SUMMARY:

• More than 12 years’ experience supporting both government and private sector clients, working to resolve their Information Technology (IT) issues.
• Communicates effectively, orally and in writing, to establish and maintain effective working relationships with peers, end - users, and all levels of management.
• Proactive in anticipating and resolving problems. Takes ownership and initiative for problem resolution, spots potential problem areas, analyzes solutions, proposes resolution, and ensures implementation. Takes the term “customer service” to heart.
• Provides phone, email, and on-site troubleshooting support for hardware and software issues.

PROFESSIONAL EXPERIENCE:

Senior Help Desk Analyst

Confidential

• CUSTOMER SERVICE: As Senior Help Desk Analyst, provides phone and email support to government customers in a high-volume, 24x7 technical call center. Ensures customer follow-up for all assigned tickets. Triages requests for escalation to other areas within IT as needed and follow requests to completion to ensure customer satisfaction. Received (2) On-The-Spot Cash Awards.
• COLLABORATION: Works collaboratively in a team environment to promote the overall technical knowledge and effectiveness of the team.
• ATTENTION TO DETAIL: Verifies that requests are documented appropriately in organization’s call tracking system (ITSM and Service Now), updates records and related problem documentation. Produces ad hoc reports as requested by management.
• COMMUNICATION: Provides a high-level of interfacing with co-workers, and communicates effectively with internal customers, IT personnel, and management. Communicates with users with varying degrees of technical knowledge, conveying complex, technical ideas clearly.
• PROBLEM SOLVING: Provides solutions to customer requests for assistance in resolving hardware and software problems. Troubleshoots and resolves issues via phone calls and email. Assists users with correcting problems using remote diagnostic technologies and software tools. Escalates complex problems to other areas of the department as needed and follows requests to completion to ensure customer satisfaction. Apply diagnostic utilities to aid in troubleshooting.
• TECHNICAL APTITUDE: Demonstrates knowledge in the areas of: Microsoft/Apple operating systems and Microsoft Office products. Proficient in Active Directory, providing full service user account management. Manages and provides troubleshooting for mobile device assets.

Help Desk Specialist

Confidential, Reston, VA

• TECHNICAL CUSTOMER SERVICE: As a Help Desk Specialist, answered incoming calls to the Technology Call Center (TCC) and applied a comprehensive understanding of current hardware, software, and proprietary applications to independently troubleshoot, diagnose, and resolve intermediate to highly complex technical problems within required time and productivity standards, meeting all Service Level Agreements (SLA).
• COLLABORATION: Worked collaboratively in a team environment, training new team members within 3-months of hire.
• ATTENTION TO DETAIL: Regularly monitored all issue tracking queues to ensure all tickets were addressed quickly and routed appropriately.
• COMMUNICATION: Engaged with partners throughout the organization to proactively address concerns and technical pain points.
• PROBLEM SOLVING: Used Remedy Tracking System to create, edit, and assign tickets, generated Application Security Access Requests, updated customer profiles, and queried tickets and customer profiles to create reports.

Help Desk Specialist

Confidential, VA

• CUSTOMER SERVICE: As a Help Desk Specialist, provided phone and email support to government customers in a high-volume, technical call center. Ensured customer follow-up for all assigned tickets in order to meet customer satisfaction objectives. Reinforced SLAs to manage end user expectations.
• ATTENTION TO DETAIL: Verified that requests were documented appropriately in call tracking system (Remedy), updated records, and related problem documentation.
• COMMUNICATION: Built rapport with service desk customers.
• PROBLEM SOLVING: Identified and made priority determinations, escalating issues that required immediate action. Followed Help Desk Standard Operating Procedure Guides to replicate customer hardware and software issues to resolve open service desk tickets. Accessed software updates, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• TECHNICAL APTITUDE: Provided troubleshooting and repair on workstations, peripherals, and LAN network components.

Senior Help Desk Analyst

Confidential, Ashburn, VA

• CUSTOMER SERVICE: As a Senior Help Desk Specialist, provided phone and email support to commercial customers in a high-volume, technical call center. Ensured customer follow-up for all assigned tickets in order to meet customer satisfaction objectives. Utilized ActivID Card management tools to provide full service user account management.
• ATTENTION TO DETAIL: Ensured Active Directory user account settings were correct.
• COMMUNICATION: Built rapport with service desk customers.
• PROBLEM SOLVING: Provided troubleshooting for network connectivity, user login, and network printing issues. Escalated tickets to appropriate departments.
• TECHNICAL APTITUDE: Utilized Active Directory to verify user accounts and permissions. Utilized Remedy System for ticketing. Utilized EXTRA X-treme (Mainframe Admin) for user account administration. Utilized McAfee Endpoint Encryption for user machine recovery. Supported Nortel VPN and Cisco VPN Anytime Connect.

Senior Help Desk Technician

Confidential, Washington, DC

• CUSTOMER SERVICE: As a Senior Help Desk Specialist, provided Tier II support to government customers in a federal and municipal workspace. Ensured follow-up for all Tier II tickets in order to meet customer satisfaction objectives.
• CONTINUITY OF OPERATIONS: Developed standard operating procedures and trained staff in disaster recovery planning and support for Continuity of Operations (COOP) exercises. Ensured that users could login to the network and access their data and printing functionality via wireless connectivity.
• PROBLEM SOLVING: Provided troubleshooting for network connectivity, user login, and network printing issues. Escalated tickets to appropriate departments. Tested and provided workarounds for client issues and notified management of needed escalations. Provided troubleshooting and installation of NIC cards, hard drives, power supplies, processors, laptop monitors. Analyzed complex technical issues and defines root cause to implement solutions with minimal supervision.
• TECHNICAL APTITUDE: Utilized Active Directory to administer user accounts. Worked with Cisco VPN software to provide assistance to remote users. Performed installation, replacements, configurations and upgrades of hardware/software by following established procedures. Installed and supported Multifunction and All-in-One and HP printers. Replaced imaging drum, fuser, manual feed tray pickup roller, manual feed tray separation pad, and cassette tray pickup roller, ink toner, printer cables.

Help Desk and System Administrator

Confidential, Confidential, VA

• ATTENTION TO DETAIL: Performed inventory of the asset database.
• TECHNICAL APTITUDE: Created and deployed multiple images using Symantec Ghost for desktops and laptops. Added users into the Cisco Call Manager Administration and Unity Messaging System. Installed and configured biometric equipment.

Help Desk and System Administrator (Jr.)

Confidential, Columbia, MD

• ACCOUNT ADMINISTRATION: Provided full service Active Directory support, creating and deleting users, installing network printers and checking user profiles, creating and deleting network printers, installing and uninstalling applications, setting rights and permissions, and performing email/file restores
• TECHNICAL PROJECT MANAGEMENT: Migrated user operating systems from Windows 2000 to XP. Migrated all users from Microsoft Office 2000 to 2003. Provided desk-side user training.
• TECHNICAL APTITUDE: Created and deployed multiple images using Symantec Ghost for desktops and laptops.