Bianca Persha

Experience

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  MT&G Enterprises

  Mar 2013 - Oct 2017

  Direct Support Professional

  • Develop and maintain a positive and effective relationship with disabled individual, families, staff, administration and other service providers • Perform and assist in basic domestic duties as needed (cooking, cleaning, laundry)• Perform and assist individual with personal hygiene as needed• Coordinate individual’s participation in leisure and recreational activities• Prepared routine, standardized reports.• Drove company's vehicle, providing safe and efficient transportation for individuals• Maintain safe environment for individual• Examined doors, windows, and gates to determine that they are secure. • Watched for and reported irregularities, such as fire hazards, leaking water pipes, and doors left unlocked Show less

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  R. Emmanual Bell Consulting & Training Center

  Jan 2016 - Jun 2016

  Tier 1 Support

  • Install software , modify and repair hardware and resolve technical issues• Provide base level IT support to 700 end users• Display courtesy and strong interpersonal skills with all customer interactions• Develop quick reference guides to assist end-users with challenging software application features• Manage windows workstations including desktops ,laptops , and tablets• Ensure that remedy and spiceworks tickets are resolved or escalated• Active directory- Account creation, Password resets, Group Policies.• Develop client SharePoint Foundation 2010 sites and provide support as needed Show less

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  HOPE Project DC (Washington DC)

  Jan 2016 - Jun 2016

  Student

  •Install software, modify and repair hardware and resolve technical issues•Provide base level IT support to 700 non-technical personnel•Display courtesy and strong interpersonal skills with all customer interactions•Develop quick reference guides to assist end-users with challenging software application features•Manage Windows 8 and Windows 7 workstations•Ensure that Remedy and Spiceworks tickets are resolved or escalated•Active Directory – Account creation, Password resets, Group policies•Develop client SharePoint Foundation 2010 sites and provide support as needed•Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system•PC refresh and migration XP to Windows 7 and 8•Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging and desk side•Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)•Perform administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines•Create and manage Network accounts to include granting access to secured file shares•Manage bench IT inventory•Provide configuration and SharePoint administration support•Coordinate and support VTC/Audio conferences•Provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connection•Update ticketing system to reflect work in progress or completed Show less

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  IMTAS - United States Patent and Trademark Office

  Jun 2016 - Oct 2017

  Service Desk Analyst

  • Provide comprehensive phone support for the efficient resolution of technology problems and requests for USPTO end-users.• Provide complex and unique technical troubleshooting assistance to assist USPTO employees across global business units.• Provide support and incident management and client communications for IT systems faults and problem management tickets• Identify potential system problems and escalate to department contact for resolution.• Provide technical and IT support to government users for troubleshooting problems• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements• Accurately assess and record problems in the problem management tool• Use the problem management system to document all activities, record service request, and review service request history to determine root cause of problem• Install and configure computer software and applications• Act as a liaison between USPTO customers and technical escalation team• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction Show less

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  GPO

  Oct 2017 - Jun 2018

  Help Desk Technician

  • Utilize a service management platform to document all activities within an incident and/or service request.• Provided network support including Wi-Fi configuration and VPN troubleshooting.• Managed and triage multiple incoming priorities effectively by understanding the customer needs and meeting SLA requirements.• Successfully implemented a project for migration from Windows 7 to Windows 10. Reimaging laptops and workstations.• Act as a liaison between GPO employees and specific IT support groups.• Assisting users to unlock primary and administrative password. • Provide comprehensive phone and deskside support for the efficient resolution of IT incidents and requests for GPO end-users• Provide IT training for staff members, particularly for newly hired staff. • Assist in departmental moves of IT hardware and communications.• Setup video-conference, audio-visual equipment, and other electronic devices for presentations or conferences.• SCCM (USMT) Automated and Manual Windows 7 Side-by-Side Migration. Show less

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  Department Of Transportaion

  Jun 2018 - now

  • Serves as a strategic liaison between several Federal D.O.T IT operating agency stakeholders. • Advises various departments and its end-user on issues with Information Systems and Telecommunications arenas. • Monitors and facilitates customers' IT requests that involve the implementation of IT systems changes and solutions to meet the client's mission. • Assist with gathering and organizing various departmental IT requirements to support DOT IT Shared services mission. • Maintains continuous and open communication between various IT Directors and Infrastructure & Operation technical team leads. • Analyzes operational requirements and recommends appropriate solutions and resources to directors & end-users. • Independently plans and carries out assignments, interpreting Information System policies, procedures, and regulations. • Participates in technical reviews, and agency meetings to assist in presenting information and advice on IT requests. • Prepare purchase requests by working with other specialists in the OCIO to gather all necessary acquisition information and works with the RMO team to develop and prepare the purchase request and obtain necessary approval. Show less • Monitoring and providing audit analysis for Tiers 1-3 incident queues • Ensure swift ticket resolution and escalate issues to Tier 3 technicians as necessary• Provide time estimates for Asset Management provisioning and IT project-related tasks• Lead efforts for all asset management provisioning, to also include shipping and receiving of government assets to the regional offices • Create and monitor procedures and SOPs, ensuring communication to End-User Service Delivery Leads and stakeholders, of pertinent process gaps in the delivery of services according to those procedures, via weekly audits of roughly 250+ incidents.• Presents formal and informal oral and written Quality and Service Delivery Customer Service Excellence Training via PowerPoint presentation.• Chairperson for Service Delivery Committee• Conduct remote troubleshooting using Bomgar• Ask targeted questions to diagnose problems• Help create technical documentation and manuals• Provide desktop support for laptop and desktop computers• Installed, upgraded, supported and troubleshot Windows Operating Systems and Microsoft Office Suite, and other applications assigned• Active Directory and Group Policy administration, hardware configuration• User support for VPN, MS Office, applications• Provided onsite PC repair, virus and spyware remediation, maintenance/rejuvenation, data recovery, networking and upgrades• Analyzed and diagnosed DNS/DHCP/VPN and other networking issues• Served as team leader for internal IT Projects• Compiled and analyzed data including the creation and preparation of reports through Excel, PowerPoint etc.• Responsible for the acquisition, deployment, tracking, and securing of all assets• Maintains current knowledge of software or hardware changes and planning changes appropriate in response to business needs• Shipping and receiving of government assets to the regional offices Show less

  • Business Relationship Manager

    Aug 2022 - now

  • Deskstop Engineer/ITSS Quality Assurance Analyst/Asset Mgmt. Provisioning Lead

    Jun 2018 - Jun 2023