Rodric Dwight McKinnon II.

Address:

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

Glen Burnie, MD. 21061

Cell 443-***-****

acn00z@r.postjobfree.com

Objective: To secure a growth opportunity in the Information Technology

field, as a Help Desk Specialist.

Education: B.S. in Computer Networking, Shepherd University -

Shepherdstown, WV

Information Technology Certifications: Security + (June 30, 2013), ITIL

Foundation v3 (April 4, 2014), HDI "Support Center Analyst" (May 28, 2013).

Citizen of origin: United States.

Level of Clearance: Top Secret

Related Work Experience:

DEFENSE INFORMATION SYSTEM AGENCY (DISA) Fort Meade, MD.

CSC (Govt. Contractor)

Service Desk Analyst I: November 2013-current. Hours worked, 40 per week.

I am the First point of contact of customer service for DISA govt.

employees, and contractors in Hardware and Software Support. Document and

record all the user's issues and requests in the Remedy ticket tracking

system. Provide step-by-step instructions on troubleshooting and

installing applications and software in a courteous and professional

manner. Troubleshoot and resolve CAC card issues. Troubleshoot and resolve

Outlook email issues. Map network printers for users. Use remote control

software (Dameware) to connect to users computers to identify and solve

problems of computer related issues. Train new helpdesk staff on phone

support, procedures, and performance standards. I escalate tickets to the

appropriate group when required to do so. I provide status updates to

users on existing ticket requests.

Pragmatics Inc.

Service Desk Analyst I: June 2011to Current. Hours worked, 40 per week.

I provide Technical Hardware, and Software Support to State Department

Employees and Contractors in the United States and over-seas. I am the

single point of contact for all user requests and incidents. Perform

Password Re-sets thru Active Directory, along with verifying status of

Account Moves. Maintain full ownership of ticket through its lifecycle.

Provide first call resolution or triage for all calls. Ensure that for

every call or reported event a ticket is created in both a timely and

accurate manner, thru Remedy Ticketing System. Verify user contact and

asset information, categorize ticket accurately, and populate ticket with

full description of event. Utilize the knowledge base and other support

documentation to identify, isolate, diagnose and resolve user technical

problem and provide information and status as requested. Enter all

troubleshooting performed and, if applicable, the resolution. Escalate

tickets to the appropriate support group if required by warm transfer.

Oakgrove Technologies / Vistronix Inc

Systems Analyst I: September 2007 to March 2011. Hours worked, 40 per

week.

I provided technical support to more than 100 Environmental Protection

Agency (EPA) employees and contractors at EPA facilities on Fort Meade, MD.

My duties included responding to user application software issues and

system hardware problems. I performed troubleshooting over the phone, in

person, and via remote access (proxy). I used the commercial software tool

C-Support to create and track trouble tickets. I installed and maintained

user computer systems running Windows XP. I was responsible for

documenting all problem analysis performed, and closed tickets upon

completion. I provided support for desktops, laptops, network printers and

scanners. I maintained the inventory of printer supplies for all the

various local and network printers. I performed initial PC Set-up for new

employees to include establishing their Lotus Notes 8.5 email accounts and

assisted new users, with gaining access to network assets. I performed

routine tasks such as unlocking user accounts, assisted users changing

their passwords when they expired for our network, and email problems. I

installed local printers and printer drivers when needed. I also reimaged

hard drives, performed data transfer of files to new hard drives, and

performed other tasks such as excess equipment turn-in for recycling.

Micros Systems, Inc Columbia. MD.

Help Desk Analyst: November 2004 to May 2006. Hours worked, 40 per week.

I provided software support to clients using the Micros commercial

application. I provided 100% phone support in a call center environment.

I documented confirmed software bugs to be corrected in future releases. I

also checked the clients hardware components such as workstations,

printers, and scanners to determine if the problem is software or hardware

related.

Mathematica Policy Research Columbia, MD. Hours worked, 40 per week.

Assistant Project Supervisor: February 2004 to July 2004

I supervised a staff of 15 help desk personnel. I provided formal training

to subordinates in the areas of proper locating techniques and Help Desk

Call procedures. My role as supervisor also included monitoring and

mentoring new help desk personnel. I performed quality control checks to

test and verify that the web-enabled applications were online, accessible,

and functioning properly.

Help Desk Supervisor: September 2003 through February 2004. Hours worked,

20-25 per week.

Supervised a staff of 5 people to receive incoming calls from respondents

who were participating in the National Survey of Recent College Graduates.

I assisted users in recovering user names and passwords when lost or

forgotten. Answered questions about the survey being performed, resolved

problems, and complaints of respondents conducting the survey. Transferred

calls to the telephone interviewing section to complete surveys. Performed

locator searches on respondents who were selected to participate in the

study. Ensured the department met quality goals established for the

department.

Arbitron Radio Ratings, Columbia, MD. Hours worked, 20 per week.

Network Intern: May 2001 through August 2001

Installed workstations and connected them to the corporate local area

network. Assisted in the formal training of new employees with the use of

their workstations, to include logging into the Unix based operating system

using Tele-thena, a CATI software package. Performed sample and workflow

management tasks. Worked with a predictive dialer to enhance the

operations of data collection.

Other Experience:

The Cleaning Authority, Columbia. MD.. Hours worked, 40 per week.

Assistant Manager: July 2004 thru November 2004

Supervised a staff of 20 customer service representatives, who received

incoming phone calls from people interested in receiving estimates for

cleaning service. Entered personal information into a database. Received

phone calls from existing customers of the Cleaning Authority, who called

to verify their cleaning days and times, or assisted in re-scheduling of

home cleaning. Monitored customer service reps. in ensuring they were

maintaining the standards of procedures set forth by the department.

Received escalation phone calls from customer service representatives of

angry customers, and assisted them in gaining resolution to their problems.

Shepherd College, Shepherdstown, WV.. Hours worked, 20 per week.

Resident Assistant: January 1998 through May 2002

Served as peer counselor, problem solver, and a point of contact for

general information for residents. Picked up mail for 120 residents.

Planned and organized educational events and trips for residents.

Arbitron Radio Ratings, Columbia, MD.. Hours worked, 20 per week.

Telephone Interviewer: June 1998 thru January 2001

Conducted preliminary screenings by phone. Developed relationships with

clients through strong communication skills. Worked with clients to ensure

that required data items were captured. Maintained a client database, and

assisted supervisors with the formal training of new employees.

Military Service

United States Army JAN93 - JAN96

Awarded Army Achievement Medal for service in Saudi Arabia from December

1993

to May 1994. I served in Task Force 2-43 Patriot Air Defense Artillery.

Honorably discharged January 1996.

Computer Skills: Active Directory, MS Exchange, DameWare (Remote Tool),

Remdy, MS Word, MS Internet Explorer, PowerPoint, Clarify (Ticketing

Software), Lotus Notes 8.5, MS. Outlook C-Support (Ticketing Software)

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