SUMMARY:

Dynamic and highly skilled with over 5 years of Service Desk environment experience. Providing exceptional Tier II Level Support in an enterprise level environment. Epitomizes professionalism; exceptional mentor and role model. Demonstrates a positive, professional attitude; always committed to excellence and customer service. Tenacious in developing personal growth, customer satisfaction, and forging a strong working relationship with all personnel.

SKILL:

• VPN
• 2 Factor RSA Token Authentication
• IRON Key encryption management
• Office 365
• MMC/CCM
• Easy Data Transfer
• VMWare (VDI)
• Active Directory
• Remedy
• Altiris
• Remote SMS
• BitLocker Encryption (Surface Pro)
• PC Anywhere/ Bomgar
• Citrix
• McAfee Encryption (safeboot)

EXPERIENCE:

Confidential

Service Desk - Senior Service Desk Technician

Responsibilities:

• A ssist with field installations, both new and cyclical replacements
• Provide in-house and local customer support
• Perform imaging new equipment for installation in the field
• Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, and other related peripherals.
• Process customer incidents and requests from the Desktop Support work queue in the ITSM system (ServiceNow).
• Perform technology refreshes.
• P roactive in anticipating and resolving problems. Take ownership and initiative for problem resolution, spot potential problem areas, analyzes solutions, propose resolution and ensure implementation. Take the term “customer service” to heart.
• Maintain password, data integrity and file system security for the computing environment.
• Utilize tools as ServiceNow, Bomgar, Mirage, AD, McAfee, ESET, MS Office 365, Skype.
• Document procedures, standards, best 5 practices configurations, settings, installation sequences and back-out instructions.
• Always ensure the customer is left ‘whole’ after any work activity (i.e., requisite hardware, software, peripherals and all processes are functioning as required). Validate with customer prior to leaving the assignment.
• Provide status reports of his/her assigned tasks as required by the Service Desk Manager. The Service Desk Manager will provide a format for the required status reports

Confidential

S3 Desktop Engineer

Responsibilities:

• Provides guidance and/or supervision to lower level technicalu staff
• Responsible for imaging all laptops, desktops, and Surface Pro for the Department of Transportation
• Activate BitLocker on Win7 system for DOT
• Act as the Highest Escalation Point within the Service Desk for OST VIP customer of U.S. DOT.
• Set up customers Good (email) accounts on their new machines & Devices.
• Accurately testing, identifying, repairing, resolving and documenting end user technical issues.
• Troubleshooting and resolving software issues regarding desktop computers, laptops, mobile devices.
• Building, configuration, installation and maintenance of company desktop computer systems.
• Performs administrative duties related to computer equipment, such as asset inventory, problem tracking,
• Create and add to laptop/desktop/tablet computer name to the appropriate Federal mode in Active Directory with the correct rights in place.
• Replace Monitors on PCs and Laptops
• Troubleshoot and resolve issues with desktop hardware and software
• Maintain and perform hardware set up, proper configuration and system modifications to assure high availability and performance
• Installing and setting up office/cubes for new and existing employees, relocating phones, and troubleshooting outages
• Escalate unresolved problems to staff with specific expertise, such as developers, network or system engineers, and database administrators in a timely manner
• Collaborate effectively with helpdesk team members and other IT technicians to resolve and document issues
• Create and update standard software loads for a variety of desktop systems.
• Physically move and re-establish desktop systems as required.
• Assist with video/audio conference setup
• Train end users on usage of computer hardware and software.
• Develop and manage effective professional working relationships with contractor personnel, co-workers and clients.
• Adhere to policies as per corporate manuals and directives.
• Extend computer support for systems’ software and hardware.
• Setup computers and install software for various applications and programs.
• Interact with staff on desktop problems and their resolution.
• Network and connect computers within organization to better communication.
• MS Office 2013 and O365 specialist
• Oversee all Ticket close-outs for quality
• Works with iPhones, iPads, Android phones by replacing devices and broken screens
• Assist Help Desk Manager in improving and streamlining processes, procedures and work instructions
• Troubleshoot and resolves user incidents and requests dealing with the Microsoft operating systems, Active Directory (AD), Microsoft Office Suite, iPhone, iPads, Blackberry’s, VDI-VMWare (Remote Tool) and Androids.
• Utilizes the Remedy 7 to record IT incidents and requests
• Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
• Setup desktop computers and peripherals and test network connections.
• Install and test desktop software applications and internet browsers.

