Seeking a position where I can utilize my IT and customer service talents and skills and promote career development with a background in providing advice on diverse customer situations with a track record of managing a wide variety of customer service issues quickly and efficiently dedicated to providing excellent customer service and making operational and procedural improvements.
Highlights
administrative, streamline, Apple, Avaya, backup, basic, CISCO, Citrix, clerical, closing, CMS, oral, computer hardware, hardware, CPU, clients, customer service, databases, database, Dell, desktops, routers, documentation, email, Government, graphic, help desk, image, information systems, INFORMATION TECHNOLOGY, IP, ITIL, Firewall, laptop computers, laptops, Mac OS, Mainframe systems, access, MS Access, MS Excel, Microsoft Office Suite, Office, PowerPoint, Visio Pro, Windows 7, 2000, Windows 98, MS Word, Microsoft WordPerfect, monitors, Enterprise, Netscape Navigator, Network, OS, PC's, peripherals, policies, Prince, Printer, printers, processes, progress, quality, radio, Real Estate, repairs, reporting, Storage Area Network, Security Clearance, Sound, spreadsheet, Symantec, systems administration, technical support, technical assistance, telephone, phone, Troubleshoot, troubleshooting, upgrade, NetBackup, Vista, word processing
Accomplishments
Windows 98 / ME / 2000 / XP /Windows 7, Mac OS X, Conflict resolution techniques
Office 2007 and Office 2010 Vista; CISCO, Bandwidth Team management
management and IP management, Microsoft WordPerfect; Meticulous attention to detail
Windows 7 image management and systems administration, Focused on customer satisfaction
EMC, Server backup and restore using Symantec Skilled multi-tasker
NetBackup and LTO 4 tapes, Switches, Microsoft Office Suite: Strong communication skills
Word, MS SharePoint, WFM Software, MS Excel, NetApp
storage, Visio Pro 32/64bit, Network sniffer and EM7
configuration and management, MS Access, Citrix XenApp
implementation and administration, Active Directory, Internet Explorer
Netscape Navigator; Trapeze work station and RDS
systems ; TRACS- Tenant Rental Assistance Certification
Systems, APPS- Active Partner Performance System
MDDR- Multi-Family Delinquency and Default Reporting
Avaya, Nexus, iREMS- Integrated Real Estate
Management System, DAP- Development Application
Processing, EIV- Enterprise Income Verification systems
and programs, Remedy, ITIL, Dyacom, and Mainframe
systems SCC and VNC Remote Viewer. Apple iOS Dell
Desktop and Notebook Certified
Active Public Trust Security Clearance June 2011
Reduced staff turnover by 38% in one year by implementing several well-received team and morale-building programs
Improved customer retention in 2011 by 20% from the previous five years
Consistently received a 100% rate of customer satisfaction. Oversaw a decrease in average daily Help Desk tickets by 40
Automated repeatable tasks where possible to increase efficiency 40
Active
Public Trust Security Clearance June 2011
Work Experience
IT Support Analyst, 08/2014 to Current Kaiser Permanente – Atlanta, GA, Configures IT devices for secure operation, including installation of security software, software updates, and other configurations Tracks, Re- images and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints. Configures, installs, and supports desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals. Performs Tier 3 advanced diagnostics, analysis, repairs, or replacement hardware for PC's, laptops, and printers. Follows set policies and procedures when assisting clients to ensure proper handling of requests. Performs basic troubleshooting and setup for mobile devices (iOS and Blackberry) Responsible for the installation, configuration, maintenance and upgrade of computer hardware and software. Participant in telephone support rotation; providing support to users in offices across Prince Georges County Government via remote assistance tools.
Help Desk Analyst Lead, 12/2011 to 08/2014 Keystone Human Services – Downingtown, PA, Provide first line response for users requiring assistance with information technology issues and problems. Troubleshoot CPU, OS and Printer issues for HUD (Department of Housing and Urban Development) employees and the entire Prince Georges County area as well as escalate inquiries to Tier 2 and 3 for resolution. Possess excellent troubleshooting and documentation skills. Track issues to resolution updating the internal knowledge base and/or communicating "lessons learned" with relevant business units. Develops schedules, assigns work to meet critical customer deadlines and may manage multiple shifts Tracks all service request in the systemic help desk system; closing tickets and entering solutions in the remedy ticketing help desk application Respond to requests for technical assistance by phone, email and/or using a help desk management system Support owner agents using HUD (Department of Housing and Urban Development) applications for vouchering, verifying income reports, and gaining access to application. Organize external technical support for problems which cannot be resolved by in-house Support, computer users by providing training and guidance. Liaison for the end user and technical staff to monitor progress through resolution Proactively monitor the overall performance of the help desk team and refine processes and procedures to continuously improve the quality and level of service provided to end users. Create and submit detailed call logs documenting customer interactions in ticketing system. Accuracy, thoroughness, and timeliness are key call logging components.
