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Customer Service Desktop Support

Lorton, VA
November 23, 2018

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Aubrey Derricotte III

Phone: 703-***-****


**** ***** ***** *****

Lorton, VA 22079

Professional Objective:

To obtain a position with a dynamic and expanding Information Technology company with rewarding and challenging opportunities, that will allow me to utilize my current skills and knowledge to provide excellent customer service and end-user support for Microsoft based operating systems and network infrastructure.


•A+, Network +, Security + and Dell Certified.

•Trained and experienced with Microsoft Windows Operating Systems and Office Suite.

•Able to troubleshoot software and hardware issues for CPU and end users.

•Highly motivated and capable of working both independently and as a member of an integrated team.

•Effective oral/written communication skills

•Sound leadership, problem solving, and decision-making abilities

•Highly adaptable, assimilates well into any environment

•Flexible, punctual, professional

•Exceeds performance criteria in all job functions


Insight Global/Veritas September 2017 – December 2017

SOC Analyst

Worked on Incident Response, detect, contain, and remediate incidents of varying severities. High level responsibilities.

Point of contact for company stakeholders to report potential information security incidents

Provided information security analysis on potential threats, vulnerabilities and incidents

Responsible for the organization, tracking, reporting and response for potential information security incidents

Collaboration with cyber incident response and Managed Security Service on information security event thresholds prior to becoming events.

Monitor Security Operations Center (SOC) Email and Hotline, respond accordingly to SOC processes and procedures including but not limited to incident escalation and ticket creation

Handle user reported cases of potential security incidents and security events in accordance with SOC processes and procedures

Research, analyze and identify potential vulnerabilities and security deficiencies in the company’s information systems

Contribute to the development, implementation and maintenance of SOC policies, processes and procedures

Provide incident response and threat & vulnerability analysis support as directed

Develop metric data and reports on SOC operations

Utilized the Splunk SIM to locate, analyze and troubleshoot various endpoint issues. Also work to create dashboards for monitoring.

Quarantine Endpoints so as to ensure that network was not compromised.

Reviewed and analyzed Symantec End Point Client for the customer they were able to know and understand what the issue would be with their device.

GDIT General Dynamics July 2012 – July 2017

Senior Systems Administrator

•Manages service/user accounts using:

oActive Directory

oUser Group maintenance

oUser data restoration

•Utilize Citrix XenApps to access Microsoft Exchange, DHCP, Remote Desktop.

•Used Citrix Desktop Director to Remote in and Troubleshoot any Issues that the customer may have on the enterprise virtual network.

•VMWare and related technology administration with a focus on high availability and scalability of architectures and Microsoft O/S.

•Administration of the multiple Windows 2003/8 domains that includes, but is not limited to, Active Directory, IIS, Exchange 2003/7.

•Technical activities including hardware/OS/application implementation, upgrades and support.

•Review and recommend server & software for corporate and customer applications.

•Field, review and resolve customer troubles as escalated on site Enterprise Service Center.

•Provide system performance and tuning as well as root cause determination in the event of failures.

•Produce and present documentation, training and standard operating procedures for both internal and customer use.

•Participate in engineering on-call activities, and provide cognitive feedback, to ensure that the customer is fully assisted.

•Assist in the development of procedures and documentation for managing; deploying and implementing multiple baseline hardware/images and software packages.

•Diagnose and rectify desktop issues escalated from desktop administrators.

•Support for maintenance and change requests of all user facing devices and systems.

•Diagnose and rectify desktop issues and execute functional escalations to appropriate resources.

•Utilized Remedy to Assign tickets, Manage Assets, Complete Change Request.

•Engage other service lanes for remediation of work issues and flow.

•Manage the functionality and efficiency of a virtual/physical desktop pool by proactively and reactively responding to Remedy based trouble and incident tickets.

•Create, Distribute, and Assign tickets to the correct groups within Remedy.

•Interacts with users in to support software and hardware transitions to include software/hardware installs hardware/software troubleshooting.

•Provide a quality assurance validation checks on all approved Change Requests.

•Work with the Change Manager to ensure 100% compliance.

•Provides support for maintenance and change requests of all user facing devices and systems.

•Manages the functionality and efficiency of a group of computers running on one or more operating systems.

•Maintains the integrity and security of servers and systems.

•Sets up administrator and service accounts.

•Maintains system documentation.

•Interacts with users and evaluates vendor products.

