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It Analyst / Team Lead Resume

PROFESSIONAL EXPERIENCE:

Confidential

IT Analyst / Team Lead

Responsibilities:

  • Responsible for Tier 1 and Tier 2 technical customer service and troubleshooting that consist of software installations, PKI infrastructure maintenance and CAC / PIV enabled ADFS single sign on issues, remote desktop support via Cisco’s GoToAssist client, escalating networking and software requests, performing password resets and Active Directory adjustments, educating hundreds of credit unions on 5300 Call Report enrollment technical issues. Responsible for documenting incidents and managing department request via Service Now incident ticketing system.
  • Assisting Confidential Headquarter staff with face to face hardware and software troubleshooting ranging from Outlook 2016 / Microsoft 365 cloud management and connectivity, virtual private network VPN (Pulse Secure), File Transfer Protocol setup and usage, new hire device orientation for government furnished equipment ( Confidential ), commercial of the shelf ( Confidential ), IPhones, Lenovo laptops and docking stations, Dell 4K monitors, mobile hotspot devices and portable printers.

Confidential

IT Analyst / Team Lead

Responsibilities:

  • Responsible for providing Tier 1 - technical customer service support to the Library of Congress (LOC) Copyright Technology Office (CTO). My duties consist of assisting external clients with online copyright registration and payment process, troubleshooting compatibility issues for applications on both Windows and Apple computers, researching & auditing issue with copyright registrations via Seibel database system and tracking incidents via Remedy Foot Prints reporting system. I am responsible for handling phone, voicemail and email inquiries in a timely manner.
  • Responsible for performing Tier 1 troubleshooting of internal clients ranging from new hire system enrollment, hardware troubleshooting for printers, laptops, desktops and monitors. Responsible for escalating Tier 2 & Tier 3 related issues to Development Operations team and Internal Technical Service Desk (ITS)

Confidential

IT Analyst / Team Lead

Responsibilities:

  • Responsible for providing national IT help desk support at Confidential Distributors as a Tek Systems contractor using Remedy / BMC Service Desk Express, Bomgar Representative Console for performing Remote Desktop support, Citrix Xen Application and SAP Net Weaver for CRM account management. Assisted & installed Microsoft Office 365 during corporate migration to cloud computing.
  • Also responsible for troubleshooting Software and Hardware issues for company supported Apple IPads, various laptop & cellular devices, resetting passwords, accessing Time & Attendance software, installing Microsoft office 2013 suite products (Lync, Access, Outlook and etc.), managing Active Directory and providing first call resolution Level 1 (L1) support for various networking issues.

Confidential

IT Analyst / Team Lead

Responsibilities:

  • Contractor for IT and Business Support Contact Center, Responsible for providing call center support to 39 national Confidential Plans, all Federal Agencies and the Confidential Directors Office regarding the research and resolution of all inquires pertaining to Federal health insurance Enrollment.
  • Responsible for multitasking call case documentation via SRT Team Track ticketing using Crystal Reports, issuing ID cards, processing OPM standard forms 2809 & 2810 and adding / removing eligible dependents and spouses.

Confidential

IT Analyst / Team Lead

Responsibilities:

  • Customer Service Representative, Responsible for assisting callers with account billing issues and concerns, cellular phone and network device initial troubleshooting (specific network connection / operating system navigation - Apple, Android, Windows, Blackberry and others) & technical support, accessory / device upgrade sales while providing exceptional customer service and meeting Verizon customer focused business practices on a daily critiqued basis

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