SUMMARY:

• I am a computer software and hardware support technician with over 5 years of experience in the field of information technology.
• I possess strong experience performing over - the-phone and in-person troubleshooting PCs, laptops, printers and peripheral devices.
• I have strong skills with Windows XP, 7 and 10 operating systems and have performed operating system migrations and refreshes.
• I have experience working with Active Directory, as well as Remedy, and understand trouble-ticket creation, escalation and responsibility.
• I also have multiple years of experience troubleshooting and supporting Microsoft Office applications, as well as general Blackberry phone support.
• I have worked with troubleshooting VPN connections, performing remote support and have experience with hard drive encryption.
• In addition to my professional background, I also possess the excellent verbal and written communication skills necessary for this position. My communication skills and IT support background make me an excellent candidate for a position as a Queue Manager.

TECHNICAL SKILLS:

Operating Systems: Windows XP/7/10

Trouble Ticket Management Software: BMC Remedy, HP Service Manager 7

Microsoft Office: Outlook, Word, Excel, PowerPoint (MS Office 2003/2007/2010/2013/2016 )

Remote Access: Microsoft Remote Assistance, Remote Desktop Connection, Symantec PC Anywhere

Administrative Tools: Active Directory (account updates, password resets, unlocks, etc.)

Hard Drive Encryption: BitLocker, Check Point Endpoint Security

PROFESSIONAL EXPERIENCE:

Confidential, Woodlawn, MD

Service Desk Agent / Queue Manager

Responsibilities:

• Worked as a Queue Manager to reduce Service Desk ticket queues and prevent failing Service Level Agreement goals.
• Acted as an internal escalation point for Tier 1 Agents and other Teams.
• Responded to all Triage ticket escalations.
• Collaborated with Incident Response Team and Security Operations with remediating virus/malware threats.
• Acted as a Subject Matter Expert on the Service Desk for Cisco Jabber, and as a liaison between the Service Desk and Cisco Engineers.
• Acted as a Subject Matter Expert for HSPD-12 related issues (Smart card logon, certificate conflicts, exceptions, etc.)
• Monitored call times of Tier 1 Agents, and reached out to assist Agents that were at/approaching long call times.
• Created documentation for the resolutions of known issues.
• Maintained Data Spreadsheets of commonly used information (i.e. Approved Software Lists)
• Aided E-Support/E-mail Team to reduce e-mail queues.
• Performed Tier 1 Service Desk Agent responsibilities, to assist the Service Desk in meeting Service Level Agreement Goals.

Confidential, Woodlawn, MD

Service Desk Agent Tier 2

Responsibilities:

• Acted as an internal escalation point for Tier 1 Agents and other Teams.
• Educated Tier 1 Agents about the resolutions/fixes for their escalations.
• Responded to all Triage ticket escalations.
• Supported Queue Managers to reduce Service Desk ticket queues and prevent failing Service Level Agreement goals.
• Aided E-Support/E-mail Team to reduce e-mail queues.
• Collaborated with Incident Response Team and Security Operations with remediating virus/malware threats.
• Acted as a Subject Matter Expert on the Service Desk for Cisco Jabber, and as a liaison between the Service Desk and Cisco Engineers.
• Assisted User’s with HSPD-12 related issues (Smart card logon, certificate conflicts, exceptions, etc.), as a Subject Matter Expert.
• Monitored call times of Tier 1 Agents, and reached out to assist Agents that were at/approaching long call times.
• Created documentation for the fixes to common and more-complicated issues.
• Performed Tier 1 Service Desk Agent responsibilities, to assist the Service Desk in meeting Service Level Agreement Goals.

Confidential, Woodlawn, MD

Service Desk Agent Tier 1

• Responded to requests for technical assistance via phone and e-mail.
• Demonstrated proper phone etiquette, followed procedures and maintained accurate logs of inquiries and concerns. Utilized Remedy trouble ticketing system.
• Provided first and second level support for user administration, application software, network support, and general troubleshooting. Supported Microsoft Office applications, utilized Active Directory and supported VPN connections.
• Assisted users via oral instructions or via remote support (Microsoft Remote Assistance, Symantec PC Anywhere
• Identified known issues and applied appropriate resolutions or escalated to higher tier groups for resolution
• Provided printer troubleshooting support as well as general Blackberry phone support.
• Provided Internet Explorer troubleshooting, especially with government-based web-applications involving Java.
• Assisted User’s with HSPD-12 related issues (Smart card logon, certificate conflicts, exceptions, etc.), as a Subject Matter Expert.

Confidential, Coldwater, MI

IT Support Technician

• Installed, repaired, upgraded, and deployed Workstations and Notebooks. Imaged computer systems via PXE, DVD, and USB Thumb Drives. Installed software to meet different department standards.
• Used BitLocker to encrypt hard drives.
• Deployed VoIP phones.
• Assisted users with the migration from Win XP to Win 7.
• In-processed, managed, and disposed of devices via Active Directory and asset management software.
• Communicated with internal and external customers, via phone, e-mail, and Instant Messaging applications
• Worked as part of a two-person team to automate the imaging process, increasing productivity by 400%.

Confidential, Boise, ID

IT Support Technician

• Responded to requests for technical assistance via phone and e-mail.
• Demonstrated proper phone etiquette, followed procedures and maintained accurate logs of inquiries and concerns. Utilized Remedy trouble ticketing system.
• Provided first and second level support for user administration, application software, network support, and general troubleshooting. Supported Microsoft Office applications, utilized Active Directory and supported VPN connections.
• Used proprietary tool for user hard-drive encryption and encryption troubleshooting.
• Assisted users via oral instructions or via remote support (Microsoft Remote Assistance, Remote Desktop Connection, Adobe Connect)
• Identified known issues and applied appropriate resolutions or escalated to higher tier groups for resolution
• Provided support for outgoing Citrix connections and basic Hosted Virtual Desktop issues.
• Assisted User’s in establishing a VPN connection to the company network.
• Provided printer troubleshooting support as well as general Blackberry phone support.

Confidential, Boise, ID

IT Intern

• Responded to requests for technical assistance in person, via phone, and electronically.
• Diagnosed and resolved technical hardware and software issues.
• Researched questions using available resources..
• Logged all help desk interactions with Numara Track-It Help Desk software. Tracked and routed problems and requests, then documented resolutions.
• Identified and escalated situations requiring urgent attention.
• Worked with technical support from manufacturers to resolve problems with contracted equipment.