Manager Service

Christine Ann Griffin

Cell: 703-***-****

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

EXPERIENCE:

Service Desk Analyst, US Patent Office., Alexandria, VA November 2014 – Present

Answer incoming calls regarding software or hardware errors

Answer incoming calls from the public regarding patent application questions

Transfer incoming calls regarding patent or trademark questions

Troubleshoot printer software and hardware issues

Install software using Altiris

Create trouble tickets using Remedy

Create service requests for password resets, hardware, etc

Utilize knowledgebase articles to assist with closing tickets

Customer Service Representative, kmG Hauling., Sterling, VA August 2014 – November 2014

Answer call and direct them to the appropriate parties

Answer incoming calls regarding setup dates for pickup of recyclables

Answer phone and provide information on routes scheduled for customers

Answer the phone and gather information for possible new business

Take messages for those that are out of the office

Relay messages via email

Work with dispatch to ensure trucks ETA on various routes

Address issues with missed route pickups

Manually create tickets for next day routes missed

Manually create tickets for extra pick ups

Manually create tickets and make copies for repairs to existing equipment

Manually create tickets for supervisors to price bulk pickups

Manually create tickets for installing new containers or toters

Make copies of tickets for COD’s and/or PO ‘s

Take minutes for manager meetings

Helpdesk Analyst (Strayer College), NVT Staffing., Herndon, VA June 2014 – July 2014

Password resets on iCampus

Provide software support information by providing vendors support information

Responsible for creating, tracking and resolving trouble tickets using Peoplesoft CRM 9.1

Assisting students with issues that concern Blackboard or other various software

Refer students to vendor support sites when necessary

Tickets are assigned to another technical specialist when unable to become a first call resolve (FCR)

Remote Connection Expert, CDI Corp., Washington, DC Oct 2013 – Feb 2014

Password resets on AD Accounts

Password resets on several internal applications

Responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.

Responsible for providing telephone support to end-user community on hardware, software, and network related problems, questions, and use.

Responsible for training end-users on how to use their computers and/or various software

Providing first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem.

Diagnosing problems and/or problem requiring physical interaction with end user; dispatching technical support specialists from appropriate team.

Opening, tracking, and closing trouble tickets; ensures problem ownership and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.

Assist end-users and IT specialists by phone and email with first-level technical support

Work with Tier II and other groups to resolve technical problems.

Provide Remote Access Support for Citrix and VPN.

Software Installer (Temporary), Insource., Sterling, VA Sept 2013 – Sept 2013

Visit each Capitalone Bank in NOVA to upgrade software

Each branch had new scanners and printers installed

Returned to each branch the next day to make sure it worked properly

Waited for “Live” transactions to confirm their productivity

HelpDesk Analyst (Temporary), At-Tech, US Federation of Teachers, Washington DC July 2013 – July 2013

Answered incoming calls to determine user’s issue

Reset passwords

Provided assistance for user’s that were locked out of Citrix

Provided desk side support for users

Provided outstanding customer service

Microsoft Office Service Desk Analyst (Temp), NIS Solutions, Inc., Sterling, VA Oct 2012 – May 2013

Triage incoming calls to determine user’s issue

Supporting government offices for Microsoft Word issues

Provide accurate and timely support for clients utilizing the Remedy/BMC software

Assisting users with the transition from Word Perfect to MS Office 2010

Training end-users on how to use MS Office 2010

Develop training documents with graphics

Create, update, escalate and resolve tickets

Provide a daily update of “At risk” issues that pertain to the project located on SharePoint

Communication with the users is done via phone and email, with remote access when necessary

Maintain to keep SLA %100 by answering the phones within a 60 second time limit

Provide dictation and translation of meeting minutes for project manager

Create and generate Mitel ACD Reports that are distributed daily to certain personnel

Service Desk Analyst, (Contract), 7 Delta, Inc. Sterling, VA Oct 2010 – Sept 2012

