Desktop Support Technical

Jewel Wallace

Capital Heights, MD 202-***-**** ************@*******.***

Professional Summary

Seasoned IT Professional with over 20 years of experience providing expert-level technical support and leadership across federal and state government agencies. Over a decade leading high-performing Tier 1 Call Center and Tier 2 Desktop Support teams. Adept in managing service desk operations, implementing enterprise support solutions, and improving user satisfaction. Proficient with modern tools including Ring CX, Remedy, ServiceNow, and Microsoft Exchange. Committed to delivering operational excellence, user training, and innovative support strategies in both remote and onsite environments.

Skills

Process Improvement

Ring CX (IVR & CCaaS)

Strategic Problem Solving

Lotus Notes Administration

Customer Service Excellence

Team Leadership & Staff Training

Cross-Functional Communication

Desktop Imaging & Remote Support Tools

ServiceNow & Remedy Ticketing Systems

Active Directory & Microsoft Exchange Administration

Core Competencies

End User Support: Tier II/III technical assistance, break/fix support, remote & desk-side service

Imaging & Configuration: Deploying workstations with MDT, BitLocker encryption, peripheral setup

Account & Access Management: Active Directory (adds, deletes, permissions), VPN & remote access configuration

Ticketing Systems: ServiceNow, Remedy

Hardware/Software Support: Windows 10/11, iOS, Office 365, Adobe Acrobat, Google Workspace

Network Troubleshooting: VPN, account provisioning, Wi-Fi, wired networks, firewall rules

Conference Room Support: Google Meet, Teams, WebEx, Zoom, Crestron/AMX, projectors

Inventory & Asset Management: Equipment tracking, lifecycle management, vendor coordination

Technical Documentation: SOPs, knowledge base articles, user guides, self-service documentation

Professional Experience

LEAD DESKTOP SUPPORT TECHNICIAN 01/2021 - 02/2025

ComputerWorks, Inc. - Washington, DC

Supported 500+ users across House and Senate offices with incident resolution and workflow training.

Image multiple Desktop with KVM Switch and Used Microsoft Deployment Toolkit from Windows 7 to Windows 10

As the team lead, I ensure that first and second-level support for the upgrade to Windows 10 from Windows 7 an is done in a timely manner.

Participate in device collection, configuration, and upgrade of client endpoint devices

Help to ensure all steps for a successful upgrade of multiple laptops daily

Install, configure, test, support and troubleshoot PC’s, laptops and mobile devices, working with the applications, infrastructure and/or network teams when necessary.

Provides advanced technical support for mobile devices

Work closely with application and infrastructure teams to manage support activities for deployments

Receive and resolve Tier2 application problems for users requiring analysis, application of multiple technical skills in desktop problem resolution, network connectivity or other associated user support areas

Monitor and troubleshoot access to files, shared folders and network printing devices.

Installed, configured, and maintained Apple peripherals and other end-user equipment such as iPhones and iPads.

Provide support for Windows 10 and Mac OS, Operating system configuration Linux Mac Windows

Delivered on-site and remote InterTrac CSS system training to over 50 congressional staff members.

Use service desk ticketing system to record and track tickets, and contribute solutions for new/unique problems to the group knowledge base

Improved ticket closure rates by 25% by monitoring ServiceNow workflows and performance metrics.

Logged and resolved 95% of compatibility issues using Webex, Teams, and remote desktop tools.

Analyzed Domino server logs to verify mail flow and user access accuracy.

LEAD DESKTOP SUPPORT TECHNICIAN 10/2012 - 12/2020

ECS Federal, Inc. /U.S. Environmental Protection Agency - Washington, DC

Managed transition from Remedy to ServiceNow for 200+ technical staff across multiple regions

Created custom Remedy ARS forms to streamline reporting and issue tracking.

Trained and coached staff on knowledge base usage, boosting first-call resolution by 20%.

Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by the vendor

Worked with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue(s); trouble shoot to determine problems for operating systems, applications, network, or mobile issues.

Provided hardware and software break/fix support for both PC and Mac systems.

Updated software and applied patches for end users to enhance system performance and security.

Configured Pulse Secure VPN for remote users and performed account synchronization for email and remote desktop tools.

Diagnosed and resolved performance issues to optimize computer efficiency.

Diagnosed and resolved network connectivity issues, reducing ticket escalation by 20%.

Maintain up-to-date knowledge of hardware and software specifications. Document, track, and monitor customer problems to ensure timely resolution.

Provide ongoing support to Microsoft Office 365 customers.