Dispatcher, 02/2008 to 09/2009 Advantage Metals Recycling – Saint Louis, MO, Remarkable ability to operate base radio equipment, automatic switchboards, and monitoring equipment. Strong ability to understand and follow moderately complex oral instructions. Sound ability to write legibly using proper sentence structure, grammar, punctuation, and spelling. Obtained and act on information quickly and accurately. Operated base radio and maintained radio contact with mobile units or other fixed station units on an assigned frequency. Received radio calls from field units, transmitted messages via radio or telephone, and made inquires to obtain requested information or services. Filed data and performed other routine clerical tasks. Demonstrated continuous effort to improve operations, decrease turnaround times, streamline work processes, work cooperatively and jointly to provide quality seamless customer service.
Dispatcher, 07/2007 to 02/2008 Advantage Metals Recycling – Topeka, KS, Strong dispatch history with more than 4 years experience reporting directly to senior level management. Proven ability to independently make administrative/procedural decisions and judgments with the ability to communicate effectively, both orally and in writing advanced knowledge of the operation of telephone, radio, computer assisted dispatch and other communication equipment. Exceptional ability to speak clearly and concisely in a well- modulated voice and to use good diction. Established, maintained and updated files, databases, records, and other documents. Profound ability to remain calm and effective under heavy work load and emergency situations. Maintained a log of all radio transmissions regarding time, duration, and message. Organized, processed and disseminated information via two way radio. Maintained verbal contact with caller for the purpose of updating in-progress calls and continually update responding units.
Educational Intern, 01/2004 to 06/2007 Cyber World Travels – City, STATE, Enforced both classroom and administration policies and rules at all times. Participated in regular training courses to keep up-to-date with new teaching methods and developments in the field. Helped students develop and improve study methods and habits. Supported students in developing strategies for individual needs and classroom group dynamics. Communicated effectively with educators from various grade levels. Conducted small group and individual classroom activities based on differentiated learning needs. Observed students to supply teachers with feedback regarding potential learning blocks and opportunities for support.
Education
: Journalism, Expected in 2005 Prince Georges Community College Largo - Largo, MD GPA: 2005 Prince Georges Community College Largo, MD Journalism
: General studies, Expected in 2003 Florida A&M University Tallahassee - Tallahassee, FL GPA: General studies 2003 Florida A&M University Tallahassee, FL General studies
Diploma: General Studies, Expected in 2002 Potomac High School Oxon Hill - Oxon Hill, MD GPA: Diploma: General Studies 2002 Potomac High School Oxon Hill, MD General Studies
Certifications
Dell Desktop and Notebook Certified
Skills
Progress, Telephone, Access, Closing, Documentation, Documenting, First Line, Help Desk, Help Desk Management, Hud, Liaison, Logging, Remedy, Solutions, Technical Assistance, Technical Support, Training, Urban Development, Dispatcher, Clerical, Customer Service, Operations, Receptionist, Retail Sales, Switchboards, Blackberry, Clients, Database, Ios, It Support, Maintenance, Mobile Devices, Printers, Security, Databases, Dispatch, Transmissions, Voice, Active Directory, Avaya, Career Development, Cisco, Citrix, Cms, Content Management System, Emc, Excel, Firewall, Increase, Internet Explorer, Itil, Landesk, Mac, Mac Os, Mainframe, Microsoft Office, Microsoft Sharepoint, Microsoft Windows, Ms Access, Ms Excel, Ms Office, Ms Sharepoint, Ms Word, Multi-family, Multi-tasker, Netapp, Netbackup, Netscape, Nexus, Office 2010, Powerpoint, Real Estate, Satisfaction, Sharepoint, Sniffer, Storage Area Network, Strong Communication Skills, Symantec, Systems Administration, Team Management, Visio, Windows 7, Windows 98, Word, Wordperfect
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