Eric Gray Jr

Email: ac2cj8@r.postjobfree.com Phone: 202-***-****

Talented and highly skilled technology analyst with over 5 years of experience in computer operations, help desk support, network operations, software license/management and imaging projects for large corporations, academic institutions, medical facilities and government environments. Excellent skills in leadership, communication, customer service, and problem solving. Strong ability to mentor and train teams and improve overall individual and team performance.

AREAS OF EXPERTISE

IT Support Specialist June 2015 – Current

DC Public Schools Washington, DC

Responsible for the successful uninstall and re-installation and deployment of office equipment and hardware. Provided technical support and troubleshooting assistance to admin staff and teachers. Responsible for supporting installs, configuring and maintaining desktop software and peripherals, mobile devices and printers. Responsible for deployment of desktops, laptops, and company issued mobility devices. Installing and configuring software. Responsible for setting up and configuration of printers, scanners, and other peripherals. Maintained smartboards and other classroom equipment as needed. Managed PARCC testing, Google classroom and audio visual setup for presentations meeting and classroom activities. Maintaining inventory of all hardware and software resources. Configured and administered networks and servers running MS Windows 2008 servers, Active Directory, and DNS. Administered servers and manage shared network resources including printers and shared storage. Installed and upgraded proprietary applications on new desktops and servers. Identified, evaluated, recommended, software, printers and desktops. Administered enterprise anti-virus solutions using Symantec tools. Provided technical assistance with hardware and software problems.

Responsible for providing first level phone and email support to customers on hardware, software, and network related problems and questions. Responsible for answering the customer support lines, generating trouble tickets, works with campus-based and central IT staff to coordinate second and third level support and to ensure user problems are being addressed in accordance to schools regulations and procedures. Provided PC hardware and software help desk support via telephone & on-site service to school staff. Documented, tracked and monitored technical issues to ensure timely resolution. Provided installation, configuration, troubleshooting and support for MS Office, MS Outlook, Symantec/Norton Virus detection software, Internet browser IE. Setup Network account for new employees. Performed add/modify/delete of user profiles and accounts. Created help desk documentation, step by step instructions for use of laptops and or operating procedures for equipment setup and usage. Assisted in maintaining the technology intranet site. Assisted students and faculty with Power School, Google Class Room, labs, and DC One Cards/ID Badges.

ESSENTIAL FUNCTIONS

Disconnected & reconfigured workstations audio visual equipment, and printers.

Collaborate with Head of School on required changes.

Provided a high level of technical support to the leads and project management teams.

Performed testing of hardware & existing equipment.

Trained teachers & Staff and addressed requests for system/hardware enhancements.

Tier 2 Support Technician February 2015 – April 2015

Health IT 2 Business Solutions (Temporary Contract)

Tier II PC Technician responsible for installing, configuring, and performing troubleshooting of desktop and laptop issues in-person, via remote access, or by phone assistance. Resolved critical technical issues pertaining to system performance, viruses, spy ware, and spam. Eliminated network and internet connectivity related issues, prepared periodic reports, and monthly statistical/metrics reports. Created trouble tickets/work orders using Sales For database, and escalated tickets to the appropriate technician. Managed and maintained desktop support training guides, scheduled employee meetings, and scheduled desktop support staff.

Responsible for resolving various warranty issues on designated IT equipment and software. Utilized Active Directory/SMS to remotely install software, and repair technical issues. Developed and updated solutions that were used to populate the trouble call knowledge base. Responsible for monitoring the use of software and hardware throughout the network for security related issues. Conducted reviews and evaluations of user compliance against systems standards and procedures.

Selective Service System IT Intern June 2013 – August 2013 Selective Service System

Served as a member of the Selective Service System team and was responsible for the successful uninstall and re-installation and deployment of office equipment and hardware. Provided technical support and troubleshooting assistance to Deployment Leads and Project Managers. Responsible for supporting installs, configuring and maintaining desktop software and peripherals, mobile devices and printers. Responsible for deployment of desktops, laptops, and company issued mobility devices. Installing and configuring Acronis Snap Deploy software. Responsible for setting up and configuration of printers, scanners, and other peripherals. Maintaining inventory of all hardware and software resources. Installed and upgraded proprietary applications on new desktops and servers. Identified, evaluated, recommended, and deployed patches to servers and desktops.

ESSENTIAL FUNCTIONS

Earned “Recognition of Superior Service” for completing OS/DI, proceeding project deadline

Performed regular system performance checks and identified and potential issues.

Administrator of Acronis Snap Deploy software installation and staff training.

Analyzed hardware and software to determine when it was more cost-effective to upgrade.

