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Work Background
ServiceSourceHelp Desk Specialist (Computer Operator IV)
Sep. 2017 - Jun. 2023Fort Eustis, VA• Supported the Army Training Help Desk’s Enterprise Management System (EMS), Blackboard, and Joint Knowledge Online (JKO), ensuring operational efficiency in a high-demand, 24/7/365 call center. (Earned the 2019 Regional ServiceSource Excellence Award for exceptional customer satisfaction and operational excellence). • Delivered exceptional customer support via phone and web platforms, providing technical troubleshooting and resolving over 90% of inquiries on first contact using Oracle Service Cloud. Achieved consistently high monthly and annual reviews for superior service quality and attention to detail. • Led a team of up to 10 staff as a supervisor-in-training, mentoring new agents on call center procedures and security protocols. Drove team performance, surpassing operational metrics while maintaining high-quality support services.
Bell Techlogix, Inc.Desktop Support Engineer
Oct. 2015 - Feb. 2017Newport News, VA• Migrated client data and deployed custom operating systems, installing and configuring AutoDesk, Adobe Cloud, and Microsoft Office while adhering to security protocols. Reduced deployment times by 20% and setup times by 50%, improving device performance and user experience. • Configured software and managed user accounts via Active Directory, creating and editing Group Policy Objects (GPOs) to ensure policy compliance. Reduced access-related support tickets by 40% and enhanced system security through efficient account management. • Provided remote and deskside support for hardware, software, and application issues, troubleshooting complex problems and training users on device and software use. Cut issue resolution times and reduced recurring support requests by 15% through effective troubleshooting and training.
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