Desktop Support Technical

Andrew John Bertolino

**** **** **** ***** *

Pinellas Park, FL 33782

Home 727-***-****

Cell 703-***-****

Email: ac0l86@r.postjobfree.com

PROFESSIONAL EXPERIENCE

**/**/****-*/**/2016 Vendor Pass\Computer Sciences Corp\Raytheon Largo, FL

Desktop Support Technician - Provided PC\Laptop desktop technical support for the Raytheon Corporation. Provided Windows 7 support skills, PC hardware troubleshooting and installation support, and PC software installation and configuration support. Provided problem determination/resolution based upon technical experience and standard operating procedures. Set up VOIP phone accounts and phones using Cisco Unified CM Administration Console and voicemail accounts using Cisco Unity Connection Administration Console.

04/15-08/15 Computer Merchant\Computer Sciences Corp\Bell Helicopter Piney Flats, TN

Desktop Support Technician - Provided PC\Laptop upgrade support for the Bell Helicopter. Provided Windows 7 support skills, PC hardware troubleshooting and installation support, and PC software installation and configuration support. Provided problem determination/resolution based upon technical experience and standard operating procedures.

06/14-03/15 Peak\Hewlett-Packard Gray, TN

Desktop Support Technician - Provided desktop technical support for the Citigroup Inc. Identified, diagnosed and resolved user problems pertaining to their PC's. Provided Windows 7 support skills, PC hardware troubleshooting and installation support, and PC software installation and configuration support. Followed up and maintained status on open trouble tickets. Provided problem determination/resolution based upon technical experience and standard operating procedures.

3/09- 03/13 Northrop Grumman Lebanon, VA

Help Desk Technician - Provided help desk services for the Virginia Information Technologies Agency (VITA). Resolved technical problems and answers queries by telephone in support of customer computer hardware, software, network, and telecommunications systems. Diagnosed, identified, isolated and analyzed problems utilizing problem solving and troubleshooting skills. Routed trouble tickets and calls to local area support or administrators as required.

1/05-9/06 Electronic Data Systems Corporation Herndon, VA

Business Planning Specialist - Business Planning Specialist with the Business Continuity Services Team. Responsible for working with Clients to develop Business Continuity Plans and Disaster Recovery Plans.

1/03-1/05 Electronic Data Systems Corporation Herndon, VA

Computer Security Engineer - Monitored ISS Site Protector Intrusion Detection Systems and analyzed security events for Dow Chemical Corporation and the Department of Housing, Education and Development. Shift lead responsibilities to include scheduling, training and quality control.

7/00-1/03 Northrop Grumman IT Falls Church, VA

Senior PC Analyst - Provided technical support for the Civil and Civil Rights Divisions’ help desk of the U.S. Department of Justice. Identified, diagnosed, and resolved user problems pertaining to their PC's. Provided Windows NT 4.0 user and support skills, PC hardware troubleshooting, and PC software installation and configuration skills. Followed up and maintained status on open trouble calls. Provided problem determination/resolution based upon personal experience and standard operating procedures. Administered ArcserveIT Storage Management software to secure nightly backups for all Civil Division servers.

EDUCATION

M.A. -- School of International Relations, University of Southern California

B.A. -- University of California, Berkeley

Major: Political Science, Phi Beta Kappa, Honors

CERTIFICATIONS CompTIA A+

MILITARY EXPERIENCE Armor Officer; U.S Army, Fort Hood, TX

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