PROFESSIONAL EXPERIENCE:

Confidential

Tier2 Deskside Technician

• Adobe signing with PIV malfunction assistance.
• FDA Android cell phone malfunction assistance.
• FDA Blackberry cell phone malfunction assistance.
• FDA iPhone cell phone malfunction
• Hardware troubleshooting
• IronKey malfunction troubleshooting.
• Macintosh laptop troubleshooting (Outlook, AnyConnect, PIV related issues, PGP issues)
• Microsoft Office (e.g., Word, Excel, etc.) malfunction
• Microsoft Outlook (FDA Email) malfunction
• Software troubleshooting
• FDA Wi - Fi/AnyConnect malfunction
• Incident ticket creation assistance
• Adobe signing with PIV How-To/Configuration
• Approved peripheral hardware (e.g., mouse/keyboard) installation
• FDA Android cell phone configuration
• FDA Blackberry cell phone configuration
• FDA iPhone cell phone configuration
• Mapping of existing network shares
• How-To - Various FDA hardware devices
• How-To - Various software used at the FDA
• IronKey How-To/Configuration
• Local printer driver installation
• Mapping network printers
• Macintosh laptop How-To/configuration
• Password resets
• PIV card PIN reset
• Software install/reinstall
• Wi-Fi/AnyConnect How-To/configuration
• Service Request ticket creation assistance using ServiceNow

Confidential

Asset Inventory Analyst /Consultant

• Responsible for counting of all assets within the storage spaces daily to ensure no discrepancies within the system.
• Creation of Excel spreadsheets to keep track of all the devices received, decommissioned and or counted for the AOC.
• Troubleshooting of printers, laptops, desktops, and apple devices.
• Helped set up equipment to be used for meetings
• Set up new workstations to be used around the Capitol campus.
• Refreshed user’s old devices with new ones.
• Maintained the accuracy of the number of items in stock as they are both received and distributed.
• Provided toner and other small consumables to customers within the building while building face-to-face customer relationships.
• Monitoring of all the assets that are associated within the AOC.
• Decommission of old devices and providing records of all devices decommissioned.
• Calling in for issues that may not be solved and can be fixed with warranty through the company that provided the device.
• Experience with using Microsoft Outlook as our main source of communication.

Confidential

Help Desk Technician at Census Bureau/Consultant

• Field incoming calls and emails while monitoring the Remedy queue
• Complete all password resets for Census Decennial Active Directory, and various other applications as needed
• RSA Token administration
• Escalated tickets to appropriate tier 2 or 3 groups
• Remedy ticket system (Creating a new incident or request and/or updating information on existing tickets)
• Researched, analyzed, and resolved basic software, network, and hardware questions and problems received by phone, email, or other means
• Document customer information and detailed problem descriptions in the Service Desk ticket
• Use the Knowledgebase to research and resolve customers problems as needed
• Developed new solutions to frequently occurring problems for inclusion into the Knowledgebase
• Provide base level IT support to company personnel
• Researched issues on various computer systems and databases to resolve complaints and answer inquiries
• Informed customers about issue resolution progress
• Supported customers having data connectivity issues
• Utilized SharePoint site to access various applications
• QA Remedy tickets
• Utilize Sametime Instant Message to respond to users
• Utilized Microsoft Outlook to communicate with other members of the team.

Confidential, Washington, DC

Tier 2 Support

• Provided level 2 end-user technical support for Windows 7, Microsoft Office 365, Network connection
• Installed software, modified and repaired hardware and resolve technical issues
• Displayed courtesy and strong interpersonal skills with all customer interactions
• Developed quick reference guides to assist end-users with challenging software application features
• Managed Windows 8 and Windows 7 workstations
• Used the Knowledgebase to research and resolve customers problems as needed
• Developed new solutions to frequently occurring problems for inclusion into the Knowledgebase
• Provideed base level IT support to company personnel
• Researched issues on various computer systems and databases to resolve complaints and answer inquiries
• Informed customers about issue resolution progress
• Utilized and monitored Office 365 email que to respond to customers
• Use of Microsoft Office 365’s excel, PowerPoint, outlook, and word to maintain support within the DOH office space.
• Helped with the installation of servers and switches throughout the DOH building.
• Terminated fiber and cat6 cables to assist with the needs of the Network team.
• Studied cisco meraki switches as well as attended online webinars to explain their functions and uses in different environments.

Confidential

Tier 1 Support Contractor

• Installed software, modified and repaired hardware and resolve technical issues
• Displayed courtesy and strong interpersonal skills with all customer interactionsTECHNICAL SKILLS
• Developed quick reference guides to assist end-users with challenging software application features
• Managed Windows 8 and Windows 7 workstations
• Ensured that Remedy tickets are resolved and completed to the client’s satisfaction
• Active Directory - Account creation, Password resets, Group policies
• PC refresh and migration XP to Windows 7 and 8
• Processed incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, fax and desk side
• Provided initial troubleshooting of problems including root cause analysis for desktop, laptop and printers (local/network)
• Provided level 2 end-user technical support for Windows 7, Microsoft Office, Network connection
• Updated ticketing system to reflect work in progress or completed
• Took classes that helped us to better utilize Microsoft office 365 in work environments.
• Knowledge and understanding of numerous software packages and operating systems.
• Extensive background in Customer Service.
• Highly skilled in installing, repairing, and troubleshooting computer hardware and software.
• Works well independently or in a group setting.
• Knowledge of networking devices and printers.
• Ability to multitask while maintaining the quality of results.
• Excellent analytical and problem-solving skills.
• Efficiently builds loyalty and long-term relationships with customers while consistently achieving individual call volumes.
• Responsible and mature associate who thrives in fast-paced environments and enjoys working as part of a team to achieve customer satisfaction.
• Experience with using Microsoft Office 365.

SKILL:

• Technical Skills: Windows XP, Vista, 7, 8, and 10, VDI, Active directory, SharePoint, Remedy, Microsoft Word, X-Panel, Microsoft Excel, Skype for business, Microsoft Office 365, Bomgar, Cat6 Cable Making, Fiber Cable Making, Service Now, Adobe Troubleshooting, WebEx Knowledge, Cisco Any Connect, Remote Control services,
• Certifications & Training A+ Certification, DMC-E, DMC-D, DMC-T, MOS Outlook.
• Interests Actively pursuing Security+ and Network+. Going for Security+ first. Later studying pen-testing once a thorough understanding of Sec+ has been had.