Helpdesk Support Resume

SUMMARY:

Enthusiastic professional who is knowledgeable of IT helpdesk protocols and cyber security defense tactics. Comfortable working in either a team - oriented environment or individually and looking to specialize in network monitoring, and or cyber attack mitigation in order to maintain the integrity of a prestigious organization and their clientele.

EXPERIENCE:

Confidential

Helpdesk Support

Responsibilities:

Led as a first point of contact for customers seeking technical assistance over phone or e-mail.
Performs remote troubleshooting.
Determines best solutions based on issues and the details provided by customers.
Walks customers or on-site technicians through problem-solving processes.
Utilizes ticketing system to monitor incoming cases and redirects unresolved issues to the next level of support personnel.
Records events and resolution in case log system.
Follows-up and updates customer statuses and information.
Identify and suggest possible improvements on procedures.

Confidential

Warehouse Associate

Responsibilities:

Organize stock, maintained inventory, inspected products for defects and damages, organized warehouse space, contributed ideas on ways to improve or optimize warehousing procedures, examined ingoing and outgoing shipments and other duties as assigned.

Confidential

Special Investigator

Responsibilities:

Executed independent Federal Personnel Security background investigations on individuals seeking to serve in aposition involving a National Security.
Cultivate and maintain effective relationships with various Federal agencies government-wide and provide timely responses to aid in making employment determinations.
Manage caseloads and complete and enter information utilizing OPM investigation databases such as FWS and Personnel Investigations Processing System (PIPS).
Review and evaluate sensitive information obtained from e-QIP and OF-306 to process investigations.
Completed interviews with subjects, s, personnel, local courts, law enforcement (to include Confidential investigations), /financial institutes, current and past employment.
Analyze, evaluate and interpret reports, rules, regulations and procedures relating to personnel security.
Compose lengthy, detailed investigative reports ranging from 1 - 10 pages ensuring proper format, spelling, grammar and syntax.

Confidential

Intake Specialist

Responsibilities:

Perform expert interviewing technics to interview individuals to obtain background and financial information to determine eligibility for public defender services regarding a variety of legal situations within courtrooms, court holdings.
Recorded and safeguarded all information ensuring 100% strict confidentiality.
Reviewed legal documents with legal implications for accuracy and completeness such as, court documents, real estate documents, contracts, insurance and benefits claims, mortgage and loan applications, and tax forms.
Utilized the Justice Information System (JIS) to enter appropriate decisions based on Maryland state guidelines.
Through strong oral and written communication, explained scheduling of appointments and upcoming court dates to clients and supported with the following: filing, expediting, and receptionist as needed, special ad-hoc projects; and assisted with new intake specialists.
Assist attorneys with drafting legal pleadings/documents such as motions/notices, applications, and subpoenas ensuring correct grammar and information.
Helped attorneys to prepare briefs for court, set-up court dates and meetings, and arrange ground transportation.
Responded to telephone inquiries, received, processed, filed and disseminated voter registration applications, absentee ballot applications, and performed various other registration and election related tasks.
Attended outreach and events throughout the county.

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