EXPERIENCE:

• Confidential provided mid - level support for an Information Technology (IT) Help Desk which receives and resolves 15,000 tickets monthly through the Service Now service management software. The IT Help Desk supports a 10,000+ user community within the Department of Homeland Security ( Confidential ).
• Provided tier 1 level support via telephone and remote access to thousands of USPTO customers throughout the US. Desktop Applications - Provided technical support for standard software applications such as Word, Excel, PowerPoint, Access, and Microsoft Outlook, as well as many FDIC specific applications.
• Used Windows Remote Assistance - Provides technical assistance via remote access to view client's system, to assist with desktop settings, application problem, etc. Used SMS Server to remotely install applications on the client’s desktop and laptop computers, performs remote Installs of network printers and driver installs for locally connected printers, uses HP JET Admin to administer HP Networked printers.
• Network Administration used Active Directory to - Provide administrative assistance with passwords, passwords resets, login procedures, and network services.
• Network Connectivity - Facilitates, resolution of problems with Windows 10, Local Area Network (LAN), and connectivity problems

PROFESSIONAL EXPERIENCE:

Confidential

IT Service Desk

Responsibilities:

• Provided technical support for standard software applications such as Word, Excel, PowerPoint, Access, and Microsoft Outlook, as well as many FDIC specific applications.
• Provides technical assistance via remote access to view client's system (with permission), to assist with desktop settings, application problem, etc. Used SMS Server to remotely install applications on the client’s desktop and laptop computers, performs remote Installs of network printers and driver installs for locally connected printers, uses HP JET Admin to administer HP Networked printers.
• Provide administrative assistance with passwords, passwords resets, login procedures, and network services.
• Facilitates, resolution of problems with Windows 10, Local Area Network (LAN), and connectivity problems

Confidential

IT Service Desk

Responsibilities:

• Tech Refresh of more than 5,000 Dell laptops migrated to Dell models 7250, 7350 and 7450 at the Confidential .
• Conducted final preparation of the laptops, migrated user’s data from legacy laptops to new laptops, installed the laptops at user’s station and conducted validation with user.

Confidential

Helpdesk Specialist

Responsibilities:

• Supported more than 3,000 Users with the DOS office of the Inspector General.
• Maintain and troubleshoot Blackberry’s, as well as adding and monitoring devices on BES 10 Blackberry Enterprise Sever.
• Another responsibility was to create new SBU (Sensitive but Unclassified) and (C LAN) Classified LAN accounts in Active Directory.
• Imaged and installed HP workstations at customer’s desk, prepared and issued Sony, HP, Acer and Dell laptops fore customer’s use.
• Provided desk side support for customers located in three different buildings in Arlington, VA and Washington, DC.
• Entered work tickets in Remedy and INVGATE ticketing systems.

Confidential

Helpdesk Specialist

Responsibilities:

• Connect to Users using different remote desktop tools.
• Troubleshoot Outlook 2010 and creating new Outlook Profiles
• Manage User accounts in Active Directory 2010
• Install and setup a wide variety of software packages pertinent to Congressional Offices
• Setup and support Blackberry’s, iPhone, iPads, Windows phones, Microsoft surface devices
• Support Blackberry Enterprise Server (BES 5.0 and BES 10)
• AirWatch Mobile Console
• Supported Good Server (Good Mobile Control)
• Setup, supported and troubleshoot VPN accounts
• Exchange 2007 Support
• Hosted presentations on new products and software packages coming to the Hill
• Assisted customer with Share Point issues and Office 365

Confidential

Helpdesk- Tier-1 Analyst

Responsibilities:

• Desktop Applications - Provided technical support for standard software applications such as Word, Excel, PowerPoint, Access, and Microsoft Outlook, as well as many FDIC specific applications.
• Used Windows Remote Assistance - Provides technical assistance via remote access to view client's system (with permission), to assist with desktop settings, application problem, etc. Used SMS Server to remotely install applications on the client’s desktop and laptop computers, performs remote Installs of network printers and driver installs for locally connected printers, uses HP JET Admin to administer HP Networked printers.
• Network Administration used Active Directory to - Provide administrative assistance with passwords, passwords resets, login procedures, and network services.
• Network Connectivity - Facilitates, resolution of problems with Windows 7, Local Area Network (LAN), and connectivity problems
• Mainframe Support uses Extra 32 to - Resets mainframe password to insure application availability and access, provides PIN reset for Safe Word tokens.
• Other Technical Issues - Provides tracking and distribution of problems that cannot be resolved via the phone and require additional intervention.

Confidential

Helpdesk Analyst

Responsibilities:

• Ensure Available status within ACD using CISCO IP Phones upon arrival
• Answered incoming calls as expediently as possible
• Created Remedy ticket/verified customer information using BMC Remedy 7.1
• Troubleshoot customers issue
• Performed SMS remote access as needed, for further troubleshooting or issue resolution using Bomgar and Dame Ware Mini Remote Control
• Assigned tickets to appropriate work center queue if issue can’t be resolved at Helpdesk level
• Monitored individual queue within Remedy and made necessary updates to tickets throughout the day
• E-mailed /telephoned customer/Client Support Technician(s) when or if more information was required in tickets

Client Support Technician

Confidential

Responsibilities:

• Read e-mail from Helpdesk Management team, Queue Master(s) and NOC daily
• Complied with Helpdesk Management team requests/directives as needed.
• Planed for the transition of users and environment to new technologies through notifications and direction on preparation.
• Processed new LAN account request insured that DD 2875, Supplement to DD2875 and DD2842 forms were accurate and signed where required.
• Used MS Remote Desktop; Bomgar; and Dameware remote tools. Active Directory and MS Exchange.
• Installed software, following design or installation specifications setup by the AFNCR/Pentagon telecommunications group.
• Maintained record of daily data communication transactions, including outages, problems and remedial action taken, and installation/maintenance schedules.
• Maintained & monitored definitions and rules based upon requirements from the Lockheed Martin Service Level Agreements (SLAs).
• Coordinated with analysts engaged in problem solving, monitoring, and installing data communication software.
• Serve as Information Liaison between Work centers and ensure all current information is disbursed as received.
• Administer all AFNCR and Pentagon user accounts utilizing DRA (Directory and Resource Administrator) & Active Directory Service.
• Process and distribute all downtime notices sent by the NOSC, NOC, route TCNOs (Time Compliant Network Orders) to the appropriate work center and track completion.
• Support includes training of new employees, assisting clients with the setup and configuration of CACs (Common Access Cards), as well as assisting clients with resetting pins, unblocking CACs, installations, system maintenance and network-launched and web enabled user applications.

Confidential

Customer Service Rep.

Responsibilities:

• Provided prompt and accurate technical support, ensuring a high level of customer satisfaction and adherence to Service Level Agreements (SLAs).
• He performs desk-side Windows 2000 and Windows XP workstation support in a networked office environment and, more specifically, support or perform MS Office and Outlook configuration and troubleshooting; software installation and configuration; new user set up, printer and network file share configuration and troubleshooting; peripheral installation, configuration and troubleshooting; and computer/user moves, adds, and changes.
• Was responsible for reviewing trouble ticket queues, documenting support and diagnostic activities, escalating problems as required, and accurately and effectively resolving and closing assigned trouble tickets in accordance with SLA requirements.
• Provided IT support for all of Pax River naval facility.
• Repaired both Hardware and Software issues.
• Deployed new seats to user locations, migrating data, configuring email settings, setting machine to user specifications.