Professional with Knowledge of Remedy Service Request Management application; Nets Service Management tool, call management, problem resolution, problem escalation, Windows OS, office automation applications, network management and server systems management. Providing excellent customer service, computer proficient. Works well in individual and group settings. Excellent organizational, interpersonal and communication-verbal and written skills. Ability to analyze and make sound judgment. Firm knowledge of problem solving. Capable of working in fast pace environment under pressure.
Tier III Help Desk TechnicianOct 2016 to Current Knowledge-Link FT BELVIOR － VA
Provides operational ground support for mission critical systems.
Performs in-depth technical investigation, diagnosis and resolution activities to resolve incidents and service request and assigns it to appropriate workgroup if unable to resolve.
Updates existing incidents and service request record that are active in the service management system.
Supports mission operations through monitoring of system performance and developing documented work-around procedures to achieve full or partial restoration of operational capability, in accordance with established plans, procedures, and tools.
Performs preventative maintenance services to identify degradations to the operations environment.
Assigns and maintains user profiles and accounts.
Responsible for monitoring network activity and troubleshooting network outages.
Supports system and configuration backup and disaster recovery plans and procedure.
Interacts with network, software, and database teams to maintain and identify anomalies and/or restore system operational capabilities.
Provides technical, operations and training support, as required to enhance co-worker proficiency.
Junior InstallerApr 2016 to Jul 2016 The Select Group － Bethesda, MD
Accomplishes inventory of materials and moves materials to designated staging areas.
Prepares materials in staging area for installation activities.
Test and ensure that all computer systems and peripherals are functioning properly.
Maintain a clean and safe work area.
Perform other Performs all facets of network cabling installation, including but not limited to: shielded and non-shielded copper (Cat 3, Cat 5E, Cat 6A, Coax) and fiber (SM, MM) installations; pulling, terminating and testing; cross connects, cutovers, strut/raceway/tray/conduits; patch panels; racks; documenting installations, dressing and labeling; fire stopping, coring, etc.
NJVC Help Desk SpecialistFeb 2016 to Oct 2016 Springfield, VA
Help Desk Tier I
Assisted end users with application password resets.
Responsible for managing the service desk open ticket report.
Gathering required contact and troubleshooting information from the end user.
Primarily interfaces with clients, immediate management and other team member to ensure an accurate service request is routed to the appropriate service provider.
As a technical liaison, responsible for providing troubleshooting and repairing technical support to the entire work force.
Regularly provided efficient technical support of the phone, maintaining presentable phone demeanor, courteousness, and creativity.
Assisted users with policies and procedures for setting up conference calls, new accounts, and voicemails.
Incident recording using the Enterprise Incident tool of record (BMC Remedy) ensuring proper priority, categorization and assignment.
Performs first call resolution for basic Frequently Asked Question (FAQ) items to restore service as outlined in the knowledge repository.
Strong customer service, communication, and writing skills resulting in high customer satisfaction.
Listens well and easily interprets what the user reports and documents within Remedy ticket system.
Provide first-level contact and problem resolution in a detail oriented, courteous, and knowledgeable manner.
Analyze and resolve issues using clear and logical thought processes by applying knowledge and experience.
Diagnose end user problems in real-time; including problem recognition, research, and potential resolution steps.
Resolve less complex problems immediately with an 80-90% First Call Resolution (FCR) average.
Thrives in a team-based, collaborative problem-solving environment.
Monitor progress of the ACD Call queue to ensure coverage.
Provide follow-up status on tickets to customers when requested.
Unlock and reset user accounts/passwords for network and special access applications.
Collect information about incident and lead customer through diagnostic procedures to determine root cause of the issue in a professional and timely manner.
Education and Training
High School Diploma, English, SciencePotomac High School － Oxon Hill, MDEnglish, Science 3.50