Desktop Support Software

Nate C. Smith, Jr.

*** ******** ** **** 540-***-****

Christiansburg, VA 24073 Cell 540-***-****

Email: ********@*****.***

COMPUTER SKILLS, CERTIFICATIONS, RELATED COURSES & CLEARANCES

Hardware:

CD-ROMS, CD-Writers, Hard Drives, Printers, Monitors, Expansion Cards, Processors, RAM, Peripherals

OS:

Windows 9X/7/8.1/10, Mac OSX, Linux, Apple iOS, Android

Networking:

LAN/WAN, TCP/IP, routers, PPP, ISDN, IPX, Cisco, Novell

Programming:

Visual Basic

Applications:

Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Active Directory, AutoCAD, Activesync, CADkey, Photoshop, Remedy, HEAT, Microsoft Outlook, Identity Finder, Google Apps, Microsoft OneNote, Skype for Business

Microsoft Deployment Tool, Hyper-V, ServiceNow, Adobe Acrobat, WebEx

Courses:

Network Security, Internetworking Configuration & Troubleshooting, Network Analysis and Design, Routing, and Database Management, HDI Problem Management Professional, HDI Desktop Support Manager

Clearances:

Held Department of Defense (DOD) Secret Security Clearance

PROFESSIONAL EXPERIENCE

Desktop Support Manager Feb 2017 - Present

Business and Management Systems (BAMS)

Virginia Tech Blacksburg, VA

Provide user support for the President and Executive VP and Provost senior management areas

Provide troubleshooting and user support to a variety of units reporting to the President and Executive VP and Provost senior management areas, particularly where there are serious or wide-scale problems

Review and identify opportunities for improvement in policies and procedures for desktop support team

Create and maintain tiered support for desktop support

Oversee desktop support student employees, including hiring, scheduling, evaluation and training

Develops personal growth opportunities for student employees

Create, gather, evaluate, and process customer service satisfaction evaluations

Assist with the risk management plan as backup in an emergency or natural disaster

Maintain operating system image and corresponding software

Install new and upgrades of a wide variety of office software on computers for the office staff and administrators, including equipment at homes of senior administrators

Serve as Network Liaison and OU Admin

Information Technology Specialist I June 2011 – Feb 2017

Undergraduate Education

Senior VP and Provost

Virginia Tech Blacksburg, VA

Provide user support for the Office of the Senior Vice President and Provost for academic units reporting to the Senior Vice President and Provost

Provide user support for the Office of the Senior Vice President and Provost and for academic units reporting to the Senior Vice President and Provost

Install new and upgrades of a wide variety of office software on computers for the office staff and administrators, including equipment at homes of senior administrators

Respond promptly and effectively to solve hardware and software problems; provide emergency on-call support for senior administrators

Research solutions to problems and keep up to date on software fixes, patches, and solutions described in industry publications, on relevant listservs, and web sites

Provide technical support for more complex applications, such as data base programs (FileMaker Pro)

Anticipate problems and provide preventive solutions whenever possible, such as watching for equipment malfunctions, maintaining virus protection, enhancing security, anticipating need to migrate to new software, and keeping staff informed of changing computing environment

Provide troubleshooting and user support to a variety of units reporting to the Senior Vice President and Provost, particularly where there are serious or wide-scale problems

Provide information on an on-going basis to staff in other units who trouble shoot computer-related problems so that they will have the advantage of new knowledge, fixes, upcoming changes, etc.

