SUMMARY:

• User Training / Phone & Online Support
• Technical Troubleshooting
• Vendor Management/ Relations
• Problem Diagnosis
• Quality Management
• Hardware Installation /Software Upgrade
• Client Relation
• Inventory Management
• LAN Connectivity

PROFESSIONAL EXPERIENCE:

AudioVisual Specialist

Confidential, Washington, DC

Responsibilities:

• Maintained functionality of audio/video conferencing systems in 19 conference rooms to support set up of Skype, VTC, Windows Lync, 360 Polycom CX5000 camera, and Adobe Connect meetings by performing through testing of equipment prior to requested event(s).
• Supported a substantial increase to bottom - line savings of technology equipment by developing an extensive Excel spreadsheet within 1 month, streamlining purchase order process and producing product quantities meeting client demands.
• Contributed to enhancement of effective presentation of information throughout the Mobile Work Force environment by implementation and development of signage tailoring to room technology based on the audiovisual inventory.
• Achieved improved communication of AV architectural baseline by assessing and documenting requirements aiding Project Management to develop a GAP analysis identifying deficiencies and establishing a workaround of 95% of the rooms until long term solutions are implemented by GSA.
• Analyzed and diagnosed A/V related issues daily by implementing corrective action procedures and/or escalated to other technical resources as appropriate.

IT Support Specialist

Confidential, Washington, DC

Responsibilities:

• Led and reconstructed the IT portion of New Employee Orientation training by creating the first visual presentation with live “scenario” interactives maximizing awareness to employees of the Technology department’s policies, procedures and available technologies.
• Selected by Chief Information Officer developing a workflow for SharePoint of the purchase order process between IT and procurement illustrating a greater insight of operations reducing redundant inputs.
• Improved administrative support services of company's hardware/software vendor support agreement information by overhauling outdated spreadsheet within 2 months.
• Prepared IT purchase orders and sent copies of hardware/software requisitions to Procurement; maintained accurate documentation of information regarding vendors, licenses, warranties and service agreement for organizations hardware/software.
• Managed Verizon online database account, overseeing deployment, updates and/or changes to 100+ clients IPhone device information; conducted activation/deactivation, adding hotspot, international calling or additional lines per approval of management.
• Administered 100% completion of bi-annual IT Security training to 150 employees/contractors in compliance with continual security measures, refreshing best-practices and minimizing risk vulnerabilities.

Help Desk Engineer

Confidential, Washington, DC

Responsibilities:

• Strengthened Helpdesk Performance Metrics reports to a consistent rating of 85% by coordinating weekly team meetings addressing staff performance gathered from report, analyzing areas of improvements thereby increasing stakeholder and client satisfaction.
• Participated in seamless company- wide equipment migration and system upgrade from Windows 7 to Window 8 Surface Pro in aggressive 3 month conducting training that optimized staff engagement and technology proficiency.
• Safeguarded IMLS’s cooperate and system data, aiding Network Administrator by regularly performing backups to maintain prevention data loss; sanitized surplus equipment utilizing Ghost to securely wipe hard disk.
• Reduced abandoned call rates significantly by routing higher Tier calls to correct personnel and creating a knowledgebase of pervious inquiries, error messages and resolution for more accurate and quick diagnosis.
• Deployed and Installed Windows and Apple hardware, assisting with workstation moves as necessary.
• Assisted Network Administrator to test and verify functionality and proper configuration of network issues, ensuring cabling, port activation, DNS, IP, and Firewall are all functional.

Help Desk Analyst

Confidential, Mclean, VA

Responsibilities:

• Communicated IT support issues via phone, performing root cause analysis which focused on best action to ensure quick remediation; exhibited patience by providing step by step guidance utilizing Bomgar remote console that increased user’s understanding.
• Collaborated with IT Team Leads to improve client awareness developing several Knowledge Management articles in Remedy enhancing self- help for both helpdesk and clients.
• Achieved 80% call resolution closing 35-50 tickets per day by accurately documenting process in adherence to SLA and frequently conducting status updates minimizing user callback.
• Modified an average of 30-40 end user accounts and group privileges weekly using Active Directory; performed password resets/unlock and enabled deactivated accounts.
• Utilized best practices providing application support to clients, including resolving issues with Microsoft Windows 7 platform, advanced Office issues, Lotus notes, Adobe, basic network configuration issue and VPN connection.

II Help Desk Customer Service Representative

Confidential, Largo, MD

Help Desk Analyst

Confidential, Derwood, MD

Helpdesk Specialist

Confidential, Washington, DC

Service Desk

Confidential, Arlington, VA