SUMMARY:

• Analytical Technical Support professional, skilled at resolving basic to more complex hardware, software & network issues. Critical thinker who addresses customer support issues quickly & who consistently exceeds performance standards. Calm & level - headed in stressful situations with well-developed crucial people skills.
• Skilled troubleshooter Organized
• Patient and Meticulous Proactive
• Considerable technical knowledge Familiarity with LANs
• Diverse knowledge of PCs Excellent customer service
• Consistently provides excellent customer service, always willing to learn
• Ability to handle confidential & sensitive information with discretion
• Strong problem solving skills, analytical in approach to issues resolution
• Utilizes effective interpersonal skills of tact, decorum & proper etiquette to effectively interact with all levels of management, staff, & vendors.
• Skilled at explaining technical information in a less technical style
• Strong analytical, organizational, verbal & written communication skills
• Ability to handle multiple varying priorities (multi-tasker)
• Strong team player attitude, self- starter & able to work independently
• Ticket Tracking Systems: - HP Service Manager- (Service Center) & Remedy
• Windows System Administration troubleshooting & configuration
• Microsoft Systems Management Server - System Center Configuration Manager -2012/2007- Remote Control Console (SCCM), basic familiarity for assisting end users
• Installing, configuring, upgrading, troubleshooting & resolution of incidents relating to hardware & software COTS & GOTS; workstations / Laptops / Desktop / Towers / Basic Data Migration / Imaging with Norton Ghost / Basic Active Directory Administration
• Microsoft Windows Operating Systems: Windows 10/8/7 Enterprise / XP Professional
• MS Office Suites 2016/2013/2010/2007: Word / Excel / PowerPoint / Outlook/ Lync
• Microsoft Internet Explorer EDGE, IE11/ IE9, IE8, IE7 / Mozilla Firefox
• Windows Remote Desktop & PC Anywhere / Microsoft Active Directory Maintenance
• Troubleshooting of local & networked printers, document scanners & peripherals
• Knowledge of DNS, TCP/IP, DHCP / Basic LAN Protocols
• Troubleshooting of basic network connectivity issues for VPN / LAN / WAN / Wi Fi
• Familiar with basic PKI Infrastructure concepts / PKI Certificates Smart Cards/ PIV Cards
• Dell Enterprise Single sign-on Software basic password reset assistance & troubleshooting

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, MD

Technical Support Analyst / Help Desk Analyst / IT Specialist

Responsibilities:

• Developed rapport & maintained effective communication with team, users & Federal Leads.
• Triaged all calls from ACD system, Documented new issues & resolutions for review & inclusion the KB (Knowledge Base). Escalated application programming issues.
• Developed a solid understanding of proprietary software & partner programs in order to provide excellent customer support at all times.
• Ensured accurate & timely response & first call resolution of all activities related to service Followed all established relevant procedures (SOPs) to meet & maintain service level agreements (SLA’s.)
• Achieved #1 or #2 in monthly metrics, including call duration, number of calls per shift with high customer satisfaction.
• Listened to all caller’s issues & concerns, responded appropriately with empathy & professionalism.
• Made clear, convincing written & verbal presentations to enhance & improve customer service.
• Explained possible solutions & options available to client, then advised of next steps, updated customer on the ETA status, followed up on escalated issues, closed tickets if resolved.
• Ensured compliance with all operational & security policies & procedures
• Implemented Windows Systems Administration in a Windows 7 Enterprise - LAN/WAN workstation end-user support & troubleshooting of moderate system-level problems involving laptops, workstations & applications.
• Subject Matter Expert in area - Advised & instructed hundreds of existing & new SSA hires in the proper use & implementation of an SSA proprietary identity access management program.
• Mentored & trained multiple co-workers & numerous subcontractors on an SSA proprietary personal identity access management program & PIV - logical & physical access card management program.
• Worked cooperatively with Architecture, Programming / Development & Training Team.
• Attended weekly & monthly Technical Support meetings & training workshops to keep up to date.

