SUMMARY:

• Dedicated, self - motivated helpdesk professional providing technical support in a 450+ user environment.
• Skilled problem-solver able to communicate with users at all levels of technical proficiency.
• Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.
• More than 7years of progressive experience in the IT Help Desk field.
• Closed 85% of trouble tickets on the first call without escalation
• Key contributor in reducing and maintaining a low volume of service tickets and reduced call waiting periods.
• Extensive experience setting up, installing, and repairing desktops, laptops, printers, and modems.
• Dependable, punctual and courteous; positive can-do attitude; consummate team player
• Strong skills in organization, prioritizing and multi-tasking.
• Interpersonal and administrative skills, sufficient to organize and coordinate own work to meet the organization s planning needs and requirements.
• Demonstrate flexibility in satisfying customer demands in a high tech high volume environment.
• Ensure proper functionality of 24x7x365 call center in a high production environment.
• Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.
• Ability to work other than normal duty hours, to include evenings, weekends and/or holidays, shift work and overtime.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

IT Service Desk Tier I -II Analyst

• Assist federal, state and local governments, as well as, tribal, associations, foundations and private-sector businesses apply for federal funding.
• This is accomplished by:
• Maintain a Nation-wide Grants Management System Helpdesk.
• Assist senior management by performing special tasks which include Windows 7 / Windows 10 migration of all laptops and desktops, VOIP project, and VDI testing.
• Manage security permissions and access across the OJP network via the FICAM (Federal Identity, Credential and Access Management) system.
• Assisted end-users in using new and existing technology; provided coaching and one-on-one training.
• Provision Active Directory with domain accounts, administrative accounts, distribution lists and password resets.
• Process the registration and separation of user access and equipment.
• Assist senior and federal management by drafting, updating and maintaining training materials for the FICAM system.
• Support network communications such as Virtual Desktop Infrastructure (VDI)/telework.
• Establish and manage user accounts via eTrust CATools and Active Directory. Assist OJP customers with
• Account Management by unlocking user accounts and resetting passwords, and independently assign logon problems to appropriate computer department.
• Knowledge of helpdesk ticket systems: HEAT and IVANTI ticking systems.
• Provide Support for Personal Identity Verification (PIV) Card Secure login complying with HSPD-12.
• Provide phone support, and email access support to users accessing Virtual Desktop Infrastructure (VDI)/telework.
• RSA token maintenance: provisioning and issuing software and hardware secure tokens
• Troubleshoot Microsoft Office 365 (cloud)
• Provide hardware and software installation for internal users.
• Provide deskside support.
• Configure and troubleshoot multiple mobile devices, including but not limited to: iPads, Playbooks, smart phones, and other mobile devices
• Set up New Mobile Devices supporting Android and Apple Devices (Tablets, and Phones)

Confidential

Helpdesk Service Representative

• Sr. Helpdesk Tech fielding service email requests pertaining to customer concerns.
• Established records information/ database of issues reported/ resolved.
• Responsible for tracking and servicing issues in accordance with order and urgency.
• Provided customer service through automated information system to analyze customer’s situations/ evaluated as excellent. Six outstanding Service Awards.
• Establishes standard operating procedures and process improvements for timely issue resolutions and escalation.
• Processed referral emails that were routed incorrectly and assisted with running reports and statistics regarding Confidential call center email departments in-take and outgoing email volumes.
• Work independently and efficiently to process e-mails in response to consumer complaints and/or inquiries averaging over 500 emails per week for the Transportation Security Administration ( Confidential ) Contact Center ( Confidential ).
• Responsible for providing consumers traveling through 450 airports with information regarding airport regulations, travel advisories, prohibited items and watch-list clearance procedures.
• Assisted in handling escalated emails from consumers needing assistance in understanding complex Confidential guidelines and procedures.
• Assist in training process for new email hires on policy and procedures dealing with consumer’s questions regarding airport security located throughout the United States and U.S. territories.
• Explain claims process and review status of claim with consumer.

Confidential

Customer Service Representative

• Performed in a fast-paced, high-volume, cash-handling environment with daily face-to-face customer contact.
• Effectively communicate with customers and establish rapport when handling customer inquiries and transactions using excellent interpersonal, verbal communication and listening skills.
• Maintain professional demeanor to work with high customer traffic and constant interruptions.
• Responsible for processing a variety of customer transactions.
• Prepared daily customer report according to branch procedures.
• Responsible for managing and balancing accounts, ensuring customer closeout.

Confidential

Representative

• Assisted customers with selection and/or purchase of merchandise.
• Provide excellent customer service in fast-paced environment.
• Assist customers with knowledge of computers, hardware and software.
• Handle incoming calls resolving computer problems and electronics.
• Duties include assisting customers with selection and or purchase of merchandise.
• Performed store opening and closing operations; served as a key holder and managed nightly cash deposits.
• Assisted store manager in daily procedures including managing store receipts.