Summary
Overview
Work History
Education
Skills
Timeline
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Zofia Jastrzebski

Help Desk Deputy Manager
Fairfax,VA

Summary

Seeking to obtain an advanced position in a fast-paced environment where familiarity with the company and leadership skills will be used to meet organizational goals.

Overview

18
18
years of professional experience

Work History

Technical Support – Tier II

CACI
10.2018 - Current
  • Responsible for collection of incident information through cases and self-service support tools
  • Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience
  • Conducts triage, research, and resolution for incidents and requests regarding the use of application software products and/or infrastructure components
  • Communicates promptly on progress
  • Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists
  • Execution against established Service Level Agreements (SLA)
  • Documents resolutions and updates self-help and staff knowledge bases
  • Alerts management to recurring problems and patterns of problems
  • Provide statistics for the weekly/monthly Service Desk report on case trends.

Systems Analyst– Tier II

Department of State Contractor| Alpha Omega Integration
01.2015 - 10.2018
  • Monitor call queue; provide daily back-up call support to Operations; take escalated calls Monitor Remedy queue and Queue Monitor Tool to address escalated tickets related to BlackBerry and/or Remote Access service issues
  • Monitor, Track, Analyze, and Respond to system alerts (e.g., SCOM)
  • Conduct triage on outages and work with all support teams to determine root cause
  • Coordinate and communicate outage with DoS Enterprise Operations Center; provide timely updates to Senior Watch Officer(s)Document, update, and resolve escalated remedy Service Requests (SR) and Incidents (INC) from Operations; Escalate unresolved SR/INC to Engineers Adhere to and follow standard operating procedures (SOP) used to support the Operation Center activities
  • Maintain and Update Documentation (e.g., User Guides, SOPs, KBs, and FAQs) Ensure Systems Lead is made aware of potential system problems or customer issues so as not to surprise lead and/or management personnel
  • Ensure all requests for services and incidents are logged/updated, addressed/resolved, and followed up on if necessary.Ensure all critical or VIP requests or tickets are attended to or resolved promptly and efficiently, documentation on the troubleshooting and resolution efforts are complete, issues are analyzed and followed up with the customers if necessary, and tickets escalated to Engineering Support are well documented and followed up on.

ITO Service Delivery Specialist and Telecommunications Engineer

Hewlett Packard
01.2011 - 01.2015
  • Working with frontline application and hardware team to resolve complex hardware incidents
  • Assisted with completion of monthly reports for consumables and monitoring tickets
  • Provided work guidance and mentoring to less experienced personnel
  • Provided technical input, solutions, and recommendations to the infield support team
  • Making available IT infrastructure and/or application infrastructure technical support

Help Desk Analyst – Tier I

Trusted Mission Solutions
01.2006 - 01.2011
  • Answered and logged service requests from clients
  • Administered and unlock / reset accounts, escalate calls to second level group (if required) Ensured timely escalation of calls to Second Level and made sure that certain appropriate information contained in escalated calls, gained agreement on closure of each log
  • Provided database related technical expertise to application development
  • Prepared periodic reports regarding unit activities and goal attainment progress
  • Responsible for collection of incident information through customer conversation, and self-service support tools
  • Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience
  • Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components
  • Communicates promptly on progress
  • Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists
  • Execution against established Service Level Agreements (SLA)
  • Documents resolutions and updates self-help and staff knowledge bases
  • Alerts management to recurring problems and patterns of problems
  • Provide statistics for the weekly Service Desk report on call trends.

Education

Associate Degree in Information Systems Technology -

Northern Virginia Community College

Skills

Technical Troubleshooting

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Timeline

Technical Support – Tier II

CACI
10.2018 - Current

Systems Analyst– Tier II

Department of State Contractor| Alpha Omega Integration
01.2015 - 10.2018

ITO Service Delivery Specialist and Telecommunications Engineer

Hewlett Packard
01.2011 - 01.2015

Help Desk Analyst – Tier I

Trusted Mission Solutions
01.2006 - 01.2011

Associate Degree in Information Systems Technology -

Northern Virginia Community College

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Zofia JastrzebskiHelp Desk Deputy Manager