Microsoft Office Support

WAYNE THOMAS

**** ********** ****** ***** ********** VA 22315

571-***-**** *********@*****.***

Professional Summary

** + years of experience with Microsoft Office Training, desktop support, deployments and configurations.

Desktop support which includes installation of software, configuration of computers, printer installs, VPN installations, adding computers to domain, computer deployment and inventory control.

Application support for Microsoft Office Suite

Utilization of cloud backups

Teacher MOS designed for certification preparation and design of course curriculum Web Design using Dreamweaver, Swish and HTML

A+ - Microsoft Office Specialist (MOS) – ITILv3

Experience

US Equal Employment Opportunity Commission, Washington, DC

www.eeoc.gov Security Clearance: Public Trust

Sept 2017 to Present

Public Portal Support/SharePoint End-User Support Technician/Tier II

Tier 2 provides systems support and business (functional) assistance to users for tickets that cannot be solved under Tier 1.

The Contractor shall provide customer support for escalated Helpdesk support functions to include: Review and validate that the problem requires escalation to Tier 2, begin troubleshooting of the reported problem, and determine if the problem is one-of-a-kind in nature or is potentially system-wide.

Provide system support for SharePoint End-Users

Classify and provide analysis, including analysis of the problem as it relates to prior Tier 2 tickets or previous trouble tickets.

Refer those tickets that cannot be resolved within the SOP time parameters, with an escalation to a Tier 3.

Recommend whether on-site government assistance and support is needed, based on a Priority 1 problem ticket or work order affecting remote users or locations.

Provide advanced and complex technical support for all base-level applications.

Set up and de-install of computers. This includes special requests for training room setup and de-install

Coordination and execution of end-user loaner program for computers, laptops and peripherals (i.e. portable printers, projectors, keyboard, mouse, etc.).

Contractor shall provide documentation log, retest and check-in all returned equipment

Assistance with printing, scanning, faxing, etc; Mobile devices configurations and management

Installing or de-installing user applications, moving computers

Exit assistance for users leaving the headquarters facility; Disk wipe hard drive, prepare inventory paperwork, and store for re-use

Maintain EEOC Operating System (currently Microsoft Windows 7) and provide testing, trouble shooting, documentation, and consultation to assure all EEOC applications can run under USGCB compliant guidelines

Provide Operating System updates, upgrades as required by the EEOC. The EEOC may migrate to Windows 10 within the task order period. Full planning, application testing, configuration, administration, and deployment shall be the responsibility of the Contractor. Performance AQLs can be re-negotiated during and after the upgrades

Writing and testing install scripts, troubleshooting problems with configuration settings, test and integration of applications

Work with the EEOC security operations team to conduct desktop virus scan, and remediate infected systems.

Conduct desktop data recovery and backup.

SharePoint End-User Support

Assist users with navigation of SharePoint

Create and maintain new site

Create and maintain Blog pages

Create and maintain Calendars

Create and maintain Document Libraries

Create and maintain Video Libraries

New hardware Refresh Team

Assist with Public Portal

US Environmental Protection Agency, Washington, DC

www.epa.gov Security Clearance: Public Trust

August 2013 to May 2017

Personal Computer Support Technician

Support and maintain in-house computer systems, desktops, and peripherals

Includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment

Ensuring optimal workstation performance

Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.

Accurately document instances of hardware failure, repair, installation, and removal.

Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.

Support development and implementation of new computer projects and new hardware installations.

Member of Windows 7 Migration team

oPicked up PCs from Asset Management

oRetrieve Computer Name from Active Directory

oRan and Submit CSV file to Network Engineers

oRan the image for the PC

oTransfer customer’s data from old PC to the new PC

oDeployed the PC and configured the PC for the customer

oConfigured email, printer, share drives and Lotus Notes

iPhone configurations, setup, and troubleshooting

Lotus Notes configurations, setup, and troubleshooting

Active Directory – password resets, locating PC names and customer IDs, finding PC OUs and account verifications.

OneDrive Support

US Food and Drug Administration, White Oaks, MD

www.fda.gov Security Clearance: Public Trust

January 2013 to August 2013

Tier 2 Desk Side Support Technician

Responsibilities are installing, connecting, configuring, upgrading, troubleshooting, diagnosing, and repairing desktop/laptop PCs, Blackberries, and peripherals (such as printers and scanners)

Responsible for hardware upgrades, including adding memory, hard drives, removable storage media, DVD-ROMs, and network interface cards

Software support includes operating systems, application software, utility software, and internally developed system software.

