnel, vehicles, and equipment is permitted in these facilities.
• Demonstrated proficiency in the use of Remedy Ticket Tracking Systems.
• Technical implementation and reporting issues,
• A track record of demonstrated reasoning skills
• Knowledge of internal organization of record management in order to search records and extract a variety of information and data relevant to the planning, well versed in both Windows and Mac Operating Systems, Typing ability of 85+WPM
• Remarkable ability to use problem solving skills on a daily basis to achieve results, Great joy meeting, interacting and serving customers, proven effective communication skills with all levels of store employees and management.
• Exceptional dependability and flexibility with scheduled work shifts, Strong computer experience with Excel, Word, and Outlook.
• Experience with Windows & Mac OS installations and configurations.
• Demonstrated ability for technical implementation and reporting issues.
• Solid ability to transmit/transform claim data and issues.
• Experience to follow work flows developed by others in order to support programs, to ensure appropriate referral to peers including supervisors and management in timely fashion, including escalations.
• The ability to perform services and procedures of the assigned office in order to respond to customer inquiries, give preparatory instructions, records, reports and file information as required.
• Provides telephone support to end-user community on hardware, software, and network related problems, questions, and use.
• Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem.
• Diagnoses problems and/or problem requiring physical interaction with end user; dispatching technical support specialists from appropriate team.
• Opens, tracks, and closes trouble tickets; ensures problem ownership and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.
• Assists end-users and IT specialists by phone and email with first-level technical support.
• Works with Tier III and other groups to resolve technical problems.
• Provides Remote Access Support for Citrix and VPN.
• Provides a high level of customer service in a fast-paced environment with phone calls, emails, and walk-in customers.
• Answers inbound phone call, email, and ticket inquiries.
• Follows up with existing tickets/inquiries, as appropriate.
• Accurately classifies and records details of inquiries into a web-based ticketing system.
• Effectively manages time to ensure that minimum standards are met.
• Provides administrative support to the Program Manager

EXPERTISE:

Resourceful, innovative, flexible, and enthusiastic Technology Specialist supporting Confidential & Confidential LLP. Proven ability to provide technical support to clients, agents, brokers, and re-sellers for varied Relativity platforms supported Citrix software applications; including Red Hat Linux based servers, used in the legal, financial, and healthcare markets. I have an extensive understanding and experience in administrative, clerical, technical involved in protecting property, equipment, data, or materials and making judgments based on the application of directions, rules, regulations and the law that is relevant to the Confidential & Confidential LLP/Citrix equipment, strategies, policies, and methods in order deal with escalated issues and emergencies. I foster team work and possess excellent written and oral communication skills. Demonstrated ability to write situational reports for management\supervisors and shift leads about daily activities and any irregularities that may be present.

PROFESSIONAL EXCELLENCE:

Confidential, Washington, DC

Desktop Support Analyst

Responsibilities:

• Maintain repair area, equipment, and inventory in an organized and clean manner. Test, evaluate, and validate IT initiatives/Citrix/HP desktops /Lenovo laptops and identify issues in software/application or services.
• Troubleshoot Windows 7 issues for various paralegals, associates, and partners.
• Functions as Point of Contact for incidents and service requests, as reported from users, system monitoring and alerts.
• Handle all escalated issues from K2 (Keno Kozie Associates) helpdesk.

Confidential, Tysons Corner, VA

Consumer Product Advisor

Responsibilities:

• Help customers discover, enable and implement high-value Confidential technology solutions and services across a broad range of devices that meet their individual needs and exceed their expectations.
• Consistently deliver high standards of sales and service, supporting the strategies of the Confidential Retail organization.
• Listen to and understand customers stated and unstated needs.
• Present total solution offerings and sales support based upon each customer's unique needs, both before and after the sale.
• Maintain expert-level product knowledge in all Confidential retail products, devices and service offerings.
• Continuously learn through others, self-educate, share specialized knowledge and expertly demonstrate and present the newest product and service offerings across all devices.
• Collaborate with peers, store leaders, corporate and field team members in the development of innovative ways to continue to build long-term relationships with all customers.

