EUA Admin Resume , Windsor Mill, MD - Hire IT People

PROFESSIONAL SUMMARY:

Customer service focused Technical Support Specialist with over 9 years’ career experience in help desk environments. Highly adept in systems analysis diagnostics and troubleshooting and conflict resolution.
Exhibits excellent organizational and problem - solving skills.
Works well in team environments and displays strong work ethic.
Clearable for Secret clearance. Served in the US Navy Reserves as an IT2 from 2001-2009.

TECHNICAL SKILLS:

Microsoft Office Suite (Word, Excel, Power Point)
Windows 3.x, Windows 9.x, Windows 2000, Windows ME, Windows XP, Windows Vista, Windows 7, Windows 8.0 and 8.1, Operating System
Internet Explorer, CHROME and Mozilla Firefox
Analytical and diagnostic skills
Remedy 8.1 Help Desk/Incident Management software
Customer satisfaction focus
PC hardware architecture
Troubleshooting/problem solving techniques
Website Editing using Drupal

PROFESSIONAL EXPERIENCE:

Confidential, Windsor Mill, MD

EUA Admin

Responsibilities:

Responsible for assisting in the resolution of end users IT related issues while maintaining a partnership and working relationship with the service providers to improve process and services.
Resolve Level I & Level II escalations by working the more complex and time consuming issues and begin root cause determination.
Act as a process escalation point to expedite aged tickets.
Responsible for mentoring and assisting other technicians with tickets.
Assist in choosing ‘best in class’ tools for future use.
Diagnose and quickly determine customers issue.
Proficient with imitating process improvements on the service desk.
Perform application trouble shooting, identify errors, trends and recurring issues.
Engage in solution of Root Cause and document and correct policies and procedures.
Maintain and/or provide knowledge documentation for first and second level desk support and ensure appropriate updates are recorded in the knowledgebase.

Confidential, Greenbelt, MD

Sr. Support Desk Analyst

Responsibilities:

Level I & II Tier Support Desk Specialist will be the first point of contact for approximately 10,000 users.
Responded to incoming questions in a timely manner, track 100% of all customer contacts, research questions and issues and resolve each interaction with customer satisfaction.
Escalated problems to tier 2 personnel when appropriate via proper escalation procedures.
Documented each contact with details and enough information as not to cause extra efforts by other support personnel.
Ensured that problems are escalated appropriately until a resolution is reached.
Addressed customer software issues.
Entered all trouble calls into an automated call tracking system (RemedyTM).
Maintained a comprehensive knowledge-database of known problems and their resolutions.
Researched, evaluated, and provided feedback on problematic trends and patterns.
Monitored the Help Desk email and voice mail, forward mail as appropriate, and entered reported problems into the Remedy tracking system.
Installed and provided troubleshooting support of Virtual Private Network (VPN) access software.
Provisioned, created and deleted application accounts for users.
Updated Web sites with notifications for NASA using DRUPAL.
Administrator for creating Survey monkey weekly and monthly reports.
Provide weekly and monthly status reports and support documentation for Survey Monkey.
Write/assist in the preparation, distribution, instructions, policies, guidance and standard operation procedures.

Confidential, MD

Computer Operator V

Responsibilities:

Imaged hard drives using Ghost software.
Performed customer service 'help desk' duties as the customer support help desk liaison.
Provided technical assistance to local functional users to minimize operational disruptions.
Tested and analyzed computer malfunctions to resolve physical operating problems.
Set up and maintained account restrictions and user rights.
Ensured password controls and procedures were followed.
Independently performed power-up/down procedures for operating system with associated hardware resources.
Provided guidance and assisted to technical personnel and customers under the DOIM IM/IT policies.
Set-up, configured and troubleshoot new pc’s, PKI and Active Directory for new and existing users.
Responded to system failures and resolved and performed diagnostic tests.
Installed, configured, trouble shouted, and maintained hardware and software to ensure the availability and functionality of systems.