SUMMARY:

• 10+ years of customer service experience
• 9+ years IT/Helpdesk experience
• Proficient in Lotus Notes
• Have obtained, low level Confidential and House of Representatives, in - house only security clearance to perform domain password resets.
• Very familiar with Active Directory
• Desk Side support. Hardware and Software. Imaging & configuring Laptops and desktops as well as building images (WIN 7)

TECHNICAL SKILLS:

• Softwares/systems/databases: Active Directory, Outlook, Cisco VPN, Juniper, EXCEL,Word, Remedy(trouble ticketing), Lotus Notes, Timbuktu, Dameware, RDP, Net meeting, MS Access, MAS200, NETTERM (PATS), Works (P Card system), MAS200, PATS (NetTerm), Works, (ESP) Enterprise Spending Platform, Costpoint (DELTEK), Windows 2000, Windows XP, Windows 7, CheckPoint Endpoint Secuirty, Guardian Edge, ITSM (IT Service Management).
• Organizational, interpersonal, written and verbal communications skills, ability to perform comfortably in a fast-paced, deadline-oriented work environment, ability to successfully execute many tasks simultaneously, ability to work as a team member, attentional to detail, as well as independently and ability to work under standards-based performance measures

PROFESSIONAL EXPERIENCE:

Confidential, Confidential, VA

Technician II Customer Service (IT Help Desk)

• Image, reimage and configure laptops and desktops (Win7 XP) for all Confidential employees, new and existing
• Provide hardware and software repair for all Confidential owned laptops and desktops
• Coordinate Hard drive destruction with Confidential ’ vendor
• Provide customer service including verbal communication via phone and written communication via email and documentation
• Research, troubleshoot, escalate and resolve issues of varying complexity relating to customer interactions
• Perform Hardware and Software installs
• Assist with maintaining IMS (equipment database)
• Track the customers call by utilizing the Help Desk database
• Escalate issues to second level support and other technical support staff as needed
• Provide customer training as needed
• Document and maintain the Help Desk department’s processes and procedures

Confidential, Confidential, VA

Financial Systems Analyst

• Provided desktop support for all Confidential HQ users ( Confidential, VA)
• Installed Costpoint upon request for onsite and remote users and provided remote support for remote users.
• Tested financial software and provided account administration.
• Provided account administration support for all financial software.
• Supported the Accounting department in check issuing and preparing for multiple vendors.
• Administered new accounts for new (and existing) employees, password resets, desktop troubleshooting and drive mapping. Periodically I also assist in inventory which includes asset tag management.
• In 2009 Confidential, Inc. began a software conversion (from MAS200 to CostPoint). My team was key in the training, account administration and installation of Cost Point and testing the software.
• Developed new procedures and maintained security. Maintained all users and user accounts and continue to modify account access and keep record for auditing purposes. 100+ users involved in the conversion including myself.
• In MS Access, while using excel formatted files, I prepared (A/P ) Uploads (via MS Excel) that create the documents for check issuing. The Uploading process involves importing 60+ vendor invoices on a monthly basis.
• Ensured that charge codes and dollar amounts are equal to the invoice amounts to correctly reflect the company General Ledger.
• Macros that were built in Access database create check lists to help through the process.
• Created check registers in MAS200 that enable Accounts Payable to actually cut the checks to be issued to the different vendors. In addition, I also support the Purchasing card department in Account Administration for internal cardholders.

Stock Room Associate (Temp)

• Responsible for moving files for the Confidential, Confidential, Accounting department.
• Requirement to lift large quantities of file shelves and transfer them from the Corporate building to a storage facility off site.
• I also worked with the Accounts Payable department. I assisted in check verification, check filing and the storage and archiving of checks.

Help Desk Support Specialist

• Provided technical/computer support for Confidential and occasionally the Senate as well. ---The customer/users typically operate on Windows XP Pro or Windows 2000 machines
• The House customers use a database called Intranet Quorum which we helped troubleshoot issues, provide better ways to perform their tasks and fix problems they may encounter with the software. This may have included fixing database problems from the server as well as account administration.
• Supported other software applications such as MS Office, Adobe products, Internet Explorer and MS Outlook to name a few
• Customers are offsite (Capital Hill) so we were required to remotely connect to their desktops most of the time. Timbuktu, Netmeeting, Remote Desktop Connection and Dameware were used for remote connectivity and Troubleshooting.
• We were required to track our logs/request in the Lotus notes database. If we could not resolve an issue on site we have escalation resources on and offsite.
• Requests were accepted via phone and on occasion via email.
• Interacted with the LANOC (Network Operations Center) when necessarily as well as the House Call Center “HIR” (House Information Resources)

Help Desk Support Specialist

• Provided technical/computer support for Confidential employees who use PC s and Macintosh laptops and desktop computers.
• Confidential Staff called into our IT Support center for assistance on troubles with their PC s and/or MAC s. Troubles range from fixing problems with PC lockups, Information requests, Palm pilots, email assistance, problems with the internet, assistance with Msoffice applications, Password resets, laptop requests, software for home use and virus reporting to name a few.
• Used troubleshooting by phone, remotely to resolve all issues.
• Submitted reports to a while monitoring trouble ticketing to keep the client up to date on what issues were resolved and still in progress.
• Interacted with the LANOC (Network Operations Center) constantly to drive trouble issues to completion.

Strategic Account Representative

• I was the main POC for 8 Strategic (high billing or of high importance) customers.
• Provided 24/7 coverage and support for High billing Voice and Data customers. Support included Adds, Moves, Deletes and service issues.
• Used troubleshooting skills to attempt to resolve issues regarding billing and/or service.
• Provided special reports at customer’s requests i.e. Usage reports, billing reports, etc.
• Was required to submit reports to my manager on a weekly basis to monitor trouble ticketing and submitted a monthly report for billing and trouble ticketing.
• Provided 24/7 coverage to assist with installs and cutovers for my West Coast base.
• Utilized Metasolve (TBS) to track orders to ensure timely completion and accuracy. Tracked trouble issues, made additions, moves and deletes as well as Utilize the escalation list to drive completion.
• Was required to check on all of my customers on a daily basis and check on and update any open issues in our Clarify database.
• Issued adjustments (credits) when necessary.
• Interacted with the NOC (Network Operations Center) constantly to drive trouble issues to completion.