* Provided Tier-1 and Tier-2 Help Desk and Technical Support for enterprise-wide hardware, software and technology services in a 24x7 capacity to ATF Special Task Force and departmental employees performing mission critical law enforcement activities. * Provided technical support to over 8000 users in nearly 260 locations nationwide. * Performed Incident Ticket Management, resolution, and analysis using the HEAT management application* Identified gold level service callers and… Show more * Provided Tier-1 and Tier-2 Help Desk and Technical Support for enterprise-wide hardware, software and technology services in a 24x7 capacity to ATF Special Task Force and departmental employees performing mission critical law enforcement activities. * Provided technical support to over 8000 users in nearly 260 locations nationwide. * Performed Incident Ticket Management, resolution, and analysis using the HEAT management application* Identified gold level service callers and escalated issues using the priority escalation procedures* Assisted users with updating passwords and issues related to standard desktop, notebook, printer, and peripheral systems, its operation and usage.* Assisted users with standard/custom software products including office automation software, specific application software, database access, COTS, and internet access and usage.* Dispatched field technicians and tracked status; escalated problems to Tier 3 as necessary; developed frequently asked questions (FAQs)* Contributed to the service knowledge database. * Instrumental contributor in consistently meeting or surpassing SLA percentages, including achievement of a 95% rating for first call resolution. * Worked well with peers in an isolated secured area, and displayed excellent interpersonal, organizational, technical, and communication skills. Show less