Technical Support Representative IV, Team Lead Resume Warrenton, VA - Hire IT People

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

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Technical Support Representative Iv, Team Lead Resume

Warrenton, VA

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