SUMMARY:

• Principal experience includes a wide range of skills: help desk operations, call center, customer service, software/hardware installation and analyses, software maintenance and monitoring, troubleshooting, problem resolution, data analysis, data maintenance, group facilitation, testing and project management.
• Possesses a strong written, analytical, verbal, organizational, research, and customer relations skills while working in a multi - tasked fast paced environment.

TECHNICAL SKILLS:

• REMEDY Ticketing System
• UNIX and LINUX Operating Systems
• SharePoint, Citrix and Java experience
• Oracle, MySQL
• Microsoft Office Suite
• Macromedia Dream Weaver MX

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Technical Support Supervisor

• Managed a team of 15 technical support analysts which provided level 1and 2 support to over 3000 users in order to coordinate schedules and assign technicians to various IT assignments.
• Prioritized and tracked tasks, identify, and mitigate impediments to task completion, and provide clear communication about task status to customer and SRA management.
• Received and prepared registration forms that allowed law enforcement agents to properly receive reimbursements for Bulletproof Vest Grants Program.
• Consulted with customers and team to handle questions and resolve problems in an appropriated timeframe.
• Solved desktop incidents/problems related to information systems hardware, operating systems, and configuration. Documented actions by entering all desktop into the Remedy ticket tracking system.
• Backed up staff to cover the 12 hour support window and handling the escalation of IT issues from the customer. Answer end user questions about Bulletproof Vest Partnership & Border Prosecution Systems and provide general program information.
• Manage and support payment batch process and outreach. Identify and perform tasks necessary to accomplish, on time, the high level requirements conveyed through written and verbal communication by the customer (BVP OM and BVP User Leads) and by SRA BVP Lead and PM.
• Provided weekly and monthly statistics for status reporting. Research agency status with web - based help desk software to support government points of contact in the development of reports and agency audits.
• Utilized and updated server database to verify customers classified information such as SSN, banking information etc.

Technical Support Supervisor

• Managed a Call Center 10 technicians that services over 12,000 users from various Law Enforcement Agencies to include both international and domestic customers. On a weekly basis the IFS Help Desk receives and resolves approximately 600 calls. This call center was a 24/7 operation.
• Recorded and traced calls using Support MAGIC to record and maintain customer requests and technicians services performed. Provide remote support for over 150 remote offices utilizing Bomgar Software which is a remote support program.
• Conducts routine meetings with technicians to discuss requisition forms, address questions, problems and the risks concerning the requisition.
• Applies information security/information assurance policies, principles, and practices in the delivery of customer services; assists in planning and coordinating database.

Business Analyst/Desktop Support

• Provide helpdesk support and resolve problems to the end user’s satisfaction
• Document problems and actions taken by utilizing Magic software.
• Maintain inventory of all equipment, software and software licenses
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.

Technical System Analyst

• Deployment Lead at Northrop Grumman Mission Systems in support of fielding the Defense Travel System (DTS) throughout the Department of Defense (DoD).
• Responsible for ensuring the Common Access Card (CAC) (Smart Card today) information data was uploaded properly to the individual traveler’s profile record.
• Acted as Help Desk advisor when CAC problems/issues prohibited the traveler from accessing DTS.
• Assisted sites on the administrative setup of DTS including maintaining files, data imports and inputs, transaction routing lists, permissions and approving officials. Confer with Defense Finance and Accounting Service (DFAS) and customer representatives concerning issues and concerns.

Automation Installation Technician

• Installed 55 Script Pro 200 (SP200) state of the art robotic prescription dispensing system. Calibrated and repaired PC based (Windows NT) SP200 robotic equipment.
• Leveled robotic cabinet (consisting of 200 medication dispensing cells) with electronic leveler to avoid drug cross contamination.
• Experience in supporting multi-site retail stores for the Rite Aid chain supporting and deploying Point of Sale systems.

Technical Support Analyst

• Assume ownership of problems from any administrator, and follow path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of customer.
• Evaluate and perform root-cause analysis on escalated issues
• Create documentation to assist other department with further analysis of technical issues and manage special projects as assigned to improve Help Desk efficiencies and to reduce inbound calls to the Help Desk.