Open To Work
Zofia Jastrzebski
Fairfax,VA
Summary
Results-driven IT professional specializing in technical support and incident management. Optimizes workflows and enhances operational efficiency through data analysis. Fosters team collaboration and ensures compliance with service level agreements while delivering outstanding customer service. Mentors junior staff to develop skills and elevate team performance.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Help Desk Deputy Manager
CACI
Arlington, VA
05.2023 - Current
- Provided technical support and guidance to team members to resolve issues effectively.
- Monitored daily operations to ensure compliance with company policies and optimize workflow.
- Coordinated with other departments to ensure smooth functioning of activities.
- Facilitated communication between management and team members for clarity.
- Coordinated cross-functional meetings to align project goals and establish clear timelines.
- Led project teams to enhance operational efficiency and streamline processes.
- Analyzed data trends to identify opportunities for process improvements.
- Prepared monthly progress reports detailing achievements against set targets.
Technical Support
CACI International Inc
10.2018 - Current
- Tracked incidents and requests from identification through resolution to ensure 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.
- Engaged service desk resources to route complex incidents to support specialists for timely resolution.
- Ensured timely communication regarding progress of issues.
- Collected incident information through customer conversations and self-service support tools.
- Executes against established Service Level Agreements (SLA).
- Documented resolutions and updated self-help and staff knowledge bases to enhance accessibility of information.
- Informed management of persistent problems for resolution.
- Gathered data on call trends for reporting purposes.
Systems Analyst
Trusted Mission Solutions
01.2015 - 10.2018
- Monitor, Track, Analyze, and Respond to system alerts (e.g., SCOM, BoxTone, eG).
- Conduct triage on outages and work with all support teams to determine root cause.
- Monitor Remedy queue and Queue Monitor Tool to address escalated tickets related to BlackBerry and/or Remote Access service issues.
- Document, update, and resolve escalated remedy Service Requests (SR) and Incidents (INC) from Operations; Escalate unresolved SR/INC to Engineers.
- Coordinate and communicate outage with DoS Enterprise Operations Center; provide timely updates to Senior Watch Officer(s).
- Ensure Systems Lead is made aware of potential system problems or customer issues so as not to surprise lead and/or management personnel.
- Addressed all critical or VIP requests and tickets promptly; ensured thorough documentation of troubleshooting and resolution efforts, analyzed issues, and followed up with customers as needed.
- Monitored call queue, provided daily back-up call support to operations, and handled escalated calls to ensure service continuity.
ITO Service Delivery Specialist and Telecommunications Engineer
Hewlett-Packard Co
01.2011 - 01.2015
- Delivered timely technical support for IT infrastructure and applications to enhance operational efficiency.
- Delivered technical input, solutions, and recommendations to infield support team, enhancing problem-solving capabilities.
- Collaborated with frontline application and hardware team to resolve complex hardware incidents, ensuring minimal downtime.
- Provided work guidance and mentoring to less experienced personnel.
- Facilitated completion of monthly reports for consumables and monitoring tickets to support operational tracking.
Help Desk Analyst and Telecommunications Engineer
Trusted Mission Solutions
01.2006 - 01.2011
- Logged and resolved client service requests, ensuring timely follow-up and satisfaction.
- Administered account access issues by unlocking/resetting accounts and effectively escalating calls to second level support.
- 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.
- Compiled and analyzed periodic reports on unit activities and progress towards goals to inform team strategies.
Education
Bachelor of Science - Management Information Systems
University of Maryland Global Campus
Hyattsville, MD01-2024
Skills
- Technical support
- Data analysis and reporting
- Service level agreements
- Incident response
- Technical support
- Issue resolution
- Data analysis
- Workflow optimization
- IT service management
Certification
Comptia Security+
Work Preference
Job Search Status
Open to workWork Type
Full TimeContract WorkLocation Preference
HybridRemoteOn-SiteSalary Range
$45000/yr - $200000/yrTimeline
Help Desk Deputy Manager
CACI
05.2023 - Current
Technical Support
CACI International Inc
10.2018 - Current
Systems Analyst
Trusted Mission Solutions
01.2015 - 10.2018
ITO Service Delivery Specialist and Telecommunications Engineer
Hewlett-Packard Co
01.2011 - 01.2015
Help Desk Analyst and Telecommunications Engineer
Trusted Mission Solutions
01.2006 - 01.2011
Bachelor of Science - Management Information Systems
University of Maryland Global Campus