SUMMARY:

• Experienced IT service desk specialist wif a strong customer service background seeking role to improve and maintain end - user productivity while using company resources.
• 5+ years of Help Desk and technical troubleshooting experience for computing and wireless technologies
• 8+ years of knowledge and experience in Microsoft Office Suite 2002-201 3 in corporate environment
• 2+ years supporting Cisco telecom equipment
• 8+ years of customer support oriented services
• 3+ years of freelance computer building, upgrading, troubleshooting
• 5+ years resolving break/fix issues wif peripheral hardware including monitors, printers, and docking stations
• 4+ Years of Service Desk experience under teh Confidential V3 Model
• 4+ years working in Active Directory
• 4+years working to provide technical support for Federal Government Agency clients.

PROFESSIONAL EXPERIENCE:

Technical Operations Specialist

Confidential, Columbia, MD

Responsibilities:

• Support Client systems and software utilized by teh BlueCross Blue Shield organization.
• Use of tools including ServiceNow ticketing system, Active Directory, Mainframe, Unix/Linux, Interactive Workspace Client, Microsoft Office Suite 2013, MS Lync 2013, FACETS, Citrix, VDI.
• Provide support to internal Associates and Contractors, as well as Members, Providers, Employer Groups, and Brokers accessing their web based Portal along wif external caller s access issues to teh Client Portals they use.
• Troubleshoot popular browsers (Internet Explorer, Firefox, Chrome, Safari etc.) in support of teh Portal based technology wif e - Commerce functionality in a high call volume support center.

Help Desk Technician Tier1 and 2

Confidential, Columbia, MD

Responsibilities:

• First point of contact for Food Safety Inspection Service (FSIS) employees to resolve break fix issues, application errors, connectivity issues, software updates, antivirus protection, access denials, service requests.
• Same Tier 1 and 2 duties as wif previous contractor

Help Desk Technician Tier 1 Tier

Confidential, Columbia, MD and Washington, DC

Responsibilities:

• First point of contact for Food Safety Inspection Service (FSIS) employees to resolve break fix issues, application errors, connectivity issues, software updates, antivirus protection, access denials, service requests.
• Tier 1 and 2 duties using Footprints ticketing software to create and manage service requests that were received via phone, email, and ticketing portal.
• Troubleshoot and resolve Tier 1 and 2 tickets related to technical, general, and connectivity issues for laptops, printers, docking stations, blackberry s, iPhone, androids, air cards, personal hotspots, scanners, monitors, Microsoft OS s (Win7, WinXP), and propriety software and websites for teh Food Safety Inspection Service
• Support for VPN connectivity using Cisco VPN and Cisco Anyconnect VPN client.
• Used Remote Tools like MS Lync, Remote Desktop, Footprint native remote tool
• Active Directory experience wif password resetting and management of profiles to ensure connectivity to different resources like shared drives and folder permissions
• Perform installations, updates, and deletion of software and hardware like Java, adobe, IE 10 and support for security software like Symantec Endpoint Protection, McAffe Safeboot, and MS Bitlocker
• Consults wif clients in a professional manner during all interactions while meeting SLA s for VIP and non VIP's and software/ hardware vendors when necessary.
• Acts independently to resolve support calls and achieve a high percentage of incident resolution wifout escalation
• Advise and educate end - users on procedural guidelines to ensure a complete solution to technical issues in order to reduce call backs
• As a desktop staging technician for teh Federal Energy Regulation Committee (FERC) me repaired, imaged (SCCM 2012), setup, and troubleshoot desktops and laptops.

Service Desk Analyst

Confidential, Halethorpe, MD

Responsibilities:

• Level 1 support of  over 3000 Confidential and their subsidiary companies employees across teh country
• Utilized CA Service desk ticketing system to create and resolve trouble tickets from inbound phone calls, email, and self - service tools
• Resolved hardware issues, ex. monitors, desktops, laptops, computer peripherals, handhelds like blackberry Android and IPhone/IPad, local printers, network connections etc.
• Resolved issues wif software, ex Win XP, Win 7, IOS, Android OS, Office suite 2007-201 0, Salesforce, Microsoft 365, WebEx, VMware, Cisco Unified Communicator, Cisco phones and other internal programs and sites
• Completed and resolved tasks using programs such as Active Directory, Microsoft exchange server, Malware Bytes and remote tools such as Dameware and Go to Assist

Help Desk Analyst, L-3, Derwood, MD 

Responsibilities:

• Level 1 support of Montgomery county government employees for an Confidential accredited Help Desk
• Created and resolved trouble tickets from incoming calls, voicemails, and emails using a BMC remedy software platform.
• Settled hardware issues, ex. monitors, desktops, laptops, computer peripherals, hand held devices, local printers, etc.
• Troubleshot software and network issues including Microsoft Office Suite, software installations and repairs, support for dozens of County related applications, internet connectivity, VPN connectivity, Antivirus, spam, Active Directory, etc.
• Utilized remote tools, such as Bomgar and Microsoft System Management Server

Tier 1 Help Desk Technician

Confidential, Alexandria, VA   

Responsibilities:

• Tier 1 and tier 2 help desk support for over 7,000 United States Patent and Trademark Office employees
• Created trouble tickets using Remedy 7.6 and 6.3
•  Meet and exceed service level agreements for quality customer service in a timely fashion and specific documentation for each user by phone or email
• Troubleshot Win 7, XP OS issues, USPTO applications, VPN issues, and Virtual Machine issues using remote access tools, such as PCAnywhere, Remote Assistance, Secure Meeting, and Microsoft Office Communicator

Technical Support Coordinator

Confidential, Hanover, MD

Responsibilities:

• Assisted a high volume of inbound customer calls from a potential 100 million subscribers
• Utilized teh remedy system for issuing and resolving trouble tickets
• Internal Clearance to access secure wireless service related systems
• Troubleshot service and equipment issues
• Prioritized and organize customer follow - ups to ensure timely resolution
• Evaluated customer concerns and resolve problems to ensure customer s satisfaction

Retail Sales Consultant

Confidential, Columbia, MD

Responsibilities:

• Troubleshot customer equipment and store equipment to ensure proper resolution for client issues
• Achieved and exceed diverse sales goals
• Assisted management wif keeping teh knowledge base for products and services current for 15 employees as teh Subject Matter Expert for teh store
• Tracked product and service changes of competitors
• Monitored products, displays, equipment, and various other essential parts of teh store
• Ensured customer satisfaction that measure at over 90% in customer feedback scoring