Contractor/Consultant Resume , Maryland - Hire IT People

SUMMARY:

IT professional with 19+ years’ experience in Help Desk Support and Management. Skilled in:
Day to day management of IT Help Desk
World class customer service,
Quality Assurance using Witness eQuality
Communication using Skype
Software application support and training,
Quickly learning software programs in order to provide customer support,
Troubleshooting software application issues,
Total call management/ownership,
Troubleshooting pc, LAN/WAN issues,
Windows account creation and administration in Active Directory and Exchange,
Network and internet concepts and protocols, and
Remote Console troubleshooting (Reachout, pcAnywhere, RAS, SMS, Citrix & Bomgar),

TECHNICAL SKILLS:

Hardware and Software: MS Windows XP, Vista, 2003, 2007 and 2008, MS Office 2003/2007/2010 & 2013, Witness eQuality, Citrix, Salesforce, Lotus Notes 4.x/5.x (mail and database), Remedy, Remote Console, PC Configuration and Troubleshooting, Knowledge Base Documentation, Avaya Softphone and Troubleshooting of LAN/WAN issues.

PROFESSIONAL EXPERIENCE:

Contractor/Consultant

Confidential

Responsibilities:

Supervise IT & SSC staff including Team Leads and Customer Service Representatives.
QA staff and coach as needed.
Assist staff with troubleshooting complex student and faculty support issues.
Mentor staff & ensure they have tools to provide world class level service to customer.
Monitor and manage SLA's as contracted by customer. Supervise IT & SSC staff including Team
Leads and Customer Service Representatives.
QA staff and coach as needed.
Assist staff with troubleshooting complex student and faculty support issues.
Mentor staff and ensure they have necessary tools to provide world class level service Customer.
Monitor and manage SLA's as contracted by customer.

Confidential, Maryland

Help Desk/Contractor

Responsibilities:

Provide technical support for external customer base
Achieve quick resolution of issues and close cases on first call.

Confidential, Reston, VA

Help desk position - supported Federal Trade Commission.

Responsibilities:

Managed daily operations of Help Desk of 12 -18 agents.
Achieve quick resolution of issues by applying understanding of computer operations architecture, including LAN/WAN, internet, intranet and mainframe.
Provide excellent customer service with individual computer users while efficiently resolving issues.
Resolve majority of problems on first call, with 100% follow-through and closure.
Consistently record all issues and resolutions in problem tracking system.
Manage customer issues and ensure customers’ satisfaction.
Quality Assurance using Witness eQuality to monitor and provide coaching to support analyst.
Identify cost saving measures, implement proactive detection and resolution.
Initiate processes to decrease call volume and improve business workflow. Recognized by Management for exceeding SLAs, rewarded with stock options and bonuses.
Analyze root cause and call volume trends, recommend changes to improve workflow
Assist to improve team escalation procedures, escalated case tracking processes, and information support rules, and
Perform outage management.

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Contractor/consultant Resume

MarylanD

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