SCOTT A. CHERRY
ac7jhw@r.postjobfree.com
RELEVANT IT KNOWLEDGE SKILLS & EXPERIENCE
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
PowerShell
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
EMPLOYMENT HISTORY
COMPAREX USA
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
KAPSTONE / TSP
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.
NATIONAL INSTITUTES OF HEALTH
530 DAVIS DR
Durham, NC 27713
07/2016 – 03/2018
Hours per week: 40
Series: 2210 Pay Plan: GS Grade: 13
IT SPECIALIST/PROJECT MANAGER
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
USDA FOREST SERVICE
20114th ST SW
Washington, DC 20250
03/2011 - 07/2016
Hours per week: 40
Series: 2210 Pay Plan: GS Grade: 12
LEAD IT SPECIALIST
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.
DEPARTMENT OF THE TREASURY (IRS)
400 N. 8th St
Richmond, VA 23219
11/2009 - 03/2011
Hours per week: 40
Series: 2210 Pay Plan: GS Grade: 11
IT SPECIALIST
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.
CITY OF PORTSMOUTH
801 Crawford Pkwy
Portsmouth, VA 23704
09/2002 - 11/2009
Hours per week: 40
MICROCOMPUTER ANALYST
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.