ETHALYCE UTLEY
Baltimore,MD
Overview
28
28
years of professional experience
3
3
Certifications
Work History
Senior Assistant Application Developer / Team Lead
Gainwell Technologies Inc
07.2023 - Current
- - Served as the first point of contact for customers seeking technical assistance via phone, virtual assistant, email or through ServiceNow incident tickets. - Perform remote troubleshooting through diagnostic techniques and asking the right questions. - Document events, problems and their resolutions in ServiceNow ticketing system. - Transfer unresolved issues to the next level support team(s)
- Follow-up with customer for status updates and input the information in the trouble ticket notes. - Perform Incident Management duties when needed (i.e
- Creating triage calls to find the root cause of an issue & concludes with the resolution to an issue). - Identify and suggest possible improvements on the daily procedures for ServiceDesk / HelpDesk. - Worked with various Video Streaming Platforms. - Collect feedback to determine patterns and issues so they can be resolved, identifying FAQs that can be provided for troubleshooting.
Team Lead/ Service Desk Level III
BCforward Technologies Inc
04.2022 - 07.2023
- - Assisted customers seeking technical assistance via email, virtual request, phone & ServiceNow incident tickets. - Perform remote and on-site troubleshooting through diagnostic techniques and asking pertinent questions. - Record events and problems and their resolution in ServiceNow incident tickets. - Determine the best solution based on the issue and details provided by customers. - Direct unresolved issues to the next level of support personnel
- Follow-up and update customer status and information. - Identify and suggest possible improvements on procedures. - Worked with various Video Streaming Platforms. - IT asset management, develop and maintain formal procedures for consistency and increased productivity.
Team Lead/ Help Desk Analyst III
Fiserv / Orion Innovation
09.2021 - 03.2022
- - Capture and document the details of issues reported and the troubleshooting steps taken to resolve problems or escalate to an appropriate team if unresolvable, by using the ticketing system (ServicePoint). - Tier 1 technical support includes, but is not limited to computer hardware and software issues, including direct and remote network connectivity, reported via phone, email and chat, mobile devices, including iPhone, and tablets, requested via phone, email and chat; administer active directory, mainframe, and other user accounts as applicable, provision RSA tokens as necessary; - Interact with peers and Tier 2/3 teams for knowledge sharing, research and updates working with Azure Active Directory, Amazon Workspace (AWS), PingID, HYPR, SecureID.
Helpdesk Team Lead/ Desk Technician (Tier 2/3)
Baltimore City Office of Information Technology / Trigyn Technologies Inc.
05.2019 - 01.2020
- - Worked within the call center providing support to customers via phone, email & walk-ins
- Provide remote assistance to ensure one-call issue resolution. - Maintain productivity and quality standards. - IT asset management, make recommendations to enhance the existing Call Center operations, acted as liaison between the customer and other departments and systems. - Conducted advanced troubleshooting of PC related issues, assisting with network related issues, installs, configures, and upgrades operating system and application software. - Provided support to the field technicians, developing, and coordinating user training programs and documenting all processes and procedures. - Oversee requests, incidents, and problems reported to the Help Desk. - Provide quality assurance support to the Manager to ensure that minimum performance requirements are met for service requests and incident management, including verification that issues are documented appropriately in tickets. - Perform ticket queue reviews to ensure all technicians are providing quality support as outlined by SOP and SLA guidelines. - Keep all team members equally knowledgeable in troubleshooting specific incidents. - Assist with the building of a knowledge base by managing the formulation of new documentation that describes technical fixes. - Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction. - Take a leadership role in tracking and managing technical issues under help desk scope. - Determine time estimates and schedule for work and resolve issues in a timely manner. - Identify and track issues, risks and action items.
