SUMMARY:

• tier II queue manager to ensure all tickets are assigned to the correct team and updated regularly
• Provide service desk metrics relating to call volume, ticket handling and customer satisfaction
• Monitor Tier II tickets to ensure all service level agreements (SLA’s) are met
• Monitor customer satisfaction surveys and mitigate poor survey responses
• Maintain and track licensed software and approve/disapprove software installs
• Created and maintained the DOD - IG JWICS Windows 7, 8 and 10 image
• Assist in conducting personnel interviews

TECHNICAL SKILLS:

Software:: VM Ware Technical school training and practice, Active Directory; Remedy, Service-Now, IT Service Manager; Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows 7; basic HTML; basic understanding of database

Hardware:: PC software and hardware imaging and support; HP desktops & laptops; Dell desktops & laptops; HP printers; general computer builds and repairs; hardware installations and swaps, System updates and RAM upgrades

Networking:: Networking experience (running cables, troubleshooting connections), switches configurations

Support:: Helpdesk: escalate and document ticketing systems, customer service; On site desktop support (email, phone, and in person)

Languages: Nigerian dialects: Igbo, Yoruba, Basic Spanish, Basic Caribbean

Toast Masters:: Public speaking and presentations

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria VA

Lead Tier II technician

Responsibilities:

• Responsible as tier II queue manager to ensure all tickets are assigned to the correct team and updated regularly
• Provide service desk metrics relating to call volume, ticket handling and customer satisfaction
• Monitor Tier II tickets to ensure all service level agreements (SLA’s) are met
• Monitor customer satisfaction surveys and mitigate poor survey responses
• Maintain and track licensed software and approve/disapprove software installs
• Created and maintained the DOD-IG JWICS Windows 7, 8 and 10 image
• Assist in conducting personnel interviews
• Training and mentoring new technicians
• Actively monitor call and email volume to ensure sufficient coverage
• Motivate other team members to continue providing industry leading support
• Created training materials for new employees and led new employee training seminars in a classroom environment
• Proctored Windows 8.1 training in a classroom environment
• Tier II troubleshooting and problem solving

Confidential, Washington, DC

Desktop Support/IT Specialist

Responsibilities:

• Provide onsite and offsite technical support on a daily basis.
• Take support calls and log issues into problem management system-service manager
• Diagnose basic hardware and software problems by phone, in person and remote desk management procedure
• Respond to customer inquiries and answers customer's basic questions
• Assists client via research and problem solving
• Participate in new installation and tech refresh projects
• Participate in major pc moves projects
• Baseline Windows 7 and XP computers support on a daily basis
• Research and design SOP and create knowledge base for difficult issues
• Execute new projects as assigned

Computer Support Technician

Responsibilities:

• Configure Adaptive Security Appliances, firewalls, routers, and proxy servers to correct network security vulnerabilities identified in network security reviews or risk assessments
• Provide input in drafting information systems security documentation such as risk assessments, disaster recovery plans, business continuity plans, and user security guides
• Utilize Solar Winds network monitoring tool to monitor the status and performance of firewalls, load balancers, servers, routers, and switches
• Install and configure load balancers, intrusion prevention systems (IPS), fiber optic cables, Ethernet cables, and wireless networks
• Lead a project to increase hard drive or memory capacity to improve Windows Server 2012 operating system performance
• Perform Windows Server 2012 repair duties including the installation and troubleshooting of all of the following: computer hard drives, RAM memory, network interface cards, printers, and data storage devices such as disk arrays

Service Desk Analyst

Responsibilities:

• Service roughly 75,000 end users of U.S. State Department and 50,000 domestic 25,000 overseas
• Employed for the IT Service Center providing Tier I/ II duties for Department of State
• Remotely accessing PCs using Remote Desktop software to fix MS Office Applications / Registry editing and Adding and installing various desktop applications, updating drivers, and antivirus definitions
• Full range of duties including setting up new / transferring government accounts to performing Password Resets and updating GAL entries
• Installing / troubleshooting defective PC components such as hard drives, power supplies and video cards
• Daily usage of Active Directory and MS Exchange 2003
• Provide blackberry support for BES and blackberry handheld devices
• Daily use of the Remedy 7.1 application suite to manage and respond to help desk tickets as the automated tool used in the organization
• Maintain user account and network access using Active Directory, and Exchange Management
• Create shared mailbox, distribution list, and shared calendars
• Modify permission in Active Directory, on the network for printers and network drive mapping.
• Assist user remotely using SMS tools

Data Center Technician

Responsibilities:

• Proficient in structured cabling installation and line testing and certification
• Installation and termination of HP servers, upgrades and swapping of HP blade chassis
• Configuration of ilo on HP blade chassis (Management port)
• Proficient in Cat 6/5 termination to patch panel
• Retrofit additional data lines for commercial office network
• Installation of pathways for structured cabling per industry standard
• Documentation of repair history, walk through, temperature tracking and equipment inventory and maintenance
• Operating with service-now application system to resolve or escalate ticket
• Operate with outlook e-mail system to communicate with remote and local management and team members