Adrienne Evans
Active DoD Clearance
Temple Hills,MD
Summary
I have Tenure years experience as an Helpdesk Specialist. I bring a strong knowledge of customer service support. I'm reliable and dedicated when working alone or as part of team. I'm hardworking, devoted, detailed oriented employee with the skills for multitasking and time management abilities.
Overview
23
23
years of professional experience
Work History
Professional Support
SAIC
Springfield, VA
04.2021 - Current
- I create and enter staff account information within the SharePoint myServices portal for eCountry Clearance for travel
- I reply to our vendors via email and TEAMS pertaining to new quotes request, follow-up quote request and shipment deliveries
- I create shipment cables for our Foreign Service Institute (FSI) via SMART Center website
- I maintain and update our eCC Travel status spreadsheet for multiple FSI sites
- I provide a status update to our customers regarding their merchandise quote request
- I provide management and colleagues of anomalies throughout the day
- I provide the vendor with an outstanding quote request daily.
Help Desk Specialist (VG01333, VG01334, VG01335)
SAIC
Springfield, VA
09.2019 - 04.2021
- Responded to and diagnoses problems through email or discussion with users
- Provided responsive remediation support to post end users on a variety of issues
- Ensured a timely process through which problems are controlled
- Includes problem recognition, research, isolation, resolution, and follow-up steps
- Identified, researched, and resolved technical problems
- Responded to telephone calls, email, and personnel requests for technical support
- Documented, tracked, and monitored the problem to ensure a timely resolution using DOS REMEDY application
- Provided second-tier support to end users for ICT applications or hardware
- Simulated or recreated user problems to resolve operating difficulties
- Assisted with providing recommendations for systems modifications to reduce user problems.
Security Officer (Overnight Part-time)
Swanson Security Services
Odenton, MD
02.2016 - 01.2020
- Ensured that the area I patrolled was safe and secure and reported all incidents in a timely manner to management and in-coming personnel
- Provided 24x7 security while monitoring TV security camara’s
- Updated and maintained the security logbook and briefed the in-coming shift
- I worked independently on the graveyard shift (weekends only)
- Answered and logged all calls from Stanley Security pertaining to alerts and telephone outages.
SharePoint Customer Support Analyst
Buchanan & Edwards
Washington, DC
09.2016 - 09.2019
- Provided end-user support for SharePoint 2010 environment
- Provided user support regarding SharePoint functionality in a multi-Server environment
- Provided Customer support for all SharePoint sites supported by SIO
- Provided 24x7 helpdesk support
- Supported DOS- 0365 Off Premises
- Troubleshooted SharePoint Online sites via OpenNet and ClassNet
- Provided instructional guidance to user queries regarding SharePoint functionality
- Investigated and diagnose to resolve incidents/services requests and escalate when additional resources are required to meet agreed resolution timeframes
- Updated and provided status resolutions for the closure of the Remedy tickets.
Clinical Support Informatics Specialist
BEAT, LLC
Bethesda, MD
05.2016 - 09.2016
- While working on the clinical helpdesk, my mission was to provide 100% customer service support to our walk-in customers
- Unlocked or changed the user’s username or password for Armed Forces Health Longitudinal Technology Application (AHLTA)
- Unlocked or changed the user’s username or password for Composite Health Care System (CHCS)
- Unlocked and changed passwords for Essentris
- Created and updated new accounts for walk-in Physicians, Nurses, Corpsman’s, Interns, Residents and Civilian personnel
- Worked independently alone on the weekend shift
- Mapped the customers to their primary site Clinic within CHCS for inpatients
- Provided roles in AHLTA with Joint Legacy Viewer (JLV) for outpatients
- Assigned CHCS permission Keys for job functionality
- Opened, updated, and resolved tickets using LANDESK.
DEE Migration Support
PNC Strategies
Quantico, VA
04.2106 - 05.2016
- Provided email migration assistance to customers migrating their DSS email to their DISA Enterprise Email
- Walked customers through the process of setting up their Milconnect Profile
- Assisted the customers with activating their Personal Identity Verification (PIV) and modifying their Java setting
- Aided users with configuring their Mail Profile, moving their contacts and calendars
- Provided the customers with activating their Blackberry Classic SIM.
Software Analyst II
Dynamic Technology Inc.
Alexandria, VA
06.2015 - 10.2015
- Test Team Leads were assigned to an application
- The Test Team Lead is engaged in the total development process from requirement establishment and software development to delivery and deployment into the Production environment
- Devise a test plan to implement for all phases of testing until the rollout for the customer usage
- Electronic Physical Evaluation Board (ePEB), Publishing Records & Tracking Application (PRTA), MyForms – Forms Content Manager Program (FCMP), Electronic Disability Evaluation System (eDES) and Electronic Physical Evaluation Board (ePEB)
- Aided with the development of the Army Knowledge Online (AKO) Face home page
- Informed the appropriate teams when applications were down
- Test and communicate the findings to the developer and any other delegates as requested in each environment (development, staging and production) within a timely manner
- Generated and distributed status reports weekly
- Convey test team results within (3) days, depending on the complexity of the test, it may take longer
- Updated SharePoint with status and resolutions
- Preformed after hour testing for an assigned Application and provided detailed information of my finding to the other test team members and engineers.
Assistant Helpdesk Manager
Dynamic Technology System Inc.
