Desktop Support Help Desk

Jeffrey Samuels

Technician - Desktop Support

Mailroom Clerk/ Copy operations/Hospitality Clerk

Greenbelt, MD 20770

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

240-***-**** Home

Authorized to work in the US for any employer

Desktop Support/ Help Desk Technician (15 years)

Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed, Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels. Collaborate with lan

technician's/network administrators to ensure efficient operation of the company's desktop computing environment. Where required, administer and resolve issues with associated end-user workstation networking software products. Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems via the assignment of trouble tickets, if necessary, liaise with third-party support and equipment vendors supporting daily operations.

Work Experience

Full working knowledge of Remedy, Service Now, Active Directory and the companies OU (Organalzational Unit) at all positions and companies.

Indigo IT September 2022 to January 2024

Senior Desktop Support Techniciam

Provides deskside and dispatch support services at required locations.Provide Deskside IT services that respond to the time-sensitive needs of premier users (i.e., VIPs and executives) including prompt responses to Tier 2 service desk escalations.Provide full support remotely for field locations where OMS-EI devices are deployed. This includes dispatching technical support personnel to remote lab locations during core business hours. Inventory management of all equipment which include laptops, desktops, monitors, printers and copiers.

Provides Tier 2 AV/VTC support for routine support requests.Tracks the status of all incidents and requests in SericeNow; Ensure that all tickets are documented with current status, customer communications, and a full description of the problem/resolution.Deploy approved, prepackaged software using distribution tools and processes as requested by end users.

SAIC

(EPA) Environmental Protection agency

November 2019 to September 2022

Tier 2 Desktop Support Technician

IT Support for diagnosing, troubleshooting, repairing and debugging Laptop/desktop, servers, networks, phones, printers, AV and VTC and Software systems. IT support for customer meeting and conferencing needs for daily meetings requiring IT networks, AV, and VTC needs. Interfaces with the employees/customers to ensure new IT systems (HW, SW and networks) are coordinated through all corporate interfaces (Security, ITO Directorates). Conducts on-site installation and testing of IT equipment to ensure proper working order. Responsibilities include oversight and integration support of existing hardware, software, network configurations and new system initiatives for all sites within area of responsibility. Installation of software maintenance releases or hardware upgrades including the oversight of the installation process and test procedures to diagnose and resolve product performance problems at installation. Identifies areas requiring product improvement and approves/implements upgrades and hardware or software engineering change orders. Provides feedback and customer support regarding product performance problems and suggested solutions which may require product exchanges or more complex problem solving. Plans, prepares and conducts on-the-job training as required in support of the foregoing activities. Additionally, may interact with more seasoned IT personnel and potentially the customer when the customers problem cannot be resolved directly. Could support across multiple site locations, as well as remote and offsite employee issues.

Calnet

(OIG) Office of the Inspector general

Tier 1&2 Support Technician

July 8th 2019 to September 18th 2019

Technical aptitude and experience in providing “hands-on” computer/hardware, desktop, software, and overall COTS-related technical support. Working knowledge of imaging and setting up new machines with Windows OS, including installation and configuration of different applications, software, and COTS products. Proficient skills in troubleshooting and fixing network/local printers, network issues, peripheral devices, and VTC-related equipment. Check end user client system availability on a daily basis. Experience working with ITSM ticketing systems, (Remedy, Service now, Switchboard). Capable of documenting and triaging requests; solving or escalating the requests as needed per customer approved operating procedures. Ability to track request status and providing routine progress updates to the customer; and following up with customer on the resolution of ticket for completeness/quality and satisfaction. Capable of meeting and exceeding Service Level Agreements (SLAs) as required per customer requirements. Experienced on Enterprise Help Desk environment supporting Federal Government customers (including in-person tech dispatch experience).

Familiarity with government security and accessibility guidelines.

Cosolutions

Desktop Support Technician

July 2015 to April 2019

End user support for Department of Homeland Security, Perform onsite analysis, diagnosis, and

resolution of complex desktop problems for end users, and recommend and implement corrective

solutions, including offsite repair for remote users as needed. Deploy software, laptops Desktops and I-phones for end users. Addressing user tickets regarding hardware, software and networking. Walking customers through installing applications and computer peripherals. Develop and manage effective professional working relationships with contractor personnel, co-workers and clients. Adhere to policies as per corporate manuals and directives.

Help Desk/Call Center Representative

Receive and log inbound problem calls for resolution in Remedy tracking system with high attention to detail and customer service. Transfer to second level when necessary and track problem calls to completion.

Foundation of Advanced Educational Science One Cloister Court, NIH - Bethesda, MD

August 2013 to June 2015

Part Time on Call

Customer service representative in FAES book store

Help customers with acquisition of FAES books, supply, Stock and order of books. Maintain appearance of book store daily.

Events Assistant for FAES

Manage events, maintain cash bar, Administer Beverages, and arrange set up for meetings and parties for Foundation students and clients.

General Services Administration

Student intern

7th & D Street SW Washington - Washington, DC

March 2012 to August 2012

Temporary Position (SCEP) Student Career Employment Program- Learn office and personnel

procedures, create and modify excel and word spread sheets, modify any human resource changes within GSA, write up promotions, transfers or terminations within the company, (Human resource assistance, and training).

Paladin Inc

Office services Representative

September 2011 to October 2011

Sort incoming and outgoing mail, Federal express, Ups and Dhl, Maintained High volume copiers and performed key operations, maintained conference rooms, performed all general duties for facilities and office services with a high level of customer service

Document Technologies Incorporated

June 2010 to July 2011

Floating Temp

Office Services Representative/Records Management

Storing file backs, pulling and delivering files and records to Attorneys.

Maintain operation of high-volume copy machines. Delivery of in-house mail. Set up and cleaning of conference rooms for board meetings and provide all around customer service.

Patton Boggs LLP-Washington DC

Office Services Associate

February 2009 to April 2009

Deliver USPS, Federal Express, and UPS mail. Set up conference rooms. Order and distribute supplies. Handle multi-line switchboard, set up conference rooms for presentations. Order and distribute supplies to employees. Distribute incoming packages and mail. Set up and break down office furniture. Maintain office printers. Provide quality customer service to all employees and vendors.

Education

Master of Science in Project Management

Strayer University-District of Columbia - Washington City, DC

April 2015 to December 2017

Bachelor of Science in Business Administration

Strayer University-District of Columbia - Washington City, DC

April 2013 to December 2015

Associate in Arts in Business Administration

Strayer University December 2012

Skills

CUSTOMER SERVICE (20+ years), RECEPTIONIST (5 years), RETAIL SALES (9 years), REMEDY (10+ years), Service Now (7 + Years), HELP DESK (10+ years), Desktop Support (10+ years)

Additional Information

Relevant Skills & Achievements

Mailroom/copy operator (15 years)

Copy briefs and correspondence for lawyers and paralegals 15 years' experience with expertise in Velo,GBC and Paperback binding. Delivery of court documents in a time sensitive manor.

Help Desk/Call Center Representative

Receive and log inbound problem calls for resolution in Remedy tracking system with high attention to detail and customer service. Transfer to second level when necessary and track problem calls to completion.

Desktop Support/ Help Desk Technician (15 years)

Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed, Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels. Collaborate with LAN

technician's/network administrators to ensure efficient operation of the company's desktop computing environment. Where required, administer and resolve issues with associated end-user workstation networking software products. Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems via the assignment of trouble tickets, if necessary, liaise with third-party support and equipment vendors supporting daily operations.

Contact this candidate