PROFESSIONAL SUMMARY:

• IT support of 9 years as Help/Service Desk Tier 1, First Point of contact agent handling 70 or more inbound calls or emails from internal and external users with general technical issues ranging from network password resets to application support, as well support of Email and Network Connectivity issues using Remote Access and daily server access. Utilized Active Directory for Windows XP, Windows 7, Novell iManager Client with Administrative Rights.
• Supported MS Outlook, Google groups email and web access on a private network.
• Logged all requests for assistance and incidents using various ticketing programs consisting of GetIT ticketing system, Remedy ticketing System, HP Service Manager Ticketing Service, Footprints Ticketing System.
• Remotely assisted external work from home users using Zenworks and ZCM programs, LANDesk Remote Controller, Windows RDP, Virtual PC access using Citrix, MS Communicator Connected to users using Cisco VPN, RSA access (application or physical key fob), Citrix server applications using Administrative Privileges on a private network.
• Well versed in mobile Support using BES for Blackberry and Mobile Iron and Maas 360 for iPhone and android cell phones.
• Administrative Office experience as an Administrative Assistant, Council Board Member and HR assistant.
• Assisting with and Administrative Assistant skills have moved me into more administrative rolls on a Tier 2/3 Assisted with and created documentation for Help Desk Department business processes, office procedures, database management. As well assisted with editing and updating Knowledgebase articles, SharePoint Records for daily Help Desk procedures, Call center scripts, training documentation for on boarding of new hires.
• Occasional logistics management of PC and office equipment inventory, office procurement needs and daily administrative duties.

PROFESSIONAL EXPERIENCE:

Application and Portal Analyst

Confidential, Maryland

• Created and edited Programs Scripts for the Level 1 Call Center Department.
• Assisted with documentation and editing of Operating Procedures, Business Model FAQs and Processes for four 4 different Program Models.
• Created and assisted in the maintenance of the Internal Excel Spread sheets of POC information for External Data Portal users.
• Created Remedy tickets in reference to adding or updating the received POC information.
• Created Daily Report tickets for 2 specific programs to update and verify Portal Users provided Business Identification Number.
• Access to Sharepoint Repository to log and/or review team documentation and meeting minutes.

Helpdesk Admin

Confidential, Maryland

• Resolved incoming calls for daily password resets in Active Directory for windows 7, AS400 and Citrix server applications on a private network.
• Resolved Remote VPN connections all logged into the GetIT ticketing system.
• Updated and Created Active Directory Accounts for users.
• Maintained and updated a Citrix based application for external and internal new and existing users.
• Used remote program to assist with General troubleshooting of Microsoft Office Applications.

Helpdesk Analyst

Confidential, Maryland

• Supported incoming calls and emails from users using Remedy ticketing System with Google groups email system on a private network.
• Used Novell iManager to resolve network password issues, rights, and general account information.
• Use of Zen works and ZCM programs for remote access to assist with general trouble shooting and network refresh of applications and updates, as well network printer installation and support.
• Occasional reimaging of desktop machines to baseline format with standard operating software and programs, approved for departmental use.
• Assisted internal Asset Management Team with PC and office equipment inventory distribution or reclaiming once no longer assigned to a user and/or department staff.

Tier 1 Support

Confidential, Maryland

• Support calls and emails using HP Service Manager Ticketing Service.
• Assist internal employees using WIN XP or WIN7 with mid - level troubleshooting, resolution or triage of issues.
• Network Password support using Active Directory with Administrative Rights.
• Remote Support using either LANDesk Remote Controller, Windows RDP, MS Communicator.
• Resolve wireless connections using RSA access (application or physical key fob), VPN, Remote Desktop, and / or Virtual PC using Citrix.
• Assist with internal applications and programs on a Citrix Server using Administrative Privileges.
• Mobile Device Support using BES for Blackberry and Mobile Iron for iPhone and android cell phones. Including recent change to Maas 360 for all Mobile devices.
• Occasional assistance with access to shared drives and file shares, printer mapping.
• Assisted database team with updates, changes to Knowledgebase and SharePoint records.

Helpdesk for Federal Grant Submissions

Confidential, Maryland

• Supported calls created and tracked using Remedy Ticketing System and Footprints Ticketing System.
• Assisting Departments and small businesses submit Federal Grant Applications for Science and Research Funding to include proper submission of documentation formats, size restrictions and document uploading.
• Troubleshooting support for internal NIH users and external users for University Staff, Health Care Departments within the U. S. and overseas.
• Determining the need of support escalation for internal system issues or back end user requests.

Technical Analyst

Confidential, Maryland

• Support calls were created and tracked using Remedy Ticketing System.
• General PC and MAC troubleshooting for applications and hardware support.
• Network Password resets managed by a Web based Active Directory
• Escalation of support calls and requests to local Technical support.
• Software Install/ updates using a Remote Deployment Program
• Blackberry troubleshooting, Remote Wipe, Synchronization, and push of IT policies to devices.