Technical Support Help Desk

Professional Summary

A highly experienced IT professional with extensive technical support expertise across various industries, including government and healthcare sectors. Proven success in troubleshooting complex IT issues, providing high-level customer service, and managing assets. Demonstrated ability to deliver 'white glove' service for VIPs and executive leadership. Trusted for public trust clearance across multiple roles.

Work Experience

Sienna Systems Corporation (NTIS) - June 2023 – January 2024

Tier 2 Help Desk (Contractor)

●Provide 2nd and 3rd level technical support to the end-user community.

●Interacted with clients in a courteous and professional manner.

●Perform Active Directory and related functions.

●Expertise in TCP/IP, general networking, and infrastructure products.

●Working knowledge of SCCM, software, and imaging.

●Experience with configuring, troubleshooting, and servicing Dell and HP laptops/desktops, thin clients, printers, Xerox, and Ricoh copiers.

●Public trust granted.

NTT DATA at U.S. Securities and Exchange Commission

Mobile/IT Technician (Contractor)

February 2023 – June 2023

Provided comprehensive technical support for iPhones, iPads, and other devices.

Acted as an escalation point for Level 1 and 2 technicians.

Managed device configurations using AirWatch, RSA Security Console, DEP, and Apple Configurator, Asure.

Delivered support for end-users and resolved complex issues with a focus on providing excellent customer service.

Updated and maintained Knowledge base

Held Public Trust Clearance.

Iron Bow Technologies -United States Holocaust Memorial Museum

Tier 2 Help Desk

Dates July 2022 -February 2023

Answered help desk calls and created customer tickets in ServiceNow.

Monitored and managed incoming ticket queues, ensuring timely response to user requests.

Provided 'white glove' IT support to executive leadership and VIPs.

Supported LAN/WAN, desktop infrastructure, AD, and third-party software troubleshooting.

Coordinated logistics for equipment and asset management.

Held Public Trust Clearance.

Iron Bow Technologies August 2020 – July 2022

Outbound Service Desk Representative for the department of the Veterans department

Delivered outbound call support to veterans, assisting with telehealth and digital health solutions using iPad with Wi-Fi and cellular service.

Ensured a high level of customer satisfaction through a 'white glove' customer experience approach.

Resolved technical issues and coordinated support for digital health solutions.

Held Public Trust Clearance.

Technical Skills

Device Management: AirWatch, RSA Security Console, DEP, Apple Configurator, Asure

Updated and maintained Office 365.

Help Desk Tools: ServiceNow, AD (Active Directory), IT asset management

Networking: LAN/WAN troubleshooting

Mobile Device Support: iPhone, iPad

Executive Support: 'White glove' service for VIPs and leadership

Telehealth Solutions: Technical support for digital healthcare services

Certifications & Clearances

Microsoft Outlook Certificate obtained in 2014

Public Trust

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