SUMMARY:

• IT Professional with many years of government contracted helpdesk experience.
• Provided effective practical problem solving and solid trouble shooting skills in high - volume multitasking 24x7 call center.
• Demonstrated strengths in active listening and asking probing questions to clients’ needs to analyze the issues thoroughly. Rapidly troubleshooting and resolving clients’ issues with software, hardware, printing issues, networking issues and office equipment
• Demonstrated strengths in and running NOC, while multitasking with phone, email and creating SLA tickets while handling other contracts’ needs while an average of 60 calls daily with an 85% first-call resolution ratio per contract.
• Experience with troubleshooting with supporting Microsoft office 2010 and 2013 plus.
• Diagnose and resolved a wide range of software, hardware, connectivity and password issues with troubleshooting the cause of the incident and detailed documenting with BMC remedy ticketing system for trending or dispatching to site technician or administrators as necessary.
• Assisted client software how-to needs with in house web base software, Microsoft office 2000 and XP.

TECHNICAL SKILLS:

Software: MS Office 2003/2007/2010/2013 (Word, Excel, Outlook, PowerPoint, OneNote)

Browsers: Internet Explorer, Firefox, Chrome, Safari, Edge

CallTracking Tools: BCM Remedy, once source, Peregrine, Siebel

Hardware: Desktops, Laptops, Printers, Office copiers, IPhone\ IPads, Android phones

Networking: LAN & VPN/Remote Connectivity, TCP/IP, SecureID Keyfob

Operating systems: Windows XP, 7, 8.1 and 10. Apple IOS 10.3.1, Android 6.0.1

PROFESSIONAL EXPERIENCE:

PC Technician

Confidential

• Two day project with PC Migration for Digital Globe.
• Helped move 250 PCs (Window MACs and Thin Clients) to different place in the building. Then setup PCs.

Help Desk Support

Confidential, Denver, CO

• Supported supporting over 10,000 employees per day via phone, helpdesk online request queue or chat. Processed average of 40 tickets daily using once source ticketing software.
• Helped with creating tickets for MAC request (Move/Access/Change) and send to the correct Admin.
• General troubleshooting and support with Microsoft windows, IOS, Android and MS Office. Helped users install software or drivers or reinstall software as needed.
• Assisted user with networking\WIFI\Cisco VPN\cellular connections\hotspots with how to’s and troubleshooting help. Helped users thru AS400 terminal with password resets and printer resets.
• Worked with VPN, Citrix, Active Directory, Meditech, Cerner, Allscripts/AEHR, MS Office, Bomgar, and other CHI specific programs. Assisted users with HP/Konica Minolta/Plot printers and installing troubleshooting as needed.
• Assisted user with iPhones and Android cell phones with newer phone upgrade requests. Troubleshooting as needed and setup.

Help Desk Support

Confidential, Broomfield, CO

• Supported over 5000 user in America and Canada via phone, email or Microsoft lync chat. Processed and resolved average of 45 tickets daily.
• General troubleshooting with supporting Microsoft office 2010 and 2013 plus, windows 7 how to, driver installs and in house proprietary software. Assisted users with HP\Zebra\brother printers hardware and windows software driver issues.
• Completed managers request for MAC (Move/Access/Change) by accessing tools and moving or granting access or making changes to user’s accounts.
• Assisted users with networking\WIFI\VPN\mobile internet\hotspots issues with how to's and troubleshooting help.
• Reset Domain and proprietary software account passwords per company policies.
• Assisted users with IOS IPhones and how to use support and setup help.
• Setup dispatch with local technicians for site visit if needed with detailed tickets of the description of the problem.

Help Desk Specialist

Confidential, Lafayette, CO

• Routinely exceed call-handling goals, closing an average of 60 calls daily with an 85% first-call resolution ratio per awarded contract. Handled three contract at a time with multitasking skills with Phone, Email, Online Web Chat & NOC Network Monitoring.
• Worked 2nd shift as Tier2 supporting contracts and Co-Workers. Diagnose and resolved a wide range of software, hardware, connectivity and password issues. Gathered appropriate information to assist with troubleshooting the cause of the incident and detailed documenting with BMC remedy ticketing system for trending or dispatching to site technician or administrators as necessary.

Help Desk Specialist

Confidential, Austin, TX

• Supported over 12000 users thru out Texas via phone, email or online chat while multitasking.
• Assisted client software how-to needs with in house web base Oracle, Microsoft office 2000, XP and 2010 software. Troubleshooted and assisted users with how to with software and hardware issues with windows 2000\XP\XP Tablet\Windows 7\iPhone and escalated as necessary.
• Assisted with MAC (Move/Access/Change) forms request tickets and sending the ticket to the correct ticket queue.
• Assisted users with networking\WIFI\VPN\mobile internet\hotspots issues with how to's and troubleshooting help.
• Reset Domain\iPhone and BMC Remedy account passwords per the state of Texas policies.
• Assisted users with Xerox Work Centers\HP printers with hardware and windows software driver troubleshooting.
• Partnered with Tier III, System administrators and local field technicians, providing detailed descriptions of issues and documented troubleshooting steps taken in BMC Remedy call tracking software.
• Unlock/Reset passwords for Microsoft Active Directory, BMC Remedy, Anyconnect VPN, PGP - Symantec encryption and IPhone passcode per state of Texas strong password policy.

Help Desk Specialist

Confidential, Austin, TX

• NOC position in which monitored servers (UNIX, Linux, and Windows), network current status using monitoring software, reporting any outages or alarms, low drive space, hardware or services per documented procedures and per SLA to local managers and to on call admins.
• Reset BMC Remedy and UNIX password per security documented procedures.
• Created Remedy tickets for server\network\software add\change or remove request via Combined Access Request forms (MAC) per to the appropriate IT staff.

Desk/Deskside Specialist

Confidential

• Supported 3500 user in multiple American cities via phone, email or Microsoft Lync chat. Processed and resolved average of 20 tickets daily.
• Assisted users with Office 2010 how to questions and troubleshooted if needed.
• Helped users with windows 7, hardware, software and how to questions.
• Assisted users with HP printers how to questions, hardware and windows software driver issues.
• Assist clients with VPN, SecurID keyfob, Microsoft Outlook web access, PeopleSoft time card and Active Directory password unlock/reset and logon issues per security policy.
• Troubleshooted software and hardware issues and escalated as needed to deskside support per contract with BMC Remedy tickets.