Helpdesk Team Lead / Customer Service Rep
Baltimore City Public Schools HQ (BCPS)
07.2016 - 09.2018
- - Create help desk tickets using the HEAT ticketing system, resolve user issues (when possible). - Troubleshoot user issues. - Worked with Office 365. - Reset passwords for their LAN accounts, reset passwords for other applications that require passwords, connect users to their network drives / network printers, PC and software updates, and performed security patches. - IT asset management, greet customers/teachers. - Help parents with required information (when needed), like resetting their Campus Portal password. - Provide network folder rights and access to users. - Create / delete User accounts, create / delete specialized applications. - Assign tickets to tier 2/3 techs and create and update technical documents. - Oversee requests, incidents, and problems reported to the Help Desk. - Resolve issues that may arise between the techs & clients using MS Office 2013 /2016. - Worked on the migration from Windows 7 to Windows 10 operating system.
Fulfillment Associate
Amazon Fulfillment Center
05.2015 - 01.2016
- - Instructed to pick customer orders on all levels of a multi-level mezzanine. - Then pack and ship orders, and troubleshoot any problems to resolve the issue.
Help Desk Technician Clinical SME (Tier2/3) Team Lead
Walter Reed National Military Medical Center (WRNMMC) / BEPC Inc
07.2013 - 01.2014
- - Helps other helpdesk personnel understand the urgency of resolving key systems downtimes (AHLTA, CHCS, Essentris, ServiceNow & LAN/WAN) and helps prioritize tickets with healthcare delivery, clinical productivity, and patient care in mind, with an understanding of the clinical workflow and their dependencies upon the desktop operating environment including all major clinical applications. - Answered the help desk phone lines, creating help desk tickets using the UniCenter / Remedy ticketing system. - Troubleshoot user issues, security patching, reset passwords for their LAN accounts, Reset passwords for other applications that require passwords. - Connect users to their network drives / network printers, VMware, PC and software updates. - Worked on various desktop operating systems and other software being utilized at the WRNMMC campus including, but not limited to, SCCM, WSUS, Microsoft Active Directory, Windows XP, Vista, Windows 7, Office 2003 & 2010, security patching, work order tracking/ticketing system (ServiceNow). - IT asset management, working knowledge of workstation maintenance and support upon demonstrating the highest possible standards of customer support and produce maximum customer satisfaction in a Medical customer service and support in a large critical environment. - Support of the current work order tracking system and document all facets of customer support and maintain a resolution database and an asset management database. - Imaged Laptops/PCs with Ghost software.
Helpdesk Manager/Team Lead
Nuclear Research Commission (NRC)/ DanSources
08.2012 - 12.2012
- - Create help desk tickets using the UniCenter/Remedy/ServiceNow ticketing system, Resolve user issues (when possible). - Reset /update passwords for their LAN accounts, or other applications that require passwords. - Connect users to their network drives / network printers, PC, and software updates, greet customers. - Provide network folder rights and access to users. - Create / delete User accounts, create / delete specialized applications. - Assign tickets to tier 2/3 techs and create and update technical documents. - Thoroughly document, consistently audit, and regularly improve processes used by the Help Desk.
CHCS Help Desk Team Lead
Walter Reed Army Medical Center (WRAMC)/ SAIC
10.2006 - 09.2007
- - Create and solve trouble tickets using the UniCenter / Maximo ticketing system. - Troubleshoot Lab Instruments as needed, such as restarting the instruments to get them to synchronize. - Create LAN accounts via Active Directory, creates, unlock and change passwords for CHCS/AHLTA/CIS. - Operate and maintain computers and computer-related equipment, monitors system consoles, and performs operator preventive maintenance on peripheral equipment. - IT asset management, Imaged Laptops/PCs with Ghost software. - Handles simple troubleshooting and starts/updates/completes log entries concerning machine utilization, job reruns, and production work completed. - Monitor multiple systems and their interfaces within CHCS and AHLTA.
