PROFILE SUMMARY:
World class IT professional that possess excellent customer service skills. Knowledgeable in configuration of desktop support, installing and performing minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Ability to learn and comprehend new systems and methods quickly. Ability to work well independently and as a member of a team. Committed to excellent customer service and customer satisfaction. Answer telephone calls to assist computer user encouraging problems. Diplomatic and assertive in dealing with people.
AREAS OF EXPERTISE:
Active Directory - Windows Server 2012- Ports, Protocols, and TCP/IP- Sharepoint 2012- Windows XP/Vista/7- Ms Office 2007/2010/2013- IE 8/9/10- Google Chrome- Firefox- Safari- IOS 7/8- Win 7 migration- Social engineering- Office 365- Cabling- DHCP- Smart Card Authentication
EXPERIENCE:
Confidential
Tier 2 Desktop support technician
Responsibilities:
- Manage staff, including motivation, hiring, reviews, needs and overall performance and report on key service - level metrics and strive for continuous improvement
- Ensure IT compliance meeting security and other government regulatory standards and practices
- Effective presentation skills and ability to convey complex processes clearly and concisely
- Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives
- Promote a professional environment at all times and provide a point of escalation of staff, customers and internal teams with the area of accountability
- Install and configure software products across installed hardware platforms
- Troubleshoot product and environment issues
- Manage trouble tickets
- Provide VIP Level Support
- Establish close working relationships with the other departments and service providers and develop proactive business partnerships with service recipients
- Provide an out-of-hours escalation path for technicians and customers outside of normal office hours and organize backups for colleagues who are unable to fulfil their duties in an out-of-hours environment
- Manage SLAs and KPIs based support processes
- Manage communication with stakeholders regarding service provision and outages
- Manage a team of individuals and will include performance, conflict, change, and budget management
Confidential
Tier 1 Support, Washington, DC
Responsibilities:
- Install software, modify and repair hardware and resolve technical issues
- Provide base level IT support to 700 end users
- Display courtesy and strong interpersonal skills with all customer interactions
- Develop quick guides to assist end - users with challenging software application features
- Manage windows workstations including desktops, laptops, and tablets
- Ensure that remedy and spice works tickets are resolved or escalated
- Active directory- Account creation, Password resets, Group Policies.
- Develop client SharePoint Foundation 2010 sites and provide support as needed
Confidential
Medical Support Assistant/Volunteer
Responsibilities:
- Maintains standardized office procedures that provide clear and accurate guidance for the completion of both administrative and clinical tasks
- Receives incoming calls, answers and directs questions and issues accordingly
- Demonstrates an awareness and sensitivity towards family and Confidential t rights
- Serves as back up for Clinical Representative
- Greet and direct Confidential ts for appointments, tests and consults performing effective customer relation skills
Confidential, Washington, DC
Administrative Clerk
Responsibilities:
- On a daily basis I am responsible for Dialysis clinic
- Greet and direct Confidential ts for appointments, tests and consults performing effective customer relation skills
- Utilize DHCP to complete encounters, schedule and cancel Confidential t appointments ensuring accuracy
- Prepares Confidential ts charts for triage
- Receives incoming calls, answered and directed questions and issues accordingly
