CTO Helpdesk Analyst Resume , Washington, DC - Hire IT People

SUMMARY OF QUALIFICATIONS:

Always striving for success, as evidenced by accolades such as “The Writers Choice Award” at Year Up, Inc and Intern of the week at Radio One, Inc.
Provides well thought analytical and problem solving skills to resolve issues effectively
Ability to manage time efficiently, as shown by punctuality at Indus and previous positions
Active: Public Security Trust Clearance
With over 6 years of providing superior customer service as evidenced by the accolade such as the “Superior Customer Service Award” at the USPTO and emails received from customer I’ve assisted at the Copyright Office.

TECHNICAL SKILLS:

MS Office Professional Mobile Device Configurations Workstation Migration Windows Server 2008 Siebel / Footprints Ticketing System Active Directory Virus Removal/Spam Filters VPN connectivity Database Management Imaging workstations using Symantec Ghost Mac & Windows OS Customer Support

EMPLOYMENT:

CTO Helpdesk Analyst

Confidential, Washington, DC

Responsibilities:

Track and record service requests using the LOC/CTO - prescribed tracking tool
Monitor incoming emails and phone calls to the Help Desk; assign and complete work orders using Library of Congress help desk software.
Provide technical and procedural support for Seibel-based applications
Perform preliminary troubleshooting and interfacing with IT helpdesk for internal issues,
Troubleshoot issues with Fujitsu Scanners/Wand readers, printers, and other peripheral devices
Setup A/V devices in conference room for meetings, workstations, run virus scans, defrag workstations
Provide remote assistance using Configuration Manager Console.
Respond to all internal and external customer requests within the established Service Level Agreements (SLAs)
Provide end-user computing support for Windows 7 operating systems
Provide Mac and PC troubleshooting and desktop application assistance
Provide technical and procedural support for Seibel-based applications
Track, update, and document work utilizing the Footprints ticketing system.
Ensure that all ticketing standards for timeliness, accuracy, documentation, and routing are being met.

Hardware/Software Engineer

Confidential

Responsibilities:

Troubleshot hardware related issues of HP, Dell, IBM PC's
Install operating systems, Build Desktops and aide in building custom standalone servers
Replace components such as memory, HDD's, Optical drives, and, PCIe Cards.
Utilize tools like power supply testers, bios, and others to locate faulty components
Work in independent and interdependent manners to reach goals for lab

Technical Support Specialist

Confidential, Alexandria, VA

Responsibilities:

Responsible for technical support for the USPTO's Electronic Filing System (EFS) and its supported applications.
Process paperwork associated with electronic filing of Patent applications
Assist with training/developing of new hires based on organizational and customer needs
Utilize the Siebel Contact Center ticketing system to record troubleshooting methodologies and resolutions
Provides End-User support and troubleshooting assistance in regards to eCommerce systems
Perform software testing and technical writing tasks for the Electronic Filing System
Appropriately escalates issues to the correct individuals/groups and follow up with customers accordingly
Delivers USPTO approved system configurations of client's equipment providing connections to eCommerce systems
Provides assistance with installing and upgrading browser-based plugins (ie. Java /Adobe/CutePDF Writer)
Troubleshoot browser configurations for Windows and Macintosh platforms (ie. Microsoft Edge, Internet Explorer, Safari, and Mozilla Firefox
Answer trouble calls and inquiries from customers concerning the use of the EFS, electronic filing of Patent applications, troubleshooting PC configuration and application problems, and providing guidance in patent application business processes and procedures

Technical Support

Confidential, MD

Responsibilities:

Accessed customers’ accounts after properly verifying customers for Mid-Atlantic region
Escalated appropriate calls to designated area if the customers issue could not be resolved with me
Scheduled customers trouble calls and installs
Emailed other departments as needed to obtain additional information to assist a customer
Walked customers through the process of setting up home networking systems with modems and routers.
Processed all major credit card payments to customer accounts and met sales quota of 21 sales per month
Walked customers through all troubleshooting and set up issues with TV, Phone, Email, or Internet
Remotely reset customers modems and cable equipment
Assisted customers with ip configuration when they were not able to obtain an internet connection due to the modem or home network giving an invalid ip address
Created email accounts for newly acquired customers and reset all pass codes for customers’ accounts

Help Desk Technician

Confidential, MD

Responsibilities:

Provided Help Desk support to a client database of over 2,000 users remotely within 17 markets with 300 end-users. In regards to email configuration, workstation troubleshooting including printers, network issues, account setup/lockouts, video conferencing setup, employee relocations, and troubleshooting Radio One applications.

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Cto Helpdesk Analyst Resume

Washington, DC

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