CAREER SUMMARY

Information Technology graduate seeking to obtain a Tier II position offering experience and demonstrated abilities in an IT working environment. Current and prior experience providing Tier I level help desk and desktop support. Studying for Security Certification. Skilled in resolving technical problems in a help desk environment. Considerable knowledge of customer service techniques to include understanding customer needs and effectively communicating options for problem resolution. Considerable usage of Remote Assistance DameWare, PCDuo, Windows Remote Assistance-Win7, Citrix Skillful in using VMWare, Service Center, Service Now, HEAT and WAW ticketing systems. Working knowledge, skills and abilities supporting various operating systems. Helped users log in VPN Client with security token. Extensive experience using Active Directory. Demonstrated ability to effectively manage time and capable of working on multiple, complex projects independently. Experienced with Microsoft Office applications. Basic understanding of security principles. Strong communication and problem solving skills. Excellent attention to detail. Resolve problems/issues and make effective decisions. Current user of Windows 7 and Microsoft Office 2010.

TECHNICAL SUMMARY

• Business O/S: Citrix, Windows 7/Vista/XP/2000
• Business Software Applications: MS Office Suite Word, PowerPoint, Excel, Outlook, Publisher, Visio
• Active Directory, Lotus Notes, Microsoft Exchange
• Hardware: Cisco Switches and Routers, printers, fax machines, phones
• Topologies: Ethernet, LAN, WAN, Wi-Fi
• Networking Tools: Cisco VPN Client

RELEVANT EXPERIENCE

Confidential

Information Technology Specialist

Point of contact for all IT related questions, problems, and or services to provide rapid initial response, thoughtful matching of difficult cases to the appropriate experts and careful tracking of all cases in the automated Customer Relationship Management CRM system from receipt to resolution to successfully meet the organizational objective. Follow Support Center Standard Operating Procedures SOP and established Service Level Agreements SLA's to research, analyze, troubleshoot, and resolve customer requests. Demonstrates excellent customer service and communication skills when contacting customers, gathering information, identifying the root cause, and resolving IT related issues. Create and assign tickets using VMWare ticketing system.

Confidential

IT Application Data Service Desk Analyst

• Provided LOB users with first level support for questions or issues regarding automated systems. Responded
• to and resolved inquiries and requests for assistance with facility computer systems and provide a superior
• customer support experience for users. Analyzed and provided hands-on support for simple to moderate
• inquiries. Determined appropriate technical area or vendor to resolve the problem and coordinates with
• other technical areas, as needed. Maintained documentation for each incident or request and escalate
• complex problems to the next level of support per documented procedures. Effectively worked with users,
• Service Desk and Technical Services personnel. Created tickets using ServiceNow ticketing system. Ensured proper documentation of incoming calls by providing accurate customer data and detailed problem description and resolution utilizing supported issue tracking software. Remoted in user's machine using DameWare and/or Windows Remote Assistance. Maintained a professional and pleasant manner using proper customer service skills. Adhered to and supported BB T Scott Stringfellow standards, policies and procedures. Took ownership of service tickets and ensured appropriate follow-up.

Confidential

Infrastructure Support Specialist

• Supported project manager on assisting users with the Windows 7 migration project to include
• Desktop/Laptop setup, Cisco 5505 routers and Avaya VoIP telephones. Troubleshoot, installed and configured
• hardware and software as needed. Mapped user's appropriate drives. Had user to share desktop or main
• monitor via Microsoft Office Communicator. Initiated bridge lines. Unlocked user account in Active
• Directory. Guided users with logging in VPN Client with security token. Communicated with customers in respect to scheduling of support calls. Responded to complex questions from end users and provided assistance. Escalated any issues to the next organizational support layer.

Confidential

Help Desk Specialist

• Provided first-level technical assistance and problem resolution for all users with computer systems,
• software and applications problems. Responsible for providing help desk support with Citrix MetaFrame,
• VPSX print server and EDGE mainframe. Created tickets using HEAT ticketing system. Reset and unlock
• user's account in Active Directory. Used remote assistance to shadow users working in virtual desktops
• using LANDesk Software and/or Citrix Delivery Services Console. Reset/unlocked user passwords for
• Citrix, MS Outlook and mainframes. Escalated critical tickets to Network Operations Center NOC .
• Supported users with tethering and VPN Client. Communicate with the NOC on critical tickets in a timely
• fashion. Monitored site outage board to include switches, routers and NAGIOS alerts.

Confidential

Help Desk Analyst

• Provided Tier I level support for members navigating company website for member accounts via telephone
• and email correspondence. Created help desk tickets using WAW ticketing system. Escalated Tier II level
• tickets when required. Navigated various mainframes to gather/verify member information for account
• registration/login. Troubleshoot browser issues related to members failed login and/or registration. Used
• claim systems WGS, FACETS, NASCO. Issued username and reset passwords. Documented
• troubleshooting steps in enterprise system and prepare tickets for escalations.

Confidential

Information Technology Specialist Trainee-

• Acted as first line of defense for all Information Systems-related issues. Provided on-site Desktop Support
• assistance to staff. Assisted Network Manager resetting user passwords. Handled VPN setup for users.
• Created Microsoft Exchange accounts. Supported Windows Active Directory user accounts, policies and
• security settings. Installed and configured printers. Performed installation of CAT 5 network cabling
• system. Collaborated with network specialists and security specialists to prevent recurring problems. Set up
• peripheral devices such as printers, routers, scanners, plotters, digital cameras and Blackberry's.
• Ghost/image laptop computers. Performed special tasks.

Confidential

Customer Services Technician-

• Expected to follow established policies and procedures along with interpreting and administering state and
• federal regulations. Adhere to Privacy Act. Handled customer transactions using multiple PC modules in
• person Customer Service Center and over the phone DMV Call Center . Used Oracle to inquire on
• refund disbursements. Processed applications in person and online for driver, dealer, motor carrier and
• vehicle registration along with and titling, tax collection, IDs, and other DMV related services. Handled
• customer transactions using multiple PC modules. Other duties include administering electronic/written
• driving tests and vision tests with customers.