Summary:

Over 8 years of technical support experience. Strong knowledge of Windows Operating Systems, Active Directory - password resets/account creations/removals, etc and Networking Skills. Excellent communication and customer support skills.

Technical Skills:

Networking:

• Installation/Uninstallation of all Operating Systems
• Setup and maintenance of computers/printers/networks
• Installation/Configuration of HW/SW
• Disassemble/reassemble of computers and printers
• Familiarity with Healthcare Systems
• Familiarity with Routers and Switches
• Knowledge of portability devices such as laptops/Blackberries etc
• Experienced in some Cisco/Juniper commands using UNIX/Linux
• Experienced with working hands-on/remote issues
• Experienced in using TCP/IP, DNS/DHCP as well as other networking essentials
• Experienced in the work of all laptop/desktop computers
• Experienced with the use of Symantec Ghost products
• Experienced using Altris Rapid Deploy for deployment /imaging of distributed server hardware
• Experienced with AutoSys/VMS/NetBackup jobs/restore requests
• Experienced in handling backup tape media
• Experienced in Procurement and Technology Sales

Operating Systems:

• Windows 2000/XP/Vista/7
• Microsoft Exchange 2003/2007 Server
• Microsoft SQL 2008 Server
• Windows 2000/2003/2008 Server
• Microsoft Office 2003/XP/2007/2010
• Active Directory password resets/account creations/removal
• Novell using NDS for password resets/account creations/removal
• Remote Desktop
• Familiarity with McAfee Security/Norton 360/Symantec Anti Virus
• HEAT/Tivoli/Right Now/OPS Console/Remedy Web-based/CA On Demand Ticketing Systems
• Familiarity in using 3Map/XLR to search interfaces/ip's/ports and Net Analyst to test circuits
• Unix/Linux server experience

Employment:

Confidential

Help Desk Support Specialist

• Receive calls for the Military Services with computer/network issues
• Planning and organization experience
• Providing excellent interpersonal as well as oral written communication skills in working with users and their supervisors as well as VIP's for better service
• Maintaining good interpersonal relationships with clients/Supervisors as well as co-workers in work environment
• Creating/resolving/Transferring requests/incidents in the US Army CA On Demand ticketing system for Email Migration issues.
• Assisting with updating/transferring Web Tickets from users to their appropriate organizations/units

Confidential

Access Control Administrator

• Set up accounts in Active directory as well as other databases in a timely manner.
• Planning and organization experience
• Provided excellent interpersonal as well as oral written communication skills in working with users and their supervisors for better service
• Maintained good interpersonal relationships with clients/Supervisors as well as co-workers in work environment
• Created/resolved change orders in CA On Demand ticketing system.
• Once accounts are completed, I set users up in the CA Help Desk and Portal
• Project Management involved where I have the ability to update data and procedures for better performance

Confidential

Tier 1 Technician

• I was trained for a little over 2 weeks on how to support customers/work with a majority of vendors
• Maintained good interpersonal relationships clients/Vendors as well as co-workers and other service technicians in the work environment
• Contacted vendors to get updates from dispatches out/Estimated Time of Arrival/Estimated Time to repair as well as updated customers of progress
• Project management methodologies experience
• Helped take orders as well as checked them for software/hardware compatibility
• Worked with non-government procurement teams for ordering and tracking as well as reporting status of orders
• Used TCP/IP, DNS, DHCP as well as other networking essentials such as VPN/Ethernet
• Used UNIX/Linux to verify if circuits were up/down, passing traffic or taking errors as well as how to find routers/circuits by using Juniper/Cisco command shells
• Troubleshooting and problem solving experience
• Opened sub cases for the Carrier Escalation Desk/was trained to ebond tickets to better work w/ vendors and customers
• Transferred/assigned tickets to Tier 2 techs/Transport groups if needed
• Used Net Analyst and other telecommunication databases to test circuits as well as bring them up/down or how to search for routers/circuits
• Opened tickets/close tickets after verifying service has restored for customer using OPS Console Ticketing System

Confidential

Customer Helpdesk Analyst

• Was trained for 2 weeks on how to work/support Forest Service employees
• Reset passwords for certain applications including Active Directory/Lotus Notes after verification was identified
• Troubleshooting and problem solving experience
• Walked/performed immediate analysis with Forest Service employee till problem was resolved
• Maintained good interpersonal relationships Forest Service employees as well as co-workers in work environment
• Walked Forest Service employees through Symantec Endpoint Protection scans when their systems are out of date
• Transferred tickets to Tier 2 if there was no possible resolution to problem
• Used remote desktop as needed for installations of software/hardware
• Assisted Forest Service employees with remote access issues using documentation through our ticketing system which provided excellent customer service
• Opened/closed calls using the Right Now Ticketing System

Confidential

Help Desk Technician

• Was trained for three weeks on how to work/support online students with login and classroom issues over the phone
• Reset passwords for all online students when needed/walked them through browser maintenance to resolve certain issues which provided excellent customer service
• Troubleshooting and problem solving experience
• Worked emails from online students in ticketing system with login problems between calls
• Transferred students to the appropriate party pertaining to issues we did not support

Confidential

Help Desk Agent:

I was trained for a month to assist Best Buy employees with computer problems over the phone. I was laid off from contract due to change in plans with Best Buy employees.

Confidential

Help Desk Technician:

• Was trained to assist clients with computer problems over the phone
• Reset passwords using Active Directory as well as reset passwords for other Corporate Applications
• Monitored progress on certain interfaces to make sure they are running properly
• Answered emails that were sent by clients with computer problems/performed immediate analysis till problem was resolved
• Troubleshooting and problem solving experience
• Contacted clients by email/phoned them once problem was resolved which provided excellent customer service
• Opened/closed calls using the HEAT Ticketing System