Customer Service Technical Support

LOREN A. WALKER

***** **** *** ** *****, MD *****

Cell Number 202-***-**** *****.******@*******.***

Accomplished IT professional with strong analytical and problem solving skills. I provide excellent customer service, communicating and connecting with diverse individuals.

Summary of Qualifications

• Over thirty years of in the IT field.

• Computer Professional with demonstrated proficiency on multiple computer platforms and applications including Windows OS, Sharepoint, Excel, Outlook Express, PowerPoint, Word and other word processing programs.

• I am a well-organized, self-motivated quick learner who performs well under pressure.

Professional Experience

INOVA April 2017 – September 2017

Technical Support Alexandra, VA

Two Contracts with INOVA Hospital Systems

• Moved boxes of new equipment from loading dock to work areas.

• Reimaging Win 7 WOWs.

• Replacing 22 inch monitors with 24 inch on WOWs.

• Aided the helpdesk with trouble ticket within the Mt. Vernon and Arlington hospitals.

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• Desktop Support during Closet Upgrade.

• Assisted Medical Staff before and after upgrade.

• Manned Help Desk Phone for project in the Loudoun County hospitals; including MS Office 365 issues after upgrade.

Smithsonian Institution August 2016 – December 2016

Technical Support Rockville, MD

• Delivered exceptional customer service in the fast paced environment before the opening of the National Museum of African American History and Culture.

• Return calls to SI staff and responded to tickets in the HEAT ticketing system.

• Ensured task were completed meeting SLA’s.

• Provided technical support after the museum opened; phone and deskside.

• Deployed new laptops, re-image and deploy previously used laptops to NMAAHC staff.

• Worked with A D to support staff user accounts.

• Installed and configuring cisco IP phones.

• Installed desktop and Network Printer in new museum.

• Supported AV systems in conference rooms.

• Deployed and support MS Office 365.

• Supported IOS devices.

The Georgetown University Law Center July 2007 - April 2016

Service Desk II / Student Technology Reference Desk Manager Washington, DC

• I started as the second technician at the Law Center Student Technology Reference desk and ended as manager.

• Supported laptops PC & Mac of our 3000 Law Center students along with their tablets and phones.

• Worked with A D to create and modify student’s user accounts.

• Maintained the PC and Pharos printers in the two Computer Labs of the Edward Bennett Williams Law Library.

• Installed and configuring cisco IP phone on campus.

• As a member of the faculty & staff help desk we supported the Law Center equipment of our community members.

• Ensured task were completed and accurately updating in Remedy, Kayako and Sysaid ticketing systems.

• Deployed and replace 25% of the Law Center PC & laptops each year.

• Supported Pharos, HP, Xerox printer’s scanners and Faxes.

• Provided phone and remote support for faculty & staff.

• Worked with A D to create and modify faculty & staff user accounts.

• Supported AV systems in 40 classrooms on campus.

• Deployed MS Office 365 and supported user in Word, PowerPoint, Outlook and Excel.

• Supported IOS devices.

Children's National Medical Center July 2002 to June 2005

Helpdesk Technician II Washington, DC

• Nights / weekends as sole IT support member in the hospital.

• Supported 2000 PC users.

• Ensured task were completed and accurately updating in Remedy ticketing software.

• Returned calls to hospital staff in the building or at home.

• Worked with A D to create and modify hospital staff user accounts.

• Deployed and replaced hospital PC’s.

• Worked with remote desktop to support users while at home.

Computers Geeks July 2002 to June 2005

Field Service Technician II Washington, DC

• Drive to between 4 and 6 customers locations a day; homes and business.

• Setup PC’s and Laptops / PC’s and Macs.

• Setup up networks.

Triad Management Systems Inc. 1998 to September 2001

Helpdesk Technician II Alexandria, VA

• Worked as a member of the IT staff in support of 7000 users for the Defense Logistics Agency.

• Deployed and replaced PC’s.

• Ensured task were completed meeting SLA’s.

• Returned calls to DLA staff in response to Remedy ticketing software.

Triad Management Systems Inc. 1998 to September 2001

Helpdesk Technician Lead Alexandria, VA

• Worked as Lead Tech in support of 4000 users for the Army Materials Command Headquarters.

• Deployed and replaced PC’s.

• Ensured task were completed meeting SLA’s.

• Returned calls to AMCH staff in response to Remedy ticketing software.

Kenny & Company Clinton November 1997 to January 1998

Helpdesk Technician Lead Crofton, MD

• Worked as Lead Tech in support of 4000 users for the Federal Election Commission.

• Deployed and replaced PC’s.

• Ensured task were completed meeting SLA’s.

• Returned calls to FEC staff in response to Remedy ticketing software.

• Supported an AS400.

• Supported a RIS6000.

Certifications

January 1986 to January 1987 Certificate Program Computer Operator: Yorktown Business Institute, College Park, MD. August 1998 to February 1999 A+/MCSE Certification: Digital Inc., Silver Spring, MD. July 2003 Microsoft Windows XP Certification Program: Knowledge Corp., Washington, DC.

Security Clearance

I Do Not Have an Active Clearance at this time.

1990 Top Secret ( DSS ), 1995 White House Clearance, 2016 Public Trust Smithsonian Institution.

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