SUMMARY

An experienced team oriented, and diligent professional seeking opportunities to leverage my technical skills in a challenging environment. My background includes at least four years of information technology experience, over six years of customer service experience holding positions of increasing scope and responsibility. I have the ability to self - manage as well as managing team members. I am very easy to get along with and able to work with people of various backgrounds.

TECHNICAL SKILLS

Software Applications: MS Office Suite (Word, Excel, PowerPoint, Note), Lotus Notes, Remedy, AT&T Switchboard, Cap Editor, NTX, Alarmist and Personify, Bomgar, Symantec, Active Directory, Cisco ISE, Maximo, PeopleSoft, Remote Desktop, Skype for BusinessHardware Printer (HP), Scanners (HP), Fax (HP), Copier (HP), Cutting machine (DocuGem), Xerox igen3, Folding machine (Pitney Bowes), Stuffing machine (Pitney Bowes)

Operating Systems: Vista, Windows XP, Windows 2003, Windows 2007, Windows 2008, Windows 2010 Mac; iOS;

PROFESSIONAL EXPERIENCE

Confidential, McLean, VA

SENIOR HELPDESK TECHNICIAN LEVEL 2

• PROVIDE TIER 1 HELP DESK SUPPORT: Provide outstanding customer support by following scripts, Checklists and Standard Operating Procedures (SOPs) on a daily basis to meet all Service Level Agreements (SLAs). Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-in. Basic troubleshooting, diagnoses, resolution. Follow-up with customers regarding any IT related issues or requests via face to face or remote access. Unlock accounts and reset passwords. Use knowledgebase for prior ticket resolutions; Add information to knowledge base when applicable. Document calls in the Ticket Management System to ensure proper tracking and resolution. Route calls to Tier 2 if unable to resolve issue.
• EXCEED DEPARTMENTAL METRICS: Ranking top 5 or higher out of team of 11. Provided an average of 96% for call quality assurance. Overall total job performance is scored at a 98.2%. Work independently within established policies and procedures. Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups. Solicit customer feedback to improve service.

Confidential, MD

TIER 1 IT HELP DESK TECHNICIAN

• PROVIDE TIER 1 HELP DESK SUPPORT: Following scripts, checklists and SOPs on a daily basis to meet all SLAs. Provide Confidential expertise for following technologies: Internet Explorer, Windows 7 desktop OS, Microsoft Exchange, SharePoint and Microsoft Office productivity suite. Provide customer support, troubleshooting, and solutions for employees and contractors via ticketing system and in-person. Use remote desktop tools such as Bomgar to troubleshoot and resolve customer issues remotely. Able to use remote tools to install new software and push system updates. Resolving problems in a prompt, responsive, responsible, and friendly approach to customer and fellow employees.
• ABILITY TO SET UP NEW LAPTOPS, OPTIMIZING EXISTING LAPTOPS, AND ENCRYPTING LAPTOPS AND DESKTOPS BASED ON CURRENT SECURITY REQUIREMENTS: Implement infrastructure software and hardware updates. Image or re-image laptops and some desktops on a daily basis. Work with IT management to perform MACD (moves, adds, changes and deletions) of all end user laptops and some cell phones. Work in conjunction with Human Resources and other Business Units to assist with the computer setup of new employees. Process intake of returned equipment and keep track of the inventory as necessary.
• PROVIDE ASSISTANCE WITH CISCO ISE ROLLOUT PROJECT: Responsible for troubleshooting and maintaining over 50 systems. Document all new procedures, required bug-fixes, end-user feature improvements, and operations feature improvements.

Confidential, Washington, D.C.

HELP DESK TECHNICIAN

• UTILIZE THE KNOWLEDGE BASE AND OTHER SUPPORT DOCUMENTATION TO IDENTIFY, ISOLATE, DIAGNOSE, AND RESOLVE END USERS TECHNICAL PROBLEMS: Resolving problems in a prompt, responsive, responsible, and friendly approach to customer and fellow employees. Responsible for processing calls/emails via the Remedy ticketing system in a timely manner. Provide first call resolution or triage for all calls. Troubleshooting reported issues, including software bugs or issues with a customer's operating system, browser, etc. Install software and run security scans on windows operating systems when required. Document all new procedures, required bug-fixes, end-user feature improvements, and operations feature improvements.
• TRAIN NEW EMPLOYEES ON ALL PROCEDURES: Responsible for creating, reading, and updating standard operating procedures in accordance with the daily tasks. Trained approximately ten people via 1 on 1 settings.

Confidential, Gaithersburg, MD

HELP DESK ANALYST

• WORK IN A FACE PACE ENVIRONMENT, MEET CUSTOMER SERVICE LEVEL AGREEMENTS INCLUDING STATISTICS, TICKET RESOLUTION RATES, AND CUSTOMER FOLLOW-UP TIMES: Receive and answer all incoming Tier 1 calls from employees. Enter all call 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. Use basic troubleshooting skills on Windows operating systems, Local and Networked printers. Experience with using a remote access distributing software packages across the network without affecting their uptime. Use remote access to perform troubleshooting routines on a specific desktop with the users consent. Unlock accounts and reset passwords as necessary. Provide Ritz Carlton customer service to all and try to resolve the issue or escalate unresolved incidents to the Tier2 or Tier3 group for further troubleshooting. Enter all troubleshooting performed and, if applicable, the resolution in the ticket and knowledge base.
• WORK WITH IT MANAGEMENT TO PERFORM MACD OF ALL END USERS AND CELL PHONES: Implement infrastructure software and hardware updates. Document all new procedures, required bug-fixes, end-user feature improvements, and operations feature improvements