Fort Belvoir, VA
09.2012 - 06.2015
- Provided 24x7 Tier II customer support with opening, saving, signing and routing their forms within the Army Knowledge Online (AKO) Forms Portal
- Walked customers through the process of installing Lotus Form Viewer, Approveit and eSign software on their work and home computers
- Worked 100% remote from home 2 ½ years
- Created, updated and managed ticking system using Remedy
- Worked independently alone on my shift
- Provided independent judgment when prioritizing my work when assisting the customer
- Replied to emails, voicemails, and phone requests
- Accessed the Army Knowledge Online (AKO) website through Citrix Environment or VPN
- Supported the customer with the Army Knowledge Online (AKO) web-based enterprise information services to the United States Army, Joint, and Department of Defense customers
- Generated and distributed status reports daily via email
- Supported customers using Microsoft Office 2007/2010, Window 7, Vista and XP
- Updated SharePoint with status and resolutions.
Helpdesk Support Specialist
Anglicotech, LLC
Stafford, VA
04.2012 - 09.2012
- Provided 24x7 Tier II customer support for GCSS-Marine Corp with the forms pertaining to uniforms and equipment found within the GCSS database
- Prioritized, created, updated, routed, resolved, and closed Remedy tickets
- Generated and distributed daily shift log reports
- Created, updated, and managed ticking system using Remedy
- Provided independent judgment when prioritizing my work when assisting the customer
- Provided Upper Management with daily issues, unscheduled maintenance or outages
- Supported customers using Windows 7 and Microsoft Office 2010
- Ensured proper reporting and turnover between shifts.
Help Desk Support Specialist
Enterprise Information Management
Fort Belvoir, VA
08.2010 - 02.2012
- Provided Tier II customer support with opening, saving, signing and routing their forms within the Army Knowledge Online Forms Portal
- Instructed customers with installing Lotus Form Viewer, eSign and Approveit software on their work and home computers
- Created, updated, and managed ticking system using Remedy
- Prioritized, created, updated, routed, resolved, and closed Remedy tickets
- Replied to emails, voicemails, and telephone requests
- Supported the customer with the Army Knowledge Online (AKO) web-based enterprise information services to the United States Army, joint, and Department of Defense customers
- Reported major issues to onsite government officials
- Generated daily email status report
- Escalated issues to a Tier 3 helpdesk if issues were not resolved
- Provided support to other ongoing projects when needed
- Supported customers using Microsoft Office 2007and 2010, Window 7, Vista and XP.
Helpdesk Support Specialist
Technical and Management Resources Inc.
Rockville, MD
04.2001 - 04.2009
- Provided 24x7 Tier II customer support for over 125,000 customers
- Supported customers from FBI, DEA, USMS, ATF, OJP, CRM, BOP and US Courts etc
- Contacted customers for notification, resolution, and follow-up on all problems
- Trained new employees
- Managed and maintained employee vacation calendar for DOJ work site
- Supported customers using Microsoft Windows 2003
- Maintained and updated the helpdesk SOP
- Worked independently alone on my shift
- Uploaded documents to the SharePoint page
- Monitored specific processes to ensure they are running on the production and backup systems
- Answered incoming phone calls and performed level 1 & 2 troubleshooting with the customers
- Ensured proper reporting and turnover between shifts
- Rotated server back-up tapes to send off site to Iron Mountain
- Query specific new websites for articles pertaining to DOJ and forward to management
- Monitored the DOJ Web page for content purity
- Monitored Cisco routers and switches for connectivity using HP Openview
- Performed emergency web pushes during off hours for the web content team
- Monitored Internal/External network connectivity to DOJ and report anomalies
- Monitored server applications, CPU utilization and file size via Big Brother
- Monitored AIX applications via BMC Patrol and reported anomalies
- Opened, updated, resolved and closed out Remedy tickets for the operation center
- Logged all shift activities, alerts, reset, and unlocked passwords for certain clients.
Education
High School Diploma -
McKinley High School
District Of Columbia06-1986
Skills
- Report Generation
- Strong Organization
- Meeting facilitation
- Microsoft Office
- Clerical Support
- Opening and closing procedures
- Support Services
- Software Installation
- Performance Testing
- User Support
- Technical Support
- CCTV Monitoring
Clearance
Active DoD Clearance
Timeline
DEE Migration Support
PNC Strategies
04.2106 - 05.2016
Professional Support
SAIC
04.2021 - Current
Help Desk Specialist (VG01333, VG01334, VG01335)
SAIC
09.2019 - 04.2021
SharePoint Customer Support Analyst
Buchanan & Edwards
09.2016 - 09.2019
Clinical Support Informatics Specialist
BEAT, LLC
05.2016 - 09.2016
Security Officer (Overnight Part-time)
Swanson Security Services
02.2016 - 01.2020
Software Analyst II
Dynamic Technology Inc.
06.2015 - 10.2015
Assistant Helpdesk Manager
Dynamic Technology System Inc.
09.2012 - 06.2015
Helpdesk Support Specialist
Anglicotech, LLC
04.2012 - 09.2012
Help Desk Support Specialist
Enterprise Information Management
08.2010 - 02.2012
Helpdesk Support Specialist
Technical and Management Resources Inc.
04.2001 - 04.2009
High School Diploma -
McKinley High School