SUMMARY:

Customer - focused, Senior Service Desk Technician with more than 10 years of experience with a wide range of knowledge in computer operating systems, software applications, and hardware. Exceptional customer service and communication skills; consistently conveying competence and care for all end users. Successful in both team and self-directed settings to accomplish day to day task, or larger, long term projects and major deployments. Strong analytical and problem-solving skills. Demonstrated ability to effectively multitask and perform with a sense of urgency for rapid issue resolution.

SKILLS:

• Multi-Tier Service Desk Support
• Active Directory
• User Training & Documentation
• ITIL/ITSM
• Project Management
• Networking
• IT Lifecycle & Technology Planning
• ServiceNow
• Customer Service

TECHNICAL PROFICIENCES:

Platforms: Microsoft Windows (All Versions), Mac OS (All Versions), Windows Server, Apple iOS, Android

Hardware: HP, IBM, Lenovo, Dell, Mac, Intel and AMD Based Servers, Laptop and Desktop Platforms, Printers, Copiers, Scanners, Multi-Function Devices, Projectors, Mobile Devices - Cellular and Data

Applications: Active Directory, Adobe Suite, Adobe Creative Suite Master Collection, AirWatch, Antivirus, Bomgar, CASE Tools, Content Management Systems, Excel for Applications Development, Ghost, Go To Meeting, HTML, ITSM Tools, Live Meeting, Magic Helpdesk Tools, Microsoft Access, Microsoft Office Suite, Microsoft Project, Microsoft SharePoint, Microsoft Visio, Office 365, Oracle B/I Publisher, PaperFlow, PaperVision, Partition Magic, PC Anywhere, Rave Reports, Remedy, ServiceNow, State of Maryland Non-Case Systems, Virus Scan, VMWare, VM Ware Horizon, VMWare Mirage, ZENWorks

Databases: MySQL, Oracle, SQL Server, SQL Server Analysis Services, SQL Server Reporting Services

Networking: Active Directory, LAN/WAN, TCP/IP, Wireless 802.11 a/b/g/n, DNS, WINS, DHCP

EXPERIENCE:

SeNIOR Production Support analyst

Confidential, Woodlawn, MD

Responsibilities:

• Help Desk team stands responsible for high quality and technically skilled verbal and email communications with the system client, system users, Insurance Companies (both medical and drug) nationwide, pharmaceutical associations, medical liaisons, and beneficiary advocacy groups supporting both major communities.
• Monitors and responds to emails; manages the delivery of broadcast emails to Confidential users; and ensures the disposition of trouble tickets related to the Confidential .

SeNIOR Service desk technician maryland judiciary

Confidential, Annapolis, MD

Responsibilities:

• Responsible for providing technical and customer support - via phone, remote tools or on-site, to over 6,000 Judiciary Users, 60,000 Attorneys and other Judiciary Partners.
• Support of all IT Equipment (Laptops, Desktops, PCs, Printers, MFDs, Mobile Devices) and Software at Circuit and District Court Locations, as well as the Administrative Office of the Courts Locations across the State of Maryland.
• Assist with user account management using Oracle. Provide training to end users as required.
• Work independent and in team environments on day to day tasks, as well as major projects and deployments.
• Troubleshoot and repair PCs, laptops, printers, and other various hardware/equipment.
• Imaging and installation of desktop equipment using Judiciary imaging processes and applications.
• Use of ServiceNow as an incident management system to address and document issues, problems and changes, and for asset management purposes.
• Supported and maintained hardware using VMware solutions - Including Mirage and AirWatch, as well as the Microsoft Deployment Toolkit (MDT) for imaging and remote support. Software support and troubleshooting for Judiciary in-house applications as well as COTS applications and programs. Mobile device support for Android and iOS devices.
• Network diagnostics & troubleshooting to ensure device connectivity to the Judiciary network. Assisted users with password resets, and account troubleshooting for all Judiciary systems. Authored documentation, including training guides, and SOPs published to both SharePoint and the ServiceNow Knowledgebase.
• Utilized Active Directory to troubleshoot account issues, update account information and join users and devices to the domain.
• Daily tasks in project management, leading teams and planning resources on large scale deployments and upgrades.
• Creation and management of project schedules to ensure deadlines are met and resources are tracked.
• Research solutions to lingering open IT issues, providing details for resolution, and recommendations to management as requested.
• Daily ownership of all open tickets and issues to ensure the customer receives what they need to continue to work without interruption or extensive delays.
• Performed rapid hardware and software upgrades and installations for multiple Judiciary initiatives, including MDEC as well major operating system upgrades (Windows 7 & Windows 10).
• First Call Resolution of more than 80 multi-tier user calls daily.
• Mastery of internal Judiciary software and applications to author technical guides and documentation.

Social Security Adminstrator

Confidential, Woodlawn, MD

Responsibilities:

• Performed IT system administration and maintenance on multiple production systems.
• Monitored systems for proper operation, and ensured appropriate preventive actions and remediation necessary for issues that arise.
• Maintained configuration and log files for weekly review and analysis.
• Responsible for providing installation and troubleshooting for all customer hardware and software.
• Regularly reviewed hardware and software issues to recommend updates to procedures, products or processes accordingly.
• Performed testing and quality assurance of approved procedures, often identifying alternative solutions and corrective actions as necessary.
• Provided multi-tier support for various types of IT equipment, software, application packages, and peripherals including mobile devices for customers in various physical and remote locations.
• Ensured a timely process through which problems are identified and remediated ensuring a controlled environment. This included the problem recognition, research, isolation, resolution, and follow-up steps.
• Demonstrated an ability to work well in fast-paced environment, often multi-tasking various competing priorities, and the necessity to change. Provided ongoing kudos for being a team player always making a commitment to the team approach.

Customer Service Analyst

Confidential, Woodlawn, MD

Responsibilities:

• Used Remedy as an electronic ticketing system to manage and document electronic inquiries.
• Performed follow-up, completion, and daily management of open aging electronic ticket inquires.
• Researched and analyzed data and take appropriate action needed to complete tasks.
• Handled issues for the HBOSC Team.
• Participated in weekly management meetings to report on the tracking of issues, and to present reports based on the analysis requested of ongoing topics.
• Provided customized information technology solutions with an emphasis on customer service and to make sure that our clients needed only one call, for any of their technology needs.
• Knowledge of the data management systems and gaining the responsibility for providing analytics from these systems and presenting it to management on a weekly basis.