SUMMARY:

To quickly learn and master new position hired for and to exceed expectations set by management. Also I aim to have longstanding career and leave mark on company’s mission statement.

TECHNICAL PROFICIENCIES:

Platforms: Windows 95/NT/20000/XP/VISTA/7/8/10, Mac OS/SnowLeapord, UNIX (Solaris)

Networking: TCP/IP, Novell, Server 2003,2010 ISO/OSI, Ethernet, VPN, SecureID,, Java, Cisco Administration, AxVision, Panorama Citrix, VPN

Software/ Tools: LAN manager, Checkpoint Firewall, Norton Firewall, McAfee/Norton Virus protection utilities, Lotus Notes, MS Office Suites (2003 - 2010),MS Lync, Cisco Jabber, Remedy/Heat ticketing systems, Active Directory, SAP, SolarWinds Network Monitoring, Data Migration Tools, Imaging Tools (manual too), Command Prompts, Cisco IP Phones, BB/Mobile device sync, BlackBerry Works, GoToAssist, Remote Desktop/SCCM, Citrix;

EMPLOYMENT HISTORY:

Confidential, Baltimore, Maryland

Helpdesk Analyst

Responsibilities:

• TCP/IP end-user connectivity; VPN, Server Administration; Network profile creation and curation via Active Directory and Windows Server 2012; Windows 7/10-Mac environment support; Cisco Telecom services management and hardware support.
• BlackBerry/Token mobile software for company phones
• Various ancillary support programs and account creations and management as well as critical Health Management programs
• Handled network/lan printer setup and print server issues.

Confidential, Baltimore, Maryland

Helpdesk

Responsibilities:

• Maintaining network, thermal, LAN printers.
• Assisted on-site staff with resolving connection, SAP, Outlook, and various hardware related issues.
• Assisted salespersons, end users, and customers by providing phone support for various technical issues.
• Gave support for Jennifer Handheld Units, password rests, server related issues, VPN and connection issues, Desktop Support.
• Furthermore, used remote access tools to help resolve issues and used LiveTime ticketing system to document daily work.

Confidential, Washington, DC

Responsibilities:

• Maintained new Lenovo and Dell Computers with signature IFC image, security software and job specific programs.
• Assisted administrators in network, permission and printer issues.
• Also, assisted users with hardware issues.
• Maintained database of all computers for users and assigned/reassigned as needed.
• Worked with helpdesk in assisting with hardware and networking issues.
• Setup workstations for users and catalogued data on previous machines.
• Used Remedy to track tickets, ED5 database (via Lotus Notes), and inventory database programs to manage assets of IFC

Confidential, Columbia, Maryland

Tier 2 Tech Support Agent

Responsibilities:

• Served as technical support for official website of the United States Postal Service.
• Fielding calls from customers and Postal Service employees on technical aspects of sites.
• Remotely reset passwords, administrative privileges, troubleshooting various software applications
• Used Remedy, Brightware, and Webtool applications to aid clients and employees.
• Also directed users on the aspects of Microsoft OS’s Vista and internally helped with Lotus Notes configurations.
• Also internally helped with configurations of internal peripherals for office environment.

Confidential, Greenbelt Maryland

Enrollment Counselor

Responsibilities:

• Enrolled prospective students from various lead sources.
• Making 80+ outbound calls daily, retrieving official documents from students and other academic institutions.
• Used IS3 programs to track students through enrollment process and manage database of students.
• Prepared students for rigors of school by holding in person /phone tutorials of student website.
• Worked with finance and academic counselors to clear students for class.
• Counseled students through the use of online/in-person workshops for success in courses.
• Troubleshooting computer setup for online classes, reset passwords, Microsoft office setup, internet connection and general computer network issues. Internally used Lotus Notes and als.

Confidential, Hyattsville, MD

Account Manager

Responsibilities:

• Serviced new and existing Bell South business customers.
• Duties included making 70 outbound calls daily.
• Working with business owners/managers to service the current lines/services on account and up selling new services/lines for optimum performance.
• Handled approval for new services by obtaining credit info.
• Used automated dialer for new customers.
• Schedule appointments for service calls to business and also updated warranty info on new products to existing businesses.
• Used general office equipment and GUI to do daily tasks.

Confidential, Largo, MD

Sales Executive

Responsibilities:

• Handled inbound calls for internet based cellular authorized agent.
• Handling in excess of 70 inbound calls from customers for service.
• Gave customers detailed info on various cellular phones, cellular companies, products and accessories.
• Used internet and Microsoft Windows to keep track of new customers.
• Handled sensitive info for credit approval for services.
• Used active listening skills to determine what services would be good for customer and also renewed existing accounts.
• Assisted floor manager in training new sales staff.
• Worked with minimal supervision on extensive promotions and shifts.