Trained and guide end-users to address technical deficiencies, as needed

Maintained daily performance of computer systems.

Installed, modify, and repair computer hardware and software.

Followed up with customers to ensure issue has been resolved

Temporarily served as the acting call center manager for 8 months, overseeing DC and RTP operations.

Chaired weekly ops meetings and drove SLA adherence across the team.

Provided IT support service with troubleshooting and resolve issues with laptop PCs, iPads, air cards, portable monitors, portable printers, portable scanners, laptop docking stations, desktop PCs, PC projectors, color Client LaserJet printers, personal LaserJet printers, flatbed scanners, large plotters, Canon high-speed scanning fax machines, iPhones, and Android mobile phones

Monitored and aligned support workflows to comply with federal IT procedures.

DESKTOP SUPPORT INCIDENT TEAM SITE LEAD 08/2011 - 10/2012

CSC/ U.S. Environmental Protection Agency - Washington, DC

Supervised 10 or more technicians, and created performance scorecards to improve service quality.

Resolved Tier 2 desktop issues, reducing the escalation rate by 30%.

Led customer feedback sessions and enhanced user satisfaction by developing new processes.

Identified and implemented incident tracking improvements via Remedy and SharePoint.

Break/Fix, maintain, image using Configuration Manager, and installation of computer/laptop/tablets software (Windows10 or Macs/Ipads/MacBooks) and hardware, network connection

Interfaced with engineering to improve provisioning workflows and asset readiness.

Coached staff on software deployments, and streamlined user setup procedures.

HELPDESK ANALYST 06/2005 - 10/2012

CSC/U.S. Environmental Protection Agency RTP - Durham, NC

Supported over 150 daily calls and logged CSR tickets via BMC Remedy ARS.

Delivered VPN and remote assistance to resolve software and database issues quickly.

Authored SOP documentation to assist in new-hire onboarding and issue resolution.

Reset credentials and access via Active Directory for hundreds of EPA users.

Managed ticket routing via the ACD system and triaged technical escalations.

Attended training courses on EPA-specific modules, and federal IT tools.

Resolved hardware, software, and account issues for faculty, staff, and students via ServiceNow tickets.

Managed Active Directory accounts, performed password resets, and troubleshot Office 365 and Outlook issues.

DESKTOP SUPPORT/ASSET MANAGEMENT 10/2004 - 06/2005

US Resources /Department of Commerce - Washington, DC

Performed hands-on troubleshooting for laptops, desktops, printers, and accessories

Utilized ghost imaging to deploy 100+ workstations across agency departments

Resolved software issues with legacy systems, including Lotus Notes and WordPerfect.

Maintained Remedy asset tracking records for hardware inventory and repair

Delivered in-person support, cutting resolution time by 35%

Handled daily ticket loads with a 98% same-day closure rate

TECHNICAL ADMINISTRATOR/REMEDY ADMINISTRATOR 03/2004 - 10/2004

Alta It Solutions/Office of Personnel Management - Washington, DC

Managed AD accounts and Exchange mailboxes, completing requests within SLA

Provided Tier 2 support via LANDesk for VPN, Citrix, and mainframe issues.

Customized remedy workflows and support groups to streamline user creation.

Delivered onboarding and training for new government IT users

Logged and monitored service tickets to ensure procedural compliance.

Supported password resets, profile updates, and directory cleanup initiatives.

TIER 1 LEAD / TIER 2 TECHNICIAN 11/2002 - 03/2004

DC Government - Office of the Chief Technology Officer - Washington, DC

Led the Tier 1 team and maintained schedules, training, and QA reviews.

Imaged 100+ machines using Ghost, and deployed them across departments.

Supervised troubleshooting via phone and remote tools to escalate unresolved cases.

Provided in-house and field support for end-user devices and applications.

Reviewed Remedy logs and ensured that tickets were resolved per SLA guidelines.

Mentored Tier 1 staff, increasing promotion readiness within six months.

TIER 1/TIER 2

Technician

Resolved 95% of 500+ weekly tickets by diagnosing hardware and software issues on first contact

Cut downtime by 40% by scripting automated reboots for recurring network printer failures

Deployed 200+ workstations by imaging, configuring, and joining devices to Active Directory

Reduced ticket backlog by 60% by training staff on ServiceNow categorization and escalation rules.

Improved login speed by 50% by auditing and cleaning up Group Policy Objects across domains

Education & Certifications

Strayer University - Washington, DC Some College Classes

USDA - IT Remedial Courses

PeopleCert - ITIL Foundation

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