Customer Service Active Directory

JACQUELINE A. RATCLIFF

*** **** ****** **. **** 445 Waldorf Md. 20604

Phone 301-***-****

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

Summary: Experience performing isolation and resolutions demonstrated towards customer service skills and expertise in analysis, troubleshooting, test and support of network and local desktop/laptop infrastructures to technical requirement interpretations and technical guidance. Strong technical support skills in desktop configuration, helpdesk support, device management, including work around for issues until it has resolved have done patching on servers. Proficiency in providing exceptional customer service that exceeds expectations. Advanced Hardware and Software troubleshooting (consisting of all parts replacement in desktop and laptop). Work independently and with the group on issues while working, remotely in fast past in environment.

Accomplishments: Diagnosed hardware and software failures and resolved technical issues with a high success rate. Worked for Eight years in the US Navy as a computer specialist; I am a Military Veteran. Worked over 30 years in the computer field; started off doing keypunching, to mainframe, to the PC desktop/Laptop environment over 19 years.

Unisys - Compugain /FreddieMac (short contract) Onsite

PSS Application Dev Engineer 08/22 to Present

Working on a project converting iPhone 6s over to iPhones 12 mobile device migrations/configuration in a classroom setting or 1/1 remote migrations for remote users up to 5 users in one hour session. Providing this support to all customers onsite and remote assisting throughout the US with iPhone setup, enrollment, and activation. Writing procedures for class sessions that are remotely, alone with procedures for backing up iPhone after phone upgraded.

Training users in a classroom setting, hosting up to 24 users a day for three days a week Training users remote two days a week hosting five to six users per sessions on Teams, which total around thirty users per day.

Assist with imaging laptop when needed as a backup tech.

Worked as a pilot user for Window 11.

Using collaborating tool daily such as, is ServiceNow as the ticketing system, teams for meeting, training, and troubleshooting. Workspace one as software tool for troubleshooting and setting up mobile devices, Microsoft package, Cisco AnyConnect for VPN, RSA, hotspots, used SCCM as a tool for remoting into users workstations.

Leidos - Allyon/House of Representative

Tech Support Specialist/Remote Services 07/20 to 08/22

Provide support for House of Representative throughout the United States with customer service, assisting with troubleshooting and support; iPads, mobile devices, Macs, laptops, desktop computers configuration and management; using tools Active Directory/NetIQ, Teams, Office Outlook /O365, on OS7/OS10 environments.

Provide desktop support to customers, assist customer unlocking and resetting of all devices and application and setting RSA hard and soft tokens. Working with SECURID console assigning, syncing, deleting, and giving out emergency tokens to customers. Setting up iPhone out the box using Apple Business manager (ABM)and AirWatch console to assign device and sending out tokens to setup phones. Working with customers that are working from home, setting up VPN, local printer, and network printer within the offices.

Troubleshoot hardware and software issues. The service desk tickets are normally 15-20 tickets a day, on sharing screens and making calls, using Bomgar, Skype, and Quick Assist as a tool for remoting in assisting customers, using Remedy as the ticketing system.

Knowledge and understanding of the services and house rules with CAO. CAO has provided a great relationship with customers with solutions to customer problems.

Familiar with the Organizational performance and complex environment. Capable and familiar with how fast-paced the fast-paced, and changes of the house environment.

Department of U.S. Small Business Administration (SBA) as a Government Employee GS / IT Specialist/Customer Support 10/18 to 11/19

Provide support for all departments within SBA with customer service, supporting desktop/laptop configuration, installation, imaging, troubleshooting and support; iPad, mobile devices, mac mini configuration and management; user account creation and management using Active Directory and Office Outlook/O365 on OS7/OS10, O365 environments; Exchange Mail Services which support the editing and adding customer and assist customer with using one drive. Deploying laptops to customers throughout the states and other duties as assigned. Assist customers with connecting to VPN and remote access using Bomgar and Skype. Working with customers setting up phone, in a classroom environment and well and calling remote users and working with users on the phone setting up iPhones on phone. Using Workspace UEM to assist with application, device, passwords that are on phones.

Document written to support calls that are done for remote users for setting up the iPhones.

Duties consist of working in Remedy ticketing system assigning tickets and working tickets in queue. Working around 20 tickets daily depending on work schedule.

Imaging and configuring all equipment, such as projector for conference rooms using Easy MP network projection Version 2.87 software. console to assign devices and send out tokens to setup phones. Working with customers that are working from home, setting up VPN, local printer, and network printer within the offices.

Worked as access management doing the maintenance of device such as repairs and replacement. Assisting with tickets that consist of swapping out equipment as renewals, adding and device names and location using Active Directory, assist customer with new equipment hardware and software challenges. Responsible for ordering and the count

on the equipment that we received and that was onboard in the imaging/storage room.

Imagine done on the equipment that came in or swapped out. Created images for offices/departments to fit that office needs.

Create accounts for production and non-production accounts which consist of communicating with management and customers on the system updates. Using Teams as part of department communication, using Bomgar, Skype, and Quick Assist as a tool for remoting in assisting customers, using Remedy as the ticketing system and converting over to ServiceNow as new ticketing system.

