Summary
Overview
Work History
Education
Skills
Websites
Activities
Timeline
Generic

Chenika Torney

Summary

To obtain the great opportunity with a great company, I am efficient with various software applications and reporting capabilities, for asset management and Microsoft Office products like Word, Excel, PowerPoint, and Outlook, as well as five years' experience providing asset management and Tier 1 support. Which includes hardware procurement will be utilized in effectively maintaining database records of desktop computers, laptops, and printers, as well as organizing and categorizing IT assets. Focused Help Desk Analyst with 8 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts. Competent Help Desk Analyst with expertise in prioritizing multiple tasks while providing quality technical assistance. Well-rounded system administrator with an interest in consistently learning new skills. Willing to travel to resolve technical support issues off-site.

Overview

8
8
years of professional experience

Work History

Help Desk Support

Ellumen
04.2023 - Current
  • Resolve customers' administrative and technical problems according to their administrative rights via voice, written, or remote-control activities
  • Document Service Desk trouble calls as trouble tickets
  • Track all open support tickets to resolution
  • Provide research and analysis of systems problems, and coordinate with the technical support staff to document findings and events
  • Deliver trouble ticket log with trend analysis in clear, concise narrative and visual format monthly with the Monthly Report.
  • Used ticketing systems to manage and process support actions and requests.
  • Logged support tickets and closed when issues were resolved.
  • Password Reset
  • unlock accounts
  • Get account approvals for JPATS, RMS, and REL
  • Host JPATS training demos
  • Help user fix training course issues
  • Return and help fix timesheets in the NDMS System
  • Assign organization and policies to customers accounts


Help Desk Support Technician I

Rackner Solutions
04.2023 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Identifies, researches, and resolves customer issues
  • Act as a primary interface to customers for support issues
  • Performs escalation procedures
  • Properly assigns customer tickets priority using impact and urgency and product categorization classification
  • Perform password resets for customers on applicable systems
  • Collect information from callers and ensure that tickets are promptly and accurately documented in ticketing system
  • Utilize the Cherwell ticketing system for knowledgebase to guide callers through resolution of reported issues
  • Properly assign tickets not resolved to the appropriate support organizations
  • Operate within the Customer Service Center phone, email, and chat tools to provides support
  • Answers incoming calls via New Voice Media, works received email tickets, and process requests received via HSIN chat tool
  • Creates and updates tickets for all calls, email, and chat requests handled
  • Creates and updates Knowledge Management documents as needed for HSIN program use
  • Reviews existing documents for currency
  • Provides feedback and suggestions to management for improvements with HSIN Service Desk.
  • Walked individuals through basic troubleshooting tasks.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.

NOC Technician

Connectria
04.2023 - 07.2023
  • Monitors customer environments using multiple enterprise monitoring tools, including SolarWinds and CCSS for iSeries
  • Completes scheduled daily tasks, thoroughly and completely
  • Communicates with customers and engineers; Interacts with customers to provide and process information in response to inquiries, concerns, and requests
  • Research required information using available resources
  • Follows standard processes and procedures
  • Identifies and escalates priority issues per Client specifications
  • Redirects problems to appropriate resource and thoroughly documents all aspects of daily activities.
  • Installed cabling, wireless routers and telephone systems for data communications networks.
  • Troubleshot hardware and software to determine and rectify network problems.
  • Diagnosed and resolved hardware, software and network problems and replaced defective components.
  • Maintained thorough understanding of local area and wide area networking and components.
  • Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
  • Configured and maintained network backup and recovery procedures.
  • Performed necessary maintenance to support network availability.
  • Assigned application access, security roles and permissions.

