Software Microsoft Office

Kevin Brant

*** ********** **. ********, **. ****0 443-***-**** ********@*****.***

Objective

University of Phoenix Graduate offering a knowledgeable background in IT combined with Help Desk experience. Seeking a Technical Support role which will utilize past experience and current skill set and which will also allow the ability to contribute as a team player within an organization.

Education

BACHELOR OF SCIENCE / ADVANCED NETWORKING

May 2012 – October 2014

GPA 3.14

University of Phoenix – Phoenix, Arizona

ASSOCIATES OF ARTS / IT & NETWORKING

August 2010 – May 2012

GPA 3.6

University of Phoenix – Phoenix, Arizona

CERTIFICATE / NETWORK INFORMATION SYSTEMS

August 2002 – March 2004

GPA 3.1

TESST College of Technology – Towson, Maryland

Skills & Abilities

CLEARANCE

Held A TOP SECRET CLEARANCE while in the United States Army CERTIFICATIONS

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HDI Certification

ITIL Foundations

SOFTWARE

Microsoft Office Outlook

Microsoft Word

Microsoft Active Directory

Microsoft Exchange Server

Symantec Norton Antivirus and Internet Security

Cisco Any Connect VPN Client

Citrix Receiver

Windows XP, Windows 7, Windows 8

SDT Connector and Terminal Server

Entrust Encryption Software

McAfee Endpoint Encryption

Blackberry Enterprise Server

HSPD-12 Badge Support

Remedy, HEAT, and Service Now Ticketing Software HARDWARE

Network Printer Installations

Various PC Peripherals

RSA Secure ID Tokens

Experience

SERVICE DESK ANALYST

CRITERION SYSTEMS, INC., CONTRACTOR TO THE

US DEPARTMENT OF ENERGY, Germantown, MD

May 2012 – September 2017

Assist Department of Energy Federal Employees and Contractors with various issues including password resets, installing Network printers, and accessing various functions of the workstations. Also assist with logging in with Cisco and Citrix remote connectivity applications. First contact resolutions of many aspects which the customers are unable to resolve on their own. HELP-DESK REPRESENTATIVE

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MAGELLAN HEALTH SERVICES, Columbia, Maryland

March 2012

Provided telephone support for a Louisiana Project where the project included assisting Various Healthcare Providers with password resets and functionality within proprietary software and applications.

HELP-DESK ENGINEER

ZYSTEMS GO, INC., Hunt Valley, Maryland

November 2011 – January 2012

Provided telephone support to Dental offices which required assistance with various software and PC issues. Assisted with printer installs and provided assistance with setting up the Sonic Wall Global VPN client. Was introduced to various Dental software which required certain configurations and was the liaison between the client and third party vendors of the software. Assisted with major upgrades to software which was located on the offices’ servers. DESKTOP SUPPORT TECHNICIAN

Baltimore City Public Schools, Baltimore, Maryland August 2010 – May 2011

Resolved callers’ issues, either over the phone or via a remote connection to the workstations with Dame Ware connectivity software. Documented each issue with the use of HEAT ticketing software. Provided troubleshooting of Network printers when the users were unable to print to the printer. Assisted users with Microsoft Outlook email accounts when unable to access the emails. Provided callers with necessary assistance when unable to log onto the Domain and provided useful information as to the best way to prevent the same situation going forward. Successfully guided callers through the process of resetting passwords and reset the password when caller was unable to themselves. Installed various work related software which required administrator rights for installation and provided callers with assistance performing routine maintenance on their workstations remotely. Followed up with callers to ensure all issues were addressed and resolved in a timely manner. CALL CENTER REPRESENTATIVE

E4E Business Solutions, Hunt Valley, Maryland

March 2007 – August 2009

Assisted customers and vendors with any issues involving various Video Conferencing hardware and software. These issues included network connectivity issues during a video call which affected the ability for the call to be correctly executed. Also provided support for web based video conferencing software which included compatibility issues and connectivity issues. Provided customer support for any warranty issues with the equipment and set up any needed repairs or replacement equipment to be sent to the customers. Adhered to all Warranty guideline for the products. Use of Siebel ticketing software to track all of the interactions with the customers.

ELECTRONIC MORSE INTERCEPTOR,

United States Army,

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August 1986 – September 1993

Augsburg, Germany

Fort Meade, Maryland

Schofield Barracks, Hawaii

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