Darshini Dudley Email & Phone Number

Track all work in the client IT Service Management (ITSM) system● Manage loaner program, maintain inventory thresholds, handletickets, repair and service IT vendors● Conduct a monthly service ticket review with the COR or a persondesignated by the COR● Measure the quality of services to end users and submit theresults and recommendations for improvement to the Governmentfor review and approval monthly● Perform asset inventory assessments● Image physical workstations, laptops, tablets/mobile devices● Support the Tier 1 team by taking overflow calls during a surge incalls to the Tier 1 team● Provide Auctions Program Support; complete all checklists,procedures, and processes as per the Auction Program SupportSOP● Provide COOP and disaster recovery (DR) support; manageCOOP related activities immediately upon notification byexecuting the COOP plan and checklists● Create and submit detailed call logs documenting customerinteractions that are accurate, thorough, and timely.● Informs customers of needed repairs and answers basicWashington D.C, 20003(202) 815-2642 Darshini.dudley@yahoo.comquestions. Ensures that the customer understands and is satisfiedwith work completed.● Follow all standard operating procedures (SOP) through theeffective use of knowledge management.● Acquire and maintain current knowledge of relevant policies inorder to provide technically accurate solutions to users.● Assist with activities to triage and escalate any system or networkoutage to reduce downtime.

ssists customer with identifying and resolving processing issues and website access inquires● Supports inbound calling, outbound calling, email, web chat and outreach to customers● Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. All cases shall be logged in a web-based agent desktop application● Meet Quality Assurance Requirements and other key performance metrics● Provide hands-on desk-side support for our client end users during both pre-scheduled and ad-hoc visits.● Handle all manner of desktop and laptop computer support duties, including format, install, set up, upgrade, maintenance, and troubleshooting.● Participate in workstation build, configuration, and testing as a member of project team

Supported Department of Information Management "DOIM" military personnel♦ 500 Onsight users supported.♦ Received service desk calls and created work incidents using Remedy Ticketing System and routed them accordingly.♦ Provided onsite mobile device support for Apple Ipad, Apple Iphone, & Android Mobile devices♦ Provisioned mobile devices for international travel for DOIM personnel♦ Assisted with initiating and maintaining server backups for network home drive file share♦ RSA token distribution and activation♦ Provided on call remote assistance for VIP users using Bomgar remote tool ♦ Create mailing labels and ship hardware to off site nation-wide agents♦ Proficient in SLA'S and incident closure survey's