SUMMARY:

Skilled Help Desk professional with 4+ years of experience in Computer Operation, Technical, Help Desk, and Desktop Deployment support. Four years of experience providing Help Desk support to hundreds of users, earning a solid reputation for productivity, complex problem resolution and professionalism. Excellent troubleshooting skills, extremely customer - oriented, treating co-workers and customers with the utmost consideration and respect.

TECHNOLOGIES:

• Active Directory
• VOIP (Voice over IP)
• Office 365
• Remedy / TrackIt
• Polycom / BToE
• Microsoft Office 2016
• Windows Remote Assistant
• Adobe Acrobat DC
• Symantec Antivirus
• Skype for Business
• IPhone / Android Support
• Windows Server 2012R
• RSA / SecurID
• Costpoint
• Deltek T&E
• Remote Desktop
• Blackberry
• Windows XP/7/8/10
• VPN Support
• WebEx

PROFESSIONAL EXPERIENCE:

Confidential

Senior Help Desk Specialist

Responsibilities:

• Tier I and Tier II deskside and remote support for over 200 local and remote users, including executives and VIPs.
• Video Teleconference setup and support using Skype for Business, Logitech and Yamaha A/V equipment, and quick resolution of any technical issues that arise during a video conference.
• Identify and troubleshoot DHCP, NTP, or DNS issues on remote and local networks.
• Educate users on safe IT practices during New User Orientation which includes ensuring that workstation is equipped with all necessary hardware and software needed to perform day to day tasks.
• Respond to requests for technical assistance in person, via phone, and electronically within 2 hours of initial support request. Identify and escalate situations requiring urgent attention.
• Diagnose and resolve hardware issues, ie. Dell Laptops, Monitors, Microsoft Surface Pro 4, Docking Stations, Printers, Scanners, A/V equipment, Network/LAN Cables. Support all Software and Applications, ie. OSC2000 (efile input application), JavaScript, Adobe Acrobat, Microsoft Office, Windows10, Windows 7, Microsoft Teams, Skype for Business.
• Educate and Troubleshoot all Office 365 Cloud Based applications. These applications include, Microsoft Word, Powerpoint, Excel, One Drive, Sharepoint, One Note, and Microsoft Teams.
• Known throughout the agency for providing excellent customer service to both internal and external users.
• Contribute to maintenance of IT asset inventory. As Senior Help Desk Specialist, I am in charge of Asset Inventory for all hardware. This includes assigning hardware to new users, shipping telework hardware to remote users, and keeping track of loaner equipment.
• Responsible for setting up mobile devices with agency email account and sync calendar and contacts with Office 365 account.
• First line of troubleshooting for BTOE Polycom VVX10 Phones.

Confidential

Data Analyst/ Business Operations/ Help Desk Specialist

Responsibilities:

• Diagnose and resolve hardware breakdowns - including workstations, laptops, printers, servers, network hardware, voicemail, and phone equipment.
• Support the following software packages; Microsoft Windows (7, 8, 8.1, and 10), Microsoft Office (2013, 2016, O365), Microsoft Exchange 2010+, Active Directory
• Provide technical support, diagnose and resolve any issue regarding the above software, provide and guidance for new company personnel using this software.
• Document and communicate all issues regarding breakdowns and their resolution.
• Set-up new accounts for network access, e-mail, and other systems as directed.
• Analyze financial records, internal audit assistant, worked with Costpoint and Deltek T & E.
• Analyze corporate communication data including ordering, supporting, and invoicing to accounting for all communication devices.

Confidential

TECHNICAL SUPPORT ANALYST

Responsibilities:

• Resolving most users incidents with “First Call Resolutions” with-in Confidential ’s Service Level Agreement
• Serve as first/second level support for laptops, mobile devices, printers and telephones.
• Provision new accounts and hardware during on-boarding process
• Install, configure and support all hardware and software on workstations in the environment
• Strong communication and customer service skills, including phone and on-site support
• Work independently and take ownership of issues in a fast moving, high pressure and dynamic environment

Confidential

DESKTOP SUPPORT SPECIALIST

Responsibilities:

• Achieved the highest levels of productivity, handling over 25 calls per week.
• Assisted management with policies / procedures for setting up conference calls, account access and voice mail.
• Provide local one-on-one client Q&A sessions with Firm employees in relation to use of PC hardware and firm-specific software - (Adobe PDF, Web Ex, in addition to all Microsoft software including MS Lync).
• Troubleshooting all WebVPN, and Citrix related issues, Laptops and Blackberry/iPhone device, RSA SecurID Accounts)
• Use Active Directory on a daily basis to manage accounts

Confidential

SERVICE DESK SPECIALIST

Responsibilities:

• Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues
• Additionally supported voicemail, telephone, mobile devices and A/V. Challenged to provide timely resolutions to support mission-critical application users
• Used Remedy as a ticketing system to generate, track, and resolve over 15 tickets on a daily basis
• Granted permissions utilizing Active Directory
• RSA SecurID token administrator for employees who worked remote

Confidential

HELP DESK SUPPORT ANALYST

Responsibilities:

• Supported remote access using VPN Installed Virus Protection/Malware software on computers
• Provide one-on-one client Q&A sessions related to the use of PC hardware, operating system, and desktop environment issue when necessary
• Assist in setting up network printers, screen resolutions and dual monitor set up

DEPLOYMENT TECHNICIAN

Confidential

Responsibilities:

• Unbox new hardware and image new existing PCs, Backup and migrate user data
• Follow the client’s methodology and deployment check list procedure
• Return old drive/machine to inventory, while updating inventory systems