SUMMARY:

• Highly experienced in technical support focused on customer satisfaction with expertise in Workfront and similar project management applications.
• Also possess a vast experience in high - volume environments with strong analytical, communication and organizational abilities.
• Do have complex problem-solving abilities to thrive in fast-paced and challenging roles.
• Professional working in the IT field for more than 13 years.
• Technical knowledge is spread out on Windows, Mac and Linux operating system as well as mobiles phones including iPhone, Android and other devices in market.
• Support of video conferencing, Video editing, Video Cameras, Broadcasting equipment, audio editing, live Mixing and Recording.

SKILL:

• Project Management Methodologies
• Requirements Gathering & Analysis
• User Acceptance Testing (UAT)
• Communication
• Business Process Improvement
• Quality Assurance
• Time Management
• Remedy
• Root cause analysis
• Risk Management
• Managing Teams
• Leadership
• ServiceNow
• Workfront Administration
• Document control

EXPERIENCE:

Desktop Support Technical Lead

Confidential, Bethesda, MD

Responsibilities:

• Developing and implementing improvement to the quality and delivery of the services; maintaining performance against all applicable service levels and developing/maintaining business continuity plans to meet agreed service levels; facilitating corrective action on performance issues to resolution with the impacted IT/business teams; managing and developing assigned staff including coaching/mentoring and performance management. Measurable outcomes:
• Oversee 100% of the requests, incidents and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization. Work in an integrated team environment to determine root cause of issues and communicate appropriately to internal and external customers.
• Achieve operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
• Partnered with developers to automate manual processes, saving time and money while decreasing errors.
• Collaborated with stakeholder groups across the organization to ensure business and technology alignment. Proposed solutions meeting defined specifications and needs.
• Performed quality assurance, system integration and user acceptance testing facilitating on-time, on-budget and acclaimed “go-live” of enterprise implementations for up to 6,000 users.

Help Desk Manager

Confidential, Silver Spring, MD

Responsibilities:

• Manage application support help desk operations
• Verify the SLA’s are met on the tickets.
• Create Standard Operating Procedure (SOP) and Knowledge Base Articles(KBA)
• Analyze application data to assess performance and uncover problems.
• Create Reports and attend Meetings.
• Work in a team environment to complete all testing activities according to schedule
• Complete root cause analysis of issues
• Account Management
• Application Support (Workfront)
• Create and Manage Users in Workfront
• Setup projects in Workfront
• Remove Projects
• Document Management using Webtop
• Review SOP
• Creating Workfront dashboard
• Creating Workfront reports
• Application Support (Workfront)
• Testing of new feature on the dev environment before the final release
• Creating mitigation plan
• Works with Infrastructure team

Services Manager

Confidential

Responsibilities:

• Served as the services team manager.
• Developed and implemented IT policies and procedures for the services team to improve the efficiency of the team’s daily duties. This team managed all the devices including desktops, thin client’s mobile devices and every other IT related equipment’s.
• Daily responsibilities included managing the ticket queue, updating inventory records also imaging and deploying new devices. Order new mobile devices and manage the proper inventory records for the mobile devices was also part of the responsibility.

Project Coordinator

Confidential, Waldorf, MD

Responsibilities:

• Summary of duties: Since this was a new paper making sure that the registration for the site and the accounts for the server are in good standing. Do regular maintenance and manage the team that creates and develops the website. Also trained employees on how to complete the assigned responsibilities on the allotted time frame.
• Manage the site registration
• Supervised a team of five including developers, designers and a team lead
• Work in a team environment to complete all testing activities according to schedule Motivated staff to reduce waste and improve productivity
• Account Management
• Maintain open communications with other departments, managers, and other company personnel
• Implemented different strategies
• Worked with a team to complete a project by a specific deadline.
• Maintained records, files and report
• Assisted in maintaining an efficient inventory.
• Key s: During my employment we completed the development of the website and deployed the website. Managed the servers without fail developed strategies to market the website.

Confidential

Senior Desktop Support Specialist

Responsibilities:

• Support the Director of NIAID: related to computer and mobile phones and tablets.
• POC (Tier 3) technical support for over 300 users in VRC, NVITAL, VPPL
• Cross team collaboration to develop SOP for deploying SCCM and custom reimaging.
• Maintained / troubleshoot over 400 workstations/ scientific equipment.
• Help managerial staff on deciding the purchase of equipment’s according to the requirements
• Assist executive staff with the desktop and mobile devices.
• Assist users in identifying and correcting computer problems
• Troubleshooting Microsoft XP office suite
• Install Multiple operating system in one computer
• Install and configure Mac OS X and Windows XP professional
• Upgrade Operating system and software
• Troubleshoot Mac OS X and Windows XP on daily bases
• In the Testing group for Mac OS 10.6 (Snow Leopard)
• Was in the Testing Phase for Binding Mac to Active Directory
• Participate in meetings for the project and general programs as necessary
• Set up laptops, desktops and audiovisuals in conference rooms
• Refer new hardware and software requirements to Help Desk Supervisor
• Provide End-User support in all Microsoft Applications
• Create new users and delete users in a domain
• Unlock accounts from active directory
• Responded to security threats, deployed Anti-virus and Anti-Spyware.
• Deployed new machines and maintained/ upgraded hardware for both PC & Apple workstations.
• Unlock, Computers including Mac and Windows
• Manage network accounts
• Setup New accounts for new users
• Create Distribution List
• Reset Network account passwords
• Recommend new computers by understanding the kind of work load, the particular person has
• Add internal components like memory, hard disk, graphic card etc...
• Activate blackberry
• Troubleshoot Blackberry issues
• Support through the phone
• Contact vendors of software and hardware vendors to resolve issues
• Work within inventory processes to facilitate inventory control
• Troubleshooting pc, printers and external modems
• Manage system performance and generate periodic system performance reports
• Desk side support of hardware and software
• Setup new computers including MAC and PC Setting up multiple operating system in one computer
• Replace faulty hardware Troubleshoot Hardware Problems
• Remove virus, spywares and adware
• Support remotely using Bomgar or even on the phone.
• VPN and Citrix Support
• Add computers and printers to network
• Remove Computers and printers from network
• Setup and supported virtual web conference for users
• Documented, tracked and maintained software licensing for users
• Provided onboard for new desktop technical support associates