Reese A. Butler

**** ***** **** **.

Upper Marlboro MD, 20772

301-***-**** * Email: acqinw@r.postjobfree.com

Summary of Qualifications: Professional well driven Desktop Support technician /Customer Service Representative with 9 years of experience that's looking to obtain a challenging career that will enable me to utilize and expand my experience. I’m seeking an environment that fosters learning and professional development. And I’m a skilled customer service representative with proven ability to motivate teams, to maximize productivity. I'm a self- motivated representative with the ability to do multiple tasks with little supervision. Clearance Level: Active Secret.

October-12/- Present DLA Fort Belvoir, VA

Desktop Support Technician

Worked tickets assigned to me using BMC Remedy. Manage tickets to respond to in order of priority (per SLA). Remediate security issues: from swapping infected computers to ensuring updates were being received on machine Responded to a wide variety of tickets from hardware faults to network connectivity. Working with Windows 7 OS. Fixed issues with Office Suite, IE and multiple government software, unlocked accounts and ensured they were set up correctly for new users. Imaged SIPR machines before deploying and ensure that they are on domain and fully updated. Went to customers locations to troubleshoot and resolve issues. Fixed drive mapping, Outlook, CAC, printer connection issues. Added and deleted user accounts in Active Directory. Also provided 24X7 support to J-LOC during Hurricane Sandy. Ability to develop/create statistical data; using databases and manipulating data files to extract data elements to support decisions. Conduct supply chain studies and analysis within the DoD, DLA, and international partners; recommend process improvement solutions. Responsible for requirements determination/analysis and meeting DoD and international customer needs. Presents task group objectives and methodology to the appropriate management team and other representatives. Responsible for tracking project progress against the developed project plan through the analysis of execution metrics throughout the project life cycle, adjusting specific tasks to compensate for deviations .Conducts a wide variety of studies, evaluations, and assessments, addressing the impact of cataloging and logistics initiatives/projects/programs have on world-wide programs. Develop and implement high level logistics data initiatives/projects/programs and provide assurance and verification that all new logistics requirements of the program are met. Serves as a site/regional manager and supervisor for an IT Support Office responsible for the monitoring and operational troubleshooting of government authorized and owned personal computers Provides Agency IT expertise and daily operational management and oversight of all IT systems Ensures changes to network architecture are properly coordinated with other internal and external support activities, customers, and senior management Oversees and directs functions necessary to develop policies, procedures and guidelines for the successful implementation and management of Local Area Networks (LAN)Directs an organization providing complex administrative and technical functions with regards to information systems and technology (IT) directly affecting organization and other customer missions

June-11/– October USPTO Alexandria, VA

Desktop Support Technician

Receive request from customers and create service records in EAMS for hardware moves and deployments. Added, deleted and maintained user accounts in Active Directory. Update tickets and notify customer on status of request daily. Ensure that each EAMS record does not exceed the 6 hour SLA. Contact customers and ensure the tickets requiring information from customers do not exceed the 3day maximum response deadline. Contact other groups on the status of service records when needed. Follow the whole progress/tasks of each assigned service records until the request is complete and customer is satisfied. Attend weekly meetings with Request Fulfillment team to discuss changes, updates and any other concerns. Navigate customers through the USPTO website to obtain needed information. Give customers instructions on how to access and complete Patent and Trademark forms. Assist customers with Patent and Trademark searches on the USPTO Website. Troubleshoot desktop and laptops running Windows XP and Windows 7 operating systems and other information technology applications related to the USPTO IT infrastructure according to the OCIO Policies and Procedures. Log all calls using Remedy (EAMS) by creating tickets for every call and email that is received. Also configured user phone accounts to CISCO VoIP 7900 series.

