Desktop Support

John A. Anderson, Jr.

*** *** **** **** *** *** Cartersville, GA 30120 901-***-**** ****************@*****.***

DESKTOP SUPPORT IT ADMINISTRATOR INFRASTRUCTURE TECHNICIAN I

Strayer University graduate with a Master of Business Administration (MBA) with a concentration in Information Systems Management offering a strong academic background in IT. Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.

TECHNOLOGY SUMMARY

Certifications: CompTIA Healthcare IT Technician 09/2013 - Present

Systems: Windows XP Vista 7 8 8.1 10

Languages: Visual Basic HTML

Windows

Software: MS Project MS VMWare MS Office (Word Excel Publisher PowerPoint Access)

Other

Software: Citrix XenApp and XenDesktop Digital Production Control System (DPCS) Advanced Distribution Solutions, Inc. (ADSI) Service Now IT Service Management (ITSM) IT Infrastructure Library (ITILv3)

IT EXPEREINCE

IT Administrator /IT Field Services Team 08/2014 – 04/2017

Mercury Printing, LLC

AN RR Donnelley Company – Memphis, TN

Create and disable user accounts and reset passwords inside of an Active Directory (AD)

Create service accounts and apply privileges and access to user accounts inside of an Active Directory

Maintain inventory of PC’s and laptops using Asset Center inside Service-Now

Encrypt and decrypt company laptops using Symantec Endpoint Encryption (SEE) in accordance with company IT Policy

Create and build PC workstations to accommodate company workload and daily tasks

Image and re-image PC’s and laptops using Ghost imaging software

Configure and troubleshoot PC’s, laptops, and printer related issues

Configure and troubleshoot company issued cellular devices.

Install and configure company networks, PC’s, routers and switches to include mounted Intermediate Distribution Frame (IDF) enclosures for switches

Configure RSA’s SecurID software tokens for Virtual Private Network (VPN) users

Administer and maintain PC updates on all company computers and laptops

Install and configure Citrix XenApp and XenDesktop to deploy Digital Production Control System (DPCS) and Advanced Distribution Solutions, Inc. (ADSI) for warehouse fulfillment, tracking, shipping and receiving

Order parts and related software to maintain usability of PC’s and laptops

Remove and replace aged equipment and outdated software

PROFESSIONAL EXPERIENCE

Aviation Maintenance Technician 04/2007 – 07/2008

Northrop Grumman Technical Services – Naval Air Reserve Base Marietta, GA

•Fabricated and assembled metal components and made minor repairs to aircraft skin

•Performed daily, preflight, and post flight and other periodic aircraft inspections

•Performed tasks in sheet metal bending, heat treatment, composites, and corrosion control in accordance with the appropriate maintenance manuals

•Maintained all main and auxiliary hydraulic power systems, actuating subsystems, and landing gear for Northrop Grumman’s E-2C Hawkeye aircraft

•Performed maintenance on an Operational level (O-Level) and operated outside the United Sates to include Netherlands Antilles, Curacao and Quito, Ecuador.

Aviation Mechanic/2nd Class Petty Officer/E-5 08/1995 – 09/2006

United States Navy – Naval Air Station Norfolk, VA

•Work Center Supervisor

•Maintained a 98% retention rate for junior personnel re-enlisting and remaining in the command

•Directly supervised and responsible for 8 junior personnel

•Provided training and guidance to 26 junior and senior personnel

•Fabricated and assembled metal components and made minor repairs to aircraft skin

•Performed daily, preflight, and post flight and other periodic aircraft inspections safely to meet acute deadlines

•Performed tasks in sheet metal bending, heat treatment, composites, and corrosion control in accordance with the appropriate maintenance manuals

•Performed maintenance and aircraft inspections at an Intermediate level (I-Level) operational facility while being stationed in Atsugi, Japan

INTERNSHIPS

ITT Technical Institute – Memphis, TN 06/2011 – 04/2013

•Used penetration techniques and tools to access unauthorized information and exploit the vulnerabilities of operating systems, software and networks.

•Penetration tools included: Wireshark, NMAP, John the Ripper, Brute Force, Cain and Abel, and Sam Spade

•Addressed incident handling methods used when information security was compromised.

•Conducted procedures for investigating computer and cybercrime while using concepts for collecting, analyzing, recovering and preserving forensic evidence.

•Identified and examined methods of securing Linux platforms and applications and implementing those methods.

•Auditing IT Infrastructure for Compliance by the use of principles, approaches, and methodology in auditing information systems to ensure processes and procedures are in compliance with pertinent laws and regulatory provisions in the context of information systems security.

Chattahoochee Technical College – Marietta, GA 01/2009 – 03/2011

•Examined the use of computers in the commission of crimes, collection, analysis and production of digital evidence for computer forensics and disaster recovery.

•Used computer resources to explore basic computer forensic investigation techniques.

EDUCATION

Strayer University – Memphis, TN 04/2013 – 12/2015

Master of Business Administration (MBA) /

Information Systems Management

GPA: 4.0/4.0

Highest Honors Graduate/Summa Cum Laude

Alpha Chi National College Honor Society

ITT Technical Institute – Memphis, TN 06/2011 – 04/2013

Bachelors of Applied Science (BAS) /

Information Systems Security

GPA: 4.0/4.0

Highest Honors Graduate/Valedictorian

Alpha Beta Kappa National Honor Society

Chattahoochee Technical College – Marietta, GA 01/2009 – 03/2011

Associates of Applied Science (AAS) /

Information Systems Security

GPA: 3.2/4.0

Projects / Training

Lab Four Career Training Institute – Memphis, TN 10/2013 – 12/2013

•Installed, upgraded and migrated Windows 7 using Windows Easy Transfer (WET) and User State Migration Tool (USMT) 4.0.

•Configured and deployed a reference image and Windows 7 image using Windows Easy Transfer (WET)

•Configured Disks, Disk Quotas, Device Drivers; File Access and Printers on Windows 7 Client Computers

•Created and configured a public shared folder for all users and shared access to files for specific users.

•Configured and troubleshoot Network Connectivity for IPv4 and IPv6 addressing to include wireless network connections.

•Secured Windows 7 Desktops by configuring User Account Control (UAC), AppLocker, and Local Security Policies and encrypt data using Encrypting File System (EFS).

•Monitored system performance while configuring system restore points and Windows Update, backing up and restoring data optimizing and maintaining Windows 7 client computers.

•Configured Mobile Computing and Remote Access in Windows 7 by creating a Sync Partnership and configuring Power Options and enabling Remote Desktop and BranchCache.

•Troubleshoot complex issues to include: Startup, Hardware Devices, Device Drivers; Performance, Network Connectivity, Remote Connectivity; Security, Logon and Resource Access, Operating System and Application issues within a Windows 7 environment.

*References*

Dale Sowell IT Regional Supervisor – Mercury Printing/RR Donnelley ****.******@***.*** 901-***-****

David Apling IT Business Analyst – Mercury Printing/RR Donnelley *****.*.******@***.*** 901-***-****

Harold Hill Full Professor - Strayer University

******.****@*******.*** 901-***-****

Devin Patton IT Network Specialist – Youth Villages

*********@*****.*** 901-***-****

Dana Bell Instructional Designer/Education Training Coordinator – edX and Marketo

*********.****@*******.*** 901-***-****

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