SUMMARY:

• Skilled at relationship building, using critical thinking skills to resolve complex issues, and noing how to prioritize.
• Advanced troubleshooting skills, with over 7 years of troubleshooting various web applications, email issues, software and hardware issues
• VPN connectivity issues, printers, and Microsoft Software applications.

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk Level 1 and 2

Responsibilities:

• Work in a locked, secured call center. Assist Brokers and their clients, Lenders, and financial institutions, and SEI home campus employees to help resolve their technical - related issues.
• Maintained and excelled in providing exceptional customer service skills to meet and exceed QA evaluations.
• Verify users based on code entered Jabber, bank pins and special security verification processes.
• Use Cisco Jabber and Cisco Finesse to make and receive calls.
• Create, escalate, and managed tickets daily in Service Now.
• Assist users with connecting remotely using Cisco AnyConnect.
• Assist overseas user s with VM ware connectivity issues.
• Start in Safe mode, disable add-ins, uninstall recent updates, and repair MS Office Suite, to resolve most Microsoft application issues.
• Connect with users remotely using Configuration Manager and Remote Desktop Connection.
• Create and manage user s accounts in Active Directory and check passwords for lock-out issues.
• Used SharePoint to access files daily files, guide users to create trouble tickets or order hardware, and update Knowledge Base articles.
• Create and manage user s roles using Service Now and in Active Directory
• Create, manage, and unlock users in proprietary banking software.
• Used Active Directory to assist with password issues, adding roles to existing users, and assisting with Bit locker encryption keys or pins.

Confidential

Helpdesk Lead

Responsibilities:

• Provide end - user support to Coleges, Universities, sports broadcasters, and Learfield campus employees to help resolve their technical issues pertaining to broadcasting or sports-related events.
• Used Bomgar to remotely connect to users to help resolve their technical issues.
• Used Blueberry / Active Directory to unlock user s accounts, check user s profiles, add roles, email delegation, add auto-replies, add to groups, as well as check for bad login attempts, profiles, and expired passwords.
• Map and install printers remotely using Printer logic.
• Processed requests for new Software and installations for programs such as: Adobe Professional, or Creative Design.
• Restore and recover cloud and personal drives.
• Run command prompt lines.
• Remove system passwords through Credential Manager to resolve login issues.
• Uninstall and reinstall through Apps and Features.
• Browser troubleshooting with remote apps in Citrix.
• Reinstall Citrix Receiver
• Investigate and educate users on phishing and spam attacks.
• Managed tickets in Service Now daily and escalate to appropriate teams based on urgency.
• Assist user s with changing their Network passwords and connecting to VPN.
• Troubleshoot remote applications for meetings such as Blue jeans, and MS Teams.
• Create shared mailboxes
• Create .pst files to resolve Outlook issues of crashing and not responding
• Walked Apple, and Android users through teh install of MDM and MFA on their mobile devices to become company compliant with teh new email process.

Confidential

Helpdesk Level 1 and 2

Responsibilities:

• Used Citrix, Oracle, Shared drives, X - Lite to log into UAD, Team Viewer to assist user s remotely, log me in rescue, GEMS, Cyber Ark, Dell DDS (Bit blocker), TPAM, and Cisco Pin Reset, are some daily applications.
• Install approved software and add to correct Active Directory group.
• Analyze incident trends and recommend actions to reduce reoccurring incidents to ensure customer satisfaction.
• Escalate more complex calls to site managers or escalate to a floor technician to their location.
• Work to service level agreements, and best practices.
• Build and maintain positive customer relations.
• Dell Bit-Locker Encryption Recovery key issues.
• Outlook not connecting issues, not syncing issues, email troubleshooting.
• Install approved Software Requests and licenses.
• Add users to McAfee and reset McAfee passwords.
• Complete Go to meeting requests.
• Network account lockouts and password resets
• GEMS timecard issues
• Global protection VPN issues, and Network outages
• New HASP license key
• Broken or replacement of hardware
• Citrix Troubleshooting
• Remote printer troubleshooting iPhone issues not connecting to teh network
• IOS Mobile Device Setup and Phone syncing issues
• Install software from teh Shared Drive folder
• Department of State, Bureau of Professional and Occupational Affairs (BPOA)

