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Click here or scroll down to respond to this candidateCandidate's Name
Great Falls, VA PHONE NUMBER AVAILABLE EMAIL AVAILABLE LinkedIn URLService desk technicianHelpdesk Management / Technical Support / Solution DesignDedicated professional showcasing 16+ years of providing exceptional technical support for high-profile companies like Robert Half and AT&T. Acts as a subject matter expert surrounding troubleshooting, system administration, information security, equipment setup, imaging, and escalated issue resolution. Builds strong relationships with clients to ensure quality service delivery and effective collaboration across IT projects. Employs creative solutions to improve IT functions, elevate end-user satisfaction scores, and exceed all expectations in extremely demanding workplaces.Selected Highlights:Reduced required work hours for Loudoun County (via Robert Half) IT services after refining methods to troubleshoot email, hardware, and phone/mobile system issues.Provided timely troubleshooting for server connectivity issues and acted as a subject matter expert when addressing escalated problems, including handling cloud-related issues.Ensured top-tier technical support for the DHS (via AT&T) and maintained strict standards compliance.Core CompetenciesTechnical Support / Hardware & Software Troubleshooting / Helpdesk Management / Reporting / AnalysisIT Service Delivery / System Administration / Cloud Services / Team Collaboration / Communication / EscalationsProfessional ExperienceRobert Half Technology 2021 PresentService Desk Analyst (Loudoun County)Ensured optimal system administration while utilizing Active Directory, Exchange, and other software.Decreased required work hours after refining methods to troubleshoot email, hardware, and phone/mobile system issues, ranking among the top of all staff.Gained an in-depth understanding of Windows Server 2003, 2008, and 2012 to improve overall service, including performing time-sensitive software installs.Troubleshot server connectivity issues and provided subject matter expertise on escalated problems. Increased knowledge of Microsoft Azure and cloud technologies.Setup shared drives, fixed printer issues, and earned a reputation for the ability to address Win 10 problems.Standardized the handling of security problems, including decreasing response times for clearing viruses and other malware-related issues. Recommended changes to increase patching cadence.Thrived in a team environment and trained new staff on technology concepts.Troubleshoot Citrix-related issues to achieve total client satisfaction under heavy workloads. Sought to deliver onsite support for key hardware and software.Apex Systems 2019 2020End User Support Technician (DHS HQ)Troubleshoot desktops, laptops, and other hardware/software, achieving strict compliance with government policies and regulations. Provided valued support to high-level IT implementations.Chosen to set up new user IT equipment and authored a handbook to convey best practices.AT&T 2019System Engineer (DHS ICE Division)Troubleshoot switches, printers, network issues, and all other relevant system/IT functions, using best practices to increase end-user satisfaction scores.Worked with Bomgar to remote to users machines to troubleshoot the issuesMaintained strong knowledge of proprietary systems, including processing stations for the ICE ERO division.Additional Experience: Contractor, MissionSideLLC, 2017 2018 / Help Desk Analyst, Hilltop Consultants, 2016 / IT Support, Sumatech Consulting, 2010 2015 / IT Support, IBTCI-IT, 2011 2013EducationITT Technical Institute-Chantilly: BS (Candidate), Network and System AdministrationAdditional Education: CompTIA Security+Additional CredentialsTechnical Skills: LogMeIn, SCCM ticket system, SCCM Remote Tool, Server 2008, Server 2012, Office 365, Linux, Windows Vista/XP/7/10/11, ConnectWise, HTML, CSS, Active Directory, Exchange, Intermedia Hosted Exchange, Mac OSX, HTML, CSS, WordPress, ServiceNow Ticket systems |
