EMPLOYMENT HISTORY:

Confidential

Tier 2 Desktop Support, Bethesda, MD

Responsibilities:

• Provides assistance for several office moves which included duties of breaking down workstations, re - establishing them at their new locations, insuring that they were on the network and connected to the correct peripherals.
• Provides technical assistance to the computer operations staff and user community, as needed.
• Assists in solving problems within general guidelines, and applies a wide range of techniques and resources to detect, identify, and compensate for or eliminate problems.
• Show great communication skills, with a willingness to listen, probe and present solutions effectively.

Confidential

Tier 2 Desktop Support, Washington, DC

Responsibilities:

• Provided second line response for users requiring assistance with information technology problems for 6000 end users.
• Responded to request for technical assistance by telephone or email and complete work order ticket.
• Tracked issues until they were resolved and updated the internal knowledge database.
• Ensured more serious issues were escalated to the appropriate Tier 3 Level Support Team.
• Served as the liaison between customers and technical escalation teams.
• Manage incoming calls, email and live chats to address and resolve customer inquiries.
• Serve as the customer advocate, communicating feedback to address problems and improve customer support.

Confidential

IT Support Technician, Washington, DC

Responsibilities:

• Identify, troubleshoot, research, support and resolve customer IT issues.
• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Experience with Windows 10 and Office 365 migrations.
• Oversee the daily performance of computer systems.

Confidential

Tier II Support Technician, Washington, DC

Responsibilities:

• Responded to incoming help requests from users via ticket tracking system, email or phone in a prompt and courteous manner.
• Prioritized and schedule help requests, escalating requests (when required) to the appropriate staff or outside support vendor.
• Documented all information pertinent to help requests and their resolution.
• Assisted staff and/or outside constituents with AV and video/webinar conferencing coordination
• Provided troubleshooting and facilitated solutions to hardware and software problems and coordinated the work of outside vendors.
• Performed hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, installing anti-virus software and configuring systems and applications.
• Performed preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Compiled Help Desk metrics / statistics for reporting purposes.
• Maintained list of frequently asked questions (FAQs) and knowledge base help references for all help levels.
• Interacted effectively with Government users and program management, as well as project team members.
• Communicated status to the relevant team leaders in accordance with program procedures.

Confidential

Tier I Support Technician, Alexandria, VA

Responsibilities:

• Operated as first point of contact for all IT Help Desk technical support issues via phone and email.
• Promptly responded and accurately logged Live - Answer calls with regards to issues, escalating calls within appropriate time frames.
• Supported Windows XP and some Windows 7 PCs in a 300 end user environment.
• Resolved standard trouble tickets, escalate open tickets to appropriate levels.
• Monitored Help Desk voicemails and ensure responses to callers are within Service Level Agreements (SLAs).
• Supported and built Help Desk Knowledgebase used by IT staff and end users.
• Created and terminate accounts in Active Directory and all primary business systems and applications to ensure adherence to security maintenance procedures.

Confidential

Tier I Support Technician, Glen Allen, VA

Responsibilities:

• Assisted clients with issues concerning the monitoring of their health systems.
• Supported over 400 users for all levels of technical support and measured resolutions by a ticket system.
• Investigated problems emanating from the system that affected client's normal breathing, sleep patterns and fall alerts.
• Utilized a variety of technical and customer relation skills.
• Responded to customer request for technical assistance via telephone or email.

Confidential

Tier I Support Helpdesk, Washington, DC

Responsibilities:

• Provided first line response for users requiring assistance with information technology problems for 3,000+ end users.
• Responded to request for technical assistance by telephone or email and complete work order ticket.
• Tracked issues until they were resolved and updated the internal knowledge database.
• Ensured more serious issues were escalated to the appropriate Tier Level Support Team.
• Served as the liaison between customers and technical escalation teams.

Confidential

Tier II Support Helpdesk, Washington, DC

Responsibilities:

• Resolved hardware, software and peripherals Tier II technical problems and answered queries by telephone, emails, or walk-in support of customer computer hardware, software, and network systems.
• Handled an upgrade migration for 600 end users
• Diagnosed, identify, isolate and analyze problems utilizing historical database records.
• Provided support, as directed by the Senior Tier II Technical Support Specialist, to the appropriate Tier Level Support Team to resolve issue.
• Coordinated with Confidential application software developers on technical problems in their area of responsibility.
• Maintained and updates record and tracking databases using the HEAT product as a repository for trouble tickets and their resolution and reporting.

Confidential

Desktop Support Technician, Richmond, VA

Responsibilities:

• Assisted staff with technical support of desktop computers, applications and related technology for over 600+ end users.
• Supported included specification, installation and testing of computer systems and peripherals within established standards and guidelines.
• Provided one-on one consultation to end users and network staff.
• Performed required independent analysis, communication and problem solving.
• Worked closely with IS personnel on other project initiatives.

Confidential

Help Desk Analyst, Richmond, VA

Responsibilities:

• Responsible for first-level troubleshooting of all desktop, mainframe and mid-range software and hardware.
• Utilized a variety of technical and customer relation skills.
• Provided service to customer consisting of 60% mainframe and 40% client server.
• Documented service calls with incident tracking system (Track IT).
• Tracked, monitored and processed all issues in professional manner, ensuring timely delivery of final resolution to end users.

Confidential

Help Desk Analyst, Richmond, VA

Responsibilities:

• Provided interdepartmental interface between end users and Information Technology department staff.
• Advised and assisted users in problem solving using help desk software problem reporting and tracking to include desktop / laptop technical support, utilizing desktop remote control tools.
• Completed Desktop / Laptop upgrades, replacements and transfers between locations.
• Installed and configure appropriate hardware and software as needed.
• Performed remote administration on needed workstations.

Confidential

Service Center Analyst, Glen Allen, VA

Responsibilities:

• Provided first-level responder support and assistance to 20,000+ internal end users at 30 locations including vendor agencies nationwide with desktop and networking solutions.
• Investigated and created help desk tickets to record and escalate unsolved problems.
• Monitored servers and applications across multiple platforms including NT, Novell, UNIX and Mainframes.
• Performed remote administration on needed workstations or servers.
• Trained new help desk associates on technical aspects.
• Migrated from Lotus Notes to Microsoft Outlook.
• Worked with executives and/or VIPs and their administrative assistants in solving issues remotely.