Experience

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  DK Consulting, LLC

  • Baltimore, MD

  • System Support/Help Desk Specialist

    • May 2012 - Present
    • Baltimore, MD

    Help Desk Specialist reponsible to support incoming call and emails for DHR. There are about 12,000 users all over the City and County. ,

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  SAIC

  • Help Desk Specialist III

    • Aug 2009 - Oct 2011

    Under direct supervision of the Help Desk Team Leads and the Help Desk Manager, I am able to respond to all PC and network issues that are escalated from any Help Desk team member or manager/lead-or from other ticket creators. I am able to display senior level knowledge of PC and networking troubleshooting ability. The ability to quickly communicate and comprehend customer’s needs is critical to this position. I am familiar with the ticketing system and problem management processes. The ability to listen, isolate, research, resolve(or escalate), and follow up on issues is essential.

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  Strategic Resources

  • Help Desk tier I & II

    • May 2007 - Aug 2009

    Working at Walter Reed Army Center, I performed Help Desk Tier 1 support, receiving calls for pc support and network, escalating calls from help desk level 1 to level 2 and 3. I Trouble shooting pc and network problems. Experience with the Unicenter Desktop Server Management System. Problem solved through help desk ticket system. Have an ability to communicate effectively both written and orally.