EIS/Census Bureau Finance Helpdesk/ Remote desk Specialist OS7/10 02/18 to 09/18

Working in Suitland Maryland on government contract; Supporting the Finance Helpdesk with answering calls to assist with customer not able to get in finance software or assisting with how to set up the accounts while inside of application. Providing exceptional customer services, which consist of password resync, team building with other staffing teams, troubleshooting via remote with Bomgar and skype.

Created tickets with the application Remedy ticketing system, to account for issues and problems resolved and follow-up on incidents that were logged and needed to be worked.

Assist with an email box that consists of problems that were sent through the email system and must be converted into tickets and resolution to the problems.

Responsible for setting up the new user accounts and granting roles on revolving accounts and roles on exits.

Rerouting finance document to correct management when needed for approval on accounts such as budgets and training.

Responsible for adding codes into the finance tables.

HCL / World Bank Tier II Helpdesk/Remote desk Specialist OS7/10 07/16 to 02/18

Working at the World Bank (Washington DC) providing superior customer service and communication to our customer in over 5 countries including the United States. Working in the ticketing system Remedy v7.6 and Service Now for tracking tickets, updating tickets to maintain SLAs, using people soft tool for verification, bit locker as security on laptop and Active Directory for security use for profile.

Managing and maintaining the application that is running on Enterprise Windows7 32&64 using remote access, using WebEx as main tool use for remote in.

Support iPhone and Androids troubling mobile email, apps downloads

Providing support for customer using tools RSA Soft and Hard Token, Webmail 365, Jabber, WIFI for office and home computer, Skype, eservices, Mobile Iron, Cisco VPN, Microsoft office 2013 pro plus, mobile outlook

Provide 24/7 coverage for all Tier I customer related issues.

SIRC / Metro Senior Helpdesk Technician 01/16 to 07/16

Serve as the primary support interface between WMATA IT departments and all WMATA end-users, providing the day-to-day operations of the User Support Call Center.

Receive customer IT service requests via telephone, chat, fax, e-mail, or walk-ins.

Troubleshoot and triage service requests over the phone and/or via remote access.

Provided technical support for Microsoft Windows7, Microsoft Office Professional 2013, McAfee Virus Scan, BOMGAR, Skype, Smartphones, blackberries, networks, HP, and Xerox printers.

Document calls in the Ticket Management System to ensure proper tracking and resolution.

Provide technical support remoting into customers computers using Remote Desktop Connection Resetting passwords and unlock accounts for Active Directory, Maximo, VPN, and PeopleSoft (HCM/ELM/CRM/EPM/FIN)

Assist customers with internal applications such as PIDS/ROCS, Nextiva Review (Camera Viewer)

Assist customers with completing Network Service Request Forms

Provide 24/7 coverage for all Tier I customer related issues.

Object win Inc. / Unisys Customer Engineer 4 OS 7/10 09/14 to 01/16

Providing remote/desk side support to customers at Fannie Mae Corp. (Reston Va.)

Support a high demand work environment. Requiring software, hardware and imaging on Dell, HP and Lenovo laptop and desktops including working IMAC tickets (inventory). Work closely with Assessment management and Authorization to ensure the infrastructure meets the requirement for users.

Troubleshoot/ multitask break fix tickets that consist of deployments, moves, printers support using Active Directory to add, delete, setup accounts. Using Service Now ticking system to resolve tickets and make sure SLA are met.

Anadarko LLC Inc. Helpdesk Queue Manager OS7 09/10 to 08/14

Managing the Helpdesk ticket queue at USDA (Washington DC). Analyze tickets in queue as well as the tech’s tickets and making sure tickets meet the SLAs.

Ensure quality standards for all tickets are met or exceeded regarding accuracy of ticket data (problem definition /resolution and client data) Receive trouble calls, route calls, update calls using the BMC Remedy 7.0 tracking system to Tier II and Tier III techs, assist with laptop/desktop/mobile device: replacing parts and updating software. Troubleshoot network issues.

Day to Day management of staff to ensure that we meet or exceed our SLA goals.

Ensure that there is always adequate support coverage.

Providing customer support using tools, remote, face-to-face, Active Directory, TCP/IP utilities was essential when setting up customer network.

Monitor open ticket queue to completion, assess problems, and escalate resolution.

Held a Public Trust Clearance

CNSI Corporation Active Directory Administrator OS7 03/08 to 9/10

Provided 2nd level support for exchange/active directory as a Contractor administrator for Census Bureau, setting up user’s accounts, changing password.

Analyze and resolve user email accounts in the Exchange Server in a timely and accurate fashion.

Manage and administer all email messaging, backup customer data on home directory and customers emails for new locations and restore backup to the accounts. Create user accounts on requests through tickets.

Assist with training others on the team and new members to the team on practices procedures, and technical aspects of the job. Provide weekend support as required.

Monitor tickets using Remedy Helpdesk software package.

Held a Public Trust Clearance

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