Desktop Support Customer Service

OBJECTIVE

To secure a position offering challenging opportunities that will promote professional growth and development.

PROFESSIONAL PROFILE

Offering accomplished experience and technical expertise in the areas of PC, Desktop Support across Windows Platforms. Demonstrates proficient knowledge of laptops and desktops; Windows Operating systems and Government standard applications. Provides good communication, interpersonal skills, excellent telephone manners and strong customer focus. Known to demonstrate the ability to aptly balance and prioritize workload while handling multiple tasks and demands in a timely and productive manner. Able to build rapport with customers at all levels to gain customer and organizational trust. Enjoy working with and learning from others.

Key Proficiencies

Tier I/II Helpdesk & Incident Management Active Directory System Upgrades/Deployments

Remedy Ticketing Virus Removal Windows XP, 7, 10

Windows Server 2012 R12 Microsoft Office 365 Remote Access, Citrix, VPN, VDI

MS Exchange Server 2013/2016 Remote Access Tools Work Station Reimages

PROFESSIONAL EXPERIENCE

Federal Energy Regulatory Commission Wash., DC 09/2016 - Present

Information Technology Consultant 1 Desktop Support Analyst

Provide IT Support for the day to day operation of the IT Support Center mailbox such as opening and routing tickets to proper group. Customer Support including Blackberry support, MS Outlook, RSA Authentication Manager, PIV Card Reset, WebEx, Go-to-Assist, VPN Citrix, and McAfee Encryption. Answer IT Support Phone Lines in support of all users and Deputy Directors. Resolve network related issues (Internet Connectivity, Printers, and Resource). Install and configured applications software and related hardware (such as desktops, and related peripherals like printers, scanners, drives, monitors and video teleconferencing hardware).

Provide technical support and training to end-users. Monitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools and techniques. Ensures maintenance tickets are accurately submitted with required data to meet compliance and are designed to improve the stability of the network or provide controlled expansion or addition of services and/or network equipment. Provides analytic oversight of maintenance tickets to manage and alert to resource or cross service collisions, analyzes the overall impact to customers across a converged network. Reviews Root Cause Analysis (RCA) incidents caused by maintenance activity to ensure respective resolution, tracking and reporting/auditing of improvements. Responsible for the observation, communication, and alert of non-compliance of the Network Protection Policy to drive proactive, preventive maintenance and influence effective and efficient performance management practices. Provide VOIP telephone support and activation through Cisco Call Manager. Perform hardware evaluations and make recommendations based on evaluations. Provide mobile device support and mobile email support (Android, Windows, and Blackberry). Utilize Remedy trouble ticketing software for opening/closing tickets in a timely and appropriate manner. Identify and document areas for process improvements. Contact and effectively communicate with users by telephone, electronic communications, or in person.

General Dynamics Corporation Herndon, VA 08/2007 – 08/2016

Principal System IT Analyst Desktop Support

Served as first point of contact for system support, system anomalies and all issues relating to IT and IS services worldwide. Interfaced with multiple levels of users, management, and technical staff. Provided a moderate to high level of customer service support for office automation applications, PC’s, and printers. Responsible for documenting and reporting problems in a call logging system. Identified tools that help the client share information, manage processes, and convert raw data into information to manage processes and make informed decisions. Installed, troubleshoot, and perform major repair on desktop computing equipment. Employs expert knowledge of Windows OS, McAfee, VMware VSphere 6.0 desktop setting. Installed desktops, portable microcomputers, peripherals, and software products for networked, classified, unclassified, and standalone environments.

Computer Science Corporation, Arlington VA 08/1996 – 07/2007

System Analyst Information Technology Officer

Provided Desktop IT Customer Support to over 20,000 users worldwide; diagnosed and resolved computer problems in a call center environment, in-house and remotely. Monitored and responded to hardware and software problems utilizing a variety of hardware and software testing tools and techniques. Supported a wide range of clients worldwide with providing software delivery, desktop account administration, email support configuration, and office automation applications.

CERTIFICATIONS

●MCP: Microsoft Certified Professional

●MCSA Certification: Windows Server 2012,

●CompTIA Security CE+ Certification

●CompTIA Advanced Security Practitioner (CASP)

EDUCATION

Howard D. Woodson High School Graduated

Strayer University Completed course study in Computer Information Systems continuing study.

University of the District of Columbia Completed course study in Criminology

REFERENCES

Provided upon request

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