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PC Systems Support Engineer

Raleigh, NC
October 29, 2018

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ITIL-Based Asset Management Utilization (Computer Lifecycle Asset Project Management)

MS Active Directory User Accounts & Computer Administration

Windows 10 & 7 Operating Systems Implementation Support & Administration

MS Office 365/2016 Migration Implementation & Support

Ghost Imaging Configuration and Implementation

Exchange/Online Exchange/Office 365 Administration

Exchange Protection Manager


Exchange and Office 365 Administration

OneDrive for Business

eDiscovery/Compliance Management

Active Directory Administration

MS Intune

Network Printers Project Administration Support & Management

APPLE MAC Computer Support Project Implementation & Management

ITIL-Based ServiceNow Service Desk Incident Management Processes

Microsoft BitLocker Drive Encryption Configuration & Operational Support

Citrix XenWorks Operational Support

Mobileiron Mobile Device Server Administration & Support

Windows/Apple/Android Mobile Device Management (MDM)

Unified Communications Collaboration (UCC) Deployment & Support

Cisco VOIP (IP Communicator Soft & Hard Phones) Implementation & Support

Adobe Creative Cloud Application Package Creation Project Administration Support & Management

Cisco AnyConnect VPN Support / Cisco Jabber Admin Support & Management

Skype for Business / WebEx Support

Remote Desktop Configurations & Support

Adobe Connect VTC Device Admin and Support



Raleigh, NC

08/2018 – 10/2018 (Contract)

Global Support Engineer

Part of a Global Support Team that provides Microsoft Cloud security and systems administration services for over 50 global client corporations utilizing Microsoft licensed software and applications and other third party admin applications to include:

Microsoft Active Directory Services

Microsoft Exchange Admin/Exchange Online Admin

Microsoft Office 365 Administration

Microsoft Exchange Protective Manager

Microsoft Licensing Manager

Microsoft Share Point Administration

Microsoft Teams

Microsoft Skype for Business

Multi-Factor Authentication (MFA) Services

Solarwinds N-Able Remote Manager

GoTo Assist Remote Services

Thycotic Server Management

Zendesk ServiceDesk Reporting Systems


Roanoke Rapids, NC

06/2018 – 08/2018 (Leave For Family Reasons)

IT Support Analyst

Duties, Accomplishments and Related Skills

Primary point of contact for user, computer, network, printer, mobile device, wireless and voice support for a large manufacturing corporation client over a Windows Enterprise domain network.

Provides daily user and system account administration support via Active Directory for existing computers, users, contractors, new hire onboarding with as well as Microsoft LAPS for user and computer password administration.

Delivers computer image configuration and implementation refresh using SCCM implementation tools to install and configure resident as well as third-party application programs in support of client business operations.

Provides and delivers daily service desk support to customers using FootPrints BMC Service Desk Software consistently exceeding client service level agreements (SLA).

Maintained Service Desk Knowledge Base problem and user issue resolution information for continuity of operations as well as adhering to IT department and company standard operating procedures.



Durham, NC 27713

07/2016 – 03/2018

Hours per week: 40

Series: 2210 Pay Plan: GS Grade: 13


Duties, Accomplishments and Related Skills:

Delivered IT expertise in installing, configuring, troubleshooting and maintaining Dell branded customer computers and various business software applications in a hybrid Windows 10/7 and Mac OS X computer environment supporting scientific and administrative customers and projects for the National Institute of Environmental Health Sciences (NIEHS).

Recorded and resolved customer computer issues using ITIL Process Based ServiceNow Incident Reporting System. Coordinated and assisted the IT Service Desk employees and project contractors with resolving and up-dating customer computer issues and providing follow-up customer feedback regarding their IT issues.

POC and Subject Matter Expert (SME) in the delivery of expert support and management of the Adobe Creative Cloud Application Package Creation system, receiving and processing approximately 10-15 Adobe CC application requests per business day.

Project Manager and Primary Subject Matter Expert (SME) for the Following IT projects:

NIEHS Computer Lifecycle Refresh/Replace

Government Furnished Equipment (GFE) for Foreign Travel

iPhone, iPad, MS Surface and Dell Envy tablet communications devices support

Windows 10 Upgrade

Office 365 Migration

Cisco IP Communicator VoIP Cutovers

Computer Device Loaner Program


20114th ST SW

Washington, DC 20250

03/2011 - 07/2016

Hours per week: 40

Series: 2210 Pay Plan: GS Grade: 12


Duties, Accomplishments and Related Skills:

Lead a staff of 6-10 desktop support technicians in the provision/delivery of full-time, technical and customer support services for the USDA Forest Service Enterprise Network.

Conducted daily program, project management and procurement tasks, Enterprise and system, installation, configuration, maintenance and user training support of proprietary, COTS and vendor hardware, software and mobile devices.

Coordinated and participated in the installation of Enterprise operating systems (Windows OS) and software, hardware and software configurations.

Provided expert technical support and policy guidance to Level II and III service requests via Remedy/ServiceNow IT Service Management Systems.

Delivered technical systems management, customer computer device training and information dissemination as well as standardized computer and information security training and guidance.


400 N. 8th St

Richmond, VA 23219

11/2009 - 03/2011

Hours per week: 40

Series: 2210 Pay Plan: GS Grade: 11


Duties, Accomplishments and Related Skills:

Provided customer computer support to Internal Revenue Service employees at a local, regional and national level via several configured methods, to include hands-on support, network remote (Tivoli) based support, desktop remote-based support and wireless remote-based support.

Provided daily user training and instruction on light desktop and laptop peripherals maintenance, application execution and usage, printer maintenance and troubleshooting, support of user Email services using the Microsoft Exchange/Outlook server/email system.

Conducted computer system maintenance, upgrades and rollouts of desktop and laptop computer system hardware and software application packages consisting of Microsoft based operating systems, various vendor specific applications and other IRS COTS software applications products.

Recorded user intervention and problem resolution utilizing an IRS-sanctioned, network-based trouble ticket reporting application in which converts user reported IT issues into IT specific problem ticket services.


801 Crawford Pkwy

Portsmouth, VA 23704

09/2002 - 11/2009

Hours per week: 40


Duties, Accomplishments and Related Skills:

Served as primary IT/Technical Services support specialist for over 500 Portsmouth Police Department employee staff computer users in a city-wide Windows Network Domain.

Provided daily support maintenance and user training of department computer systems to include all PC hardware, software applications, peripherals, installations & configurations, upgrades, replacements, inventory and deployment.

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