Peter Badylak Email & Phone Number

King Of Prussia, Pa, Us

• Provide our customer community with level one business and technical support; this typically includes but is not limited to password resets, product navigation, and connectivity and display issues. • Answer questions and resolve issues for our installed, hosted, and SaaS products. • Escalate to level two business and technical support as needed to ensure timely resolution. • Provide excellent customer experience emphasizing the understanding of their needs, urgency and business impact, while serving as an advocate for a timely resolution. • Skillfully probe and analyze client issues to determine potential root cause for effective tactical discovery and resolution. • Contribute to the knowledge base for broader internal understanding of customer issues and resolutions. • Work with Application Developing team to make the New Provider Registration And Iexchange Applications to become Automated• SeCureCRT to moving Questionnaire to train, test and production.• DBVisualizer PRO and adding programs into production, test and train. Also, changing program name

Fairfax, Virginia, Us

March 2016 –April 2018 Department of Veterans Affairs/ASM Research Enterprise Service Desk Technician (Contractor)  Provided Tier 1 Help Desk customer support for the Department of Veteran Affairs via call queue and emails for assistance with computing systems, software, peripherals and other devices as required for all VHA and VBA personnel Followed scripted/non-scripted troubleshooting support for30+ proprietary government applications Obtained High Public Trust Clearance by the Department of Veteran Affairs (VA) and the Office of Personnel Management (OPM) Met contract and government standards through monthly metric performance measurements Performed daily ticket reviews to ensure all open tickets were being managed successfully at every level of escalation until ticket closure Handled a wide range of hardware and software issues in a very high-volume and fast paced environment Daily interaction with Tier 2 and SME support for all VA customer issues Monitored National Service Desk VBA and VBMS Assigned/Unassigned trouble tickets Provided tier 1 and 1.5 level support for all remote access (Citrix and Cisco VPN) Utilized Service Desk Manager (SDM) ticketing system

Reston, Virginia, Us

March 2013 –April 2016 Department of Veterans Affairs/ACET, Inc.National Service Desk Technician Floor Leader (Contractor)  Obtained High Public Trust Clearance by the Department of Veteran Affairs (VA) and the Office of Personnel Management (OPM) Appointed as floor leader overseeing 23 less experienced technicians, reporting directly to Site Manager and Site Supervisor  Identified, diagnosed and resolved Tier 1 issues for users on the National Service Desk systems and applications, personal computer software and hardware, local network, the Internet and new computer technology in a call center environment Diagnosed and resolved end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in and local-area network access problems Acquired and utilized knowledge of internal operating system technology, computer operations, hardware, network management software, concepts and troubleshooting techniques Updated OneNote documents so employees could handle first call resolution Researched mis-routed tickets to making sure they were sent to correct location Coordinated Incident Outages and Automated Notification Reporting tool (ANR), monitored Parent tickets with VA VBA team Checked Cisco Supervisor Tool which monitored our service desk technicians to ensure our calls were handled in a timely manner Monitored and distributed Microsoft Lync Whiteboard Operations updates Distributed weekly aging ticket reports to technician to ensure aging ticket were within guidelines Provided tier 1 and 1.5 level support for all remote access (Citrix and Cisco VPN)

Duluth, Georgia, Us

April 2012 – February 2013 Analysts International Corporation/Sally Beauty SupplyTechnical Help Desk Analyst (Contractor)  Answered and resolved calls from field employees in a professional and timely manner including calls routed from the queue and voice mail messages Performed back-ups and afternoon file updates, ran required reports, verified store orders and accuracy of computer operations, and sent disks to complete the bi-weekly download Answered and directed incoming calls on the overhead lines including handling customer complaints and security issues Provided assistance with the upgrade and installation of Point Of Sales systems at new stores and upgraded single register stores to a multiple register system Maintained inventory-tracking system which included taking ship call sheets and matching them with the returned equipment sheet closing the ship and return call, and keeping the hardware, received sheet current

Associates Degree, Computer Applications

Associates Degree, Applied Business