Helpdesk Manager
Maryland Transportation Authority (MDTA)/ Astor & Sanders / Dynamix Corp
09.2006 - 09.2007
- - Oversee the day-to-day requests, incidents, and problems reported to the Tier 1/2 Helpdesk Staff. - Create / delete User accounts, Create / delete specialized applications, Assign tickets to tier 1.2, & 3 techs and create and update technical documents. - Coordinate with other contractors regarding escalation of incidents to Tier 3 (triage when needed). - Ran reports that included: how many calls came into the Helpdesk, how long it took to answer calls, how many tickets got escalated, how many ticket were closed, how many tickets total collected for the week/month. - Manage and coordinate urgent and complicated support issues and act as an escalation point for requests and incidents. - Maturing phone/ticket escalation processes to improve free-flowing escalation and information within the organization. - Monitor and manage the phone queue (participate in escalated calls as needed). - Thoroughly document, consistently audit, and regularly improve processes used by the Helpdesk. - Collect feedback to determine patterns and issues so they can be resolved, identifying FAQs that can be provided for troubleshooting. - Train, coach, and mentor Service Desk and Remote Maintenance staff including career development. - Performed various installations and updates for various servers (Linux, SQL, Windows). - Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships. - Checks the log sheets of urgent technical issues to be addressed, addresses complicated support issues that need to be escalated by myself or my team. - Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs. - Build a qualified help desk team through innovative hiring and training techniques. - Handled the employee performance reviews & if the performance has not been met – then they are terminated. - Develop a customer care philosophy that ensures customer satisfaction. - Analyze help desk performance through various statistical and reporting methods using Maximo/LanDesk/ServiceNow. - IT asset management, Develop and maintain formal procedures (SOPs) for consistency and increased productivity. - Choose appropriate technology and other resources to maximize help desk effectiveness. - Answered the help desk phone lines, creating help desk tickets using the UniCenter / Maximo ticketing system.
Sr. Help Desk Analyst (Team Lead)
SSS/Quadrant Clinical Informatics (QCI)
11.2006 - 01.2007
- - Create and solve trouble tickets using the Altiris ticketing system. - Answered the help desk phone lines, creating help desk tickets using the UniCenter / LanDesk ticketing system. - Prepare PC builds using the Deployment Management Console, operate and maintain computers and computer-related equipment, security patching, and perform operator preventive maintenance on peripheral equipment such as printer and scanners. - Handles simple troubleshooting and starts/updates/completes log entries concerning machine utilization, imaged Laptops/PCs, job reruns, and production work completed.
Jr. Project Manager /Help Desk Team Lead
US Coast Guard HQ/Quadrant Clinical Informatics (QCI)
07.2006 - 09.2006
- - Aided the Project Manager with the delegation of workload and reports. - Create and solve trouble tickets using the Remedy ticketing system. - Provided work with the migration project by converting the US Coast Guard Headquarter image to the TISCOM standard image. - Provide hands on desktop support to users with various issues such as imaging & software updates. - IT asset management, Develop and maintain formal procedures (SOPs) for consistency and increased productivity.
Team Lead for CHCS II/AHLTA Help Desk Tier 2/3 Support
Walter Reed Army Medical Center (WRAMC)/ SAIC/ Innovative Employee Solutions
07.2005 - 07.2006
- - Providing support for over 7,000+ users for the United States Military including doctors lawyers (JAG), teachers, pharmacist techs, nurses and patients with resolving problems using remote access provided by Computer Associates (CA) software or resolved issues at the user's desk. - We used the Uni-Center trouble ticket system in a fast-paced environment working for the general down to the civilians, with access in highly secure areas, maintaining backup of all data for users, promoting and demoting users with administrator rights. - Change passwords, map drives, make changes to their security policies, and configured their e-mail on outlook 2000-2003. - Provide the team with their daily workloads, due follow-ups and provide on-going customer service. - IT asset management, Install/remove workstations, blackberries, palm pilots, glucose-meters, printers, Xerox document center, CAC cards and any device that was needed to help users complete their job was added to and from the network. - Update computer names to match the client’s department & perform tests with the new software to ensure proper functionality. - Install, update and configure SQL software database, Kea 420/5.10, CHCS I and CHCS II, standalone printer/network printers to the network, install third party software when needed. - Troubleshoot hardware/software/network problems to ensure that there are no issues with the employee’s PC upon leaving their Office.
