Victoria Ferguson Email & Phone Number

Frederick, Md, Us

Fort Detrick, Frederick, Md

● Ensure all Helpdesk tasks are being executed in a timely, appropriate manner, and to the best of our team’s abilities● Lead through example, demonstrating how to work through all the required tasks and offering guidance to the rest of the Helpdesk; research higher priority/more complex requests● Manage Helpdesk Outlook Inbox and ServiceNow queue● Consult and collaborate on projects, offer my opinion, and provide feedback- Work with Developers/other parties to automate processes/workflows in an effort to improve/simplify Helpdesk tasks; ensure a proper workflow is in place and Helpdesk is aware of their part - Identify and suggest possible improvements on procedures● Be the Helpdesk’s voice- Act as liaison; be the main POC for team members to reach out to with questions, comments, or concerns- Communicate with internal and external groups on behalf of the Helpdesk- Attend meetings (i.e., internal, external, new systems/products coming, etc.)● Create/write, edit, and revise processes; review and approve documents- Internal processes/SOPs, Knowledge Base Articles, ServiceNow workflows, Primary Technical Contact lists- Organize and distribute necessary information and resources to appropriate people/groups● Manage requests by divvying out the workload among/between team members; delegate tasks to colleagues● Act as a backup for Communications team and assist in the creation of notices that go out to the community/customers; utilize the Communication Center to send out notifications/alerts ● Cultivate a positive, team environment ● Train other/new staff members; create training guides/manuals and lists (and keep those up to date)● Interview candidates ● Manage schedules and meetings● Work successfully in a fast-paced environment; be able to adjust and adapt to changes● Work on projects

Fort Detrick, Frederick, Md

● Provide (at least) Level 1 troubleshooting ● Maintain and manage IT service requests via phone, email, chat, ticketing system (ServiceNow), and Microsoft Teams● Manage users’ accounts● Manage users’ computers● Communication activity- Assist with the creation/execution of notifications sent out to the community using internal Communication Center; gather all data needed for specific notifications; draft and finalize notifications - Report outages to the internal team for awareness; record events/problems and their resolution - Pass on any feedback or suggestions by customers to the appropriate internal team/Management- Act as the first/main point of contact for customers – often providing them with other contact information for appropriate parties/groups● Work in an ITIL/Native View environment and understand the Portal View/front-end● Understand and execute numerous internal/specific processes; be knowledgeable of and perform tasks in multiple consoles/systems- Active Directory Management (AD) - BigFix - Jamf - Druva- NAC - MobileIron - Cisco Unity Connection Administration- Okta - BitLocker - Demographic Information Management System (DIM)- Identity and Access Management (IAM)- Privileged Access Manager (PAM)/CyberArk- ServiceNow- Agent Chat- LAPS- SEFT● Keep record of newest Waivers and their processes; be knowledgeable of Security threats● Work through unexpected issues that arise on any given day● Plan for upgrades, updates, and maintenance tasks, and have knowledge on how to assist customers during those times● Maintain a tolerant and patient disposition, with strong communication skills and excellent customer service

Gaithersburg, Md

● Maintained and managed talent databases- Received data, sourced resumes and input candidates based on specific job requirements- Trained Experis IT Employees on database use● Direct support to internal Recruiters and Business Development Managers - Communicated open positions and potential candidates- Entered requisitions and submitted candidates into various Vendor Management Systems● Interacted with Managers of Hiring-Client Companies- Setup Interviews for Candidates at Client Companies Based on Hiring Managers’ Requests- Followed-up with Hiring Managers Concerning Candidate Requisitions- Created Client Profiles Using PowerPoint● Positioned Candidates for job placement- Formatted and Submitted Candidate Resumes per Requirements - Vetted and Qualified Candidates for Client Company Positions● Office administration- Assisted in the Creation of a Career Growth Opportunity Program for Client Consultants - Created and Organized Quarterly Reports- Gathered Information to Create Service Level Agreement Reports- Organized Internal Control Spreadsheets Utilizing Data Extracted from Various Tools- Created Numerous Spreadsheets Using Excel- Managed Work Orders- Created PowerPoint Slides & Presentations- Ran Customized Data Reports; Printed and Bound Data for Internal Meetings- Created Monthly Recap Reports● Granted exclusive remote privileges to work from Salisbury during the school year

Bachelor Of Arts - Ba, Communication, General, Magna Cum Laude

Activities and Societies: Alpha Sigma Tau, Lambda Pi Eta (Communications Honor Society), Phi Eta Sigma (Freshman Honor Society)

Education record

Activities and Societies: Yearbook Staff - Editor in Chief