SUMMARY:

• Outgoing, helpful, and responsible User Support Technician has accumulated 8+ years of impeccable experience in the field; worked on multiple projects with the Federal government departments and agencies, private companies, and non - Profit organizations. Savvy IT professional has extensive experience in the latest hardware and software, performing network administration, and providing timely and courteous technical support using multiple tools and technologies. Punctual and detail-oriented technical support expert holds certification in CompTIA A+ Help Desk Support; an exceptional team player with strong communication, multitasking and interpersonal skills.
• Actively seeking a permanent, full-time, or long term opportunity in desktop support, help desk, or PC technician position in Virginia and Washington, DC, provided that location is Metro accessible. Customer service champion has acquired formal education and training, which have greatly served various hardware and software deployments where this candidate has been involved. Desktop support specialist has a proven track record of completing and delivering large and small-scale projects on time and within budget. Driven and motivated self-starter is able to work with little or no supervision within a teamwork environment, and easily qualifies and can obtain certain levels of security clearance needed for Federal projects.

TECHNICAL SKILLS:

OPERATING SYSTEMS: Microsoft based Operating Systems, Windows XP Professional, Windows 2000 Professional, and Vista

APPLICATIONS: Active Directory: Set up user accounts, reset passwords, modify permissions, distribution lists ( Word Processors: Microsoft Word 2000-2007, Notepad/Word Pad, and Word Perfect 2.0 ( Spreadsheet: Lotus 1-2-3, Microsoft Excel 2000-2007 ( Database: Microsoft Access (Basic) ( MAIL: Microsoft Outlook (all versions), and Lotus Notes

TICKETING SYSTEMS: Remedy Action Request System ver. 5, 6, and 7, RT: Request Tracker Ticketing System, Heat 8.0, TTS, Altiris, FootPrints, HP Service Manager Client Ver. 7.01.048, Comtrac, ACSR, Grandslam, Casper, Brite, DC Metro

COMMUNICATIONS: Netscape Navigator, Mozilla Firefox, Internet Explorer 5-7

REMOTE ACCESS APPLICATIONS: LogMeIn, Remote Helpdesk and IT Support/Remote Access, PC Anywhere, Remote Desktop, Remote Assistance, Systems Management Server (SMS) 2003 Remote Tools, and BMC Remedy User

HARDWARE SYSTEMS: SCSI Drives, Sound Cards, Video Cards, CD Writers, Switches, Routers, Hubs ( Peripherals: Printers, Scanners, Modems, Tape Drives

MAINFRAME: RUMBA (ACF2 PRODCV/IDMS, COMPASS, CSIS, MMIS, MAPS, VIEW DIRECT/ (Formerly INFOPAC)

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

Senior Help Desk Technician/Help Desk Analyst

• Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software.
• Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems. Installs, configures, and upgrades computer hardware and software.
• Provides end-user software troubleshooting and support.
• Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provides troubleshooting and support.
• Participates in the administration of e-mail systems.
• Provides phone and help-desk support for local and off-site users.
• Provides guidance and work leadership to less-experienced technicians.
• Maintains current knowledge of relevant technologies as assigned.
• Participates in special projects as required.
• Maintains an account issues queue.
• Mentors new employees in training.

Confidential, Fairfax, VA

Help Desk Support

• Provided telephone support to customers for network, desktop hardware and software problems. Take calls and or emails from customers, diagnose problems, and recommend and/or implement solutions.
• Used Remedy as the ticketing system to log trouble tickets. Created new AD accounts, and e-mail accounts.
• Utilized remote tools for troubleshooting and problem resolution. (SMS, SCCM, Remote Desktop Connection, and Bomgar)
• Proficient in the Microsoft Office Suite 2003 and 2007 with extensive Outlook experience, Active Directory Experience, Windows OS experience.
• Strong customer service skills.
• Previous networking or connectivity experience, and printing problems.

