SUMMARY:

Professional Skills - Leadership/Management skills including special training in mediation and arbitration. Complete knowledge of Microsoft Office package. Working knowledge of the following: Video Tele-Conferencing (VTC) equipment and functionalities. Experience working with Amos database, Confidential, HTML Coding, Oracle 8i, Altiris ticketing system, HEAT ticketing system, ServiceNow, CA Uni-center Service Desk, Remedy, Security Patching, Confidential, Confidential, VPN, Active Sync Software, Java, Web Editing, Content Testing and Content Loading.

KNOWLEDGE AND SKILLS:

Microsoft Office Suite, Microsoft Windows/Office 2007, 2010 /2013 & 2016 Desktop Operating System, Microsoft Outlook and Exchange, Helpdesk, Windows 2007, 2010, 2013 & 2016, Office 365, VMware Server Administration, Blackberries, PDAs, VPN, Active Sync Software, Java, Oracle, Microsoft Sharepoint, VMware, Active Directory (AD) User Account Administration, Cisco, Altiris ticketing system, CA Confidential Service Desk, Remedy, Essentris, Maximo, ServiceNow, Microsoft Visio, Microsoft Project, Video Tele-Conferencing, VPN, Automated Call Dispatcher (ACD), Novell Netware, Desktop Management Tool, Web Development, ColdFusion, SQL Server, Macromedia Suite (Dreamweaver, Photoshop, Fireworks, Flash, Free-Hand), HEAT Ticketing System, Amos on CTI, Content Testing, Imaging (Ghost), Content Uploading and Web Editing. - 75wpm, Data Entry

WORK EXPERIENCE:

Confidential, Baltimore, MD

Customer Service Rep /Helpdesk Team Lead

Responsibilities:

• Create help desk tickets using the HEAT ticketing system, Resolve user issues (when possible), Troubleshoot user issues.
• Worked with Office 365.
• Reset passwords for their LAN accounts, Reset passwords for other applications that require passwords, Connect users to their network drives / network printers, PC and software updates, greet customers/teachers.
• Help parents with required information (when needed), like resetting their Campus Portal password.
• Provide network folder rights and access to users, Create / delete User accounts, Create / delete specialized applications.
• Assign tickets to tier 2/3 techs and create and update technical documents.
• Performed security patches.
• Resolve issues that may arise between the techs & clients using MS Office 2013 /2016 & Windows 7 & 10 operating system.

Confidential, Baltimore, MD

Fulfillment Associate

Responsibilities:

• I was instructed to pick customer orders on all levels of a multi-level mezzanine.
• Then pack and ship orders, and troubleshoot any problems to resolve the issue.

Confidential, Bethesda, MD

Help Desk Technician Clinical SME (Tier2/3 Team Lead)

Responsibilities:

• Helps other helpdesk personnel understand the urgency of resolving key systems downtimes ( Confidential, Confidential, Essentris, ServiceNow & LAN/WAN) and helps prioritize tickets with healthcare delivery, clinical productivity, and patient care in mind, with an understanding of the clinical workflow and their dependencies upon the desktop operating environment including all major clinical applications.
• I possess the current Desktop Operating System and other software being utilized at the Confidential campus including, but not limited to, SCCM, WSUS, Microsoft Active Directory, Windows XP, Vista, Windows 7, Office 2003 & 2010, security patching, work order tracking/ticketing system (ServiceNow), working knowledge of workstation maintenance and support upon demonstrating the highest possible standards of customer support and produce maximum customer satisfaction in a Medical customer service and support in a large critical environment.
• Support of the current work order tracking system and document all facets of customer support and maintain a resolution database and an asset management database.
• Imaged Laptops/PCs with Ghost software.

Confidential, Rockville, MD

Helpdesk Analyst

Responsibilities:

• Create help desk tickets using the Confidential /Remedy/ServiceNow ticketing system, Resolve user issues (when possible), Troubleshoot user issues, Reset passwords for their LAN accounts, Reset passwords for other applications that require passwords, Connect users to their network drives / network printers, PC and software updates, greet customers, Provide network folder rights and access to users
• Create / delete User accounts
• Create / delete specialized applications
• Assign tickets to tier 2/3 techs and create and update technical documents.
• Resolve issues that may arise between the techs & clients.

