Youth Trainer/CoordinatorÂ Resume Washington, DC - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Youth Trainer/Coordinator

Responsibilities:

Primarily usage of Remedy Ticketing System 7.6
Monitor and track incidents in Remedy ticketing system
Document troubleshooting and resolution efforts
Troubleshoot users issue with mobile devices not excluding support with desktop and laptop configurations
Resolve problems for clients via telephone, email, chat, and web sessions
Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
Conduct timely triage and escalation in accordance with MRA requirements
Log and track incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Manage the division’s management consoles slated to resolve user’s issues including password reset or account set ups
Provide proficient customer service to clients and department users phoning into the call center which include international users, VIP”s (i.e. senators & congressmen) and military personnel.
Manage users with limit access in Active Directory
Responsible for issuing Sensitive but not Classified user software configuration directly to users
Successful completion of the Department of Cyber Security training/test.
Adhere and follow standard operating procedures (SOP) used to support the Operation Center activities

Confidential, Washington, DC

Youth Trainer/Coordinator

Responsibilities:

Instructed Middle School youth the basic components of computer hardware
Provided limited entry - level IT Help Desk support.
Install, configure and maintain devices, PCs and software for end users.
Understand the basics of networking and security/forensics.
Properly and safely diagnose, resolve and document common hardware and software issues.
Managed user accounts re-enabling, unlocking, and password resetting functions in Active Directory. (Zendesk Ticketing System)

Confidential, Washington, DC

Youth Trainer/Coordinator

Responsibilities:

Coordination, implementation and monitoring of the community engagement functions of FSFSC within the Ward eight (8) community.
Manage the Ward 8 Drug Free Coalition, federally funded grant.
Act as the Youth Coordinator to train at-risk youth with community development, life skills and encourage creative expression.
Administer trainings, classroom management, goal setting, and conduct assessments
Respond to inquiries about coalition activities; maintain coalition files and calendar, including maintaining and tracking attendance.
Develop and maintain the agency’s resource directory.
Manage the mini-grants program.
Create and maintain an advocacy and referral database of youth/teen service providers.
Assist with developing a youth leadership advocacy program through a federally funded grant.
Work to heighten FSFSC’s relationships with the community by working with a variety of community partners such as other non-profits, merchants, businesses, churches, schools, and civic associations.