Information Technology Help Desk
Resume:
Information Technology Professional
Dear Human Resources/ Hiring Manager;
I am writing to you because I believe my training, experience, and ability as a Technical Support Specialist and Help Desk Analyst would allow me to significantly contribute to your organization's IT division.
In reviewing the attached resume, you will note that I have acquired valuable experience in all facets of troubleshooting, installations, and maintenance for various desktop operations, hardware, and software. I possess a unique talent for delivering highly complex technical information into terms and concepts that the end users can readily grasp. Furthermore, I am multi-task oriented, enjoy a challenge, and continually stay abreast of the latest advancements in the IT field.
If you are seeking an IT professional who has excellent people and problem solving skills and can easily provide optimum support to your organization’s IT operations, then please consider what I have to offer.
Thank you for your time and consideration. I look forward meeting with you in the near future.
Sincerely,
Barry L. Mott II
Enclosure Resume.
Information Technology Professional
Professional Experience:
Commodity Futures Trading Commission July 2016 - Present
Desktop Support Analyst/Telephone Deployment Technician– CompuGroup
Update firmware on telephone
Installing and programing VOIP phone for CTFC
Assist with handling ticket for phone related issues
Create documentation used for the deployment
Verifying users’ information and equipment needed for the deployment
Managing storage space to maximize efficiency
Managed communication assets using Scan Asset
Worked with senior staff to make the deployment of the telephones as seamless as possible
Troubleshoot and resolve PC issues reported by end users
Image and setup of PCs and laptops for new users at the CFTC
Resolve network and local printer, scanner and other hardware issues
Resolve VPN and remote issues for users
PC hardware replacement
Software installation and configuration
AD, SCCM, RAP, MMC, GPO Symantec Ghost
Laptop hardware replacement and upgrade
Track issues using FootPrint Ticketing system
Experience working with PIV card certificates
Track PC equipment using Scan Asset
Work with different IT teams to complete group projects assigned
Off boarding and wiping PCs after user has left CFTC
American Bar Association January 2016 - June 2016
PC Deployment Specialist- PC Solutions
Upgraded users’ PC from XP to Win7
Reimage computers used by the agency
Troubleshoot software issue prior to setting up PCs for user
Set up PCs in users office and transferred the users’ profiles
Work with users to resolve any issue or question the users had regarding the new software.
Preformed QA after the project was complete
America’s Health Insurance Plans June 2014 – November 2015
Help Desk Analyst
●Respond to user’s request for IT assistance in person, telephone or remotely
●Installation of local/network printers and devices
●Blackberry and iPhone setup and troubleshooting
●Create, modify and delete user accounts in MMC and Active Directory
●Installation and troubleshooting of hardware and software used by AHIP
●Cisco VoIP telephone setup
●PC, Laptop and tablet configuration
●Audio\Video conference equipment setup
●Day to day help desk related task
●Respond to service request for 250+ individuals at AHIP
●Work independently and with a team to resolve IT issues
●Track tickets using Autotask ticketing system
●Virus removal and PC clean up
●Maintain inventory of PCs, laptops, printers, etc.
●Create reports to track ticket and patterns of issues
●Troubleshoot and fix connectivity and hardware/software problems for users
●Create “how to” documents for new software and equipment for users
●Work with vendors to resolve issue on third-party equipment and software
●Refurbish broken PCs and laptop to redistribute back to AHIP staff
Red Coats Inc. May 2013 - February 2014
Help Desk Analyst-Hire Strategy
●Troubleshoot and repair of various technical issues for users via telephone, Internet and in-person
●Install, troubleshoot and update various software used by Red Coats Inc.
●Create, modify and delete user accounts in MMC and Active Directory
●Set up and managed Shoretel telephone systems for company using Shoretel Director
●Installed and removed network printer and devices
●Provided help desk service for 300+ on-site and 1200+ remote workers
●Set up and re-imaged new PC workstations and WISE thin client units
●PC\Laptop rebuild and hardware replacement of PC and laptop components
●Maintained and updated ticket system using Spiceworks software
●Copier and printer repair
●Configured Blackberry and iPhones for corporate accounts when needed
●Identify patterns of issues with the severs and escalating it to the appropriate individuals
●Set up and maintained teleconferencing equipment
●Virus and Malware removal
●PC, Laptop and tablet troubleshooting
Abt Associates March 2013 - April 2013
PC Technician-Contract Position
●Upgraded the intranet used by Abt Associates
●Troubleshoot certificate verification issues associated with the intranet rollout
●Worked with users to ensure that all of their setting and software was correctly installed
●Participated in meetings with task leads to ensure the work-flow was consistent and complete as required
●Maintained accurate records of all work performed and issues found during installation
●Assisted with upgrading Android mobile devices
Lockheed Martin November 2012 - January 2013
PC Technician-Contract Position
●Wiped and re-imaged computers for freshman Congressmen at the US House of Representatives
●Installed PCs, printers, Multifunctional copiers and configure each to the House specifications
●Troubleshoot devices for any issues that have occurred during installation and re-image process
●Preformed quality assurance check prior to the Congressmen move in
●Migrated in-house users from Windows XP to Windows 7
●Troubleshoot server and patch panel issues on the House network
●Worked with a team and independently to complete assigned tasks
●Performed cable management check to ensure each installation was done properly and neatly
Connected Network IT November 2011 - Present
Independent IT Consultant/Technician
●Troubleshoot, diagnose and repair computers (PCs, Laptops and Notebooks)
●Troubleshoot and repair network connections for SOHO(Small office/home office) clients
●Refurbish, rebuild and recondition computers
●Consult SOHO clients on network devices and software needed for their office
●Virus removal and preventative maintenance on client computers
●Peripheral installation and set up
Education:
American Career Institute, Wheaton, MD August 2012
Information technology and Network Design
Microsoft IT Professional
Technical Skills:
●Network
●Operating Systems-Windows XP/Vista/7/8/10, Linux (Open Suse, Ubuntu, Fedora, Red Hat)
●Hardware-Desktop/Laptop computers, printer, network devices and cabling
●MS Office, Exchange MMC AD, Barracuda, Shoretel, Symantec, VPN, LAN, Scan Asset, Share Point
●Server patching-T1 with VoIP
Professional Development:
●Certifications-CompTIA A+
●Pursuing-CompTIA Network+ (2017)
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