ITO Service Delivery Resume Norfolk, VA - Hire IT People

SUMMARY:

Precise keyboarding skills of 45+wpm
Strong communication ability and an outstanding team player
Microsoft skilled: MS office 2010( Word, Excel, Power Point, Outlook, and Visio), Windows Server 2003,Windows 7, Windows 2008
Excellent customer service skills
Exceptional multi - tasking and organizational skills
Familiar with Citrix, Symantec, Macfee, and Powershell

PROFESSIONAL EXPERIENCE:

ITO Service Delivery

Confidential, Norfolk, VA

Responsibilities:

Performed IAVA mitigations to ensure Microsoft compliancy
Provide troubleshooting and system analysis to prevent system outages
Maintained enterprise services for the NMCI network support over 500,000 customers
Provided technical assistance with multiple application Citrix, office, Symantec, Mcafee

Tech Lead

Confidential, Norfolk, VA

Responsibilities:

Help assist customers correct any defaults in the system
Help maintain a professional tone to meet the customer needs
Complied with customer’s permissions on file servers
Communicate with Request Operations Center with in procedures for outages
Help provide support for the tier 1 agents with questions and escalations
Provided assistance for escalations and long calls
Interacted with other tech leads and supervisors for special projects and any needed support
Worked with supervisors on reevaluating progression tests and updating to current processes used
Backup for providing assistance for VIP and EVIP support
Assist tier 1 agents in providing proper training to obtain higher level of rights
Create and maintain daily reports for agents on progression and stats on calls
Work on ticket feedbacks to help train tier 1 agents on any problem areas where they need it

Service Desk Agent

Confidential, Sterling, VA

Responsibilities:

Help assist customers correct any defaults in any programs
Responsible for taking tier 1 Hardware, Software, Nnpi and working on emails on the unclassified side
Help maintain a professionalism skills to meet customer needs
Complied with any questions and helped train through processes
Provided support for end-user, hardware, and software issues
Maintain to provide assistance in to help maintain network and desktop printers
Research and resolve end users problems and on inquiries on software questions
Provided detail documentation to help clarify resolution and/or escalations within remedy system
Delivered the highest level of customer service by providing quick resolutions on any given problems
Help identify outages and communicated issues with request operation center to provide proper documentation needed for network operations center to resolve the outage