SUMMARY:

• A+ Certified Professional with experience in supporting over 100 end users in - person and over 10,000 on phone with technical support issues.
• Experience in working with systems HP, Dell, Lenovo, provided support for printers, computer hardware & software for desktop and laptops, networks, Active Directory, and office automation software
• Experience in setting up phone extensions/voice mail for new hires using Avaya Voice Telephone System Software and Site Administrator
• Excellent customer service skills

TECHNICAL SKILLS:

Deployment: Imaging/reimaging Desktops, Laptops, Microsoft Office Suite, Active Directory

VPN issues: Front Range-ITSM, Remedy 7.6, 6.3, Track-It and TADD Database

Printer installation: Scanners

Resolve hardware/software issues: Able to type 50-60 wpm;

EXPERIENCE:

Confidential, Washington, DC

Deployment Technician - Alternated Team Leader

Responsibilities:

• Swimmage (image) Desktop/Laptops for Interns, Lawyers and Judges throughout the Confidential by division,
• Disconnect and deploy newly imaged computers via instruction to include Avaya phones to client ensuring positive functionality.
• Created and updated ITSM ticketing system with details involving procedures in reference to that ticket
• Able to lift and carry up to 50lbs
• Trained users on connection to VPN
• Break fix experience dealing with desktops and laptops
• Created and updated spreadsheets for equipment, completed deployment and installs.
• Supported user with Outlook issues
• Created user profiles for Outlook
• Supported user with .pst files etc.

Confidential, Washington, DC

Deployment Technician

Responsibilities:

• Set up workstations for deployment/migration
• Disconnect user’s computer, monitors, desktop printers, and peripherals (docking station, wireless mouse and keyboard, desktop scanners) in current suite location. Wrap and bundle said materials and leave at users work station. Label utilizing labelling convention and materials to be provided by the government.
• Disconnect office standard network printers. Label utilizing labelling convention and materials to be provided by the government.
• Disconnect multifunction devices; coordinating with manufacturer representatives as needed. Label utilizing labelling convention and materials to be provided by the government .

Confidential, Washington, DC

Service Desk Analyst

Responsibilities:

• Provide technical support for printers, computer hardware & software for desktop and laptops, networks, Active Directory, and office automation software via telephone and in-person.
• Supported over 100 users face to face and over 10,000 over the phone with technical issues and queries.
• Troubleshoot software and applications for government employees of Confidential
• Troubleshoot outside inquiries regarding Patent or Trademark applications and procedures to process a Patents or Trademarks
• Create tickets with Remedy 7.6 and Remedy 6.3.
• Escalate call to Take Over Group or Tier 2 if not able to resolve on Tier 1 level
• Reset Passwords in Active Directory
• Resolved issues regarding VPN
• Supported user with Outlook issues
• Created user profiles for Outlook
• Supported user with .pst files etc.

Confidential, Burke, VA

Help Desk Interviewer

Responsibilities:

• Conduct pre-installation interviews for end users that required data backup
• Took screenshots of user mailbox, programs files, archives, personal mailboxes, desktop, and notated any additional devices, printer models and drives
• Retrieved IP and WSID information
• Review interview sheets to ensure all pertinent data has been noted and captured as they come into the automated mailbox.
• Reconciled information on the automated interview sheet with the information on the spreadsheet
• Entered pertinent information into TADD data base to be pulled by technician for deployment purpose
• Answered phone calls at call center regarding user deployment issues

Confidential, Burlington, MA

Help Desk Technician

Responsibilities:

• Troubleshoot technical issues relating to printers, copiers, laptops, desktops, network, email and hardware issues
• Create tickets in the Track-It data base for escalation to technician or project manager.
• Used Active Directory to create user account, add to distribution list, e-mail information, create/reset password, find staff information
• Receive emails using Outlook application/created tickets relating to computer issues
• Set up phone extensions/voice mail for new hires using Avaya Voice Telephone System Software and Site Administrator
• Create accounts in Data Watch for security measures (key fobs)
• Create accounts for Shipping with UPS Campus Ship Software
• Managed details of multi-party conference calls
• Acquired information relating to problem and entered detailed information into the ticketing system
• Problems not resolved at first level are automatically elevated

Confidential, Washington, DC

Technician (Volunteer)

Responsibilities:

• Created and organized filing system for office accounts
• Greet customers in person and over the telephone
• Retrieved documents from filing system
• Completed special projects as assigned by Supervisor
• Handled requests for information and data
• Resolved administrative problems and inquiries;
• Prepared written responses to routine inquiries
• Prepared and modified documents including correspondence, reports, drafts, memos and emails
• Recorded, compiled, transcribed and distributed minutes after morning meeting within 48 hour
• Made photocopies and operated a variety of standard office machines
• Performed detailed clerical work and maintained attention to detail despite frequent interruptions

Confidential, Malvern, PA

PT Deployment/Migration Technician

Responsibilities:

• Set up workstations for deployment/migration
• Disconnect/connect any wireless devices & peripherals needed; install printer
• Complete spreadsheets for deployed PCs.

Confidential, Washington, DC

Customer Service Representative

Responsibilities:

• Received & guided inbound caller inquiries pertaining to updated version of American Psychological Publication; entered consumer data into database
• Greet public in person and over the telephone
• Answer questions regarding status of various accounts and attend to problems or complaints from customers in person, on the telephone or by written correspondence
• Explain policies, regulations and rate structures
• Performed detailed clerical work and maintain attention to detail despite frequent interruptions

Confidential, Beltsville, MD

Customer Service Representative

Responsibilities:

• Responded to inquiries regarding transaction status & rejection codes on documents & invoices;
• Guided dealers & consumers on how to complete transactions;
• Entered data into database;
• Expedited certain inquiries to appropriate project leaders
• Complete a variety of forms and prepare account summaries and reports
• File forms and records
• Make photocopies and operate a variety of standard office machines
• Open, date-stamp and process incoming mail