RAY ALEXANDER TYLER

240-***-**** (home), 240-***-**** (alternate)

ad47v7@r.postjobfree.com

PROFESSIONAL EXPERIENCE

May 2021 – Present Octo Consulting Group Customer Support Analyst

GSA (General Service Administration)

Working on the GSA EOSS-BP contract as a Helpdesk Analyst to support GSA, Commercial Vendors and other government agencies. To triage issues before escalating to the next Tier and also coach our customers on how to use the NHC (Networx Hosting Center) and also assist on creating account for the Agency Pricer to review contract prices for other vendors that GSA Supports. Also setup meetings to gather information to better assist our customers within GSA.

November 2017 – May 2021 URS/AECOM Sr. Field Systems Engineer

DHS (Department of Homeland Security)

Working on the DHS USCIS(United States/Citizens and Immigrations Service) under the NATIONS contract for AECOM. Currently at the Fairfax, VA offices a facility called WAS (Washington Field Office) for immigrants that become citizens.

As a Field System Engineer I support over 200 end users as a Tier II/III agent.

Also I am responsible for remote contracting sites in the Northern Virginia area to maintain their network connections and I am on call for 24 hours and seven days a week.

Develop new iPads for video interviews through MS Teams and also maintain some MAC laptop support.

December 2013 – November 2017 URS/AECOM Team Lead/Sr. Desktop Support Specialist

SEC (Security and Exchange Commissions)

Team Lead for fifteen Desktop Technicians on the Security & Exchange Commissions. Within this team we have the following to supervise:

MAC (Macintosh) Team

IMAC (Installs/Moves/Adds/Changes)

Executive Support Staff Team

Blackberry Support

Desktop Support

Provided weekend duties for large moves of 20 to 200 users at a time.

Kept our incident counts from averaging 100 a day to 40 a day.

May 2012 – August 2013 Convergence/ECS Federal Services Team Lead Desktop Support Specialist EPA (Environment Protection Agency)

Team Lead with 20 Desktop Technicians under me.

Provided weekend duties for large moves of 20 to 200 users at a time.

Kept our incident counts from averaging 100 a day to 40 a day

April 2011 – May 2012 IP Network Solutions Inc. (Herndon, VA) Sr. Desktop Support Specialist SEC (Security and Exchange Commissions)

Team Lead for fifteen Desktop Technicians. Within this team we have the following to supervise:

MAC (Macintosh) Team

Executive Support Staff Team

Blackberry Support

Desktop Support

On call for weekend support.

Weekend duties for large moves of 20 to 200 users at a time.

Kept our incident counts from averaging 100 a day to 40 a day.

March 2009 – April 2011 K-Force Staffing Company (Reston, VA) Desktop Support Specialist EPA (Environment Protection Agency)

Responsible for deploying workstations, laptops and printers throughout all of EPA. Configuring through Novell Lan network called ZENWORKS and ghosted all workstations and laptops and setup Lotus Notes e-mail for end users.

March 2008 – March 2009 K-Force Staffing (Baltimore, MD) Help Desk Support Specialist USDA (United States Department of Agriculture)

December 2007 – March 2008 K-Force Staffing (Reston, VA) Help Desk/Desktop Support Specialist Charles Rivers & Associates International

October 2007 – November 2007 T-MSI (Rockville, MD) Technician Specialist Department of State, Medical Bureau

January 2007 – August 2007 / T-MSI (Rockville, MD) Help Desk Technician USDA (United States Department of Agriculture), Graduate Schools

EDUCATION

Jan 2005 – Present Strayer University, Washington, DC (Pursuing) Associates Degree

SECURITY CLEARANCE

Top Secret, DoD from 1997 to 2002

Secret, DoD, as of 2004

Top Secret, DoD as of 2004

AWARDS

Certificate of Appreciation from the Bureau of Diplomatic Security, Department of State, 2003

Certificate of Excellence from the Bureau of Consular Affairs, U.S. Department of State

Received certificate for Oracle 8i (PL/SQL), Southeastern University, 2001

EXPERIENCES & CERTIFICATIONS

Applications:

ARS – Remedy ver. 5.0/MS Office 97/2000/Oracle 8i - 9i/PL/SQL programming language/Digital Certificates PKI Readers/Knowledge Base/Rational Software/Clear Case/DB2/FoxPro/Visual Basic/COBOL Programming Language/NetIQ

Operating Systems:

Windows 3.51/NT4.0/2000/XP workstation and servers /Unix Operating System/BanyanVines/Linux/CitrixServer/DNS/DHCP/WINS/TCP/IP/Exchange Server 5.5/Lotus Notes/IBM 3270 Mainframes/Wang VS/SMS 2.0 & 3.0 Servers

Peripheral Devices:

Hewlett Packard: Printers/Plotters/Scanners/Servers/PC/PDA/Digital Senders

Dell: Printer/PC/Servers/PDA

Lemark: Printers

COMPAQ: PC/Servers/PDA

LCD Monitors: All brands

Certifications:

SAFe Agile Scrum Master.

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