•Makes recommendations to purchase hardware and software, coordinates installation and provides backup recovery.

•Develops and monitors policies and standards for allocation related to the use of computing resources.

•May program in an administrative language.

•Develops and implements testing strategies and document results.

•Provide advice and training to end-users.

•Provide guidance and work leadership to less-experienced staff members, and new technicians.

•Maintains current knowledge of relevant technologies as assigned.

•Participates in special projects as required by customer and leadership.

•Lead the Peripherals Team, and assisted them in their day to day activities as would pertain to the onsite mission.

•Draft reports that would assist in tracking printer consumable shipments.

•Assisted user with Migration and Standard that applies to the Common Operating Environment.

•Assisted in the Certification and Accreditation of the peripheral devices located on site.

•Manage work flow and incident tickets that assist the technician with their day to day activities.

•Administrator responsible for a 4000 plus users for multiple Windows based physical servers/Virtual servers, desktops, and peripherals.

•Responsible for installation and maintenance of the Windows 7 Professional and Window 10 Thick Client and Virtual Thin Clients.

•Troubleshoot problems that may involve applications and the network.

•Provide technical support to applications and collaborate with application developers on requirements for integration into the operating environment.

•Provided support to a robust Training Environment and assist instructors/students with their hardware and application issues.

•Provide support to CIO-T and Geo-Spatial programs

•Made sure to maintain a knowledge of the principles, methods, and techniques used in network administration and support.

•Provided support for maintenance and change requests of all user facing devices and systems.

•Attention to detail; strong organizational skills.

•Strong writing skills (document creation and note taking).

•Ability to work within on a team for projects and/or tasks.

•Multi-mission environment experience.

•Experience with Microsoft Office Suite (Excel; Word; PowerPoint, Outlook and One Note).

•Ability to troubleshoot and document various problems.

•Excellent customer service skills.

Hewlett Packard

Customer Service Engineer / Lead Technician March 2009 – July 2012

•Provided support to CIO-T on an NGA site wide basis.

•Dispense work to onsite technicians

•Provide support all Ricoh, and HP devices (HP Design Jet T1200, Z6100 and Z6200; Ricoh 420dn, 430dn).

•Add / Remove Devices from print servers and user workspace.

•Install from start to finish printers.

•Repair production workstation (HP Z800 Thick Clients)

•Diagnose issue using HP Diagnostic Tool.

•Assist customers and clients with the needed parts, software and knowledge to make sure that the computers are functional.

•Promptly arrive at client’s site to insure the customer receives the best service.

•Install Hardware, Software, and Peripherals that assist the overall mission of our customers.

•Troubleshoot Printers, Workstations, Laptops and All other HP equipment.

•Work along with onsite System Administrators to resolve hardware issues that cannot be resolved remotely.

•Organize Storage closets and work with checkout system.

•Give accurate number to customer for workflow and printer inventory.

•Order Parts for all supported devices.

•Monitor and Update calls so that the company can have an up to date log on the issue in question’s

•Use Remedy Ticket system to keep accurate records of all onsite assets.

•Able to use imaging tools (HP Image Software) to have desktops setup for various users.

BAE Systems

Network Analyst February 2008 – March 2009

•Use System Management Server (SMS) or Netop to troubleshoot, monitor, install software and connect network printers.

•Work with management to define appropriate standards, policies, procedures, software toolsets, and supporting peripherals.

•Assist and facilitate the management accountability functionality and security of systems

•Assist users with account creation, unlock and reset passwords, profile issues, shared folder permissions issues, add, remove, configure, troubleshoot network printers, create and delete user accounts using Active directory.

•Add and remove computer from the proper organizational unit using Active Directory

•Create DHCP reservation for computers and printers

•Use Peregrine Service Center to take calls and log service tickets from end users and resolves most problems on first call

•Recreate user profile on the server and on the local machine

•Manage organizational units (file storage quotas, mailbox quotas, home directories, delegation of authority, and passwords.)

•Mainframe administrator

•Reserve IP address for computers and printers

•Restoration of lost files

•Ping server, routers, and switches to make sure they are up or down


•Monitor the Network

•Troubleshoot the Network

Management Science for Health (MSH) July 2007 – December 2007

Network Analyst

•Install and maintain desktops, printers, and peripheral devices (Dell, Toshiba, and Hewlett-Packard).

•Create Base Ghost Images to be used on various company computers.

