Craig J. Lowery II

****A **th St. SE

Washington DC 20020

Phone: 301-***-****

Email: ac5e9o@r.postjobfree.com

Employment Experience:

National Institute of Health February 2017-Present

Insight Global (Contractor)

Desktop Technician

Dedicated Tier 2 Desktop Support Technician for the Central Utility Plant at the NIH Bethesda Campus

Uses Bomgar to troubleshoot and resolve desktop and server issues remotely

Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates

Configures IT devices for secure operation, including installation and configuration of security software, software updates, and other configurations as required

Use of Active Directory to reset passwords, assigns user permissions and group assignments

Troubleshoots and resolves PIV card issues and Outlook 2016 encryption issues

Track and document all issues and solutions using Service Now

Continuously remediates security deficiencies on servers, Supervisory Control and Data Acquisition or SCADA computers and Programmable Logic Controllers or PLC’s as identified by the NIH Security team by utilizing Putty and/or a web browser

National Institute of Health April 2016-Febuary 2017

Alta IT (Contractor)

Deployment Technician

Member of the Office 365 migration team for the National Cancer Institute

Provided customer support and service on supported computer applications and platforms.

Troubleshot problems and advises on the appropriate action.

Used a documented knowledge base of problem resolutions in support of service requests and inquiries.

Diagnosed hardware and software failures, communicated the remediation plans to users, and provide status updates.

Provided input for end-user documentation and instructions.

Tracked and updated the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints.

Performed diagnostics, analysis, repairs, or replacement hardware for PC's, laptops, and printers.

Followed set policies and procedures when assisting clients to ensure proper handling of requests.

Supported continuous improvement in the process and quality of the operations.

Participated in troubleshooting of issues with the drive towards root cause identification and resolution.

Provided end user training instruction, as required.

Ensured problem ownership and promotes end-user satisfaction.

Logged all transactions with customers in Service Now

ASM Research July 2015 – April 2016

Apex Systems Inc. (Contractor)

Computer Systems Engineer

Provided Tier 2 and Tier 3 support the Department of Veterans Affairs

Assist both Tier 1 and Tier 2 personnel resolving vulnerability issues on Network Systems

Resolved network equipment vulnerability issues as outlined by the Regional Director or designee and test solution implemented

Worked with customer staff on Baseline compliance in all Regional Network equipment

Continuously remediated security deficiencies on customer’s network infrastructure as identified in the customer NSOC’s Nessus scans.

Resolved and test Server and Desktop vulnerability patching issues for each Month’s Microsoft Security Patch Change Orders

Use of Active Directory to reset passwords, create groups and assign policy

Remotely assisted both Tier 1 and Tier II personnel in resolving vulnerability issues on Servers and Workstations Systems.

Secure network printers and print servers by disabling unnecessary network protocols and updating firmware

Fannie Mae April 2015 – July 2015

Integration International Inc. (Contractor)

Desktop Support Engineer

Member of the Windows 8.1 migration team for

Imaged new systems using Deployment Solution and prepare for deployment

Placed new systems on the network and verify all settings are correctly set to specifications

Complete data migration of user profile

Made sure that the data has been transferred to new desktops and laptops

Confirmed that all applications were installed and properly setup with the corresponding user's credentials and mapped printers

Rolled out new desktops and laptops to the employees

National Institute of Health Jan 2014 – April 2015

22nd Staffing Inc. (Contractor)

Dedicated Desktop Support Technician II

Configured, installed, and supported PC’s and Mac desktops and laptops, handheld devices, printers, monitors, portable data storage devices, and other general peripherals for the National Institute of Health in the National Cancer Institute Division Urologic Oncology Branch

Configured IT devices for secure operation, including installation of security software, software updates, and other configurations as required

Diagnosed hardware and software failures, communicates the remediation plans to users, and provide status updates

Provided software support for users of NCI-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals

Used Bomgar to troubleshoot and resolve computer issues remotely

Provided support for installation, configuration, and operation of scientific software

Created and updated Standard Operating Procedures on NCI’s Collaborate website

Tracked and documented all issues and solutions using Service Now

National Public Radio July 2013 – Jan 2014

CPN-Network (Contractor)

Tier2 Service Desk Technician

Provided hardware and software support for National Public Radio’s 600 internal employees

Tracked and document all issues and solutions using Service Now

Management of AD user accounts as well as implement group/OU memberships and permissions

Troubleshot and resolved NewsFlex and MTE issues or escalate these issues to the Applications team

Used Join.me and GoToAssist to troubleshoot and resolve computer issues remotely

Used Symantec Ghost and Dell Kase Agent 1000 and 2000 for Windows 7 imaging

Millennium Corporation March 2012 – July 2013

Metro Systems Inc. (Contractor)

IT Specialist

Oversaw the day-to-day operations of Millennium Corporation’s local area network.

