Dawn Carman
Help Desk Specialist @U.S. Department Of State
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WORK HISTORY
Help Desk Specialist @U.S. Department Of State
Properly escalate unresolved service request to the next level of support through the tracker system Serena Familiar with State Department Ticket Systems Remedy and Cerenade as an end user Track, route and redirect problems to correct resources or Action Officers throughout DDTC or IT Services Send request to update customer data and produce activity reports for weekly team meetings Provide customers with problem solving procedure and knowledgeable technical support when necessary Assist TWD (Telephone, Wireless and Data Component of the State Dept. with data and voice connections Follow up with customers and action officers to provide feedback and status, to a resolution Utilize excellent customer service skills expectations by prioritizing and resolving tickets in a timely manner Ensure proper recording of documentation and closure from beginning of process to the end Recommended procedure modifications or improvements to staff and action officers Become knowledgeable with help desk procedures, products and services to better serve the customers Replace toner, fix and track printers, copiers and faxes within DDTC bureau Process TSR’s (Telephone Service Request) for equipment, special orders Request issuance of Permanent & TDY Blackberry’s for employees Schedule Conferences and order Audiovisual equipment for various meetings in bureaus conference room Coordinate, schedule and oversee special events and workshops (EEO training and Brownbag luncheons) Manage Projects from Cradle to Grave regarding office moves, conference room coordinating, computer, conference call and conference room set-up and special projects regarding the DAS and Office Director. Assist with LAN/WAN Access, Familiar with server room cables and connections Assist IT Technicians with Open NET, Class NET, and DTCNET-Purple Net Connections Assist Technicians with network drops for voice and data outputs
EDUCATION
Crossland Senior High
High School, Business
Norfolk State University
Bachelor of Science, Speech-Language Pathology/Pathologist
Bowie State University
MA, Organizational Communications
College of Southern Maryland
N/A, Nursing
ABOUT DAWN CARMAN
US Department of State
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