Technicians typically provide desk side support and where applicable, use software tools to fix PC and peripheral problems remotely; these tools include but not limited to SCCM.

Maintain executive/senior staff members’ computer requests, support software merchants and the in-house networking staff to resolve issues.

Member of Windows 7 Migration team

Capital One Bank, Laurel, MD

www.capitalone.com

November 2012 to January 2013

Configuration Technician

Guided responsibilities for installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems. Primary tools were SCCM & SALT.

Installs and optimizes HW/SW/Networking product and configurations at customer sites.

Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.

Proficient in troubleshooting Windows XP, standard MS applications, and HP hardware.

US Consumer Product Safety Commission, Bethesda, MD

www.cpsc.gov

March 2012 to October 2012

Desktop Support Analyst Security Clearance: Public Trust

Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.

Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients.

Interact with numerous computer platforms in a multi-layered client server environment.

Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.

Trains and orients staff on use of hardware and software.

Supported end-user that are new to SharePoint

Recommends and / or performs upgrades on systems to ensure longevity.

Works with procurement staff to purchase hardware and software.

Assesses functional needs to determine specifications for purchases.

Orders computer supplies.

Assists in maintaining LAN/WAN records and, as appropriate, telephone systems cable all setup Digital Video Conferences (DVC).

Support executive/senior staff members’ computer requests, service software merchants and the in-house networking staff in resolving issues.

Member of Windows 7 Migration team

Alion Science & Technology, Fairfax, VA

www.alionscience.com

September 2009 to December 2011

Sr. Computer Specialist

Manage servers, including print and backup servers and their associated operating systems and software.

Install anti-virus, VPN and desktop applications

Manage local network hardware and equipment, including switches, hubs, and UPSs.

Manage servers, including print and backup servers and their associated operating systems and software.

Administer all equipment, hardware and software upgrades and maintain phone and voice-mail system.

Provide guidance on specifications for new desktop and laptop purchases

Supported end-user that are new to SharePoint

Aid executive/senior staff members and assist the software vendors and the internal networking staff to resolve issues.

Arctic Slope Regional Corporation, Greenbelt, MD

www.asrcfederal.com

March 2007 to September 2009

Client Analyst Specialist

Created, deleted, and administered network accounts using Active Directory

Designed, installed, supported, and troubleshot TCP/IP and NetBEUI networks, and labs.

Configured Internet connections. Installed hardware devices such as NICs, modems, hard drives, and CD-ROM/DVDs.

Performed CPU upgrades.

Installed and troubleshot Windows device drivers.

Supported Microsoft Office users on-site and remote users

Supported end-user that are new to SharePoint

Configuration of e-mail and Microsoft Exchange using RPC/HTTP.

Support executive/senior staff members and work the software vendors and the internal networking staff to resolve issues.

Member of Windows Migration team

Howard University, Washington, DC

www.coas.howard.edu/hucup

June 2007 to September 2009 (Part-Time)

Computer Instructor

Teach student to use MS Office at an expert level

Maintain and configure computers in classroom for students and staff

Inform students on problem solving techniques

Teach students to design and maintain websites

Management System Services Inc. Rockville MD

February 2006 to March 2007

Software Trainer Security Clearance: Public Trust

Microsoft Access Lead Trainer

Develop technology training curriculum

Train MS Office product features to staff

Build PowerPoint presentations for use in government training sessions

Assist staff with installing software, Outlook configurations and Blackberry setups and support

Alliance of Concerned Men, Washington DC

http://www.interchange.org/romros/resource-1.html

May 2005 to January 2006 (Part-Time)

IT Coordinator

Design and build computer lab

Develop technology training curriculum

Teach MS Office and provide skill set required to pass Microsoft Office User Specialist Certification Exam

System administrator for server, classroom and lab

Install operating systems, Microsoft Office Suite, printers and connect all computers and server to Internet.

Education

Stratford University

Master in Cyber Security

Projected Graduation 2019

Strayer University

Master in Information Technology

Graduation 2017

Potomac College

BS in Cyber-Security

Graduation 2013

University of Phoenix

AAS in Network Security

2010

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