Joseph D. Smallwood

**** ********* ****., ***. **

Beltsville, MD 20705

301-***-****

ac2s6t@r.postjobfree.com

Summary

** *********** ***** ** ********** in the IT industry, as a desktop support technician and system administrator.

EXPERIENCE

National Archives and Records Administration College Park MD

Field Office System Administrator/Windows Admin (Contractor) Nov 2013-Present

Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups. Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, in accordance with standards and procedures. Set up administrator and service accounts. Configure, test, and maintain LAN/WAN equipment and related services. Identify, diagnose, and resolve network problems. Create and maintain comprehensive documentation for all implemented systems/networks. Provides Tier-3 support for help desk related problems or incidents. Also provide the necessary ticket troubleshooting and monitoring to ensure customer satisfaction. Provide recommendations for new hardware/software and technologies. Maintain and support company’s LAN/WAN environment, Windows systems, business applications, anti-virus protection, email, and authentication administration. Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure add new services as necessary. Perform periodic performance reporting to support capacity planning. Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required. Maintain and configure development and test environments.

Westat Rockville, MD

Support Help Desk (Evening) June 2015 - Present

Provide technical support for Westat interviewers who conduct research surveys for Rockville, MD office. Troubleshoot field support hardware, software, networking problems and data transmissions, answer procedural questions. Respond to telephone calls, emails for technical support. Document, track, and monitor the status of a problem into customized tracking systems. Verify with the end users that problems are resolved. Escalate unresolved end-user problems as appropriate.

DC Water & Sewer Authority Washington DC

Sr. Desktop Support Engineer April-June 2013

Installed Hardware and Software which varied from updates, installs, configuration, troubleshooting and resolution. Giving Diagnostic assistance at all levels to users or automation to determine the cause and resolution of problems encountered in the use of hardware and software. Supported all IT equipment, to include network servers, PCs, plasmas, kiosks, televisions, printers, scanners, portable computers, tablets, switches, projections systems, fax machines, multifunctional devices, smart phones, audio-video equipment, teleconferencing, docking station, Board Room equipment, wireless equipment, cell phones, pagers, and other miscellaneous equipment.

Warehouse and IT Inventory duties as they deal with IT equipment: moving, unboxing, organizing, producing property passes, tagging, labeling, moving, tracking, verifying, audits (hardware and software), boxing, PDA. Manage and perform equipment relocation, installation, expansion, connection/disconnection, upgrades, support/maintenance, and preventive maintenance of computer systems hardware. Documentation, and peripheral devices, to include surveying new installations and moving IT equipment as requested; provide support to include servicing peripherals and other devices such as printers.

Testing and installation of computer hardware and software applications and ensure software applications meet end user requirements. Network troubleshooting and toning of ports for desktop usage. Provide daily and weekly reports on tickets status and project updates and other as required. Contact vendors as approved by immediate manager for support, warranty repairs, quotes. Meet all SLA, KPI, and ACD/CCD requirements. Guidance provided for new equipment installations according to standard specifications. Printer maintenance: install, configure, troubleshoot, upgrade, replace, and maintain all types of network and local printers. Software Support: provide software support to include and subsequent releases/upgrades/patches, configuration, troubleshooting and resolution for various commercial software packages. Provide software integration.

NATIONAL ARCHIVES and RECORDS ADMINISTRATION College Park, MD

Service Desk Lead Assistant (Contractor) Dec 2010-March 2013

Provide daily supervision and direction to staff who servers as single point of contact for a variety of customers via calls, email, and web inquires, for resolution of problems. Diagnose, identified, isolated, and analyze problems utilizing historical database records. Maintain and update support request records and tracking databases, including knowledge database of issues and resolution actions. Alert management to recurring problems and patterns of problems. Perform quality reviews of system data to ensure accuracy of user accounts. Analyze the problem and information to be processed. Performed quality assurance reviews of help desk tickets entered into the service desk ticketing system and report results and recommendations. Provide technical and administrative direction for personnel performing technical assistance and system testing. Also provide oversight and input to testing processes to ensure system changes and enhancements do not degrade system operation. Review and contribute to test plans, schedules, execution, and results to ensure full coverage during any system changes/enhancements.

