SUMMARY:

• Skilled consultant with administrative, support, and resource management experience
• Proven success under strict deadlines and objectives in small and large environments
• Strong background in resource migration and upgrade efforts
• Broad base of technical knowledge and experience on Microsoft and Novell Platforms
• Dedicated performer without supervision

TECHNICAL SKILLS:

Hardware: PC, UNIX MACHINE, AS400 MAINFRAME SYSTEMS, BLACKBERRY and PALM PDAs, Dell PC and Monitors

Operating Systems: DOS, UNIX, Windows 95/98/NT/2000/XP/2007/8, NetWare 6.1, Windows VISTA, Microsoft Office 2003/2007/2010/2013 , Microsoft Exchange and Exchange Server, Microsoft Access, Microsoft Word and Excel, Microsoft NT/2000

EXPERIENCE:

Desktop Support Manager

Confidential, Washington, DC

Responsibilities:

• Manage the Tier I/II/III Help Desk that consist of (3) Tier I/II/III technicians.
• Provided Help Desk support to 1,000 customers located at the Executive Office of the President.
• Responsible for ensuring all tickets have been entered, resolved, closed using Confidential Openview and Service Now.
• Prior to closure, ensuring all of the tickets have been documented to outline the resolution.
• Serve as the Escalation Manager (EM) between Network, Applications, Security and Account Administration support groups, when tickets have been assigned.
• Follow - up with technicians within the departments ensuring the tickets are closed in a timely manner or updated daily.
• Responsible for Managing projects such as workstation deployments.
• Provide Tier I/II /III support during our peak times, which includes working onsite, offsite, and answering incoming calls.
• Responsible for all projects when completing hardware or software refreshes.
• Presented reports to direct and executive management.
• Established Service Level Agreements ( Confidential ) for Tier I/II/III.
• Managed hardware and software refresh plan including management of the Microsoft Volume License Database, Hardware Inventory Database, and Software Version Control Database.
• Developed, executed and maintained process and procedures, prepared test plan and executed on any new hardware targeted for deployment.
• Prepared customer service training materials for use by technicians and customers. Conducted training session for team and one-on-one training.
• Responsible for monitoring all live calls, e-mails, and voice mail calls to ensure tickets were being responded to within the thirty (60) minute Confidential requirements.
• Developed the necessary work instruction to support the task and monitored the workflow between the dispatcher and the Tier II technicians ensuring tickets were being resolved within the metric.
• Performed random customer satisfaction surveys, followed-up on all customer satisfaction surveys rated below “fair” and provided the final survey results to the Deputy Chief daily.
• Technical expert on escalation calls for 1st 2nd and 3rd level technicians.
• Project manager for projects, developing project plans, creating and managing the resources and met an eight five percent (90%) early delivery metric.
• Managed customer service and user inventory database.
• Performed daily, monthly, and yearly trend analysis, and provided guidance and recommendations for improvements.
• Approved time sheets and wrote performance reviews.

Desktop Support Team Lead/Supervisor

Confidential, Washington, DC

Responsibilities:

• Supervise the Tier I/II/III Help Desk that consist of (6) Tier I/II/III technicians.
• Provided Help Desk support to 1,000 customers located at the Commodity, Futures, Trading commission
• Analyze and review daily help desk tickets to prepare weekly and monthly Confidential reports to ensure Confidential ’s are over the 90 percentile
• Prepare and enhance Standard Operating Procedures for daily activities within the Customer Support Center and use for daily operations
• Formulate personnel reviews, construct and administer disciplinary action when needed, and determine an individual’s standard raise
• Coordinate with other departments to purchase software/hardware for internal/external staff
• Research all current software/hardware to enhance the support from the Help Desk
• Ghost, install and configure client workstation from Windows VISTA to Windows 7 and Office 2003 to Office 2010
• Create and manage standard desktop images for employees based on job function reducing the time requires to install appropriate software on new PC’s
• Configure Confidential and Latitude Dell laptops computers and created remote access accounts using Active Directory
• Create & configure network accounts using Active Directory
• Control network share permissions on files and directory
• Provides inventory management support for Scan Asset Inventory software
• Create tickets within the Foot Prints ticketing system to provide users with a ticket to track all updates to issue related problems to personal pc.

Confidential

Help Desk Supervisor

Responsibilities:

• Managed three Help Desk Analyst on daily tasks and projects
• Ensured all Confidential ’s were met on a timely basis
• Created weekly reports within Crystal Reports examining the timeliness of the analysts Help Desk tickets that had been completed
• Reported directly to the Director of IT
• Created Standard Operating Procedures for the analysts to follow on new hires and departures from Confidential
• Completed on average twenty tickets a week personally resolving users issues

Confidential

Help Desk Tech Lead

Responsibilities:

• Provided support for AS400 servers, as well as Intel Microsoft Windows 2003 servers.
• Administered computer operations department policies and procedures, at an intermediate or advanced skill level; ability to make suggestions, documents policies and procedures.
• Supported and administered a data retention/recovery and production job schedule environment.
• Performed and validated scheduled backups to insure the security of data.
• Works with vendors to handle level 3 issues, requiring development or support.
• Performs continuous analysis of production jobs, backup processes, system monitors, and server availability; provides solutions working will all groups impacted.
• Tests disaster recovery plan.
• Troubleshot server access problems and administered network security polices and procedures.
• Ensured server security access and protected against unauthorized access, modification, or destruction.
• Installed new software releases, server upgrades, evaluated and installed patches and resolved software related problems.
• Performed system backups and recovery.
• Maintained data files and monitors systems.
• Insured daily, monthly, quarterly, and annual schedules are fulfilled.
• Improved business processes and supported critical business strategies by managing the maintenance of business application systems.
• Ability to work in a busy helpdesk environment.
• Ability to participate vendor relations.
• Managed day end, month end, and year end business closings.
• Relied on extensive experience and judgment to plan and accomplish goals.
• Performed a variety of complicated tasks.
• Ability to work in a fast paced information technology department, while setting appropriate expectations.
• Insured service levels are maintained.
• Communicated with appropriate sources when necessary to obtain resolution
• Familiarity with a variety of field concepts, practices, and procedures.
• Ability to provide exceptional customer service to end users.
• Excellent communication skills.

Confidential

Migration Deployment Technician Lead

Responsibilities:

• Providing Technical Support and Training to Computer Network
• Imaging, deployment, loading software, and replacement of computer systems
• Data migration for Windows 2000 to Windows XP for over 2000 Confidential employees
• Troubleshoot and configures Windows 2000, XP, and Lotus Notes 6.0
• Responsible for Level 2 technical support
• Dell computer software upgrades for both COTS and Confidential
• Specific duties including working Unicenter call tracking on a daily basis
• Configuring VPN accounts for home and traveling users within Confidential
• Troubleshooting issues that may arise with problems within the VPN network