Helpdesk Engineer Resume Arlington, Virginia - Hire IT People

SUMMARY:

10+ years experience encompassing all areas of Data Management/Program Admin
Outstanding interpersonal and communication skills with experience in interacting with key corporate managers
Understanding of information systems and the application of new information technologies with excellent analytical and computer skills
Help Desk experience in the Financial Sector and Government consulting environment dealing with Federal, local and state agencies

TECHNICAL SKILLS:

Software/Skills: Windows XP/7, Office, Dell Kace K1000, RSA Authentication Manager 6.1, Numara Footprints, Skill Soft (LMS)

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, Virginia

Helpdesk Engineer

Responsibilities:

RSA token administration, assignment and authentication troubleshooting
Ticketing system use and support (Liveperson, WebHD, HelpDesk Authority)
CDARS entitlement PSA (Promontory Security Administrator) certification
Saleslogix v8 CRM installation and support
Shortel Communicator version 13.2 / Shoreware director configuration and support
Telephone and Video conference support via Level 3 GCRA and Citrix Products (Gotomeeting, Gototraining, Gotowebinar, Openvoice)
Encryption software installation and support (Sophos)
Imaging via Smart Deploy
Remote Assistance troubleshooting via Citrix GotoAssist and Microsoft Remote Assistance (MSRA)
Microsoft Office 2007, 2010 and 2013 support
Checkpoint Endpoint Security / SSL remote login VPN support
Hardware support for Dell Inspiron 6400, 6410, 6420, 6430, 7440 and D630
Onelogin (Web Single Sign - On service) SME configuration and support of all AD users
Adobe Creative Cloud SME for installation, updates and support
Mobile Device Management support (Airwatch)
Go Kit documentation and setup
Bluescreen diagnostic and remote reading via Windows Event Viewer
Incident Response Team member
Dell Kace K1000 Administrator - Security Patching
Onboarding and new user orientation
Personnel change management such as Transfers and Termination via Active Directory and Softerra Adaxes Web Interface
Password resets in Active Directory as well as Promontory proprietary CDARS, IND and Yankee Sweep Portal

Confidential, Rockville, Maryland

Senior Help Desk Analyst

Responsibilities:

Create and manage standard operating procedures and ensure service level agreements are maintained
Identify, research, and resolves complex technical issues ranging from FIPS 140-2 .zip file extraction to RSA toolbar and SecurID token installation
Document, track, and monitor problems to ensure resolution in a timely manner using Footprints (CRM) system
Monitor authentication, exceptions and incidents using RSA Authentication Manager 6.1 Log Monitor
Utilize a variety of tools including RSA Authentication Manager 6.1 and RSA quickadmin for hardware and software token provisioning
Assist 2400+ local, state, federal and foreign Law enforcement users with registration and site navigation
Conduct consistent training for tier 1 Confidential Consumer Sentinel Network help desk employees
Technical lead and subject matter expert for the Consumer Sentinel Network during access requirements meeting with agencies such as: U.S. Secret Service, Securities and Exchange Commission, Federal Bureau of Investigation, Department of Homeland Security USCIS, ICE and CBP
Provide QA testing and test cases/scenarios for Consumer Sentinel Network upgrades, the mobile version of the National Do Not Call registry website and the Federal Trade Commission's complaint assistant form
Report to Confidential CRSS Program Manager, DNC Program Manager and Federal Trade Commission Sentinel Project Program Manager for day-to-day project operations

Confidential, Springfield, Virginia

Senior Customer Service Representative

Responsibilities:

Handled billing, service, and tier 1 website tech support calls as well as emergency gas leaks both over the phone and via email
Created CSR online training course through skillsoft, a learning management system
Developed CSR training literature for all call center representatives
Provided superior customer service to 1 million+ customers within Virginia, Maryland and D.C.
Obtained personal information such as SSN, address and bank account information as a daily function
Interacted with different departments such as meter reading, credit and customer accounting pertaining to a customer’s inquiry
Recorded damaged meters in Maryland, D.C and Virginia in Excel and provided reports using Microsoft Access for management
Reviewed the DCI File Control Totals Reports to prepare regular and scatter work for field
Uploaded readings into DCMU for billing and backed up all routes
Prepared work for DC Link/AMR van routes and scatter meter reader fieldwork
Confirmed information for access appointments, BPI meters and new keys through the Washington Gas mainframe legacy system
Coordinated with Property managers on large residential and commercial accounts for access