SUMMARY:

Professional well driven Desktop Support technician /Customer Service Representative with 9 years of experience that's looking to obtain a challenging career that will enable me to utilize and expand my experience. I’m seeking an environment that fosters learning and . And I’m a skilled customer service representative with proven ability to motivate teams, to maximize productivity. I'm a self - motivated representative with the ability to do multiple tasks with little supervision.

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

Service Desk Analyst

Responsibilities:

• Receive request from customers and create service records in EAMS for hardware moves and deployments.
• Update tickets and notify customer on status of request daily.
• Ensure that each EAMS record does not exceed the 6 hour SLA.
• Contact customers and ensure the tickets requiring information from customers do not exceed the 3day maximum response deadline.
• Contact other groups on the status of service records when needed.
• Follow the whole progress/tasks of each assigned service records until the request is complete and customer is satisfied.
• Attend weekly meetings with Request Fulfillment team to discuss changes, updates and any other concerns.
• Navigate customers through the Confidential website to obtain needed information.
• Give customers instructions on how to access and complete Patent and Trademark forms.
• Assist customers with Patent and Trademark searches on the Confidential Website.
• Troubleshoot desktop and laptops running Windows XP and Windows 7 operating systems and other information technology applications related to the Confidential IT infrastructure according to the OCIO Policies and Procedures.
• Log all calls using Remedy (EAMS) by creating tickets for every call and email that is received.

Confidential, Fort Belvoir, VA

Desktop Support Technician

Responsibilities:

• Refresh project for entire agency upgrade from Gateway’s 475’s to new Dell Laptop’s.
• Other responsibilities include creating incident tickets for every call received using Heat ticketing system and managing the ticket for inception to resolution.
• Adding user’s through Active Directory.
• Handle and answer all customer inquiries, my duties also include laptop configurations, ghost imaging, password resets, downloading software programs, and some blackberry installs.
• Along with investigating and resolving all customer complaints to insure customer satisfaction, responsible for providing Level 1 and Level 2 Remote Help Desk Technical Support. Desktop support and special projects support for software, hardware & IT related issues to Federal customers & contractors.
• Other support functions, serve as a technical point of contact for troubleshooting for hardware/software PC and printer problems.
• Analyze, repair, install and configure software applications on all IT customer computer systems or related equipment in accordance with standard operational procedures.

Confidential, Fort Belvoir, VA

Desktop Support Technician

Responsibilities:

• Responsibilities include creating incident tickets for every call received using Heat ticketing system and managing the ticket for inception to resolution.
• Adding user’s through Active Directory.
• Handle and answer all customer inquiries, my duties also include laptop configurations, ghost imaging, password resets, downloading software programs, creating and maintaining templates using VBA, Concordance v9 also some blackberry installs.
• Along with investigating and resolving all customer complaints to insure customer satisfaction, responsible for providing Level 1 and Level 2 Remote Help Desk Technical Support.
• Desktop support and special projects support for software, hardware & IT related issues to Federal customers & contractors.
• Other support functions, serve as a technical point of contact for troubleshooting for hardware/software PC and printer problems.
• Analyze, repair, install and configure software applications on all IT customer computer systems or related equipment in accordance with standard operational procedures

Confidential, McLean, VA

Help Desk Technician

Responsibilities:

• Responsibilities include assisting customer's with application support via telephone and email for various financial management systems in a call center environment.
• Achieve caller satisfaction by handling the call in average time parameter/first call resolution and captures all relevant information in the incident record.
• This position is also responsible for creating incident tickets for every call received. Managing the ticket for inception to resolution while handling and answer all customer inquiries, my duties also include investigating and resolving all customer complaints to insure customer satisfaction.

Confidential, Washington, DC

Help Desk Technician

Responsibilities:

• Duties included answering the help desk calls in a call center environment; recorded customer's information and problem description, assisted with troubleshooting and resolving hardware, operation systems and application issues.
• Responsibilities also included researching, identifying and responding efficiently to located system related problems, configured, installed and maintained computers and peripherals.
• This position was also responsible for monitoring the backlog keeping all supervisors informed of potential problems in the work flow.