Trent L. Fortune

*** ******** ******, **

Washington, DC 20011

(c) 301-***-****

SUMMARY: Twenty-five+ years of technical experience in the Information

Technology field providing superior service and support to clients.

CERTIFICATIONS

2008 - MCSE - Windows Server 2003

2007 - MCSA - Windows Server 2003

EDUCATION

2010 - CISCO Boot Camp, ASM Educational Center, Rockville, MD

2008 - MCSE - Windows Server 2003, ASM Educational Center, Rockville, MD

2007 - MCSA - Windows Server 2003, ASM Educational Center, Rockville, MD

1988 - A.A.S. - Electronic Engineering, Capital College, Laurel, MD

TECHNICAL SKILLS

Windows XP, Vista, Windows 7, Server 2000/2003, Mac OS 10.7, 10.8, 10.9,

Microsoft Office Professional/Suites 2003, 2007, 2010, XP, GroupWise 6.5,

Lotus Notes R5, MS Exchange Server 5.5,PhoneTree, Omniform, Sipass 2.22,

Odyssey, Kronos, File Master, Versyss, Medical Manager, Nortel Call Pilot,

Microsoft Office 2003/2007, WiFi, Abode Writer/Reader, McAfee, Remote

Desktop\Assistance, Remedy, Heat, Fiberlink 360, Wb webmail, PeopleSoft,

Citrix, SCCM, Active Directory, DHCP, DNS,

PCs/LANs/Mainframes/Servers/Token Ring/Ethernet, Siemens Phone System/Key

Voice Processing

EXPERIENCE

11/2014 -Present - MVS - OCFO

. Help end-users migrate current IT assets (mail file, folders,

directories, Network Drives, Access Permissions, etc.) to new IT

assets mapped to their appropriate units.

. Prepare laptops and remote access services for clients working from

home or traveling.

. Created local user accounts on specific PCs' in Executive Director's

Offices during Spring Meetings.

. Manage and configure specific PCs' for internet usage only in

Executive Director's Offices.

. Provide support and setup for presentation equipment.

. User Provisioning via Active Directory including user and group

permissions

. Take live call referrals from any team member and provide technical

support.

. Provide follow-up status to clients according to support policies and

procedures. Report and assigned cases to Tier 2/Tier 3 support team

for proper handling.

. Perform technical tasks related to the support of computer hardware

and software

quality assurance guidelines are met & customer requirements are

satisfied.

08/2014 -9/2014 - ALTA IT Service - NIH

. Help end-users migrate current IT assets (mail file, folders,

directories, Network Drives, Access Permissions, etc.) to new IT

assets mapped to their appropriate units.

. User Provisioning via Active Directory including user and group

permissions

. Take live call referrals from any team member and provide technical

support.

. Provide follow-up status to clients according to support policies and

procedures. Report and assigned cases to Tier 2/Tier 3 support team

for proper handling.

. Perform technical tasks related to the support of computer hardware

and software

quality assurance guidelines are met & customer requirements are

satisfied.

01/2014 -4/2014 - TekSystems - Library of Congress

. Help end-users migrate current IT assets (mail file, folders,

directories, Network Drives, Access Permissions, etc.) to new IT

assets mapped to their appropriate units.

. User Provisioning via Active Directory including user and group

permissions

. Take live call referrals from any team member and provide technical

support.

. Provide follow-up status to clients according to support policies and

procedures.

07/2010 - 03/2014 - The World Bank (Latin American and Caribbean) - IT

Support

. Timely response and constant monitoring of cases received in the

Remedy system.

. Greet, interact and respond in a polite and professional manner to

requests for technical assistance in person, Remedy Sametime,

telephone or via email, maintaining constant communication with client

through these multiple sources of communication.

. Research questions using available information resources, and advise

user on appropriate action.

. Assist clients and training at the LAC IT Help Center with plotter,

Master robot copier, CD/DVD creation. Disk labeler, and others.

. Report and assigned cases to Tier 2/Tier 3 support team for proper

handling.

