Kendall Roberts

**** *** *** *****

Clinton, MD *0735

301-***-****

acb8dn@r.postjobfree.com

EDUCATION:

. College Of Southern Maryland, La Plata, MD; pursuing an A.A. degree in

Information Services Technology

. Dr. Henry A. Wise Jr. High School, Upper Marlboro, MD; HS Diploma -

June 2009

WORK EXPERIENCE:

Inovalon, Bowie, MD

Technical Support Analyst (11/2013-Present)

. Troubleshoot computer hardware and office peripherals, including Dell

desktops and laptops, printers, monitors, scanners.

. Assists with employee onboarding, off boarding, orientation, and

office moves.

. Create, escalates, and closes support tickets.

. Support and troubleshoot audio visual and video conferencing systems

. Support helpdesk ticketing system, manage and prioritize requests, and

escalate tickets (OTRS)

. Configure e-mail, printing, and file access to network resources

. Record hardware inventory transactions with Asset Management

. Investigate and resolve software and hardware problems of computer

users, using remote diagnostics and tools.

AAC Inc., Vienna VA

Helpdesk Technician (Short-Term Contract) (12/2012-10/2013)

. Federal Government Contract with CFPB (Consumer Financial Protection

Bureau)

. Provide expert telephone support to users; troubleshooting a variety

of software, hardware and network issues to point of resolution or

escalation.

. Respond to incidents, requests and inquiries via phone, email and walk

up.

. Logged Tickets with Remedy

. Set up new user's computer equipment

. Test functions of installed equipment.

. Set up permissions and roles in Active Directory

. Assigned Tokens for VPN access

. Route calls to the appropriate group for resolution in accordance with

established escalation procedures

. Provide regular and frequent communication with the client to keep

them informed on ticket status and anticipated resolution time frame

Robert Half Technology, Bethesda, MD

Desktop Support Technician (Short-Term Contract) (06/2012-11/2012)

. Configured clients e-mail applications

. Restored clients Blackberrys for Outlook

. E-Mail Refresh Project for Abt Associates

. Provided technical support for clients

. Single Sign-On Project for Abt Associates

. Verified all Single Sign-On applications worked properly

Insource Inc.,

Deployment Tech (Short-Term Contract) (02/2012-06/2012)

. Install New PCs for various Capital One Bank Branches throughout DC

area

. Uninstall and pack old PCs from Capital One Bank Branches

. Mid-Atlantic Refresh Project

. Provide technical support for branches during refresh project

. Disconnect Old PCs from network and reconnected new PCs to network

TECHNICAL SKILLS:

Microsoft Office Suite (2010)

Typing speed - 40 wpm

Proficient PC Troubleshooting (Hardware and Software)

Active Directory

VPN

Networking

PDA Support (Blackberry)

Printer Support (HP, Dell, Canon, Lexmark, Sharp, Xerox)

SCCM (Remote Support and Software Push)

RSA Token

BMC Remedy

OTRS

TRAINING:

Computer Literacy - Prince George's Community College

Basic Networking - Prince George's Community College

Understanding Operating Systems - Prince George's Community College

PC Support and Service- College of Southern Maryland

Introduction to Databases- College of Southern Maryland

Computer Security- College of Southern Maryland

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