TECHNICAL SKILLS

• MS Office(Word
• Excel
• Access
• PowerPoint
• Outlook)
• Windows XP/Vista/7
• Macintosh
• Unix
• DOS
• Internet(IE
• Firefox and Opera)
• PeopleSoft
• McAfee
• Norton
• Spybot
• Firewall
• Spyware Doctor
• SAMS
• Remedy
• Adobe Acrobat
• Entitlement/Openvision
• Peregrine Service Center
• Pegasys
• SRAS
• VPN
• SMS Remote Access
• Password RX
• Active Directory and Point Sec

PROFESSIONAL EXPERIENCE

Confidential, Present Beltsville, MD

Help Desk Support

Responsibilities:

• Support employees from several Federal Government agencies(DOJ, DHS, HHS, VA, etc.) that use Electronic Official Personnel Folder(eOPF) application to access their Government employment related documents.
• Provide eOPF users with instructions on obtaining their login username/password along with instructions on username/password reset in the event of login failure.
• Assist eOPF users with unlocking their eOPF accounts upon success of the eOPF user answering their personnal security questions.
• Walk eOPF users through the instructions of locating, opening, and printing their documents in eOPF.
• Escalating trouble tickets to the appropriate HR department that supports the eOPF user's Federal Government Agency in the event that the eOPF user is unable to locate their documents in their eOPF account and/or there are documents in the user's eOPF account that belongs to a different Governent employee.

Confidential, Washington, DC

Data Center Support

Responsibilities:

• Input tapes in the Data Center Room in preparation for backup schedules.
• Prepare Inventory of backup of tapes for off site storage.
• Perform duplicate tapes for placement in off site storage security area.
• Provide required security escort duties for authorized individuals to the Data Center.
• Review console messages and notify the appropriate personnel of any detected errors with job runs.
• Monitor the temperature readings in the Data Center.

Confidential, Wheaton, MD

Customer Service/Sales

Responsibilities:

• Spoke with several Home Health Administrators throughout America via outbound calling to get them to resubscribe for the 2011 ICD - 9 Medical Coding Books.
• Input sales records into the Advantage software application.
• Created a Spreadsheet to sort out the completed sales and customer follow ups.
• Trained new users operating the Advantage software application.

Confidential, Bethesda, MD

Operation Support Engineer

Responsibilities:

• Monitoring Confidential Video on Demand Network Servers using monitoring tools to identify potential problems and resolving them before escalating to outages effecting Video on Demand Customers.
• Escalating a Service ticket for Server Outages to the higher level support and send emails to the Operations Support Team notifying them of the Server Outages.
• Analyzing incoming emails and answering calls from Confidential Dispatchers in relations to resolution updates of the Video On Demand Processing Delays.
• Provide information about Imake’s Entitlement/Openvision software to Confidential Sports technicians and escalate their inquiries to the IT Support Manager in regards to technical difficulties with remotely accessing certain files within the application software.
• Run Existing Scripts requested by the supervisor.
• Stopping R3 Secondary Server Processor(s) until the processing delays on R3 Primary Server Processor is resolved.
• Creating a call /email log summery spreadsheet recording the number of calls/emails received during the work shift then email the documents to the Operation Support Team.
• Sending a detailed Daily Report email to the Operation Support Team stating the completion of any project assignments and technical failures that were resolved.

Confidential, Largo, MD

Customer Account Executive/Tech Support

Responsibilities:

• Support 40-75 calls daily.
• Supported customer's that used Windows OS(XP and Vista) and Macintosh.
• Diagnose and resolve technical difficulties that involve internet and phone services in a timely manner.
• Assist Customers with using email/webmail.
• Instruct the customers on downloading and installing McAfee Anti-Virus which is part of the Confidential High Speed Internet Package.
• Resetting user's Login Accounts as Requested.
• Answering and Resolving Billing and Sales Related Questions.
• Rebuilding customer's Billing Accounts.
• Scheduling Field Technicians to go to the customer's home for installation, repair/replace equipment, repair connection outages, etc.
• Coordinate with Confidential Dispatchers on modifying the schedule appointments for the field technicians.
• Create all trouble calls into TTS/Remedy Tracking System and give the customers their ticket record number.

Confidential, Washington, DC

Customer Support

Responsibilities:

• Answer end-user support calls, e-mails, and voice mails from Customers that have technical issues with login, processing credit card logs, or processing documents for approval.
• Create a trouble ticket in the pegasys appliation after analyzing the customer's technical issues.
• Escalate the trouble ticket to the authorized technician to further resolve the issue.

Confidential, San Francisco, Ca

IT Help Desk/Tech Support

Responsibilities:

• Diagnosed and resolved end-user support calls and e-mail tickets in regards to technical issues with Outlook and other MS Office Applications.
• Map customers to the specific Network and Prime Printers.
• Walked customers through resolving printer errors.
• Instructing customers on how to power cycle/reset Laptop Docking Stations.
• Login as Windows Administrator to reset customer’s login account when locked out of Windows.
• Use Remedy software to record trouble tickets and escalating tickets to the available Dispatcher.
• Escalate request tickets to a specified technician through Remedy.
• Instructing customers through the steps of resetting their Blackberry.
• Escalate the assigned troubleshooting tickets from the Dispatcher(after he/she leaves work for the day) to the available higher level technician.

Confidential, Rockville, MD

IT Help Desk/Tech Support

Responsibilities:

• Assist customers who were unable to login to the FDA Cisco VPN.
• Reset Customers VPN token PIN Mode by their requests.
• Login as Windows Administrator to Remotely reset customer‘s LAN account in Active Directory.
• Unlock the customer’s Windows LAN account if they are unable to log into Windows.
• Reset the Point Sec password by the customer’s request.
• Troubleshoot FDA affiliated programs that customers were unable to operate.
• Troubleshoot assigned e-mail and web tickets using the Peregrine Service Center.
• Diagnose and resolve technical issues when trying to open Outlook e-mail files, Adobe Acrobat PDF files, and MS Word Document files.
• Map customers to the specific Network Printer Servers.
• Resolved Technical Issues with Outlook Migrating to the Windows 2003 Server.
• Enter trouble tickets into the tracking system Peregrine Service Center.
• Escalate trouble tickets to specific assigned groups whenever a customer request for new Accounts, repairs and replacements of PC/Laptop/Monitors, receive Network, Hardware/Software, and handheld devise(Blackberry) Failures.