Technical Support Service Desk

PROFESSIONAL SUMMARY:

Dedicated Service Desk Team Lead and IT Tier II Technician with over 11 years of experience in IT support. Skilled in ITIL best practices, managing service desk teams, and delivering exceptional technical support to clients. Seeking to leverage a strong background in leadership, technical expertise, and process optimization to contribute to your organization's success. Adept at streamlining workflows, resolving complex technical issues, and enhancing customer satisfaction in dynamic IT environments.

PROFESSIONAL EXPERIENCE

Health & Human Services (HHS), Washington, DC

Team Lead Service Support Desk, Pioneer Corp

February 2024 - August 2024 40 Hours/Week

•Led a team of service desk technicians, overseeing support for over 3,000 users.

•Developed and implemented policies, increasing team efficiency by 25% and reducing ticket resolution time by 30% using Smartsheet analytics.

•Conducted regular training on customer service and troubleshooting best practices.

•Utilized Microsoft Copilot to enhance productivity and streamline service desk tasks.

•Managed daily operations, including scheduling, performance evaluations, and issue escalation.

•Spearheaded Smartsheet ServiceNow integration for improved ticket analytics and workflows.

National Institute of Health (NIH), Bethesda, MD

IT Tier II Support Analyst, MilCorp

June 2021 - February 2024 40 Hours/Week

•Provided second level technical support for hardware, software, and network issues.

•Utilized diagnostic tools and remote support software for efficient troubleshooting.

•Installed, configured, and maintained operating systems and software applications.

•Collaborated with Tier I technicians to resolve complex technical problems.

•Maintained accurate records in the helpdesk ticketing system.

•Conducted user training sessions and developed IT best practice documentation.

CBSNEWS, Washington, DC

IT Tier II Support Specialist

July 2020 -June 2021 40 Hours/Week

•Provided technical support for video conferencing systems.

•Resolved hardware and software issues related to conferencing tools.

•Conducted training sessions for end-users on conferencing equipment.

•Collaborated with teams to optimize conferencing solutions.

Bloomberg Law, Arlington, VA

Team Lead/IT Tier II Support Specialist, TEKsystems

July 2019 February 2020 40 Hours/Week

•Oversaw IT operations, including onboarding, ticket resolution, and system maintenance.

•Designed and implemented onboarding programs for new hires.

•Facilitated training sessions and mentorship programs.

•Delivered technical support for video conferencing systems.

BBK Business Solutions Consultants, Brandywine, MD

IT Tier I Support Technician/PC Deployment, WMATA

April 2018 July 2019 40 Hours/Week

•Provided Firstline technical support for end-users.

•Troubleshot desktop, laptop, and peripheral device issues.

•Managed PC deployment and vendor coordination.

TCE, INCORPORATED, Regan National Airport

Jr. Systems Administrator/CCTV Installation (Contractor)

March 2016 – April 2018 40 Hours/Week

•Managed Windows and Linux server administration.

•Implemented backup and disaster recovery procedures.

•Provided technical support and installed security systems.

SYSTEMS MAINTENANCE SERVICE (SMS), Atlanta, GA

Team Lead IT Support/Digital Technician

August 2014 – March 2016 40 Hours/Week

•Provided technical support for digital platforms and software.

•Resolved technical issues promptly.

•Assisted in software updates and system testing.

Canon Business Solutions East, Arlington, VA

Field Service Manager/Digital Specialist

March 2006 – November 2013 40 Hours/Week

•Managed field service operations and provided technical support.

•Implemented digital solutions for operational efficiency.

•Trained and mentored field service technicians.

EDUCATION

Strayer University, Alexandria, VA

•Master of Business Administration, Management

•Bachelor of Science, Information Systems (Web Development)

•Diploma, Computer Information Systems

Certifications:

•ITIL 4

•CompTIA A+

SKILLS:

•Strong project management and prioritization skills.

•Analytical mindset with excellent communication and interpersonal abilities.

•Detail oriented with a focus on accuracy and compliance.

•Proficient in Microsoft Suite (Copilot, Office, Outlook, Teams, SharePoint, OneDrive).

•Expertise in virtual meeting tools (Cisco Webex, Microsoft Teams, Zoom).

•Experience with Remedy and ServiceNow ticketing systems.

•Skilled in supporting Windows and Apple mobile devices.

•Knowledgeable in HRIS/HRMS platforms (Workday, ADP, UKG Kronos).

•Experienced with FileZilla (FTP protocol).

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