Confidential

IT Manager/ Specialist

Responsibilities:

• Works in conjunction with the IT Staff to implement new technologies.
• Respond to customer telephone calls and email as necessary
• Setting up administrator and service accounts, maintaining system documentation, tuning system performance, installing system wide software, provide end users with support for pc and printer issues. Interacts with users on a daily basis providing excellent customer service.
• Provides technical support by performing installation, repair, and preventative maintenance of personal computer and related software/hardware.
• Setup new PC’s and laptops.
• Maintain print server
• MS Office 2013 and O365 specialist.
• Identifies hardware and software requirements consistent with specific project criteria, analysis, alternatives and cost justifications.
• Provides guidance and/or supervision to lower level technical staff
• Act as the Highest Escalation Point within the Service Desk.
• Daily communications with team and customer.
• Oversee all Ticket close-outs for quality
• Reporting and status updates
• Assist Help Desk Manager in improving and streamlining processes, procedures and work instructions
• Works with iPhones, iPads, Android phones
• Assist Help Desk Manager in improving and streamlining processes, procedures and work instructions
• Troubleshoot and resolves user incidents and requests dealing with the Microsoft operating systems, Active Directory (AD), Microsoft Office Suite, iPhone, iPads, Citrix and Androids.
• Utilizes the Manage Engine Service Desk (Web Based Ticket System) to record IT incidents and requests
• Provide Tier II support, image laptops, Desktops

Confidential

Service Desk Team Lead

Responsibilities:

• Ensure that the team is delivering great customer service, is meeting Service Level Agreements (SLAs) and is managing incident restoration.
• Meeting customer service expectations entails monitoring and reporting on performance metrics such as the number of calls received, the number of calls closed on first contact, the number of open calls and the number of open aged calls. These metrics are also common in SLA documents when service desk services are provided to a client.
• Reporting using SQL, Excel and Crystal Reports via BMC Remedy
• Train, coach and mentor Help Desk support personnel. Oversee staff activities. Complete performance evaluations and tracking, promotions, hiring, and disciplinary responsibilities of the Team
• Direct the Tier I Help Desk representatives in ensuring quality customer care in software and hardware support. This includes but is not limited to reviewing and implementing improved processes, streamlining procedures and establishing standards and working solutions.
• Respond to customer telephone calls and email as necessary
• Manage personnel to support customer contacts and call volume
• Provide, coaching, mentoring and development feedback
• Conduct performance reviews with direct reports
• Manage direct reports time off, Employee scheduling
• Assist Help Desk Manager with inter-departmental projects, Organize labor for extended hours and after hour projects
• Provide advanced troubleshooting to Confidential employees and customers
• Oversee the maintenance of the Confidential documents
• Assist Help Desk Manager in improving and streamlining processes, procedures and work instructions
• Provide quality Customer interaction by overseeing prompt and efficient communication between Help Desk team members and clients
• Coordinate and implement changes to help documents, work instructions, and process flows
• Review Help Desk Representatives case work for Quality
• Supervision and annual performance reviews of Help Desk, Tier I staff
• Develop and hire staff to meet company growth objectives.
• Follow all company policies and procedures
• Uphold Confidential Quality Policy and Objectives
• Responds to IT incidents and requests received from the Confidential user community via phone calls, e-mail, facsimile, walk-ins and the internet
• Troubleshoot and resolves user incidents and requests dealing with the Microsoft operating systems, Active Directory (AD), Microsoft Office Suite, Blackberry, Citrix and all Confidential owned Commercial Off-the-Shelf (COTS) products
• Completes request for password resets for AD, BlackBerry, 2 Factor, VPN, Citrix and proprietary application accounts
• Utilizes the Remedy ARS ticketing system to record IT incidents and requests
• Properly escalated work order tickets to the responsible team when necessary
• Assists Tier II technicians to perform tasks provided in the Problem Management Plan to resolve re-occurring incidents
• Follow-up with customers and update the Remedy ARS ticketing system during the lifecycle of the work order ticket
• Authors and revises Standard Operating Procedures (SOP) when needed
• Performs account administration tasks for Active Directory, Outlook and all other Confidential owned COTS and GOTS products requiring

Confidential

Service Desk Analyst

Responsibilities:

• Responds to IT incidents and requests received from the Confidential user community via phone calls, e-mail, facsimile, walk-ins and the internet
• Assist with migrating from Windows XP/Office XP to Windows 7/Office 2010. I was made POC for troubleshooting the customer issues with the migration.
• Provided Tier II support with data transfers, troubleshoot laptops.
• Troubleshoot and resolves user incidents and requests dealing with the Microsoft operating systems, Active Directory (AD), Microsoft Office Suite, Blackberry, Citrix and all Confidential owned Commercial Off-the-Shelf (COTS) products
• Troubleshoot and resolve user incidents and requests dealing with all Confidential owned Government Off-the-shelf (GOTS) products involving the web applications, mainframe applications, and other proprietary applications
• Completes request for password resets for AD, BlackBerry, 2 Factor, VPN, Citrix and proprietary application accounts
• Utilizes the Remedy ARS ticketing system to record IT incidents and requests
• Utilizes Standard Operating Procedures (SOPS) to provide first call resolutions for user incidents and requests received over the phone and remotely
• Properly escalated work order tickets to the responsible team when necessary
• Assists Tier II technicians to perform tasks provided in the Problem Management Plan to resolve re-occurring incidents
• Follow-up with customers and update the Remedy ARS ticketing system during the lifecycle of the work order ticket
• Authors and revises Standard Operating Procedures (SOP) when needed
• Performs account administration tasks for Active Directory, Outlook and all other Confidential owned COTS and GOTS products requiring
• Provides weekly status reports on all open work orders to Tier I Lead

