Technical Support Specialist

Provide Tier 1 technical support for federal employees and contractors, resolving hardware, software, and connectivity issues via ServiceNow’s Service Operations Workspace. Handle daily inbound support calls using Genesys. Troubleshoot VPN connectivity (Pulse Secure and Zscaler), and Microsoft 365 applications including Outlook, Teams, and OneDrive. Assist users in configuring Microsoft Authenticator for passwordless sign-in. Utilize BeyondTrust Remote Support (Bomgar), SCCM, and Active Directory for password resets, remote troubleshooting, and system administration. Aid in installation and uninstallation of authorized applications such as Citrix Workspace and Microsoft Teams. Maintain and contribute to internal knowledge base documentation. Collaborate with technical writing team to create and update knowledge articles.

Provided technical support to various retail locations via phone and email. Remotely supported Oracle ORPOS software and Xstore POS system for about 1000 stores. Managed retail employee access via SQL database. Maintained holiday price changes via SQL database. Set up new retail locations, relocations, and conversions via MobaXterm in Linux servers. Managed tablets via remote software AirWatch. Maintained conversations with stores to ensure persistent issues were corrected. Logged troubleshooting steps in ServiceNow. Assisted in maintaining store operations during conversion from ORPOS to Oracle Xstore. Aided in the conversion of over 1000 stores to new retail POS software. Maintained up-to-date troubleshooting steps for Tier 1 agents.

Provided technical support to retail locations via phone and email. Remotely supported POS software and hardware. Walked employees through resolving phone, fax, and network problems in retail locations. Diagnosed and repaired client desktops, laptops, servers, and mobile devices. Managed users and email groups in Active Directory via Microsoft Azure and OneIdentity. Provisioned access within Oracle, Triceps, AS400, and more. Tracked all tickets from initial reporting through resolution in ServiceNow. Troubleshot internet connectivity and networking issues. Created networking, equipment installation, and software configuration guides for technicians and vendors. Monitored 815 stores to ensure network stability. Managed and updated technical knowledge base.