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Help Desk Tier 2/3 Resume

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Bethesda, MD

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SUMMARY:

  • Highly motivated professional with ten years of customer service experience, in a variety of fields.
  • Driven to provide excellent full service customer interactions. Strives to build working relationships with customers, peers and leadership.
  • Ability to successfully create a variety of documentation such as Standard Operating Procedures, plans and templates to facilitate the efficiency and timeliness of all functions associated with day to day operations.
  • Hands on experience with using and maintaining personal desktops since childhood.
  • Proven relationship management and leadership skills, fostering collaboration with team leaders and effective, focused interactions with team members, customers, users, vendors, and management.
  • Facilitates creation of teams of knowledgeable, team - oriented, full service representatives.
  • Reputation for tackling details and taking initiative, excellent expertise with delicate customer service situations.
  • Configuring and troubleshooting end user accounts.

TECHNICAL SKILLS:

Software: Windows 7 MS Office 2010 Cicso Anyconnect McAfee Anti-Virus Microsoft Office Suite VMware Juniper LanDESK Remedy RDP Essentris Adobe Citrix AHLTA CHCS

PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, MD

Help Desk Tier 2/3

Responsibilities:

  • Creating customer accounts and managing permissions of Medical and Support Staff in Active Directory/EMR (Electronic Medical Records)
  • Entitlement Manager for DOD Enterprise Exchange server (Mail.mil)
  • Manage the assignment and distribution of tickets within the organization’s ticketing system.
  • Maintaining, issuing, tracking inventory in the CMDB and configuring laptops for users
  • Support users directly and remotely
  • Support thin/0 client in VMware; diagnose, support and correct issues with sessions and profiles and assisting new and existing coworkers
  • Creating and maintaining Go-By and SOP documents for business and technical processes
  • Creating and maintaining formal instructions and custom brief Go-Bys for users.
  • Troubleshooting issues with account accesses and application errors
  • Creation of manual for administrators documenting processes and procedures for the creation of accounts and appropriate application of permissions and assists in of incumbent technicians
  • Assist Users:
  • Demonstrating how to setup Outlook for Users
  • Troubleshooting CAC/Computer access issues
  • Submitting incident/request tickets to correct departments in LANdesk
  • Mapping to Network Printers
  • Transferring On-call Pagers

Confidential, Bethesda, MD

Clinical System Support

Responsibilities:

  • Creating customer accounts and managing permissions of Medical Staff in Medical System applications
  • Troubleshooting issues with account accesses and application errors in Medical Systems applications
  • Creation of manual for administrators documenting processes and procedures for the creation of accounts and appropriate application of permissions and assists in of incumbent technicians
  • Assist Helpdesk Users:
  • Demonstrating how to setup Outlook for Users
  • Troubleshooting CAC/Computer access issues
  • Submitting incident/request tickets to correct departments in LANDESK
  • Mapping to Network Printers
  • Transferring On-call Pagers
  • Performed GP updates and Reimage laptops
  • Managing Accounts in ActiveRoles Server

Confidential, Alexandria, VA

Applied Behavioral Analysis Therapist

Responsibilities:

  • Used Positive Reinforcement techniques to shape children's behaviors and skill sets
  • Utilized Confidential application to record treatment data
  • Created stimuli and forms for data recording, client information for use with clients and by team members
  • Conducted weekly meetings with therapist teams
  • Facilitated communication of needs and goals between Case Supervisors and client families
  • Trained New Employees on Therapeutic Techniques, and Documentation procedures
  • Obtained Registered Behavior Technician Credentialing from BACB

Confidential, Fairfax, VA

School Aged Child Care Teacher

Responsibilities:

  • Established and maintained relationships with coworkers, families and the community
  • Organized and maintained children’s records.
  • Created visual presentations to communicate information and al lessons to families, i.e. message boards and syllabus related facts
  • Collaborated with team members to create procedural plans for children with a range of unique situations.

Confidential, Fairfax, VA

School Aged Child Care Substitute Teacher

Responsibilities:

  • Substituted teacher for centers that were without enough staff
  • Supervised children during activities

Confidential, Fairfax, VA

School Aged Child Care Teacher

Responsibilities:

  • Created stimulating and enriching activities for children between the ages of 2 and 12 years old
  • Used positive reinforcement to influence children’s behaviors, along with one on one discussions, and conferences with parents

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