TECHNICAL SKILLS:

Windows Environment, Remedy 6.3 & 7.6, IC Client Call Center Software, Altiris, Microsoft Office Suite of PowerPoint, Excel, Word, Outlook (2013), Microsoft Windows Active Directory, VMware, DAMEWare, CA Technologies, Footprints ticketing system, Smartboard Technologies, Polycom (Tandberg), System Center Configuration Manager, Powershell, Mac Operation Systems, Android Operating Systems, Citirx, Blackberry Support, McAfee Endpoint Encryption, and Juniper.

PROFESSIONAL EXPERIENCE:

Confidential

Information Technology Support Lead

• Provide telephone, email and remote support for 650+ end users performing problem analysis and troubleshooting to resolve incidents within service level agreements and agreed upon metrics.
• Answer phone, retrieve email and voicemail messages and record into Footprints Incident tracking system
• Communicate and escalate technical issues that cannot be resolved at a Managerial level based upon department operations and procedures to Tier III as necessary.
• Encourage and maintain positive employee culture of good communications, customer relations and continuous improvement within team members.
• Consistently and diligently work all tickets assigned to the help desk (i.e, ensure they are pending w/reason, in progress, etc.)
• Abreast on any IT based application and system changes as well as policy and procedure changes that affect the help desk and supported users.
• Makes decisions that are consistent with department and company policies
• Provide floor coaching for New Hires, Tier I technicians, and be the first point of escalation
• Provide recommendations to management regarding improving processes and policies affecting the users supported
• Kept track of mobile, desktop, and laptop inventory being deployed or returned.
• Ensure the Help Desk meets all expected SLA’s and metrics agreed upon between the contractor and customer
• Perform random call backs to ensure the help desk has provided the best customer service possible
• Assist in implementing policies and procedures for the Help Desk.
• Create, modify, or disable user accounts for New Hires, Separated employees, special exceptions etc.
• Create, modify, or disable Virtual Protocol Network accounts.
• Provide technical support for Audio Visual systems.
• Assist in scheduling and coordinating request for equipment and services.
• Provided technical support for meetings, conferences, classes and corporate - wide broadcasts.
• Provided user assistance and training with operation of multimedia systems.
• Setup LCD projectors for video presentation.
• Administrative and configuration of desktop computers in a local/and or wide area network.
• Troubleshoot and repair PC’s. Adding and removing memory, hardware, etc. Disassemble, reassemble, and upgrading hardware and software, Remote into users workstation with PCAnywhere.
• Image/Re-Image desktop, laptop, webinar or loaner machines to deploy to users.
• Configure, and deploy iPhones, iPads, and travel devices.

Confidential, Reston, VA

Field Customer Service Technician

• Troubleshoot and resolve basic level system hardware, software and communication problems.
• Aid in performing configuration adjustments to enhance the performance of the computer, via email or by telephone.
• Supporting to users on a wide variety of standard Windows desktop applications, smart phones, tablets, and personal proprietary software.
• Provide response to request for technical assistance via telephone or electronically.
• Independently or within a team, perform first-line support to determine service interruptions for desktop hardware, peripherals, and software.
• Responsible for diagnosing, troubleshooting, resolving and document all information from systems problems to minimize down time of applications and personnel.
• Install, configure coordinates, troubleshoot, and maintain solutions with appropriate technical, professional, and service personnel, along with users who reported the problem.
• Listen and talk to the user to learn procedures followed and source of error; answering questions, applying knowledge of computer software, hardware, and procedures; determining cause of problem.
• Perform all but not limited to unlocked Accounts, resetting passwords in Active Directory console.
• Basic troubleshooting steps by remotely accessing user desktop if they are on a network or VPN.
• Track the incidents to conclusion in line with SLAs and quality standards.
• Deliver high level customer service to users related to the resolution of the problem.
• Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide amore effective and efficient service to customers.
• Sort and maintain file and folder permissions via SharePoint or Microsoft NFS system.
• Advise the customer on the appropriate action and follow up.
• Install and/or configure authorized software.
• Create, change, limit, or delete access in Active Directory.

Confidential, Alexandria, VA

Service Desk Support Lead

• Provide customer friendly phone, email support to users on a wide variety of standard Windows desktop applications, smart phones, tablets, and personal proprietary software.
• Independently or within a team, perform first-line support to determine service interruptions for desktop hardware, peripherals, and software applications while driven by the ITIL platform.
• Deploy several IT related equipment, included but not limited to laptops, printers, etc.
• Responsible for diagnosing, troubleshooting, resolving and document all information from systems problems to minimize down time of applications and personnel.
• Install, configure, coordinates, troubleshoot, and maintain solutions with appropriate technical, professional, and service personnel, along with users who reported the problem via PCAnywhere, Instant Messaging, or and Secure Meeting.
• Supervise Tier 1 technicians receiving telephone calls from users having problems using computer software and hardware or inquiring how to use specific software.
• Listen and talk to the user to learn procedures followed and source of error; answering questions, applying knowledge of computer software, hardware, and procedures; determining cause of problem.
• Trained and mentored analysts on key processes and procedures.
• Skilled trainer, mentor and project leader; proven ability to build and motivate high-performance and flexible teams focused on customer service.
• Perform all but not limited to unlocked Accounts, resetting passwords, basic troubleshooting steps by remotely accessing user desktop if they are on a network or VPN.
• Utilized Altiris to install software and/or drivers.
• Track time management and timesheets for teams using various Time tracking systems.
• Gather and provide data for metrics in order to help benchmark the Helpdesk workload/performance.
• Manage the performance of services to customers, ensure that service levels are achieved in line with contracts and that customer expectations are met or exceeded.
• Track the incidents to conclusion in line with SLAs and quality standards.
• Deliver high level customer service to users related to the resolution of the problem.
• Review performance reports, service improvements, service quality and processes.
• Provide management, performance, and inventory reports for several of the IT related equipment.
• Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide amore effective and efficient service to customers.

Confidential / Alexandria, VA

Assistant Asset Quality Control Manager

• Deployed 10,000 HP Universal Laptops to United States Patent and Trademark customers.
• Provide a point of contact for all users to report problems and assist to raise the service request.
• Attend trainings to increase information to better solve the complex issues that may arise.
• Respond in a timely manner to tickets and/or phone to help solve the problem.
• Communicate verbally and/or written with users to solve, escalate or transfer their helpdesk ticket.
• Track pending or unresolved issues dealing with users that have received their equipment.
• Ensure that the EAMS (Remedy) ticket is up to date, completed, and/or resolved to the user’s satisfaction.
• Dispatch technicians to users that are within their allotted time frame to get their laptop's maintenance.
• Liaised between internal corporate and outsourced partner to oversee the deployment of new technologies and operating procedures to ensure optimal support of 7,000 users.
• Track the incidents to conclusion in line with SLAs and quality standards.
• Verify, match, and track all CFG and CD numbers to the equipment deployed to users using USPTO Asset Management program.