OBJECTIVE:

• To deliver exceptional customer service within an extensive end - user environment, using my Information Technology knowledge and technical writing skills as a Help Desk Supervisor or Technical Support Specialist.

SUMMARY:

• Over fifteen years of experience providing end user hardware and software support, with a focus on Microsoft-based environments (Windows 2000 Professional, Windows XP Professional, and Windows 7 Professional).
• Extensive technical troubleshooting abilities primarily encompassing the use of Microsoft Office, Internet Explorer, Systems Management Server, Remedy, and the ServiceWare (Knova) Enterprise Suite.
• Excellent organizational, communication, research and customer service skills.

PROFESSIONAL EXPERIENCE:

Confidential - Glen Allen, VA

Technical Customer Support Analyst

Responsibilities:

• Provided third-tier technical support for end users of the Purchase Card Online System (PCOLS) suite of applications including Authorization, Issuance and Maintenance (AIM), Enterprise Monitoring and Management of Accounts (EMMA), PCOLS Reporting and Data Mining / Risk Assessment (DM / RA).
• Deployed the PCOLS suite of applications to the United States (US) Army three pilot program sites at US Army Contracting Command-National Capital Region, US Army Corps of Engineers and USAG Kaiserslautern.
• Trained all DMDC Support Center staff (over 70 agents) on the use of and troubleshooting procedures associated with the EMMA application (hierarchy based security management software).
• Authored all release notifications for PCOLS software enhancements and corrections.
• Prepared production support status reports for Purchase Card Program Management Office (PCPMO) and Confidential PCOLS Project Management.
• Attended Agile / Scrum Project Management sponsored by Confidential DMDC Account Management.

Supervisor, Defense Manpower Data Center (DMDC) Support Center

Confidential - Alexandria, VA

Responsibilities:

• From, served as a member of the DMDC Support Center (DSC) management team (Former Title: Operations Team Lead as a subcontractor), overseeing the organization’s operations and ensuring that Service Level Agreements (SLA’s) are always met and routinely surpassed.
• Acted as the primary software developer point of contact for the dissemination of feature enhancements and system maintenance activities to Help Desk support staff.
• Served as the primary liaison between Department of Defense (DoD) government personnel and Confidential contract staff as a Subject Matter Expert on both DMDC Support Center business processes and DMDC enterprise-wide and customer facing software systems.
• Oversaw content development for the DMDC Support Center’s knowledge base, which is currently stored within the CA Unicenter Knowledge Tool.

Consultant (Tier One Technologies), Defense Manpower Data Center (DMDC) Support Center

Confidential - Alexandria, VA

Responsibilities:

• Participated in a Lean Six Sigma process in order to contribute suggestions for lowering inbound call volume into the DSC.
• Served as a member of the Confidential Callback Team and consistently closed over 10 problem tickets on a daily basis.
• Developed extensive experience utilizing and supporting the following software applications: Cisco Agent Desktop, CA Unicenter ServiceDesk, Remote Desktop, and Confidential s VPN Client 5.0.
• Consistently closed over 15 problem tickets on a daily basis as a member of Applications Support within the DSC's latest Help Desk call flow model (Front Line, Applications / Hardware, and Callback Teams).

User Support Specialist, Solutions Center

Confidential, Washington, D.C

Responsibilities:

• Provided hardware/software assistance to approximately 700 users within a Windows Server 2003 based network environment, with the Office XP Suite and Internet Explorer browser as Crowell & Moring approved standards.
• Supplied technical support to Crowell & Moring attorneys utilizing Interwoven 8.0 as their preferred Document Management System (DMS).
• Managed the scheduling and the delivery of the firm’s video conferencing capabilities as needed by the end-user community.
• Set up requested web conferences using the services of WireOne.com as the host environment.

Senior Systems Engineer

Confidential - Arlington & Alexandria, VA

Responsibilities:

• Facilitated development of internal sessions designed to instruct on-site Office of Customer Support Services (OCSS) contractors (Trawick & Associates and Titan Systems) on commercial, as well as proprietary, hardware and software currently utilized at Confidential .
• Managed the activities of three “KPAK” (Knowledge Base) authors designated to transcribe and to upload solutions to technical problems utilizing the ServiceWare (Knova) Enterprise Suite.
• Negotiated validity of Re-Opened/Unsatisfactorily rated problem and service records resulting from Customer Quality Checks completed by OCSS Federal Staff by initiating investigations conducted by APR staff and by consolidating their conclusions into a single report which is then used to measure the Help Desk’s overall efficiency and customer satisfaction ratings.
• Served as primary technical resource for Help Desk staff regarding proper diagnostic and resolution procedures for several proprietary applications developed at Confidential .

Technical Support Specialist

Confidential - Arlington, VA

Responsibilities:

• Provided commercial, as well as proprietary, hardware/software assistance to approximately 9,000 users within a NT 4.0 based network environment, with the Office 2000 Suite and Netscape 4.75 browser as PTO-approved standards.
• Cited twice by Help Desk management for exceeding Service Level Agreement (SLA) requirements for First-Tier analysts. SLA’s included answering a minimum of 30 calls and resolving a minimum of 7 calls daily.
• Received promotion on 11/06/2000 to permanent Second-Tier status. Position involved advanced researching and trouble-shooting of previously created problem records.
• Served as member of Critical Problem Notification Team by generating reports for global information systems outages and by acting as a liaison between software developers and end-users throughout the problem resolution process.