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Customer Service Active Directory

Baltimore, Maryland, United States
November 05, 2018

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Glenn Mason

**** ********* ****, *****, ** ***** 240-***-****,

Objective: (Technical Support Technician)

Accomplished Client Centered Detail Driven Quality Focused Highly Effective


•Office 365 – Upgrade Windows 7 to Windows 10, Install Windows 365 after joining system to domain, troubleshoot Office 365.

•SCCM – Remote to use computers, push software and check user’s existing software.

•Extensive and progressively responsible experience in providing effective IT user service

•Proven ability to receive and respond to Information Technology Support / Help Desk calls, provide technical problem identification and resolution, software training and escalate problems to the next level of support as appropriate

•Adept at articulating complex technical concepts to users of varying technical understanding

•Demonstrated ability to collaborate with staff, management, technical personnel and others at all organizational levels

•Outstanding blend of organization, prioritization, leadership, and interpersonal skills

•Proficient with all aspects of leading office software and operating systems

Key Strengths

•Deep Technical Knowledge

•Detail and Accuracy

•Efficient Customer Service

•Team Contribution and Support

•Analytical Problem Solving

•Regulatory Compliance

Selected Key Achievement

•Recognized by Department of Homeland Security (DHS) leadership for superior and excellent service.

Career Track

Tech Systems/Client W.R Grace, Columbia, MD. April 2, 2018 – Present.

IT Administrator

•Upgrade Windows 7 to Windows 10, set up new user accounts, and install VOIP phones.

•Install and troubleshoot Office 365, work tickets through Cherwell system.

•Add new user accounts, reset passwords in Microsoft Active Directory.

Maintain inventory for laptops, desktops, computer and network devices.

EMCOR Government Services, Crystal City, VA. June 10, 2013 – February 22, 2018

Technical Support Technician

•Proficiently provided telephone and onsite user support and assistance. Added, removed and terminated users as needed; provided appropriate file access to users.

•Provided support for audiovisual functions and supported all associated applications.

•Technical environment: Active Directory, Image computer system, MS Office Suite, Lotus Notes setup and configuration, JDE app, OS Windows 7, 8, 10, NT desktop and server.


Glenn Mason, Page 2 of 2

TEKsystems / L-3 Communications, Rockville, MD. October 10, 2012 – May 24, 2013

Senior Helpdesk Support Technician

•Served internal and external customers of Montgomery County, MD Government offices providing computer hardware, software, network, and telecommunications systems support.

•Diagnosed, identified and analyzed functional problems using historical database records; alerted management upon discovery of recurring problems and patterns.

•Maintained and updated records and tracking databases.

•Technical environment: Windows 2000, XP, 2007, VISTA and Windows 7 Environment supporting MS Office Suite 2003, 2007, and 2010.

TEKsystems / Lockheed Martin, Washington, D.C. July 7, 2008 – September 28, 2012

Senior Desktop Support Technician

•Provided detailed end-user support and customer service for various Department of Homeland Security (DHS) agencies including in cleared areas for the DHS Directorate of Science and Technology (S&T).

Professional Experience

•Conducted detailed troubleshooting; supported desktop and laptop computers, mobile devices (Blackberry), software applications and other hardware accessories for various DHS campuses.

•Ensured equipment efficiency and function in various technology labs.

•Managed distribution of technical manuals and service updates for all applicable office areas.

•Performed all duties within guidelines of DHS computer policies and protocols for federal employees and contractors. Recognized by DHS leadership for superior and excellent service.

•Technical Environment: Windows XP, Windows 7, and MS Outlook 2010; Dell Hardware.

Earlier Professional Experience

•Network Administrator, Dynamix Corporation, Greenbelt, MD. Provided superlative system administration, installation, upgrade and maintenance services in Novell and Windows NT environments. Installed systems and infrastructure at operations sites serving up to 100 workstations.

Education and Professional Development

CTS Computer School, Alexandria, VA

RETS Computer School (Basic computer electronics)

Professional Development

•Implementing and Supporting Microsoft Windows 95, 98, 2000, WME, XP, WIN7

•Implementing and Supporting Microsoft Windows NT Server, Windows 2000, 2003& 2008

•Old Dominion University Program for continued learning (IntranetWare 4.11)

•Computer Training (IBM RETS 6000) Harper & Company

Additional Information

Technical Skills

Remedy, Active Directory, IBM PC and compatibles, Macintosh, Cisco/Ascend Routers, Hubs, MS-DOS, OS/2, IntranetWare 4.1, Windows 95, 98, 2000, ME, NT, Novell NetWare 3.12, MS-Office, ARCserve, WordPerfect, LANtastic, Novell GroupWise, Netscreen Router, Exchange Server, Windows 2003 Servers, Netgear Firewall and Router.

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