Independent Consultant/Subcontractor Resume

SUMMARY:

Experience and proficient with the following: MS Word, MS Works, Corel WordPerfect, Microsoft Office including Excel.
Experience in customer service, technical support of cable services including television, set top boxes, internet, and smartphones.
Experienced in support of cell phones, tablets, laptops, and desktops. Including Andriod, Windows, and iOS operating systems.
Experienced in windows Vista, XP, Windows 7, and Windows 8, Windows 10, and iOS, including 3rd party apps and relevant peripherals.
Experience in Remedy and SM9 ticketing systems
Experience in Confidential console
Experience in Airwatch console.
Experience with Confidential Confidential management and support.

PROFESSIONAL EXPERIENCE:

Independent Consultant/Subcontractor

Confidential

Responsibilities:

Assisted client with customer facing IT services project with their client Confidential a Federal facility
Processed raw data and compiled reports and advised client on analysis review
Troubleshoot issues with Entrust caused by Confidential transition
Configure browsers, Confidential Anyconnect, and Jabber on Mac OS and Windows PCs
Transitioned Confidential cards from single cert to four cert Confidential authentication.
Verified and report asset data, scheduled appointments, and updated roster of users and their status as it relates to the project.

Service Desk Analyst

Confidential

Responsibilities:

Mentored under Business Modernization manager in implementing ITIL throughout entire lifecycle of business operations.
Handled issues with and mapped Confidential Confidential IDs, often with multiple roles and logins per user
Troubleshoot Confidential Confidential Hardware such as external readers, internal readers on keyboards for desktops as well as laptops which had built in card readers.
Reset Confidential PINs, recaptured fingerprints, troubleshooting issues with remote issues including certificate errors and driver issues for readers.
Supported transition from exchange to 365 as well as Microsoft office 2013
Inbound calls, walk - ins, ticketing queue, fulfilment, end user support for hardware, application, process, and inquiries on status.

Technical Support

Confidential

Responsibilities:

PC support over the phone for Confidential members including connectivity issues, windows 8 education, hardware and advanced PC support.

Customer Service and Sales

Confidential

Responsibilities:

Educated and assured customers of benefits of other products and offers such as land line services or additional products or features available to our customers.