July-10/June-11 DLA Fort Belvoir, VA

Desktop Support Technician

Refresh project for entire agency upgrade from Gateway’s 475’s to new Dell Laptop’s. Other responsibilities include creating incident tickets for every call received using Heat ticketing system and managing the ticket for inception to resolution. Adding user’s through Active Directory. Blackberry Enterprise Services (BES), Entrust, Windows Mobil Devices (WMD), Microsoft Exchange 2k3 and 2k7. Handle and answer all customer inquiries, my duties also include laptop configurations, ghost imaging, password resets, downloading software programs, and some blackberry installs. Along with investigating and resolving all customer complaints to insure customer satisfaction, responsible for providing Level 1 and Level 2 Remote Help Desk Technical Support. Desktop support and special projects support for software, hardware & IT related issues to Federal customers & contractors. Other support functions, serve as a technical point of contact for troubleshooting for hardware/software PC and printer problems. Also CAC card pin reset’s, analyze, repair, PKI, install and configure software applications on all IT customer computer systems or related equipment in accordance with standard operational procedures. Also configured user phone accounts to CISCO VoIP 7900 series.

October-08/May-09 DTRA Fort Belvoir, VA

Desktop Support Technician

Responsibilities include creating incident tickets for every call received using Heat ticketing system and managing the ticket for inception to resolution. Adding, deleted, and maintained user accounts in Active Directory. Handle and answer all customer inquiries, my duties also include laptop configurations, ghost imaging, password resets, downloading software programs, creating and maintaining templates using VBA, Concordance v9 also some blackberry installs. Along with investigating and resolving all customer complaints to insure customer satisfaction, responsible for providing Level 1 and Level 2 Remote Help Desk Technical Support. Desktop support and special projects support for software, hardware & IT related issues to Federal customers & contractors. Other support functions, serve as a technical point of contact for troubleshooting for hardware/software PC and printer problems. Analyze, repair, PKI, Entrust, install and configure software applications on all IT customer computer systems or related equipment in accordance with standard operational procedures.

June -07/October- 08 Daston Corporation McLean, VA

Help Desk Technician

Responsibilities include assisting customer's with application support via telephone and email for various financial management systems in a call center environment. Achieve caller satisfaction by handling the call in average time parameter/first call resolution and captures all relevant information in the incident record. This position is also responsible for creating incident tickets for every call received .Managing the ticket for inception to resolution while handling and answer all customer inquiries, my duties also include investigating and resolving all customer complaints to insure customer satisfaction.

July-04/May 07 Office of the Comptroller of the Currency Washington, DC

Help Desk Technician

Duties included answering the help desk calls in a call center environment; recorded customer's information and problem description, assisted with troubleshooting and resolving hardware, operation systems and application issues. Responsibilities also included researching, identifying and responding efficiently to located system related problems, configured, installed and maintained computers and peripherals. This position was also responsible for monitoring the backlog keeping all supervisors informed of potential problems in the work flow.

Education: Diploma 2000 – GPA 3.25 Du Val High School Lanham, MD

Certifications: Security +, Windows 7:70-680

Computer Skills: Microsoft Windows XP, Vista, and Windows 7, Microsoft Power Point, Adobe Reader 9.0, VPN, Java, Roxio, Word Perfect, Microsoft Project, Microsoft Office 2010, 2007, and 2003 Microsoft Word, Excel, Lexis-Nexis, Microsoft Office Tools, Microsoft Exchange, Microsoft Outlook, Pegasys Application, E2 Travel Solutions, Active Directory, VBA, Concordance v9,Remedy Ticketing 7.6, Blackberry, Lotus Notes, PC Anywhere, Remote Assistance, Dame Ware Mini Remote Control, Bomgar, RSA Security, VMware vSphere Client, Active Roles Sever, Cisco Phone, Nortel Phone, Microsoft Office Communicator 2007, CISCO IP Communicator, CAC Pin Reset, Java, Oracle, Air Cards, Juniper, Citrix, HP Printers, Dell Printers, Cannon Printers, Sharp Printers, SIPR, Mac, PKI, Entrust, CISCO VoIP 7900 series Desktop Soft Phone Systems and Type 45-50WPM.

References Furnished Upon Request