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.