PROFESSIONAL EXPERIENCE

Confidential, MD

Service Desk Agent Tier 2 Obtained a public clearance

• Supervise, manage and motivate a team of service desk agents responsible for providing end user support to Field offices and Census Field agents.
• Develop & Maintain Service Desk agents training documentation, provide formal and continuous training to ensure high quality service response.
• Manage the processing of incoming calls to ensure professional, courteous, timely and effective resolution of issues.
• Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue(s); troubleshoot to determine problems for operating systems, applications, network, or mobile issues.
• Account Management functions in Active Directory
• Support the development of standard operating procedures, Knowledge Base (KB) articles for the use of service desks agents; conduct continuous improvement service desk support and update knowledge base as required.
• Use summary & individual performance metrics to continuously improve service desk performance and achieve/exceed the following SLA’s:
• CRITICAL incidents/problems are responded to within 20 minutes of receipt and resolved or escalated within 4 hours.
• HIGH incident/problems are responded to within 30 minutes of receipt and escalated or resolved within 24 hours
• MEDIUM or LOW incidents/problems are responded to within 2 hours of receipt.
• All information and changes pertaining to the incident/problem are updated in the ticket.
• Pulled crystal reports inside of remedy
• Service requests are processed within one business day.
• Virtual chats are open every day with the NOC and all Regions as well
• Made sure 90% of calls are answered = 30 seconds.
• Manage, track, report, process and assign tickets daily.
• Track and analyze trends and produce reports as required.
• Perform regular quality evaluations of Service Desk Agent incident/service ticket inputs to identify and share good practices, as well as to address in adequate inputs.
• Provide network support, including maintaining connectivity for users, troubleshooting and resolving issues.
• Proactively address needed improvements and maintenance requirements for collaboration technologies in conference rooms.
• Analyze trends, propose solutions and training topics in coordination with other IT staff
• Manage, coordinate, track, report, process and work tickets daily and across shifts
• Attended teleconference meeting will all regions. Which included: Announcements, answer questions IT Specialist have in other region, Action items that need to attended
• Meeting with the system owners to receive training on new software deployed to production
• Tested software and created cases in ALM
• Reported outages and sent an emails to all regions
• Worked as an Service Desk Agent Tier 2 apart of the DSC (Decennial Service Center) for the United States Confidential and assisted with application, software, and hardware support in anticipation of the 2020 US Census.
• Documented, tracked, and resolved all IT related issues using the Remedy ticketing system.
• Provided password, payroll, and user account support to Confidential contract and federal employees.
• Configured and enabled new employee network accounts using active directory.
• Identified, troubleshoot, and documented technical problems of moderate complexity using an internal knowledge base.
• Supported employees with PIV badge resets, remote access through VDI, and iPhone 8 application support.
• Facilitated the opening of two RCC Field Offices (New York/California) and worked as a team lead member to install; reimage both locations laptops and personal computers.

