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Help Desk Technical Support

Location:
Elkridge, MD
Posted:
December 21, 2016

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Resume:

PROFESSIONAL HIGHLIGHTS

Over ** years of technical knowledge and experience installing and maintaining software solutions within the government and private sectors which includes.

Windows XP, Vista, Windows 7, Windows Server 2008, Outlook 2010

Active Directory DNS

REMEDY Ticketing System

UNIX and LINUX Operating Systems

SharePoint, Citrix and Java experience

Oracle, My SQL/ Software/ Databases

Microsoft Office Suite

Macromedia Dream Weaver MX

Principal experience includes a wide range of skills: help desk operations, call center, customer service, software/hardware installation and analyses, software maintenance and monitoring, troubleshooting, problem resolution, data analysis, data maintenance, group facilitation, testing and project management. Possesses a strong written, analytical, verbal, organizational, research, and customer relations skills while working in a multi-tasked fast paced environment.

SECURITY CLEARANCE

Active DOD Secret

PROFESSIONAL EXPERIENCE

Technical Support Lead September 2012 to November 2016

Department of Justice

SRA International, INC – Arlington, VA

Worked collaboratively with a team of 5 technical support analysts which provided level 1and 2 support to over 3000 users.

Prioritized and tracked tasks, identify, and mitigate impediments to task completion, and provide clear communication about task status to customer and SRA management.

Provided customers with technical support for Windows, Cisco VPN Client, passwords and AD account issues

Solved desktop incidents/problems related to information systems hardware, operating systems, and configuration. All desktop issues were entered into the Remedy ticket tracking system.

Tracked network vulnerability utilizing Microsoft Baseline Security ( MBSA) networking security and vulnerability application to determine network malfunctions.

Configure custom Windows 7 images for Lenovo desktops, laptops.

Backed up staff to cover the 12-hour support window and handling the escalation of IT issues from the customer. Answer end user questions about Bulletproof Vest Partnership & Border Prosecution Systems and provide general program information.

Develop plans and procedures for integrating data system and equipment operation requirements into Standard Operating Procedures (SOPs).

Manage and support payment batch process and outreach. Identify and perform tasks necessary to accomplish, on time, the high-level requirements conveyed through written and verbal communication by the customer (BVP OM and BVP User Leads) and by SRA BVP Lead and PM.

Provided weekly and monthly statistics for status reporting. Research agency status with web –based help desk software to support government points of contact in the development of reports and agency audits.

Helpdesk Support Lead February 2007 to September 2012

Homeland Security ICE – OCIO/SDD

SRA International, INC – Washington DC

Lead a Call Center of 7 support analysts that services over 12,000 users from various Law Enforcement Agencies to include both international and domestic customers. On a weekly basis, the IFS Help Desk receives and resolves approximately 600 calls. This call center was a 24/7 operation.

Provided support for several on-site (Government facilities) in the following areas: project management, analysis, user assistance, problem resolution, and technical analysis for application development and project quality assurance for the Telecommunications Linking System Program within the Department of Homeland Security, U.S. Immigration and Customs Enforcement (ICE), Office of Investigations (OI).

Created a monthly training class for my technicians and members of the helpdesk to streamline the service process.

Recorded and traced calls using Support MAGIC.

Provided support for Windows OS (98,2000, XP,7)

Configured and deployed equipment such as workstations, notebooks, thin clients, laser, inkjet, and label printers

Provide remote support for over 150 remote offices utilizing (Bomgar Software)

Provided network support which included diagnosing network connectivity, making ports active on a switch/hub and running cables.

Conducts routine meetings with key business partners to review discuss overall technology performance for the specific functional areas under responsibility. Refers problems requiring highly specialized expertise to the senior technical analyst; recommends fundamental changes to configurations.

Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements for new or modified systems and services base upon an analysis of business needs and practices. Added and deleted new users during the initial registration process.

Applies information security/information assurance policies, principles, and practices in the delivery of customer services; assists in planning and coordinating database. Knowledge of network and infrastructure administration by working closely with database administrators and software detecting tools.

