PKI Help Desk Analyst Resume Fairfax, VA - Hire IT People

TECHNICAL SKILLS:

Windows 10, 7, Vista, XP, 2000, NT, 98; Microsoft Office; Netscape 7.x series browser, Netscape Navigator browser, Mozilla Firefox browser, Google Chrome browser, Internet Explorer browser; Macs; ActivClient software, ActivIdentity SmartCards and USB Tokens; Adobe.

PROFESSIONAL EXPERIENCE:

Confidential, Fairfax, VA

PKI Help Desk Analyst

Answered calls, emails, and voicemails, pertaining to ORC ECA, and ACES PKI Certificate problems. Handled an average of 20 help desk issues daily. Provided on - the-spot or call-back assistance based on experience, reference materials and referral to in-house expertise. Guided users with the certificate request process, with the install/backup process of ORC PKI certificates, and with the configuration of browsers to utilize PKI certificates on PKI-enabled websites. Guided users with the installation of ECA and ACES identity and encryption certificates for use with Microsoft Outlook and Mozilla Thunderbird and MacMail. Advised DoD website administrators on configuring servers to accept ORC ECA identity certificates. Assisted with the install and configuration of ActivIdentity ActivClient software on subscribers’ laptops, in order to utilize hardware-based certificates.

Confidential, Fairfax, VA

Help Desk Analyst

Provided technical support to users of the Confidential online application system and other in-house developed applications. Handled and responded to applicant technical support requests daily, sent primarily via email. Assisted admissions office staff from various universities with questions and problems in the Confidential Web Center. Guided admissions office staff in basic installation of Confidential Information Manager (AIM) software. Used Microsoft Access to perform queries pertaining to online application forms and online recommendation forms. Assisted the Implementation Department in editing online application forms and online prospect forms through the Web Center, using HTML.

Confidential, Herndon, VA

2nd Level Technical Analyst

Provided 2nd level support for dot com Services and Registration Services call centers and customers. Performed troubleshooting on DNS problems, including mail servers, name servers, as well as problems in publishing and designing web sites. Researched issues within the Domain Registration procedure, to ensure that customers' needs are met. Communicated with customers and Internet Service Providers (ISP) via telephone and e-mail in a high-pressure environment using multiple operating systems and programs, while giving quality customer service. Researched customers' issues to establish a plan of action in dealing with various domain, host, and contact modifications. Managed customer problems using the Siebel tracking system to ensure a prompt response to requests. Used UNIX to track ticket requests through e-mail and templates. Performed research for domain names in whois, niced, creg, and domreg.

Confidential, Arlington, VA

Finance and Operations Officer

Managed payment of accounts, consultant expense records, and monthly voucher reports with MS Excel. Successfully completed final report on the Management Training and Economics Education Project (MTEEP) for Central and Eastern Europe, utilizing MS Word and Corel WordPerfect. Prepared and updated training partnership information tables with MS Excel. Performed basic computer troubleshooting.

Confidential,Washington, DC

Bilingual Administrative Assistant

Prepared and updated financial information tables with MS Excel. Created and edited presentation slides for Board Meetings and conferences with MS PowerPoint. Translated and formatted reports prepared with MS Word. Assisted senior office staff with troubleshooting of laser printers, copiers, fax machines, and other office equipment.

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Pki Help Desk Analyst Resume

Fairfax, VA

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