IT Specialist
Resume:
MICHAEL SCOTT
ac0tfi@r.postjobfree.com
TECHNICIAL SKILLS
Windows 8.1, 7, XP, Enterprise, Vista,
Cherwell SpiceWorks Remedy AutoTask
DNS, DHCP TCP/IP, Configuration HyperV, Network Printers
LAN/WAN, VPN, Cabling, Firewalls,, Routers, Network,
Installations Cat5, Cats6, Multimode Fiber Cable, RJ11,RJ45, Plenum Cable, Coaxial Cable(BNC), Cable tools(Crimper, ECT..)
Restore Data, System Recovery
Windows Server 2008, 2012, 2012r2
Remote Desktop, Bombgar, Labtech WEBex
Imaging, Application Installation.
Virus & Malware Removal, Mac OS
Active Directory, Domain Trust, GPO’s, OU’s, Mapping Drives, Folder Permissions,
Mobile Devices
Network Topologies
12-16 gauge wire wielding
Ticketing Systems
EDUCATION/CERTIFICATIONS
Urban Ed, Inc. Washington, DC IT Help Desk Apprenticeship Program (09/2014–02/2015)
Certifications Owned:
CompTIA A+
MCTS 70-680
HDI
Currently pursuing a certification for the Network+
D.D.O.T. Pre-Apprentice Program (06/2012-07/2012)
•First Aide certificate
•30 hour OSHA training and Highway safety training
•Basic Spanish Math and Blueprint reading
PROFESSIONAL EXPERIENCE
OTCO DC Government Wash. DC (03/06/2017-Present)
1-2,000 users/phone /desk side/ system admin support/ email support/mobile device support
Working with 365 and troubleshooting office pro plus 2013/2016
Answering user inquiries regarding computer software or hardware operation to resolve problems
Providing technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, as well as set up computers and install software
Configuring users Andriod/IO’s mobile devices with Airwatch
Configuring mail settings along with browser issues such as extensions and flash plugin’s
Using WEBex remote software
Enabling and added users and computers to the domain as well as accounts
Working with Remedy Force hosted ticketing software
Working with Airwatch
Southland Industries Dulles, VA (11/8/2016-03/03/2017)
1-20,000 users/phone /remote support/ system admin support/ email support/mobile device support
Common AD tasks (deletion/permissions/locking/unlocking/ password resets/and moving user accounts in the proper OU’s and security groups
Worked with Zendesk ticketing system
Answered user inquiries regarding computer software or hardware operation to resolve problems
Provided technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, as well as set up computers and install software
Worked with 365 and troubleshooting office pro plus 2013/2016
Configured exchange admin mailbox delegations, mail flow, and adding/removing users from DL’s
Configured users Andriod/IO’s mobile devices with Airwatch
Configured Proxy settings and mail settings along with browser issues such as extensions and flash plugin’s
Worked with GOTOASSIST remote desktop tool
NTIVA Mclean, VA (07/11/2016-08/30/2016)
1-5,000 users/phone /remote support/ system admin support/ email support/mobile device support
Created user accounts in both Active Directory and Hosted Exchange Mail Servers.
