Customer Service Software

Charles M. Darlington

*** *. ****** ******, *******, PA 17331

*******@*****.*** cell: 717-***-****

Summary: Information Technology Specialist. Eighteen years providing technically competent IT customer service and organizational leadership across a wide spectrum of IT needs for corporate officers and staff. Seeking a greater challenge, particularly in such topics as Data Reconstitution (Forensics), Network Maintenance and Security, Multiple platform operating systems (Windows, Linux, Unix, Macintosh) environments and Network Compliance.

Employment History

02/2017 – 12/2017 TEKsystems 7437 Race Road Hanover, MD 21076, Phone number 410-***-****, supporting WellSpan Health, Eastern Pennsylvania, requiring extensive travel (70-80%). 40+hours/week

Hardware/Software Compatibility Tester

Hardware and software (EPIC) viability testing for electronic health records system upgrade.

Equipment repairs/replacement, inventory control and network restructuring.

Help Desk support (Tier3) using RemedyForce.

Floor-mapped resources; deploy and install Dell and HP Thin Clients, Dell laptops and towers, HP printers, Fujitsu scanners, Elo touch screens, DataLogic bar-code scanners, punch-downs in networking closets, often under operating room conditions. Software patch upgrades for various systems utilizing Windows 7 OS.

Supported logistics operations in warehouse environments, maintaining and prepping (palleting, shrink-wrap, etc.) of stock for transport to onsite work locations.

09/2014 to 02/2017 Private PC Technical Consultant, Hanover, PA

Assisted referred users on a private basis

Perform break/fix of physical systems and Internet connectivity issues.

Upgrade hardware; install Microsoft and Linux operating systems.

Data backups; transfer to portable hard drives.

Forensics and recovery on damaged but salvageable drives

Remote client assistance of via TeamViewer

05/2000 – 09/2014 CompuCom Systems, Inc., 8283 Greensboro Dr, McLean, VA

Desktop Support Analyst for Booz Allen Hamilton at various locations.

Tier 2 and 3 support to over 1,000 users, including overseas locations

Administered user accounts, mailboxes, security and distribution

Worked New Hire Onboarding process

Created and maintained user accounts via Novel and MS Active Directory

Supported service ticket software (Vantive, S3 and ServiceNow)

Remotely assisted users with Windows Remote Desktop, VNC and Bomgar

Resolved issues by researching unincorporated COTS software solutions

Installed and maintained software, service packs, patches, anti-virus updates

Repaired, imaged and re-imaged recycled systems

Used forensic software to recapture missing data from damaged storage media

Troubleshot printers, network infrastructures and Avaya phone systems

Recommended hardware and software purchases

Managed asset inventory and deployed desktop images to end users

Created how-to manual with screenshot illustrations to assist Printshop

Developed software toolkit and distributed it to all technicians.

Results: BAH saved $3-5 million annually in equipment purchases

01/2000 – 04/2000 Employment search.

11/1999 - 01/2000 Orange Technologies, Gaithersburg, MD PC Installer

06/1999 – 11/1999 Montgomery County Board of Education, Rockville, MD20850

PC/LAN Support Technician

06/1998 – 06/1999 Electronic Parts fabricator at Trans-Tech Inc., Adamstown, MD 21710 while attending night school at Orange Technologies

01/1997 – 06/1998 Home care of cancer patient while serving as a physical security officer at Bowie Race Horse Training Facility, Bowie MD

01/1996 – 01/1997 Travel throughout Continental US and the Netherlands, latter due to applying to UN Organization for Prohibition of Chemical Weapons

05/1984 – 12/1995 Uniformed physical security (Federal GS-083 Police) for National Security Agency (NSA) Clearance level: TS/SCI

07/1982 – 05/1984 Employment search while serving in MD Army National

Guard. Trained in Communications and Chemical Defense. Received Army

Commendation Medal / Honorable Discharge (1988)

Education: St. Mary's College of Maryland, St. Mary’s City, MD 20686

Bachelor of Arts in Sociology/ Political Science 12/1981

Certificates and Licenses:

CompTIA A+ Certification

Lenovo Certified Field Technician

Skills and Abilities

Technical:

A+ rated Mac, Windows, Linux Repair Technician (15 years’ experience)

Equipment and systems knowledge includes:

oMicrosoft DOS 6.22 through Windows 7 in a LAN/WAN environment

oIBM XL, PL, NetVista desktops and laptops including T- and X-class

oHewlett-Packard desktops and ThinClients

oDell Optiplex, Apple PowerMacs, G3/4 Powerbooks and Servers

oMicrosoft Office Suites, especially MS Outlook Mail and Calendar functions.

oLinux RedHat, Debian, SuSE, Ubuntu

HF, VHF and UHF RF transceiver Electronic Technician; fine point soldering

Working knowledge (Level 1) of Russian, Dutch, Portuguese, and Japanese

Experienced in electronic record management

Interpersonal:

Effective verbal and written communications

Seasoned supervisor; junior staff trainer

Research and analytical skills match rapidly changing technologies.

Successful at establishing rapport with co-workers and supervisors

Committed to professional development of self and team

Able to work in fast paced environment.

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