SUMMARY:

• Experienced and knowledgeable Information Technology Professional seeking a Help Desk support role. Works well independently or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance and software training to clients. ITIL experience and A+ Certified. Can provide in - depth knowledge and understanding of numerous software packages and operating systems including but not limited to Windows XP, 7, and 10. Proficient in Mac operating system’s Yosemite, Captain, Sierra, High Sierra’ and Mojave Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication skills and presentation capabilities.

PROFESSIONAL EXPERIENCE:

Confidential

System Admin\Tech Support Specailsist

• Installing, and reimaging Windows XP, 7, and 10, and Mac OS
• Walk customers through the process of installing the software on their machines and starting up the program for the first time
• Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem
• Send technical documentation to customers who have lost or misplaced theirs
• Provide onsite troubleshooting\ breakfix solutions
• Assume remote control over customers’ computers when necessary to resolve problems
• Make hardware recommendations for customers whose machines cannot support the software

Confidential

Technical Support Specialist

• Installing, and reimaging Windows XP, 7, and 10, and Mac OS
• Face-to-face VIP end-user technical support for desktop/laptop computers and mobile devices * Providing IT customer technical support on operations and network services.

  • Provide 2nd level escalation support to the Tier 1 Help Desk.

  • Provide remote and on-site troubleshooting for hardware and software support.

  • Resolve Call Center Tech Support tickets and provide desk-side support to the rest of the client's customers.

  • Install, monitor, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third party software.

  • Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.

  • Work with VIPs, providing a “white glove” service where necessary.

  • Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.

  • Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.

  • Track all work, inventory, and projects using a ticketing system

  • Provide assistance and participate on new project(s) testing and deployment/delivery.

  • Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.

  • Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.

  • Participate in project deployment.

  • Provide input and update knowledge base as necessary.

  • Coordinate the logistics of and conduct the movement of assets and equipment to various client's facilities when needed.

  • Maintain an organized resource/hardware furnished storage room(s).

  • Document, update and close tickets according to defined service level agreement requirements.

Confidential

Technical Support Specialist

• Provide troubleshooting in mainly Windows XP, 7, 10 and Windows Server 2016 environment
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Perform regular security monitoring to identify any possible intrusions.
• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
• Perform regular file archival and purge as necessary.
• Create, change, and delete user accounts per request.
• Provide Tier III/other support per request from various constituencies. Investigate and troubleshoot issues.
• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.
• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.
• Upgrade and configure system software that supports GIS infrastructure applications or Asset Management applications per project or operational needs.
• Maintain operational, configuration, or other procedures.
• Perform periodic performance reporting to support capacity planning.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.
• Maintain data center environmental and monitoring equipment.

Confidential

IT Service Technician

• Answers incoming calls to the Technology Call Center (TCC) and applies a comprehensive understanding of current hardware, software and proprietary applications to independently troubleshoot, diagnose, and resolve basic to intermediate technical problems within required response time, quality and productivity standards.
• Answers incoming calls to the Technology Call Center (TCC) and applies a comprehensive understanding of current hardware, software and proprietary applications to independently troubleshoot, diagnose, and resolve basic to intermediate technical within required response time, quality and productivity standards.
• Applies a thorough knowledge of all systems to each incident in order to identify critical system outages versus non-critical, and then initiate system-wide responses as appropriate to the level of criticality, appropriately following established policies and procedures through to resolution. Applies a thorough knowledge of the change management process to determine if the issue needs submitted through that process for approval before any action can be taken.
• Applies intermediate knowledge of and adherence to all documented processes concerning Confidential procedure such as, The Priority One Process, Global Communications, Ticket Escalations, Service Level Agreements, etc.
• Understand and complies with the Monthly Call Center Metric which include: First Call Resolution, Ticket to Call Ratio, NICE Score, Average Talk Time, and Ticket SLA.
• Creates and deactivates user and application accounts within assigned SLA’s. Process security access requests as dictated by Corporate Security policies and best practices.
• Resets passwords on multiple system platform in a timely manner to ensure that business needs are met.
• Maintain up-to-date knowledge of all hardware, software applications and operating systems currently in use through self-learning, in-house training, and/or applicable coursework.
• Required to rotate after-hours and on-call duties.
• Performs all other duties and works on special projects as assigned.

Confidential

IT Service Technician

• Exchange 2007/2010 user configuration, adds, moves, changes
• VMWare server troubleshooting and support
• End user connectivty and software support
• Network and server hardware support
• PC Setup and Imaging
• Application Installation and software break/fix for PCs
• Mobile phone configuration and support
• System outage identification and resolution
• Support ticket monitoring while meeting SLA's
• Symantec Evault experience preferred
• Webinar and AV setup
• Citrix Xenn App user configuration and troubleshooting.

Confidential, Washington DC

Contract PC Professional

• Respond to issues escalated from Tier One CSRs
• Research and resolve inquiries in a professional, timely, and accurate manner
• Escalate Tier Three inquiries and issues, based on document processes, policies, and procedures, to the appropriate help desk
• Document all inquiry activities in the appropriate reporting system
• Provide responses to inquiries in writing
• Follow up on all Tier Three escalated inquiries
• Complete feedback loop with appropriate Tier One CSRs
• Represent Cognosante at meetings where appropriate
• Maintain professional demeanor at all times
• Take detailed meeting notes and disseminate to other Cognosante Team Member as appropriate
• Represent the needs of Cognosante Tier One and Tier Two staff
• Escalate issues or concerns to Cognosante management when appropriate
• Interact with client representatives and customers, enabling effective information exchange and efficient process management
• Thoroughly understand Cognosante, ISO, and Customer regulations and expectations
• Complete daily expectations of specified work
• Maintain quality expectations as outlined by management
• Monitor and report workloads on a daily/weekly/monthly basis
• Prioritize workloads to ensure timeliness/quality standards are met
• Adhere to all documented policies and procedures, processes, and call scripts
• Actively participate in Cognosante operational and ongoing training
• Participate in weekly meetings
• Be prompt, present, and actively participate in required meetings and training
• Complete assessments in a timely manner and to meet/exceed standards as outlined by management
• Seek learning opportunities
• Mentor, assist and train Tier One Customer Service Representatives

Confidential, Washington DC

Healthnet Northeast Region

• Provided support for the various aspects of Tier 1\2 level support for the ITC Help Desk.
• Provided desk side support to end users for networked PC and laptop hardware/software and peripheral device issues, including installation and problem diagnosis/resolution.
• Interacted with end users by phone and via remote connection to the user's workspace.
• Reported support activities and problem solutions in ITIL based IT Service Management Application (currently BMC Remedy suite of tools).
• Assisted a large number of end users of various skill levels.
• Supported operations relative to the initial point of entry to the ITC Help Desk as a phone and email based customer service representative.
• Provided account management support by assisting users with Active Directory authentication, modification of user permissions and password resets.
• Identified, troubleshot, documented and whenever possible, resolved network, printer, or desktop problems as necessary.
• Performed remote support for user requests such as application installation, configuration and troubleshooting.
• Assisted users with routine application and hardware problems and promotes best practices and shares application knowledge to users.
• Responsible for thorough and accurate tracking of problems and their resolution in the Remedy system.
• In consultation with the Tier 1 Lead, refers more complex problems to Tier 2 and Tier 3 technical staff.
• Advised and trained users on remote connection options (Cisco VPN, IPSS, RSA Tokens).
• Advises and trains users on use of peripheral devices (Blackberry, PDA, Smart Phones, etc.).