Confidential, Washington, DC

Technology Specialist

Responsibilities:

• Test, evaluate, and validate IT initiatives/Citirix/HP Confidential and identify issues in software/application or services.
• Troubleshoot Citrix/HP ThinClient issues for various law firms.
• Create and maintain reports/email for Confidential .
• Functions as Point of Contact for incidents and service requests, as reported from users, system monitoring and alerts.
• Participate in the Citrix provisioning/creation of applications associated with milestone deliverables.

Confidential, Arlington, VA

Advanced Repair Agent and brand ambassador

Responsibilities:

• Responsible for managing Confidential check-in, check-out experience for clients as well as providing complete solutions for Tier 1 to Tier 2 related issues to include: computer set up, software installation, and first-level technical and investigative support.
• Served as the initial point of contact for any/all application/systems related issues.
• Responsible for receiving inquiries, logged into the tracking system and referred it to the appropriate analyst for resolution.
• Responsible for coaching sales team, building trust, and explaining services and technology to help meet all client’s needs.
• Knowledge of services, technology, and business group strategies in partnership with the sales team to ensure no client is left unserved or underserved.
• 80% of time is spent repairing various electronics including PC’s (both Windows and Mac), cell phones, tablets, TV’s, etc. to provide solutions aligning with the clients “definition of fix.” 20% of time is spent working with the sales team, explaining services and technology to help achieve business goals.

Confidential, Falls Church, VA

Account Manager

Responsibilities:

• Develops IT projects to meet the business needs of the customers.
• Test, evaluate, and validate IT initiatives and identify issues in software or services.
• Troubleshoot Red Hat Linux for various business customers.
• Create and maintain report for CMS and issuers.
• Functions as Point of Contact for incidents and service requests, as reported from users, system monitoring and alerts.
• Participated in the EDGE Server implementation process and the associated milestone deliverables.

Confidential, Lorton, VA

Technical Support Specialist - Software Applications Specialist

Responsibilities:

• Provides in depth support for company’s proprietary software and other groups to resolve technical problems
• Configure IT devices for secure operation, including installation of security software, software updates, and other configurations remotely as required.
• Maintains ownership of the incident reports and communicates with users concerning the status of incidents and service requests.
• Performs QA and closure of incidents.

Confidential, Glen Burnie, MD

Consultation Agent and brand ambassador

Responsibilities:

• Responsible for managing Confidential check-in, check-out experience for clients as well as providing complete solutions computer set up, software installation, and first-level technical and investigative support.
• Served as the initial point of contact for any/all application/systems related issues.
• Responsible for receiving inquiries, logged into the tracking system and referred it to the appropriate analyst for resolution.
• Responsible for coaching sales team, building trust, and explaining services and technology to help meet all clients needs.
• Knowledge of services, technology, and business group strategies in partnership with the sales team to ensure no client is left unserved or underserved.
• 70% of time is spent engaging clients using selling skills to provide solutions aligning with their “definition of fix.” 30% of time is spent working with the sales team, explaining services and technology to help achieve business goals.

Confidential, Annapolis, MD

Unarmed Security Officer

Responsibilities:

• responsible for serving as a representative and ambassador of the Annapolis Mall on a day to day basis, while maintaining a good working relationship with local authorities, fire, police and safety departments.
• Responsibilities include the protection for the physical assets of the businesses properties, employees and patrons.
• Maintained alertness for all potential loss by theft or destruction by patrolling the physical facilities of the property to include: all parking lots, garages as well as additional mall property.
• Escort mall store owners on money drops and escort and remove unwanted customers, employees and vendors.
• Provide a safe environment for customers, employees and vendors and personal belongings.
• Maintain detailed written report of incidents following policies and procedures.
• Report all safety hazards to Supervisor. Complete any assignments in a reasonable time and manner.

Confidential, Landover, MD

Marketing/Sales manager

Responsibilities:

• Responsible for increasing new sales to wider market area inside and outside of Maryland using marketing creative tactics.
• Obtained government contract funding through Confidential within weeks of employment.
• Ensure high standards of customer service and satisfaction.
• Procedures relating to stock are followed at all times, company security procedures followed and client base maintained.

Confidential, Annapolis, MD

Store Manager

Responsibilities:

• Handled all customer requests and inquiries regarding merchandise or services.
• Responsible for arranging store displays of feature merchandise and dressing store windows.
• Ensured high standards of customer service and satisfaction were upheld.
• Developed and ensured procedures relating to store merchandising and restocking stock were followed at all times, company security procedures were followed at all times and all staff induction training.