Service Desk Excellence Functional Lead Resume Gaithersburg, Maryland - Hire IT People

SUMMARY:

Developmentally focused technical professional with strong background and experience in progressive information technology roles
Technically skilled information technology professional developmentally focused on Information Security & Assurance.
Efficiently resolves both user - reported and team-discovered issues and quickly engages in risk mitigation to prevent security concerns.
Consistently applies proven methods to diagnose and repair systems, and resolve problems.

TECHNICAL PROFICIENCIES:

Systems: Remedy, ServiceNow, Bomgar, VPN, Remote Desktop, Identity and Access Management Systems, DLP Service, Automated NIST Tracking System, MAAS 360, NIST Special Publication

PROFESSIONAL EXPERIENCE:

Confidential, Gaithersburg, Maryland

Service Desk Excellence Functional Lead

Monitor Analysts compliance with SOP-review tickets & customer satisfaction surveys ( my team has a 4.9/5 customer satisfaction rating).
Audit 5% of daily tickets- perform increased levels of QA review /sampling to maintain highest level of performance.
Verifies the quality and suitability of new & modified Knowledge Base Articles (KBA) to be submitted to the Technical POC.

Confidential, Gaithersburg, Maryland

Technical Team Lead

Manage technical support at NIST, monitoring and improving the Service Desk team performance and productivity.
Quality Assurance; identify and analyze trends on agent performance through reports, ticket history, and associated metrics.
Ensure the Service Desk’s tickets have enough technical detail before being routed to Tier 2 groups and that existing tickets are up to date.
Communicate out and report to affected end users regarding service outages.
Directly interface with end users, promptly responding to security concerns and issues involving NIST acceptable use policies.

Confidential, Gaithersburg, Maryland

Service Desk Technician II

Aided clients in connecting via VPN with using their RSA tokens and PIV cards.
Used biometric identification tools and reset PIV cards. Utilized the IBM MAAS 360 application to reset passwords for mobile devices.
Delivered efficient support to end users regarding programs including MS Office, Windows 7 and 10, network connectivity, and virus/spyware issues.

Confidential, Laurel, Maryland

Recruiter

Recruited, vetted, and interviewed IT Professionals, including Project Managers, Web Designers, and Software Engineers. Recruited Mortgage Underwriters especially for Confidential .
Utilized referral networks and internet postings to both find and place clients.
Trained new recruiters regarding company practices and processes, including salary negotiations, the background check process, and reference check process.

Confidential, Bethesda, Maryland

Office Manager

Facilitated the loan acquisition process.
Communicated with lenders in order to initiate the loan modification process.
Developed templates to improve the loan process and drive consistency into the organization and to the downstream financial institutions.

Confidential, Bethesda, Maryland

Systems Analyst

Utilized Active Directory to maintain user base accounts.
Unlocked, reset, and disabled accounts as required. Rolled out Remedy for technical support groups. Set up teleconferencing systems.
Checked and communicated sales data using Telnet to customer sites.
Used SQL commands to find corrupted data. Imaged laptops and configured workstations for network peripheral and TCP/IP access. Established HP & Xerox printers as network printers through DHCP.
Delivered a highly efficient rate of 1st call resolution at a stable 80%
Developed and implemented a tool that increased Same Day Ticket Resolution by 13%

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Service Desk Excellence Functional Lead Resume

Gaithersburg, MarylanD

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