Confidential, Baltimore, MD

Helpdesk Manager

Responsibilities:

• Checks the log sheets of urgent technical issues to be addressed, addresses complicated support issues that need to be escalated by myself or my team. Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs.
• Build a qualified help desk team through innovative hiring and training techniques.
• Handled the employee performance reviews & if the performance have not been met - then they are terminated.
• Develop a customer care philosophy that ensures customer satisfaction.
• Analyze help desk performance through various statistical and reporting methods using Maximo/LanDesk/ServiceNow.
• Reports included how many calls came into the Helpdesk, how long it took to answer calls, how many tickets got escalated, how many tickets total collected for the week/month. Develop and maintain formal procedures (SOPs) for consistency and increased productivity.
• Performed installations and ran updates for the SQL Server. Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships. Choose appropriate technology and other resources to maximize help desk effectiveness.
• Answered the help desk phone lines, Creating help desk tickets using the Confidential, Resolving user issues (when possible), Troubleshoot user issues, security patching, Reset passwords for their LAN accounts, Reset passwords for other applications that require passwords, Connect users to their network drives / network printers, VMware, PC and software updates, greet customers
• Provide network folder rights and access to users, Imaged Laptops/PCs, Create / delete User accounts, Create / delete specialized applications, Assign tickets to tier 2/3 techs and create and update technical documents.
• Resolve issues that may arise between the techs & clients.

Confidential, Washington DC

Confidential Help Desk Team Lead

Responsibilities:

• Create and solve trouble tickets using the Confidential .
• Troubleshoot Lab Instruments as needed, such as restarting the instruments to get them to synchronize.
• Create LAN accounts via Active Directory, creates, unlock and change passwords for Confidential .
• Operate and maintain computers and computer-related equipment, monitors system consoles, and performs operator preventive maintenance on peripheral equipment.
• Imaged Laptops/PCs with Ghost software.
• Handles simple troubleshooting and starts/updates/completes log entries concerning machine utilization, job reruns, and production work completed.
• Monitor multiple systems and their interfaces within Confidential and Confidential .

Confidential, Silver Spring, MD

Sr. Help Desk Analyst

Responsibilities:

• Create and solve trouble tickets using the Altiris ticketing system.
• Prepare PC builds using the Deployment Management
• Console, operate and maintain computers and computer-related equipment, security patching, and performs operator preventive maintenance on peripheral equipment such as printer and scanners.
• Handles simple troubleshooting and starts/updates/completes log entries concerning machine utilization, imaged Laptops/PCs, job reruns, and production work completed.

Confidential, Washington, DC

Jr. Project Manager /Help Desk Analyst

Responsibilities:

• Provide assistance to the Project Manager with the delegation of work load and reports.
• Create and solve trouble tickets using the Remedy ticketing system.
• Provided work with the migration project by converting the Confidential Headquarter image to the TISCOM standard image.
• Provide hands on desktop support to user with various issues such as imaging & software updates.

Confidential, Washington DC

Team Lead

Responsibilities:

• Providing support for over 7,000+ users for the United States Military including doctors lawyers ( Confidential ), teachers, pharmacist techs, nurses and patients with resolving problems using remote access provided by Computer Associates (CA) software or resolved issues at user’s desk.
• We used Uni-Center trouble ticket system in a fast pace environment working for the general down to the civilians, with access in highly secure areas, maintain back up of all data for users, promoting and demoting users with administrator rights.
• Change passwords, map drives, make changes to their security policies, and configured their e-mail on outlook 2000-2003.
• Provide the team with their daily workloads, due follow-ups and provide on-going customer service.
• Install/remove workstations, blackberries, palm pilots, gluco-meters, printers, Confidential document center, Confidential cards and any device that was needed to help user complete their job was added to and from the network. Also provide software upgrades, migration/configuration for new computers via remote access or in person.
• Update computer names to match the clients, department, perform tests with the new software to ensure proper functionality.
• Install and configure SQL software database, Kea 420/5.10, Confidential I and Confidential II, install standalone printer/network printers to the network, install third party software when needed. Troubleshoot hardware/software/network problems to ensure that there are no problems with the employee’s PC upon leaving their Office.