SUMMARY OF QUALIFICATIONS:

• I have acquired experience in the IT Help Desk field, as well as pursuing my Associates Degree in Information Technology.
• I currently hold an Active Department of Defense Secret Security Clearance. Extremely efficient in working in fast - paced and
• tense work environments. I have a great deal of experience with customer service due to my previous work experience where
• I have had to deal with customers directly. I am a team player, very outgoing and welcome all feedback regarding my work. I have both professional and personal experience with, but not limited to, computer hardware, Mac Operating Systems, Windows Operating Systems, copiers/scanners/printers, Microsoft Office (Excel, Word, Access, Outlook and Power Point),BMC Footprints and Remedy Ticketing Systems. I have been trained regarding the standards of HIPAA and ITIL.

PROFESSIONAL EXPERIENCE:

Herndon, Virginia

Maximo Support Application Analyst

• Providing support to end users for the USMCmax Application and serving as the primary point of contact regarding any support requests
• Write SQL scripts to update, delete, modify or alter various records in the database for the USMCmax application
• Testing of changes developed in all environments of the application
• Recording, tracking, escalating and updating incident tickets with detailed progress and resolution information through the FSRM help desk incident tracking system
• Triaging support calls
• Creation, alteration and/or distribution of various daily/monthly reports

Alexandria, Virginia

Help Desk Technician

• Provide Tier 1 & 2 application support to PEO Confidential System's User's and Administrators of ISM and RFMSS applications.
• Logging, updating and following up on incidents within BMC Footprints Version 11.6.
• Coordinating with Tier 3 regarding incidents that required further support beyond the capabilities of the help desk.
• Assisted with password resets for the various components of ISM, as well as RFMSS.
• Answering incoming calls and assisting users with their requests.
• Assigning and notifying incidents to appropriate parties to expedite resolution.
• Following up on incidents that have last been updated past a set amount of time.
• Teleworking when authorized and adhering to all policies set forth by Project Manager.

Falls Church, VA

Help Desk Analyst Tier 1.5

• Assisted with answering calls using Five9 phone systems in a high call volume work environment, assisting various clients in need of IT support.
• Assisting with technical support emails regarding various requests such as password resets, account unlocks and account creation.
• Incidents are analyzed based on the type of incident, logged into the Remedy Incident Management Console. Issues that are resolved were logged into the Remedy System and then resolved immediately with all necessary work information.

IT Support

• Providing support for all computers on the domain: Keeping the Operating Systems up-to-date with the most recent updates. Keeping antivirus software updated with the most recent virus definitions.
• Troubleshooting and replacing damaged computer hardware for each workstation.
• Using Active Directory Admin Privileges to create, unlock, reset passwords and manage employee accounts. Manage, add and remove computer terminals from the company domain.
• Providing support for employees requiring assistance with installing, maintaining and reconfiguring their Virtual Machines and VPN Clients.
• Imaging workstations using FOG system.
• Providing support for employees regarding various Windows 7 Operating System Configurations and Errors.

Falls Church, VA

Service Desk Technician, Tier 1

• Maintained email threads and conference calls for Technicians and Management Officials for discussion of incidents, outages, and various ongoing work.
• Handled support and information requests via telephone calls and email.
• Followed up on tickets with assigned POC's that had been inactive for a certain period of time via DHSS Remedy and DHA Remedy.
• Created/modified tickets in DHSS Remedy, DHA Remedy, and Serena via support requests or incident notifications received either by phone and/or email.
• Generated daily and weekly reports using Remedy, Microsoft Word and Microsoft Excel regarding emails sent/received, weekly critical incident alerts, statuses impacting particular applications, and the amount of tickets that were created, closed, and those which were still active.
• Distributed notifications via email to various communities regarding various incidents, degradation of services and/or outages.

Rockville, Maryland

Remote Support Engineer Intern

Responsibilities:

• Triaged IT Support Calls from various clients. Heavy call volume work environment while triaging email requests as well. Average of 50-60 calls answered while assisting other engineers with email requests in-between calls.
• Troubleshooting of various IT support requests received via email or calls. Issues included but were not limited to: Graphics issues, network issues, file management, application support and hardware installation.
• Created tickets from various email requests from IT support, Technicians, or Cloud Services Team.
• Followed up on tickets for certain clients regarding work, incidents and outages.
• Tested signal strength and modem accessibility with On-Site Technicians when installing networking software for customers.
• Assisted in walkthroughs of various equipment installations on site with Technicians.
• Provided remote support for various point of sales systems for client's customers. Requests included password resets, account creation, account unlock/unblock, setting up emergency back-up point of sales system, register unlock, activating the point of sales application on a new register and more.