PROFESSIONAL SUMMARY:

Offering 10 years Technical Support/Call Center experience in successfully combining innovative solutions and executive challenges in a diverse operational, administrative, and customer service environment. Consistently enhanced and improved the overall effectiveness and efficiency of organizational operations.

COMPUTER SKILLS:

Proficient with Microsoft Windows XP 32: bit, Windows 7 64 - bit, Microsoft Office 2003, 2007 and Office 2010; Microsoft Exchange; Verities 9 & 11; Active Directory (Windows Environment); applications (Win7, Office 07/10 and SharePoint), Virtual Private Network (VPN); Remedy 2.5; EAMS Middleware Component; SMS (Systems Management Server\Site Database); Remote Assistance - Windows XP Professional; Interaction Client - Win32 Edition; Client Manager; Call Pilot, Team Viewer, LogMeIn, VM Infrastructure Client & VMware Virtual Center; Imaging Professional; Nortel Networks (MCS); Ontrack Easy Recovery Professional; Linux; Intermediate ArcGIS; Access; OpenOffice

PROFESSIONAL EXPERIENCE:

Contract Documents Technical Support

Confidential, Washington, DC

Responsibilities:

• Have good telephone technique with the ability to speak in a professional and courteous manner assisting users remotely.
• Respond to inbound calls from members along with non-members. Assess service and resolve’ needs of the user.
• Provides courteous and professional customer service in responding to both e-mail and phone requests for technical assistance from end users of the Confidential Contract Document Software.
• Superior oral and written communication skills
• Able to communicate extremely complex and technical information clearly and concisely to internal and external customers.
• Perform troubleshooting for: Windows based laptops, desktops and printers, Commercial (Office, Outlook, Adobe, etc) and agency-specific software.
• Communicate ideas and recommendations to all levels within the department using tact, common courtesy, persuasion, and discretion to achieve objectives
• Ability to work under pressure and meet deadlines with frequent interruptions and redefined priorities.
• Ability to handle unusual situations effectively and respond positively to new ideas
• Familiar with other systems designated as necessary to the job
• Thorough knowledge of Microsoft Operating Systems, Suites and web-based applications (Win7, Office 07/10 and SharePoint).
• Able to contribute to the overall success of projects and programs within the Service Desk.
• Exhibits high call/incident quality and strong technical skills.
• Through troubleshooting issues provides recommendations to increase software functionality.
• Troubleshoots issues with Confidential Contract Document Software installation and configuration.
• Identifies researches and resolves technical, functionality and formatting issues resulting from the Integration of the Confidential Contract Document Software with Microsoft Word/Excel.
• Compiles and submits written cases of issues and resolution for inclusion in our internal knowledgebase.
• Provides feedback on new and emerging computer products and technologies and how they relate to Confidential Contract Document software through knowledge obtained from customer interactions and software/hardware testing.
• Supports specialized needs of Confidential Team as necessary.
• Work independently and as a team member to research relevant issues and continue contact with the client until all issues have been resolved.
• Handles or leads special projects as assigned.
• Make outbound calls as needed.
• Participates in special projects and performs other duties as assigned.

Principle Helpdesk Analyst

Confidential, Alexandria, VA

Responsibilities:

• Analyzed and process PC-related user requests.
• Provide service center/helpdesk operations, including optimizing networks, configuring workstations, and diagnosing installation and troubleshooting of related network components.
• Plan, install, test and implement software packages with the use of SMS. Communicate technical information to both technical and non-technical personnel.
• Adhere to change management and control procedures for systems.
• Offer prompt and courteous customer service to over 10,000 end-user, Client Support Admin (CSA), and Network Computer Center (NCC) phone support.
• Familiarity with Active Directory creating, modifying, moving and assigning mailboxes, and restore distribution list.
• Unlock and reset passwords, disable accounts. Add/remove users on the network, granting permissions. Create, add, delete and restore user accounts.
• Troubleshoot over a 100 or so USPTO US PTO (United States Patent and Trade Office) web base application.
• Apply VPN Service and Remote Service.
• Set up Outlook/Exchange accounts. Adding, deleting and restoring.
• Familiarity with Remedy trouble ticket system, Document and track trouble calls to final resolution.
• Document and track trouble calls to final resolution.
• Solid understanding of HTML web language and TCP/IP
• Create; update, monitor and assign remedy tickets, adding and removing Remedy accounts.
• Familiarity with Quick Ticket (Activity Form).
• Follow priority matrix for Enterprise Service Desk (ESD).

Technical support Specialist /Deployment Manager

Confidential, Washington, DC

Responsibilities:

• Strong ability to handle customer complaints in a courteous, professional manner.
• Excellent communication skills, both verbal and written.
• Provided technical analysis of problems along with administering Antivirus.
• Provided operations, applications programming and end user support when required.
• Developed documentation including end-user documentation, installation instructions.
• Issued logging, analysis, reporting and management.
• Maintains records on repairs, down time, changes and updates
• Maintained upgrades modified and replaced hardware, software and network components.
• Provided basic application software, hardware and Web applications support.
• Responsible for the managing and scheduling of computer deployments and migrations, managing the technical support lifecycle from an open ticket to closing a ticket reporting results.
• Managed and monitored core service operations of configuring hardware, software and re-imaging machines, insuring integrity and efficient operations.
• Tested new systems and software ensuring programs meet objectives/specifications.
• Prepared activity progress reports daily making recommendations for improvements, identifying problems and solutions.
• Other duties include adding new users to Active Directory, trouble shooting Lotus notes, providing QA to newly migrated computers and the sanitization of old equipment.
• Skilled in the following areas: Quality Management, Communications at all levels of the organization, customer expectations management, mitigation planning and implementation, vendor management. Relational Database Management Systems (RDBMS) experience (SQL & Access).

Help Desk Support/Office Manager

Confidential, Silver Spring, MD

Responsibilities:

• Significant interaction with IT management, staff, HR and other Administrative Assistants.
• Monitored, operated and maintained hardware, software, and networks for computing platforms.
• Configured, assembled and installed microcomputers, workstations and/or peripheral equipment.
• Performed first line support for service interruptions such as printer routings, power outages, wiring problems, and malfunctioning servers.
• Escalated unresolved problems to expedite resolution.
• Maintained disaster recovery procedures for LAN and related equipment/software.
• Upgraded, modified and replaced hardware, software and network components.
• Performed system backup and recovery activities with the use of Verities 9 & 11.
• Created, maintained and reset user login identification (user id) information and login scripts in Active Directory.
• Monitored system performance, gathered data, and prepared management reports.