SUMMARY

• Maintain regular and acceptable attendance level as determined by the Company
• Responsible for completing all assigned training
• Provide tier one/tier two level help desk support to the eRA User Community and eRA Project Team including customers, analysts and developers
• Create Service Tickets to track issues and follow through on issues to completion/resolution
• Escalate issues to appropriate NIH business analyst and report system anomalies to system engineers, as necessary
• Maintain knowledge of NIH grant processes and application systems such as the eSubmission, eRA Commons, RCDC and IMPAC II.

TECHNICAL SKILLS

• Analyzed security policies and procedures of Operation Manual to exceed quality and service expectations, worked closely with Security/Information System Security Officers (ISSO) to deny access to electronic mail systems and other communication sources.
• Improved knowledge of and ability to operate all VACO support tools and technologies.
• Installed, configured and troubleshot Outlook/Exchange 8.0, Citrix, Cisco VACO VPN.

PROFESSIONAL EXPERIENCE

Service Desk Specialist 

• Maintain regular and acceptable attendance level as determined by the Company
• Responsible for completing all assigned training
• Provide tier one/tier two level help desk support to the eRA User Community and eRA Project Team including customers, analysts and developers
• Create Service Tickets to track issues and follow through on issues to completion/resolution
• Escalate issues to appropriate NIH business analyst and report system anomalies to system engineers, as necessary
• Maintain knowledge of NIH grant processes and application systems such as the eSubmission, eRA Commons, RCDC and IMPAC II.

Service Desk Specialist 

• Provide top level customer service to business application users.
• Troubleshoot, analyze and triage proprietary business application issues in a fast paced environment.
• Learn new application functionality, share best practices with team members, apply new knowledge effectively.
• Triage problems, analyze issues, and provide solution/guidance using existing knowledge base / scripts in a fast paced environment.
• Escalate issues that are out of scope using the established escalation procedure.
• Document trouble ticket problems: Open tickets and maintain accurate information and timely updates using Numera Footprints.
• Create, maintain, and deleting user accounts.
• Document best practices
• Create and maintain business application knowledge base.
• Other duties as assigned.

Sales Consultant

• Interviewing customers to determine their needs and wants
• Present vehicles and taking test drives
• Running credit applications and processing transaction paperwork
• Supporting online customers and following up with potential customers in eOffice via phone and email

Help Desk Technician

• Accept warm transfer calls of users from NSD (National Service Desk)
• Provide users with possible resolutions/answers and close the ticket through issue tracking number for Tier-2 and Tier-3 support CTS Help Desk
• Created and updated knowledge document as required.
• Follow up and notify the customer when the issue has been resolved.
• Provide redirect and warm transfer of Tier I and/or non CTS related calls

Service Desk Analyst, Department of Justice DOJ MS WordAssist Help Desk operations.

• Provide end user support with Microsoft Office Suite (2010)
• Provide customer service skills with efficient troubleshooting and creative problem solving for government customers
• Served key role in drafting, developing, and editing documentation including the project charter, change configuration plan, and training metrics documentation for NIS Solution’s achievement of  CMMI Level II accreditation.
• Provided structured training sessions and individual computer training support to user community during U.S. Department of Justice Office/United States Attorney’s migration from the Corel WordPerfect Suite of products to Microsoft Office 2010.  
• Developed courseware using the ADDIE methodology as an instructional designer for blended learning approaches for synchronous and asynchronous delivery via Adobe Connect.   
• Authored training sessions geared to the specific needs of a division or section. 

Help Desk Technician, VACO 

• Accountable for 24/7/365 1st Tier help desk support to all VACO staff and their representatives nationwide, including Hawaii and Puerto Rico as well as other foreign country locations where the employees traveled.
• Enforced and ensured security policies and measures were implemented, and communicated to prevent unauthorized access to systems in accordance with the Information Systems Security Policies and Procedures to meet industry and company standards.
• Handled all initial customer inquiries, supported the day-to-day issues, and resolved most user-problems as first point of contact.
• Properly escalated unresolved problems to higher levels.
• Provided Tier II support by trouble-shooting and configuring all computer issues, local and network printers, installation and connectivity issues.
• Provided assistance, coordination, and follow up on reported issues and resolved complex problems related to systems, applications, hardware and software supported by customer service.
• Provided and maintained PC and MC documentation on troubleshooting and corrective actions via System BMC.

Desktop (PC) Support Coverage

• Provided support during core and peak hours
• Supported hardware/software (windows XP and MS Office 2003, 2007 and 2010, MS Outlook)
• Serviced PCs, Laptops, scanners, monitors printers and presentation devices
• Supported and executed calls in Blackberry PDAS during non-peak hours
• Provided on-site technical and remote telephone support for all users.
• Maintained logs and tickets with BMC (Service Desk Express System).
• Analyzed security policies and procedures of Operation Manual to exceed quality and service expectations, worked closely with Security/Information System Security Officers (ISSO) to deny access to electronic mail systems and other communication sources.
• Improved knowledge of and ability to operate all VACO support tools and technologies.
• Installed, configured and troubleshot Outlook/Exchange 8.0, Citrix, Cisco VACO VPN.