Tier II support technician

• Sep 2023 - Present

Provides second-tier support to end-users on a variety of technical issues • Identifies, researches, and resolves technical problems promptly and effectively • Responds to telephone calls, emails, and personnel requests for technical support • Provides exceptional customer service, addressing user concerns and issues professionally • Has experience with ServiceNow or similar ticketing systems • Applies strong problem-solving skills in IT support and understands the relationships between hardware and software applications • Serves as a System Administrator in Tier II Support • Installs standard FDA images, encryption software, and software updates • Knowledgeable in basic PC troubleshooting for Windows OS and common software applications • Provides strong customer service with keen attention to detail • Resolves IT support problems, addressing hardware and software issues, including Windows 7, Windows 10, Microsoft Office applications, iPhone and Android devices, and local and network printers • Serves as the initial point of contact for troubleshooting hardware and software problems, including PC and computer peripheral issues Show less

Desktop Support Specialist

• Apr 2023 - Present

Material Handler

• Apr 2023 - Sep 2023

• Job role-System Administrator• Official FDA System Name- Tier II Support• Gained public trust clearance• Updating SERVICENOW status• Provide COR and PMT confirmation email of equipment received Preparing equipment for delivery• Monitoring the OIMT RDC and OIMT WORDC SERVICENOW queues• Installing the appropriate standard FDA image, full encryption software, and verifying all current patches for image have been installed• Installing all applicable software when needed, Delivering and/or shipment of equipment• Schedules and processes surplus equipment request • Obtaining the delivery receipt/packing list, verifying and signing for deliveries Show less