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Support Customer Service

Location:
Lorton, Virginia, 22079, United States
Posted:
January 05, 2017

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MARY M. SUMMERS

**** **** **** ****

LORTON, VA *2079

acx4qa@r.postjobfree.com

(703) ***-****

OBJECTIVE

Seeking opportunities to advance my computer networking/ System Administrator knowledge and skills.

EDUCATION

Information Systems, Bachelor of Science September 2011

Strayer University, Woodbridge, Virginia

CLEARANCES

TS/SCI

EXPERIENCE

Staff Help Desk Specialist Dec 2012 – Present

ManTech, Herndon, Virginia

Provide general support to the end-user community on hardware, software and network related issues.

Provide resolutions via telephone/email with the users, walk the user through a series of steps to determine problem and classify level, priority and nature of problem as well as eventual problem resolution.

Perform basic SQL queries to acquire the necessary information needed to resolve various requests/issues and execute database scripts.

Interact with end users through office visits as part of the troubleshooting process.

Escalates unresolved issues to senior engineers for resolution.

Open, tracks and closes trouble tickets.

Ensures problem ownership and promotes end-user satisfaction, also tracks activities of field engineers to who tickets are assigned.

Jr. System Admin/Network Support Tech 3 April 2010 – Dec 2012

TASC, Inc., Chantilly, Virginia

Responsible for performing routine system administration functions including but not limited to, new user account creation, logon restrictions, group memberships e-mail account creation, file access rights, document and maintain site specific standard operating procedures.

Provide timely assistance to users to minimize downtime and maintain a productive work environment.

Manage networking printer functions across the networks; document and maintain standard operating procedures and build an understanding of the network systems infrastructure.

Maintain successful daily backups ensuring no loss of data.

Periodically test data restoration to ensure backup solutions is sound, and resources are not faulty. -Retain backups in accordance with site policies (e.g. keep a monthly tape in a secure location where media is not overwritten.).

Ensure that trouble tickets are completed in a timely manner adequate documentation on services rendered (e.g., documenting problem resolution, software adds/deletes, hardware adds/deletes, moves, etc. in the applicable helpdesk support queue.

PC Network Support Tech 3 March 2005 – April 2010

Northrop Grumman/TASC, Chantilly, Virginia

Provide technical on-site and remote support for SPECIAL PROJECTS (classified/unclassified) system services to include desktop pcs and laptops) analyzing and evaluating all aspects of hardware and network software support across locations and customer sites, to include data move/add/changes activity; operational support for local area networks; NT infrastructure file and print, email and internet services; desktop device support; project support; requirements for distributed applications.

Maintain security procedures/practices and coordinate with support managers and/or other contacts for effective deployment of distributed systems to customer base, requiring frequent use and application of technical standards, principles, theories, and compiles with Business Unite Statement of Work (SOW) and other performance agreements. Maintains operations records and historical performance documentation, as required.

PC Network Support Tech 3 June 2003 – March 2005

Northrop Grumman, Chantilly, Virginia

Responsible for providing desk-side customer support to include but not limited to tech Refreshes (e.g., systems and network peripherals, such as desktops, laptops, printers, hubs, NIC’s, CD-ROMs, motherboards, memory, SCSI devices, etc.), troubleshooting user problems, desktop support for the trouble ticket system as well as LAN support queues as assigned.

Ensure that trouble tickets are completed in a timely manner with adequate documentation on services rendered (e.g., documenting problem resolution, software and hardware adds/deletes, moves etc. in the applicable help desk or LAN support queue.

System Integrated NG Internal Systems 2 February 2002 – June 2003

Northrop Grumman IT, Chantilly, Virginia

Assigned with completing basic and complex desktop/laptop and network troubleshooting tasks, to include performing diagnostics and maintenance on INTEL-based systems on a NT network infrastructure including associated hardware and software.

Perform standardization of desktops/laptops to include initial and post installation/load of established software and hardware components as well as lease return system configuration. Local and remote site system delivery and setup.

Provide telephone and walk-up technical support to the Northrop Grumman user community trough assessment and resolution problems. Additionally, appropriately input and monitor assigned tasks via the established Peregrine case tracking database

Operate and move computers up to 80lbs as well as understand the knowledge of relevant corporate product offerings and policies.

Business Coordinator May 1995 - February 2002

TASC, Chantilly, Virginia

Acquire equipment, software and services to support IT needs of TASC clients.

Maintain a strong focus on customer service, attention to detail and timely delivery of services. Responsibilities require direct contact and effective communication with Business & Service Center staff across the regions as well as the TASC user community.

Responsible for new employee training and assist the Finance managers with special projects as needed. Successfully perform quarterly return of leased equipment within the time constrains set forth on the schedule.

Escalate all leasing issues in a timely manner to avoid lease extension rent and buyout charges. Maintain detailed and accurate records of equipment acquisitions and lease returns to ensure minimal surcharges and late fees.

Maintain accurate inventory of computer equipment and supplies for distribution throughout the user community as well as the computer charging information.

Publish monthly updates of standard desktop/laptop configurations to the management teams. Work directly with internal IT staff performing desktop and laptop system configuration, post installation of standardized software and hardware components and system pick-up and delivery. Also perform all aspects of systems lease return configuration and re-certification.

Technical Secretary September 1994 – April 1995

TASC, Reston, Virginia

Prepared and maintained actions items for the business unit, scheduled travel and or offsite conferences.

Filled purchasing requests/justification based on dollar amounts, completed credit orders for various departments and delivered merchandise in a timely manner.

Administrative Assistant October 1991 – September 1994

Martin Marietta, Arlington, Virginia

Assist system administrator with various duties help perform some CM, and maintain databases for tracking software and hardware purchases for the office.

Provide support to the Network Program office trouble desk (performed minor maintenance/technical duties on the Macintosh computers) whose entire system of user assistance was maintained through an interactive configuration management database.

Supported senior software engineer in the areas of COTS evaluation and testing provided related memorandums and teaching scripts for the user community. Provided all administrative support for the office managers.

Secretary November 1989 – October 1991

Central Intelligence Agency, McLean, Virginia

Intelligence Technician April 1984 – November 1989

Defense Intelligence Agency, Washington, DC



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