Education
Skills
- Train New Employee & Colleagues on upholding SLA standards in various environments
- Various Ticketing Systems: ServicePoint, ServiceNow, Maximo Ticketing System, Altiris ticketing system, HEAT, LanDesk, CA Unicenter Service Desk, FootPrints & Remedy
- Working knowledge of Microsoft Office packages (ie Outlook, Word, Excel, SharePoint) & MS Office 365
- Windows & MAC Operating Systems, PC Imaging Software
- Working knowledge of the following: Video Tele-Conferencing (VTC) equipment and functionalities Automated Call Dispatcher (ACD), NICE Soft‐phone Software & Avaya Software
- Experience working with various applications: AWS, JIRA, OutSystems, Agile, Scrum, Amos database, Oracle 8i, CHCS, AHLTA, Essentris, VPN, Java, Amos on CTI
- Web Editing, Web Development, ColdFusion, SQL Server, Content Uploading, Content Testing, HTML Coding, Macromedia Suite (Dreamweaver, Photoshop, Fireworks, Flash, Free-Hand)
- Android & Apple Mobile Configurations, Active Sync Software, PingID, HYPR, RSA Tokens
- Active Directory (AD) User Account Administration, Azure Active Directory, SCCM, Security Patching, VMware Server Administration, Novell Netware, Desktop Management Tool
- IT Asset Management
- 27 years of Help Desk Leadership & Management skills including special training in mediation and arbitration Provide leadership for IT Services projects, including but not limited to, asset tracking, hardware upgrades, and various line-of-business projects
Certification
- Helpdesk Professional
- Helpdesk Manager
- ITIL v3
Timeline
Senior Assistant Application Developer / Team Lead
Gainwell Technologies Inc
07.2023 - Current
Team Lead/ Service Desk Level III
BCforward Technologies Inc
04.2022 - 07.2023
Team Lead/ Help Desk Analyst III
Fiserv / Orion Innovation
09.2021 - 03.2022
Helpdesk Team Lead/ Desk Technician (Tier 2/3)
Baltimore City Office of Information Technology / Trigyn Technologies Inc.
05.2019 - 01.2020
Helpdesk Team Lead / Customer Service Rep
Baltimore City Public Schools HQ (BCPS)
07.2016 - 09.2018
Fulfillment Associate
Amazon Fulfillment Center
05.2015 - 01.2016
Help Desk Technician Clinical SME (Tier2/3) Team Lead
Walter Reed National Military Medical Center (WRNMMC) / BEPC Inc
07.2013 - 01.2014
Helpdesk Manager/Team Lead
Nuclear Research Commission (NRC)/ DanSources
08.2012 - 12.2012
Sr. Help Desk Analyst (Team Lead)
SSS/Quadrant Clinical Informatics (QCI)
11.2006 - 01.2007
CHCS Help Desk Team Lead
Walter Reed Army Medical Center (WRAMC)/ SAIC
10.2006 - 09.2007
Helpdesk Manager
Maryland Transportation Authority (MDTA)/ Astor & Sanders / Dynamix Corp
09.2006 - 09.2007
Jr. Project Manager /Help Desk Team Lead
US Coast Guard HQ/Quadrant Clinical Informatics (QCI)
07.2006 - 09.2006
Team Lead for CHCS II/AHLTA Help Desk Tier 2/3 Support
Walter Reed Army Medical Center (WRAMC)/ SAIC/ Innovative Employee Solutions
07.2005 - 07.2006
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