Barbara Hudson
Lexington Park,MD
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Recognized for reliability and adaptability, with a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Technology-inclined professional with strong troubleshooting capabilities and a customer-oriented attitude. Experienced in providing network and software support to users, as well as developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Help Desk Specialist
ENTERPRISE INFORMATION SERVICES, INC.
03.2013 - Current
- Monitored BLS Help Desk, Voice mail, E-mails, and Route tickets to the appropriate internal and external groups
- Run Morning Daily Reports and Interaction Desktop Phone report and provide status to Management
- Provide Tier 2 support to the Bureau of Labor Statistics (BLS) and State customers end- user community via telephone, email, and Walk-In's on hardware, software, network related problems, Internet/Intranet connectivity, Remote users, PIV Card/RSA Token, Cisco Secure AnyConnect, Printer support and scanners.
- Meet Service Level Agreements (SLA) and adhere to the Standard Operating Procedure (SOP) and other Help Desk resources, including Bureau of Labor policies and regulations
- Utilized Active Directory to provide support for resetting, creating, enabling/disabling, unlocking BLS users and State user's accounts
- Move Computer's from one OU to another OU to performs various task on the customer’s computer to install software or correct user's account in Active Directory.
- Create Users accounts in Microsoft Exchange and adding State users to the State Token Users Database. Reset, delete and troubleshoot State user's accounts. Use Microsoft Entra admin center to review, add users. Utilized the multi-factor system to enable user's accounts.
- Configure and install manually Government proprietary software and Commercial off-the-Shelf software packages, troubleshoot software/hardware issues for resolution, install Microsoft patches, process Security documents for new user's accounts (ROB and CSATS), reslolve network connectiviity issues, update and install network drivers, troubleshoot Teams issues (Team crashes, microphone, camera).
- Perform network commands in DOS to resolve Wi-Fi issues (ipconfig /flushdns, ipconfig /all, ipconfig /renew, GetMac, ipconfig /release and other procedure resources and SOP.
- Utilize Google and Microsoft websites to troubleshoot and resolve customer's issues and download BLS approved authorized software to install on the user's computer (the software is not installed on share drive for software installation).
- Responsible for supporting and resolving Personal Identity Verification (PIV) smart cards, Performed all procedures (SOP) and other resources to assist users, with establishing a VPN connection with the PIV Card. Renew PIV Card certificates, and review Entrust
- Enforce and Un-enforce BLS customers PIV Card, by moving the computer to correct Organizational Unit (OU) in Active Directory
- Troubleshoot and resolve PIV Card certificate error messages, during log in attempts to Windows 11 and Windows 10
- Use InTune to retrieve the BitLocker Recovery Key. Reset BitLocker PIN# and troubleshooting BitLocker log in issues.
- Responsible for assisting remote users to authenticate a secure access to the Bureau of Labor (BLS) network/server and the client, using PIV Card for Cisco Secure Any Connect to established VPN connection for Windows 10/11.
- Access the Multi-Factor authentication to enable State users accounts
- Access Microsoft Entra Admin Center to verify State users accounts, Reset and troubleshoot State users accounts, Email issues, lost YubiKeys and connectivity issues
- Use the Forescout system to view IP Addresses status of the ports (blocked ports). Research the blocked port status and run SecureConnector to fix the issue.
Manager
CENTERSCOPE TECHNOLOGIES, INC.
09.2011 - 03.2013
- Managed a staff of 4 employees for CenterScope Technologies, Incorporation (CSTI), supporting a contract for the Department of Housing and Urban Development (HUD) Community Connections Information Center Help Desk
- Prepared Excel Spreadsheet statistical weekly and monthly reports and ensured the contract Service Level Agreement (SLAs) deliverables according to the Statement of Work (SOW) requirements were met, within HUD's specified target date
- Escalated reports to (CSTI), Director for review, prior to submitting to HUD
- Ensured HUD's federal requirements, policies and regulatory procedure best practices were adhered to by the staff
- Performed managerial administrative duties, inclusive of recording employee attendance, personal, vacation, leave time and reported work hours were documented accurately in the Deltek time and expense system, before authorizing signature and submitting to the payroll department
- Conducted weekly staff meetings to discuss and addressed customer complaints/issues, new HUD policy releases, and internal Help Desk procedures (lunch schedules, punctual attendance, and telephone etiquette) and documenting accurate ticket/knowledge base entries in the Customer Relationship Management (CRM) tracking system
- Handled escalated calls for difficult customer complaints with a calm demeanor, actively listening and ensured the right decision was made to resolve the customers' concern
- Reviewed and evaluated employee job responsibilities for balancing the workload and re-assigned tasks according to each employee, level of expertise (including cross-training)
- Assisted users with reconciling, correcting, receipting and creating new or existing vouchers for program income, revolving loan funds, obligating funds, expenditures, drawdowns and all accounting information reported in the Quality Performance and Reporting Module escalated to the Federal Government (HUD) for review.
Senior Help Desk Technician
ENLIGHTENED, INC.
05.2009 - 09.2011
- Provided desk-side support, by visiting the client's office and resolved technical issues arising with network, applications, printers, scanners, smart labels, and PC related connectivity
- Imaged/Re-image laptops/desktops deployment of Windows 7 to windows 10
- Installed hard/software and configured operating systems and application software according to the agency specifications
- Supported Microsoft Office 2010, Adobe Acrobat, Scanners, Printers, Citrix, VPN, Government proprietary applications, Xerox copiers, laptops, Smart Labels, and Blackberry devices, iPhones.
- Set-up PC/Laptop equipment and remove for training room, with configuring training courses, including network connection with ports (ports, routers, and connectivity)
- Ensured Video equipment was functional, including projectors
- Provided RSA Remote access and Citrix Support.
Education
Bachelor of Science - Computer Network
Strayer University
Suitland, MD06.2007
Skills
- MS-DOS
- MS Windows 7/10/11
- Microsoft Office Suite
- MS Teams
- Interaction Desktop
- ForeScout
- Microsoft Configuration Manager
- SCCM Remote Control
- COTS software/Government in House Software
- Active Directory
- Adobe Acrobat Software Suite
- Cisco Secure AnyConnect
- Remote Access (SCCM, MSRA)
- PIV Card Management
- RSA Security Console
- MS Exchange Admin Center
- YubiKey (State Users)
- Hewlett Packard
- Dell Personal Computers
- Network Troubleshooting
- Remote Support (RSA Token)
Certification
- Novell Certified Network Administrator, Gaithersburg, MD
- CBT Nuggets: Windows 10 Training
Accomplishments
- Supervised team of 3 staff members at the Department of Housing and Urban Development), McLean, VA.
- Collaborated with the Helpdesk team members to reduce the number of dissatisfied customer calls, from 70 percent to 90 percent. The goal was effectively accomplished by introducing Customer Service videos and Customers Service training classes to the staff.
- Created Standard Operating Procedures.
Professionalrecognitionaffiliation
- Complimentary customer personal thanks for exhibiting efficient and courteous customer service resolving BLS customer issues.
- Monetary recognition (Spot Bonus) for achieving customer kudos.
- Employee of the Month on several occasions.
Security Clearance
Public Trust, U S Bureau of Labor Statistics
Timeline
Senior Help Desk Specialist
ENTERPRISE INFORMATION SERVICES, INC.
03.2013 - Current
Manager
CENTERSCOPE TECHNOLOGIES, INC.
09.2011 - 03.2013
Senior Help Desk Technician
ENLIGHTENED, INC.
05.2009 - 09.2011
Bachelor of Science - Computer Network
Strayer University
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