SUMMARY:

• Currently possess a Public Trust Clearance
• Prior US Army Service member of 9 years with 17 years of experience in the IT industry.
• Concentration in Help Desk, Desktop Support and System Administration areas
• Experience as a contractor on help desks and in desktop support and system admin roles for several government agencies including FORSCOM in Atlanta, Georgia, NGA in Bethesda, Maryland and the FBI and PBGC in Washington, DC supporting thousands of customers via telephone, remote tools and face to face interactions
• Skilled in the use of iBSM, Remedy, Service Center and Service Manager ticketing systems.
• Skilled in the use of Windows XP, Windows 7, Microsoft Office 2007, 2010 and Active Directory.
• Team player who is dedicated, efficient and hard - working with strong communications skills.
• Great self-starter, self motivated, eager to learn and able to work independently.
• Possess Associate’s Degree from Central Texas College and currently pursuing Bachelor of Science in Information Systems with Strayer University

PROFESSIONAL EXPERIENCE:

Confidential, Maryland

Senior Service Desk Technician

Responsibilities:

• Provides end user technical support for hardware and software applications.
• Manages the iBSM ticket queue that end users use to submit trouble tickets and requests for technical assistance.
• Provides occasional phone support to end users that require technical support for hardware and software applications.
• Responsible for assigning trouble tickets via iBSM to the appropriate groups and users that will work with the end user to troubleshoot/resolve their issue
• Responsible for creating SOPs and other documentation for processes.

Confidential, Maryland

Sales Associate

Responsibilities:

• Provides customer service assisting customers with sales, fashion and pricing questions.
• Provides cash handler duties counting drawers out in the morning, in and night and ensuring the safes counts were correct as well.
• Constantly used in a shift lead position to run the front end of the store and eliminate the need for a manager to constantly be in the area.

Confidential, Washington, DC

Service Desk Analyst

Responsibilities:

• Provides technical support services to the employees of the Pension Benefit Guaranty Corporation.
• Answers telephone calls, remotely troubleshoots and provides desk side support for customers with technical issues related to computer systems, printers, scanners, monitors as well as software packages.
• Using HP Service Manager, creates tickets for tracking caller’s issues and resolves tickets that have issue resolution. Assists customers with issues related to in-house software applications as well as Microsoft Office 2007, 2010, Windows XP and Windows 7.
• Assists customers with issues remotely connecting to PBGC network with Mac and Ipad systems.
• Follows up with callers to ensure that their issues have been resolved efficiently
• Responsible for issue/incident status from beginning to end.

Confidential, Maryland

Technical Support Representative

Responsibilities:

• Provided technical support services to students and caretakers as they set up and use technology from initial start up and set up, virus and spyware removal and resolution of software, hardware, printer and dial-up/DSL/cable-modem/network issues.
• Remotely controlled caller’s computers using GoToAssist to troubleshoot issues
• Logged all calls in call tracking system and created detailed and accurate entries
• Proactively followed-up with callers to verify that issues were resolved and responded to voicemails and web mails.
• Acted as a liaison for web based application problems between users and developers.

Confidential, Bethesda, Maryland

Help Desk Team Lead/Account Creation Team Lead

Responsibilities:

• Created network accounts for all NGA customers after verifying customer’s clearances to have requested accounts.
• Utilized active directory and PeopleSoft in order to request network accounts.
• Input and routed tickets in Remedy for thousands of users.
• Used Active Directory to create contacts and distribution lists for customers as well as password resets and account unlocks.
• Provided Level 2/3 Help Desk Support to end users from the Enterprise Service Center at NGA.
• Updated Knowledge Database used as a tool that kept numerous customer issues and resolutions in one place to assist techs with quickly accessing issues resolutions.
• Assisted customers with problems, questions and general use of Windows XP, 7 and Office 200, 2003 and 2010.
• Assisted Tier 1 and Tier 2 technicians with any questions or problems that they may have resolving an issue that can be resolved at the lowest level.
• Used administrator tool and snap in such as AD console and SMS to resolve end user issues remotely.

Confidential, Washington, DC

Help Desk Technician/System Administrator

Responsibilities:

• Provided desktop support to SIOC group within the bureau.
• Provided workstation installation from the box including monitors and switchboxes, hard drive and memory installation as well as various software installations.
• Completed entire workstation setup and configuration to include adding to workstation to the network and final configurations.
• Imaged or ghosted workstations using basic images stored on the network.
• Provided desktop support to numerous groups within the agency that used SIOC space for briefings and meetings.
• Utilized Service Center ticketing system for ticket input and processing and saved resolution techniques in Service Center so that reoccurring issues could be resolved more efficiently.