SOC Systems Support Specialist

LRS Consulting Services
12.2022 - 05.2023
  • Provide production support for Enterprise Monitoring Applications
  • Perform Normal, E-Change and Smoke testing requests
  • Perform daily tasks via the different Enterprise Monitoring applications and systems such as: SolarWinds, Netcool, WebTop, Moog soft Enterprise, App Dynamics, and Simple (monitoring tools used)
  • Work with customers and other support teams to co-ordinate and facilitate incident triage and timely resolution of production issues
  • Perform bridges and coordinate incident resolution with infrastructure and application support groups and implement changes to prevent problem recurrence
  • Identify problems and correct them as soon as possible to restore full service
  • Maintain Cherwell incident tickets and service requests cases in a timely and efficient manner
  • Monitor email inbox for any change request or technical issues
  • Manage and escalate issues according to TOP process ID in Moog soft and follow proper procedures.

Help Desk Technician I

Validatek
10.2019 - 04.2023
  • Identifies, researches, and resolves customer issues
  • Act as a primary interface to customers for support issues
  • Performs escalation procedures
  • Properly assigns customer tickets priority using impact and urgency and product categorization classification
  • Perform password resets for customers on applicable systems
  • Collect information from callers and ensure that tickets are promptly and accurately documented in ticketing system
  • Utilize the Cherwell ticketing system for knowledgebase to guide callers through resolution of reported issues
  • Properly assign tickets not resolved to the appropriate support organizations
  • Operate within the Customer Service Center phone, email, and chat tools to provides support
  • Answers incoming calls via New Voice Media, works received email tickets, and process requests received via HSIN chat tool
  • Creates and updates tickets for all calls, email, and chat requests handled
  • Creates and updates Knowledge Management documents as needed for HSIN program use
  • Reviews existing documents for currency
  • Provides feedback and suggestions to management for improvements with HSIN Service Desk.
  • Walked individuals through basic troubleshooting tasks.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.

Help Desk Analysis I

Excell
07.2022 - 12.2022
  • Coordinating the desktop support tickets for internal desktop team
  • Performing repetitive data entry and ticket coordination for the internal desktop support team
  • Supporting the internal request team
  • Using ServiceNow as ticketing system, to input Inc and requests tickets
  • Taking tickets from the que and answering phones.

Senior Business Execution Administrator

Apex Systems/Wells Fargo
09.2021 - 03.2022
  • Planning and executing a variety of programs, services and initiatives to support the Wells Fargo community
  • Interact with technology and security project teams to support enterprise access control
  • Daily interaction with employees, contractors, guests, and partners to provide overall badge and access support
  • Work with our Audit and Compliance teams to assist on regulatory requirements
  • Process improvement and redesign, change management initiatives and/or general program oversight
  • Responsible for the integration and implementation of programs and services, initiatives with cross functional business partners
  • Develop metrics, tracks and evaluate performance of programs, services and initiatives
  • Provide regular reporting, both pre-designed and ad hoc, from multiple data sources and develop critical analyses of our customer's software strategies and entitlement positions
  • Develop, implement, and refine software asset management policies, processes and procedures
  • Contribute to software process improvements and automation
  • Assist Customer in processing software license requests
  • Closely interact with Service Delivery Managers, Supplier Management and further parties to ensure high quality of Software Asset management processes
  • Provide regular reporting, both pre-designed and ad hoc, from multiple data sources and develop critical analyses of our customer's software strategies and entitlement positions
  • Ensures plans and programs adhere to appropriate policies, guidelines, and regulations
  • Collaborate and strategize with colleagues and leadership to plan and execute a variety of Corporate Security initiatives
  • Participate, develop, and provide consulting and support for projects and initiatives with low to moderate risk to identify and mitigate operational risk in business activities
  • Collaborates with the Security Support Team, consultants, and analysts in the integration and implementation of programs, services, and business initiatives with cross functional business partners
  • Various other administrative tasks as assigned: Approve Contractor and Vendor badges in the Guardian System
  • Resolve problem tickets in PAC2000 or Service Now System
  • Attend daily SAM's Meetings
  • Print and mail badges.

