PROFESSIONAL SUMMARY:

• Over 10 yrs experience in Customer Support/Service.
• Over 10 yrs experience assisting via telephone, email, or ticketing system.
• Over 10 yrs experience with prioritizing and coordinating work.
• Over 10 yrs experience documenting and creating “Job Aides” (to be used by Analyst and/or the Customer if it is an issue that they could resolve themselves but didn’t know how ).
• Over 10 yrs experience creating or assisting in the creation of reports to be used to obtain Metrics and build Knowledge Base databases.
• Over 20 yrs experience with supervising others.
• Manage User accounts via Active Directory and Enterprise Directory Management System (EDMS), creating accounts, modifying permissions, and transferring user accounts.
• Work with LAN/WAN networks, mid - range servers, government furnished equipment, personal computers, operating systems (Microsoft/Oracle/Unix), and Web applications.
• Manage software changes, install software and anti-virus updates, support integration of new applications and tools, maintain documentation and reporting to customer of software problems from users or field systems administrators.
• Manage Mobile Devices (Android, iPhone, iPAD) accounts. Trouble shoot device connectivity and application errors. Assist users with the setup and installation of profiles, operating system upgrades, and software updates.
• Problem solving using structural design techniques, data system design and development, and error recovery and security.
• Suggest improvements in computer help desk processes and operations; provide advice, guidance and direction to other help desk technicians with complicated user questions/requests.

TECHNICAL SKILLS:

Active Directory

Enterprise Directory Management System

Dameware Utilities

Remote Desktop Assist/Remote Desktop Protocol

Remedy Ticketing System

Secure SSH Client

Virtual Network Computing (VNC)

Microsoft Office Apps 97 2010

Microsoft Windows OS 98 2007

Wireless Devices (Androids, iPhones, iPADs)

PROFESSIONAL EXPERIENCE:

Confidential, Ashburn, VA

Help Desk Analyst

Responsibilities:

• Provided 24/7 support to over 85,000 members of the Confidential .
• Manage user accounts utilizing Active Directory and Directory Management Tool.
• Creating, modifying, and deleting users as required; ensuring users are members of proper groups and assigned permissions as required.
• Support provided via telephone, email, and within the Confidential ’s ticket reporting system CGFIX-IT (Remedy).
• Maximize efforts to sustain a high volume of First Contact Resolution (FCR) on all issues reported by users.
• Manage Mobile Devices (Android, iPhone, iPAD) accounts. Trouble shoot device connectivity and application errors.
• Assist users with the setup and installation of profiles, operating system upgrades, and software updates.
• When required, escalate user issues to outside agencies when beyond the capabilities of the Centralized Service Desk.
• Monitor and update users with current status of reported issues.
• Maintain and update job aides for known issues and create new job aides as required for newly identified issues.

Confidential, Denver, CO

Help Desk Specialist

Responsibilities:

• Service Dell Blade servers on a daily basis; continuously monitor feeds into DFG and destinations folder; monitor network and connectivity issues; enter, track, and resolve trouble-tickets, problem diagnosis, user assistance, user and maintenance documentation, and systems performance evaluation.
• Manage software changes, install software and anti-virus updates, perform virus detection/eradication, support integration of new applications and tools, conduct routine file back up for user and systems data, develop and maintain recovery tasks, maintain documentation and reporting to customer of software problems from users or field systems administrators.
• Maintain all files, monitor systems performance and all data feeds; maintain user and administrators log, and provide ad-hoc or periodic reports as well as monitor data destinations and provide real time visibility on system performance, timeliness and connectivity.

Confidential, Dumfries, VA

Help Desk Analyst

• Responsible for providing help desk support to users of custom Confidential applications via phonee - mail, and using a proprietary trouble ticket tracking system.
• This position also required research and analysis functions, compile specified research and data, and interpret basic research data.
• Responsible for weekly reporting of open/closed tickets.

Confidential, Herndon, VA

Help Desk Technician

Responsibilities:

• Primary point of contact to respond to user questions and requests for support regarding hardware, software, and network configuration/operations including logging on, accessing data systems and associated applications on the servers.
• Forward complex content or communications-related questions to appropriate Tier II Technicians.
• Follow up to ensure user questions have been adequately answered; maintain documentation of problem calls, resolutions and disposition.
• Suggest improvements in computer help desk processes and operations; provide advice, guidance and direction to other help desk technicians with complicated user questions/requests.

Confidential, Scott AFB, IL

Help Desk Analyst

Responsibilities:

• Primary point of contact to respond to user questions and requests for support regarding hardware, software, and network configuration/operations including logging on, accessing data systems and associated applications on the servers.
• Forward complex content or communications-related questions to appropriate SME POCs.
• Follow up to ensure user questions have been adequately answered; maintain documentation of problem calls, resolutions and disposition.
• Suggest improvements in computer help desk processes and operations; provide advice, guidance and direction to other help desk technicians with complicated user questions/requests.
• Work with network, mid-range servers, personal computers, operating systems (Oracle/Unix/Microsoft), and Web applications.