Help Desk Specialist with Federal Experience

HELEN J. HASKINS

Springfield, VA • 703-***-**** • ***************@*****.***

Public Trust Clearance DHS Clearance

PROFESSIONAL SUMMARY

Customer Support and Help Desk Specialist with 15+ years of experience supporting federal systems and enterprise users. Expertise in Tier 2 support, user account management, and troubleshooting complex technical issues within FEMA platforms. Strong background in SQL, LDAP, Citrix, and ticketing systems. Recognized for resolving high-volume tickets, improving workflows, and serving as a Subject Matter Expert (SME) for support teams and developers.

PROFESSIONAL EXPERIENCE

Marathon TS (Contractor for IBM) – Fairfax, VA

Quality Assurance Specialist - FEMA Map Service Center (MSC) Support 2025 – Present

- Conduct final quality reviews of flood maps prior to distribution, ensuring accuracy and compliance

- Identify discrepancies and coordinate corrections

- Serve as SME for Help Desk and development teams

Help Desk Support – FEMA MIP (Tier 2A) 2012 – 2025

- Resolved high-volume Tier 2 support tickets

- Supported users and ensured timely resolution

- Managed ticket backlog and routing

- Collaborated with Tier 3 and developers

- Used SQL, LDAP, and database tools

Zimmerman Associates, Inc. – Oakton, VA

Help Desk Support – FEMA MIP (Tier 2) 2011 – 2012

- Provided Tier 2 support via phone/email

- Generated reports and managed user access

- Escalated and coordinated issues

WilmerHale – Washington, DC

Support Analyst 2005 – 2010

- Supported 2,400+ users across locations

- Resolved hardware/software/network issues

- Assisted junior analysts

- Participated in disaster recovery

Help Desk Specialist 1998 – 2005

- Supported 800+ users

- Setup and upgraded workstations

- Coordinated office moves

TECHNICAL SKILLS

SQL, LDAP, JXplorer, Aqua Studio, Tivoli, Citrix, VPN, Active Directory, Salesforce, Microsoft Office

EDUCATION

Thomas A. Edison High School – Alexandria, VA

ADDITIONAL TRAINING

Computer Programming Course – Computer Learning Center

Secretarial Skills Training – Washington School for Secretaries

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