SUMMARY:

Highly motivated, energetic, technical - minded professional seeking a position as a Support Technician where my knowledge of hardware and software installation can be utilized while learning from senior administrators and acquiring new skills through team projects. I have well developed interpersonal communication skills, a strong work ethic and available to commit to long term and short term projects.

EXPERIENCED IN:

• Intrapersonal Communication
• Deductive Reasoning
• Effective Communication
• Team Building
• Decision Making
• Critical Thinking
• Problem Solving
• Customer Service Improvement
• IT Project Coordinator
• End User

TECHNICAL SKILLS:

• Internet Application
• Social Media
• Security Personnel Information Systems
• Records Management
• Office Logistic Planning
• Correspondence Records Management
• Virtual Communication (Ex. WebEx, Adobe Connect, etc.)
• Inventory Management
• Data Backup & Recovery
• Workstation Rollouts
• Data backup and retrieval
• Hardware Configurations

COMPUTER SKILLS:

Microsoft Word, Excel, PowerPoint, Project, Outlook, PeopleSoft, SharePoint, ConstantContact, Windows 7, 8, and 10 Remedy, HP printers; general computer builds and repairs; hardware installations and swaps, Mac OS, Active Directory,SCCM

EXPERIENCE:

IT Project Coordinator

Confidential

Responsibilities:

• Assist Project Manager to ensure day to day operation
• Responsible for communicating and coordinating project information between team members and end users
• Undertaking project task as required.
• Authored and management of technical documentation, to include materials and end user materials, such as help guides, and technical documentation pertaining to best practices for the Windows 10 deployment team.
• Ensuring project deadlines are met.
• Dispatched team assignments to Windows 10 support technicians
• Providing project management and administrative support
• Assisted with developing the SOP for Windows 10 project as well as the deployment strategies within the Department of enterprise.
• Track and report status of the Windows 10 migration issues and provide solutions where applicable.
• Set up and configured laptops, printers and other hardware.
• Work with each client to ensure checklist items are completed and that laptops are issue-free
• Provide on and offsite technical support to all new Windows 10 installs on a 24/7 basis.
• Coordinated with external vendors to correct all software and hardware issues.
• Involved with providing high level customer service and ensuring that the customer’s equipment was returned to them within the approved SLA.
• Involved in the clean up after project is over, which ensured customer received support throughout lifecycle of project
• Trained new installers in specific skills required for successful operating system upgrade within Confidential environment.

Desktop Support Tech

Confidential

Responsibilities:

• Analyze and troubleshoot software and hardware issues averaging 8 daily
• Maintains computer systems and peripherals by installing, forming, testing and repairing hardware for 1500 users in the US Department of
• Perform routine functions, such as software backup, file restoration, software installation, hardware setup, reimages and configures new laptops for customs to include copying their files, settings, emails, and network and printer connections. Secured Network via Active Directory and AntiVirus Server.
• Work closely with warehouse to keep track of inventory of all PC/laptop equipment deployment.
• Document and resolve tickets in an incident tracking system (e.g. Remedy), and meet established SLAs
• Provide on-site troubleshooting laptop issues - software installs, hardware repair, connections.
• Assemble laptop kits, unboxing, moving equipment, sorting peripherals and related items.
• Troubleshoot PIV card problems including resetting s and readers. Troubleshoot Checkpoint problems including resetting passwords, correcting configuration and settings, and assisting with Admin setting and CheckPoint tokens. Remotely Troubleshoot and resolve end user desktop/laptop issues
• Excellent written and verbal communication skills.
• Served as lead on the application and hardware lifecycle refresh project which serviced 400 plus users for the US Department of .
• Served on the SCCM project team which resulted in correcting issues for 250 plus user laptops that were not communicating properly with servers.

Administrative Specialist

Confidential

Responsibilities:

• Review requests for personnel security clearances to assure that all required information is provided, requesting missing information from clients, and assisting in the clearance process when derogatory information is absent.
• Perform fingerprinting of prospective hires to transmit to the FBI for investigations and retrieve fingerprint results from Automated Fingerprint Identification Systems
• Enroll employee and contractor staff in the PIV One system for their PIV card following HSPD-12 guideline
• Scan fingerprint cards and review results
• Scan documents into Government database
• Send Background Investigation required documentation (e.g., OF-306 Declaration for Federal Employment, Electronic Questionnaire for Investigations Processing e-QIP ) to employees for completion after tentative job offer acceptance.
• Request and review Fair Credit Report, Fingerprint Results, OF-306, and Resume/Curriculum Vitae and initiate e-QIP.
• Provide on-site troubleshooting for in office PC software installs, hardware repair, connection
• Troubleshoot problems with DOED badge information system
• Setup and configuration of network devices (printers, scanners, fax machines & copiers).
• Issue PIV ID badges in the CMS MyID9 system
• Obtain ink fingerprints on SF-87 fingerprint cards
• Complete access requests in the DSX (access control) system for the US Department of as well as regional offices across the United States
• Create/modify access levels in the DSX system
• Log into other servers to modify/fix issues with DSX

Administrative Assistant

Confidential

Responsibilities:

• Compose and distribute inter-departmental memorandums (e-mail, documentary and voice) ensuring timely delivery and receipt of important information while at the time maintaining confidentiality.
• Handles calls and promptly forwards them to appropriate persons.
• Implemented Project Management techniques while coordinating numerous events for over 500 guess.
• Maintained and updated company data base.
• Handled sensitive tax information for major companies and corporations.
• Assisted with Telemarketing fund raising

Office Automation Assistant

Confidential

Responsibilities:

• Primary staffer; providing telephone coverage, handling inquiries and directing to appropriate destination for assistance
• Create and duplicate documents to forward to the appropriate destination via email, mail and fax.
• Update employee’s personnel folders, maintain all personnel actions, and assist with various workshops offered by Confidential .
• Create service s and distribute to appropriate personnel.
• Handling sensitive information and process incoming and outgoing mail and interoffice deliveries.
• Daily usage of office equipment including but not limited to, computer, copier/printer, fax machine, telephone, typewriter, scanners etc.
• Create and maintain an efficient filing system.

Customer Account Executive

Confidential

Responsibilities:

• Accommodated a range of subscriber requests, inquiries and concerns
• Supported our video customers with technical support of TV connections, common communication errors, basic troubleshooting of equipment, and hookup instructions.
• Served as a customer Service Advisor
• Trainer of Program Technology/Database
• Coordinated with technician on various technical issues
• Monitors calls to ensure proper standards related to technical resolution
• Handled telephone and e-mail inquiries, covering a full range of customer services (serviceability, sales, service problems and billing) in a prompt and courteous manner.
• Attended weekly conference calls for Tier 1 centers. - Handles minute-by-minute escalations in absence of the Online Supervisor.
• Troubleshoots e-mail/modem problems with customer; escalates advanced troubleshooting problems to technical support group when appropriate.
• Maintained accurate problem call tracking in a Remedy Helpdesk ticketing system.
• Independently recognize and diffuse escalated customer situations in a patient and courteous manner and listen
• Established rapport and displayed empathy when assisting customers in a dynamic, fast-paced work environment