PROFESSIONAL EXPERIENCE:

IT Service Desk Agent
Confidential. Largo, Md. December 2011-Present

• Provide exceptional Level 2 support for clients on non-proprietary and proprietary information and applications
• Enter all incidents into Ticketing/Case Management System
• Provide detailed documentation of user problems and cell resolutions in the ticketing/case management system
• Provide timely updates to Trouble Tickets according to Support Center Guidelines
• Interact with inter and intra-departmental support groups to ensure quality service and support
• Escalate to client level support or other support groups all complex problems or issues according to procedures established
• Provide outstanding customer service support in a professional, patient and understanding manner
• Communicate effectively and regularly with internal and external groups as well as with client
• Strictly adhered to all documented procedures to ensure a timely resolution.

Residential Counselor
Confidential. Washington D.C. February 2009-October 2011

• Manage a caseload of clients which include treatment planning, group and individual counseling, and admission interviews
• Conduct intake interviews with potential clients to ensure appropriateness for treatment in program.
• Provided service documentations in accordance with licensing, funding, and contract requirements.
• Ensured safety and security of clients, monitored daily schedules, and coordinate client activities.
• Provided technical support and troubleshooting to staff
• Handled multiple priorities efficiently.
• Exercise excellent written and verbal communication skills.

Technology Consultant IV 
Confidential May 2011-November 2011

• Provide technology consulting to customers and internal project teams
• Provide technical support and/or leadership in creation and delivery of technology solutions
• Installation, configuration, troubleshooting, customer assistance and training in support of and in response to VA user group
• Responsible for computer builds, imaging(Ghosting), and data migrations
• Vista/Windows 2000/XP OS, Windows 7, MAC OS (SNOW LEOPARD, LION)
• Windows 2003 Active Directory (desktop level)
• Participating in the installation and integration of system fixes, updates, and enhancements
• Respond to, and resolve escalated trouble tickets and support requests via telephone, or email
• Provided over-the-shoulder training and assistance to end users on desktop operations including logging in, setting passwords, re-booting, creating new accounts, basic and advanced operations in software and hardware including but not limited to printers, power supplies, sound cards.
• Responsible for addressing, diagnosing, and troubleshooting LAN related user issues.
• Maintenance and distribution of computer and printer related supplies.
• Relocation of computer equipment

IT Technician 
The Computer Merchant/Department of Veteran Affairs October 2008-May 2011

• Installation, configuration, troubleshooting, customer assistance and training in support of and in response to VA user group
• Responsible for computer builds, imaging(Ghosting), and data migrations
• Vista/Windows 2000/XP OS, Windows 7
• Windows 2003 Active Directory (desktop level)
• Participating in the installation and integration of system fixes, updates, and enhancements
• Respond to, and resolve escalated trouble tickets and support requests via telephone, or email
• Provided over-the-shoulder training and assistance to end users on desktop operations including logging in, setting passwords, re-booting, creating new accounts, basic and advanced operations in software and hardware including but not limited to printers, power supplies, sound cards.
• Responsible for addressing, diagnosing, and troubleshooting LAN related user issues.
• Maintenance and distribution of computer and printer related supplies.
• Relocation of computer equipment

Deployment Team Lead (Contract Temp) 
Confidential April 2008 – September 2008
Mid-Atlantic Region

• Perform on-site analysis, diagnosis, resolution of complex desktop problems for end users and recommended and implemented corrective solutions. Performed off-site repairs for remote users.
• Performed installation of CPU’s, and implemented performance upgrades on PC’s
• Collaborated with LAN technicians/network administrators to ensure efficient operation of computer environment (Desktop, and Laptop)
• Test and reenact technical issues before escalating
• Acquire and maintain current knowledge of software in order to provide technically accurate solutions to clients.
• Receive and respond to incoming calls, pages and/or e-mails regarding desktop problems.

Help Desk 
Confidential. Largo, Md. February 2004 – March 2008

• Communicate with internal and external clients in order resolve technical issues with software
• Gathered technical data via phone and/or in person
• Test and provide problem resolution for client issues & notifies management of any potential escalations
• Test and reenact technical issues before escalating
• Acquire and maintain current knowledge of software in order to provide technically accurate solutions to clients and record solutions in trouble ticket software
• Provide excellent and timely customer service
• Conducted training sessions for clients in one on one and group sessions
• Maintained clear and track able trouble ticket documentation

EDUCATION Information Technology Foundation 
B.S Information Technology – Systems Security