Confidential

Bilingual Help Desk Lead Tier 2

• Diagnose and resolve problems of customer reported incidents
• Installing, configuring, and troubleshooting, customer software and hardware
• Enter all trouble calls into an automated call tracking system (Remedy).
• Ensure that problems are escalated appropriately until a resolution is reached.
• Serves as a liaison to other IT services and Decennial operations
• Maintain a comprehensive knowledgebase of known problems and their resolutions
• Research, evaluate, and provide feedback on problematic trends and patterns
• Develop standard operating procedures (SOP) and accompanying knowledgebase article
• Develop/enhance customer service performance requirements
• Ensure the rigorous application of information security/information assurance policies and practices
• Analyze/recommend/implement systems and processes such as logging, and tracking systems
• Ensure compliance with appropriate service level agreements
• Monitor the mail - in databases, forward mail as appropriate, and enter reported problems into the Remedy tracking system.
• Attend training sessions, workshops and/or conferences as either a participant or a presenter.
• Attend meetings and provide detailed minutes regarding various aspects of new or existing systems, serving as an expert user
• Follow procedures for imaging equipment, assemble equipment and field kits for Decennial test
• Process entrance tickets and follow procedures for creating new accounts
• Process exit tickets and following procedures for exiting staff.
• Process transfer tickets and following procedures for transfer staff.
• Software assistance: Typical software assistance support ranges from setting customer’s personalized configurations, resolving mobile device application issues, answering and researching questions about the software’s features, and solving operational problems such as printing.
• Provided support, limited to the installation and network connectivity for software.
• Network Services: The bulk of requests for network services include adding, modifying and removing customer accounts, changing passwords (including but not limited to network, MacAfee console, VMS, UNIX, and LINUX passwords).
• Customer support in this category also includes connectivity support for over 600 mobile device customers and serving as the coordinating contact to resolve software virus attacks.
• Support program at the Bureau is to provide customers with a single point of contact for all IT support, as well as support for selected other areas.
• Assist customer to connect to VPN cisco any connect
• Assist in the development, updating, testing, implementing and phase out activities of software for systems
• Coordinate and participate in all phases of software development, or modernization with emphasis on the planning, analysis, documentation testing, implementation and phase out activities.
• Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.
• Organize training and/or make arrangements for team member to receive training on the latest and best practices in handling help desk related issues
• Developing web-based training modules using Camtasia
• Create temporary Workaround for occurring issue
• Monitor the ticket and call Queue
• Assist analysts with irate customer and complex calls
• QA analysts remedy tickets (created ticket reviews)
• Review and create tech SOP’s, job aids and KBA’s documentation
• Update DSC Daily updates on SharePoint
• Trained analysts on new software
• Run Reports (Cisco Unified Intelligence Center and Remedy reports)
• Manage, track, report, process and assign tickets daily and across shifts.
• Responsible for opening, tracking and closing tickets.
• Define and classify level, priority and nature of problem, request and/or issue.
• Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
• Actively manage incident tickets and provide status updates on each ticket per SLA.
• Collect information about incidents and problems to evaluate root causes.
• Report information and make recommendations to the Service Desk Manager, Operations Manager and other stakeholders.
• Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
• Troubleshoot to determine problems for operating systems, applications, network, or mobile issues.
• Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.
• Provide system and application diagnoses to remediate issues while engaging other teams as needed.
• Serve as service desk escalation support to customers, systems and application owners.
• Citrix VDI infrastructure and virtual desktops Provide troubleshooting support for MFP’s and printers (including device management & spooling) Develop/review SOP’s
• Provided daily reporting and trending on ticketing
• Create schedule for the team
• Recommended enhancement to improve system performance and efficiency
• Pushed software through SCCM
• Added machines back to the domain
• Approved tickets (software, transfer,exit,entrance,sharedrice)
• Assigned rsa token, unlock, reset pin and emergency token
• Preform mcafee recovery when laptop is encrypted and synchronized mcafee
• Maintained a bridge line when training was going on other regions help technical support
• Proficient using Microsoft Excel (e.g., filtering data, sorting columns, hiding columns, Pivot tables, basic functions like Count, Sum, Average)
• Manually mapped share drives and added sharedrives in ad
• Manually added PEGA roles for customers
• Provide resolution on technical issues related to the ECaSE FOCS application
• Assumed the responsibility of manger in their absence
• Managed over 576 test accounts in AD
• Deleted test accounts once the test was over
• Interviewed potential candidate

Confidential, VA

Help Desk Intern

• Provided helpdesk support to end-users of proprietary software
• Answer questions about product features and resolve use problems
• Document all issues and generate reports detailing common problems and error trends
• Escalated service questions to appropriate client representative
• Exited accounts in AD for student that has withdrawn from the school
• Provide technical support to customers via telephone, email and through tickets
• Analyze and troubleshoot software and hardware issues
• Identify and resolve issues pertaining to network configuration, web hosting and domain registration

Confidential

• Respond to customer service / technical issues related to Confidential proprietary systems, hardware, and software and networking both in written word and orally via telephone.
• Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools to identify products/systems/hardware that are defective and follow guidelines in issuing service or replacements.
• Advise / educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. Open necessary Engineering tickets, track and proactively follow up to resolution.
• Answer questions about installation, operation, configuration and usage of assigned equipment, documents and assigns customer problems for resolution using support ticketing and CRM software.
• Escalate more complex issues with proprietary systems to corporate engineering team (JIRA); escalate more complex hardware equipment issues to manufacturer (HP).
• Received escalated cases from Tier 1 and resolved their cases
• Closed 805 cases in the Herndon Level 2 queue
• Created external ( Confidential . Help website) and internal articles (KB articles)
• Provided customer technical support by collecting trouble tickets, analyzing the issue, carrying out solutions, escalating issue, and tracking to completion
• Audited broken links in the Confidential .help website
• Created case reviews for Tier 1
• Generated LMI reports daily (Proficient Microsoft excel (e.g. Pivot table, basic functions like count, SUM, AVERAGE
• Responded to executive escalations from the school and created a case and resolved the issue
• Trained employees how to generate the LogMeIn report and how to use LMI
• Monitoring the progress of tickets, communicating the status of the ticket to customers, and documenting the communication in the ticket