SUMMARY:

Results - driven and well-organized Technical Professional known for resourcefulness and creativity. Versatile customer service oriented team player with the ability to manage multi-line telephone systems; interacts with all levels of professionals. Expertise in software and hardware testing and set-up of mobile devises.

COMPETENCIES:

• Testing & Evaluation New Hardware/Software Startup
• Customer Support Troubleshooting
• Physical Security & Theft Prevention Wireless Network Support

PROFESSIONAL EXPERIENCE:

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Confidential

Inspector General/Tier II Analyst, Arlington, VA

Responsibilities:

• Perform RSA token issuance and remediation.
• Perform malware and security patching.
• Perform assembly, configuration, and maintenance of customer computer desktops and laptops in Windows 7, Windows 8, Windows 8.1, Windows 10 environments
• Perform maintenance and configuration of MAC computers.
• Perform maintenance and configuration of iPhones and iPads for new and existing employees.
• Perform advance troubleshooting and resolution of desktop, server, and application issues.
• Maintain and update trouble ticketing system to record and track user calls and emails.
• Author and deliver user and Service Desk training for new and existing employees.
• Interacted with other departments in creating procedural methods to solve technical issues.
• Provide maintenance, installation, and configuration of network and workstation hardware/software.
• Perform Windows 7 and Window 10 imaging of desktop and laptops for new and existing users.
• Resolve Microsoft Office 2010/2013 desktop application issues in regards to Outlook, Word, Excel, Powerpoint, MS Lync and Skype issues as level 2 support for over 2500 users.
• Perform daily Conference Room checks ensuring all IT equipment (desktops, laptops, Smartboards, Projectors, VGA and HDMI setups) was functioning properly before and after meetings.
• Provide on-call assistance to help with conference room IT setups for daily meetings and conferences.

Confidential

Helpdesk Analyst, Catonsville, MD

Responsibilities:

• Perform Tier I/II network and application troubleshooting in 24/7 Call Center environment.
• Responsible for 1st call resolution Confidential a 95 percent success rate while maintaining expected high levels in customer service satisfaction
• Troubleshoot customer issues received in the form of phone calls, emails and voicemails.
• Responsibilities include troubleshooting Windows 7, Windows 8, and MAC Operating Systems performing Network Domain account unlocks, password resets, TCP/IP troubleshooting, granting Active Directory Permissions, and also LAN and remote connectivity through Citrix and VPN troubleshooting.
• Responsible for installing and troubleshooting applications such as Microsoft Office Java, Acrobat Adobe Pro, Adobe Flash Player, Macpac, PDFdocs, Workshare Compare.
• Responsible for creating and tracking all trouble tickets through the ServiceNow ticketing system, escalating to Tier III only if needed

Confidential

Application Support Engineer, Annapolis, MD

Responsibilities:

• Respond and follow-up on support requests from large hospitals and small doctor’s offices, internal account managers, internal supervisors, and external vendors via high volume inbound and outbound phone calls, emails, and chats in a 24/7x365 day a year fast-paced Network Operations Center environment.
• Identify issues while rapidly assessing the severity level of each support request dealing with client issues.
• Triage technical issues such as problems logging into the system, problems opening documents or problems within documents, document formatting issues, finding lost documents, adding or deleting users within the system, performing defined diagnostic functions.
• Quickly resolve software problems through troubleshooting, working with the client; escalating to Senior Technical Support Engineers, Quality Assurance Engineers, also Product Management and Development Engineers when appropriate.
• Ensure Customer Service Levels are achieved to a metric of 98% on Customer Service Satisfaction surveys by attempting to provide First Call Resolution on every call while providing superior customer service.
• Maintain status of issues in BMC Remedy Ticketing System and perform appropriate follow-up on escalated issues.
• Participate in new product rollouts, Universal Acceptance Testing, documentation and operational improvement projects.
• Convey customer, internal users and other feedback to appropriate functions such as Current Engineering, Product Development and Testing.

Confidential

Customer Account Executive, Largo, MD

Responsibilities:

• Receive inbound and make high volume of client calls in a 24/7x 365 days a year fast-paced Network Operations Center environment which includes Confidential subscribers to cable, high-speed internet, and telephone service.
• Resolve complex data problems that involve local network issues, email issues, modem issues, cable box issues, wireless router issues, and other company owned equipment/and or software configurations.
• Work with supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures.
• Perform ticket escalations as needed for repair of cable, high-speed internet, and digital voice issues which are assigned to technicians using BMC Remedy Ticketing System.
• Handle all billing inquiries including accepting payments for current and past due bills on customer accounts.
• Perform initial installation set up for new cable, internet, and digital voice service for customers.
• Perform changes of service (upgrades/downgrades) on existing customer accounts for cable, high-speed internet, and digital voice.
• Inform customers of new products and changes in service as needed.
• Meet and exceed required sales goals for new and existing customers for cable, high-speed internet and telephone.
• Provide all pertinent information to customers and document it using the appropriate call-tracking system to ensure first contact resolution.
• Ensure all Customer Satisfaction Surveys completed are maintained Confidential 98% by providing a superior, friendly customer experience.

Safety Services Agent

Confidential, National Harbor, MD

Responsibilities:

• Monitor 900 video surveillance cameras to maintain safety and security
• Train new agents on required duties via written, verbal or role play.
• Skilled in identifying and resolving safety and security issues
• Prepare detailed reports on hotel safety and security.
• Dispatch EMS, fire, and police personnel to hotel locations.
• First Responder in medical emergencies and hotel evacuations

Wireless Field Engineer

Confidential, Frederick, MD

Responsibilities:

• Performed audio and data quality testing on handsets.
• Performed 2G/3G lab speech and mobile data testing to determine quality of handsets.
• Performed hardware/software set and upgrades of mobile devices
• Conduced troubleshooting on wiring, handset adapters and handset devices.
• Performed post processing of test data and provided written reports to customers
• Provided testing and quality improvement recommendations to customers

Test and Commissioning Engineer

Confidential, Ashburn, VA

Responsibilities:

• Tested and commissioned equipment and software associated with the Confidential E911 location system.
• Approved cell site data provided by Site Survey and Installation teams.
• Analyzed Radio Frequency data and provided solutions for test failures.
• Determined drive test routes for E-911 accuracy testing
• Performed accuracy testing to confirm Confidential E-911 Phase II compliance.
• Used GSM (Global System Mobile) network data to confirm proper routing of GSM E-911 test calls.
• Performed all router, T1, and WLS (Wireless Location Sensor) troubleshooting.

Associate Network Consultant

Confidential, Irving, TX

Responsibilities:

• Managed Scoreboard drive-testing and operations for 10-15 drive-test teams.
• Provided oversight of data collection for IS136 technology
• Prepared daily drive maps; organized team meetings and reviewed previous day’s drive-test
• Performed equipment maintenance and testing for all drive-test teams.
• Performed all troubleshooting concerning routers and T1s for customer cell sites and for field test teams in a 24x7 NOC environment.
• Used Remedy Ticketing System to track progress of troubleshooting process from beginning to end.