I have successfully passed a "Public Trust" background check with both the Social Security Administration and the Federal Communications Commission, and would have no problems obtaining additional security clearances.
- Proven track record for knowledgeable, dependable, reliable, and consistently superior support services
- Over twenty years of Help Desk, Technical Support, Customer Service and Management experience
- Ability to work independently with little or no supervision but still be a team player
- Imaginative problem solver with exceptional organizational and computer skills
- Extraordinary troubleshooting and diagnostic skills gained from years of experience
- Ability to identify problems and plan, initiate, and implement new ideas and strategies as needed
- The desire to learn, and the demonstrated capacity to learn quickly
07/07 - 02/10 Help Desk Technician Confidential - College Park, MD Help Desk duties included, but were not limited to, logging all my activities in a custom trouble ticket tracking software, promptly responding in person to phone and email requests for assistance, installing hardware and software, creating "ghost" images of various systems for replication, troubleshooting all hardware and software issues, installing and updating drivers, Microsoft patch management, removing viruses or malware, resetting passwords, remote connection (VPN) assistance, inventory of all computers and related equipment, etc., as well as many conference room setups for up to 400 guests, involving teleconferencing equipment, multiple guest workstations, sound systems, and guest laptop connections. Since this was an in person Help Desk, I was also responsible for training and technical support on all Microsoft Office applications and as needed for all 350+ users of the American Association of Physicists in Medicine, the American Association of Physics Teachers, the American Institute of Physics, the American Physical Society, and the Niels Bohr Library.
04/05 - 07/07 Help Desk Technician Confidential - Washington, DC This was a government contract position throughSI International. As one of 5 Help Desk Technicians I was responsible for training, troubleshooting and technical support for 2,500+ F.C.C. users on all Microsoft Office applications, hardware and software issues, remote access, permissions, access to network resources via VPN, email archive restoration, profile restorations, etc. This was a "call center" Help Desk, so all of our work was done via remote access. We had strict call metrics that had to be adhered to and all contacts with clients had to be well documented in Remedy tracking software. This position required a "Public Trust" background check as much of the information was strictly confidential.
02/92 - 11/02 IT Manager & Network Administrator Confidential - Buffalo, NY (02/92 - 01/95) Network Administration for 40+ users running under several Windows Server environments. Responsibilities included the initial creation and maintenance of the network environment, creating and maintaining all Microsoft Access databases, the company website, and all hardware and software installations and repair. The company closed from early 1995 until reopening in late 1998. (11/98 - 11/02) Upon my return to the company I was also responsible for potential agent interviews, new hire paperwork, training, payroll, productivity tracking and motivation for customer service agents. Campaigns included AT&T, MCI and other major long distance service providers.
01/95 - 11/98 Help Desk / Customer Service / Technical Support Manager Confidential- Buffalo, NY Call Center Technical Support and Customer Service Specialist - Campaigns included Claris FileMaker Pro, Kipplinger TaxCut, Adaptec, Asymetrix, Cheyenne, Intergraph, Qualcomm Eudora, Trispectives, Corel WordPerfect 6.1, Suite 7 and Suite 8, Visioneer scanners, and many others. I also managed the Intuit Quicken 6 and Sony DSS technical support divisions.
FORMAL EDUCATION Bachelor of Computer Science
References, full work history, and company contact information gladly furnished upon request.
KEYWORDS: Hardware Support, Software Support, Desktop Support, Technical Support, Windows NT, Windows 98, Windows XP, Windows Vista, Windows 7, Trouble Ticket, Call Tracking, Ghost Replication, Microsoft Patch Management, Security Updates, Remote Access, VPN, Active Directory, Profile Creation, Permissions, Inventory Tracking, Microsoft Office 2003, Microsoft Office 2007, Microsoft Office 2010, Licensing and Activation, Network Access, Network resources, Network Printer, Service Pack, Knowledge Base