Manager Support

Ketih a. smith

IT professional

Experienced IT Team Lead with proven success with Enterprise Level Government Agencies and Private Companies in the Washington, DC, area. Extensive background providing technical support in help desk, service desk and datacenter environments. Demonstrated knowledge of ITIL (IT Infrastructure Library) as a framework of guidelines for service support. Adept in the development of standard operating procedures, support processes that increase business efficiencies. I have demonstrated a consistent ability to self-manage and deliver proactive technical support to resolve desktop support issues covering a wide-range of break fix incidents and service requests for desk side support.

Core competencies include:

Systems Launch/Implementation

Computer Competency

Client Relationship Management

Creative Thinking

Decision Making

Evaluation

Flexibility

Superb Communicator – Written & Verbal

Team Leadership

Interpersonal Relations

Problem Resolution

Relevant Experience

XA Systems, Arlington VA June 2011 - Present Team Lead

Manages the day to day activities of the support technicians and provides technical support, training and guidance to staff.

Assumes duties as a desktop support technician when assigned.

Leads staff in the performance of assigned duties.

Works closely with the Customer Support Manager and implements measures to advance the service quality as well as gather key metrics to measure performance of the support technician group.

Processes incoming requests from end users to resolve desktop application and software issues.

Effectively communicates ideas for improvement to management in a proactive manner.

Evaluates documented resolutions and analyzes trends for ways to prevent future problems and improve support technician performance.

Performs post-resolution follow-ups to insure problems have been adequately resolved.

Posts software updates, drivers, knowledge bases, and frequently asked questions resources on company SharePoint to assist in problem resolutions. Performs other duties as assigned by the Customer support Manager.

Verifies the accuracy and completeness of work performed by assigned staff.

Provides technical training and support as required

Liaison between customer support team and engineering team.

Key Achievements:

Served on CAB Advisory board.

Jacobs Technology, Chantilly VA

July 2010 – June 2011

Team Lead/Information Resource Manager

Mange all IT related special projects from beginning to end.

Ensures problem resolution and customer satisfaction for VIP customers.

Responsible for day to day logging, tracking and resolving of customer

reported IT problems, concerns or requests.

Interface with customers, providing phone (remote) and desk side IT support.

Works directly with other teams to coordinate incident status and communicates status to customer(s).

Primary technical point of escalation pertaining to desktop incidents or issues.

Mentors junior technicians on quality and efficiency of work products.

Represent the team and provide technical subject matter expertise for special projects related to the desktop, handheld and peripherals.

Maintain, analyze, troubleshoot, deploy, and repair computer systems, hardware and computer peripherals.

Replace, upgrade, maintain, and document hardware and software systems.

Support and maintain user account information including rights, security and systems groups.

Familiar with a wide variety of the field's concepts, practices, and procedures.

Manage time and prioritize tasks with minimal supervision.

Utilize experience and judgment to plan and accomplish goals.

Performs a variety of complicated tasks.

Utilize a wide degree of creativity and latitude.

Mentor and lead junior technicians.

BearingPoint, Inc., Arlington, VA August 2005-July 2010

Senior Analyst, Information Technology

Provides technical support to over 200 personnel on desktops, laptops, and personal hand held devices, printers, and scanners.

Operates and maintains audio-visual (AV) and teleconference equipment. Ensures equipment is fully checked prior to utilization to ensure conferences and meetings occur on time and without disruptions.

Coordinates with AV support staff at other sites.

Performs all software and hardware component upgrades.

Installs and configures new hardware and software.

Changes/Resets passwords.

Troubleshoots system/network problems.

Performs routine operation and maintenance of peripherals, including processors, disc drives and printers.

Performs systems maintenance, data backup and recovery, test/disk reformatting, and archiving of data.

Maintains system logs and schedules data processing requests.

Communicates with remote terminal users and provides assistance/resolution with concerns.

Approving official for all new equipment replacement requests and all network accounts.

Portal Content Manager. Knowledge Base Manager.

Information Systems Security Officer.

Computer Equipment Manager.

Software License and Versioning Manager.

Computer Security (COMSEC) account manager.

Laptop and Blackberry Manager.

Verticalnet Inc., Rockville, MD July 2002 - August 2005

Customer Support Specialist

Responsible for customer support services. Answered customers’ questions regarding products. Provided telephone support to end-user community on hardware, software and network related problems, questions and use. Conducted problem resolution to customers via telephone, E-mail, and Internet Chat Forum. Opened, tracked, and resolved trouble tickets using Remedy. Ensuring problem ownership and promoted end-user satisfaction. Performed initial set-up, configuration, and trouble shooting of computers and peripherals. Conducted VerticalNet product training to income personnel.

Verizon Yellow Pages, Fairfax, VA November 1989 - July 2002

Customer Service Supervisor

Responsible for customer service activities. Supervised 4 Customer Satisfaction Representatives. Established work flow and delegated work assignments. Assured continuous development of direct reports against key objective. Ensured customers’ advertising published with zero defects. Interfaced daily with Sales Manager, Sales Representatives and the Customer Satisfaction Team. Managed accuracy and timely retirement of advertising contracts. Maintained records retention. Trained new employees on operations and procedures as needed. Provided back-up support to other office functions. Conducted “book closing” activity for Verizon Directory Graphics. Provided reports and status updates to the Customer Satisfaction Manager. Established accurate and timely processing of sales agreements within the sales division.

United States Air Force, Hill AFB, UT August 1983 - July 1989

Sergeant First Class/Station Commander for Administrative Office of Hill AFB

Maintained and updated the Base’s publication library of regulations, policies, and directives. Provided administrative support for base Personnel Office. Managed base’s electronic military files database. Updating and maintained all military base personnel files. Responded to inquiries and conducted record search for lost records.

Education

Prince George’s Community College. Business Administration

U.S. Air Force Technical Training SCHOOL Non-commission Officer Leadership School

SYSTEMS/APPLICATIONS/LANGUAGES:

Microsoft Windows 95 - 10 and Apple macOS operating systems.

Microsoft Office 2016 including Word, Excel, PowerPoint, OneNote & Visio

SharePoint 2013, 2016 & SharePoint Online including site administration, Office 365

Administrative tools

Microsoft Active Directory

Microsoft SCCM

Microsoft Bit Locker

Mobile Devices and Tablets including iOS and Android

Knowledge of MDM including BlackBerry

Service Now including Incident and reporting

Cisco Unified Communications Solutions, Unity Connection Administration, Unified

Jabber

Cisco WebEx

Cisco VPN Technologies

Remedy Help Desk

Checkpoint encryption software,

Printer logic,

MacAfee support

Skype for business

References available upon request.

202-***-**** • **********@*****.***

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