Service Desk Lead

Confidential

Responsibilities:

• Application service desk lead, providing expertise to users on level 1 help desk issues, as well as navigation and application feature issues. Manage service desk professionals providing 1st level technical support; answering support queries via telephone and email, closing tickets, and follow - up with customers to assure their issues have been resolve.
• Act as a senior escalation point for all escalation calls.
• Report to senior staff on any issue that could significantly impact teh business production.
• Create content, update FAQ docs, and develop reports using Microsoft Excel.
• Analyze incident trends and recommend actions to reduce reoccurring incidents to ensure customer satisfaction.
• Escalate more complex calls to developer support.
• Work to establish service level agreements, and best practices with management.
• Build and maintain positive customer relations.
• Monitor teh team s daily performance and individual staff metrics.
• Assist with UAT (User Acceptance Testing) testing of system changes and upgrades to ensure deployments are successful, and teh system is working as designed.
• Install approved software and add to correct Active Directory group. Provide overnight technical support for South America, Europe, Asia, and teh Dominican Republic to end-users of using various proprietary and Microsoft applications on teh Confidential Network.
• Used Citrix, Oracle, Shared drives, X-Lite to log into UAD, Team Viewer to assist user s remotely, log me in rescue, GEMS, Cyber Ark, Dell DDS (Bit blocker), TPAM, and Cisco Pin Reset, are some daily applications.
• Analyze incident trends and recommend actions to reduce reoccurring incidents to ensure customer satisfaction.
• Escalate more complex calls to site managers or escalate to a floor technician to their location.
• Work to service level agreements, and best practices.
• Build and maintain positive customer relations.
• International Monetary Fund (Financial Institution)

Helpdesk Support/PC Refresh Technician

Confidential, Mechanicsburg, PA

Responsibilities:

• Escalate problems (when required) to teh higher - level tier groups as required or to teh service manager.
• Use Service Now to record, track and document teh service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, noledge bases, and FAQ resources on teh Internet/Intranet to aid in problem resolution.
• Perform hands-on fixes remotely or in person, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of servers, end-user devices, and other IT equip.
• Test fixes to ensure teh problem TEMPhas been adequately resolved.
• Perform post-resolution follow-ups with end-user and team members as required.
• Develop help sheets and FAQ lists for end users.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in software releases and rollouts according to Change Management best practices.
• Adhere to site audit responsibility policies and procedures
• Department of State, Human Services

RFP Business Analyst

Harrisburg, PA

Responsibilities:

• Contracted by teh Department of Human Services to support teh lead project manager for teh MMIS (Medicaid Management Information Systems), which mandates teh Medicaid programs across teh US. TEMPEffectively interact with multiple IT vendors, contractors, and Commonwealth personnel assigned to teh project team to create new standard for RFP responses.
• Develops functional requirements, which include describing how teh system process works.
• Develops report specifications including teh purpose of teh report, justification, attributes and columns, owners and runtime parameters, and scalability measures.
• Develop requirements traceability matrix a cross matrix for recording teh requirements through each stage of teh requirements gathering process.
• Analyzes quality and relevance of replies and manages teh consolidation of all inter - departmental responses.
• Evaluate workflow efficiency to ensure that deadlines were met. Collaborate with key persons to ensure teh clarity of teh specifications, and expectations of teh client.
• Ensure responses to all consultants, clients, and prospect's requests were written at a high level of noledge. Analyzed and report on RFP trends and presented findings at project meeting.
• Maintain and centralize electronic files for RFPs, and other data for management reports.