SUMMARY:

• Helpdesk experience on numerous projects with strong technical and troubleshooting skills. Demonstrated ability to manage multiple projects and adapt to new environments while maintaining a productive schedule. Exceptional customer service skills, reliable, dependable, and dedicated demonstrating a strong ethic.
• Skilled in planning and executing special projects during time - critical assignments
• Manage expectations, timelines and deliverables and thrive in a fast-paced environment
• Effective data management, organizational and time management skills
• Excellent listening, verbal and written communication skills
• Self-motivated; able to set effective priorities to achieve immediate and long-term goals and meet operational deadlines
• Confident decision maker, customer service oriented, strong team player with the ability to lead a team and work in a team environment
• Knowledge of Windows XP, Microsoft Office Suite (Word, Excel, Access, PowerPoint, Outlook, Cisco VPN, Remedy), email and the Internet

PROFESSIONAL EXPERIENCE:

MDM Wireless Specialist / Help Desk Analyst

Confidential, Washington D.C

• Configures and manages network resources to ensure access to desktop devices as well as other devices, including smartphones and tablets.
• Assist documenting the enterprise mobile device environment and develops related documents as needed.
• Provides recommendations for technology infusion and mobile device management technology upgrades.
• Assisted with adding users, conducting necessary modifications, system access, permission changes, password resets.
• Resolve issues resulting from support tickets, calls received, email requests as well as verbal requests to resolve issues. I identified researched and resolved technical problems. Document, track and monitor problems to ensure a timely resolution.
• Implements new technologies to maintain and improve the existing mobile device infrastructure.
• Applies configuration management settings and operations management technologies towards mobile platform.
• Provide helpdesk support for web-based application for the internal, satellite offices and outside agencies.
• Assist users to start using new services by answering questions as they relate to mobile device functionality
• Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
• Provided Exchange Server Administration added mailboxes/users and groups, configuring emails in Outlook on workstations, as well as, setting up and configuring shares for emails, calendars, etc.
• Create, respond, resolve and escalate Remedy tickets as necessary to the proper support groups. Each ticket must have troubleshooting documentation that explains the problem, the troubleshooting steps taken on the problem and the status or resolution to the problem to ensure customer satisfaction and quality assurance
• Maintain records and reports of support within the ticketing system (Remedy, MaaS360)
• Assist to develop information management strategies to assure effective business strategy, problem solving/analysis and customer support.
• Assist senior engineers as they create, modify, and test products and processes

IT Consultant / Wireless & Desk top support

Confidential, Arlington, Virginia

• Ensure that all records are accurate and updated within Confidential ITMS web portal
• Support OIT technology refresh to ensure that all wireless devices, laptops and software is up to date.
• Liaise with Confidential PM, Confidential customers and service providers to ensure all documents supplied are correct and shipment is processed on time to meet the customer requirements.
• Responsible for managing and accounting for personal property assets and disposing of equipment and cancellation of services upon request.
• Track and maintain the wireless database which includes contract orders, carrier disconnect orders And equipment inventory.
• Provide weekly/monthly Asset reports and prepare reports for quarterly audits.
• Responsible for detailing data communication transactions, reported issues and actions taken to Identify areas to streamline and improve performance, policies and programs.
• Met with IT to discuss upgrades, applications, patches and equipment to improve the network and made recommendations on these issues.
• Types in final form from rough draft a variety of material such as correspondence, narrative and tabular reports, memoranda and forms.
• Provide support for the Wireless Refresh project and resolved issues related to 802.11 Broadband, and mobile computing devices, and ensuring devices are configured to work within the Confidential Network infrastructure.
• Install operating system and configure iPads and iPhones for end users using the Good Enterprise application and Confidential application for secure tunneling connection to Confidential intranet.
• Manage quality control by ensuring that all shipped orders are in working condition.
• Inspect equipment order sheets to validate and confirm delivery to the assign users.
• Developed weekly and monthly status reports highlighting team's achievements, listed objectives for the coming reporting period, any issues or risks, milestones and deliverables achieved.
• Responsible for maintaining contract close out documentation, mapping contract line items numbers (CLIN) to invoiced service and ensure that project artifacts are submitted and processed on time.

Customer Support / Call Center Representative

Confidential, Landover, Maryland

• Responded to a large volume of telephone and email inquiries from the government agency.
• Provided timely and accurate responses to the traveling public both by telephone and emails according to Confidential procedures.
• Corresponded with the airport management staff and assisted with customer email and telephone complaints.
• Documented all customers inquiries, comments and complaints into the database for tracking purposes.
• Provided accurate referrals to other Confidential agencies such as US Customs and Boarder and US Immigration for entry requirements into the US.
• Provided guidance for persons seeking Security Threat Assessments in order to obtain endorsements and credentials for employment