SUMMARY:

A technically astute IT professional with strong experience providing help desk support to corporate clients. Accomplished, and experience, technical expertise in the areas of PC and desktop support across Windows Networks and Telecommunications. Recognized for expertise and coordination of special projects, supervision of technical teams; and translation of the technical jargon into non - technical terms.

TECHNICAL EXPERTISE:

Software: MS Office, Avaya, Remedy, MS Exchange, Microsoft Active Directory, SharePoint; Symantec Ghost, Motive, Crystal Reports, iPlanet, VPN, Siebel Critix, Macintosh, Numara FootPrints, Track, and WebEx

Operating Systems: MS Windows XP,Vista, Windows 7, Macintosh, and UNIX

PROFESSIONAL EXPERIENCE:

Communication Technician /Help Desk Specialist

Confidential, Herndon, VA

Responsibilities:

• My primary responsibilities focus on customer service and IT support of services and applications via a call center facility.
• Responsible for Help Desk environment supporting 70,000 plus users within the Customs and Border Protection.
• Demonstrated excellent customer service skills.
• Primary responsibilities focus on customer service and IT support of services and applications via a call center facility.
• Troubleshooting performed with remote access tools via the telephone.
• Interfaces with multiple levels of users, management, and technical staff.
• Provides low to moderate level of customer service support for office automation applications, personal computers, and printers.
• Accurately documents and reports problems to technical staff for resolution.
• Categorizes and prioritizes service requests by maintaining Remedy tickets with up-to-date status information.
• May interact with network services, software systems engineering and/or application development to restore service and/or identify and correct core problems.
• Recommends systems modifications to reduce user problems.
• Refers more complex problems to senior level.

Confidential, Washington, DC

Help Desk Analyst

Responsibilities:

• Provide assistance in the verification of HAP payments, verifying error messages on Voucher and tenant data in the Mainframe System.
• This support requires that I interface with Contract Administrators, Vendors, Agents, Project Owners, Project Managers and Service Bureaus.
• Train users, via telephone, experiencing problems with system configurations, also responsible for tracking incoming calls while routing calls & building solutions at the time of each call for all systems. Real Estate Management Systems (REMS):
• Responsible for providing assistance for Confidential Employees, Industry Users and Security Administrators with questions concerning Contract Processing, Loan Information and Subsidy Type for several properties, also provide assistance in verifying if contracts or projects are currently active.
• Multifamily Delinquency and Default Reporting System (MDDR): Duties include: providing assistance to Lenders in submitting a delinquency, default reinstatement of electronic submissions related to loan information on a monthly basis.
• This assistance requires me to follow the MDDR users guide step-by-step in assisting users completing the electronic submission.
• Active Partners Performance System (APPS): Provide assistance to Confidential Employees and Housing Industry Partners in submitting a Confidential form 2530 for certification that initiates the approval of electronic certification.
• This assistance requires me to follow the APPS users’ guide step-by-step in assisting user in completing the electronic submission for property approval.
• I am responsible for providing assistance for the Confidential ’s Field Offices, which includes assistance in processing and TRACKING applications.
• I am responsible for escalating Password Resets, also Data Corrections to the correct point of contact for completion.

Confidential, College Park, MD

Responsibilities:

• Provide Desktop computers and LaserJet printers support with high level of customer soft-skills.
• Provide procedural documentation, and trouble-shooting hardware, software and other technical difficulties.
• Duties include setup, support and troubleshoot of multimedia equipment including video conferencing, teleconferencing and presentation equipment.
• Monitor and submit the Help Desk work requests through emails, telephone, person-to-person and voicemails.
• Perform the tasks to assimilate basic technical material independently to develop the skills need for supporting communication hardware and software.
• Maintain and organize IT inventory area. Providing basic hardware and software updates to generally users.
• Familiar with types of telecommunication, Nortel, Alcatel, Cisco, Avaya and Verizon equipment and systems.
• Knowledge and experience with Cisco switches and routers, familiarity with working in a secure networking environment.
• Experience working with vendors to maintain and ensures quality customer service to all technology users.

Confidential, Washington, DC

Customer Support Representative/Technical Specialist/Floor Lead

Responsibilities:

• Demonstrated an interest in the structure of communications software at detailed levels and perform the tasks to assimilate basic technical material independently to develop the skills need for supporting communication hardware and software such as system utilities and network operating systems, workstations and related components.
• Supervised Customer Support Representatives with day-to-day operations in support of Confidential internal/external web- and non-web applications
• Generated Crystal Reports, verify synchronization across multiple, simultaneous projects.
• Participate in activities to support the rollout of new systems and contribute to the establishment of future programs.
• Managed, mentored, and developed FTE customer service representatives. Served as the primary lead for all technical problems in support of a Class 1 operation on a rotational basis
• Installed, configured, and maintained operating systems, Microsoft Office Software, New software releases, and system upgrades
• Duties included initial setup, using Symantec Ghost to re-image of Desktop and Laptop workstations, configured, troubleshooting
• Create and maintain internal imaging process. Performed testing, maintenance, and enhancing of workstation setup procedures.
• Ability to provide business justification to explain why data does not match and prove that this does not result in business risk/impacts.
• Provided technical support for Confidential mortgage products and services

Confidential, Rockville, MD

Implementation Specialist

Responsibilities:

• Developed customized implementation script for Medical Community software installation
• Provided support of electronic commerce
• Implemented and supported corporate data systems, specifically for medical and publishing clients in a nationwide network and multiple state hubs
• Trained technical teams in the installation and configuration of company data systems

Confidential, Washington, DC

Senior Computer Operator/Help Desk Support Technician

Responsibilities:

• Administer, configure, and updated services to client through Mainframe, Personal Computers and terminals
• Performed installation, upgrading and configuring instructions to users through written and oral communications.
• Provided local and remote desktop support for internal clients
• Monitored and troubleshot LAN, mainframe, network printing, and user access issues
• Diagnosed and resolved hardware and software problems related to routers, printers, mainframe terminals, desktops, WAN, LAN, and computer equipment.
• Demonstrated an interest in the structure of communications software at detailed levels and perform the tasks to assimilate basic technical material independently to develop the skills need for supporting communication hardware and software such as system utilities and network operating systems, workstations and related components.