HelpDesk/Mobile Tech

Jonathan Ladson

**** **** **.*.*. • WASHINGTON, D.C. 20020

202-***-**** • ********@*****.***

Summary of Qualifications

Over five years’ experience refurbishing, repairing, and troubleshooting PCs, iMac,laptops, and printers

Four years training interns and employees

SKILLS

OS: Windows 10,8,7, Vista, XP

Troubleshooting/Repair/Training

Software Installation/Upgrade

Lab Configuration/Installation

Profound knowledge of computer hardware and software and excellent troubleshooting abilities.

Ability to provide excellent customer service in an IT support environment

Public Trust Clearance

Educational/Professional Development

Morehouse College, Computer Science, Atlanta, GA

A+ Certification, HMOs Certification, Erisa Compliance-Aetna, “Yes You Can” Girls Empowerment Trainer

PROFESSIONAL EXPERIENCE

Mobile Deployment Technician, Securities and Exchange Commission,

Washington, DC February 2017-August 2017

Provisioned 4000 iPhone 6s devices with applications and policies according to Securities and Exchange Commission rules and standards

Configure devices with email apps, WI-FI,VPN, content, intranet

Use AirWatch Console to load applications instantly to devices and update to newest IOS

AT&T Enterprise Business solutions site used to deactivate old blackberry devices and activate iPhone 6 phones, locate end user name phone number and IMEI number

Create Excel spread sheets for all devices and each region across US

Create four tickets per device deployed through Service Now and E.A.M.S. systems

Bes 5,7,12 used to track a BlackBerry to a end user when not found on a ticket in Service Now or E.A.M.S ticketing systems

Deployment of 4000 iPhones,900 face to face at headquarters,3100 packaged and sent to IT Specialist in 9 different regions around the USA

Deployed in person or through IT Specialist to VIP end users

Deskside Support-completed Tier-2 tickets for desktop and laptop users

Hardware diagnosis and replacement, hard drive data backup, wipe and reimage

Printer Team support-troubleshoot and repair IBM, Canon commercial machines, Brother, Lexmark personal printers

Technical Assistant, IT Computer Wiz Kids, Washington, DC July-August 2016

Instructed underserved summer youth participants ages 13-17 with identifying computer components and their function

Disassembly and Reassembly of computer towers

Identifying components for lab configuration and install, CPU’s, Switches, Routers, Cables, Server

Trained measurements for cable runs and best areas for equipment placement

Youth were taught to image CPU’s by disc and network

Mentored and encouraged youth with a positive spirit, attitude and guidance

Refurbisher/Instructor, Byte Back IT Academy, First Time Technology,

Washington, DC May 2011-July 2016

Designed and managed CompTIA A+ internship program in collaboration with the Director of Certification.

Assessed and maintained network performance for the Local Area Network (LAN) and the Wide Area Network (WAN) across 4 locations by troubleshooting and resolving connectivity issues.

Installed Routers, Switches including Cisco, Netgear, and Linksys as well cable runs.

Set-up and installed computer labs for six non-profit organizations.

Estimated all lab equipment, software, logistical, configuration needs and associated budget.

Created functioning computer labs and testing centers through cable and wireless network connections and provide technical support to maintain network security and performance.

Improved efficiency for refurbishing and Operating System (OS) migrations by creating workstations, automating internship program processes and managing intern workloads.

Prepared over 1000 PCs for customers by activating MS software, according to Microsoft specifications.

Provided technical and administrative support by logging intern work hours and completed assignments and updating over 2,000 units of inventory in database.

Provided quantitative monthly reports including tracking of internship program success.

Conducted customer home visits to troubleshoot and repair PCs and instruct on use.

Provided transportation to partner organizations for interns who included Returning Citizens,Homeless Veterans and other Underserved persons.

Trained and managed over 100 CompTIA A+ certification interns on PC hardware/software, troubleshooting, disassembly, refurbishing, components recycling, upgrading, and file backup configurations.

Refurbished desktops and laptops and recycled unusable parts and computers.

Tracked numbers of refurbished and recycled computers.

Guided walk-in customers on PC use and resolved hardware/software issues.

Upgraded previously purchased PCs with additional memory, greater capacity hard drives, and DVD drives.

Provided service to match customer’s interests with available services and products.

Parent Liaison, Board of Education, Prince Georges County, MD January 2007-June 2010

Assisted parents with school policies, procedures and educational requirements to meet student needs.

Provided one-on-one counseling and human service information to students and parents.

Developed and maintained partnerships with government agencies, private sector businesses, community, and non-profit organizations to sponsor outreach and grants for students and parents.

Mentored and counseled children of the general school population as well as those who were emotionally disturbed.

Organized monthly workshops for school leaders and community members on topics such as girls’ empowerment, academic support, and anti-drug/anti-violence with presentations by community agencies.

Maintained confidentiality of pertinent family records.

Dock Manager/Materials Handler, National Institutes of Health, Southern Industries International, Bethesda, MD December 2004-December 2006

Upheld and maintained security standards for loading dock operations according to Homeland Security regulations based on ISO 2001 certification.

Trained new personnel on policy and procedures and operations functionality.

Prepared all daily operational reports and logs of delivered goods and visitors.

Ensured smooth operation with vendors, laboratories, administrative offices, and clients.

Maintained vendor parking and delivery schedules and verified identification for basic security needs.

ADDITIONAL EXPERIENCE

Administrative Support, Aetna Inc., Largo, MD

Processed supply orders within budgetary restraints for the Customer Care and Adjudication Departments.

Organized and inventoried medical claims and related health documentation

Organized and facilitated large team projects within the customer care and adjudication departments.

Customer Service Representative

Answered incoming calls from an ACD phone system to assist members and health providers.

Resolved complex payment issues involving procedure codes, medical claims, and member care.

Recorded client and provider information in database and maintained physical records.

Awards and Service

Board Member Downtown Clusters Geriatric Day Care

Board Member L.O.T. The Least of These

Team Player Award, Prince George’s County Public Schools

Stop Hunger Now!

Asbury United Methodist Church-Trusty Board, Usher

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