SUMMARY:

Skilled Help Desk Technician with experience providing technical support of Microsoft Office Suite, Windows XP/7/ 8. Experience installing, diagnosing, troubleshooting and resolving client issues with hardware maintenance, application support, installations and upgrades. An articulate, flexible and personable communicator with excellent skills in client and vendor relations.

SKILLS:

Patch/Security Management - Active Directory - SnagIt - Windows XP/Vista/7/ 8/10- MS Office 2007/2010 - Google Chrome - IE - Firefox - Bomgar - LogMe In Remote - AnyMeeting-Vendor Management - Adobe Acrobat Professional - Kentico CMS - Network Cabling

WORK EXPERIENCE:

Service Desk Analyst

Confidential

Responsibilities:

• Daily responsibilities include logging, tracking and resolving an average of 25 to 30 customer interactions per day for various teams.
• Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment, and providing assistance to other members of the team.
• Microsoft Outlook
• Microsoft Word
• Desksite (a DMS, Document Management System, used to save / search / retrieve / share documents across the network)
• PA devices and mobile phone set up
• Active directory password reset
• RSA account creation, unlock and reset

Help Desk Analyst

Confidential

Responsibilities:

• Serve as second level support for a CMS project, answering phone or email support requests
• Perform troubleshooting and analysis according to established procedures/scripts maintained in knowledge d Confidential base
• Route/refer trouble tickets to other help desks or CMS resources and provide status updates to clients
• Attend various meetings with business owners, developers, and programmers regarding pertinent issues affecting clients
• Perform extensive research into client issues resulting in clear and concise resolutions
• Develop, review, and update process and documentation on an ongoing basis
• Adhere to all appropriate CMMI standards that affect the position

Service Desk Analyst

Confidential

Responsibilities:

• As a Service Desk Analyst I am responsible for providing support for all Client systems and software utilized by the organization.
• Support is provided to internal Associates and Contractors, as well as Members, Providers, Employer Groups, and Brokers accessing their web based Portal.
• This position is primarily responsible for supporting external callers and for access issues to the Client Portals.
• Technical Support is for popular browsers (Internet Explorer, FireFox, Chrome, etc.) in support of the Portal based technology with some e-Commerce functionality, support is also required for PCs, Mainframe, Facets, Citrix, Active Directory, Remote user's, general network connectivity infrastructure issues, Internet Technologies and Internet Service Providers.

Help Desk Analyst

Confidential

Responsibilities:

• Provide application support to various government agencies’ eOPF website using SDE ticketing system.
• Assisting with password resets and account set-up.
• Provide quality customer service to government officials
• Triage emails and telephone calls and assign them to the correct tier level support.
• Preform level one system testing when the eOPF website is not running properly.

Tier 1 Help Desk Support Analyst

Confidential

Responsibilities:

• Triage calls and direct user issues to the correct department using REMEDY.
• Assisted with relocation project, which included setting up the user’s computers and telephones.
• Troubleshoot any hardware or software issue that may arise involving the move of one office location to the next.

Tier Two Helpdesk Customer Service Representative

Confidential

Responsibilities:

• Provide customer service on multiple health insurance exchange applications and systems in the production, implementation, deployment and maintenance phases.
• Respond to issues escalated from Tier One CSRs
• Research and resolve inquiries in a professional, timely, and accurate manner Escalate Tier Three inquiries and issues, based on document processes, policies, and procedures, to the appropriate help desk Document all inquiry activities in the Remedy ticketing system Provide responses to inquiries by telephone or in writing
• Follow up on all Tier Three escalated inquiries Complete feedback loop with appropriate Tier One CSRs
• Thoroughly understand ISO and Customer regulations and expectations
• Actively participate in operational and ongoing
• Mentor, assist and train Tier One Customer Service Representatives

Help Desk Support

Confidential, Alexandria, VA

Responsibilities:

• Logged and Tracked calls received using a Windows XP and/or 7 desktop systems running a web - based ticketing system.
• Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.
• Troubleshoot and resolve hardware, software and communications issues by interacting with hardware vendors, application developers, and remote facility infrastructure teams.
• Troubleshoot Confidential systems such as RAPIDS and DBIDS
• Troubleshoot network issues on Confidential machines
• Provided Call Center Operations Tier 1 and Tier 2 desktop and phone supports.
• Used Remedy for call tracking, AVAYA ACD for call routing and Bomgar for remote control
• Provided exceptional customer service for Help desk support on MS office 2007 & 2010 including MS office for Mac (iWorks).
• Responsible for all troubleshoot involving XP and Mac environment
• Utilized VMware
• Provided Configuration, installation, product suite support and troubleshoot for hardware, Printer, Operating System (Windows XP, Vista, & 7) and software (applications) Setup Veteran accounts on the eBenefits, TriCare, and milConnect websites
• Assisted Verifying Officials and Site Security Managers with adding armed force members and veterans in the DEERS d Confidential base

Technologies: eBenefits, TriCare, milConnect, DEERS, RAPIDS, DBIDS

Technical Support

Confidential, Accokeek, MD

Responsibilities:

• Design, Manage and Support Confidential CMS websites
• Provide technical Support for Client SharePoint Foundation 2010 websites
• Manage Help Desk ticketing queue.