SUMMARY:

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Senior Desktop Specialist

Responsibilities:

• Provides second and third level desktop support to 2500 federal and contract employees using Windows 7 Professional in an Active Directory network through deskside assistance, remote control ( Confidential /RDP) and telephone assistance; analyzes, assesses MS Office, proprietary and market data software; implements developed software and hardware configurations on Confidential and Confidential devices according to the business requirements; liaises with vendors for hardware and software clarification; communicates findings with system engineers, direct report, peers, network administrators and customers; provides mobile support for IOS device e - mail activation; adheres to all service level agreements and overall information technology policy.

Administrative Office

Confidential, Washington, DC

Responsibilities:

• Provided information technology desktop service support to federal and contract employees maintaining a service request work queue using Remedy to track, resolve and document root cause; provided second and third level support for Windows 7 operating systems, Dell end user hardware, off-the-shelf and internally developed software and remote access provided mobile device support using AirWatch; imaged laptops using Confidential and Ghost for new and existing users, hardware life-cycle replacement and corrupted Windows operating systems provided first level network administration support, which includes DFS Share control; communicated findings with network engineers, all levels of management and peers; used asset tracking system to maintain accurate hardware inventory maintains a flexible work schedule to resolve or assist in resolving high priority incidents updated and created documentation on all procedures as required.

Confidential, Washington, DC

Technology Support Analyst

Responsibilities:

• Coordinated technology support delivery for 450 legal customers in an Active Directory Network environment; interviewed, hired, trained, and supervised contractors for medium to large hardware and software migration projects; ensures functionality of desktop systems throughout departments by regular checks and maintenance; collaborated with network engineers, software developers, departments heads, trainers, vendors, and customers to implement all life cycle updates and or upgrades improved customer support request response times by more than 50% through aligning service level agreement policy with customer support activities preserving customer confidence; coordinated systems, hardware, and software reviews for life-cycle upgrades reviewed and monitored service desk technology in a progressive effort to ensure alignment with the current standing operating procedures; served as the escalation point for all hardware and software service requests documented root cause findings using reports, email, and presentations.

Confidential, Alexandria, VA

User Support Specialist

Responsibilities:

• Served as the information technology team lead contracted to Confidential & Confidential providing customer support to 350 legal users collaborated with managers, engineers and users to develop standing operating procedures for all incidents reported; directed the customer support team towards resolving backlog service requests exceeding 250 service calls in less than 30 days while maintaining ongoing support services; monitored service desk calls and responded to all escalated events collaborated with supervisors, managers, and department heads to communicate and resolve concerns regarding current support practices planned, configured, tested, and deployed a consistent Windows XP desktop and laptop image across the firm resulting in a 65% reduction in service request calls.

Confidential, Franconia, VA

Senior Desktop Support Specialist

Responsibilities:

• Provided customer support to the International Programs Center a division of the Confidential in a Novell Directory Services and Active Directory hybrid network environment performed systems administration support, client side configuration implementation and support; maintained network connectivity and support for user access, data integrity, and file security for the desktop environment; planned tested, and deployed a progressive desktop and laptop image for Windows 98 Professional, Windows 2000 Professional, Windows XP Professional across the IPC directorate articulated findings, issues, and outcomes to support team and customers.

Confidential, Washington, DC

Desktop Support Specialist, Acting Supervisor

Responsibilities:

• Provided desktop support to the Law and Public Policy department customer base of 650 customers in a Novell Netware and Windows NT network environment Windows 3.1/NT/95a-b/98 operating systems supervised and mentored three junior support personnel towards providing and maintaining effective technical customer support; collaborated with network engineers, application developers, trainers, and managers in an ongoing progressive customer support effort; maintained the service request queue and distributed service requests to support personnel; configured computers for IBM Mainframe 3270 and 5250 emulation, internet access, remote dialup services various ODBC database services, and early versions of off-the-shelf software such as Office and WordPerfect products identified and advised on all issues related to client computer systems.