SUMMARY:

• Excellent Technical support and customer care experience of 5 years
• Federal IT network, IT security essentials, troubleshooting Certifications
• U.S. Citizen and having DHS (ICE and CBP), DoD Secret Security Clearance
• Excellent multilingual skills including Hindi (Fair), Tamil & Malayalam (Speak, Read and Write)
• Very user - friendly, courteous and professional conduct dealing with customers
• Domain experience in Federal sector, Media, IT and Sales

TECHNICAL SKILLS:

Operating systems: Windows 7, Mac

Office tools: MS Office, Lotus Notes, Outlook, Active Directory, Remedy 7.6

Graphics / Design tools: Adobe Photoshop, Quark Xpress

Testing tools: Mercury Quality Center, QTP, Load Runner

Security Software: Forescout Counter Act, Whats Up Gold (monitoring software)

PROFESSIONAL EXPERIENCE:

Confidential, Chicago

Helpdesk Support Technician

• Regularly perform hardware and software maintenance.
• Log all incoming problems and requests, and using Remote Access tool to resolve them according to their help desk operating procedures.
• Create and manage users’ accounts.
• Assisted few interns with PC and desktop application issues.
• Ensure closed problems are adequately documented.

Tier II Help Desk Analyst

• Working with CONCUR Government Solutions (CGE) application.
• Manage Concur user accounts, including activating and deactivating end users, assigning roles, delegates, and expense/payment preferences.
• Serve as primary point of contact for Concur requests, providing timely feedback and guidance to end users as needed.
• Guide government personnel through process of creating, using and maintaining their Fed Traveler, FFMS and Concur accounts.
• Support ICE personnel by managing access to proprietary applications as well as general access to ICE domain.
• Troubleshoot software issues.
• Review and update team's documentation for clarity and accuracy.
• Managing user accounts - create, modify permissions / roles, unlock, delete.
• Investigated issues reported by users in a timely and efficient manner
• Using BMC Remedy ticketing system

Tier I and Tier II Help Desk Technician

• Assist both government personnel and trade community with CBP's Automated Commercial Environment (ACE).
• Guide customers through process of creating, using and maintaining individual and corporate accounts.
• Support CBP personnel by managing access to proprietary applications as well as general access to DHS/CBP domain.
• Troubleshoot hardware critical to CBP's daily operation.
• Document incidents and requests for further investigation.
• Review and update team's documentation for clarity and accuracy.
• Maintain customer database to improve tracking, reporting and customer service.
• Managing user accounts - create, modify permissions / roles, unlock, delete.
• Active Directory account and email (Microsoft Exchange Outlook)
• Diagnose and troubleshoot both common and unusual hardware and software problems
• Log all incoming problems and requests and actions taken to resolve them according to the agency’s help desk operating procedures.
• Correctly refer unresolved problems to higher level support work groups.
• Using BMC Remedy ticketing system.
• Familiar with Remote Access, C-Max, TPX, Tecs, Phoenix, ATS, Pics, INS Menu, Teleview etc.

Helpdesk Support Technician

• Regularly perform hardware and software maintenance.
• Log all incoming problems and requests, and using Remote Access tool to resolve them according to their help desk operating procedures.
• Create and manage users’ accounts.
• Assisted few interns with PC and desktop application issues.
• Ensure closed problems are adequately documented.

Helpdesk Customer Support Technician

• Monitored Secure private federal network for any discrepancies, connections and user activity
• Maintained customer database to improve tracking, reporting and customer service.
• Managing user accounts - create, modify permissions / roles, unlock, delete.
• Active Directory account and email (Lotus Notes)
• Investigated issues reported by customers and dealers in a timely and efficient manner
• Log all incoming problems and requests and actions taken to resolve them according to the agency’s help desk operating procedures.
• Create and manage users’ accounts for Active Directory and other applications with account management.
• Correctly refer unresolved problems to higher level support work groups.
• Ensure that unauthorized users and devices are not on the Federal network
• Thwart network attacks with Forescout CounterACT’s built-in Active Response technology.

Help Desk-IT Customer Support Technician

• Assisted students with PC and desktop application issues
• Regularly performed hardware and software maintenance and also participated in special computer lab projects when applicable
• Facilitated a weekly one-hour seminar on how to use Microsoft Office applications
• Diagnose and troubleshoot both common and unusual hardware and software problems

Translator

• Translated written and audio media files received from Bureau of Prisons (BOP) client into English for analysis
• Created different language documents, such as Tamil and Malayalam, into English
• Analyzed and synthesized summary of the confidential information given
• Provided MVM Inc, with transcription, translation and summarizing services