Jason Chandler

*** ********* ****** ** • Washington, DC 20011 • 202-***-****

acpw3h@r.postjobfree.com

Focused and high performing IT professional, offering extensive hands-on expertise working within

IT/telecommunications industry.

Computer Skills:

Operating Systems: Windows NT/ 2000/ XP/ Vista/ 7/ 8, Windows Server 2000/ 2003/ 2008, DOS, Red Hat Linux

9.0, Novell Netware, Mac OS 9/10.X, IOS

Programming Languages: Visual Basic

Internet Protocols/ Networking: TCP/IP, DNS, DHCP, Cisco, Apple Base Stations

Software Applications: Microsoft Office Suite 2000/2003/2007/2008 (for Mac)/2010/2011 (for Mac), Lync 2010,

Active Directory, PeopleSoft, Adobe Acrobat Pro 7/ 8/9, SQL, Microsoft Exchange Server 2003, Windows Server

2000/ 2003/2008,Veritas Backup Exec, McAfee/ Norton Anti-virus, Symantec Ghost, Oracle, MERLIN Messaging

Administration 2.5, Congress Plus, Blackberry Enterprise Server, Sonic Wall, PASS/ Ariba Buyer, Remedy 5.5/ 7.6,

Remedy Force, Quicken, QuickBooks 2010, LANDesk, Bomgar, VMWare, Cisco NAC Agent, Symantec pcAnywhere

Education, Certifications, and Awards:

ITT Technical Institute – Springfield, VA

AAS: Computer Network Systems, June 2002 to June 2004

Honors Graduate

University of Maryland at College Park

BA in Decision and Information Sciences, Coursework: September 1997 to May 1999

Completed the College Park Scholars Program – International Studies

Eleanor Roosevelt High School – Science and Technology Center

Diploma in Engineering, September 1993 to June 1997

Apple Certified Support Professional 10.5 - 9L0-402

Microsoft Certified Professional – 070-270 Installing, Configuring, and Administering Microsoft Windows XP

Professional

IT ServUs Superstar Performer – 2009, 2011, and 2013

Experience:

Service Desk Analyst 03/15 – 05-15

United States Patent and Trademark Office

• Provide courteous and responsive support to all staff and their representatives.

• Immediately answer and log all incoming problems and requests. Detail actions taken to resolve problems in

the customer’s call tracking software (Remedy).

• Update all open and, otherwise, unresolved calls in the customer’s call tracking software on a daily basis.

• Ensure closed problems have been adequately documented in a timely manner.

• Stay abreast of and abide by all helpdesk policies and procedures. Read and follow instructions and how-to

documentation provided.

• Closely follow customer-provided scripts and knowledge base articles to resolve common issues.

• Analyze incidents using previous experience and knowledge to resolve them without escalation wherever

possible.

2

• Take initiative to research and solve challenging problems. Actively share gained knowledge with the

helpdesk team through appropriate communication channels.

• Promptly escalate unresolved issues by assigning to the appropriate workgroups and passing along all

pertinent information through the use of work logs.

• Work closely with helpdesk management to provide the best possible support services from both a customer

service and technical perspective.

• Support other helpdesk tier levels to contribute positively to the customer’s service delivery.

IT Specialist – Lead Tier II Field Engineer/ DCPS Field Manager 07/07 – 08/14 with the Washington, DC Office of

the Chief Technology Officer

Lead Tier II Field Engineer/ DCPS Field Manager – IT ServUs 12/07-08/08 and 10/08-08/14

• Member of a 32-engineer team providing tiers II & III LAN/WAN IT support to over 10, 000 seats across

District Government agencies such as DCPS, OCTO, EOM, DDOT/DPW, OAG, DOH, and FEMS.

• Coordinated staffing and budgeting for and managed DCPS field technicians.

• Configured and managed Windows Server 2003 and 2008 R2 print and file servers for various government

agencies.

• Created, logged and updated trouble requests using Remedy 5.5, 7.6, and Remedy Force Helpdesk Call

Tracking Software.

• Performed installation, configuration, training and support of standard citywide software: Microsoft

Windows 2000, XP, Vista, and 7. Microsoft Office 2000, XP, 2003, 2007, 2008 (Mac Version), 2010, and

2011 (Mac Version), Mac OS 9 and OS 10.X, McAfee Virus Scan, Adobe Acrobat 7, 8, and 9, and 10 and all

user and agency-specific applications (including ProLaw and Citrix).

