SUMMARY

• Proactive, self - starting, self-motivated, results-oriented strategist with numerous years of experience in technical support and the drive to meet the needs of a demanding business environment along with demonstrated ability to meet deadlines and set priorities.
• Strong written and verbal communication skills with excellent interpersonal skills, problem solving and analytical abilities.
• Fluent written & spoken English; Speak Urdu/Punjabi/Hindi fluently and obtain a basic understanding of the Spanish language.
• Flexible and a fast learner with innovative professional ability to thrive in a fast paced, growth oriented environment.
• Skilled in Remedy and ITSM Ticketing Systems.
• Experienced with Microsoft Office applications and system monitoring.
• Manage Active Directory (AD), Organizational Units (OUs); Create new user accounts and setup e-mail in Microsoft Exchange.
• Configure, manage and modify e-mail distribution lists for various departments, users and groups.
• Creation and installation of VoIP phones, setting up Enterprise Activation and Outlook Synchronization.
• Enable, restrict and modify user permission rights in the network and particular files and folders.
• Diagnose, document and resolve technical issues surrounding Windows 7, MS Office, e-mail, and internet connections.
• Troubleshoot hardware/peripherals such as PC internal components, local and network printers as well as e-copy machines.
• Windows administration-troubleshooting login issues, monitoring printers, troubleshooting various departmental applications.
• Knowledge of configuration and installation of RSA Tokens for remote VPN connectivity for clients.

PROFESSIONAL EXPERIENCE

Confidential, Washington, D. C.

IT Operational Applications Support Specialist

Responsibilities:

• Serving as an information resource on Bank processes and procedures by coordinating, handling and management of troubleshooting and technical support provided at x32121 for all World Bank Group & IFC Staff.
• Create, monitor and track tickets in BMC Remedy ITSM enterprise application to ensure SLAs are met and high quality customer service is delivered and maintained whilst providing support in a 24x7 environment through communication, collaboration and coordination between relevant departments ensuring thorough handling and resolution of client inquiries, questions and concerns.
• Providing assistance in preparing, drafting, formatting, editing, uploading, downloading and submitting key and routine project documents and correspondence throughout implementation of the unit’s work program as per its portfolio requirements and proje ct pipeline displayed in relevant control points, timetables, project cycles and milestones.
• WB Operations Portal, WB Docs, SAP o PADs, PCNs, ICRs, ISRs, ASAs
• IFC Operational Applications, iDesk, iPortal, Advisory Services Operations Portal (ASOP), IRP, EPMS, etc.
• IDD, PDS-Concept, IOM, PDS-IR, PDS-Commitment, PDS-Signing, PDS-Disbursement, BI Reports and more.
• Remote Access, RSA Tokens, Cisco AnyConnect, GoMobile, Webex, Jabber, Mobility, Telecom, Outlook and COTS.

Confidential, Ashburn, VA

AFSSOC Computer Technical Support Analyst

Responsibilities:

• Provided initial fault assessment, isolation and resolution in support of the AFSS program whilst coordinating with Flight Service Operations Center Team through communication and troubleshooting support for FAA and other external clients.
• Analyzed reported issues, created detailed trouble tickets and routed tickets to appropriate technical support teams for resolution as required.
• Generated and maintained reports on incoming calls and issue reporting metrics.
• Performed diagnostic testing, troubleshooting and analysis of all system components based on documented procedures.

Confidential

Sr. Service Desk Analyst

Responsibilities:

• Monitored and tracked ITSM tickets to ensure Service Levels are met.
• Configured systems to user specifications.
• Provided daily Desktop Support Services (DSS) as well as assisted running call’s for TSS for First Call Resolution (FCR).
• Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, and remote systems.
• Replaced system components, i.e. displays, network and video adapters.
• Provided local and remote desktop support for corporate headquarters and various locations nationwide.

Confidential, Centreville, VA

Service Desk Technician/Internal PC Support Specialist

Responsibilities:

• Utilized Remedy Ticketing System to prioritize tickets to maintain and optimize all available resources.
• Coordinated with team to ensure rapid response times and follow-up with customers.
• Processed customer orders, prepared correspondence and fulfilled customer needs to ensure customer satisfaction.
• Procured, received, documented and tracked inventory of all computer equipment and software licenses.

Confidential

Service Desk Analyst

Responsibilities:

• Played a key role in ensuring a proficient workforce and significantly reducing system downtime.
• Provided extraordinary customer service to clients by establishing and accomplishing high customer satisfaction standards through presenting effective solutions to clients' issues.
• Assisted customers over the phone with any technical troubles by providing step-by-step approach to resolving the issue.
• Worked closely with Tier II and III teams to escalate any client issues requiring in depth research and development of a solution.