Service Desk Analyst - Small Business Administration – Patriot LLC
(2024-04)
- Deliver Tier 1 and IT support to federal government clients by diagnosing and resolving issues related to hardware, software, networking, and applications.
- Process and fulfill requests and incidents in ServiceNow while keeping appropriate records for each request.
- Provide support to Windows 10/11 OS and the MS Office 365 Suite. Provide support for contracted remote users.
- Provide support for password resets and account access issues and other support and administration tasks as needed.
- Resolve issues related to networking and troubleshoot using TCP/IP, DNS, DHCP, and VPN.
- Provide support for AWS and MS Azure.
- Monitor systems and services to identify issues, providing timely and clear communications to appropriate teams.
- Identify issues that require incident response and provide clear communications to appropriate teams and/or tools for documentation and reporting.
- Provide excellent customer support by resolving issues and/or providing clear explanations of technical issues that are user friendly.
Service Desk Analyst - Customs Boarder protection- Patriot LLC
(2023-03 - 2024-04)
- Provided remote First Level support for issues related to IT hardware, software, and networking.
- Analyzed and provided solutions for issues related to desktop and laptop PCs, printers, scanners, and other peripherals
- Created, updated, and closed incident tickets for levels 1-3 on the ServiceNow platform
- Provided support for end-user software installations, account log in issues, account password resets, and other system related issues
- Processed service requests and documented support provided and escalated issues to the next tier of support
- Adhered to and supported the IT department's operating process and support service's compliance with Federal security guidelines.
Intake Data Specialist - SBTS Group - Washington DC
(2021-05 - 2023-03)
- Oversaw the intake and quality assurance of data validation for Department of Health initiatives.
- Analyzed data to identify discrepancies and rectified errors by eliminating data duplication and ensuring data integrity.
- Partnered with project management teams to help meet reporting and operational needs.
- Supplied quality customer service and provided stakeholders with the correct and most relevant information.
Customer Service Representative - PNC Bank - Alexandria, VA
(2011-02 - 2013-12)
- Provided customer service and banking account support in a professional setting.
- Processed customer transactions in an accurate and timely manner.
- Guided customers with inquiries regarding banking products, services, and account(s).
- Maintained customer information and financial assets confidentiality by adhering to security policies.