• Performed as a team lead/ supervisor to provide training, management and organization skills to most

effectively complete ongoing, large-scale, IT projects for various government agencies.

• Performed as a senior technician to be a point of contact for other technicians attempting to resolve various

technical issues.

• Worked closely with IT ServUs management for the planning and execution of special projects and policy

implementation.

• Performed Active Directory and Microsoft Exchange management for District government domain and email

accounts.

• Developed documentation, scripts, and tools used for the installation, delivery, upgrading and troubleshooting

of client/server based applications and services.

• Installed, maintained, and updated virus protection software for servers and workstations.

• Utilized Symantec Ghost to create and deploy images for faster workstation initialization, setups, and repairs.

• Performed data back-ups on workstations and servers to ensure data integrity during setups, troubleshooting,

and equipment upgrades.

• Tested various agency applications on Windows Vista, Windows 7 to prepare for upcoming transitions.

• Configured and troubleshot Microsoft Network and Exchange accounts using the District’s Active Roles

Portal and Active Directory.

• Performed installation and support of computer, server, switch and router hardware components.

• Installed, configured and supported wireless network components including Apple AirPort Base Stations and

Cisco wireless access points (WAP’s).

• Configured and troubleshot all wireless applications and utilities to ensure wireless connectivity (including

Dell, Intel ProSet and Sprint SmartView wireless software and utilities).

• Installed, configured, troubleshot, and maintained all local and network printers for various HP, Canon,

Sharp, Brother and Xerox models.

• Perform driver and firmware updates for all workstation and printer hardware.

• Installed and configured network client adapters, protocols, and services.

• Installed, maintained, supported and provided troubleshooting for workstations, servers, and remote access

networking for various platforms (including Dell, HP, Mac, and Gateway).

• Supported hardware and software using Microsoft Windows 2000, XP, Vista, and 7 and Mac OS 9 and OS X

and troubleshot all hardware and software-related problems.

Jason Chandler

608 Nicholson Street NW • Washington, DC 20011 • 202-***-****

acpw3h@r.postjobfree.com

• Installed and troubleshot desktop and laptop computers and peripherals either on an individual basis or as a

part of a large scale system deployment.

• Ensured LAN/WAN connectivity from the server-level through routers, switches, hubs, and patch panels to

the client workstations by toning and tracing ports, troubleshooting various models of hubs, and assisting the

Network Operations Center (NOC) in troubleshooting Cisco routers, switches, and wireless access points

(WAP’s).

• Assisted security engineers with identifying and resolving anti-spyware, anti-virus, anti-spam, firewall, and

host intrusion prevention issues.

• Identified and manually removed various spyware, adware, and viruses.

• Utilized LANDesk, Bomgar, and DameWare to resolve software issues remotely.

• Resolved multiple helpdesk requests, while complying with standard SLA’s set by IT ServUs’ management

staff.

• Provided timely, professional, and accurate responses to end-user issues.

• Assured productive self-management in order to complete all assigned task and requests.

• Adhered to and work within established policy and procedures.

Tier II Engineer – Office of the State Superintendent of Education (OSSE) 08/08-10/08

• Built and maintained an agency-wide print server and all of its network peripherals.

• Created and updated floor plans showing all agency network printer and wireless access point locations.

• Acted as a team lead on various projects to provide management and organization skills to most effectively

complete the projects.

• Performed Active Directory and Exchange management for agency domain and email accounts.

• Assured timely, professional, and accurate responses to end-user issues.

• Analyzed performance of user support and helpdesk activities.

• Document helpdesk resolution, identify problem areas, devise and deliver solutions to enhance quality of

service and to prevent future problems.

• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software,

installing hardware, and configuring systems and applications.

• Troubleshot Microsoft Office 2003 and 2007 environment.

• Troubleshot wired and wireless networking related issues.

Tier I Technician - IT ServUs 10/07-12/07

• Provided courteous and responsive support to all staff and their representatives.

• Immediately answered and logged all incoming problems and requests. Detailed actions taken to resolve

problems in the customer’s call tracking software (Remedy).

• Updated all open and otherwise unresolved calls in the customer’s call tracking software on a daily basis.

• Ensured closed problems have been adequately documented in a timely manner.

• Stayed abreast of and abide by all helpdesk policies and procedures. Read and follow instructions and how-to

documentation provided.

• Closely followed customer-provided scripts to resolve common issues.