Business Analyst/Desktop Support June 2005 to Feb 2007

Perot Systems, Annandale, VA

• Provide helpdesk support and resolve problems to the end user’s satisfaction

• Monitor and respond quickly and effectively to requests received through the IT helpdesk • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

• Modify configurations, utilities, software default settings, etc. for the local workstation

• Utilize and maintain the helpdesk tracking software (Magic)

• Document internal procedures

• Assist with onboarding of new users

• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment

• Install, test and configure new workstations, peripheral equipment and software

• Maintain inventory of all equipment, software and software licenses

• Report issues to the Service Desk for escalation

• Manage PC setup and deployment for new employees using standard hardware, images and software

Technical System Analyst November 2003- June 2005

Northrop Grumman IT, Fairfax, Virginia

While employed as Deployment Lead at Northrop Grumman Mission Systems in support of fielding the Defense Travel System (DTS) throughout the Department of Defense (DoD):

Responsible for ensuring the Common Access Card (CAC) (Smart Card today) information data was uploaded properly to the individual traveler’s profile record. If CAC information was missing, contact the person organization, so that the person can obtain a new CAC and upload the information into the Bulk loading tool for access and validation to the DTS application

Responsible for ensuring the CAC information was only used for its specific purpose while protecting the data under the PII security regulation/guidance.

While on the ground during the training timeframe acted as a Help Desk advisor when CAC problems/issues prohibited the traveler from accessing DTS.

Provided technical assistance to Defense Department organizations. Assisted with fielding of Defense Travel System at 11 Department of Defense installations/organizations and served as the lead fielder. Served as a site coordinator and oversees the application setup of the Defense Travel System (DTS) at military and government installation sites.

Assisted sites on the administrative setup of DTS including files, data imports and inputs, transaction routing lists, permissions and approving officials. Coordinated with Defense Finance and Accounting Service (DFAS), Program Management Office (PMO) and customer representatives concerning site preparation and on-site fielding needs to minimize adverse affects of daily operations. Conducted training on the total functionality of DTS to approximately 1500 end users.

Maintained updates to DTS database when changes occur due to personnel actions within the main organization. Responsible and accountable for the site's data requirements, including the user profiles, organization hierarchy, routing groups, per diem rates and lines of accounting.

Automation Installation Technician September 1998 – June 1999

Whiting Turning Contracting Company, Baltimore, MD

Installed 55 Script Pro 200 (SP200) state of the art robotic prescription dispensing system. Calibrated and repaired PC based (Windows NT) SP200 robotic equipment.

Leveled robotic cabinet (consisting of 200 medication dispensing cells) with electronic leveler to avoid drug cross contamination.

Installed, tested and troubleshooted computer bulkhead cables, software, CPU, hard drives, printers, monitors, scanners and modems. Configured and installed network cards. Installed RJ45 10 Base T network cabling to establish communication.

Utilized router to interface Ethernet to mainframe. Retrieved and assigned 32-bit TCP/IP address.

Interfaced between pharmacy computer system and SP200 system. Diagnosed and recommended solutions to system problems. Utilized token ring topology to interface client server network.

Technical Support Analyst October 1992 – September 1998

Sylvan Prometric Baltimore, MD

Assume ownership of problems from any administrator, and follow path of escalated contacts to insure the problems are resolved in timely and effective ways to the satisfaction of the administrator.

Evaluate and perform root-cause analysis on escalated issues

Create documentation to assist other department with further analysis of technical issues and

Manage special projects as assigned to improve Help Desk efficiencies and to reduce inbound calls to the Help Desk.

Perform tasks required to successfully meet Service Level Agreements for SOFTWARE distribution, Exam Result and Statuses.

Identify training needs and develop/deliver technical training for Level 1.

Evaluate new Prometric SOFTWARE to identify potential defects and confirm functionality as designed.

Assist other Prometric technical departments in the preparation for and remediation of new software and hardware releases by participating in beta testing as part of the formal release process, as defined by Prometric leadership.

Create Knowledge Base Documents to assist Level 1 in resolving repetitive issues.

EDUCATION AND TRAINING

University of Phoenix B.S. Information Technology May 2000

Associate Technical Degree Radio Electronic Television School (RETS), Microcomputer, Robotic and Automated System Technologies, June 1994

ITIL Foundations Certification

A+ Certification

Automated System Technologies, June 1994

Cyber security and Privacy Awareness Training Certificate

Interpersonal Communication Communicating with Confidence Certificate

Business Writing: Editing and Proofreading Certificate

Business Writing: How to Write Clearly and Concisely Certificate

Business Writing: Know Your Readers and Your Purpose Certificate

Effective User Interface Design (SRA University) Certificate

Windows 2000 Professional and Server Administration

Certified Network Administrator (CAN)

Netware 4.11 Systems Administrator

Primary Leadership Development Certificate US Army, October 1990;

Army Reservist, Communications Chief, Fort Meade, MD, 1986 - 1994;

Combat Signal Team Chief, Fort Sill, Oklahoma, 1985 - 1986;

Telecommunication Specialist, Heilbron, Germany, 1984 - 1985;

Signal School, Fort Gordon, Georgia 1984



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