SUMMARY:

• Help Desk Specialist with twelve years of experience and a diverse background in computer end user support;
• Strengths in analysis, providing expert troubleshooting and resolution of a variety of network and desktop applications problems;
• Customer centric attitude with strong telephone skills, including the ability to discuss technical terms and situations with a non - technical audience;
• High level of professionalism complemented by commitment to team, project and organization;
• Familiarly resolving security issues with spam, spyware, viruses, and bots/botnets;
• Experience with remediation software for security protection and breaches;
• Technical knowledge of hardware, firmware, software, routers, firewalls and mail protocols; and utilizing a diverse technical skill set to successfully manage shifting business priorities.

TECHNICAL SKILLS:

Operating Systems: DOS, Windows / Windows NT Workstation / Windows 2000 Professional / Server / Windows XP Professional, Windows 7, Windows 8

Programs: Comtrac / Remedy / Database Scripting, Visual Basic Macros / Right Now/ Netsuite Log me in Tools(LMI tools); eSupporting issues with TCP/IP, LAN network

Federal Grant Programs: US AID, DOD, HIN, CDC, Department of State, Health and Human Services

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

Technical Support Representative

Responsibilities:

• Resolving 90 % OS (Mac/Windows) conflicts, cloud issues, and other customer issues in the first response.
• Troubleshooting connectivity issues and equipment, resolve OS (Mac/Windows) conflicts, cloud issues, via remote sessions.
• Sustaining constant communication with clients by responding to their - mails and inbound from clients
• Researching solutions to resolve customer technical difficulties on the Internet
• Recommending training improvements to enhance existing call center operations.
• Documenting and updating customer issues via the Right Now ticketing system.
• Serving as knowledge resource for customer support and retentions departments.

Help Desk Specialist

Responsibilities:

• Provided email and telephone support to the eRa User Community and eRa Project Team including customers, analysts, and developers.
• Provided Tier II/III Level help desk support to users of application systems such as the eSubmission, eRa Commons, IMPAC II and RCDC.
• Created Remedy Tickets to track issues and follow through to completion/resolution.
• Escalated issues to the appropriate NIH business analyst and report system anomalies to system engineers, as necessary.
• Maintained knowledge of NIH grant process and application systems such as the eSubmission, eRa Commons, RCDC, And IMPAC II.
• Assisted researchers and business officers in coordinating and submitting proposal applications and working with a variety of electronic systems.
• Interacted with universities research enterprise using electronic submission systems.
• Reviewed proposals to ensure compliance with laws, regulations and university policies.
• Assisted faculty in identifying funding opportunities and generating proposals and budgets.
• Worked closely with the Office of Sponsored Programs and Office of Sponsored Research to coordinate any available Funding opportunities.
• Used active directory to reset single user names and passwords.

Network Abuse & Fraud Technician

Responsibilities:

• Investigated, documented and resolved abuse and fraud-related security issues.
• Reviewed security and policy discretions, and educated customers to prevent future occurrences.
• Discretely and diplomatically resolved issues with Comcast customers via telephone, email and chat.
• Worked with vendors and outsource partners to resolve issues (via phone, email and chat).
• Observed, processed and discussed highly sensitive information, and, media, relating to customer security issues with potential legal implications.
• Managed customer outage bridges and facilitated communication to resolve issues.
• Provided operational support to external vendors, local market field technicians, operations support personnel, and other technical and business support.
• Isolated and resolves problems by correlating information from network equipment and executing appropriate fix via corrective tools, etc.
• Notified appropriate individuals, organizations, and third party industry carriers of network outages, degradation of service, and restoration events by opening system trouble tickets and escalating, as necessary, with internal and external fix agencies.
• Responded to abuse, fraud and security related phone, email and chat requests for support.
• Provided troubleshooting of customer premise equipment including PCs, laptops, modems routers and software (PC operating systems) to understand source of issue.
• Diagnosed issues related to cable modem connectivity, E-mail, NIC configurations, PC operating systems support and understanding of firewall problems.
• Expedited the following technologies: anti-virus software, firewalls, Cisco router configuration, DNS, DHCP, IP Subnetting.
• Scheduled service appointments and escalated calls to the appropriate technical departments.
• Provided positive customer orientation to products and technical information.
• Gained experience with TCP/IP, DNS, DHCP, SMTP, ARP, VPN, NAT, PAT, TFTP, and RIP.

Technical Support Representative

Responsibilities:

• Provided customer facing support to commercial customers.
• Provided WAN/LAN support to commercial customers and worked with customer with VPN connection problem.
• Consulted with customers and their consultants to achieve desired service configurations.
• Troubleshot connectivity issues and equipment including: DHCP, Network, RF, client configuration problem, mail delivery problems, client configuration, domain issues, DNS problems, and identification of server level issues.
• Supported field engineer and communication technicians with installation, troubleshooting, and configuration of equipment.
• Provided support with client configuration and DNS problems.
• Identified server level issues with DNS & proxy server configuration.
• Supported escalation team with communication to dispatch.

Helpdesk Support Technician

Responsibilities:

• Provided high quality and efficient customer support via phone and e-support solutions.
• Troubleshot and researched customer technical difficulties on the internet.
• Supported the outage department on issues such as IP, default gateway, browsers and other network-related problems.
• Assisted call center in achieving required call center and industry required goals.