SUMMARY:

• IT Help desk analyst with proven 14 years of Information Technology experience in that receive inbound troubleshooting in a Helpdesk/Desktop support environment. I bring a proven track - record of success delivering efficient solutions to business systems problems. My key attribute is the ability to properly resolve all business technology issues. I am for a challenging, yet suitable opening in the area of Help Desk/Desktop Analysis that offers better career prospects as well as a challenging environment.

TECHNICAL SKILLS:

• MS Office 2013
• Windows 7
• Windows 8
• Excel 2013
• Outlook 2013
• Word 2013
• Active Directory
• Remedy
• Magic Remote Assistance
• Blackberry Pocket
• PC Lotus
• Notes
• VPN

PROFESSIONAL EXPERIENCE:

IT Support Center Helpdesk Technician

Confidential, Baltimore, Maryland

• Providing Tier 1 & 2 and System Administration support for end users both employees and contractors who have access to Confidential \Exelon network and applications. Submit service tickets to proper support group for specific application issues for issues that cannot be resolved within the help desk.
• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network on multiple, widely diversified computer platforms using HP Service Manager for Ticket tracking and status updates for customers
• RSA token deployment and troubleshooting for remote users, with both physical and smart phone token devices, walk client through set up's and install of new RSA tokens.
• Citrix server application use and troubleshooting
• Assist building the Knowledge Base for team use in preparation of new work for the account.
• Assist new hires with answering questions on application and troubleshooting processing when new on the phones and continue to mentor when Leads are unavailable for assistance.
• Installs, removes and upgrades software packages to include office automation, and special purpose software, profile rebuilds, local PC, Outlook and Citrix.
• Verify account access in Active Directory, Microsoft Exchange Management Console, RSA Console, Citrix Farm, Access Requests Systems, and Blackberry Enterprise Server

Confidential, Columbia, MD

Help Desk Analysis

• Receives calls for assistance with software, hardware and system related questions and problems. Generates "trouble ticket" and determines appropriate action to be taken. Works to resolve problem and/or monitors progress toward timely solution. Follows up with internal client, to ensure problem was resolved satisfactorily.
• Provides desk side support and repair as well as telephone assistance.
• Resolves special project requests (WOFs) as assigned. Typical WOF’s may include software installations, basic network management functions and assisting with PC installations as needed.
• Works with end users to determine specific problems and provides assistance in a courteous and professional manner. Provides instruction when possible to help users become more knowledgeable of applications.
• Provides project support to the Tech Services unit and functions as a bridge between that unit and the Help Desk.
• Provides assistance with the upgrading and installation of hardware, as needed.
• Provides guidance and assistance to other Help Desk techs as needed.
• Ghosting and imaging of desktops and laptops.
• Maintains the standard desktop and departmental system images. Installs and modifies desktop systems throughout the organization including but not limited to the install and configuration of CPUs, peripheral equipment such as monitors, keyboards, printers, and disk drives, system cables, application software, etc.
• Assists with the installation of technology initiatives (large deployments, upgrades, relocation efforts) on an as needed basis.
• Provides technical assistance and training to users.
• Performs special projects as assigned. These projects may be of varying lengths and complexity, and may occasionally relate to technical areas or bank operations that extend beyond this positions normal job functions.

Confidential, Baltimore, MD

Senior Help Desk Specialist

• Reduced the number of repeated calls from 85% to 41% in less than four months, and reached the Corporate SLA-benchmark
• Corporate liaison with end users (international accounting firm, IRS, Property Tax Assessors). Report directly to CIO. Selected Contributions:
• Provided technical support to internal, external and remote users including desktop, servers, domain user profiles, active directory and schema management.
• Supervised junior help desk/desktop support staff, assigned tickets escalated tickets to different level based on priority.
• Use remote access technology to resolve server and desktop related issues at client’s location. Installed, configured, and support either a VPN or Citrix server solution at Client sites.
• Improved relations with and reduced turnover among mid-management and support staff.
• Reduced the number of repeated calls from 85% to 41% in less than four months, and reached Corporate SLA-benchmark.

Confidential, Baltimore, MD

System/Network Administrator

• Supervised System audit teams. Representative client list included external firms, manufacturers, government entities, and financial institutions.
• Upgraded 1500 Aon Employees desktop and laptops for the company end users
• Modified, assisted, DNS, FTP, SSH, HTML, XML, SNMP, and Web services.
• Migrated end-users data from older model desktops to newer models and operating systems (Windows 2000 to Windows XP).

Confidential, Baltimore, MD

Technical Support

• Assisted subordinates and supervisors in identifying and resolved problems.
• Maintains higher standard of excellence in a network environment.
• Implemented networking software to monitor and backup data relating to the summer school program.
• General technical support and technical troubleshooting.