SUMMARY:

• Excellent oral and written communication skills.
• Excellent phone etiquette.
• Strong technical aptitude, including excellent troubleshooting skills.
• Ability to work with users who have limited technical knowledge.
• Ability to instruct users.
• Ability to work in a fast - paced, dynamic environment.
• Ability to interface with all levels of management.
• Excellent time management, scheduling, and organizational skills.
• Ability to work well independently or in a team setting.
• Attention to detail.

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk Analyst Tier 2

Responsibilities:

• Respond to IT incidents and requests received from the DHS user community via phone calls, email, and walk-ins.
• Troubleshoot and resolve user incidents and requests dealing with the Confidential operating system, Active Directory, Confidential Office Suite, Confidential, Citrix, and all DHS-owned Commercial Off-the-shelf (COTS) products.
• Troubleshoot and resolve user incidents and requests dealing with all DHS-owned Government Off-the-Shelf (GOTS) products. This includes web applications, mainframe applications, and other proprietary applications.
• Perform password resets for AD, Confidential, Confidential, 2 Factor, VPN, Citrix, and proprietary application accounts.
• Utilize the Remedy ARS Coding Scheme to escalate tickets properly to the responsible team when necessary.
• Meet all Service Level Agreements (SLA).
• Working knowledge with STEM policy, priorities, and programs
• Perform tasks provided in the Incident Management Plan to resolve incidents.
• Provide weekly status reports to the Service Desk Lead.
• Attend all team and individual team meetings.
• Adhere to all DHS policies and procedures. change request or correction request
• Perform ad-hoc data analysis and determine when repetitive ad-hoc requests should be included as standard reporting
• Understand data standards and identify data abnormalities. Instill data quality in all solutions delivered.
• Pursue understanding and investigating parts of the system where we have little knowledge, communicating and capturing that information for other team members to understand

Helpdesk Analyst Tier 1/2

Responsibilities:

• Respond to IT incidents and requests received from the OPM user community via phone calls, email, and walk-ins.
• Troubleshoot and resolve user incidents and requests dealing with the Confidential operating system, Active Directory, Confidential Office Suite, Confidential, Citrix, and all OPM-owned Commercial Off-the-shelf (COTS) products.
• Troubleshoot and resolve user incidents and requests dealing with all OPM-owned Government Off-the-Shelf (GOTS) products. This includes web applications, mainframe applications, and other proprietary applications.
• Perform password resets for AD, Confidential, Confidential, 2 Factor, VPN, Citrix, and proprietary application accounts.
• Utilize the Remedy ARS ticketing system to record incidents/requests, providing detailed information such as the user’s issue, the steps taken during the diagnosis phase, and solutions.
• Utilize available Standard Operating Procedures (SOPS) and the Remedy ARS Knowledge Base to provide first-call resolutions for user incidents and requests over the phone and remotely through LANDesk.
• Utilize the Remedy ARS Coding Scheme to escalate tickets properly to the responsible team when necessary.
• Meet all Service Level Agreements (SLA).
• Perform tasks provided in the Incident Management Plan to resolve incidents.
• When tasked by the Service Desk Lead Manager, assist Tier II technicians in performing tasks provided in the Problem Management Plan to resolve reoccurring incidents.
• Follow up with customers and update the Remedy Work Info with detailed information during the lifecycle of a ticket.
• As part of the Call Management process, escalate tickets to the Tier II and III staff when first-call resolutions are not provided in the time governed by the Service Desk SLA.
• When tasked by the Service Desk Lead Manager, create or revise Standard Operating Procedures (SOP).
• Perform account-administration tasks, such as entry procedures, exit procedures, and permissions, for Active Directory, Outlook, and all other OPM-owned COTS and GOTS products that require account administration.
• Provide weekly status reports to the Service Desk Lead.
• Attend all on-the-job training camps.
• Attend all team and individual team meetings.
• Adhere to all OPM and GSS policies and procedures.

Confidential

Deskside Support/Helpdesk Tier II

Responsibilities:

• Analyzes, diagnoses, configure and troubleshooting software, network and hardware (Laptops, PCs, Confidential, Printers, Handheld devices, Cameras, and Scanners) as well as network issues by via phone, email or/and in-person.
• General Confidential and android troubleshooting
• Confidential Powerpoint, Word and Excel Trobleshooting
• Utilizing Remedy ticketing system to update status, including escalating unresolved calls to other technical support team or Create work order ticket for software and hardware issues.
• Document end user identification information and Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Analyzing work ticket history to be proactive in providing customer with recommendations for hardware maintenance upgrades, and identifying any trouble ticket trends to isolate future problem areas.
• Incidence coordinator for all communications, internal and external for the duration of the incident called in that the organization supports.
• Unlock and create user account in Windows Active Directory (AD)
• Troubleshoot user training in learning management system (LMS)
• Troubleshooting CAC card and Solving record issue
• Email stats for the weekly Service Desk report on call trends, hardware and etc...
• Very familiar with standard windows web browsers such as Confidential, Confidential and Confidential .
• Supporting home users to V.I.P clients.

Public Partnership; Caregiver

Responsibilities:

• Provide scheduled care, and personal care; for example, bathing, dressing and feeding.
• Extensive data entry experience along with Confidential Excel experience.
• Very familiar with standard windows web browsers such as Confidential, Confidential and Confidential .
• Encourage activities in line with the child needs and capabilities.
• Report unexpected changes of the child bodily, mental or emotional health to the agency and to family.
• Night time assistance.
• Implement and support resident care-plan.

Confidential

Event Network; Retail Associate

Responsibilities:

• Ensure that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining solid product knowledge and all other aspects of customer service.
• Extensive data entry experience along with Confidential Excel experience.
• Very familiar with standard windows web browsers such as Confidential, Confidential and Confidential .
• Maintain an awareness of all promotions and advertisements.
• Assist in floor moves, merchandising, display maintenance, and housekeeping.
• Assist in processing and replenishing merchandise and monitoring floor stock.
• Aide customers in locating merchandise.
• Communicate customer requests to management team.
• Assist in completing price changes within the department.
• Participate in year-end inventory and cycle counts.
• Assist in ringing up sales at registers and/or bagging merchandise.
• Any other tasks as assigned from time to time by any manager.