TECHNICAL SKILLS:

Printer support: Dell and Lexmark printers

Software: Office 365, SMS Desktop, Windows Vista, Windows 7 and Windows 10

PROFESSIONAL EXPERIENCE:

Confidential, Woodlawn, MD

CSR (Customer Service Representative)

• Provides problem reporting and resolution services to a wide variety of agency network customers for numerous LAN/WAN devices, system platforms, Commercial Off - The-Shelf (COTS) software, and agency-specific applications and IT hardware.
• Follow all provided processes and procedures as they pertain to initial contact, data backup, tear down, OS and program installation, data restore, follow-up and follow-on trouble shooting.
• Provides Level 2 technical support in the implementation of these new technologies; which includes desktop/operating system upgrades; workstation, laptop and printer refreshment; and other new technologies as introduced.
• Provide assistance with Top Secret pin numbers and productions pins via mainframe
• Troubleshoot mainframe and secure print issues
• Update security agent via McAfee Anti-Virus Software
• Reset and manage accounts in Quest ESSO as needed for each customer that contact the helpdesk
• Required to troubleshoot and document tickets assigned to the Problem Management Queue, in conjunction with special projects. The problem management queue is a queue for Level 2 assigned problems.
• Between implementation of projects, assists the IT Call Center- Call Service Representatives (CSRs). Provides telephone assistance on an as needed basis to avoid accumulating customer calls in the wait queue.
• Provides day-to-day problem consultation to the CSRs to assist with first time problem resolution.
• Dell Premier Access Certified

Confidential, Washington, DC

IT Analyst

• Logged, received and tracked trouble tickets for assignment to technical specialists for trouble tickets systems. 
• Tracked actions and ensured that customer tickets were resolved, and closed in a timely manner. 
• Provided telephone support to end - user community on hardware, software, and network related problems and inquiries. 
• Provided limited assistance to users within the Treasury Department and Corporate Expense under the banking division. Promotion to the investment division of the bank to assist with productivity apps and partnerships.
• Help Maintain and assist the end-users from International Finance Corp. with their internal applications and databases. (such as iPortal, iDesk, IRP, and Investment Ops) 
• Diagnosed first- and second- level problem resolution with end-users by assisting them with a step-by-step approach to determining problem, classification level, level of priority. 
• Provided Remote Access Support for Citrix, eCitrix, VPN any connect, Microsoft Extend 360 Access.worldbank.org and Active Directory for end-users. I have performed multiple duties within production systems throughout the International Finance Corp. (Creating Projects and Partners within each system. Also recording data as requested for each submission)  
• Followed up with existing tickets/inquiries, as appropriate. 
• Provided steps and extended assistance with All World bank Operational Applications (Such as; Ops Portal, Sap, Business Intelligence, Mobile Iron....etc.) 
• Updated basic applications including Java, Microsoft and Adobe to assure optimum system performance for customers. Also keeping record of all updates made and group policies pushed to user s machines and devices.

Confidential, Washington, DC

IT Help Desk Specialist

• Logged, received and tracked trouble tickets for assignment to technical specialists for trouble tickets systems. 
• Tracked actions and ensured that customer tickets were resolved, and closed in a timely manner. 
• Provided telephone support to end - user community on hardware, software, and network related problems and inquiries. 
• Diagnosed first- and second- level problem resolution with end-users by assisting them with a step-by-step approach to determining problem, classification level, level of priority. 
• Responsible for imaging Windows 7 software program on standard laptops, desktops and tablets. 
• Provided Remote Access Support for Citrix, VPN, Checkpoint Endpoint Security, and Active Directory for end-users. 
• Followed up with existing tickets/inquiries, as appropriate. 
• Installed 32-bit and 64-bit Oracle, SAS, and Toad for Oracle on 30 HP Laptops. 
• Installed and updated basic applications including Java, Microsoft and Adobe to assure optimum system performance for customers. 
• Performed administrative support to staff and end users as necessary.

Confidential, Baltimore, MD

IT Specialist/ Email Migration Tech

• Installed software and hardware and support PCs, printers, servers and related equipment. 
• Provided verification of software license tracking and PC maintenance, upgrades and configurations. 
• Assisted users with managing PC setup and deployment using standard hardware, images and software. 
• Modified configurations, utilities, software default settings, etc. for the local workstation. 
• Installed, tested and configured new workstations, peripheral equipment and software. 
• Configured and created static IP addresses. 
• Vnc desktop remote access to assist users on their workstations as needed running on a city network. 
• Imaged laptops and desktops when necessary with the help of systematic instructions. 
• Maintained inventory of all software and hardware track incidents service requests in Help Desk software Provided help desk support for IT incidents received via telephone, email, Help Desk app or desk side assistance to resolve problems to the end users satisfaction. 
• Diagnosed problems to provide solutions quickly to each individual as needed. 
• Providing service to the Baltimore City Police Department with deploying cell phones from Blackberry devices to LG2 devices. 
• Identified each officer and higher superior by sequence numbers and verifying information. 
• Used back up assistance on blackberry devices to save all data to transfer over to new device provided if eligible. 
• Configured new device by contacting Verizon and activating phone 
• Setting up emails through our generic Gmail accounts. 
• Set up emails for each individual user by their departmental email account with downloading the "Good enterprise" app from play store and configuring the app to sync with every user's Outlook account. 
• Deleting generic accounts so the device only reads user's departmental email address. 
• Completing an upgrade from Microsoft Office 2003 to 2010 on XP and Win 7 machines. Uninstalling Novell group wise and installing and configuring Microsoft Outlook manually through the control panel>users account>mail>show profile. 
• Creating a new outlook account and setting the exchange server to sync with user's account set under the city's server.

Confidential, Largo, MD

Help Desk Analyst

• Data entry of all incidents into Problem Management System. 
• Provided timely updates to incidents according to Support Center guidelines; 
• Worked with Java, NOVA and Polaris between different end - users. 
• Configured and troubleshoot issues with school learning systems and web sites. 
• Interacted with other internal clients or departments and other support groups to ensure quality service and support. 
• Escalated ticket client level support or other support groups all complex problems or issues according to procedures established. 
• Communicated effectively and regularly with internal groups, as well as with Client 
• Maintained extensive knowledge.

Confidential, Woodlawn, MD

Customer Service Rep

• Assigned end - users orders in computer system. 
• Provided customers with product and service information. 
• Troubleshot and/or dispatched products and services. 
• Transferred customer calls to appropriate staff. 
• Identified, researched, and resolved customer issues using the computer system. 
• Followed up on customer inquires not immediately resolved. 
• Recognize, document and alert the supervisor of trends in customer calls. 
• Recommend process improvements and other duties as assigned. Create tickets and dispatch to vendors in necessary (ex. HP, Dell etc). 
• Escalated problems and tickets to higher level if needed. 
• Provided end-users with "How to" instructions(such as removing and inserting cables, reset printers and other hardware, uninstall, reinstalling software and hardware, and researching data if needed using SSA intranet and Microsoft internet)

Confidential, Woodlawn, MD

Computer Operator

• Created, Processed, and printed out Social Security notices, documents, and cards 
• Monitor processing for errors and troubleshoot problems when possible, while keeping a written log of problems and resolutions applied; notify shift manager of any problems/interventions. 
• Monitor processing to ensure forms are correctly printed, job name matches forms printing, paper is properly aligned, print quality is satisfactory (i.e. no smudges, light print, unaligned barcodes)