NOC technician

Amy Hutts

**** *** **. # *** 301-***-****

Hyattsville, MD 20783 ********@*****.***

Career Objective:

Provide exemplary customer service while expanding knowledge of IT best practices, IT Client Management, and IT Security

Technical Skills:

Senior Help Desk Professional proficient in Tier II and Tier III support; PC, Mac, Smartphone (iPhone and Android) setup and support; Windows 7, Windows 10, Windows Server 2008, 2012R2, Microsoft office 2007, 2010, and Office 365; Cloud Google Mail and Google Collaboration Suite; Microsoft office 2010 and 2013, and 2016; Symantec and McAfee Antivirus, Arcserve Backup, and Google Vault; Microsoft Remote Desktop and Bomgar; Mitel phone system, Verizon analog and ISDN services, cicso VoIP, Xerox & Ricoh Multifunction Device (MFD) maintenance and troubleshooting, MaaS360, IPTV, Creston AV conference Network Design with Security; Ticketing systems: Help star 9, Remedy, Service now and Desk Pro.

Networking: Active Directory, DNS, WINS, DHCP, TCP/IP, IIS, ISA, and Exchange Server 2013

Education:

American Career Institute PC and Network Design with Security November 2009 to May 2010

Accutech Career Institute Computer Networking Specialist. March 2005 to November 2005

Certifications:

A+ and Bomgar

Active Public Trust clearance MBI (GSA 8/2016)

Public Trust (PBGC 2014)

FIFRA (2009)

CBA clearance (2009)

Professional Experience:

Cogent Communications

Washington DC

November 21,2019 to Present

Customer support Engineer ( network)

Knowledge in the area of networking (OSI Model), IP protocols (BGP, OSPF,

MPLS), IP addressing, and DNS. Using CLI on Cisco ASR9K and Catalyst 3500’s

Resolving service related issues to Layer 1, 2, and 3 services while working

independently, as well as in a team environment.

Use of tools such as salesforce and in-house ticket systems. Managing a queue of

customer created tickets, ensuring that customers are satisfied and issues

resolved. Working with other Cogent teams, as well as vendors in order to ensure

resolution. Became lead engineer and mentored new hires in the process of onboarding.

● Answer incoming phone calls from customers on their Layer 1, 2, and 3 services

● Assist with Cogent customers via phone and e-mail to identify and resolve their service related issues

● Manage out of service Q notify customer of outage send out notifications and work with vendors and customers to restore service

progress is being made towards resolving their issue

● Manage customer expectations and escalation and de-escalate the situation as necessary

● Research client's issues in a timely manner and follow up with the customer with recommendations and action

plans

● Mentor new engineers by answering technical questions, escalating cases, and teaching detailed process

development

● Write technical documents related to current procedures

● Utilize network performance monitoring tools to isolate and root cause issues

● Coordinate effectively with all members of the Customer Support team, other teams, as well as vendors in order

to ensure swift resolution of customer issues

● Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a

timely manner

● Correspond with field engineers, other providers, and vendors to achieve maximum network uptime and swift

resolution of all issues

● Perform other duties or special projects as assigned

Sr. help desk Representative

Contract position through Computer Aid Inc.

Legal and General America Frederick, MD April 2019 to 11/20190

●Support over 4,000 users

●Full phone support on a windows 7/10 environment

●Remote to users via land desk and team viewer

●Ticket management ( ticketing system HEAT)

●trained new employees on the help desk

●wrote SOPs (service operation procedure)

●Microsoft office 2016 office 365

●Create new users in active directory and disabled accounts in active directory

●software installs

● provide support and resolution to all software and hardware issues concerning laptop/desktop computers, mobile devices/phones, and peripherals/printers

● Timely and correct troubleshooting and escalation of problem spots, and offering end-user assistance and training where necessary.

Tier2 Desktop Support

Contract Position with Infinity Consulting Solutions

John Snow Incorporated Arlington VA October 2018 - February 2019

●Support over 3,000 users in a Windows 7/ 10 Environment

●Phone support once a week and remote to users PC using WebEx

●Image Laptops using USB

●Manage laptop loaner schedule

●Ticketing system OTRS

●Ticket management

●Microsoft office 2016

●Password reset

●Printer Management ( build Web Jetadmin to do firmware updates)

●Completed an average of 6 tickets a day

●Provide technical support to web conferencing system users Polygon system

●Analyze complex computer systems, identify problems, and develop and implement logical conclusions and effective solutions

●Provide remote troubleshooting solutions for computer or operating system issues

Software support team

Contract position with Consortium

AARP Washington DC

September 2017 – October 2018

●Windows 10/7 environment

●Support over 4,000 users

●Receive software request through Service now ticketing system from help desk

●Check software support list to see if the software the user is requesting is on approved list

●IF software is not on the approved list I send the ticket to software architecture review for approval.

●Once software is approved if a license is needed I reach out to Asset management to purchase the license for the requested software.

●Assist users with purchasing software

●Install software

●Remote to PCs using Bomgar.

Senior Help Desk support Technician

Contract position with Telessis

The National Gallery of the Arts Washington, DC February 2017 – September 2018

●Support over 3,000 users in a Windows 7/ 10 Environment

●New user account creations in Active Directory and new user email account set up

●Give user access to Share drives

●Phone support and remote to users PC using LANDesk

●Basic MAC support

●Image Laptops using USB

●Manage laptop loaner schedule

●Ticketing system Service Now

●Create distribution Groups in Exchange

●Add users to groups

●Created SOPs and knowledge base articles

●Ticket management

●Software installs

●Enable and Disable accounts in Active Directory and account suspensions

●Microsoft office 2013

●Password reset

●Office 365 Global admin access

SR. Tier II Desktop Support Technician

Contract position with Defense Engineering Inc. Washington DC

U.S. General Services Administration (GSA) Presidential Transition Team (PTT) July 2016 to February 2017

●Technical lead in providing IT support and customer service for the Pre-Elect and post elect staffers in a fast paced and demanding environment in accordance with the Presidential Transition Acts of 1963 and 2010.

