SUMMARY:
- Multi lingual, dedicated help desk professional currently providing technical support for 100+ users a day, supporting a Federal agency domestically and internationally with 60,000+ users. Skilled problem - solver, able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve, and document user help requests for desktop, laptop, mobile, network, and peripheral problems.
PROFESSIONAL EXPERIENCE:
Technical Troubleshooting, End User Training: Technical & User Documentation, Process Flows & Call-Tracking Tools: ITIL incident management service processes
Platforms: Window, Mac OS X, iOS, Android
Hardware: Windows based desktops, laptops, printers, scanners, projectors and etc.
Applications: Zendesk, Microsoft Dynamics NAV, Norton / McAfee Antivirus, Symantec Backup Exec, Symantec Ghost Solution Suite, Norton Internet Security.
PROFESSIONAL EXPERIENCES
ENIOR HELPDESK/SYSTEMS SPECIALIST II
Confidential
- Tier 2 troubleshooting, bridging the gap between field operatives and developers
- Support multiple systems via phone, e-mail, systems, A/Op. Manager, Software Tester, Apps. Analyst, DARTS Helpdesk Team Lead.
- Customer interface across multiple systems involving multiple projects
- Train operational managers and developers on the systems that are involved
- Equipment maintenance and updates. Documentation of equipment purchase and disposal.
LINGUIST/LANGUAGE TRANSLATOR
Confidential
- Reviewed audio/video material and transcribed information with a high-degree of accuracy and expression.