Worked with Connect Wise ticketing systems
Answering user inquiries regarding computer software or hardware operation to resolve problems
Provide technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, as well as set up computers and install software
Collaborate with IT team to resolve security weaknesses following system audits and risk assessments
Used Appriver and added user alias managed 365 licensees and spam filters in the hosted application its self
Working with Citrix VPN
Assisting with managing/ creating KB’s and SOP’s
HMS HOST Bethesda, MD (08/17/2015-06/17/2016)
1-100,000plus users/10plus customers/phone, deskside, remote support, email, and walk in support
Worked with Cherwell Ticket SMS systems
Installed software/hardware and uninstalling it
Used RDP, Remote Assistance, and WEBex remote software
Used Adaxes a third party active directory
Phone support, and Deskside troubleshooting
Walk in and email support
Assisted with managing KB’s and SOP’s
Creating, assigning, and resolving Cherwell Tickets
Troubleshot Citrix VPN issues
Troubleshot Micros, People Soft and, POS application issue
Reversed Tethering with mobile devices
Tethered mobile devices
IOS, Android, Blackberry
Imaged PC’s and Laptops and shipping them
Mapped Network Drives
Mobile support
Rest Phones
Added them to our wifi
Setup/ Synced our organization email account
Configured phone settings for the organization usage
Added PC’s on the domain
Added File and mailboxes permissions in Adaxes
Created shared mailboxes and DL
Configuring Proxy settings and mail settings
Troubleshot and installed Microsoft Office Suite applications
Installed and trouble shoot CISCO VOIP phones
Worked With Genesis (GAG)
OWA
Added/ Created/ Synced user accounts to OWA
Active Directory
Updated GPO’s
Moved accounts to different OU’s
Moved different computers to different OU’s
Enable and added users and computers to the domain
NGEN, Inc. Largo, Maryland Largo, MD (03/2015-07/2015)
Junior Network Admin
1-500 users /2customers/phone, deskside, remote support, consultant
Configured Domain Controllers
Worked with Window’s Server 2012R2
Worked with HV and configured virtual environments
Worked with Active Directory
Established domain trusts
Worked with Windows 8.1
Assisted with Sonicwall nodes and assisted in configuring VPN’s
Configured Microsoft Exchange Server 2013
Setup mailbox permissions in 365
Created shared mail boxes and DL
Worked with Active Directory, assigned roles, OU’s and, GPO’s
Worked with Remote Desktop, Bombgar and LabTech remote desktop sessions
Also found and resolved malfunctions, using exceptional technical and communication skills to ensure minimization of downtime and optimal computer performance (problem tickets).
I also ensured SLAs for responding and resolving customer requests are met
Resolved and troubleshot Microsoft Office Suite applications
Skype for business
Added/ Created/ Synced user accounts to 365
Updated GPO’s in active directory
Moved accounts to different OU’s in active directory
Moved different computers to different OU’s in active directory
Enable and added users and computers to the domain in active directory
Office 365 (integrated sharpoint also to office 365)
IOs, Android
Used a computer diagnosed tool such as Rapid Tools
Setup WAP’s
Troubleshot 365 as you would the regular client base version
Urban Ed, Inc. (Washington D.C) IT Intern Wash. DC (11/2013-03/2015) 1- 100 users/2customers/phone, deskside support
Worked with team members to develop and maintain internal knowledge base.
Worked with basic Active Directory functions such as user accounts, password resets
Imaged hard drives using the ImageX application.
Installed and configured various internal hardware components.
Diagnosed and resolved hardware and software issues.
Worked with SMS forums, researching Technet and Knowledge Bases.
Resolved and troubleshot Microsoft Office Suite applications
Implemented the Total Contact Ownership (TCO) and first call resolution protocol.
Earned commendations for teamwork, flexibility and work excellence in providing IT support to my classmates and faculty.
Worked with and configured and troubleshooting VPNs.
Worked with the Spice Works Help Desk ticketing system
Tutored high school students on IT basics
Skype for business
Office 365
Added/ Created/ Synced user accounts to 365
Updated GPO’s in active directory
Moved accounts to different OU’s in active directory
Moved different computers to different OU’s in active directory
Enable and added users and computers to the domain in active directory
IOs, Android
Troubleshot 365 as you would the regular client base version
Kogok Sheet Metal Company apprentice Forestville, MD (10/2012-11/2013)
Installed access doors dampers (fire dampers, volume dampers) and grills
Organized duct and prep it
Hung-up duct and wield it
Composite work
Maintained a clean and safe work environment
Operated power tools (band saw, hammer drill, chop saw, circular saw, ECT.)
Warehouse manufactured sheet metal/duct work
Warehouse logistics
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