•Organize and provide logistical feedback for all in office assets.

•Train users on various applications (Office Suite, Skype, and Adobe).

•Collect information for the update to new equipment (Printers, PC, and Phones).

•Set up and troubleshoot Polycomm Video Teleconference, Conference Bridge, and Projector.

•Provided support for Xerox, Sharp and Konica Copiers.

•Activate ports and make sure that all is Up/Up and operational for the end user.

•Assisted in the installation of needed memory for expanded work load on servers.

•Maintain an active spreadsheet of the needed assets (Laptops, Camera’s, Projectors, ect.) for the different sites and projects.

•Work close with the system administrator to resolve log on conflicts, exchanges issues, and various connectivity issues using Windows Tools as well as 3rd Party Software.

•Assist in project coordination, and event planning with Global Retreat and High volume of usage on the network for a brief period.

•Setup connections, meetings and conferences within the GoToMeeting Environments.

Transportation Security Administration (TSA) November 2006 – May 2007

System Administrator

•Single point of contact onsite for over 40 End Users

•Install and setup user equipment, desktops, laptops, phones, and local account creation.

•Troubleshoot VERITAS Netback up issues

•Proficient within Microsoft Active Directory including creating accounts, setting up OU’s creating distribution lists and assigning permissions.

•Managed the Exchange 2003 server environment including the SMPT Mail Server

•Perform Network Scans Utilizing Nesses Software (For Security Compliance)

•Ensuring TSA Certification and Accreditation Compliance

•Create and issue standard operating procedures and policies for the office

•Identify and anticipate potential issues that pertain to our network by systematic maintenance checks

•Assign printers to the print server

Defense Finance and Account Service (DFAS) July 2006 – November 2006

Desktop Management Initiative (DMI)

Desktop Support Analyst

•Provided phone support for 300 users local and remote

•Provided support for Microsoft Office applications and Windows Operating Systems

•Installation of Blackberry and associated Software for the end user

•Preformed Government Asset Inventory and Logging.

•Used Windows remote administration and Timbuktu remote desktop application for troubleshooting Pac’s prior to desktop support deployment.

•Utilized Marimba Console and VPN Clients.

•Provided tactical support to ensure the safety of the entire organization by a systematic implementation of a recall that would potentially destroy government equipment (Laptops).

•Installed and setup on the fly and baseline imaging for Dell Laptops and Desktops.

U.S. Department of Homeland Security (DHS) November 2004 – June 2006

Desktop Support Analyst

•Provided phone support for a total of 1000 users; local and three remote suites

•Customer support liaison between Blackberry user and 3rd party vendor.

•Tested and Installed for optimum user performance. Software packages such as JAWS (for blind users), Wireless Software for Laptops, AutoCAD, Adobe Acrobat and other pilot programs for site wide use.

•Disconnected/Reconnected firewalls, switches, and servers for CORE Relocation (Physical Aspect)

•Familiar with the use of Asset management programs and scanners.

•Have knowledge of using a ticketing system (SRMS and Peregrine).

•Installed a setup infrastructure for a LAN and WAN environments.

•Installed switches, routers, hubs and cabling for a large amount of users.

•Tone out ports to be setup for printers, data (only), and VOIP Phones to be used on the network.

•Preformed DOD system wipes for Top Secret Files

•Troubleshoot Various Outlook 2002 and 2003 issues

•Proficient with The Microsoft Office Suit Applications

•Strong knowledge of Outlook and its components.

•Install and Setup an average of 20+ users

•Preformed data migration, as well a user migration

•Experienced Use of a ticket issuing system (Web based Peregrine)

•Install Manage and Change various assets and IT related equipment

•Troubleshoot and Fix Lanier Copiers and Lexmark Printers

•Installation of Blackberry’s and other affiliated software for the functionality of the device.

•Customizing work space to fit the needs of the end user

•Installed software and desktop assets for those with disabilities (508 Group)


•Security + CE Certification (General Dynamics) Attended 2012 – 2017

•A+ Certification (Insight Computer Learning Center) Attended 2003 – 2008

•Network + Certification (Insight Computer Learning Center) Attended 2003 – 2008

•Dell Certification (Unisys Campus) Attended 2004 – 2006

•Management Information’s Systems (Thomas A. Edison Academy) Attended 1997 – 2000

oNetwork Administration

oBusiness Computer Programming

oBusiness Law and Management


oPrinciples of Business

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