Customer Service Technical Support

JACQUELINE A. RATCLIFF

**** **** ***** #*** ******* Md. 20601 Phone 301-***-****

**********@*****.***

Summary: Experience performing isolation and resolutions demonstrated towards customer service skills and expertise in analysis, troubleshooting, test and support of network and local desktop/laptop infrastructures to technical requirement interpretations and technical guidance. Strong technical support in desktop configuration, helpdesk support, device management, and analysis. Proficiency in providing exceptional customer service that exceeds expectations. Advanced Hardware and Software troubleshooting (consisting of all parts replacement in desktop and laptop)

Accomplishments

Diagnosed hardware and software failures and resolved technical issues with a high success rate. Worked for Eight years in the US Navy as a computer specialist; I am a Military Veteran. Worked over 30 years in the computer field; started off doing keypunching, to mainframe, to the PC desktop environment over 15 years. .

Experience:

HCL / World Bank Tier II Helpdesk/Remote desk Specialist 07/16- Present

Working at the (Washington DC) providing superior customer service and communication to our customer in over 5 countries including the United States.

Working in the ticketing system Remedy v7.6 for tracking logging, researching, update tickets to maintain SLAs, using people soft tool for verification, bitlocker as security on laptop.

Managing and maintaining the application that is running on the Enterprise Windows7 32&64 using remote access, using webex as main tool use for remoting in.

Support IPhone and Androids troubling mobile email, apps downloads

Providing support for customer using tools RSA Soft and Hard Token, Webmail 365, Jabber, Wifi for office and home computer, Skype, Eservices, Mobile Iron, Microsoft office 2013 pro plus, mobile outlook

Provide 24/7 coverage for all Tier I customer related issues

SIRC / Metro Senior Helpdesk Technician 01-16 to 07-16

Serve as the primary support interface between WMATA IT departments and all WMATA end-users, providing the day to day operations of the User Support Call Center.

Receive customer IT service requests via telephone, chat, fax, e-mail, or walk-ins

Troubleshoot and triage service requests over the phone and/or via remote access

Provided technical support for Microsoft Windows7, Microsoft Office Professional 2013, McAfee VirusScan, BOMGAR, Skype, Smartphones, blackberries, networks, HP and Xerox printers

Document calls in the Ticket Management System to ensure proper tracking and resolution

Provide technical support remoting into customers computers using Remote Desktop Connection Resetting passwords and unlock accounts for Active Directory, Maximo, VPN, and PeopleSoft (HCM/ELM/CRM/EPM/FIN)

Assist customers with internal applications such as PIDS/ROCS, Nextiva Review (Camera Viewer)

Assist customers with completing Network Service Request Forms

Provide 24/7 coverage for all Tier I customer related issues

Object win Inc. / Unisys Customer Engineer 4 06/15 to 01/16

Providing remote/desk side support to customers at Fanniemae Corp. (Reston Va.)

Support a high demand work environment. Requiring software, hardware and imaging on Dell, HP and Lenovo laptop and desktops including working IMAC tickets (inventory).

Troubleshoot/ multitask break fix tickets that consist of deployments, moves, printers support using Active Directory to add, delete, setup accounts. Remedy software use to resolve tickets and make sure SLA are met.

Anadarko LLC Inc. Helpdesk Queue Manager 09/10 to 08/14

Managing the Helpdesk ticket queue at USDA (Washington DC). Analyze tickets in queue as well as the tech’s tickets and making sure tickets meet the SLAs.

Ensure quality standards for all tickets are met or exceeded regarding accuracy of ticket data (problem definition /resolution and client data) Receive trouble calls, route calls, update calls using the BMC Remedy 7.0 tracking system to Tier II and Tier III techs, assist with laptop/desktop/mobile device; replacing parts and updating software.

Day to Day management of staff to ensure that we meet or exceed our SLA goals.

Ensure that there is always adequate support coverage.

Provide customer support using tools, remote, face-to-face, Active Directory, TCP/IP utilities was essential when setup customer network.

Monitor open ticket queue to completion, assess problems, and escalate resolution.

Held a Public Trust Clearance

CNSI Corporation Active Directory Administrator 03/08 to 9/10

Provided 2nd level support for exchange/active directory as a Contractor administrator for Census Bureau, setting up user’s accounts, changing password.

Analyze and resolve user email account in the Exchange Server in a timely and accurate fashion.

Manage and administer all email messaging, backup customer data on home directory and customers emails for new locations and restore backup to the accounts. Create user accounts on requests through tickets.

Assist with training others on the team and new members to the team on practices procedures, and technical aspects of the job. Provide weekend support as required.

Monitor tickets using Remedy Helpdesk software package.

Held a Public Trust Clearance

Education: Presently attending UMUC Majoring in Information Systems Management

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