Theresa Zuzworsky

***** ******* **** **** **********, MD 20874 301-***-**** adu1aq@r.postjobfree.com

EXPERIENCE:

International Baccalaureate Bethesda

November 2022 to Present: Helpdesk

Supporting user community both on site and remote. Responsible for tracking and resolving incidents through the IBO ticketing system. Troubleshoot systems, all Microsoft Office Programs, Teams, SCCM, Global Connect. Use Active Directory, ADSI, Microsoft Endpoint, Azure. Provide iPhone support. Support printer issues. Responsible for inventorying equipment and ordering as necessary. Image and set up desktops for users.

Stefanini

August 2022 to November 2022: Helpdesk, International Baccalaureate Bethesda

Supporting user community both on site and remote. Responsible for tracking and resolving incidents through the IBO ticketing system. Troubleshoot systems, all Microsoft Office Programs, Teams, SCCM, Global Connect. Use Active Directory, ADSI, Microsoft Endpoint, Azure. Provide iPhone support. Support printer issues. Responsible for inventorying equipment and ordering as necessary. Image and set up desktops for users.

05/18/2015 to August 2022: Helpdesk Tier II (Deskside Support), Covance/LabCorp

Supporting 300+ member user community both on site and remote. Responsible for tracking and resolving incidents through the Covance ticketing system, IT Central. Troubleshoot Covance systems (i.e., Siebel, RightFax), all Microsoft Office programs and Skype, SCCM, CISCO telephone, VPN and Symantec VIP issues. Use Active Directory to change passwords and assign laptops and desktops to proper group. Provide iPhone support. Support printer and scanner issues. Image laptops and desktops as necessary. Responsible for inventorying equipment on a quarterly basis and ordering equipment as necessary. Set up desktops and phones for users. Image and set up laptops with Symantec VIP and VPN for remote users and FedEx equipment to them. Responsible for maintaining and providing training laptops for call center agent training. Resolve remote laptop issues by using Bomgar to remote into the laptop. Resolve Meraki device issues. Helped facilitate office move in 2021. Did final inventory and removal of equipment upon office closure.

22nd Century

02/27/15 to 04/27/15: Call Center Analyst and Deskside Support, DOE

Supported 400+ member user community. Used the Apropos Call Answering System in support of customer base. Responsible for the creation, tracking and resolution of incidents using Smart (JIRA). Troubleshot DOE Corporate Applications (i.e., Travel Manager, ETA), as well as laptop, Blackberry and cell phone issues for customers via Apropos and email. Coordinated office meetings for users via MS Outlook Calendaring. Assisted new users with SC Accounts, rights and privileges. Supported All Office of Science Custom Applications. Performed monthly updates on laptops. Used SCCM to remote into user’s desktop and fix issues. Used Lync to share desktops with users and attend meetings. Used Active Directory add home drives and change passwords as well as to track tag numbers for SCCM usage. Set up meeting equipment for scheduled meetings. Added users to the Good application and reset Good pin numbers. Set up users in the Blackberry Server. Created users for Entrust and reset users as necessary. Responsible for reimaging and setting up of loaner laptops and blackberries. Supported printer and scanner issues. Supported VMWare for remote access to the system. Supported RSA tokens.

Rolling Bay

10/09 to 02/26/2015: Call Center Analyst and Deskside Support, DOE

Supported 400+ member user community. Used the Apropos Call Answering System in support of customer base. Responsible for the creation, tracking and resolution of incidents using Smart (JIRA). Troubleshot DOE Corporate Applications (i.e., Travel Manager, ETA), as well as laptop, Blackberry and cell phone issues for customers via Apropos and email. Coordinated office meetings for users via MS Outlook Calendaring. Assisted new users with SC Accounts, rights and privileges. Supported All Office of Science Custom Applications. Performed monthly updates on laptops. Performed deskside support for the personnel stationed at the Corporate Center building, including remediation of workstations and security scans. Used SCCM to remote into user’s desktop and fix issues. Used Lync to share desktops with users and attend meetings. Used Active Directory to create users, add home drives, and change passwords as well as to track tag numbers for SCCM usage. Set up meeting equipment for scheduled meetings. Set up users in the Blackberry Server. Created users for Entrust and reset users as necessary. Responsible for reimaging and setting up of loaner laptops and blackberries. Supported printer and scanner issues. Supported VMWare for remote access to the system and Citrix before that. Supported RSA tokens.

Rolling Bay

09/07 to 10/09: Call Center Analyst, DOE

Supported 400+ member user community. Used the Apropos Call Answering System in support of customer base. Responsible for the creation, tracking and resolution of incidents using Applix and iET Ticket Tracking Program. Troubleshot DOE Corporate Applications (i.e., Travel Manager, ETA), as well as laptop, Blackberry and cell phone issues for customers via Apropos and email. Coordinated office meetings for users via MS Outlook Calendaring. Assisted new users with SC Accounts, rights and privileges. Supported All Office of Science Custom Applications. Performed monthly updates on laptops. Used SCCM to remote in to users and fix issues. Supported Citrix access to the system with RSA tokens.

OnPoint

05/03 to 09/07: Call Center Analyst, DOE

Supported 400+ member user community. Used the Apropos Call Answering System in support of customer base. Responsible for the creation, tracking and resolution of incidents using Applix and iET Ticket Tracking Program. Troubleshot DOE Corporate Applications (i.e., Travel Manager, ETA), as well as laptop, Blackberry and cell phone issues for customers via Apropos and email. Coordinated office meetings for users via MS Outlook Calendaring. Assisted new users with SC Accounts, rights and privileges. Supported All Office of Science Custom Applications.

EDUCATION:

Attended Oracle Developers Training at Computer Institute in Rockville, Maryland; April 3, 2000 to April 21, 2000.

Completed degree program at Hood College in Frederick, Maryland, Bachelor of Arts in Computer Science in May 1994.

Montgomery College, Germantown, Maryland campus. Associate Degree in Computer Science, 1989. Member Phi Theta Kappa, 2-year college honor society, while attending school.

Chamberlayne Junior College, 1969 to 1971. Associate Degree in Interior Design.

Attended Montgomery College, Germantown, Maryland campus. Enrolled in Visual Basic class, 1996.

Attended three one day Access classes, one beginning and two intermediate, at the Northern Virginia Community College.

Attended one day Access class at EEI for programming in Access Basic.

SOFTWARE PACKAGES:

IQ, AcuCobol, Wordperfect (DOS and Windows versions), Word for Windows, Excel, Microsoft Draw, Powerpoint, QuattroPro, Windows, Windows 95, Platinum Report Facility (PRF), SQL Server, QMF, AmiPro, Lotus Organizer, Lotus 123 (versions 4 and 5 for Windows), CC:Mail, Access 2.0, Access 7.0, Applix, SMS, Office 2013, Office XP, Adobe Products (Acrobat Reader and Writer, Illustrator, Photoshop), Microsoft Project, Windows XP, Windows 7, Windows 10, Office 2010/2013/2016, SCCM, Remedy, Jira, and iET Ticket Tracking Program, SharePoint, Entrust, McAfee and Symantec, Symantec VIP, VPN, Cisco Telephony, Bomgar.

REFERENCES:

Provided upon request.

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