Confidential, Laurel, MD

Help Desk Technician

• Worked with end-users and IT specialists through phone and emails, providing first-level technical support; resolved as many incidents at the Tier 1 level.
• Provided Tier II support to other groups to resolve technical problems; created, responded, and escalate tickets as necessary to the proper groups.
• Made sure each ticket has complete troubleshooting documentation that explains the problem, work done on the problem and the resolution to the problem.
• Delivered timely responses to client, and immediately attended to management requests; updated status on such requests need to be provided on a regular basis.
• Adhered with set policies, and procedures while assisting clients to ensure proper handling of requests.
• Exhibited professional attitude and gave clients excellent customer service at all times, including maintaining a good work ethic and assisting other analysts when needed.
• Checked Mainframe printing in the VMCF Printer Selection List; restarted printers; made Q/A calls on resolved Service Manager Incidents (IM) tickets by telephone, or email, and verified that resolutions are properly documented.
• Monitored and performed appropriate action on the Help Desk mailbox; monitored Service Desk voicemail, and return calls within 1 hour.

Confidential, Arlington, VA

Help Desk Technician

• Assisted end-users and IT specialists by phone and email with first-level technical support; working to resolve as many incidents at the Tier 1 level.
• Worked with Tier II, and other groups to resolve technical problems; created, responded, and escalate tickets as necessary to the proper groups.
• Ensured quality control of each ticket, which must have troubleshooting documentation that explains the problem, work done on the problem and the resolution to the problem.
• Provided timely responses to client, and management requests. Updated the status on such requests that needs to be provided on a regular basis.
• Followed set policies, and procedures when assisting clients to ensure proper handling of requests; assisted in new hire training to ensure successful integration into the team.
• Contributed knowledge, and updated information to maintain the Help Desk SOPs and Training manuals for Tier I support.
• Maintained a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed.

Confidential, Livermore, CA

Call Center- Repair Representative

• Handled a high volume of calls covering the full range of customer services in a prompt and professional manner, obtained all information for transaction resolution.
• Built professional rapport with the customer by active listening to assure mutual understanding of the customers’ concerns or issues.
• Communicated information effectively during the initial call to minimize the need for future contact and escalation.
• Interpreted, translated, explained, and provided applicable, accurate, and appropriate information with respect to products and services, equipment, policy and procedure, account status, marketing promotions and campaigns, serviceability, and troubleshoot service problems
• Prepared work orders for maintenance requests after determining if field visits are required, and ensured proper follow-up procedures are met; took full ownership and accountability to facilitate an excellent customer experience;
• Promoted and recommended Confidential products and services based on a logical relationship to the customer’s needs and interests by selling or up-selling Confidential products and services.
• Practiced continuous quality control in the processing and fulfillment of all customer orders; demonstrated a strong ability to analyze and solve problems regarding billing, service, delinquent account balances, and sales issues.
• Adhered to quality standards, meeting sales and performance goals set by Confidential and local management.
• Thought, acted, and informed customer and manager as appropriate; maintained punctual, regular, and consistent attendance.

Confidential

Information Systems Technical Analyst

• Installed, upgraded and maintained system and application components on desktop computing platforms.
• Resolved problem tickets forwarded from the corporate help desk; administered Corporate Email (Lotus Notes).
• Worked in harmony with Network Services and Help Desk to resolve site related problems; also responsible for software packaging, software deployment, patch management, and general process definition and automation using Altiris.

Confidential, Fairfax, VA

Service Desk Agent II

• Provided technical desk side support to users of a large local area network in a Windows environment, experience in various aspects of networking, desktop support and Windows 2000/XP.
• Used Remedy as the ticketing system to log trouble tickets. Created new AD accounts, and e-mail accounts.

Confidential

Desktop Administrator/Deployment Technician

• Provided support to off-site clients via telephone and e-mail regarding such issues as technical support, marketing, policies, procedures, training, and software enhancements.
• Worked with clients to trouble-shoot and resolve network security and firewall issues; completed documentation reports for trouble-calls.
• Made proactive calls, both those assigned and those identified on own initiative, to clients that may be experiencing difficulties.
• Marketed and explained program services to new registrants; investigated data files, client databases and logs, and performed queries on database tables in order to identify possible problems or inaccuracies.
• Prepared standard procedures for resolving common problems, and distributed to clients and to co-workers as required. Used RT as the ticketing system to log trouble tickets.
• Supported the National Institutes of Health (NIH)/ Center for Scientific Review (CSR) provided temporary support of an office move.
• Disconnected desktops, laptops, and peripherals. Setup of desktops, laptops, and peripherals.