Technical Support Technician Resume

SKILLS:

WORK EXPERIENCE:

Confidential

Technical Support Technician

Responsibilities:

Manage high volume, incoming, multi - line switchboard (e.g.; Academic Engagement, Border Security, Citizenship and Immigration Services, Civil Rights and Liberties, Cyber Security, Critical Infrastructure Security, Disasters, Economic Security, Emergency Communications, Homeland Security Enterprise, Homeland Security Jobs & HR, Human Trafficking, Immigration and Customs Enforcement, International Engagement, Law Enforcement, Partnership, Terrorism Division, Transportation & More)
Provide a customer-focused presence both in person and over the phone for Confidential .
Assist callers and transfer to the appropriate department or staff member.
Perform diverse administrative functions for Confidential, including reporting and other communications.
Maintain confidentiality or organizational and personnel related information.
Greet customers calling Confidential, determine nature and purpose of call and announce callers to appropriate governmental VIP Members.
Ensure adherence to all policies/procedure as it relates to customers/callers and security.

Confidential

Contractor - IT Service Desk

Responsibilities:

Provide IT support for software and hardware for 10,000+ Confidential employees and contractors.
Provide VIP Support to high - ranking governmental officials and Confidential Seniors / Executives.
Work closely with Manager & Deputy Manager to ensure timely and accurate email / request support for the Secretary of Homeland Security & executive staff.
Manage email inbox for help desk in a leadership role; assigning / distributing email tasks to coworkers on team.
Effectively monitor incoming VIP emails, complete, submit request in Remedy Ticketing System and maintain accurate progress reports for management & leads.
Troubleshoot LAN\WAN and VPN connectivity issues
Create and remove LAN accounts
Modify accounts in AD including group membership
Create email accounts for new users
Schedule, modify or cancel audio bridge requests
Initiate & complete onboarding and off boarding requests
Utilize Remedy ticketing system to log, monitor and escalate incidents
Install software and patches on Windows 7 and 8 devices

Confidential

Help Desk Support Agent

Responsibilities:

Understand the functionality of the system(s) I support.
Answer all incoming customer calls in queue with the standard opening script outlined in every SOP
Identify customer needs; manage Average Talk Time, Wrap Up time, and other measurable objectives.
Developed working relationships with Floor Leads, Supervisors, and Operations Managers.
Properly process all work via phone and email to meet Services Level Agreement's for the contract.
Offer suggestions for noted processes that can be improved and assist with the development of such new procedures.
Properly utilize BMC Remedy Ticketing Software to perform efficient record tracking.
Document all relevant information in Remedy and Five9, including name, purpose of call, contact information, proper dispositioning of the call, troubleshooting steps taken, and resolution.
Utilize Knowledge base, Standards of Operations, FAQs, and additional resources in incident resolution.
Escalate incidents to the proper tier and/ or help desk after following standard procedures in attempt to solve the issue.

Confidential

Technical Support Technician

Responsibilities:

Maintained and performed upgrades to existing PC systems.
System administration, user account creation and back - up/ data restoration.
Applied solutions by restoring broken or intermittent connections, software configuration and rebooted, entire system.
PC refresh and migration from Windows XP to Windows 7
Assisted with the management and maintenance of hardware and software inventoried.
Provided end user support post migration.
Installed and configured various application & software