Objective

• Seeking a position with an organization where I can utilize my skills and experience to improve operations, increase profitability, while sharing and building my technical experience.

• IT systems support
• SCCM/WSUS Support
• Process Documentation & Improvement
• IT Technology Lifecycle
• SDLC
• Stakeholder Presentations
• Proficiency in the following technologies (MS Office Suite Win 8/7/XP/Vista Windows Server 2003/2008) Project
• Visio
• Access
• Active Directory Management
• Blackberry/BES support
• RSA Administration
• Software Asset Management applications
• VMWare ESX
• Video conferencing support(Skype Tandberg WebEx Lync)
• ITSM Best Practices
• Data Analytics/Pivot Tables
• MS Exchange Admin
• Project Based Assignments
• Vendor Management
• IT Service Delivery

PROFESSIONAL EXPERIENCE

Confidential, Washington, DC

Helpdesk Support Specialist

Responsibilities:

• Using attention to detail; handle incoming calls and system alerts, log and refer calls and alerts as appropriate, and assist users either in person, over the phone, or both.
• Provide lower - level technical and end-user support for commercial PC operating systems, Commercial Off The Shelf (COTS) and/or custom applications.
• Implement inventory management through tracking user equipment/accessories, sending/receiving replacement computers/parts and performing database updates to reflect status and resolution of any user problems.
• Perform routine account management such as: resetting passwords, unlocking accounts, and modifying user groups.
• Diagnose causes of PC and server hardware problems/failures and perform resolution activities.
• Install boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections.
• Work with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.
• Responsible for logging and tracking incident and problem issues throughout the incident and problem lifecycles, as well as communicating with the affected customers to keep them apprised of restoral status in accordance with approved processes and procedures.

Confidential, Jacksonville, FL

Customer Service Representative

Responsibilities:

• Worked on the Department of Education (DMCS) contract; following federal guidelines to resolve student loan default inquiries.
• Assisted Department of Education student loan borrowers with exploring repayment options for defaulted student loans.
• Answered inquiries from Credit Bureaus, Lending Institutions, and Universities regarding the status of borrower’s defaulted loans.
• Issued repayment options, forms, and letters for borrowers to begin the rehabilitation process for their student loans.

Confidential, Jacksonville, FL

Field Services Manager

Responsibilities:

• Achieved and exceeded specific target metrics as defined in the Service Level Agreement (SLAs) as well as other goals defined by the client (CSX) or senior management.
• Developed and managed processes to efficiently respond to and resolve end user technical issues while delivering end users with exceptionally high quality customer service.
• Monitored incident ticket queues throughout the day and provided direction to technicians as needed to ensure all SLAs were being achieved.
• Prepared daily, weekly and monthly metrics reports and conducted meetings to analyze trends and metrics.
• Responsible for all staffing functions for the team, including hiring, terminating, performance management, development and training.
• Provided direction and guidance to desktop support technicians to allow them to adequately fulfill the needs of the end-user in a timely fashion.
• Provided recommendations as it related to end-user computing technologies for the organization; provided solutions for departmental initiatives.
• Participated in disaster recovery planning and testing; developed, maintained and tested contingency plans.
• Consulted with senior management to coordinate end-user technologies and computing plans with the other business plans.
• Ensured delivery of end user services are in alignment with the Information Technology Infrastructure Library framework and the corporate vision.
• Interacted regularly with other technology teams as well as external suppliers for the purpose of maintaining product and system knowledge.
• Worked collaboratively with the IT Help Desk to ensure a fluid transition from Level 1 to Level 2/3 support.

Confidential, Jacksonville, FL

Open Systems Technician

Responsibilities:

• Provided technical support, maintenance, monitoring and reporting in a technology diverse Production Server Environment.
• Used various support tools to process, triage, and escalate various server farm alerts for a large-scale server environment (4300+).
• Provided support and direction during high severity issues requiring bridge line conferences for collaborative resolution.
• Actively monitored Production Environment server farm against service levels.
• Monitored servers for proper operation, to ensure system uptime and availability.
• Maintained/monitored job scheduling systems and reported unsuccessful deployments.
• Tested program, system, and/or hardware/software changes and patches for successful implementation.
• Coordinated support of installations of all products, includes smoke testing and validation.
• Responded to processing problems and client requests.

Confidential, Jacksonville, FL

Group Technical Manager

Responsibilities:

• Oversaw overall North America IT desktop operations for the client through proper management of the vendor.
• Responsible for managing vendor performance as per a managed service contract.
• Conducted daily meetings with vendor’s management team to review SLA metrics and local support ticket volumes to ensure proper closure and follow-up procedures are followed.
• Coordinated management of technical resources through vendor’s management team.
• Oversaw SLA Management including incidents, problems, configurations, service requests, etc. in an ITIL based framework.
• Conducted regular reviews of Operations metrics to ensure successful alignment with service contract.
• Delivered weekly reporting to the Regional Service Manager to provide a high level overview of the progress of Local Services.

Confidential, Baltimore, MD

VSB Technical Support Rep II - Team Lead

Responsibilities:

• Created technical documentation to outline proper usage of key PC functions and usages.
• Created team policies to ensure successful delivery of services, and to provide a framework for repeatable service activities.
• Established internal benchmarks and key performance indicators to measure performance and provide reporting to the customer.
• Delegated service tickets to the team to ensure even distribution of workload.
• Oversaw completion of desktop/LAN/printer support duties by my technical team to ensure delivery of excellent support to client.
• Adjusted team schedules to accommodate special requests (time off, business needs, projects, etc.) and customer needs.
• Monitored service ticket queues per SLA requirements, to ensure timely resolution of technical issues in scope of technical responsibilities.
• Led systems refresh projects, which involved allocating and training resources on operating procedures.
• Completed project-based assignments as needed by client, including providing documentation, reports, or instruction to users and senior level management.
• Prepared technical and non-technical information as required to complete technical projects to assist end users in understanding project objectives, and goals.
• Created technical processes that expedite resolution, and enhance customer experience.
• Resolved client issues in an efficient and cost effective manner, keeping client downtime to a minimum.