SUMMARY:

To work in a position that maximizes my current training and experience, and provides room for diversity and advancement.

SKILLS:

HTML, XHTML, Windows XP, Windows Vista, Microsoft Office: Word, Excel, PowerPoint, Publisher, Visio, MS Outlook, COBOL, SQL and Photoshop, Hummingbird DM, Multiterm, TAIMS, Matlab, MeetingPlace, Phoenix, Citrix ICA Client, IPASS, Adobe Acrobat, Active Directory, IBM Tools, IBM Lotus Notes6.5 - 8 and IBM iNotes, RSA, Novell ZenWorks, Novell GroupWise, Confidential, ZCM, Linux/Unix.

RELEVANT EXPERIENCE:

Confidential, Greenbelt, MD

Help Desk Analyst

Responsibilities:

• Providing phone and email support to users in MD and DC offices and locations throughout the US
• Updating user group memberships and drive assignments using existing accounts in Confidential
• Updating user information in Remedy and Console One, and processing approved software and hardware requests for new and existing users
• Providing remote access support to users with RSA tokens for Citrix access
• Unlocking accounts and resetting passwords for users using Novell iManager
• Creating and routing new hardware, account creation, and account deletion requests to the appropriate teams
• Educating users on password policy, unlocking accounts and resetting passwords when necessary
• Providing support to walk - in users with computer, account issues and IT requests
• Using Remedy to enter tickets for issues and requests reported over the phone or via email
• Processing account creation request for new users to include network account creation, pc installation, and phone/voicemail and Gmail account setup
• Supporting cloud email service and escalating tickets when needed, troubleshooting connection and login issues, as well as updating pc software when needed to support cloud email
• Completing call, email, and walk-in requests within specified SLAs

Confidential, Washington, DC

IT Help Desk Analyst

Responsibilities:

• Assisting analysts with escalations, working with them to determine the best method of support
• Monitoring call queues and ensuring that enough analysts are available to take calls
• Working with Tier 2 escalation teams to ensure that knowledge-base solutions proposed can be provided by Tier 1
• Reviewing daily tickets periodically to determine whether a multi-user issue has been detected
• Generating and reviewing periodic reports to ensure SLAs (FCR, availability of analysts, dropped calls, Email response time) are being adhered to or exceeded
• Assisting walk-in users with pc or RSA soft token issues as needed
• Unlocking network accounts and resetting passwords using the unlock and reset tools for Active Directory
• Providing end user support to about 4000 users at the headquarters in Washington, DC and Resident Representatives abroad and documenting incidents and resolutions in the Remedy ticketing system, and escalating tickets to tier II support
• Providing the first level of troubleshooting for software applications like MS Outlook, MS word, MS Excel, Hummingbird DM, Peoplesoft, TAIMS, TRS, DMX, Mathtype, GoToMeeting, Adobe Acrobat used within the organization and other customized software and hardware
• Assisting internal users who are experiencing operational, hardware, or connectivity problems using Citrix ICA Client, SSL VPN
• Providing phone support to troubleshoot Lenovo computers, MAC,, Blackberries, iPads, HP and Canon printers, fax machines, and sometimes Cisco Phones,
• Sending tickets that apply to other applications or that require further troubleshooting to the appropriate departments
• Completing tickets and technician requests within specified SLAs

Confidential, Washington, DC

ED5 Desk Side Coach/IT Coordinator

Responsibilities:

• Provide training and support to users migrated to Vista, Lotus Notes 8, Microsoft Office 2007
• Provide initial setup for Sametime Connect, contact synchronization with blackberry, and creating a local copy of the mail file
• Provide hand-on support for users having difficulty with functionality, and customizing features where necessary to increase efficiency
• Creating daily reports showing user issues and questions, solutions provided, and additional coaching requested by users
• Troubleshooting networking and connection issues, and ensuring users are able to connect wirelessly with laptops after migration
• Assisting internal users who are experiencing operational, hardware, or connectivity problems using Citrix ICA Client, SSL VPN, VPN Check point, and Data stream

Confidential, Columbia, MD

Technical Support Coordinator

Responsibilities:

• Providing end-user support to over 10000 users within at Apria Headquarters in California, and branches all over the US
• Configuring and adding printers to users’ computers, Creating tickets in RT ticketing systems and Lotus Notes based Catalyst system, working with Dell and IBM computers
• Creating network accounts using Active Directory, providing login information, and usernames, completing IT requests forms for new employees within 5 business days to provide account access
• Setting up Lotus Notes accounts, recovering passwords when needed, and correcting server configuration, Adding users to distribution lists, troubleshooting issues with sending e-mails, and assisting with signature creation using the signature wizard
• Initializing e-mail archiving in Lotus Notes, resetting iNotes passwords, providing initial access to Apria Training Network, and unlocking Lotus Notes accounts.
• Troubleshooting wireless connections, enabling VPN connectivity, and providing initial setup instructions where needed
• Providing e-mail and voice-mail support to users, assisting with the migration of users from MS Outlook to Lotus Notes, responding to - mails and routing requests to Tier II departments as needed
• Providing on-call support for critical issues like access to the network, telecom access, and patient care applications