PROFESSIONAL PROFILE

• Extensive background in Customer Service Customer Retention and an Experienced Help Desk Professional
• Proven ability to meet client Technical needs and requirements
• Persuasive with the ability to communicate effectively as in trouble shooting and problem solving
• Strong background and experience in Web Hosting
• Solid experience in the use of Active Directory
• Ability to maximize resources to achieve customer satisfaction
• Department of Defense Secret Security Clearance
• Computer skills include Windows-UNIX/LINUX-VoIP-Oracle-Remedy-SCCM-TCP/IP Networking HTML-Front Page-Dream Weaver-Citrix

PROFESSIONAL EXPERIENCE

PC TECHNICIAN COMPUTER STAGER/IMAGER

Confidential

• UN-boxing, boxing and Staging HP and Dell computers to be imaged for windows XP and 7 Staged, migrated and deployed computers that were imaged for windows XP and 7 per clients specs Via SCCM
• Monitoring staged computers for any issues like uninstalled software, Etc. Correcting any issues that may occur during the imaging process
• Checking computers meet the QA standards provided before shipping
• Responsible for the PC and network setup and configuration for the Navy, including the Naval Support Activity Yard, naval and marine bases in CONUS and OCONUS
• Deploy and replace PCs, laptops and hardware for the bases

DESKTOP SUPPORT / DATA ENTRY TECHNICIAN

Confidential

• Entered medical prescriptions for Doctors and patients via VAX
• Updated patients information on prescription via Compass
• Added doctor information to the data base via VAX
• Updated doctor information to the data base via VAX

HELP DESK ANALYST / TECHNICAL SUPPORT

Confidential

• Received incoming and made outbound calls and Self-service tickets from the Service Now ticketing system
• Assisted users with connection, email, browsing and access issues to Local VPN Networks
• Account setup for users in Seibel, Accelerator, Solution Center, Oracle, Granite, Etc. using Active Directory and Web-Ex
• Remote Trouble shooting for users in Seibel, Accelerator, Solution Center, Oracle, Granite, Etc. VIA SCCM or Web Ex
• Answered technical questions for users in Seibel, Accelerator, Solution Center, Oracle, Granite, MS SCOM Etc., XML
• Push Software out to user's computers upon request VIA SCCM or Web Ex
• Assisted with Windows 7 upgrade and migration on all internal systems
• Provided software and hardware support, Responsibilities included software installation, testing of software
• Administrated/Configured Citrix/Windows Servers per clients' specifications
• Utilized Remedy Tracking system to track incidents, record troubleshooting techniques, and resolution of every ticket items. In addition,
• Utilized Remedy in assigning tickets to the appropriate technical support personnel and in providing individual technical staff reports for performance reviews by the senior management
• Performed escalation functions as assigned, which included answering telephone or written inquiries from customers, analyzing, recording, researching problems, and coordinating customer support requirements in Remedy
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Email address and distribution list creation and editing using Active Directory
• Configure, troubleshoot, and maintain users' laptops, desktops, peripherals, and network connections to and at work sites

CUSTOMER SERVICE/SUPPORT SPECIALIST

Confidential

• Received incoming and made outbound calls
• Assisted customers with cell phone connections issues and general cell phone issues using various systems such as Citrix, Remedy, Etc.
• Assisted customers with connection, email, browsing and cell phone app issues using various systems such as Citrix, Remedy, Etc.
• Answered technical questions for customers and fellow team members
• Accepted payments and answered billing questions for customers and fellow team members

ADVANCE PRODUCT GROUP SUPPORT PROFESSIONAL TEAM LEAD / TECHNICAL SUPPORT

Confidential

• Received incoming and made outbound calls
• Assisted customers with phone connections issues and general phone issues
• Assisted Customers with trouble shooting issues with Front Page, PowerShell, VB Scripting, XML and Siteminder
• Answered technical questions for users about Seibel, Accelerator, Solution Center, Oracle, Citrix, MS SCOM Etc., XML
• Answered technical questions for fellow team members as a Team Lead
• Monitored called for fellow team members as a Team Lead for quality assurance
• Took Supervisor escalations from fellow team members
• Administrated/Configured various systems, sites and servers utilizing DNS, MS Clustering, TCP/IP protocols
• Installed and configured new user accounts and trained users on how to use them.
• Provide support for wireless, and LAN connections on Dell laptops, and workstations
• Provided software and hardware support, Responsibilities included software installation, testing of software. mentorship to entry level team members , via SCCM
• Install, repair and maintain telecommunications equipment
• Tested new technologies as they emerged such and new/old modems, new/old routers, etc.
• Account setup for users in Seibel, Accelerator, Solution Center, Oracle, Granite, Etc. using Active Directory and Web-Ex

WEB HOSTING TECHNICIAN TEAM LEAD / TECHNICAL SUPPORT

Confidential

• Received incoming and made outbound calls
• Assisted customers with FTP, Web Publishing issues
• Assisted customers with debugging Perl, Java and Flash scripts
• Assisted Customers with trouble shooting issues with Front Page, PowerShell, VB Scripting, XML and Siteminder
• Assisted customers with connections, email and browsing issues
• Answered technical questions for customers using various systems, Citrix, Remedy, Vantive/PeopleSoft, Etc.
• Assisted customers with connections, email and browsing issues
• Answered technical questions for customers
• Answered technical questions for fellow team members as a Team Lead
• Monitored called for fellow team members as a Team Lead for quality assurance
• Took Supervisor escalations from fellow team members
• Administrated/Configured various customers systems, sites and servers utilizing MS Windows Server, MS SQL Server, IIS, Domino Lotus Server 8.0, MS Clustering and TCP/IP protocols
• Administrated/Configured Citrix/Windows Servers per clients' specifications
• Installed and configured new user accounts and trained users on how to use them via SCCM
• Provide support for wireless, and LAN connections on Dell laptops, and workstations
• Provided software and hardware support, Responsibilities included software installation, testing of software. mentorship to entry level team members