Help Desk Data

**** ******** ****** **, ********** DC ***** 202-***-****/202-***-****

Noel L. Cox

Objective

My 2018 career objective is to embrace company goals and learn new skills utilizing the software and hardware skills I have acquired to help improve my efficiency in closing quicker help desk tickets, elevating only unresolvable calls to tier II level status, and be the best and most efficient call center help desk person on duty.

Experience

Jan 2018–Mar 2018

Westat 1600 Research Blvd

Rockville MD 20853

Field Help Desk Staff

Trouble Shoot and solve problems that relate to the technical support of hardware and data transmissions, issues revolving newly applied patches that might have inadvertently affected other applications.

Answer procedural questions and document problems (craft macros) in our customized system as well as sharing documented solutions with fellow staff and resolve those using our ticketing system ZENDESK tool.

Report on operational and technical issues through the MAGIC ticketing system.

Respond to phone and email requests and conduct interviews with survey respondents.

Restore access to field staff who are locked out of their log-in accounts using the National Assessment of Educational Progress (MyNAEP)website.

Assist field staff with their payroll related issues or grant access to their timesheets, per diem and travel expense calculation issues, printing reports, signing and closing timesheets, etc through DELTEK electronic payroll system.

Assist school staff and field staff with Printer related issues, such as cartridge reorders, paper refills, patches.

Respond to phone and email requests for tablet, keyboard, MiFi, mouse, and all other equipment related issues with technical assistance or handling replacement orders..

Replacement orders for additional school related materials, replacement, bilingual requested manuscripts, special accommodations directions, or assistance accessing current materials.

Assisting field or school staff with walk through guidance in initial set-up of school assessments for students, including but not limited to connecting to mi-fi or internet, log-in to windows, log-in to account, accessing school system software, accessing both student and admin tablets or laptops, synchronizing both student and admin laptops, and enrolling, requesting special accommodations, or removing students from program.

Obtaining all pertinent information before escalating help desk tickets to tier II such as employee id number, school id number, contact phone information, mail address, email address, project associated with issue, how issue was resolved, how documentation/walkthroughs/articles/or macro was utilized in resolving issue at lowest level.

Directing clients on how to return equipment to our warehouse for swaps or replacements.

Microsoft Office Professional Plus 2010, Google Chrome version 64.0.3282, Mozilla Firefox Quantum release 58.0.2, Adobe Acrobat, Windows DVD Maker,

January 2000-Present

Bureau Of Labor Statistics 2nd Mass Avenue NE

Washington, DC

I.T. Specialist

QUEST systems member. Currently, testing the functionality of the load modules for Quarterly and Non-Quarterly data. Prepares status report for monthly demo. Co-Team leader duties included coordinated staff meetings using AGILE research methodology. Documented system fails or pass requirements through various stress tests. Monitored results through data analysis and provided technical advice. Review and update backlog.

Currently, training as 508 compliance tester for QUEST systems.

As collateral duty assignment, carry out the following duties under the coordination of the DOL Civil Rights Center (CRC). Ensures individuals seeking EEO counseling understands their rights and responsibilities in the EEO process. Advise on 29 C.F.R part 1614 of EEO process, ADR process, interview aggrieved, obtain statements form Responsible Management Officials, issue Notice of Right to File (NRTF), comply with EEO counseling requirements for confidentiality, impartiality, fairness, and reasonableness. Navigate individuals through complex EEO system.

Responsible for research, analysis, and running of production for Secondary non-disclosure in SAS environment for QCEW. Reviewing and measuring sensitive employment data for release to the public. My recommendations are submitted to program office for approval of what state data to lock or release through complex methods that involve Alternative Pathways by reviewing SQL and UNIX scripts. Maintaining the highest security in handling and usage of confidential data. Served as both technical lead and now current backup. Keeping management officials abreast of barriers that would impede agency mission.

Responsible for processing of state data through the DMA system formally a part of the MIC MAC systems, as well as transfers, uploads, and downloads, of state data through FTP clients. Also notifies states and programming office when the state data is available for review. Provided technical support during evening hour late shift. Creation of CD’s of any requested data on encrypted media. Assist coworkers where needed.

Created, wrote, tested, modified, & documented UNIX stored procedures, that utilize the latest BLS Agency policy approved technology, means, and methods.

Created, tested, & deployed executables, as well as troubleshooting & recommends solutions with staff and co-workers for Cenco2 database project.

Recommended, created & wrote Cenco2 systems manual & documentation in accordance with policy and procedures.

Aug 1998 – Jan 1999

Bureau Of Labor Statistics 2nd Mass Avenue NE

Washington, DC

6354 Walker Ln st 500

Washington, DC

Alexandria, VA 22310

Bureau Of Labor Statistics 2nd Mass Avenue NE

Washington, DC

Calibre Systems

3rd Shift (Reimage Team) responsible for the burning of new image on computers, created back-ups, maintained logs of images, secured all drives. Provided training to newer team members. Documented procedures.

2nd Shift (Survey Team) handled visitation to various customer sites, handled help desk request, documented customer concerns, reported any software anomalies, closed help desk tickets, provided follow-up calls to assist all clients and gather further input for client survey.

1st Shift (Migration Team) responsible for installation of new win/95 systems, transported equipment to and from the users of various sites in New Jersey region, provided direct online support to users, verified all software installed, tested all installed software, provided back-ups, trained users on newly installed software. Designated driver to Jersey.

June 1997 Graduate

Strayer University

Washington,DC.

Master of Science, Computer Information Systems

August 1988 Graduate

Bowie State University

Baccalaureate of Science, Print Journalism

References

References are available on request.

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