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Desktop Support Specialist

Germantown, Maryland, United States
November 25, 2018

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

Germantown, MD 20874

(H) 301-***-****, (M) 240-***-****



An Information Technology Specialist who is highly organized and efficient in fast-paced multitasking environments; able to prioritize effectively to accomplish objectives with creativity, enthusiasm and humor.


Bachelor of Science degree

Computer and Information Sciences

University College at University of Maryland, 1992

Certified Novell Administrator Certificate,

Microsoft Certified Professional,


Managing a Microsoft Windows Server 2008 Environment

Fundamentals of Windows Server 2008 Active Directory

Managing a Microsoft Windows Server 2003 Environment

ITIL Foundations

Implementing and Supporting Microsoft Windows XP Professional

Network +, Security +

CompTIA CASP CAS-002: Security Controls for Hosts

CompTIA Security+ SY0-401: Control Fundamentals and Security Threats

Systems Security Certified Practitioner: Security Operations


Desktop Support Specialist II/ IT Solution Center Lead

Ultra Technologies Inc./Leidos (April 2016 – November 2018)

Successfully managed the replacement of the 120 laptops in the laptop pool. Replacing older models with light weight, SSD drive, Dell 5480s, responding to customer feedback from over a year.

Accurately test, identify, repair, resolve, and document end user technical issues regarding basic network/desktop support, printers, PDAs, and LAN cable drops

Troubleshoot and resolve COTS application issues like MS Office 2013/2016, Adobe etc.

Backing up and restoring settings and associated systems administration activities

Taking ownership of issues through to resolution on all appropriate requests.

Categorize and prioritize end user support requests and service requests by utilizing a Remedy ticketing system to track tickets and provide up-to-date status and information.

Tracks and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints.

Perform asset inventory activities as needed.

Mentor/coach junior level technicians as needed.

This position requires me to have the ability to work in a project-based environment requiring flexibility and teamwork.

Participate in troubleshooting of issues with the drive towards root cause identification and resolution.

Provided support and problem resolution to remote customers who are using VPN or Citrix via Bomgar Sessions.

Managed ticketing queue and distributed them according to priorities and SOP.

LAN Support Representative

Metropolitan Regional Information Systems (March 2012 –March 2016)

Installed and configured hardware and software, troubleshot LAN and other network related problems, and provided technical expertise for performance and configuration of systems on the network.

Performed general LAN administration, including providing technical support for the integration and support of the computer integrated network.

Assisted the LAN Administrator in maintaining network users, user environment, directories, and security.

Provided technical support, training and assistance on computer hardware and software applications; served as user liaison covering basic computer system end-user operations, including but not limited to system sign-on, use of the menu and help systems, Microsoft Office programs, telecommunications, use and troubleshooting of computers and printers.

Leaded a team through the migration efforts updating the operating system from Windows XP to Windows 7.

Patched the operating system and software as required for Windows PCs, Windows Servers and Mac OS.

Planned and managed desktop disk imaging and deployment, installed operating systems (Windows XP and 7) and COTS software with Symantec Ghost.

Assisted with backup and recovery support of LAN servers.

Responsible for ordering, coordinating, and tracking the purchasing of new equipment including all necessary follow-up.


Quadrant, Inc/ Dynamic Technology Systems, Inc. /MorganFranklin Consulting (October 2011 – March 2012)

Provided Help Desk support to the Department of Veterans Affairs, Office of Acquisitions & Logistics, Enterprise Acquisition Systems Services, and Electronic Contract Management System.

Performed administrative functions including user accounts, assigning roles and permissions, and establishing or modifying shared desktop site and contracting office data.

Addressed initial responses to all inquiries, logging all Help Desk requests in Numara’s Footprint, resetting passwords and resolving technical issues with Government Contracts ranging in value up to Millions of Dollars.

Also, supported access and account creation to several Government COTS and one-off government-funded development applications that support the Electronic Contract Management System.

Operational Lead, backing up the Helpdesk Manager interacting with the contract COTR and Application Manager determining if Veteran Administration wide communications are necessary based on performance and availability of the multiple computer systems that house and support the Office of Acquisitions & Logistics, Enterprise Acquisition Systems Services.


SupremeSoft Corp. at the U.S. Mint (March 2011 – September 2011)

Provided tier I and II PC/LAN support to the employees of the U.S, Mint using the Heat ticketing system.

Utilized specified systems and diagnostic tools to troubleshoot desktop, laptop, and peripheral hardware, software applications COTS, operating systems and related network problems for individual users and resolved basic to moderately complex issues or escalates as needed.

Administered user accounts in Active Directory 2003, RSA Security Console, Iron Port, Heat, and the Blackberry Manager.

Managed the development and deployment of desktop images for deployment with Norton Ghost.

Provided daily desktop systems management, monitoring and support utilizing SCCM

Participated in testing, implementing, maintaining and controlling PC/LAN systems.

Knowledge of quality, security and compliance requirements for supported area and analyzes the impact of technical alternatives on the systems environment.


