Summary

Help Desk Professional with ** years of Tier 1, and Tier 2 troubleshooting and resolution experience using various ticketing systems to entering documentation of the resolution in the system.

7 years of Active Directory resetting passwords

Processed computer back-ups and computer imaging

2 years of experience with business communication platforms ( MS Teams, Skype for Business)

Over 7 years of experience using Remote Access to troubleshoot connectivity issues, installing new applications, and troubleshooting/resolving application errors and issues

Extensive experience with setting up workstations, computers, mapping printers, telephony (Cisco, VoIP), and ensuring network connectivity.

7 years of troubleshooting and resolving remote and local network connectivity issues, VPN, and broadband.

Provided Mobile Device Management (MDM) assistance with iOS, Blackberry, and Android devices.

Over 3 years of processing operating system upgrades from Windows 7/8 to Windows 10

Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Extensive customer service experience

Technical Skills

Microsoft Word, Excel, PowerPoint, Outlook

Windows Active Directory

Windows OS 7/8/10

PC Repair

Remote Access

Microsoft Teams

Mapping local/network printers

Avaya, VoIP, & Cisco Phone Systems

MAC experience ( iPads, Macbook Pro)

SharePoint Experience

Computer Imaging Experience

Set up New Workstations

Skype for Business/ GoToMeeting

Ticketing System Experience

Extensive Customer Service Experience

Experience

Ft Rucker Dept of Defense, AL Nov 2017 – Oct 2020

Logistics Associate ITSS USAACE (Contractor)

Imaging student tablets, answering phones, troubleshooting technical issues for customers as well as creating tickets.

Updating tablet firmware, troubleshooting tablets and other duties as required.

Hogan and Lovells, Washington, DC Nov 2007 – Oct 2015

User Support Analyst

Answering telephones in the US as well as our 42 European Field Offices to troubleshoot hardware/software issues for our customers.

Troubleshoot MS Office Professional Software Support Issues.

Help Troubleshoot Telephone Issues, reset voicemail password, email instructions, and network connectivity issues.

Troubleshoot Citrix Remote Connection Issues with Desktop, Laptops, iPad’s, as well as software. Example: iManage, Live-note, West-mate, Interaction, Elite, Intranet, Internet, Real-player, Microsoft Media, Flash player, IE7&8, 9, Bill Back, Xerox Scanners, Adobe Reader, Adobe Acrobat Pro, Nuance Pro 7, Reach-back DM5, Blackberries, MS Open Office, MS Communicator 2007, Active Directory password resets, Databases, Filings, SFTA, FTP websites, PGP, RSA, IrfanView, Altiris, Word Perfect &Visio.

Education

Associate Degree Business / George Wallace Community College

Volunteer Activities

Volunteered with various organizations including House of Ruth, American Red Cross, Psychiatric Institute of Washington.