TIER II Service Desk Specialist Resume

SUMMARY:

Talented IT professional with excellent, analytical, time management, problem solving, and project management skills. Can easily identify, resolve, and communicate technical issues and concerns. Works well independently, or in a group setting, providing all facets of computer support. Proven ability to manage and organize resources while maintaining the quality of results/customer satisfaction

PROFESSIONAL EXPERIENCE:

TIER II Service Desk Specialist

Confidential

Responsibilities:

Run Daily Report on Incidents/Problem tickets and SLA status and submit to upper management/federal partners.
Complete daily QA check for Tier II technician queues to ensure ticket has been updated accordingly.
Prioritize and assign daily work based on Quality of Service, SLA, and priority tasking.
Assign tickets to appropriate queues. Notify site technicians of any priority or mission - critical problems or tickets and Route tickets to appropriate member of the site queue team.
Coordinate install, change, and move requests with agency IT POCs and schedule with technicians.
Assign tickets which are out of scope to Service Desk to other teams,
Check tickets for incomplete items, such as missing asset tag, user location, contact information or inadequate documentation. Complete required ticket updates and work documentation.
Document resolution activities in tickets including tasks such as end-user communications, interactions with end-user, and ticket closure.
Initiate lost/stolen reports of GFE equipment submitted to EITS.
Perform as Inventory Control, ensuring assets including laptops, desktops, and RSA tokens are assigned to appropriate users and organizations.

Program Support Specialist/ PROJECT COORDINATOR

Confidential

Responsibilities:

Performed account creation, deletion, and modification of user accounts via Active Directory and Office 365.
Performed integration of all agency user account management processes, consolidate processes where applicable.
Monitored the effectiveness of various teams and user account management processes, and make recommendations for improvement, working directly with the Project Manager.
Developed and maintained process workflows and procedures per project requirements.
Created standard operational procedures for new account management procedures and ensure relevancy for existing operational procedures.
Developed and maintained productive working relationships with Agency Management, Agency IT support and other project stakeholders.
Cooperated with the project manager in various activities such as resource allocation, executive status reports and meetings with upper management.
Served as a single point of contact for, maintained action items and statuses and communicated regularly with appropriate stakeholders.
Participated in weekly internal meetings, including stand up. Facilitated communications, and ensure coordination among project team members.
Tracked and analyzed project performance and reported to management for changes to scope.

Mobile Device Management SPECIALIST

Confidential

Responsibilities:

Responsible for tracking and issuing GFE equipment to end users.
Managed device inventory inclusive of inventory management, recycling of used devices and disposal preparation.
Provisioning of devices for new hires and existing employees.
Installed and enrolled Air Watch on GFE issued iPhones, iPads, and Android phones.
Provided training to users on proper usage and configuration of their mobile devices.
Troubleshoot hardware/application services on iOS and Android devices.

JR SYS. ADMINISTRATOR

Confidential

Responsibilities:

Created and administered AD user accounts and assigned appropriate permissions.
Assisted with migrating user mailboxes from Exchange 2010 to Office 365.
Performed data backups, recovery, and transfers.
Deployed software updates and security patches to systems via SCCM.
Performed PC refresh and migration from Windows XP to Windows 7.
Perform machine recoveries to allow users to gain access to the computer at the pre-boot authentication screen.
Create user accounts in mobile device management console, Blackberry UEM and configure mobile devices for software.
Install S/MIME certificates on mobile devices to allow users to send/receive encrypted email messages.
Worked with vendors to isolate and resolve hardware problems to include component replacement.
Developed training documentation and SOP for systems administrators.

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