SUMMARY:

• I have over 10 years providing technical support over the phone and in - person to users and invested stakeholders. My duties over the years have included troubleshooting network, application, and PC related problems. During my career, I have made it a priority to make sure that I can effectively communicate with users, stakeholders, and management in order to provide a more productive work environment.

PROFESSIONAL EXPERIENCE:

Confidential, Warrenton, VA

Technical Support Representative IV, Team Lead

• Provide tier 1 support for various FAA National Aeronautical System (NAS) web-based applications and services such as account maintenance and front-end application training
• Front-end subject matter expert (SME) for FAA special activity applications and websites
• Providing technical support via phone for browser and application related problems while also performing user application training as needed
• Perform initial analysis of user incident reports and assist with corrective action
• Monitor and respond to critical service alerts generated by Nagios, our network monitoring tool
• Manage NAS Aeronautical Information Management Enterprise Services (NAIMES) intranet workstations located on-site and remotely at various FAA centers across the US along with the US NOTAM Office.
• Tasks include: McAfee security updates, user certificate management, new account creation and Windows and Office Suite troubleshooting
• Remotely managing accounts on an Active Directory server
• Track, monitor, and update incident reports using the Jira Service Desk ticketing system
• Generate the system metrics and ticket trends which are provided in our monthly performance meeting review
• Perform administrative duties within Jira Service Desk. Tasks include new account creation, new project creation, field and component management, workflow scheme management, group permission management
• Perform designated tier 2 tasks such as building airspace shapes using a standardized SQL script and performing special activity airspace analyses
• Facilitate all communication channels among stakeholders when troubleshooting issues or communicating service interruption status updates
• Backfill duties of the operations manager in his absence by performing tasks such as providing operational status updates, managing staff schedule, providing daily shift change updates, and being on-call support in the event of an unexpected service interruption

Confidential, Sterling, VA

Field Service Technician

• Transfer data set files (Hospital Drug Library) to an Alaris Point of Care Unit using the proprietary Alaris System Maintenance Software
• Perform the check in testing of the Alaris System PC Unit and Modules
• Perform electrical safety tests on the Alaris PC Units

Confidential, Rockville, MD

Technical Support Representative

• Escalate issues that require collaboration with resources from development, system engineering, database management, and other tier 2 support teams
• Use internal tools for gathering data, examples, and logs to escalate issues to product management teams and developers
• Provide resolution to inquiries from pharmacies and providers relating to Surescripts
• Serve as a liaison between Confidential and customers in response to general inquiries and support problems
• Assist with resolving and/or dispatching support tickets
• Data analysis and related ad hoc projects aimed at improving the Confidential customer experience

Confidential, Bethesda, MD

Technical Support Representative

• Diagnose and troubleshoot user reported PC issues
• Perform Windows operating system installs, RAM installation, hard drive upgrades/swaps, motherboard replacements, and other smaller PC component repairs/replacements
• Perform virus removal and data backups
• Provide excellent customer service to ensure all issues and requests have been resolved in accordance with customer expectations
• Perform weekly testing in order to stay up to date with all software and hardware being sold and or serviced

Confidential, College Park, MD

Help Desk Specialist

• Process helpdesk request tickets in accordance with government mandated service level agreements
• Implement and test proprietary software and hardware for the Archives II network
• Produce a bi-weekly report on project updates and concerns/issues to project managers
• Troubleshoot basic PC hardware and software related issues for users
• Perform software patch updates and system upgrade