Scanning Specialist Resume

SUMMARY:

Over 2 years of Help Desk Tier 1 experience
Over five years of experience in records conversion to electronic media
Over 2 years of software testing experience
Outstanding communication and organization skills
Expertise in all aspects of retail management, large production projects, and records maintenance

PROFESSIONAL EXPERIENCE:

Confidential

Scanning Specialist

Receive and log all CFPB documents received through the Confidential Secure Mailbox
Prepare, scan assorted size documents and classify CFPB documents
Prepare electronic documents for upload to the Data Records Management System
Verify and validate the uploaded documents
Prepare Quality Assurance report
Maintain secure storage of the CFPB documents
Prepare transfer reports and prepare documents for transfer, and coordinate transfer of documents back to CFPB

Confidential

Help Desk Analyst

Receive, document, and prioritize issue tickets and provide first level support for a web base application.
Answer queries about application functionality.
Assist users with log in issues and processing requests to add new users to the system.
Support, via phone and email all application users (support hours are 8 a.m. to 5 p.m., Monday - Friday ET, excluding weekends).
Capture requests after hours via voicemail, create issue tickets, and communicate with users on the status of their requests.
Conduct initial analysis and troubleshooting.
Escalate issues to appropriate stakeholders/technical support for resolution (Tier 2)
Record and track all calls and emails.
Receive and document bug reports.
Maintain a status of requests.
Produce weekly Help Desk activity reports.
Monitor problems until closed, including resolution.
Notify users if an event will have an impact on business operations; for example, application maintenance window activities, application login changes, emergency downtime required during business hours, software changes resulting from upgrades or new versions.
Provision new users to Ephesoft (Scanning Application) as an Admin tier 1 task.
Monitor batch activities in Batch Instance Management in Ephesoft and trouble shoot batch issues when needed.

Confidential

Help Desk Analyst

Triage and manage ticket prioritization daily
Respond to queries, isolate problems, to determine and implement solutions.
Initial troubleshooting of issues
Respond to queries either via email or over the phone.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about application usage.
Run reports to determine malfunctions that continue to occur.
Support, via phone and email all application users (support hours are 8 a.m. to 6 p.m., Monday-Friday ET, excluding weekends).

Confidential

Tech Support Specialist

Work in Network Operations Center to analyze reported issues, generate trouble tickets, and route tickets to appropriate technical staff members for resolution
Provide initial fault assessment, isolation, and resolution in support of the AFSS program
Provide customer and technical support to FAA and Lockheed Martin Specialist.
Monitor networks via NAGIOS
Write outage reports and communicate with supervisors as well as FAA Specialist
Communicate with FAA regarding outages and resolutions
Manage Active Directory of Lockheed Martin Employees
Perform diagnostic testing, troubleshooting, and analysis of all system components based on documented procedures

TECHNICAL SKILLS

Operating Systems: Windows 7 and Windows 10

Languages: English and Vietnamese