IT Technical Support Professional with over six years of Help Desk support and analysis experience. Customer service centric attitude combined with a strong aptitude for new technology. Expertise and educational knowledge and training related to troubleshooting and problem resolution for Windows 2000/XP and MS Office 2003 products in addition to proprietary applications and software.
Skills Experience Total Years Last Used ------ ---------- ----------- --------- Windows XP, Windows 7, A.D., MS Office, Exchange Proficient 7 2012
Received II Prometric Pride Awards for Participating in the readiness of several testing facilities, and I was one of five elite Technicians chosen to ensure each exam launch was successful.
11/2011 to Current Allegis Group Hanover, MD Support Servicedesk
Provide high quality remote telephone technical, operational and procedural support to end users. Provide support in the area of PC operations related to IBM laptops, HP, Windows XP, Windows 7, MS Office 2003, 2007,2010, Outlook/Exchange, IE, Peoplesoft, and a multitude of complex proprietary applications. Provides remove assistance using Dameware, Remote Desktop and Citrix app: Goto Assist. Able to handle, diagnose Windows XP and Windows 7 related issues and resolve end user calls in a single point of contact Helpdesk environment and provide assistance to other members of the team. Technical competence on multiple user platforms. Acts as the customer advocate for problem resolution, advanced user and intermediate troubleshooting skills. Provide backup and support to other members of the team, monitors and track open calls within a call tracking system.
7/2008 to 11/2010 Verizon Wireless Hanover, MD Technical Support Helpdesk
Provide high quality telephone technical, operational and procedural support to customers. Utilized listening skills to ensure first call resolution is achieved on every call. Responded, Handled, diagnosed, and resolved inbound End user interactions Assisted corporate customers with password resets, system and software upgrades remotely using Active Directory. Documented, Tracked and monitored issues to ensure a timely resolution. Managed corporate networks, and subnets for high priority small business accounts remotely. assisted customers in setting up enterprise servers, remotely, to support PC's, Laptops, netbooks and mobile devices. Proficiency with Microsoft Office, Windows XP, Remote troubleshooting, Remedy tracking systems, Android, Blackberry, Palm, and Windows based operating systems.
6/2004 to 12/2007 Prometric CertificationsTESST College Woodlawn Baltimore, MD Computer Tech/ Help Desk Analyst
Provide high quality remote telephone technical, operational and procedural support to Test Center administrators remotely. Field 80-100 external support calls per day.* Document all issues and processes for technical problem resolution utilizing Remedy and Magic Ticketing Systems. Provide 100 percentage phone support for COTS and proprietary hardware and software products.* An active member of the Help Desk Team, which provides the first line of support for all Test Center Administrators and Prometric Field Technicians.* Monitor live streams for each testing site to ensure efficiency and functionality. Participate in the readiness of 22,000 testing sites (including network configuration and installation of biometric hardware/software). Provide Sole Saturday evening technical support to testing sites. Proficiency with Java, remote troubleshooting, DOS, Windows XP, Novell, Biometrics, Active directory, MAGIC and Remedy tracking systems.MISS Utility - Elkridge, MD 2002 - 2003Customer Service/Telephone Support*.
Education and Training
2003 TESST Baltimore, Maryland Associate of Applied Science Computer Repair
TESST College Baltimore, MD 2002 - 2003 Certifications: Microsoft Certified in installing, configuring, and administering Microsoft Windows XP Professional (070-270)