Desktop Support Microsoft Office
Resume:
David Michael Morrison
**** ***** **** #*-*, Fairfax, VA 22031
**********************@*****.***
PROFESSIONAL EXPERIENCE
Senior IT Customer Support Technician Lv. II, WMATA – Washington DC (February 2015 - March 2017)
Reduced resolution time for AD account creation/provisioning requests from 3-6 months back to company approved SLA of 3-5 business days within first two months of employment.
Created, provisioned, and maintained end-user AD accounts for over 15,000 staff/contractors.
Oversaw on-boarding, training, and mentoring of new IT Support contractors.
One of two POCs for VIP-level users and their escalations and after-hour support requests.
Stepped in as auxiliary team/department lead as necessary to ensure continuation of leadership and team oversight.
Desktop Support Analyst, DC Water & Sewer – Washington DC (April 2013 – February 2015)
●Responsible for the repair and maintenance of end-user machines, cell phones, and accessories for DC Water.
●Created Windows 7 images for XP to Win7 migration/deployment and provided support for VIP iPhone/iPad deployment(s).
●Maintained SLA, kept users up to date on the progress of their unit(s) through the repair and addressed any follow-up or secondary post-repair concerns/issues.
●Oversaw on-boarding, training, and mentoring of new IT contractors and staff.
Desktop Support Analyst, EPA via Dell Services Federal Government – Washington DC (October 2012 – April 2013)
●Responsible for the repair and maintenance of end-user machines and accessories for the EPA via DSFG.
●Maintained queue & kept users up to date on the progress of their unit(s) through the repair and/or deployment process.
●Secondary lead for VIP & EA-level end users standard support requests and extended/after-hours support.
ACMT & Desktop Support/Repair Support Analyst, Booz Allen Hamilton – McLean, VA (May 2011 – August 2012)
●Oversaw and was primary lead for the configuration, deployment and migration (from Windows to Apple PCs) of 200+ VIP & EA-level end users.
●Responsible for the deployment, repair, and maintenance of IBM & Apple end-user machines for BAH across three campus sites.
●Maintained queue and work flow, assigned units, and kept users up to date on progression of their unit(s) through the repair process.
ACMT/A+ Lead Technician Lv. III, Micro Electronics Inc. – Fairfax, VA (October 2004 – April 2011)
●Troubleshot for & repaired over 10,000 PCs for individual & corporate customers/clients.
●Experience diagnosing, troubleshooting, and resolving client issues with hardware maintenance, installations, and upgrades.
●Oversaw fellow technicians, assigned tasks, and queues as well as being the secondary manager/lead for department.
EDUCATION
Garfield Senior High School, Woodbridge, VA
●High School Diploma, Advanced Studies graduating Cum Laude with Governor's Seal
CERTIFICATIONS
●COMPTIA A+, MCTS Windows 7 Configuration, Microsoft Specialist: Windows 7 Configuration
COMPUTER SKILLS
●IBM compatible PCs, Apple computers, Microsoft Windows 7, Vista, XP, DOS 6.22, 6.21, 6.0, Microsoft Office 2010, 2013, Internet Explorer 9-11, OS X 10.8, 10.9 & 10.10, iOS 8-10, Maximo, Remedy & iSupport Ticketing Systems, BOMGAR Chat/Remote Support & NetSupport, Active Directory, Citrix Web VPN, Quest ActiveRoles Server.
Contact this candidate