Established and maintained user e-mail accounts Exchange Management Console/Microsoft Exchange Server 2010 and Active Directory

Implemented security policies via Group Policy

Managed anti-spam server via Microsoft Forefront Protection 2010

Managed anti-virus server via Symantec Endpoint Protection Manager

Administered Millennium SharePoint 2007 intranet site

Created trouble ticket tracking system in SharePoint 2007

Tasked with creating sub sites and manage permissions in SharePoint 2007 for Millennium departments

Configured Millennium e-mails on smartphones, IPhones, Droid (Active Sync Support) and Blackberry

Provided hardware and software support to 150 users

Maintained, reviewed and complied with all distributed documentation that pertains to products supported or operating procedures

Implemented a permanent site to site VPN connection using Sonicwall routers

Monitored network performance using Solarwinds Network Performance Monitor 10.5

New West Technologies LLC May 2011- March 2012

IT Support Specialist

Provided systems and software support for New West Technologies employees

Management of Active Directory user accounts and administer group/OU memberships and permissions

Email management via Microsoft Exchange 2010

Responsible for computer inventory

Analyze and develop solutions to questions and issues related to Windows 7/XP and Microsoft Office 2007/2010

Completed a Windows XP to Windows 7 migration for 150 users

Troubleshot and resolved Citrix XenApp issues used for remote access to New West LAN

Universal Service Administrative Company July 2006 – May 2011

Helpdesk Administrator II

Helpdesk Lead for the Universal Service Administrative Company

Provided IT systems and software support for internal USAC employees and contractors

Management of Active Directory user accounts and administered group/OU memberships and permissions

Email management including setting up email accounts and group mailboxes

Procurement of new hardware for client needs

Kept computer inventory using Altiris Console

Track computer and peripheral purchases using Microsoft Dynamics Great Plains 10

Used Altiris Deployment Server Console to create and update USAC standard desktop and laptop images and to push appropriate software to client computers

Troubleshot and resolved Citrix XenApp issues used for remote access

Used Dameware and Altiris Console to troubleshoot and resolve issues remotely

Analyzed and developed solutions to questions and issues related to Windows 7/XP and Microsoft Office 2003/2007

Development of documentation for new processes

Track and document all problems/solutions using Altiris Helpdesk.

Administration of the Nortel Phone System using Nortel Networks Call Pilot Manager Administration

Created USAC’s IT New Employee Orientation also presented the orientation on a regular basis

Created and edited Sharepoint 2007 forms for internal Helpdesk checklists and documentation.

Provided Blackberry support and training

Accessed servers to diagnose and resolve issues via remote desktop/terminal service

SoftMed Systems, Inc. May 2004 – July 2006

Network Administrator

Providing Tier I-II Helpdesk support for internal SoftMed employees

Excellent communication with technical staff and customer base

Tracked and document all problems/solutions using Track-It ticketing software

Resolve VPN connectivity issues

Used Web-Ex for remote support

Norton Anti-Virus Server & client administration

Management of AD user accounts as well as implement group/OU memberships and permissions

Email management including setting up email accounts and distribution lists

Used Symantec Ghost software to create and update corporate standard images

Installed and configured network servers for internal training purposes

Procurement of new hardware/software for client needs

Training:

Windows Server 2003 Active Directory Hands-On January 2008

Support Center Analyst/ITIL February 2007

Dale Carnegie Course: Effective Communications August 2003

Cisco Networking Training May 2003

U. S. Navy (Active Duty) Sept. 1989 - March 1993

(Honorable Discharge- Copy of DD214 Available upon request)

Education:

South Carolina State University

Prince George’s Community College

Clearance:

Public Trust

CERTIFICATIONS:

Microsoft Certified Professional #1358851

Hardware:

Dell Servers, Compaq Workstations and laptops, Blackberry Handhelds, Dell workstations and laptops, Hewlett Packard Printers, Lenovo ThinkPads, Mac Book Air, IMac, IPhone 4-6, Droid Handhelds, Polycom

Operating Systems: Windows XP Professional, Windows 7 Enterprise 32 and 64 Bit, Windows 8, Windows 10, OS X Mountain Lion - Yosemite

Server Applications: Windows Server 2003/2008, Microsoft Exchange 2003/2007/2010/2011 for Macintosh, SQL Server 2008R2, Sharepoint 2007-2013, Solarwinds Network Performance Monitor 10.5

Applications: Microsoft Office Suite 2007/2016/365, SQL Server 2000, Adobe Acrobat XI, Adobe Photoshop, Norton Antivirus Corporate Edition, McAfee AV, Symantec Endpoint Protection 11, Symantec Ghost (2000 – 8.0), Cash Pro, Endnote, Cisco VPN, Citrix Receiver, Service Now Ticketing System, Heat Ticketing System, Altiris, Acronis 11.5, Bitlocker, Pointsec

Email clients: MS Outlook (2003-2013, 2011 for Macintosh)

Internet Browsers: Internet Explorer 8-11, Mozilla Firefox, Google Chrome

Tape Backup software: Symantec Backup Exec 2010

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