• Analyzed incidents using previous experience and knowledge to resolve them without escalation wherever

possible.

• Took initiative to research and solve challenging problems. Actively shared gained knowledge with the

helpdesk team through appropriate communication channels.

• Promptly escalated unresolved issues by assigning to the appropriate workgroups and passing along all

pertinent information through the use of work logs.

• Worked closely with helpdesk management to provide the best possible support services from both a

customer service and technical perspective.

• Supported other helpdesk tier levels to contribute positively to the customer’s service delivery.

• Performed team lead functions to included managing and training other tier 1 technicians.

4

Tier I Technician – ASMP 07/07-10/07

Provided city-wide telephone support for PASS - Ariba Buyers version 7.1 and PeopleSoft enterprise

applications with the Administrative Services Modernization Program (ASMP) of the Government of the

District of Columbia.

Ensured each problem is resolved within the time specified in the service level agreement (SLA).

Tracked tickets accordingly using Remedy standards and escalate or reassign to specific groups as appropriate

according to the SLA.

Communicated problems in a non-technical manner to customers with varying levels of expertise.

Trained government employees in proper procedures for the requisitioning and procurement of goods and

services in PASS.

Trained employees in documenting, reviewing, and approving staff in PeopleSoft Time and Labor.

Acted as a liaison agent between the users and technicians when cases are reassigned to the Tier 2 & 3

support desks.

Troubleshot login problems in PASS and PeopleSoft.

Help Desk and Network Support Intern 12/06-06/07

Oceana, Inc.

Provided end-user support and training to all associates locally and internationally.

Administered Active Directory computers, users and groups.

Administered all print servers and all peripherals.

Administered Merlin Messaging telephone system.

Administered all profiles and policies on the Microsoft Exchange server.

Installed, configured, maintained, troubleshot and upgraded hardware and software on all printers,

workstations and servers.

Created and maintained all images on the Symantec Ghost server.

Performed software trials to determine if the programs will be useful resources within the network.

Acted as a liaison between Oceana and technical vendors.

Managed Blackberry handhelds and users in Blackberry Enterprise Server.

Help Desk Analyst 05/06-10/06

Presidium Learning

Provided front-line support for Pearson Education products and Blackboard to students and instructors from

schools nationwide.

Provided internal desk-side support to on-site PC’s.

Provided expertise in supporting Microsoft based hardware and software for Windows 95, 98, 2000, and XP

platforms.

Remotely corrected installation and performance problems, as well as, registration issues.

Revisited old cases to ensure that all problems were resolved.

PC Technician 02/06-05/06

The Midtown Group, Inc.

Removed old computers and install new computers.

Removed hard drives from old computers to be erased.

Updated software on new computers and add them to the domain.

Connected new computers to network printers.

Provided troubleshooting and corrected hardware, software, and connectivity issues.

Systems Support Specialist 05/04-10/04

ITT Technical Institute

Installed, configured, maintained, and upgraded servers and workstations in a campus-wide LAN.

Provided troubleshooting and replacement of malfunctioning hardware and software within the LAN.

Provided end-user support and training.

Acted as a liaison between campus and technical vendors.

Jason Chandler

608 Nicholson Street NW • Washington, DC 20011 • 202-***-****

acpw3h@r.postjobfree.com

Maintained faculty and user databases and files.

IT/ Telecommunications Contractor 01/00-01/05

Installed and serviced voice and data cable systems for commercial sites.

Provided direct desktop support for various clients following installation to ensure LAN/ WAN connectivity.

Patched and updated workstations, servers, and network printers.

Resolved LAN/WAN connectivity issues for various sites.

Expertise in supporting (2000 and XP)

Resolved LAN WAN connectivity issues

Troubleshoot DNS, DHCP, and WINS issues.

Keywords: Microsoft Windows 2000/ XP/ Vista/ 7, Microsoft Office Suite 2000/2003/2007, Active Directory,

PeopleSoft, Adobe Acrobat Pro 6.0/ 7.0, SQL, Microsoft Exchange Server 2000/2003, Windows Server

2000/2003/2008R2, Veritas Backup Exec, Symantec Anti-virus, Symantec Ghost, Oracle, MERLIN Messaging

Administration 2.5, Congress Plus, Blackberry Enterprise Server, Sonic Wall, PASS/ Ariba Buyer, Remedy, McAfee,

Microsoft Certified Professional, Apple Certified Support Professional, IOS

Contact this candidate