Administrator of Operations & Systems Support Resume Washington D.C. - Hire IT People

SUMMARY:

Experienced IT professional with a passion for providing others with a prodigious skillset. Extensive Developer experience. Looking to attain a position as an Developer with a company that encourages the use of computer and analytical skills to serve and protect the organization.

TECHNICAL SKILLS:

Basic: Microsoft Office, Active Directory, Servers, Windows installs

Database Management: Microsoft SQL Server, MySQL, DBMS

Management/Development: Remedy Zendesk Ticketing, Object Oriented Programming (OOP), Microsoft Visio, Windows/iOS

Information Security: Wireshark, Firewalls, Risk assessments, Splunk

Key Skills: Technical Troubleshooting, Software Installs, Modify AD accounts System/Network Administration, Patches & updates

PROFESSIONAL EXPERIENCE

Confidential, Washington D.C.

Administrator of Operations & Systems Support

Monitored and triaged all Helpdesk inquires pertaining to the spectrum of PCORI’s extramural funding business process.
Served as the Helpdesk technical lead by maintaining a proficient understanding of its capabilities and functionality
Responded to and resolved all internal and external inquiries (Zendesk tickets),
Supported the development of informatics and appropriate metrics showing system performance, maintenance, and operations; supported testing initiatives and continuous integration and improvement strategies in coordination with IT services. Supported and authenticated user accounts in collaboration with IT across the organization
Maintained close coordination with Merit Review, Contract Management, and Science/Engagement program teams to ensure a complete and accurate information exchange regarding the timelines and activities needed to support the end - to-end life cycle of PCORI’s extramural funding awards business process
Collected and presented Helpdesk customer survey feedback and usage reports on a weekly basis to PSIM, Science, and other internal Departments as requested
Managed the year-round Helpdesk Call Center, including occasional weekends and holidays
Reviewed changes to Funding Center, PFAs, and Application Guidelines prior to posting
Offered advanced customer service solutions based on Helpdesk data
Supported customer service advancement across the organization
Created ad hoc reports for the Executive Director, CSO Office, Engagement and Communications as requested
Analyzed and presents applicant and reviewer feedback through surveys and common Helpdesk questions for process improvement purposes
Updated Standard Operating Procedures for the Helpdesk operations
Created ad-hoc reports as needed and turn data into compelling visual presentations
Conducted Zendesk training and provides support to PSIM staff as needed

Confidential, Woodbridge, VA

Technical Lead Specialist

Technical Lead Specialist Service and repair Confidential iPhones
Flexibility to regularly rotate through different technical specialties and skill sets
Ability to thrive on change as products evolve
Performed basic troubleshooting procedures on iOS devices
Advanced troubleshooting computer hardware and software installation.
Demonstrated exceptional, consistent and comprehensive knowledge of Confidential technology and applications
Installed software and resolved technical issues for 40 customers or more daily.

Confidential, McLean, VA

It Support Specialist/System Administrator

Familiar with the ticketing system used for user issues (used Service Now)
Configuration of VOIP phone
Day to day task required usage of Active Directory/ GPO
Experienced in configuration and troubleshooting of Avaya phones
Performed repairs on workstations, laptops, servers, printers, and networking equipment.
Troubleshoot, Re-Image, Wipe, & Fix Computers
Extensive experience setting up, installing, and repairing desktops, laptops, printers, and modems.
Configured and maintained various operating systems including Windows Server 2003, 2008, 7, Linux, UNIX, Solaris, and Mac OS X.

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Administrator Of Operations & Systems Support Resume

Washington D, C

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