Desktop Support Customer Service

Lawrence J. Dixon

IT Support Professional

*** ********** ***** *********, **, 21702 240-***-**** ********.******@*****.***

SUMMARY .

Microsoft Certified IT professional who has established computer hardware, software,

networking and security configuration. Proven to provide outstanding client support assistance

through experience in various Helpdesk/ Deskside facilities. Team leadership covering a broad

range of computer and network infrastructures resulting in significant growth in an ever

changing Information Technology environment.

SKILLS

Microsoft Windows 7, 8, 10 Microsoft Office all Cisco routers

versions Exchange Server 2008, 2012 VPN

LAN Troubleshooting Support/Helpdesk Cloud Computing

Remedy, Heat, Service Now Basic Apple Mac Pro set ups Macbook Air, IPad,

Active Directory IPhone, Android configurations

PC Inventory, PC Migrations Hardware, TCP,DNS,DHCP,IPAM,PKI,OTP

Software, Printer and Laptop

Configuration/Installation

EXPERIENCE

IT Support Technician II

Reston VA 20190

Leidos July 2018 – Dec.2018 (Contract)

Multifactor Authentication Implementation (MFA) of NIST

Senior desktop support (software, Windows 7 & 10 / hardware, Dell & HP)

Understanding of networking (TCP, DNS, DHCP, IPAM)

Familiarity with data closets and wiring in MDF and IDF’s

Understanding of multifactor authentication methods – PKI & OTP

ClearPass OnGuard, Cisco AnyConnect, SCCM & Bomgar

Cisco Network Admission Control (NAC)

Ability to work independently to complete projects without direct supervision

Ability to track down connected hosts and troubleshoot hardware and software issues in person, remotely via phone and remote control software. Main point of contact for employees who are experiencing computer issues related to the MFA implementation.

Work with the Network Engineering MFA Team pre-implementation to identify systems that will be blocked & post-implementation to remediate any systems that have been blocked.

Be flexible with the travel schedule, detailed oriented, able to communicate and document occurrences

Ability to meet deadlines and manage stress effectively in high-pressure situations

Network Transformation Team Lead

Falls Church, VA

Inova Fairfax Hospital/ Apr 2017 to Apr 2018 (1 year contract)

Managing 10 IT Technicians of various roles from desktop support to Network engineering

Evaluate Network closets, Cisco Switches, Patch panels, UPS, lighting, Power, HVAC for all

Network closets Follow a script to ghost images, validate IP configuration on all devices, and

troubleshoot end user issues when necessary. Rebooting all devices and running through

migration checklist, being customer service focused once network and provisioning team has

said that switch is up. Will also go back to closets from the day ago or even two days ago to

ensure proper device functionality and customer satisfaction. Effective communication to

hospital staff. 802.1x Network port security migration/ Post/Pre- Desktop support. Prepare closet

diagrams, Device discovery, Device preparation, troubleshooting support, Windows 7/8

knowledge, LAN Troubleshooting Demonstrated experience performing all services necessary

to install and move desktop and peripheral connections. DHCP and basic Active Directory,

Inventory Network closets, Rack elevation, Port configuration, Fiber Optic and Ethernet cabling

Technical Team Lead

Ft. Detrick, MD

USAMRIID/ Aug 2015 to Apr 2017

Provide on-site technical support for desktop/laptop computer systems. This includes setting up

of new desktop/laptop systems, migration of old computer files to new computer.

Troubleshooting, servicing, and/or repairing desktop/laptop hardware equipment to return to

an operational and functional state as defined by the original equipment manufacturer. Use

USAMITC's Enterprise Service Desk (ESD) Internal Service Request (ISR) system, Remedy,

receiving call tickets from the Help Desk, adhering to prioritization of calls, updating Remedy

system with comments regarding tickets and closing tickets in Remedy. Install hardware, software components purchased as upgrades or additions to the existing IT system. Install

network components for LAN, e.g., cabling, switches, and wireless network. Coordinate with the

Network Enterprise Center (NEC) to establish USAMRIID-specific PC drive images that meet

Information Assurance and Research requirements. Utilizing troubleshooting techniques to

solve complex hardware and software problems. Problem solving may be an individual effort or

require working in an interdisciplinary IT team. Provide clear and concise communication with

customers and IT staff both orally and in • Writing. Install and service printers and other external

devices. Work to reduce customer wait time. Time to resolution should not exceed 10 business

days.

Desktop Support Level 3

Rockville, MD

National Cancer Institute/SRA/ Jun 2014 to Aug 2015

PC and Mac hardware and software support. Maintaining user accounts or security policies

across the infrastructure, Provides support to customers, team members, IT Service Desk staff,

and other stakeholders of a complex enterprise IT system, Provides training and guidance to

junior staff. Performs troubleshooting and works with various groups to resolve issues. Uses an

IT ticket system, is responsible for receiving and tracking the trouble tickets, assigns them to a

technical specialist. Ability to work well under pressure and to meet deadlines as

needed,Windows XP to Windows 7 migration and deployment. Acronis XI imaging, ServiceNow,

MS easy transfer tool, AD Management tool, IMac/Macbook Pro/ Thunderbolt setups and

configuration OS 10.6 and above, IPad & Iphone configurations email account setup

Global Helpdesk

Frederick, MD

Bechtel Corporation/ Apr 2010 to Jun 2012

Diagnose user issues and determine the course of recovery action. Respond to customers'

needs, questions and concerns in an accurate, effective manner. Adhere to escalation

procedures and promptly allocates unresolved requests. Migrate Data and user accounts as

required. Perform hardware and software moves, adds and changes. Reset Bitlocker and

Safeguard encryption software on laptops. Troubleshoot and resolve user requests dealing with

Desktops, Laptops, Cisco IP Telephone, Printer, and plotter issues Used VPN on assigned laptop

to log into network and work from home status when essential

EDUCATION AND TRAINING

Professional IT Management

Learning Tree International 2012

Rockville, MD, United States

Computer Science

Frederick Community College 2010

Frederick, MD, United States

Courses in MCSA

Certifications

Over 12 Years Professional IT Support Experience

A+ 2006

MCP/Windows 7 Certified- Windows 7 Enterprise Desktop Support Technician 2012

Public Trust clearance 2012

Contact this candidate