Confidential

Service Desk Senior Analyst

Responsibilities:

• Responds to IT incidents and requests received from the Confidential user community via phone calls, e-mail, facsimile, walk-ins and the internet
• Troubleshoot and resolves user incidents and requests dealing with the Microsoft operating systems, Active Directory (AD), Microsoft Office Suite, Blackberry, Citrix and all Confidential owned Commercial Off-the-Shelf (COTS) products
• Troubleshoot and resolve user incidents and requests dealing with all Confidential owned Government Off-the-shelf (GOTS) products involving the web applications, mainframe applications, and other proprietary applications
• Completes request for password resets for AD, BlackBerry, 2 Factor, VPN, Citrix and proprietary application accounts
• Utilizes the Remedy ARS ticketing system to record IT incidents and requests
• Utilizes Standard Operating Procedures (SOPS) to provide first call resolutions for user incidents and requests received over the phone and remotely
• Properly escalated work order tickets to the responsible team when necessary
• Assists Tier II technicians to perform tasks provided in the Problem Management Plan to resolve re-occurring incidents
• Follow-up with customers and update the Remedy ARS ticketing system during the lifecycle of the work order ticket
• Authors and revises Standard Operating Procedures (SOP) when needed
• Performs account administration tasks for Active Directory, Outlook and all other Confidential owned COTS and GOTS products requiring
• Provides weekly status reports on all open work orders to Tier I Lead

Confidential

Technical Administrator

Responsibilities:

• Responded to IT incidents and requests received from the Confidential user community via phone calls, e-mail, facsimile, walk-ins and the internet
• Met all Service Level Agreements (SLA) as listed in the Service Level Management Plan
• Monitored the Confidential Helpdesk e-mail inbox and create/update Remedy ARS ticketing system
• Performed tasks provided in the Incident Management Plan to resolve incidents
• Follow-up with customers and updated the Remedy work log with detailed information during the lifecycle of a ticket
• Utilized the Remedy ARS Coding Scheme to properly escalate tickets to the responsible team
• Performed account administration tasks for Active Directory; Outlook and all other Confidential owned product
• Created and deleted user accounts

Confidential

Technical Assistant

Responsibilities:

• Follow-up with customers and updated the Remedy work log with detailed information during the lifecycle of a ticket
• Utilized the Remedy ARS Coding Scheme to properly escalate tickets to the responsible team
• Assisted Program Manager with meeting requests and taking meeting minutes
• Utilized the Remedy ARS ticketing system to perform the tasks instructed in the Call Management Plan

Confidential

Executive Administrative Assistant & FSO Security Assistant

Responsibilities:

• Assisted the President, VP, CFO in day to day duties
• Set up conference rooms
• Maintained files, company directory, and sales material
• Coordinated meetings, and appointments
• Assisted with event coordination’s
• Typed, proofread, filled, and scheduled interviews and briefings
• Worked extensively with various software packages, databases, spreadsheets and word processing
• Completed solicitation form 1449 and sections L & K of the solicitation, searched Internet for bid solicitation
• Prepared solicitations for binding and ensured that they had proper covers
• Responsible for putting the company’s sales & marketing packets together
• Assisted the HR Manager in binding together employee handbook and new hire packets
• Ordered monthly office supplies
• Distributed incoming/outgoing mail via U.S. Postal service, Fed-Ex and Carrier Service
• Assisted the Facility Security Officer (FSO in maintaining the security database
• Submitted visit authorization request (VAR), along with badge request for new, updated, renewals, and cancellation of badges
• Verified with Defense Security System (DSS) that new hires have clearances or can attain one
• Checked the Joint Personnel Adjudication System (JPAS) to receive updates on employee’s clearances and to input new employees clearance information
• Created and sent Standard Forms 86, Standard Forms 85P and DD562’s through the EPSQ System database and EQIP system
• Entered new and updated information in the FSO security and pentagon database
• Conducted monthly queries in the Pentagon and security database for badge request renewals, terminations, status and updates
• Prepared security handbook for the FSO
• Prepared GSA schedules for the Sales and Marketing team