Help Desk Specialist

Kelly Government Solutions
12.2020 - 01.2021
  • Provide first-tier, technical support & problem-solving management to end users on issues of computer operations, including installations, setup, error messages and application use
  • Identify research and resolve technical problems in a Windows 7/Windows 10 environment
  • Document and track requests for assistance and escalate unresolved issues to higher level support in accordance with established policies and procedures
  • Assist Customers with MS Office 2010/2013/2016 Applications, Internet Explorer and Outlook
  • Help Customers in troubleshooting Windows 7 and Windows 10, Citrix, VPN, Smartcards and Remote access
  • Assist Customers with HP and Dell laptop and desktop computers, along with a variety of peripheral support
  • Manage Active Directory user, group and computer accounts
  • Help Customers in installation and support of PC hardware and peripherals, such as HP printers
  • Provide assistant with networking technologies and protocols such as IP addressing, DNS, DHCP, and VPN client configuration
  • Provide support to Android, iPhone and Blackberry Operating Systems
  • Assist with SharePoint 2010 & 2012 applications
  • Trouble shoot Cisco and Juniper issues
  • Provide Remote trouble shooting to customers
  • Help Customers in resetting smart card pins
  • Assist customers in setting up Active Directory security questions/password resets
  • Assist with adding customers to security groups via Active Directory.

Call Center Rep

Agensys Corporation
10.2018 - 11.2018
  • Receive and respond to help desk calls relating to: Document actions taken in the incident tracking system and give customer guidance to prevent reoccurrences of the problems within FEMA's fixed facilities and disaster support center
  • Incidents that are not resolved are forwarded to L2 or appropriate functional group for resolution
  • Provide password and Pin resets
  • Help disaster assistance user in creating user accounts.

Help Desk technician

Directviz
05.2017 - 07.2018
  • Answer Help Desk phones and provide Tier I support to users on a variety of issues
  • Responds to telephone calls, email and personnel requests for technical support
  • Documents, tracks, and monitors the problem to ensure a timely resolution
  • Possess strong customer service and communications skills
  • Handle heavy call volume
  • Experience using Microsoft Office tools
  • Windows Operating Systems
  • Strong customer service and strong communication skills (both written and verbal)
  • Excellent interpersonal skills, especially ability to listen and understand what is being described
  • Working knowledge of Remedy ticket system; creating, updating and closing tickets
  • Experience with computer terms and customer service operations.

Call Center Rep

Agensys Corporation
11.2017 - 03.2018
  • Receive and respond to help desk calls relating to: Document actions taken in the incident tracking system and give customer guidance to prevent reoccurrences of the problems within FEMA's fixed facilities and disaster support center
  • Incidents that are not resolved are forwarded to L2 or appropriate functional group for resolution
  • Provide password and Pin resets
  • Help disaster assistance user in creating user accounts.

Help Desk Specialist

K-Force/DMI
02.2017 - 05.2017
  • Answer Help Desk phones and provide Tier I support to users on a variety of issues
  • Responds to telephone calls, email and personnel requests for technical support
  • Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
  • Documents, tracks, and monitors the problem to ensure a timely resolution
  • Possess strong customer service and communications skills
  • Handle heavy call volume
  • Experience using Microsoft Office tools
  • Windows Operating Systems
  • Strong customer service and strong communication skills (both written and verbal)
  • Excellent interpersonal skills, especially ability to listen and understand what is being described
  • Working knowledge of Remedy ticket system; creating, updating and closing ticket
  • Experience with computer terms and customer service operations
  • Password reset for the GO system
  • Work station exclusions
  • Data transfers classified and unclassified
  • Document Transfers Classified and unclassified
  • Unlock accounts
  • Enable Disabled accounts
  • Verify that customers have taken their cyber awareness training to enable account.

Application Support, Service Desk

Integral Consulting Services
09.2016 - 10.2016
  • Work as part of the Application Support Desk team responsible for Tier 1 through Tier 2 support
  • Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include password resets, questions on the application's functionality, basic user training, role-based access and processing and/or completing access requests
  • Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction
  • Support multiple applications in a Help Desk/Call Center Environment
  • Requires good written and communication skills in order to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence
  • Enter, monitor, and update help desk tickets in the call tracking system to track progress and resolution of customer issues.

