Service Representative Customer

EDUCATION:

•High School Diploma ****

•Prince George’s Community College, Associate of Science in Computer Information Systems 2003

TECHNICAL SKILLS:

•Past Public Trust Security Clearance

•Microsoft Office 2010, 2013, 2016, 2019

•Windows Server 2003, 2008, 2012, and 2016

•Active Directory (Password Reset, Unlock Account, Application Installation)

•Ticketing Systems: Remedy, ServiceDesk, ConnectWise, Service Now, Zendesk, and Sales Force

•Ability to provide technical support via email and phone with good communication skills and professional demeanor.

•Excellent organizational skills, ability to prioritize multiple priorities and strong attention to detail.

•Working knowledge of standard applications (Microsoft Office, Excel, Access, Outlook, Power Point) and troubleshooting knowledge for those applications.

•Extensive knowledge of IP phone connectivity and troubleshooting.

•Mac / iOS technical support & troubleshooting

PROFESSIONAL EXPERIENCE:

Marathon TS on contract at Federal Communications Commission

Tier I-II Service Desk Analyst / Hardware Technician

December 2022-Present

•Assisted end users by trouble shooting technical issues to resolve Tier I and II level tickets.

•Assisted the Help Desk Manager as the Team Lead supporting five members to ensure team success while resolving end user’s incidents/request.

•Assisted Hardware with deployment of laptops by imaging, application installations (standard & nonstandard), running hardware & software updates, connecting to domain,

•Run disk utility, software updates, and standard technical troubleshooting for Mac / iOS devices.

•Utilized remote access onto desktops and laptops to resolve complicated technical issues for end users.

•Provided an accurate record of each email/call in the incident management tracking tool.

Three Sigma Software

Tier II Help Desk Analyst

March 2019-September 2022

•Assisted staff end users by trouble shooting technical issues and resolving Tier I, II, and III level tickets

•Maintained customer rapport to identify staff needs resulting in quality customer satisfaction

•Assisted 75-100 staff end users per day via phone and email resulting in steady workflow for clinics

•Providing Technical Support and troubleshooting Mac / iOS.

•Worked independently and with the team to develop solutions and manage multiple tasks.

•Monitored call queues and work schedules.

•Administered and resolvds issues with associated end-user workstation networking software products.

•Performed all other duties as assigned by the Information Technology Manager.

•Assisted the Help Desk Manager with reporting, analysis, or training and testing tasks when needed.

•Assisted in maintaining inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.

•Followed up with end-users to provide feedback and see problems through to resolutions.

iConstituent

Tier II Help Desk Analyst

May 2018-February 2019

•Assisted congressional end users by trouble shooting technical issues and resolving Tier II and III level tickets.

•Setup and monitored testing of new and improved components, including monitors, laptops, printers and scanners.

•Corresponded with U.S House of Representatives as well as the Senate office worker inquires via phone and email providing top quality customer service.

•Created constituent user accounts as well as reset passwords.

•Resolved complicated technical problems for end users using remote access onto desktops and laptops.

•Provided an accurate record of each call in the incident management tracking tool.

•Planned, prioritized, organized and completed work to meet established objectives.

•Provided technical support of business applications. Escalates to SME, and higher level support personnel.

•Understood and executed standard escalation procedures as needed.

•Effectively translated complex, technical concepts into easy to understand language to assist non-technically oriented customers.

•Completed daily import records for U.S Senators as well as U.S House of Representative employees.

Synectics for Management Decisions Inc.

Tier II Help Desk Analyst

April 2016-April 2018

•Assisted grant end users by trouble shooting technical issues and resolving tier 1-3 level tickets

•Addressed grant users with technical inquiries in a timely and accurate fashion.

•Corresponded with grant as well as federal users via phone, email, and fax by creating case incidents and assisting with technical issues.

•Maintained, diagnosed and replaced a variety of badge / driver’s license scanners.

•Maintained wired network and WiFi connectivity, adjusting and replace Access Points.

•Maintained Access Point Access Boxes checking for power, Fiber and antennas.

•Maintained Speakers, Audio connections, Phone headsets, Cameras, Power Supplies, Scanners, printers for all incoming, outgoing lanes totaling 24 pedestals.

•Maintained and called in repairs for scales on 7 incoming lanes.

•Maintained loop detectors throughout the system and repairs as needed.

•Maintained and diagnosed issues with Scanners and bollards on Security Out gates.

•Maintained and built good customer rapport to identify customer needs resulting in quality customer satisfaction.

Covance

Technical Support Specialist

June 2013-February 2016

•Assisted 100-150 end users per day via phone, fax, and Internet providing white glove customer service.

•Assisted walk-up users by trouble shooting technical issues and system support.

•Tracked, routed and redirected Window users to support problems and correct resources.

•Provided first-level contact and convey resolutions to customer issues.

•Followed-up with end users to provide customer service feedback and see problems through to resolutions.

•Responsible for answering inbound questions and trouble-shooting issues, resolved irate calls.

•Provided excellent customer service via phone, email, fax resulting in steady client growth.

•Negotiated and confirmed rates with suppliers resulting in saved company revenue.

•Scheduled picks-ups and delivery of all clients’ freight resulting in customer satisfaction.

•Assisted operations manager with maintaining logistics team producing company growth.

FCC Environmental-Office Team

Technical Customer Service Representative

January 2012-March 2013

•Created 75-100 electronic service order request per day helping truck drivers maintain a daily productive workflow.

•Assisted 100-150 customers per day via phone, email, and fax resulting in steady workflow for truck drivers.

•Built and maintained good customer rapport helping to identify customer needs resulting in quality customer satisfaction.

•Performed computer updates to systems, accounts, and customer history maintaining current business profiles.

FCC Environmental-Office Team

Technical Customer Service Representative

February 2010-January 2012

•Assisted 100-150 customers per day via phone, email, and fax resulting in steady workflow for technicians.

•Coached, mentored and trained new representatives helping to build a top-quality call center.

•Maintained and built good customer rapport to identify customer needs resulting in quality customer satisfaction.

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