●Exceptionally serving over 800 essential users including the Vice President-Elect, former Governor of Michigan, former CEOs, former Mayor of New Orleans, former National Security Advisor, former Director of White House Operations for the Obama administration, and a former United States Secretary of the Interior, and the entire presidential administration in multiple locations both in person, email, and via telephone.

●Configuring, issuing, and supporting Government Furnished Equipment (GFE) to PTT users 7 days a week.

●Researched and resolved issues/inquiries daily

●Documented all inquiry activities in the appropriate reporting systems

●Provided training to PTT staff users for all new WebEx accounts created ensuring the user was able to schedule and host large meetings with high profile users

●Configure cell phone and laptop to approved onboarding users by installing the approved image and configuring the devices for the individual user setting up all applications for immediate use upon the user's arrival

●Deactivate “off boarded” users by updating the inventory application system(Asset Panda) ensuring all GFE was accounted for and returned to GSA

●provides technical assistance and customer service both in-person and remote for incidents and service requests

●Maintain and monitored the team’s ticket aging report daily to ensure all incidents and service requests were tracked and updated with the correct information and a resolution was provided to the user

●Ticket Management- make sure tickets are noted correctly and closed

●Windows 7 Environment

●Created SOPs and knowledge base articles

●Ticket management

IT Support

Contract position with Right Hire

AstraZeneca Gaithersburg, MD February 2016 to July 2016

●Support of 3,000+ users

●Windows 7 environment

●Assist users with application errors, Virus errors

●Support mobile devices, IPhone and Android phones

●Support Surface pro’s and IPad’s

●Vendor Management (dell tech)

●Install software such as office 365 and upgrade to Microsoft office 2013

●Support and trouble shoot Office 2010 and office 2013

●Service now ticketing system

Tier 2 Desktop Support

Rapid Advance Bethesda, MD November 2015 to February 2016

●Support of 150 users

●Resolve End-user problems in a Windows 7 Environment

●Assist users with application errors, virus errors and other issues

●Special software installs and configurations

●Telephone configurations using the Mitel phone system, VOIP

●Vendor management 3rd party network team

●Ticketing System Zendesk

●Some Executive Support

● Microsoft office 2014

●New user set up in AD, disable employee accounts

●Email account creation, Set up distribution list, add user to groups, and disable email accounts

●Basic network trouble shooting

●Make ports live on data server and phone servers so users can access the internet and have use of phone

●Black list and white list domains

●Release non-threating emails to users using Securance.

●Windows 10 install and day to day usage on surface pro

Tier 2 Phone Support

Contract position with Volt Technology Temporary service

MindShift Technology Leesburg VA September 2015 to October 2015

●Windows 7 Professional environment

●Disable account in AD Create new AD accounts

●Create email accounts

●Black list and white list domains

●Contact client by phone

●Remote to clients PC to fix any issues using Bomgar

● Support over 2,000 users

Help Desk

Contract Position with Insight Global

L3 Communication Rockville, MD June 2015 to August 2015

●Support of 3,000+ users

●Office 365 and Outlook 2014

●Windows 7 Professional

●Full phone support Through Remote Assistance using Bomgar Or SCCM

●Remote to Users PC

●Install Software

●Install Printers

●Assist users with compatibility problems with software

●Trouble Shoot all software and Hardware issue

●Trouble shoot Office 365

●Remedy Force Ticketing System

Service Desk

Contract position with Insight Global

Pension Benefit Guarantee Corporation (PBGC) Washington, DC November 2014 to May 2015

●Support of 1,000+ users

●Troubleshoot Problems and advises on the appropriate action

●Assist with PIN resets for PIV cards and software installations

●Train team members and other agency employees on use of PIV/CAC system

●Respond to requests for technical assistance in person, via phone, and email

●Diagnose and resolve technical hardware and software issues

●Research questions using available information resources

●Password rest

●New Hire ID creation

●Smart Phone set up and support

●Assign Tokens to users for Remote access from home

●Disable accounts in Active Directory

●Windows 7 environment

●Microsoft office 2010 and 2013

●Assist users with remote access

●Executive support (VIP users)

Desktop Support

Contract position with Maintech

Lockheed Martin, Gaithersburg, MD February 2012 to October 2014

●Support of 300+ users

●New user setup.

●Resolve End – user problems in a Windows 7 Environment.

●Software install and configuration.

●Trouble shoots Outlook 2007, 2010

●Ticketing System Remedy.

●Assist users with application errors

●Special software installs, set up, and configuration.

●Conference room set up audio and video.

●Basic network trouble shooting

●Microsoft office 2007,2010

●Prepare laptops to enter top secret area.

●Windows Remote Desktop.

Tier 2 Desktop Support

Contract position with Insight Global

Institute of International Education, Washington D.C. August 2011 to January 2012

●Support of 183 users

●VIP Support

●Resolve End-user problems in a Windows 7 Environment.

●Worked with Arcserve Backup system conducted daily data backups using differential and full backups.

●Symantec Antivirus

●Windows Server 2008 and Mitel phone system

●Assist users with application errors, virus errors and other issues

●Special software installs and configurations

●Telephone configurations using the Mitel phone system

●Conference room setup

●Vendor management ( AT&T Air cards)

●Ticketing System Help Star 9

●Proficient in Microsoft Remote Desktop

●Outlook 2010

Contact this candidate