Help Desk Support Specialist

LEOLA FARMER

**************@*****.*** 703-***-**** Alexandria, VA 22315

Summary

Dynamic IT Support Specialist with extensive experience at Siemens Government Technologies, adept at resolving complex hardware and software issues. Proficient in Active Directory and Fresh Service Help Desk systems, I excel in delivering exceptional user support while fostering strong communication skills to enhance team collaboration and service efficiency.

IT Technical Skills

Commercial off The Shelf (COTS)

Active Directory

Remedy

Virus Scanning and Prevention

Windows 7/10/11

Office 365

Backup and Data Recovery

Vulnerability Scanning

Novell Ghost Imaging

Symantec\McAfee Help Desk Suite

HP Open View Ticketing System

Video Teleconference (VTC)

Computer Configuration

iPad and Chrome books configuration

Hardware and Software Installation

HP Scanners and Printers configuration

Oracle

TCP/IP

LAN/WAN

SMTP

VPN

IBM BigFix

Ethernet

Wireless Router setup

Sophos Safeguard

Maximo Help Desk System

JIRA

Confluence

Fresh Service Help Desk System

ServiceNow Ticketing System

Google Docs

MaaS360 Apple phone support

Global Protect remote access

RSA Authentication Manager

OKTA 2FA

Experience

DEVIS, INC. Rosslyn, VA

Help Desk Specialist

04/2020 - Current

Company Overview: (PRM/Refugee Processing Center - Department of State)

Provides timely responses and resolutions to e-mails and phone support requests regarding IT related and application functionality issues

Utilizes Track-it and ServiceNow ticketing system to document, track, monitor and resolve incoming requests and reported issues

Follows and adheres to Help Desk standards and practices as indicated in the Standard Operating Procedures (SOPs) and Help Desk best practices to help maintain consistent quality service

Effectively documents, troubleshoot and tracks inquiries or issues being received to the Help Desk in order to meet or exceed the team or contract Service Level Agreement (SLAs)

Reviews application detailed designs for first level analysis of issue reported by the end user and thrives to resolve the issue on first level and escalates and/or triage issues to the appropriate team for further analysis and resolution as required

Utilizes configuration management tool to write software change requests for suggested enhancements to the application and create, edit and update technical documents for Help Desk Manager and PMO approval as requested

Performs internal and external user account administration using Microsoft Active Directory and maintains current knowledge of relevant technology as assigned to enhance support capabilities

(PRM/Refugee Processing Center - Department of State)

SIEMENS GOVERNMENT TECHNOLOGIES Crystal City, VA

Help Desk Analyst/Information Technology Specialist

04/2018 - 04/2020

I provide user support in resolving software and hardware problems encountered by users remotely and in person, resolves problems and/or determines appropriate action(s) for resolution

Setup profiles, setup home networks and printers for users; use active directory to change and reset passwords and verified internet access for users

Used OKTA 2FA to unlock users accounts

Install, troubleshoot, repair, operate and maintain computers, workstations, laptops, printers, scanners and any other equipment within the scope of this task and monitor network servers and connections; setup telephones, iPhones and Mifis for the users and the office using MaaS360 iPhone support

Provide assistance in setting up Video Teleconference (VTC) and troubleshooting issues with connectivity, volume and other technical issues when needed for meetings

Extensive experience with troubleshooting Microsoft OS, Active Directory, Microsoft Office suite

Use Fresh Service Help Desk systems to track all service tickets for users' request

ALEXANDRIA CITY PUBLIC SCHOOLS (ACPS) Alexandria, VA

IT Support Specialist

04/2016 - 04/2018

I provide user support in resolving software and hardware problems encountered by approximately 300 - 400 district employees and students, resolves problems and/or determines appropriate action(s) for resolution; conducts application training; and installs program upgrades and service releases and provide technical assistant to students doing state testing

Setup and deploy Windows 7 computers to Windows 10 for approximately 100+ users

Setup profiles, internet access, passwords, install/update software for new users, transfer data, install/configure printers and use Ghost Imaging to image all laptops and desktop computers

Assist approximately 300 - 400 users with computer hardware and/or software applications to provide immediate problem resolution and/or referral for resolution; diagnoses hardware and/or software malfunctions for smartboards, videoconference equipment and document cameras; installs hardware and software products on a variety of hardware platforms to provide updated enhanced and/or upgraded computer capabilities; maintains records (e.g

Email users identification, security access, licenses, contracts, hardware specifications, vendor lists, help desk log, work order system, etc.) to provide audit trails, control mechanisms and document department activities

Prepares documentation to provide written support and/or convey information; researches hardware and software applications and recommends standardized equipment and applications in accordance with the district's technology goals; perform service-related site visits to all ACPS properties; schedule activities and gather and/or collate data

NORTHERN VIRGINIA COMMUNITY COLLEGE Alexandria, VA

Administrative Assistant, International Student Office

12/2010 - 04/2016

Related knowledge of policies and procedures for the Veterans and International Affairs Office to current and prospective students and the Virginia Community College System (VCCS)

Provide accurate information and document assistance to students that utilize the services offered by the International Student Office making appropriate referrals to other departments

Coordinated and directed International Students in the preparation of their documents (i.e., Visas, I-94s, I-20s and Passports) for registering and attending classes; provided investigative reports for Special Agents for students or former students that are seeking federal employment in a confidential manner

Maintained an international student database and manage the correspondence that comes into and out of the office

Participate in the planning of campus visits, draft meeting notes and the coordinating and completion of Dean of Students Reports and Transfer College Application for students

NORTHERN VIRGINIA COMMUNITY COLLEGE Alexandria, VA

Office Administrative Specialist, Office of the Provost

07/2009 - 12/2010

Contributed high-level administrative support to the provost of the campus; alleviated conflicts using personal judgements and following established college policies/procedures

Hired and supervised 15 -20 work study students by identifying placement throughout various offices on the campus; reconciled and consolidated the campus budget; maintained and updated the administrative files, attended meetings, drafted minutes, received distribution of incoming and outgoing mail, and responded to internal requests for information in a timely manner

Education

Northern Virginia Community College Alexandria, VA

Coursework in Amazon Web Service

01/2022

Liberty University Lynchburg, VA

MS in Cybersecurity

12/2016

Regent University Virginia Beach, VA

BS in Information Systems Technology, Information Systems Security

12/2013

Northern Virginia Community College Alexandria, VA

AS in Information Technology

05/2011

Activities and Honors

Phi Theta Kappa Honor Society, Member, Advisor/Alumni, 2008 - Present

Northern Virginia Community College, Cum Laude Honor Graduate, 2011

Clearance

Secret Clearance, Department of Defense, 2018

Certifications Awards

Notary Public, Commonwealth of Virginia

Outstanding Student Support Award, NVCC, 2015

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