Technical Analyst /Service Desk Queue Manager Resume Bethesda, MD - Hire IT People

SUMMARY:

Accomplished IT Security Analyst with experience in quality assurance, network solutions, and troubleshooting skills for products in competitive security and risk markets.
Excel at creating solutions and leading efforts to improve security capacity, increase efficiency, significantly simplify security processes, and contribute to enhancing security products performance and features. Skilled at finding and tracking bugs that would harm business and computer operations.
Strategic Host Investigations Cybersecurity Enterprise Level Governance, Risk and Compliance Programs Documentation Hardware Architecture Mobile Devices & File Systems Analysis Techniques QA Methodologies Report Generation System Testing Data Recovery Services Technical/User Support Customer Service Forensic & eDiscovery Tools
Created new solutions to meet 15 minute SLA turn - around time for web submitted tickets.
Developed an all-encompassing document that can be added to the knowledge base to answer frequent questions asked by customers and give access to these answers to all representatives.
Resolved customer issues in a professional manner which resulted in future purchased service contracts with the company.

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows Server 2003/XP/Vista/7/10

Languages: Java, HTML and LAN/WAN

Development Tools: Microsoft Office, Remedy 7.1

Testing Tools: Active Directory, Snort, SQL, VMware, and Wireshark

Web Servers: Windows Server 2012 R2, Confidential, Cisco VPN Systems

PROFESSIONAL PROGRESSION:

Technical Analyst /Service Desk Queue Manager

Confidential, Bethesda, MD

Responsibilities:

Direct staffing, work assignments, organized public events, and monitored outage information.
Manage customer service technical support queue and provide technical assistance to customers related to Active Directory, PIV cards, Exchange, VPN, Microsoft Lync, and ActiveSync.
Troubleshoot Confidential internal business applications such as Confidential.
Utilize the ServiceNow application system to document incidents and service requests.
Conducted IT Pro calls quickly and efficiently while supervising incoming tickets and overseeing technician’s service performance.
Gained valuable troubleshooting skills for diagnosing problems in ServiceNow applications.
Implemented a system of rotating agents that would handle all the high priority tickets for the day, which resulted in high priority tickets being addressed within the 15 minute SLA with no increase in the abandon rate.
Collaborated with Active Directory Admins to create a document used to explain the account creation process during new employee .

Customer Support

Confidential, Columbia, MD

Responsibilities:

Contributed to a team environment on assigned activities in the district offices of a busy call center.
Resolved technical issues through the Clarify Customer Resource Management System by diagnosing hardware and software related issues in Restaurant Enterprise Solutions, Tangent POS, and e7 POS software utilizing Confidential, PC Anywhere, Remote Desktop, and HyperTerminal.
Assisted a high-volume of customers and personnel in answering technical questions while escalating unresolved cases as needed.
Set-up remote desktop connections for high-profile accounts to resolve application interface issues quickly and efficiently.
Monitored progress of applications to prevent downtime to business operations.