SUMMARY:

• Provide front desk support (i.e. answering phone calls, responding to emails, and providing customers with guidance as to which representative will be able to meet their needs)
• Use Excel to document and log over 3500 personnel forms in preparation to mail them to each employee
• Maintain personnel files incompliance with applicable legal requirements
• Keep employee records up to date by processing employee status changes in a timely fashion.
• Maintain and update SharePoint workflow by entering and tracking the progress of employee requests
• Assist the Benefits Specialists by putting together 50 informational folders for new hire orientation
• Assist Payroll Specialist by putting together 25 informational packets for new hire orientation
• Assist Recruiting Specialists by organizing and separating over 100 resumes under review
• Demonstrate a basic understanding by providing general HR information including benefits forms, tax forms, and personnel change request forms
• Ability to consistently perform well on key performance indicators
• Acquire and maintain a competent level of knowledge on relevant products, current support policies, and methods of support delivery
• Keep track of individual ticket assignments and ensure that customer issues have been addressed and resolved to their satisfaction.
• Understand the importance of taking ownership of career path and setting challenging but attainable goals which are aligned with the goals of the business
• Follows the call script in a manner which complies with management expectations
• Willing to take on new responsibilities to meet changing business demands

TECHNICAL SKILLS:

Operation Systems: MS 98, 2000; MS Windows XP, Vista, 7; MS Windows Server 2003/08 R2

Software Applications: MS Office Suite 2000, 2003, 2007 & 2010, MS Visio, MS Hyper - V, Symantec Tape Back-up, Remedy 6.3 and 7.6, RSA Security Console, Symantec Antivirus, Enterprise Software Distribution (ESD), Internet Explorer, SSL VPN, Citrix Server Client, Remote Desktop Protocol

Hardware: HP desktops & laptops; Dell desktops & laptops; Lenovo desktops & laptops, Microsoft Surface, iPhone 3GS; iPad 2, Blackberry 9700 & 9780 General computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports)

Others: Strong customer service, organizational and multitasking skills and support; driven to excel and improve; attention to detail when performing job functions

PROFESSIONAL EXPERIENCE:

Confidential

Administrative Assistant

Responsibilities:

• Provide front desk support (i.e. answering phone calls, responding to emails, and providing customers with guidance as to which representative will be able to meet their needs)
• Use Excel to document and log over 3500 personnel forms in preparation to mail them to each employee
• Maintain personnel files incompliance with applicable legal requirements
• Keep employee records up to date by processing employee status changes in a timely fashion.
• Maintain and update SharePoint workflow by entering and tracking the progress of employee requests
• Assist the Benefits Specialists by putting together 50 informational folders for new hire orientation
• Assist Payroll Specialist by putting together 25 informational packets for new hire orientation
• Assist Recruiting Specialists by organizing and separating over 100 resumes under review
• Demonstrate a basic understanding by providing general HR information including benefits forms, tax forms, and personnel change request forms
• Provide excellent customer service in person and over the phone at all times

Confidential

Help Desk Analyst

• Create, troubleshoot, document, and escalate incidents and service requests within the specified timeframes as explained in the workflow
• Ability to consistently perform well on key performance indicators
• Acquire and maintain a competent level of knowledge on relevant products, current support policies, and methods of support delivery
• Keep track of individual ticket assignments and ensure that customer issues have been addressed and resolved to their satisfaction.
• Understand and meet management expectations as described in the Service Desk’s Service Level Agreements
• Search the knowledge base in a logical manner that consistently discovers solutions to the problems reported by our customers
• Utilize remote computer control technologies such as Symantec PCAnywhere to effectively troubleshoot and resolve problems
• Install software and drivers using Altiris Quick Delivery and other remote access tools
• Understand the importance of taking ownership of career path and setting challenging but attainable goals which are aligned with the goals of the business
• Follows the call script in a manner which complies with management expectations
• Willing to take on new responsibilities to meet changing business demands

Confidential

Centralized Mission Services Coordinator

• Served as a first point of contact for Tier 1 laptop and mobile phone issues
• Troubleshoot laptop/blackberry software to resolve or escalate issues properly while staying within SLA
• Utilize Remedy ticketing system to document, track, and escalate tickets
• Troubleshoot remote access issues using SSL VPN and Citrix/Windows Terminal Server
• Served as the point of contact for users travelling abroad as well as conducting various training events, meetings, and presentations
• Responsible for issuing loaner pool equipment to staff members travelling abroad
• Tested/configured hardware/software to ensure functionality
• Created and maintained various processes in order to evenly distribute a heavy workload and ensure users nees are met as efficiently as possible

Confidential

Operations Intern/Technical Support

• Responsible for creating and maintaining asset management, information used to update international database
• Perform setup and installation of PC’s and Servers using Windows 7 Enterprise and Server 2008 R2
• Create and maintain Visio drawing of over 100 machines in the lab
• Troubleshoot server and/or enclosure errors by contacting manufacturer to increase fault tolerance
• Use SCVMM and Hyper-V manager to manage multiple virtual machines