Peter G. Email & Phone Number

Dulles, Virginia, United States

Tier 1 Service Desk SpecialistSupports the Airports Authority employees in the use of all IT hardware and software, applications, and telecommunication issues. Receives service calls, documents information about the problem, and triages/endeavors to perform first contact resolution. Receives service requests for software, hardware, application, and/or telecommunications problems.Documents user and detailed problem information into the automated ticket tracking system and updates user on ticket status and expected resolution timeframe.Notifies the user when the problem has been resolved or request fulfilled and ensures user satisfaction.Ensures ticket closeout and that the user received a service evaluation request.Ability to effectively manage simultaneous assignments with minimal supervision.Responds to IT related service requests, assesses the problem, and works with the user to troubleshoot the nature of Tier 1 problems. May use remote access software to remotely work on the user’s equipment. Documents completion or progress in the ticketing tracking system.Routes non-IT requests to appropriate staff member and documents referral in system. May re-contact user to ensure satisfaction with referral and service.May assist Deskside Specialists and Desktop Engineers in configuring user computers by loading/ghosting software, backing up user data, or delivering specialized hardware to users.Escalates the resolution process to Tier 2 when it is a hardware issue/request, initial attempts to resolve problems were unsuccessful, cannot be resolved remotely, or customer satisfaction issues are involved.

Chantilly, Virginia, United States

Technical Support Specialist ISupporting the MWAA ProgramReceives trouble calls (via e-mail, voice mail, and walk-up) for software, hardware, application, and/or telephony problems. Enters call information into the ticket tracking system, documents information about the problem, and triages/endeavors to perform first contact resolution.Responds to IT related service requests (user problems, incidents, issues, requests and queries). Creates problem ticket by entering user and problem information into the Division’s ticket tracking system (ServiceNow).Performs Tier 1 remote troubleshooting/diagnostics on commonly used software, hardware, applications.May query using the Division’s frequently asked questions (FAQs) and other Division tools to assist in identifying user’s problem/potential problem and solution.May use remote access software to remotely work on the user’s equipment. Documents completion or progress in ServiceNow.Operates within established Divisional IT Infrastructure Library (ITIL) service support and service delivery framework and Total Contact Ownership principles and practices. Works to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness by practicing Total Contact Ownership for all IT related issues to ensure a high degree of customer satisfaction.Maintains currency in technical and service skills. Works to increase technical knowledge and proficiency. Pursues additional, work-related certifications.

Falls Church, Virginia, United States

Tier 1 Technical Support for the NCUAProvides first contact for moderately complex customer inquiries, incidents, and requests via phone calls, emails, and web submissions.Assists customers in resolving technical incidents and problems with Windows desktop applications, VPN software, PIV credentials, mobile apps, and hardware issues. Follows up with customers to ensure that customer inquiries, requests, and incidents are resolved in the agreed-upon time frame.Logs and tracks tickets using a service management application and maintains up-to-date ticket records and related documentation.Efficiently and effectively identifies, evaluates, triages, and prioritizes customer tickets.Analyzes and evaluates reports and makes recommendations to reduce help desk call rates.Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required.Writes knowledgebase articles for common problems.Meets or exceeds established objectives for time to respond, mean time to resolve, and customer satisfaction.Comfortable in a Government environment supporting Directors and VIPs as needed.

Reston, Virginia, United States

Responsible for the day-to-day coordination of all aspects of a fast-paced office operation, including administrative duties for leadership team.Acted as company webmaster by maintaining and updating externally facing business content via WordPress.Technical support: provides software installation, computer updates, and troubleshooting for staff.Oversees maintenance needs and repairs of office equipment, liaising with outside vendors as needed.Acted as primary point of contact for current and prospective customers by screening and escalating incoming phone calls.