SUMMARY:

• A gifted Help desk Specialist with over 17 years of experience in monitoring and controlling electronic computer and peripheral electronic data processing equipment to process business, scientific and engineering data according to operating instructions; entering commands at computer terminal and setting controls on computer and peripheral devices; monitoring and responding to operating and error messages.

TECHNICAL SKILLS:

Operating System: Windows XP and Windows 7

Software: Microsoft outlook, Microsoft office 2010 and 2013, Active Directory, Active Roles, Heat, Remedy, GWI ticket system, E - Trust (CA Tools), FICAM, Web Ex, Single Number Reach, Jabber, Right fax, Book it, Conference AV s Equipment, Blackberry, VPN Access, Citrix, Remote Access, VDI, Web based Citrix applications (Mobile), Guardian Edge or Systematic Endpoint, Composite Health Care (CHS), Single Sign On, Essentris, AHLTA, DMLSS, OPLINK, EM7, VOIP Phones, CAC PIV Cards.

PROFESSIONAL EXPERIENCE:

Help desk Specialist

Confidential, Washington DC

• Answers phones/emails and monitors Customer Service inbox for customer request for support.
• Responsible for providing help desk phone and e-mail support for Confidential Personal 24x7 365 days.
• Using windows based OS and web based problem management report tools (Heat) to document and maintains all customers’ issues.
• Performs initial analysis of customer issues and resolves on first contact whenever possible.
• Maintain rapport with customers by examining complaints; identifying solutions, suggesting improved methods and techniques, and recommending service solutions.
• Documents all steps taken to analyze and resolve a customer issue in the customer’s ticket.
• Working closely and effectively with all cross-functional teams to fully execute and fulfill all requests and issues. .
• Monitor all tickets that the analyst opens to resolution. Assist in end user moves, additions, or change requests.
• Mapping network drives for federal employees and OJP users
• Adding and removing OJP staff roles in Active Directory and FICAM
• Assigns and update security passwords and expiration date to Dept. of Justice personal and to provide various levels of system access using Active Directory, E-TRUST (CA Tools), and FICAM, Guardian Edge and PIV cards.
• Support issues regarding Microsoft office and Outlook Accounts, Database, VPN, printers, Personal computers, Laptops, Blackberry, remote Access and Desktop and VDI and Web based Citrix Applications for remote Access (Mobile).
• Provide hardware/software installations and troubleshooting training to other staff members and users.
• Installing mobile/VDI software Applications using Remote Desktop
• Establish network connective, telephone and PC hardware/software configurations.
• Perform migrations functions on desktop and laptops for teleworking.
• Configuring Right fax user accounts
• Unlock and resetting Cisco VOIP Voicemails for OJP and federal employees.
• Resetting user VDI profile and shadow user sessions using Desktop Directory
• Issuing RSA Soft Token for teleworking
• Managing RSA Soft token account
• Assisting users using Book it to reserve Conference rooms
• Assisting users resetting and setting up Jabber Account

Computer Operator (Secret Clearance)/ Tier 1/2Help desk Specialist

Confidential, Bethesda, Maryland

• Over 5 years of experience in monitored and served as afterhours support for Medical, clinical and business systems applications, which includes Composite Health Care System (CHS), windows based OS Electronic Medical Record Database worldwide, Single Sign On, Essentris, AHLTA, Unix based applications DMLSS and OPLINK, servers and network using a combination of monitoring tools including console works and EM7 to ensure availability 24x7 365 days.
• Following SOP procedure respond to automated alerts from monitoring tools (EM7).Use diagnostic tools to ascertain level and criticality of problem.
• Discover faults and conditions in a proactive manner. Diagnose cause where appropriate and resolve expeditiously.
• Escalated issues and problems according to procedure and best judgment. Made accurate entries in operator shift logs of all events, issues, response and resolutions. Entered all downtime for systems and applications into the appropriate log as problems occur.
• Performed hourly systems health checks on system, applications and servers. Demonstrated the highest possible standards of customer support and produce maximum customer satisfaction by communicated with internal and external customers and users in a professional manner.
• Use judgment and knowledge of networking, systems and applications to identify problems as they occur and decide best course of action to resolve the issue.
• Helps other computer operator and helpdesk personnel understand the urgency of resolving key systems downtimes (AHLTA, CHCS, Essentris, LAN/WAN) and helps prioritize tickets with healthcare delivery, clinical productivity, and patient care in mind (24/7).
• Executes daily, weekly and full backups on all assigned systems at specified times to prevent potential data loss from malfunctions and preserve data integrity.
• Perform duties as a Tape Library personal. Ensure all DLT 4 and cartridge tapes are labeled properly and to provided tape library management, backup support and offsite vaulting for all mainframe and windows based system.
• Monitored the computer facility environment including computer systems, air conditioning, humidity, and power distribution to detect and correct malfunctions and other operating difficulties caused by electrical or mechanical failures or functional area users.
• Monitor access to designated controlled areas. Promptly and accurately reports all maintenance calls.
• Provide after hour’s tier 1/2 phone support (24x7 365 days). Using windows based OS and web based problem Management reporting tools or ticketing system (Remedy (1992 to 2007) and GWI ticket systems (2007 to 2010) software to document and maintain all users’ trouble calls. Assigns and update security passwords and expiration date to medical center personal and to provide various level of system access using Microsoft Active Directory and most recently Active Roles (Ver 6.5). Support issues regarding Microsoft Outlook Email Accounts, ON-call Pagers, VPN issues, CAC Card (Assigning and resetting passwords and pin numbers) and Blackberry (Assigning passwords and configuring blackberry) and Security Alerts.