Joseph M. Santos

*** ***** ****** ** #***

Washington, DC 20012

Tel 202-***-****

advoqj@r.postjobfree.com

TECHNICAL SKILLS

Expertise in MS Windows XP, 7, 10, Mac, MS Outlook, Webpage, Webex, Teams, Networking, Data Migration,SW Installation, Reimaging, Troubleshooting, Configuration. Skilled in Active Directory 5years, Cayosoft, Citrix, SharePoint 2010 and 2013, SAP database, Firecall, Pointsec, Watchdox, LastPass-Vault, Dragon Nat.Speaking, Blue Zone, ApprovIt eSign, AVS4U, Merlin, MicroD, AcrobatDC Pro, TeamMate, Accuprint, ThinApp, eCourt, OnBase, DtSearch, Patchlink/Lumension, Aventail Connect, Orbit, Business Objects, Arcgis/SAS, IRMS, FOIA Xpress, HEAT, Remedy, Maximo, Cherwell ticketing system, MS Exchange 2010, IE-9, IE-11, MS Office 2010/13/16/365, MS Project, MS Visio 2013, 2016, Front Page, Script-HTML, Oracle, C++, Assembly Language, CISCO-Phone, Android, iPhone, iPad and Tablets.

Languages:Fluent in English, Portuguese, and Spanish. Proficient: French

PROFESSIONAL EXPERIENCE

IT Specialist Contract Appeals Board (CAB) Dec.2021-Present

DUTIES:

Provide high-level of customer service to Judges, Lawyers, Court Clerks and Administrative personnel. including effective communication. Resolve issues for desktop and laptop incidents and requests in a timely manner. Troubleshooting and resolving desktop/laptop software including installing, configuring, and understanding functionality. Resolving service-related issues such as user data back-up printing, WebEx, Teams, Zoom, Supporting Windows 10, iOS. Troubleshooting virtualized environments and make recommendations for improved performance. Troubleshoot, maintain, repair, upgrade and install various pc hardware, printers’ scanners print-labels, network access, telephones, and other equipment for new hires and existing employees.

Assist users remotely with Bomgar and MS Quick Assist, desk side support as well as phone, support.

Active Directory: unlock accounts, reset password, deprovision and deactivate Create New Accounts, install/configure software, troubleshooting pc’s, SharePoint 2019, VPN-Pulse Secure, Zscaller, IE-11, Edge, MS Office 2016, 365, WIN-10 New PC Image.

Experience in working with Zendesk, Remedy, and Service Now ticketing system.

IT Specialist DC-Gov. (OAH) – Wash. DC Apr 2019-Dec.2021

DUTIES:

Provide high-level of customer service to Judges, Lawyers, Court Clerks and Administrative personnel. including effective communication. Resolve issues for desktop and laptop incidents and requests in a timely manner. Troubleshooting and resolving desktop/laptop software including installing, configuring, and understanding functionality. Resolving service-related issues such as user data back-up printing, WebEx, Teams, Supporting Windows 10, iOS and Android. Troubleshooting virtualized environments and make recommendations for improved performance. Troubleshoot, maintain, repair, upgrade and install various pc hardware, printers’ scanners print-labels, date stamps, network access, telephones, and other equipment for new hires and existing employees.

Assist users remotely with Bomgar and LANDesk, desk side, phone, email, Active Directory: unlock accounts, reset password, deprovision and deactivate Create New Accounts, install/configure software, troubleshooting pc’s, eCourt, DtSearch, OnBase, SharePoint 2019, Tableau, VPN-Pulse Secure, IE-11, MS Office 2016, 365, Teleconference set up: WIN-10 New PC Image, MS Windows Server 2018.

Worked as the Agency’s (POC)Website Editor- worked closely with OCTO technical staff in resolving pc and server issues.

Experience in working with Remedy/Zendesk ticketing system.

T3-IT Specialist (contractor) FCC – Wash. DC Jun 2018-Feb 2019

DUTIES:

Provided hardware and software assistance to users’ desk side, or phone, Active Directory: unlock accounts, reset password, deprovision and deactivate AD accounts installed software, troubleshooting, configuring apps. VPN connection. IE-11, MS Office 2010, 2016, 365, Teleconference set up, WebEx, WIN-10 New PC Image, and upgrades, local and network printers, and scanners mapping/setup. Remedy ticketing.

IT Specialist (contractor) DC-Gov. (OCP) – Wash. DC May 2017-May 2018

DUTIES:

Assisted users remotely with Bomgar and LANDesk, desk side, or phone, Active Directory: unlock accounts, reset password, deprovision and deactivate AD accounts install approved licensed software, troubleshooting, configuring apps. SharePoint 2013, Tableau Desktop, Clean Hands,VPN connection. IE-11, MS Office 2010, 2016, 365, Setup new employee profile, Teleconference set up: WIN-10 New PC Image, MS Windows Server 2008 upgrades, NIC Cards troubleshooting, local and network printers and scanners mapping/setup. Worked closely with OCTO technical staff in resolving pc, network, and server issues, Remedy ticketing. Ariba/Pass technical assistance. Travel all over DC to provide requested technical assistance to DC-OCP employees.

T3-Tech (contractor) USPS-OIG - Arlington, VA Jul. 2016-Mar.2017

DUTIES:

Supported 12,000+ personnel with Laptop, Desktop, troubleshoot, set up, and configuration Tablets, iPads, iPhone, Cisco-VOIP phones, local and network printers, scanners, planners, all computer-related Hardware, and Software issues, over the phone, remote or deskside.