. Work closely with regional asset management team in relation to IT

inventory and proper charge related requests.

. Provide technical support and solutions to LAC staff in compliance

with institutional standard framework and institutional IT policies

within the World Bank.

. Provide direction and timely training to end users in software and

network usage with an emphasis on Regional best practices as it

relates to the support services provided.

. Diagnose and resolve software and hardware issues on Bank standard

laptops, desktops, and peripherals. Install and troubleshoot shared

network equipment (printers, scanners, fax machines, and

multifunctional devices).

. Install standard software packages and approved software which are

under compliance by the Office of Information Security.

. Laptop mission preparation which includes Fiberlink, remote access

configuration, Lotus Notes configuration, and other requirements

specified on request.

. Update and maintain the pool equipment inventory (laptops, projectors,

etc.) used daily at the region.

. Deleted and renamed computer accounts in Active Directory.

. Installed, configured and support Bank-standard hardware (desktops,

laptops, printers).

. Diagnosed remote access issues with Fiberlink 360, AccessWB and

Webmail.

. Diagnosed hardware issues and recommended parts.

. Prepare laptops and remote access services for clients working from

home or traveling.

. Created local user accounts on specific PCs' in Executive Director's

Offices during Spring Meetings.

. Manage and configure specific PCs' for internet usage only in

Executive Director's Offices.

. Provide support and setup for presentation equipment.

. Performed special projects and other ad hoc duties as assigned by the

unit manager.

. Monitored and tracked helpdesk calls daily using Remedy.

. Diagnose hardware problems and route trouble tickets to the relevant

Hardware teams for resolution and repair

07/2010 - 07/2010 - Aqiwo, Inc - Senior Hardware/Software Technician (The

World Bank)

. Perform technical tasks related to the support of computer hardware

and software

. Assemble, installation, operation, maintenance, distribution,

modification, and testing of hardware and software

. Plan and prepare methods and procedures for tasks

. Diagnose and troubleshoot complex user hardware and software problems

. Participate in the design of tools and subsystems to support reuse and

domain analysis

. Interpret software and hardware requirements and design specifications

. Prepare test plans and reports

03/2009 - 07/2010 - IT Specialist (The World Bank)

. Administer LAN

. Provide training to staff on different forms of technology

. Assist in the setup of PowerPoint presentations

. Provide support in ensuring the proper functioning of computer

equipment used by staff

. Assist in the preparation of laptops for use by travel staff

. Identify and resolved technical problems with hardware, software and

network. Issues

. Participate in installation and testing of computer equipment and

software

. Diagnosed connectivity issues on the local and wireless network.

. Assisted users with first time login for Windows Vista, Lotus Notes

and Passkey.

. Reset and unlock user passwords in Active Directory.

. Configured user and services accounts for Lotus Notes.

. Reimaged, configure and joined desktops and laptops to the network.

. Updated service patches and Antivirus software on pool laptops.

. Deleted and renamed computer accounts in Active Directory.

. Installed, configured and support Bank-standard hardware (desktops,

laptops, printers).

. Diagnosed remote access issues with Fiberlink 360, AccessWB and

Webmail.

. Diagnosed hardware issues and recommended parts.

. Prepare laptops and remote access services for clients working from

home or traveling.

. Created local user accounts on specific PCs' in Executive Director's

Offices during Spring Meetings.

. Manage and configure specific PCs' for internet usage only in

Executive Director's Offices.

. Provide support and setup for presentation equipment.

. Performed special projects and other ad hoc duties as assigned by the

unit manager.

. Monitored and tracked helpdesk calls daily using Remedy.

. Diagnose hardware problems and route trouble tickets to the relevant

Hardware teams for resolution and repair

1991- 03/2009 - Digital Telecommunications - Technical Consultant

. Manage operations of complex network components in a multi-software

environment.

. Analyze and develop work plans.

. Implement solutions.

. Ensure quality assurance guidelines are met & customer requirements

are satisfied.

. Configure, install & upgrade components on systems and peripherals.

Contact this candidate