I am contracted to GSA for software and technical support with the NAH, This requires a Tier 2 MBI government clearance, I provide support to several different web applications, including work with LDAP to create accounts, and roles. provide end user support to all of GSA users as well as external government agencies.*Troubleshooting access issues to web applications and both internal and external portal accounts.*Reviewing requests for access to web portal for web applications.*Working within LDAP to create, modify, update, and disable user accounts.*Work within LDAP server to create internal, external, and test accounts.*Troubleshoot with users having issues within the app.*Assist users with roles that are needed to allow access to web applications. using Sailpoint for internal users.*Process incoming requests from users as well as PM's*Monitor incoming emails for issues, troubleshooting, requests. As well as any incoming calls.*Work with the application PM, for any issues, questions etc.*Assist in processing RENT billing for both internal GSA and external government agencies.

Technical Support Team Shift Lead / Project Support Lead• Clearly communicates job expectations/consequences of employees by training, cross-training, coaching, counseling, directing, evaluating the work of subordinates to increase their work output and work quality.• Performs a full range of servicing and repair service procedures including diagnostics, installation, preventative maintenance, removal, and retrofits on a core set of highly complex products. Support problem identification.• Provides front-line servicing and repair of a core set of highly complex solutions.• Manages total efficiency of shift labor to partner SLAs and metrics achieving established goals by the contract including the update within ServiceNow, QuickBase, and other tools utilized for the process. • Maintains efficient shift workflow by monitoring reporting for quality and efficiency of work. • Demonstrates technical expertise and provides specialist services.• Monitor issues from start to resolution.• Develop new support strategies and help innovate and scale the support organization.• Act as the escalation point for issues and resolve accordingly.

• Troubleshooting, testing, repairing and servicing technical equipment.• Providing service and customer support during field visits.• Managing on-site installation, repair, maintenance and testing.• Diagnosing errors or technical problems and determining proper solutions.

Customer Engineer• Troubleshooting, testing, repairing and servicing technical equipment.• Providing service and customer support during field visits.• Managing on-site installation, repair, maintenance and testing.• Diagnosing errors or technical problems and determining proper solutions.Technical Support Specialist • Maintaining system functionality by testing computer components.• Preparing reference material for users by drafting operation instructions.• Maintain client confidence by keeping their information confidential.• Handling customer technical support cases through phone and email submission. • Updating the company website with tech tips and brief documents.

• Maintain windows platform for the server as a host, connected with multiple clients.• Management of server migration when required by the client.• Maintain and support windows environment along with hardware and software configuration.• Integrate the server automation process either by custom scripts or via third-party solutions.• Identify issues and provide a solution to resolve issues.