SUMMARY:

• More than 10 years of IT support and training experience, specializing in troubleshooting and resolving software and hardware issues via phone, email, in - person or remote support, as well as training and mentoring end-users, and providing corporate and executive level support

TECHNICAL SKILLS:

Platforms: Microsoft Windows operating systems XP, 7, 8, and 10

Remote Tools: Hyena (VNC), Configuration Manager Console (CMC), Remote Desktop & AnyConnect VPN, Go To Assist, WebEx, Bomgar

Software: Active Directory, AS400, Citrix, IE 7-11,Microsoft Office System 2007 - 2016, MS Exchange, Office 365

Hardware: Laptops/Desktops, Network printers/scanners, iPads, iPhones, Blackberries, Droids

Ticketing Systems: Remedy, Numara Footprints, HP Service Manager, Spiceworks, Managed Service Engine

PROFESSIONAL EXPERIENCE:

Confidential

IT Resume Writer / Technical Writer

Responsibilities:

• Create, review and edited resumes for Leidos Health consultants to be submitted for healthcare IT positions
• Maintain resume request queue to ensure all resumes are completed on or before requested time
• Format resumes on Leidos templates
• Perform quality checks of previously created resumes for accuracy
• Consult with recruiters on missing information from resumes. i.e. job titles, length of employment, job location
• Reject non-chronological resumes or incomplete resumes and send back to recruiter

Helpdesk Analyst

Responsibilities:

• Provided phone, email and deskside and remote support on but not limited to Brand network connection issues, software installs, password resets, Outlook issues and hardware issues
• Maintained personal request queue and efficiently resolved assigned issues to ensure requests did not violate SLA
• Coached and mentored less experienced teammates

IT Support Analyst

Responsibilities:

• Managed service desk request queue to include assigning incidents & service requests to service desk analysts and infrastructure teams, while maintaining personal ticket queue on hardware and software incidents for the corporate and remote offices
• Assigned user and group permissions, created new employee LAN ids, performed password resets/unlock and enabling/disabling accounts in Active Directory
• Served as escalation point for tier 1 analysts
• Trained new IT hires & interns on tier 1 tasks and SLA requirements
• Served as project lead on assigned projects
• Analyzed user request reports to determine if users needed additional training
• Managed service desk knowledge base to ensure knowledge base articles are current
• Worked closely with the Infrastructure team to perform Quality Assurance testing on software updates before deploying into production environment
• Created and updated training material and policies and procedures
• Participated in on-call support rotation

Service Desk Team Lead

Responsibilities:

• Functioned as Service Desk Team Lead for Byers Engineering IT department
• Managed service desk queue and assigned requests to service desk analysts in a timely manner to ensure requests do not violate SLAs
• Performed account management tasks in Active Directory to include on-boarding account creation, off-boarding account deactivation and permission assignment
• Assigned tickets to service desk team members
• Reviewed resolved tickets for resolution accuracy; reviewed inaccurate resolutions with service desk analysts
• Managed hardware and software procurement process to include ordering hardware and software for corporate and satellite offices
• Ensured invoices were reviewed and submitted on time

IT Support Analyst

Responsibilities:

• Worked as sole IT support for CEB’s Alpharetta office for all hardware and software issues
• Setup new hire workstations to include computer and dual monitor setup
• Managed pc setup and deployment for new hires using standing standard hardware images and software
• Trained all new hires on IT policies and procedures
• Assisted global service desk answering calls, emails, ticket triage & assigning tickets to appropriate queues
• Assigned user permissions and groups in Active Directory
• Worked closely with IT project managers on local IT initiatives
• Performed procurement and maintenance of all hardware inventory

Helpdesk Analyst

Responsibilities:

• Provided 1st & 2nd level support via phone, email or deskside for all hardware and software problems on internal and external applications for in-house and remote users
• Managed IT new hire process to include LAN id and email account creation, assigning user and group permissions and disabling accounts for terminated employees
• Provided ticket documentation of incidents and service requests in Numara Footprints Call tracking ticketing system
• Created training documentation to be submitted to knowledgebase or helpdesk SharePoint
• Performed troubleshooting of technologies to include but not limited to desktops, laptops, software, network and personal printers, WIFI, blackberry, droids, and iPhone/iPads
• Performed network password resets

Helpdesk Analyst

Responsibilities:

• Provided customer support via phone and email for over 100 IT staffing agencies for Georgia and Nebraska’s statewide agencies and organizations on using the vendor management services (VMS) software
• Served as Lead Customer Support Analyst to include training new employees, conducting computer based and in person training sessions with agencies, suppliers and contractors
• Created and updated knowledge base, training material, and policies & procedures
• Performed quality assurance on proprietary software before putting into production
• Worked closely with supervisor, development and quality assurance to test enhancements
• Reviewed requisitions submitted by state agencies before posting to suppliers
• Reviewed proposals submitted by suppliers for accuracy before accepting or declining
• Maintained and exceed service level agreements (SLA)

Sr. IT Support Coordinator

Responsibilities:

• Coordinated all aspects of vendor-led training to include interviews with managers to determine training needs and researching vendor offerings
• Served as external vendor liaison for the Information Systems Training department
• Provided Tier 1 & 2 support for internal customers’ questions in regards to I/S Training
• Reviewed and maintain vendor contracts
• Performed logistical and administrative functions to include class scheduling, registering students, and training environment analysis and setup

Helpdesk Analyst II

Responsibilities:

• Provided Tier 1 & 2 support for internal and external customer’s questions related to technical, hardware, software and operational support for over 200 products & applications to include Remedy, Windows, MS Office, Outlook Exchange, Citrix, and Blackberry
• Utilized Remedy Call Tracking System to log and track incidents, search for similar issues and solutions, create knowledge base submissions, generate call statistic reports, and graph call trend data
• Tracked ACD calls and emails and enters solution data into Remedy Database
• Assisted with training program preparation and serves as teaching assistant
• Consistently exceeded individual first call resolution standards