Provided exceptional customer service to each individual

Provided each user with analytical thinking in order to provide troubleshooting during triage

Provided adaptability and flexibility to availability

Supported a government contract for with a call center environment

Provided end users with resolutions to their software and hardware issues

Provided accurate and timely support for clients utilizing BMC software

Created and expedited high priority tickets

Updated escalated tickets that were > 10 days old

Produced FCR tickets at least %25

Provided support for users of the Citrix environment

Each ticket is owned from conception to completion

Calls are redirected to Tier 2 or 3 when they are not resolved on Tier 1

Unresolved calls are escalated immediately

Customer service focused

Call Center (Inbound and Outbound)

Average daily calls (50 to 100) per day

Resolve issues and requests with Active Directory accounts such as password resets, profile information corrections and updates

Diagnose and resolve remote access issues with VA Rescue, and the VA ONE Client (VPN Clients) as well as map network drives, printers and connecting users to the appropriate Exchange server

Assisted users with troubleshooting and installing their PKI certs in Exchange and Outlook

Create and edit technical documents to be used by the Service Desk and local IT Support (Tier II) in an effort to increase Knowledge Base and standardize support across locations

Crafted How-To guides for end users to reduce dependency for non-admin issues

Increased the availability of support for high priority break/fix and work stoppage issues

Draft and format reports on the hourly/daily/weekly/monthly calls, emails, and tickets created by the Tier 1 Service Desk such as average call wait times, average first call resolutions, and average emails responded to per day

Technical Support, Concept Solutions LLC, Reston, VA Aug 2010 – Dec 2010

Responded to email support requests within minutes of arrival as well as to client inquiries concerning proper procedures for acquiring a user account for certain software applications

Setup and maintain user accounts

Reset passwords for users that are locked out

Provided support to military airmen and pilots that use the applications for NOTAM Retrievals, Weather Documentation and Flight Schedules

Helpdesk Specialist 2, (US Forestry Dept, Contract) BAE Systems Inc., Sterling, VA Mar 2005 –July 2010

Provided technical helpdesk support for the U.S. Forest Service Incident Systems Helpdesk in providing users of the Wild land Dispatch Community with assistance on the ROSS, I-Suite, ABS, ICBS, DMS, VIPR, and EAuth applications. Trouble tickets were created using HEAT

Resolved end-user phone and e-mail support requests with a high degree of customer satisfaction.

Responded to client inquiries concerning application installation, updating, and troubleshooting issues

Recorded and tracked incidents and requests for help through tracking system software, HEAT

Supported eAuthentication process, password, account conversion calls from vendors using VIPR

Made an initial assessment of requests, and provides solution if resolved. Used advanced trouble shooting and problem solving skill to work with customers on more issues that are complex

Escalated Tier 3 tickets to Subject Matter Experts (SME) when it cannot be resolved by initial analysis, and kept customers informed on request status and progress

EDUCATION

Bachelor of Information Technology - Concentration: Networks Completed: 2012

American InterContinental University Schaumburg, IL

Associate of Arts in Business Administration-Concentration: Information Systems Completed: 2008

American InterContinental University Schaumburg, IL

Studies focused in application development, IT project management, database introduction, technical planning, and business case analyses. Group work was performed on certain prototypes for numerous desktop applications

TECHNICAL SKILLS:

Software: MS Office Suite 2010 and 2007, VMware, Windows NT, Windows 2000, Windows XP, Windows 7, Active Client, PKI, Adobe Acrobat, Salesforce, Blackboard, VERITAS, IDS Ticket System, Citrix, MS Exchange, Active Directory, Remote Desktop Services on XP and Terminal Services on W2K, Remedy, HEAT, BMC Software, CA Service Desk Manager,VPN, Mitel ACD, Blackboard and PeopleSoft CRM 9.1

Hardware: Lenovo, Dell, HP Printers, Dell Printers

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