Trinity Information Systems at Holy Cross Hospital (August 2007 – July 2010)

Provided tier II network and desktop support of in-house applications, COTS, Microsoft Office 2003/2007, and Windows XP/2007 for end-users tracking service requests in the Heat ticketing system, with the goal of responding to hardware and software issues with positive resolution at several geographic locations.

Worked with desktop systems, such as building and maintaining desktop images, deploying desktop images, and involvement with application integrations for development and deployment of desktop images for automation deployment with Norton Ghost and Zenworks.

Troubleshoot and resolved LAN/WAN connectivity issues as they arise in an Ethernet environment.

Provided timely and accurate progress status reports on all ongoing support issues, with an emphasis on problems, issues, and concerns.

Monitored servers and troubleshot and resolve all network printing issues.

Managed user accounts in accordance with client standards, policies, procedures and SLA.

Provided administration services for remote communication for employees using Blackberry and other remote connection devices.

Responded to an emergency pager based on a scheduled rotating basis.

Served as primary mentor for less experienced technicians offering business and technical guidance in areas related to the performance of the Desktop Services Group, Active Directory and Novell Netware customer account moves, adds and changes.


AVI Staffing at Nasdaq (March 2006 – July 2007)

Contracted to provide tier I & II network and desktop support to end users on a variety of issues using the Remedy ticketing system to track service requests, including identifying, researching, and resolving technical problems.

Responded to telephone calls, email and personnel requests for technical support.

Documented, tracked, and monitored the problems to ensure a timely resolution.

Familiarity with a variety of the field's concepts, practices, and procedures are required skills.

Role relied on experience and judgment to plan and accomplish goals and perform a variety of complicated tasks and a wide degree of creativity and latitude is expected.

Managed the development and deployment of desktop images and updates for automation deployment with Norton Ghost and SMS.


Griffin Networks (February 2006 – March 2006)

Contracted to provide network support to clients across the Washington D.C. area, including desktop computer setup,

WIFI installation, server configuration and installation along with computer maintenance.

Additional duties covered maintaining system documentation, installing system software, setting up administrator and user accounts, setting up system backup hardware and tuning systems for performance.

Assisted the Microsoft Exchange Engineer with the setup and configuration of accounts and mail groups.

Integrated efforts with other projects delivering a full range of customer support services and delivered progress reports to the owner.

Responsible for systems and COTS software installation, implementations, integrations, and troubleshooting.


Top Echleon at Holy Cross Hospital (August 2004 – February 2006)

Provided tier I and II support for all LAN/WAN infrastructure, end-user services, including: day-to-day support services for all users, with the goal of responding to hardware and software issues with positive resolution.

Coordinated and moved computer equipment when office relocations took place.

This may have involved base lining and reconfiguring a new desktop.

Maintained an up-to-date, an accurate listing of all inventoried items.

Managed anti-virus software scanning and scheduling parameters, and ensured that virus infections were monitored, tracked, and quickly eradicated.

Troubleshooted and resolved LAN/WAN connectivity issues as they arise in an Ethernet environment.

Troubleshooted hardware problems and made a determination of when to call the hardware maintenance vendor.

If vendor action is required, coordinated with and supported the vendor until the problem is resolved.

Provided timely and accurate progress status on all ongoing support issues, with an emphasis on problems, issues, and concerns as tracked within the Heat tracking system.

Managed and tracked IP addresses, computer names, and e-mail addresses.

Worked with managers to ensure that end users had all required equipment properly installed and configured based on specific project requirements.

Monitored print servers and troubleshot and resolved all network printing issues.

Managed user accounts in accordance with client standards, policies, and procedures.

Managed the development and deployment of desktop images for automation deployment with Norton Ghost and Zenworks.

Managed and maintained of all e-mail distribution lists.


Office Automated Systems LTD. (February 2003 – August 2004)

Performed all the duties related to the Computer Security Incident Response Capability Center (CSIRC) for the Office of the Comptroller of the Currency’s (OCC) Wide Area Network (WAN).

Performed file encryption, decryption and file recovery for the mobile user community.

Generated daily, weekly and monthly reports detailing virus and hoax investigations. As a member of OCC's CSIRC, issued warnings to the WAN community regarding malicious computer activity as required by standard operating procedures.

Participated in the development of the OCC’s complete security plan and its implementation with the Windows network.

Performed security related audits of the Windows NT, 2000, 2003 and Mainframe environments, determining accounts that violate stated corporate policies.

Managed the account dormancy process to disable accounts that have not been accessed for more than the designated timeframe as documented in the applicable procedures.

Generated reports detailing security audit anomalies to the defined security policy. Developed security related policy papers for review and implementation.



LOCAL AREA NETWORK ADMINISTRATOR, University Research Corporation (1995 –1997)

INFORMATION SERVICES MANAGER, International Franchise Association (1994 - 1995)

LOCAL AREA NETWORK MANAGER, Woodside Travel Trust (1993 - 1994)

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