Confidential, Columbia, MD

Desktop Support Engineer

Responsibilities:

• Completed PC Deployment activities under the guidance of Enterprise Client Services
• Provided Desk side technical support to hundreds of Doctors, Nurses & Medical Office Staff
• Acted as Team Leader to ensure project goals were met on a daily basis
• Updated & modified instructional documentation for login procedures
• Mapped IP/networked printers. Patched PCs, laptops & printers in at the network switch
• Deployed hundreds of Dell workstations & laptops-docking stations w/Dual Monitor setup
• Installed & Configured IBM Lotus Notes and other required applications on workstations
• Performed PXE boot for WS for image push down to workstations via LAN connection
• Installed MS Windows Operating System image & applications via Microsoft Console SCCM

Confidential, Linthicum, MD

Desktop Engineer

Responsibilities:

• Installed 225+ Windows 7 systems & peripherals for SECU of Maryland’s Call Center
• Installed, tested & confirmed basic operation for desktops, laser printers & peripherals
• Tested PCs & printers to confirm network connectivity & updated the Project Manager
• Troubleshot Windows 7 Enterprise to ensure system operation & network connectivity
• Documented all Add / Move Changes in Microsoft Excel spreadsheets as project progressed

Confidential, Columbia, MD

Help Desk Analyst

Responsibilities:

• Tier 1 triage for over 5,000 networked users of Behavior Health Clinical Applications
• Supported nurses, doctors & clinical staff & provided access to proprietary applications
• Completed Microsoft Active Directory maintenance & updates, Added / Modified Users
• Documented all relevant information in an incident tracking program
• Escalated & transferred events from ACD & Email to via ACD Phone system

Confidential, Baltimore, MD

Service Desk Analyst Tier 1

Responsibilities:

• Documented all user requests for support in Remedy incident tracking program
• Escalated Tier 2 issues to appropriate Desktop Support Teams
• Troubleshot VPN issues & Remote System Administration for hundreds of systems
• Maintained composure, was patient during difficult customer situations
• Implemented established SOPs to meet - maintain SLA’s agreed upon by vendor & customer
• Assisted with planned software & hardware upgrades as well as other special projects
• Local Area Network administration & support to end-user for several government agencies

Confidential, Silver Spring, MD

Network Operations Technician

Responsibilities:

• Support for over 10,000 networked clients of Confidential & Human Services
• Proactively monitored Cisco routers & switches for 100+ LANs/WANs in a 24-7-36 5 NOC
• Acted as first point of contact for technical service requests coming to the NOC
• Analyzed, prioritized & escalated between 35-55 network faults per week
• Alerted vendors of all network outages of Cisco equipment for immediate testing/resolution
• Completed Shift Change reports indicating any anomalies or ongoing outages
• Responded to network monitoring & Windows Server health alerts/events/ SOPs SLA

Confidential, Baltimore, MD

Desktop Support / Systems Administrator

Responsibilities:

• Completed 275-300 deployments of new HP laptops, docking stations & desktops
• Scheduled installation with over 600 customers for their new desktops & laptops
• Setup 7-10 user desktop profiles in Windows XP Professional each day
• Implemented data migration for over 200 customers’ data to the new workstations
• Performed Setup & configuration of MS Outlook 2003 for over 300 PCs & Laptops per month
• Added status updates to tickets in HP Service Center Incident Tracking Program

Confidential, Baltimore, MD

Help Desk Technician / Desktop Support

Responsibilities:

• Help Desk support to thousands of Students, Professors & Johns Hopkins Alumni
• Accurately documented & tracked 45+ incidents daily in HP Service Center System
• Resolved customer complaints & concerns with strong verbal & negotiation skills
• Assigned hundreds of incidents to appropriate Desktop Support or LAN Administrators
• Desktop Technical Support of PCs, printers, monitors & installed software applications
• Escalated appropriate issues to other Help Desks, Email, or Network Security Groups
• Diagnosed, troubleshot & repaired maintained PCs, printers & related hardware
• Recovered re-imaged data for hard drives, used Norton Ghost / upgraded computer memory
• Answered appr oximately 50-55 incoming phone calls during an 8-hour shift
• Performed Mainframe password resets to grant access to proprietary systems & applications

Confidential, Reisterstown, MD

Helpdesk - Field Installation Engineer

Responsibilities:

• Tier 1 Help Desk supported users with questions regarding the proprietary applications
• Provided technical support over telephone, by email & Desk side support
• Networked laboratory analyzers to servers & workstations
• Interfaced PC systems with chemical analyzers for chemical analysis reports
• Pushed software upgrades & patches remotely