SUMMARY:

• Analyzes and resolves problems with a goal of 90% First Call Resolution.
• Support Microsoft Office Prof, Windows 2010/2013, MAC/OSX
• Support Proprietary software application
• Procedure control and problem prevention
• Ability to Lead and Manage associates
• Investigates causes, tests solutions, and puts solutions in place to reduce calls to the help desk.
• Works to eliminate recurring problems
• Watches for trends that indicate potential problems & risk.
• Ability to think of the customer as the most important part of the job.
• Well versed in dealing with and/or responding positively to complaints, problems, and sometimes negative responses.
• Promote a professional help desk image and environment
• Able to understand help desk priorities and objectives and taking an active role in accomplishing the objectives.
• Able to provide technical guidance, training, and staff development for the Customer Service Representatives

TECHNICAL SKILLS:

• Microsoft Office Exchange 2010/2013
• Experienced in MS Outlook, Internet & Networking, File Share, Print Server
• MAC/OSX 10.7 +
• Active Directory
• Encryption of assets
• Asset Inventory
• Remote Access (Remote Desktop,Lansweeper, VNC, Bomgar, PCAnywhere, Webex)
• Lotus Notes Client
• Password Administration (Active Directory) Reset/unlock
• Citrixs - GlobalProtect-VPN Support & Setup
• SCCM - BigFix - Imaging - Software Distribution - End User Customization
• Sales force, FACETS, Remedy, Web Helpdesk, ServiceNow, Service Center, ConnectWise
• SharePoint 2010/2013
• LanSweeper - Asset Management
• Intranet/Internet
• VDI
• Video Teleconferencing, Lecture Capture Technology, Crestron Control systems, A/V
• Hardware Diagnostics - (Printer, Scanner, CPU, Display, Peripherals)
• Hard disks, CD Drives, CPU, Memory, Power supply unit, Network card, Graphic card
• VoIP, networking and telecommunications devices
• Computers assembling and maintenance & Diagnostics
• Troubleshooting hardware and software problems
• Hand Held devices, laptop. Desktop, iPad, MAC Book, Surface Pro2/3,
• Local On Site Cable - Replacement of defective cables on switches

PROFESSIONAL EXPERIENCE:

Confidential , Washington, DC

Technical Support Specialist/Analyst

Responsibilities:

• Responsible and sole IT Tech onsite for over 400 employees and 2 hospitals in one (SNF/LTACH).
• Responds to and resolves requests for assistance with equipment and connectivity
• Replaces parts and adjusts software and settings on equipment as needed;
• Performs facility-based moves, adds, and changes (MACs), as needed;
• Provides 24x7 on-call support based on regional and facility IT staff rotation;
• Create accounts in Active Directory and Exchange;
• Monitor critical network and infrastructure systems through industry standard monitoring tools and systems;
• Implementation of eMAR
• Implementation of PCC - Point Click Care
• Implementation of (2)Med Dispense Systems (OmniCell/LTACH) & (Allied Pharmaceutical/SNF)
• Performs minor system administration and network administration tasks as needed;
• Documents actions taken in ticketing system
• Answers Help Desk calls all Tiers;
• Logs tickets into ticketing system;
• Escalates priority notifying management on appropriate tickets
• Prepares new equipment to specification;
• Tests new equipment and connectivity to assure it meets specifications;
• Prepares and delivers documentation for equipment;
• Maintains accurate inventory of equipment;
• Delivers and install equipment as necessary;
• Provided appropriate level of training where required
• Participate in corporate sponsored infrastructure and application technology rollouts
• Manages and prioritizes own workload;
• Demonstrates ability to multi-task;
• Possesses strong analytical and troubleshooting skills;
• Demonstrates a customer orientation; strength in analytical, math, and reasoning skills;
• Effectively communicates verbally and in writing;
• Possesses proficiency in MS Office applications;
• Excellent customer service to include good verbal and written communication skills.

Confidential , Newport News, Virginia

Lead Desktop Analyst

Responsibilities:

• Manage a team of 15 desktop support analysts
• Experienced in execution and control and the ability to meet all milestones in a timely manner.
• Highly experience in customer management.
• Ability to analyze work load and future goal setting for the team.
• Demonstrated core competencies of communication, leadership, and the ability to drive and manage change.
• Responsible for setting the standard and documenting the department core principals and objectives.
• Possess excellent customer service and organizational skills.
• Ability to follow through multiple issues in a fast-past environment with priorities in order.
• Proven record not only to manage my team but full ability to hit the frontline and assist the team.
• Installation and testing of over 2500 software applications in order to document process and configurations to include hardware requirements.
• Monitor and escalate critical Request & Task, to include escalation due to SLA requirements
• Oversee Pickup and Delivery of all PC assets, hardware and misc. equipment.
• Maintain internal asset inventory
• Maintain over 1600 software application as it relates to updates, installation documentation and changes.

Confidential , Norfolk & Virginia Beach, VA

Field Support Analyst & Service Desk Analyst

Responsibilities:

• Installed a wide variety of computer hardware equipment.
• Maintained knowledge database and call tracking database for problem resolution
• Installation of licensed software via SCCM/Citrix
• Provided remote-hands work for other IT entities and work@home employees.
• Troubleshot and repaired computer hardware problems of moderate complexity.
• Performed an array of projects which required PC Refresh.
• Responsible for all asset management and inventory management via LanSweeper.
• Member of the Anthem Service Desk inbound Call Center

Confidential , Williamsburg, VA

Help Desk Support Specialist

Responsibilities:

• Supported technology serving 1000 students and 130 faculty and staff
• Supported Laptops, Desktop and MAC
• Windows OS & Software Deployment
• Updated software packages developed and PUSHED to Computer lab systems (BigFix))
• Technically assisted MBA’s with configuration of the laptops
• Assisted with all Classroom technology issues and trouble calls.
• Supported 14 classrooms featuring video teleconferencing, lecture capture technology
• Supported Crestron control system, document cameras and A/V equipment.

Confidential , Virginia Beach, VA

Desktop Support Specialist

Responsibilities:

• Assist customers via phone and email surrounding windows 7 migration
• Provided remote system administration support, system maintenance and operations of windows
• Troubleshoot problems and applied resolution remotely and in a timely manner
• Resolved desktop problems and service request (profile issues, software installs)
• Imaged over 500 PC’s for deployment support from Windows XP to Windows 7

Confidential , Plano, TX

Help Desk Specialist

Responsibilities:

• Experienced in maintenance, programming and diagnosing failures in high technology environment.
• Ability to field and answer problems from customers and direct unsolved problems to appropriate support
• Strong human relations, problem solving and communications skills
• Background and experience in Chat / Phone / Web to Case support channels