Customer Service Rock Star/Tier II Hero

Jonathan D. Brinning

***** ******* **** **. ******, MD 20708 202-***-****[C] ********.********@*****.***

Job: desktop support technician

Summary: An experienced IT professional with a wide variety of expertise in providing desktop support for over 11 years, on a variety of applications and operating systems as well as supporting networks and systems in numerous environments.

Certifications and Skills

CompTIA A+ certified

MCSE NT 4.0

MCP Windows 2000 Professional

Interim (DOD NACLC) Secret clearance granted 05-23-13

Intermediate to advanced expertise with the following:

Software/COTS

Windows -3.1, 3.11, 95, 98, ME, 2000, & XP-Home-Pro, NT-Workstation, Server, Vista Pro., 7 Ultimate, 7 Enterprise, 8 Pro, 10

Exchange 5.5, 2000

IIS, Web, & FTP

Windows Server 2003, 2008, 2012

Novell Netware 4.11/5.1

Symantec -Ghost, Firewall, NAV, PC Anywhere

LANDesk

PatchLink

Vonage Skype

SMS, RDC, VNC, & Citrix

Microsoft Virtual PC 2007

Office 97/2K/XP/03’/07’/’10/’13/’16

Arcserve, Veritas Backup Exec.

IE, Netscape, Fire Fox, & Chrome

Checkpoint products

McAfee

Vantive, HEAT, Magic TSD, TrackIt!, Remedy

CC: Mail, Exchange, GroupWise, Lotus Notes

VMware

Hardware

Switches/Routers – Cisco Catalyst, PIX, 3Com, Siemens, Linksys, Juniper, & Nortel

Printers - HP, Tektronix, Lexmark, & Cannon

HD Arrays – RAID, SANS

Severs & PC Platforms – Compaq, Dell, IBM, Gateway, & HP

PDA’s - Palm & Blackberry

iPhone, IOS, iPad

Experience

Mar 2017 to present – Burt Enterprises, LLC. – Castro Valley, Ca. – Deployment/Tier II Tech.

Participated in a Windows 10 rollout for 300 users and provided clean-up, maintenance, and assistance for all post-rollout support.

Aug 2013 to Sept 2016 – CWPS Inc. – Chantilly, VA – NOC Engineer

Supports multiple clients running various Windows Server 2008 and Exchange’07/’10 servers. Common AD tasks (account creation/deletion/permissions/locking/unlocking/password resets); Various Anti-Virus (Symantec, Sophos, MacAfee) administration is frequently called for and data migrations/transfers are also pretty common tasks for many of our clients. VMware, Citrix, SCCM, VNC, AuthAnvil, and Jabber are other tools that I/my team frequently utilize. Windows 7 Enterprise and Office 2007/Microsoft are the primary environments that clients are running. AutoTask is the ticketing system that is used.

Dec 2011 to August 2013 – Abbtech/IRS/Treasury – New Carrolton, MD - Desktop Engineer Provided desktop support to 2600+ IRS employees who use Microsoft Windows XP and Windows 7 Enterprise, and Microsoft Office 2007 on HP computers. Also, worked with the team in putting together/deploying the new Windows 7 Enterprise image.

March 2003 to Nov 2011 – Convalescence from accident. Was involved in an accident in March of 03’ that left me partially disabled and have been in recovery including physical therapy. I have recovered most of my physical capabilities but must use a cane, thus cannot carry heavy items.

Jan 2002 to Mar 2003 ASE Inc.–McLean, VA – Systems Administrator.

Provided support for the Office of the Assistant Secretary of the Army in the Pentagon that included desktop and network administration of the following: NT 4.0, Win2k, Exchange 5.5, PC Anywhere & Office 97/2k Suite. Management of Active Directory (AD) was also performed on 2 separate domains.

Provided Tier I / Tier II support to clients as needed.

Troubleshooted desktop support to include, but not be limited to, call response, problem diagnosis, and call resolution.

Coordinated with Tier III Engineer and maintained contact with client to ensure that client was kept informed and that call was successfully resolved.

Communicated effectively both orally and in writing with all appropriate levels of the Pentagon client's management.

Mar 2000 to Jan 2002 Getronics EMS- McLean, VA – Systems Engineer.

Performed as Technical POC and lead at Booz-Allen & Hamilton for extensive hardware & software issues constantly utilizing his strong and effective interpersonal skills in working with clients in person and telephonically. This support included providing technical assistance and guidance to end users working with Microsoft, IBM, Checkpoint, & Symantec products and assigning tasks to other technicians. Served as a lead for his Supervisor and the Program Manger and resolved workload issues with other technicians. Jonathan also was considered the ‘Global SLA Hawk’ in monitoring performance metrics and alerting management of any issues.

Provided assistance with the implementation of Active Directory (AD)

Was responsible for maintaining Service Level Agreements and researching, testing, deploying, & supporting the Win2k load on end user workstations.

Selected to provide temporary engineering support for Booz-Allen & Hamilton’s pay-roll office in New Jersey because of ability to work effectively with minimal supervision.

Was part of the team that upgraded the entire Booz-Allen & Hamilton organization from Windows ’98 to Windows 2000, using SCCM and Norton Ghost for the imaging.

As a subject matter expert, was selected to provide training support to the Booz-Allen & Hamilton help desk group based in Texas.

Received “Excellence in Customer Service” award.

Jul 1999 to Mar 2000 Ciber Inc. - McLean, VA – Software Consultant.

Jonathan performed help desk support for American Express software packages. This position required very effective communications skills in dealing with customers as well as co-workers.

Dec 1998 to May 1999 Infonetic- McLean, VA – Project Engineer I.

As a contractor for Excel Communications (formerly Telco), was responsible for the administration of numerous NT & Novell servers on a NetWare 4.11 LAN and administering MS Exchange & Novell user accounts.

Nov 1996 to July 1998 BTG Inc. - Fairfax, VA - Technical Analyst Contractor.

Provided technical support for AOL, SEC, Pentagon, & FAA. This support included the installation of software and hardware, troubleshooting Microsoft products, and assisting in the training of end users.

Education

Novell Netware studied at ATI Career Institute, Falls Church, VA

Presently enrolled at Montgomery County Community College for Business Administration, Project Management, and MIS.

Working towards the completion of MCITP EA (Enterprise Administrator) certification, and should have it completed by early to mid-June of ‘17.

Contact this candidate