Applied application specific knowledge to ongoing issue resolution and system enhancement planning. Assist in the assessment of operational problems and provide feedback related to issue remediation. Organize and prioritize all escalated activates inclusive of testing, execution of system upgrades, improvements, and bug fixes. Also wrote and maintained help desk SOPs and policies in program knowledge base system. Review program documentation, system operational policies, and web-based content to ensure NARA standards/requirements are met. Maintain documentation of work flow processes of service desk ticketing system and other support. Monitor the accuracy of information system data that appear in a variety of web-based content and program-related publications. Responsible for the management of implementing improvements to the service desk.

Sr. Desktop Support Engineer (Contractor) Nov 2007-Aug 2009

Provide Desk side/Tier II as well as remote support to enterprise and executive agency officials via calls, email, and web inquires, for resolution of problems. Demonstrate excellent communication skills and proactively follow up on IT service request/IT problem tickets until customer confirms resolution. Resolve desktop issues with various Operating Systems in a platform agnostic IT environment. Administer client’s active directory user accounts which include creating new active directory user accounts, and supporting and troubleshooting existing user accounts and user groups. Additionally, enable and disable active directory accounts as needed. Administer active directory Organizational Units and Group Policy objects. Perform system administration of desktop, printers, computer peripherals, and server systems connected to local and wide area networks.

Set up, configure, and troubleshoot Android/Apple phones, and provide onsite and remote support for mobile device users. Provide system/network troubleshooting and support to include diagnosing, fixing, maintaining and upgrading hardware and software as well as desktop applications. Monitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools, techniques and technologies. Provided in-house training Citrix virtual desktop/VPN.

Department Of Defense Washington, D.C.

Desktop Engineer Analyst (Contractor) Aug-Nov 2007

As a desktop engineer analyst accurately and professionally route and escalate customer calls using Remedy trouble ticket system to network, database, systems, and security specialists was key. Providing troubleshooting and incident resolution utilizing internally documented Standard Operation Procedures. Add or exchange externally connected PC accessories and data communications equipment. Troubleshoot LAN/WANs and provide problem resolution for PC and data communications hardware. Add or replace boards, disks drives, and other PC components. Install cabling for LANs. Attaches, detaches or exchange LAN cabling to workstations, servers, network devices, and data communications equipment.

Install and configure specified software packages such as operating systems, Copernic Desktop, PKI, & Approveit Desktop with Remote Access software. Provided in-house training for Remote/VPN connectivity. Account management within Active Directory. Remapped, repaired and resolved users personal “PST” folder usage on both.

US Department of Transportation Washington D.C

Desktop Engineer Tier II (Contractor) April-June 2007

Provide technical support and guidance for all end-user workstations and business applications. Troubleshoot end-user hardware, software, and networking problems in a Windows environment. Identify, research, and resolve technical problems. Respond to telephone calls, emails and personnel requests for technical support. Work and communicate directly with end users and the Operations and Technology Teams to identify and resolve application problems. Document, track, and monitor the status of a problem to ensure a timely resolution. Verify with the end users that problems are resolved. Escalate unresolved end-user problems as appropriate. Monitor system status and report anomalies. Actively contribute to ongoing process improvement. Install and configure workstations software. Assist and provide knowledge transfer to other Technicians.

Technology Summary

Experience managing Active Directory, Organizational Unit Administration

Experience managing MS Exchange user accounts

Experience with WSUS Patch Management, Anti-Virus, Symantec Endpoint, OS Upgrades, computer security and system building and monitoring

Advanced knowledge of networking, including GPOs, DNS, TCP/IP, DHCP, switching and routing concepts, network printers, network devices, configuration and topology in client infrastructure

In-depth knowledge of Windows Server 2003/2008/2012, Windows 7

Demonstrated knowledge and experience with Citrix virtual desktop, XenApp, and XenDesktop

Experience using MDT, PXE Boot, SCCM, Ghost

Experience with DELL and HP hardware (i.e. server, workstations, and thin clients)

EDUCATION

Nassau Community College, Garden City, NY

Nextech Training Solutions LLC, Hauppauge, NY

Microsoft Certified Professional (MCP) 2000

A+ 2000

Prince George’s Community College, Largo, MD

Currently working on Security + certification

ITIL v3 Foundation certification

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