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.
• 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.
• 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.

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.
• Work in an ITIL/Native View environment and understand the Portal View/front-end

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.
• 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.
• 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