SUMMARY:

I am confident in meeting task requirements utilizing my customer service experience and desktop support skillset. I have 7+ years of excellent Tier 1 help desk experience, 7 years of excellent Asset Management and 15+ years of excellent customer service with a desire to learn more. I have utilized Remedy and Heat ticketing systems. I have experience utilizing the remote - in application Dameware, Active Directory, Exchange Management Console and Citrix.

TECHNICAL SKILLS:

• Microsoft Office Suites 2010 (Word
• Excel
• Outlook
• Power Point)
• Remedy
• Heat
• Support Web
• Dameware
• Internet Explorer for CAC and PKI certification support
• Exchange and Enterprise Email
• Lotus Notes and Abode Flash Player installation
• Active Directory
• Citrix support for Citrix Desktop users.

PROFESSIONAL EXPERIENCE:

Confidential, Fairfax, VA

Help Desk and Administrative Support

Responsibilities:

• Receives email requests from NG Human Resource Information Systems for all Confidential territory office primary contacts to update hierachy database reporting requirements.
• Confidential website inbox documentation and follow-to resolve customer issues.

Confidential, Reston, VA

Help Desk

Responsibilities:

• First point of contact, ticket report documentation and triage support
• Desktop end user support for PIV Smartcard login, VPN and IPhone support
• Ticket creation from customer walk-ins, call center phones and Outlook Help Desk Inbox
• Mobile IPhone support for Outlook application installation and password reset
• Token Credential support for VPN sign-in
• Active Directory utilization, shared mailbox and distribution list support

Confidential, Gaithersburg, MD

Help Desk Tier 1

Responsibilities:

• User admin account to pull reports and quieries from Linux proprietary database to verify customer account information
• Reporting requirements: Foreign Bank Accounts (FBAR), Currency Transaction Reports (CTR), Suspicious Activity Reports (SAR) and Money Service Business (MSB) registration and renewal
• Heat ticketing system reporting of issues viewing PDFs
• Customer incident reporting support for Domestic and International callers submitting various PDF reports via application links on government website
• MS Outlook utilization for ticket creation from team inbox and voice mail support

Confidential, Herndon, VA

Help Desk Tier1/2

Responsibilities:

• Basic knowledge of the Microsoft Windows desktop operating systems, administrative tools, user support for hardware, software, network connectivity and applications
• Accurate and detailed documentation of the IT problem, analysis and resolution actions performed during the IT restoration process, troubleshooting of desktop, file management, profile, and Active Directory issues
• Excellent Customer Relationship skills through communications, tone, knowledge, and respect while engaging via phones, web tickets, and other communications media
• Good writing skills relative to etiquette, clarity, concise information gathering, feedback, and written documentation during troubleshooting activities and resolution

Confidential, Herndon, VA

Service Desk/Help Desk Analyst

Responsibilities:

• VTC scheduling (TMS and JWICS) and monitoring to ensure session success
• U.S. Cybercom network account service desk
• Unlock/Reset SIPR accounts relating to problems with viewing required applications via internet explorer
• Remedy ticket update and resolution

Confidential, Washington, DC

Security Officer

Responsibilities:

• Supervisory responsibilities at main communications desk (kiosk)
• Maintain entrance and egress security checks/monitoring
• Physical security checks for perimeter and garage
• Security badging issuance services

Confidential, Bethesda, MD

Help Desk Tier 1

Responsibilities:

• Remedy ticket documentation of reported issue and technical steps performed to resolve
• Active Directory information updates, user account unlocks, resets and deletions
• User Application Support
• SharePoint ticket opening for user application issues
• Asset Management experience in a workstation support environment
• Workstation staging (VOIP Phones, Wyse Thin client, Switch view, Monitors, Keyboard, mouse)
• Exchange Email support

Confidential, Arlington, VA

Logistics Analyst I

Responsibilities:

• Vehicle coordination support, State plate registration, accident documentation management, domestic and international short term rental requirements
• Asset Management Database support
• UPS support for shipments of desktop, survival and vehicle accessory equipment

Confidential, McLean, VA

Remote and Deskside support

Responsibilities:

• Mapping drives, exchange support, mapping printers, Citrix support for Citrix Desktop application users, CAC card and VPN training for laptop users, Active Directory assistance for password reset or account locked accounts.
• Received IT equipment from property manager and finance officer into IT asset management inventory
• IT equipment requirements for command and field user support
• Documented the replacement of damaged/lost/stolen equipment
• Barcode scan IT equipment for bi-annual inventory and asset update in Remedy Asset Management Database to include inventory check for seat and government owned equipment and comparison updates in Remedy Asset Management database.
• Submitted outdated equipment documentation to government property manager .
• Created and Resolved Asset Management and hardware request tickets

Confidential, McLean, VA

Communications Network Specialist II

Responsibilities:

• Requisition detail translation and transmittal of telephone and LAN drop relocation, reconnection and installation work order requests for switch and LAN services
• Work orders support for voice mail box configuration requests
• Pager and cell phone inventory support

Confidential, Reston, VA

Government and Corporate Customer Support

Responsibilities:

• Opened tickets to support service issues for circuits, switched services and 800 redirect requests
• Call center for customer, technician and account management support
• Continuous training of telephony products

Confidential, Plano, TX

Business Analyst

Responsibilities:

• Help Desk Support for Remedy ticket opening and resolution:
• U.S. Postal Service Area Office Infrasture Deployment (AOI Deployment)
• Clerical support for proposal submission from U.S. Postal Service Area Office Representative to MCI
• Delivery Confirmation support for Delivery Confirmation configuration equipment
• Hardware and Replacement support assisting cashiers utilizing Point of Sale equipment
• Night of Install support for the refresh transferal process of IRT equipment to installation of Point of Sale equipment