SUMMARY:

• Outstanding communication and interpersonal skills with the ability to listen effectively, respond appropriately assist clients, of all skill levels, with patience and professional courtesy
• Dedicated to providing quality customer support that meets and exceeds client needs
• Accustomed to managing teams from 2 to 45 technicians
• Used to to working in fast paced environments
• Believe that running a helpdesk can change from day to day and I am able to adjust quickly and efficiently

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Project Manager

Responsibilities:

• Promoted from Solutions Center Manager to Desktop Support Project Manager
• Manage a team of 35 technicians, including 4 Team Leads, over 8 locations which Branch.
• Managed Staffing for all helpdesks
• Conducted interviews for potential technicians which involved working closely with corporate recruiting
• Generate and report weekly on tickets that are 5 days and older to the Government Client
• Managed the team during a 4 month Windows 10 update migration where at times there were tickets in the Remedy ticket queue. During those time, I led a reduced staff team to come up with daily actions to reduce our ticket count to an average of 50 tickets in 3 weeks once the migrations was completed.
• Created a Tier 2 trainer position for the team to complete on the job for new technologies and updates for the entire Tier 2 team.
• Created a Tier 2 chat room so all technicians are able to message, ask and answer questions for the team.
• Once I realized there was not a sufficient on boarding process for new techs, I am currently working on formalizing and on boarding plan that involves standard deskside and peer to peer .
• Created a Project Team of 2 - 3 senior technicians that work with different agencies for short periods of time as a customer service practice. The team resolves current tickets and works with the agencies technical leadership for other issues that are encountered.
• Answer questions and complete tasks dictated by the Government Team Lead and Branch Chief. These tasks include working with customer, providing ticket updates, completing reports that are needed.
• Ensure that there are team building meetings and activities for the team to come together and know each other. With this practice, I have seen an increase of team work, morale and productivity.
• Answer questions, provide guidance and leadership to technicians and Leads
• Serve as a back-up when the Helpdesk Operations Manager is out of the office
• Complete and conduct quarterly and yearly reviews

Confidential

Solutions Center Manager

Responsibilities:

• Managed a team of 10 technicians that worked in several locations and states.
• Responsible for management of technicians’ daily schedules, monitored and balance technicians’ daily workload, and provided and motivation for technicians.
• Attended Weekly Helpdesk Ticket Review Meetings with Government Leadership
• Served as Deputy Desktop Support Project Manager and was the back up for when the Desktop Support Manager was out of the office which entailed managing technicians in seven locations.
• Conducted interviews for potential technicians for the Solutions Center Team as well as the Deskside Support Team.
• Worked closely with other Helpdesk teams to resolve customer conflicts
• Completed and conducted yearly reviews

Confidential, Arlington, VA

Help Desk Team Lead

Responsibilities:

• Managed a helpdesk technician team of 25 technicians
• Managed daily work schedules
• Assigned helpdesk tickets using the Remedy ticketing system
• Conducted Bi-Weekly Staff meeting to ensure technicians were kept abreast of upcoming technologies and contract changes
• Conducted interviews for potential technicians
• Ran daily ticket reports for management to show technician ticket resolutions, workloads and resolved tickets
• During network migration of two agencies, I was detailed as the technical lead between both agencies to ensure the technicians working the migration tickets were actively working and completing tickets. This included, updating ticket databases, communicating progress in daily morning meetings, participating in an all-day phone bridge to field questions and issues, dispatching technicians where needed.

Confidential, Arlington, VA

Configuration Management Analyst

Responsibilities:

• Responsible for configuration status accounting for the lifecycle of servers within the EITSD organization.
• Updates and creates server configuration item records in the BMC Remedy Tool.
• Responsible for creating Data models of server relationships within the enterprise using the BMC Configuration Management Database (CMDB).
• Assists CM lead with audits of configuration management activities by creating reports and validating results against the baseline.

Confidential, Arlington, VA and

Help Desk Team Lead

Responsibilities:

• Worked in same position for two different subcontracting companies. Confidential lost the contract and I moved to Confidential on the same government contract.
• Reporting to the Helpdesk manager, oversaw a satellite helpdesk staff of two to seven technicians that, troubleshoot hardware, software and network issues.
• Assigned Helpdesk tickets to technicians via Remedy Helpdesk software
• Managed and supervise the daily activities of the Help Desk function and employees, to include, coaching, organizing, planning, schedules and staffing operations.
• Conducted monthly team meetings to keep the staff informed of new technologies and helpdesk information.
• Resolved customer conflicts or complaints in regards to service rendered.
• Conducted interviews for potential helpdesk employees
• Performed Tier 2 Helpdesk duties

Confidential, Arlington, VA

Help Desk Specialist

Responsibilities:

• Responsible for diagnosing and responding to customer software, hardware and printer problems in-person, by telephone, remote assistance and e-mail.
• Conducted problem identification, research, isolation, resolution, documentation, and follow-up to the customer’s satisfaction.
• Used Active Directory to unlock and reset customer passwords.
• Installed, configured and troubleshoot various Blackberry models.
• Created Outlook profiles for new users and configured backup PST files.
• Reconfigured computers using Norton Ghost Utility.

Confidential, Arlington, VA

Help Desk Team Lead

Responsibilities:

• Promoted to Help Desk Team Lead
• Reporting to the Helpdesk Manager, managed a staff of two technicians on a satellite helpdesk that supported approx. 200 DoD customers.
• Responsible for management of technicians’ daily schedules, monitored and balance technicians’ daily workload, assigned helpdesk tickets and provided and motivation for technicians.
• Provided technical direction and guidance to technicians on my team
• Performed Tier II helpdesk duties.
• Attended customer support related meetings on a weekly basis.
• Designed Access database for the Inventory Branch to track the disbursement of loaner laptops.

Computer Helpdesk Analyst

Confidential

Responsibilities:

• Part of a team that provides over 10000 DoD users hardware and software support.
• Responded to telephone, Email, and walk-in requests for support for all systems and equipment
• Maintained support of Microsoft Office products
• Set up, configured, troubleshot, and repaired all PC hardware.
• Added computers to the network using Active Directory.
• Installed, configured and troubleshot various Blackberry models.
• Provided desk side software and hardware to end users.

Confidential, Washington, DC

User Support Specialist

Responsibilities:

• Supported users with Windows 98, Microsoft Office and other application.
• Troubleshot problems with PC hardware, software and network connectivity.
• Connected Microsoft Outlook Clients to MS Exchange Server.
• Deployed, set-up and configured computer workstations.