Computer Support Specialist January 2013 – May 2013

Andrews Air Force Base /ARG Corporation (Temporary Contact)

Provided Tier II Level support as a liaison in support of U.S. Air Force voluntary off-duty education program to include systems administration, network infrastructure configuration, and technical PC desktop support for the Education and Training section offices, classrooms and test labs. Responsible for administering education lab servers running Windows 2000 or Windows XP network operating systems and provide system support to lab clients and other users running Windows 2000 or Windows XP operating systems in the Education & Training Section. Responsible for support for educators, students, flight staff, and supervisors. Supported Oracle database programs to assist the staff with AFAEMS and MilPDS. Maintains operation of the flight’s LAN requirements. Designs, installs, and maintains the network architecture of the student computer labs, including complete classroom configuration and cabling from the PC to the writing closet. Administers the Windows-based classroom and testing room servers, personal computer, smart- boards, all multimedia components and peripherals. Apply updates within the database based on the information provided by operations (both onshore & offshore), planning teams and other support departments.

Data entry in CMMS Maximo(database) in timely manner and ensuring highest accuracy and quality. Entering completed works orders in to the database, checking that correct information is provided. Prepared and maintained up to date educating client requirements prior to scheduled classes. Ensures labs are fully functional and prepared in accordance with educating client requirements prior to scheduled classes. Implements, configures, updates and provided support for desktop applications. Developed and documented procedures for the solution of application and computer lab network problems. Analyzes and implements methods to automate system updates, patches, and virus signatures. Stayed current in LAN management, and with AF standards regarding hardware and software maintenance. Responsible for setting up and maintaining Education and Training Section personnel hardware, software and audio visual equipment peripherals, determines and recommends procurement of hardware and software for the organization based on optimal use of applications and business needs. Installed, maintained, and administered education software programs. Implemented and maintained ghosting software for classroom and end user programs. Provided hardware and software support to systems and end users. Responsible for assisting education staff with escalated customer related issues troubleshooting hardware and software while using education and training flight equipment and program. Responsible for computer inventory for 140 plus computers and associated peripheral equipment. Prepared inventory replacement schedule for flight commander.

Prepared and maintained certification and accreditation packages for all computers and servers. Managed a disaster recovery plan for the computer labs. Maintained paperwork for equipment swapped while under warranty, using hand receipts and appropriate equipment tracking procedures. Responsible for ordering audiovisual equipment, smart boards and setup. Responsibilities include setting up and adjusting audio-visual equipment, performing routine maintenance, and assisting in editing tapes. Prepared paperwork and hardware for the Defense Reutilization Management Office (DRMO). Ensured virus updates are current on all unmanaged, stand-alone, and laptop computers. Maintained documentation of patches installed. Responsible for providing onsite and Helpdesk support to the following schools: UMUC, University of Maryland University College, Emery Riddle Aeronautical University, University of Michigan, Prince George Community College, Keller/DeVry College for support with immediate hardware, software and training needs. Provided a conferencing solution accordingly, schedules events, and provided detailed technical guidance to end users, coordinate technical logistics with users, regional offices and other AV/VoIP team members. Responsible in creating and resolving ITSM tickets, performs weekly room continuity checks and document failures of equipment. Additional responsibilities included digital video processing & editing, testing local and remote video connections, web streaming, video and voice streaming, troubleshooting equipment failures, and installation/configuration of AV and VTC equipment.

Windows XP ■ Windows Vista ■ Windows 7/8/10 ■ Windows NT ■ MAC XOS ■ HP ■ DELL ■ AVAYA ■ Lenovo

System Management Server ■ ADOBE ■ MS Publisher ■ Active Directory

Service Now ■ REMEDY 8.1 ■ HEAT ■ DPU UMBRELLA ■ Illustrator ■ MS Office 10/13 ■ PeopleSoft ■ Zoom ■ IE 7/8 Fire Fox ■ Safari ■ Sales Force Ticketing ■ Office365 ■ Linux ■ HIPAA ■ Google Classroom

SMART BOARD ■ Dragon Speak ■ ■ BES Severs Blackberry ■ Acronis Snap Deploy ■ CHCS I/II

AVAYA PHONES ■ ANDROID ■ BLACKBERRY ■ IPHONE ■ IPAD ■ LENEVO ■ XEROX ■ DELL ■ HP PRINTERS & LAPTOPS

Information Technology, B.S. (May 2017)

A+, Security +

Department of the Defense/DoD Cyber Awareness

Department of the Defense Cyber Security Fundamentals (IAF) DOD Department of the Army HIPAA & Privacy Act Training DOD Skill Port Microsoft Windows 7 (4 Part Certification) Certified CPR/AED

UDC

COMPTIA

SSS/ARMY SSS/ARMY SSS/ARMY SSS/ARMY

Contact this candidate