Assisted users with re-image pc's, active directory unlock accounts, reset password, installed approved licensed software, troubleshoot and configured apps. SharePoint 2010 and 2013, Watchdox, LastPass Vault, RSA hard token and soft token activation, VPN connection. COTS, GOTS, VDI-VMware, IE-9 and IE-11, Setup new employee profile, Deployment Manager, Nationwide teleconferences. Also, responsible for daily revised submitted tickets.

T3-Team Lead - Wash.MetroTransit Auth. (WMATA) Wash DC. Nov.2015-Jun. 2016

DUTIES:

Supported 16,000+ personnel with PC computer-related problems remotely, in person, and over the phone.

Also, responsible for 12 techs work distribution, monitoring, work calibration, submitted weekly reports to the managers for work evaluation=Excellent, Good, Needs Improvement, Unacceptable. Also, submitted daily reports about numbers of closed tickets per tech.

Timely response to personnel IT requests for assistance, detailed documentation of the problems, the action taken and the resolution, using Maximo ticketing system Resolve/escalate tickets to other support entities as needed and within SLA.

Working on a tiered team, aiding junior staff and escalating complex issues to senior members.

Installing, configuring, and troubleshooting Windows 7/8/10.

Aiding clients with local and network printers and scanners using software, IE-9, IE Microsoft Offices8/10/13/365, Project, Visio, and proprietary and COTS client-server, Bomgar, web-based applications, and assisting clients via Cisco-VPN and other portable devices like Blackberries, Tablets, iPhones, and iPads.

Collaborating on Active Directory domain administrative tasks in the network-engineering group.

T2-IT Support Tech, ExxonMobil, Fairfax, VA Dec. 2012-Sep. 2015

DUTIES:

Supported 3,000+ personnel with PC computer-related problems remotely, in person, and over the phone. Also responsible for:

Timely response to personnel requests, detailed documentation of the problems, the action taken and the resolution, using Remedy 9 ticket system.

Working on a tiered team, aiding junior staff and escalating complex issues to senior members.

Installing, configuring, and troubleshooting Windows 7/Windows 8.1 clients in an Active Directory.

Aiding clients with local and network printers and scanners using software, IE-9, MS Office 10/365, and proprietary and COTS client-server, web-based applications, and assisting clients via Cisco-VPN and other portable devices like Blackberries, Tablets, iPhones, and iPads.

In-person installation of Citrix, SharePoint, SAP, Firecall, Office Suite 2013, Lotus Notes, Lync.

Adding to SharePoint Knowledgebase - both known issues and updating documentation as needed.

Communicating with the rest of the IT department to identify and resolve system wide issues.

T2-IT Support, US Senate/Advntg Tech Sol. Wash. DC Nov. 2010-Dec. 2012

DUTIES:

Provided computer support for U.S. Senate employees on Capitol Hill (Dirksen, Hart and Russell buildings). Responded to requests in person and via phone. Also responsible for:

Utilizing web-based ticketing system (Service Manager); performing system upgrades, customizing ticketing reports, including printers, desktop PCs and laptops, Blackberries, iPhones and iPads.

Advanced troubleshooting skills to support WIN XP, VISTA, WIN 7, Outlook 2007 and a design project plan to support 1000+plus clients.

Supporting enterprise-wide (VoIP) Voice over IP/Hybrid telephony system; managing desktop Cisco switch Port Security and changes to the phone sets connected over an IP network.

Preparation, planning and operating audio-visual for conference.

Installation of HP servers, integrating with power supplies, hard drives, memory and ILO card, UPS, TFT and KVM switches.

Installation of new rails on the server’s rack, configuration, and testing, replacing existing servers requiring data copy and restoration.

Changing IP addresses, DNS, DHCP and installing workstations, printers, faxes and scanners.

T2-Team Lead, Desktop Sup. US-EPA/KForce, Wash DC Sept. 2008-Oct. 2010

DUTIES:

Complied with security requirements according to the clients’ security requirements, secondly surveying users about their PC requirements and backing up all data (software and hardware) from their legacy PCs to the server, surplus the legacy PCs. Also, responsible for:

Data migration to new PCs, imaging, testing, verify and deploy PCs to the user after data migration is completed and signed, including troubleshooting, and installing software on local and network printers, faxes, and scanners, also Blackberry Manager installation, Palm Pilot, MS Office, Lotus Notes, Windows XP, Internet Explorer etc.

IT Specialist, U.S. Department of Energy, Wash. DC Oct. 1999-Jun.2008

DUTIES:

Provided various types of applications, supported, and instructed staff members in the Office of Resource Management (ORM) group, the centralized administrative support for the Energy Information Administration (EIA). Also responsible for:

Assisting in technology development planning and reviews and preparation of cost-benefit analyses for current technology and acquisition of new technology.

Aiding in the design, development, implementation, deployment, and upgrade of ORM applications to improve office efficiency, including operating systems, data warehouse, ORM databases and spreadsheet modeling.

Assisting 360 EIA employees 3 years in the OIT, tasked with troubleshooting/resolving LAN server issues, PC configuration and workstation performance issues, using the HEAT system.

Education

May 2006 B.S. Computer Science, University of the District of Columbia, Wash DC

Aug 1999 Oracle SQL Certificate, University of District of Columbia, Wash, DC

July 2007 MCSA (Trained Cert.) and CCNE (Trained Cert.), 3-Soft USA, Vienna, VA

REFERENCES AVAILABLE UPON REQUEST

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