Manuelito Skipper

• Provide contact and incident resolution to customers with hardware, software, and
  application problems.
  Perform Helpdesk Service Desk Operations; Triage Incident tickets issued
  according to their assigned area(s) of responsibility utilizing the Remedy Work
  Ordering system.
  Respond/acknowledge and resolve service tickets within established timeframes
  from receipt of the incident/call for touch labor support.
  Establish new, maintain, delete, and troubleshoot Active Directory client
  accounts/client systems.
  Coordinate standard system image configuration changes with the SCCM Image
  Team.
  Install, configure and maintain desktop Commercial off-the-shelf (COTS), and
  Government off-the-shelf (GOTS) authorized client applications.
  Perform commercial hardware repair on Dell and HP computer systems.
  Assist System Administrators with testing of local client applications and security
  patches.
  Assist System Administrators with installing/testing system software or network
  hardware configurations and coordinate the documentation of all client hardware
  and software changes, including generating and modifying procedures for the
  Standard Operating Procedure (SOP)/User's Guide.
  Built and maintained successful relationships with service providers, vendors.
  dealers and consumers.
• Assisted FedTec government IT users by addressing daily help desk requests.
• Resolved hardware, software, and network issues across FedTec environments.
• Managed equipment setup, imaging, and deployment of workstations for staff.
• Maintained compliance with security protocols and IT service standards.
• Installed, configured and maintained computer hardware, operating systems and applications.
• Maintained records of data communication transactions, problems, and remedial actions or installation activities.
• Developed, tested and implemented software applications to meet customer requirements.
• Resolved complex technical issues related to application compatibility and performance.

Achieved high user satisfaction by delivering prompt responses and resolutions for service tickets through effective triaging of incident tickets based on responsibility areas. Enhanced management of active directory client accounts and systems, resulting in improved performance. Resolved user application and configuration challenges through expert troubleshooting via phone, remote control, and on-site support. Elevated desktop application performance through strategic installation, configuration, and maintenance aligned with security protocols.

• Diagnosed and resolved technical issues in hardware and software, improving user experience.
• Directed helpdesk activities to ensure timely resolution of issues, enhancing overall operational efficiency.
• Coordinated system setup and installation efforts to enhance IT infrastructure reliability.
• Engaged with cross-functional teams to identify and troubleshoot intricate technical issues, enhancing operational efficiency.
• Cultivated client relationships to ensure effective customer support and timely issue resolution.
• Created and updated detailed documentation to enhance clarity and consistency of IT processes and procedures.

• Streamlined incident ticket management via Remedy work ordering system, enhancing overall service desk operations and client satisfaction.
• Managed service ticket resolution, improving communication and support for touch labor operations.
• Achieved seamless management of active directory client accounts through strategic establishment, maintenance, and deletion. Resolved client system issues, resulting in enhanced user experience and increased system reliability.
• Troubleshot and resolved application and configuration challenges for users, facilitating effective communication through phone and on-site interactions.
• Executed routine updates and maintenance of local standard operating systems and client applications, emphasizing compliance with Army security standards and prompt virus definition updates.
• Oversaw installation process for desktop applications to ensure proper functionality. and configuration processes for desktop applications, focusing on maintaining high performance standards.
• Diagnosed and resolved hardware malfunctions on Dell and HP systems, improving overall operational efficiency.
• Directed client equipment registration in installation software and asset management application to enhance asset tracking accuracy.
• Created and modified customer support requests using the Army Enterprise Service Desk system.