Experience

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  Lutheran social services

  Dec 2001 - Nov 2008

  Technical services administrator

  Duties included:Managed day-to-day operations of office; Office environment issues e.g. moves, workstation set ups etc.; Office equipment - troubleshooting problems with copiers, fax, etc.; purchase ordering office equipment and supplies; General office repairs/maintenance issues; Audio Visual Conference room/event logistics and preparation at main office or for All Staff; Conducts supply inventory; Vehicle service/inquiries/scheduling; Office key issuing for main office/key making; Preferred facility vendors info; Storage at main office; Certifies notaries; Office errands i.e.: Licensing, pick-up/delivery; New employee set-up, i.e. phone, supplies, keys, etc. (main office); and Trains new employees. Show less

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  Girl scout council of the nation's capital

  Oct 2010 - Feb 2011

  Computer technician/software applications specialist 2009

  Duties included:Delivered technical customer support over the phone, in a call center environment. Identified, troubleshoot, and resolved a wide range of technical computer-related problems. Identified, evaluated, and solved end-user workstation problems. Supported and trained end-users in a wide range of software applications as needed, Stayed abreast of new computer technology; maintained cooperative working relationships. Demonstrated sensitivity to, and respect for, a diverse population.

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  Social scientific systems

  May 2011 - Jul 2011

  Help desk specialist

  Duties included:Identified, diagnoses, and resolved tier one problems for company users, computer software, and hardware in a call center environment. Communicated solutions to end-users, over the phone in a user friendly tone. Provided one-on-one end-user problem resolutions over the phone, for company approved personal computer software. Delivered tags, sets up, and assists in the configuration of end-user computer desktop hardware, software, and peripherals. Diagnosed and resolved end-user network or local printer problems, pc hardware, e-mail, Internet, and local-area network access problems. Coordinated timely repair of computer equipment covered by third-party vendor maintenance agreements. Performed minor desktop hardware repair for computer equipment and peripherals that are not covered by third-party vendor maintenance agreements. Helped install local area network cabling systems, and equipment such as network interface cards, hubs, and switches. Assisted network technicians in creating materials for end-user frequently asked questions.National Committee to Preserve Social Security and Medicare; Duties included:Under general supervision, provided technical software, hardware and network problem resolution to all company users by performing question/problem diagnosis and guiding users through step-by stepsolutions in a call center environment. Clearly communicated technical solutions in a user-friendly, andprofessional manner. Provided one-on-one end-user training as needed. Troubleshoot network peripheral problems. Conducted hardware, and software inventory database maintenance and reporting; and, performed related work as required. Show less

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  General dynamics information technology

  Jan 2012 - Jan 2013

  Help desk technician

  Responsible for responding to clients by answering the telephone calls or by conducting field visits. Analyzed and clarifies the queries by conducting research and troubleshooting the issues. Recommended suggestions to improve the escalation procedures. Recorded all the related departmental and field activities that have been carried out, reviews the complexities of the technical issues, participated in various projects and ensured that all the organization's departmental goals have been met or exceeded by maintaining high levels of customer satisfaction. Show less

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  Serco - north america

  Sept 2012 - May 2013

  Help desk engineer

  Is responsible for providing end user support and software, hardware. Relies on instructions and pre-established guidelines to identify, research and resolve technical problems presented through Level I Help Desk tickets. Documents, tracks and monitors the problem to ensure a timely resolution.•Monitor tickets in ticketing system. •Troubleshoot and resolve Level I trouble tickets related to technical difficulties with hardware and software. •Verify issue resolution on the customer’s behalf. •Verify with the customer that the issue has been resolved and update the ticketing system. •Communicate plan, progress, and issues in a timely manner. •Actively contribute to ongoing process improvement. Show less

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  Ihs

  Jun 2014 - now

  It field support engineer

  Responsible for responding to clients by answering the telephone calls or by conducting field visits. Analyzed and clarifies the queries by conducting research and troubleshooting the issues. Recommended suggestions to improve the escalation procedures. Recorded all the related departmental and field activities that have been carried out, reviews the complexities of the technical issues, participated in various projects and ensured that all the organization's departmental goals have been met or exceeded by maintaining high levels of customer satisfaction. Show less

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  Sonic automotive

  Aug 2018 - now

  Possessing specialist knowledge of operating systems, devices, applications and softwareProviding technical support to teams within the organisation, and to external clients when requiredAssisting with systems integrationsManaging ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to dateMaintaining and updating technical documents and proceduresIdentifying and resolving technical issuesManaging coordination at a local and international level where requiredDelivering regular and customized training to teams within the businessPreparing maintenance plans and upgrading schedules for the organisation’s systemsDeveloping reports for teams across the business Show less

  • Application Support Specialist

    Jan 2018 - now

  • Application Support Analyst

    Sept 2018 - Mar 2019

  • Senior Application Support Analyst

    Aug 2018 - Mar 2019
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  G&g outfitters

  Dec 2018 - now

  I.t. support specialist

  To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications. To assist all our users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary. To accurately record, update and document requests using the IT service desk system. To install and configure new IT equipment. To resolve incidents and upgrade different types of software and hardware To resolve incidents with printers, copiers and scanners To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the company. Show less

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  Unitedsupply company

  Jul 2019 - now

  Senior desktop support/asst. network engineer
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  United supply company

  Jul 2019 - now

  Provides the second level of support to end users by handling service requests that have been escalated by lower tiers. Support will be provided onsite, remotely, over the phone, or via email. They will be required to develop solutions for network, desktop, and server problems. They will have the ability to analyze existing systems and make proactive recommendations for improvements. Develops, maintains, and implements all systems, applications, and networking configurations.Assists with establishing networking environment by installing, configuring, testing and documenting the equipment/network systems according to the design and specifications.Assists with day-to-day networking tasks to ensure network reliability, availability and serviceability within minimal interruption.Provides technical support, responds to work orders and tickets from the users, analyzes and solves reported network problems.Assists with configuring firewall security settings to access permissions groups for individuals and sets up provisions for incoming data.Assists with network technology upgrade or expansion projects, including installation of hardware, software and integration testing, as well as coordinating these activities without disturbing function of other systems.Assists with producing documentation for installation, network topology, and troubleshooting of communications hardware or software. Show less

  • Information Systems Manager

    Mar 2022 - now

  • Desktop Support Technician/Assistant Network Engineer

    Jul 2019 - Jun 2022