Sarah D. Email & Phone Number

Arlington, Virginia, Us

Liaison between Army Enterprise Service Desk (AESD) and 23 Network Enterprise Centers(NEC's) for the 93rd Brigade.

Responsible for daily operations of the U.S. Army TRADOC Headquarters Service Desk Fort Monroe Virginia (GS-2210-11).• Manage and operate the Service Desk for over 700+ users to majority of calls are resolved remotely. Update ticket status as needed. Approximate duty split; 70% helpdesk / 30% desktop.• Provided a single point of contact for all users to report problems and assist to raise service requests.• Offered excellent customer service in a pleasant and professional manner• Responsible for all incoming calls, emails, trouble tickets and walk-in request for assistance.• Identify and correct system problems effecting workflow and production.• Setup, configuration, installation and maintenance of PC and user accounts• Created documentation on policy and procedures• Responsible for foreign liaison Windows 2003 server• Supported a conversion roll-out of Windows Vista and Microsoft Office via Help Desk and Desktop• Ensure security compliance with anti-virus protection and all application updates.• Assist Foreign Nationals with all areas of technical support (OS in their respective languages).

Wi, Us

Contracted to upgrade all end user systems to Windows 7 and Office 2010. Utilized Bart PE (Bart Preinstalled Environment) imaging software. Extensive use of Windows 7 Easy Transfer Tool. Administer end user training/assistance with new OS environment. Research tips, tricks and fixes for unforeseen issues encountered. Compose detailed documentation of all installation setup procedures.

Certified Nursing Assistant, Nursing

Education record