Information Technology Specialist II July 2005 – June 2011

University Computing Support

Virginia Tech Blacksburg, VA

Configure and install computer equipment, hardware and software for executives

Provide software and hardware support for faculty, staff and students

Provide on-call 24/7 service for our IT helpdesk

Research, test, and evaluate software and hardware

Actively involved on several IT committees that make key technological decisions for the present and future of the university

Implement latest system upgrades and patches including pda’s and smartphones

Submit and update KB articles with solutions to common IT problems and questions

Senior consultant for staff of 25+

Assist in managing work schedules and submitting performance evaluations

Regularly communicate with Dell, Apple, Verizon, Sprint, Cingular, and Microsoft for service requests, product release information and beta testing

Senior Software Technician November 2004 – June 2005

Ballistic Missile Defense Agency (BMDA) Arlington, VA

Zen Technology Rockville, MD

Exclusively oversee, develop and support network technical operations of the VIP staff, which consist of the Director/General of the MDA

Configure and install VIPs computer equipment, hardware and software

Analyze equipment and software for reliability, feasibility, and utilization to identify problem areas

Configure hardware equipment such as Notebooks, BlackBerrys, PC, etc. on network

Investigate and evaluate difficult/unresolved problems with network and equipment

Establish and prepare testing/implementation plans

Prepare daily and weekly progress reports to project managers, IT Director and staff

Engineering Readiness Team Technical Lead/Manager May 2004 – November 2004

Ballistic Missile Defense Agency (BMDA) Arlington, VA

Zen Technology Rockville, MD

Implemented and installed Citrix thin clients for classified network

Oversaw implementation of new and existing hardware/software security systems

Provided consultation with department POC’s to discuss expectations and direct effects on department functioning

Migrated, created, managed classified user email accounts, profiles, data, and computers

Troubleshot problems involved in Citrix classified migration project

Regularly used Active Directory, MS Exchange 2000/5.5, MS Windows 2000 Server, NetIQ

Windows 2000/NT/XP, Citrix

Created SOP’s for end users and technicians

Managed a team of 20+ technicians at various agency sites throughout the city

Responsible for managing work schedules and submitting performance evaluations

Prepared daily and weekly progress reports to project managers, IT Director and staff

Conducted meetings to discuss goals, project progression, performance recognition, and concerns

PKI/CAC Installer March 2004 – May 2004

Ballistic Missile Defense Agency (BMDA) Arlington, VA

Manpower Professional Linthicum, MD

Installed and configured PKI certificates

Configured CACs to meet project requirements

Efficiently trained workers in various aspects of the job

Interacted closely with senior staff members

Updated and kept precise records of daily activities

Troubleshot PC’s to amend issues

Installed hardware and software

Educated users in proper use of PKI/CAC

Managed, updated, and created trouble tickets using Magic Total Service Desk

NMCI Consultant August 2003 – Feb 2004

Pentagon, Arlington, VA Navy Annex, Arlington, VA Crystal City, Arlington, VA

Hall Kinion Sacramento, CA

Transferred data from PC-to-PC

Created user profiles and multi-user profiles for PC’s

Troubleshot PC’s and network for proper connectivity

Installed software and hardware to meet user requirements

Worked closely with users and other consultants

Documented in detail each task preformed

Maintained integrity and professionalism while handling user’s personal documents and information

Trained team members in various aspects of the job

Roll-Out Technician July 2002 – August 2002

Washington Navy Yard, Washington, DC Anacostia Naval Annex, Anacostia, MD

AERA, Inc. Alexandria, VA

Installed, upgraded, troubleshoot, PC hardware and software

Documented in detail the daily activities

Provided assistance to fellow technicians

Configured PC’s to meet project, software and user requirements

Information Technologist – Internship Program May 2001 - August 2001

Raytheon Company Falls Church, VA

Provided services to ensure computer systems and networks are in adherence to security policies

Installed, upgraded, maintained and patched a variety of operating systems such as Windows 9X, 2000, NT, XP Pro, etc.

Documented and maintained diagram of network and software configuration

Add/removed and maintained user accounts, systems, and various network hardware to support operating systems

Configured network to meet project and software developer requirements

Added and maintained PC’s and workstations to network

Worked with firewall installation to maintain and monitor network traffic

Provided user support to resolve knowledge and skill problems

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