Active Directory Microsoft Office
Resume:
Craig J. Lowery II
Washington DC 20020
Phone: 301-***-****
Email: **************@*****.***
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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