Help Desk Support Technician

Apex Systems
03.2016 - 09.2016
  • Answer calls coming into the Tier 1 Help Desk by the third ring
  • Create a customer incident in Remedy, the call tracking software for every call answered
  • Coordinate with team to ensure rapid response times and follow-up with customers
  • Ensure that all VIP calls are responded to immediately
  • Develop professional working relationship with customer to better understand business needs
  • Process customer orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction
  • Provide technical support to end users on a variety of issues
  • Identify, research, and resolve technical problems
  • Respond to telephone calls, email and personnel requests for technical support
  • Document, track and monitor the problem to ensure a timely resolution.

Education

Medical Administrative Assisting Diploma -

Everest College
Vienna, VA
02.2013

High School Diploma -

Southern High School
Harwood, ND
08.2005

Skills

  • Excellent customer service and communication skills
  • Experience in Remedy, Service Now, Solar Winds, AWS, Heat, and Footprints ticketing system
  • Provide Access Management/ End User Support
  • Monitor Tickets/Alerts
  • Provide first call resolutions
  • Document Transfers
  • Data Transfers
  • Provide workstation exclusions
  • Superb communication skills, verbal and written
  • Strong attention to detail and proficient at running and handling office equipment
  • Good filing, charting, documenting and organizational skills
  • Experience with Active Directory
  • Proficient computer skills in MS Word, PowerPoint, Excel
  • Password resets
  • Account enabling
  • Trouble shoot outlook issues dealing with email accounts
  • Transfer issues to Tier II and III
  • Customer Support
  • [Language] Fluency
  • Technical Documents Comprehension
  • Proficient in Mac and PC Systems
  • Hardware Diagnostics
  • Onboarding
  • Software Diagnosis
  • Application Installations
  • Remote Support Management
  • Technical Support
  • Communicating With Clients
  • Logging Support Tickets
  • Hardware Upgrades
  • Proficient in [Software]
  • Application Support
  • Help Desk Software
  • Technical Issues Analysis
  • Desktop Support
  • Report Preparation
  • User Training
  • Customer Service
  • Supply Management
  • User Support
  • Incident Management
  • Incoming Call Management
  • Customer Needs Assessment
  • Help Desk Support
  • Online Chat Support
  • Technical Documentation
  • Account Administration
  • Technical Troubleshooting
  • Creative Issue Resolution
  • Customer Communication and Empathy
  • Hardware and Software Repair
  • Call Center Operations
  • Software Patches
  • Software Upgrades
  • Employee Computer Support

Activities

  • Security + (In Progress) (self-study will be taking exam on)
  • Active DOD Secret Clearance

Timeline

Help Desk Support

Ellumen
04.2023 - Current

Help Desk Support Technician I

Rackner Solutions
04.2023 - Current

NOC Technician

Connectria
04.2023 - 07.2023

SOC Systems Support Specialist

LRS Consulting Services
12.2022 - 05.2023

Help Desk Analysis I

Excell
07.2022 - 12.2022

Senior Business Execution Administrator

Apex Systems/Wells Fargo
09.2021 - 03.2022

Help Desk Specialist

Kelly Government Solutions
12.2020 - 01.2021

Help Desk Technician I

Validatek
10.2019 - 04.2023

Call Center Rep

Agensys Corporation
10.2018 - 11.2018

Call Center Rep

Agensys Corporation
11.2017 - 03.2018

Help Desk technician

Directviz
05.2017 - 07.2018

Help Desk Specialist

K-Force/DMI
02.2017 - 05.2017

Application Support, Service Desk

Integral Consulting Services
09.2016 - 10.2016

Help Desk Support Technician

Apex Systems
03.2016 - 09.2016

Medical Administrative Assisting Diploma -

Everest College

High School Diploma -

Southern High School

Similar Profiles

CREATE PROFILE
Chenika Torney