PROFESSIONAL EXPERIENCE:

Confidential

• Provide support for the Head Start Enterprise System (HSES) to include Enrollment, Grant Application, Centers and Facilities, (PIR) Public Information Report; HSPrograms,
• Receive and respond to customer requests for technical assistance via phone and electronically;
• Identify and escalate customer issues requiring urgent attention;
• Advise and assist users on appropriate actions within the HSES system;
• Analyze and research questions raised by customers;
• Create and maintain user account requests;
• Review, follow up and assist in resolving helpdesk tickets received from HSES users;
• Provide data extract reports (PIR) to the public in accordance with the Freedom of Information Act;
• Assist with testing application enhancements and new system features; and
• Take lead in providing support and training to other helpdesk agents in assisting with customer issues.

Confidential, Alexandria VA

HP Enterprise DMDC and DOD tier 1 Help Desk Analyst

• Provided remote administrated desktop and software support using Remote Desktop on DOD workstations.
• Provided logon support of various DOD and other secure government sites.
• Provided training and support to customers of hardware, applications, and web base applications.
• Provided support of CAC in a PKI environment.
• Verified security and reset of passwords for DOD network infrastructure.
• Logged and tracked calls received using a Windows XP and/or 7 desktop systems running a web - based ticketing system.
• Researched and resolved caller inquiries by using established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.
• Troubleshot and resolved hardware, software, and communications issues by interacting with hardware vendors, application developers, and remote facility infrastructure teams.
• Troubleshot DoD systems such as RAPIDS and DBIDS.
• Provided exceptional customer service for Help desk support on MS office 2007 and 2010 including MS office for Mac (iWorks).
• Provided configuration, installation, product suite support and troubleshooting for hardware, Printer Operating System (Windows XP, Vista, & 7 and Mac OS X) and software (applications).
• Assisted Verifying Officials and Site Security Managers with adding armed force members and veterans in the DEERS database.

Confidential, Alexandria, VA

Customer Support Analyst Tier One

• Performed internet research on a broad range of subjects.
• Provided end user support and basic training for SharePoint 2010 Foundation.
• Performed basic telesales and schedule appointments.
• Assisted with the design, migration, and updates of Kentico websites.
• Supported Microsoft Office 365 Migration, Archiving, eDiscovery, Compliance, and Data Loss Prevention.

Confidential, Arlington,VA

Help Desk Analyst

• Responsible for the maintenance, repair, and installation of personal computer and network hardware and software.
• Reviewed, maintained, and performed upgrades to existing personal computer systems.
• Troubleshot problems and determined solutions. Duties included system administration, user account creation, backup/restoring data, and providing specialized support to system users.
• Troubleshot by responding to user reports about service interruptions, analyzing network logs to locate the source of a problem, and applying an appropriate solution.
• Applied solutions by restoring broken or intermittent connections, adjusting software configurations, installing patches, and rebooting the entire system.
• Monitored daily server traffic and system usage; maintained user accounts and access privileges; maintained network logs; updated network, application, and security software; performed scheduled backups; performed scheduled tests; assisted with the realization of special projects; wrote user documentation; trained new users.
• Installed, troubleshot, and configured Windows 7 Client, Microsoft Office Suite, applications and various internet browsers.
• Investigated hardware and software problems and perform minor system hardware and communication connection repairs.
• Determined user specifications for hardware and software and purchased hardware and software to meet the user’s needs.
• Assisted with managing and maintaining hardware and software inventories.
• Assisted with patch management of desktop operating systems.
• Developed client SharePoint sites and provided support as needed.

Confidential, Rockville, MD

IT Technician/Software Support

• Responsible for the maintenance, repair, and installation of personal computer and network hardware and software.
• Reviewed, maintained, and performed upgrades to existing personal computer systems.
• Troubleshot problems and determined solutions. Duties included system administration, user account creation, backup/restoring data, and providing specialized support to system users.
• Troubleshot by responding to user reports about service interruptions, analyzing network logs to locate the source of a problem, and applying an appropriate solution.
• Applied solutions by restoring broken or intermittent connections, adjusting software configurations, installing patches, and rebooting the entire system.
• Monitored daily server traffic and system usage; maintained user accounts and access privileges; maintained network logs; updated network, application and security software; performed scheduled backups; performed scheduled tests; assisted with the realization of special projects; wrote user documentation; trained new users.
• Installed, troubleshot, and configured Windows 7 Client, Microsoft Office Suite, applications and various internet browsers.
• Investigated hardware and software problems and performed minor system hardware and communication connection repairs.
• Experience using the performance testing emulation tool HP LoadRunner to simulate an operational transaction load in performance testing scenarios.
• Determined user specifications for hardware and software and purchased hardware and software to meet the user’s needs.
• Assisted with managing and maintaining hardware and software inventories.
• Assisted with patch management of desktop operating systems.
• Developed client SharePoint sites and provided support as needed.

TECHNICAL SKILLS

Microsoft Office Suite (Word, Outlook and Excel), Windows 2007/2010, Adobe Acrobat Professional, FootPrints, Windows XP/Vista/7, MS Office 2007/2010, IE 7 and IE 8, Google Chrome, Firefox, Active Directory; Go-to-Meeting, Blackberry/Android/IPhone/IPad Support, Remedy, FootPrints, Cisco, Zimbra