JOHN P. DOUGLAS

**** ******* ***** - ***** ********, MD 20774 ac7z3m@r.postjobfree.com 202-***-****

Public Trust Clearance Level

TECHNICAL SUMMARY

Helpdesk Level II Tech

Provide 24/7 environment Network service

Manage large scale quality imperative time sensitive projects

Software installation configuration and remote installation configuration

Expert trouble shooter of IT issues, applications and hardware malfunctions

Strong analytical and communications skills

Proficient Customer Service Support

Technical Skills

McAfee ePolicy Orchestrator

Windows Server 2008/2003

Active Directory

Windows NT Server 4.0

Microsoft Exchange 2010

Win XP

Solarwinds

NetIQ

CA Spectrum

Blackberry Enterprise Server,

SharePoint

SMTP Filtering,

Outlook Web Access,

Microsoft SCCM 2012 R2

Cisco Certified

MAC

UNIX

PROFESSIONAL EXPEREINCE

Perspecta (FDA Contractor), Silver Spring, MD Dec 2017 – Present

Patching and Provisioning/inventory

Managing on and offboarding employee’s and equipment

Assisting inventory supervisor with IT equipment/configuration

Imaging and configuring employee’s computers

Software install and configuration

Send and receiving IT equipment and phones

Management of all new and repurpose computers and equipment

KForce (Security and Exchange Commission/SEC), Washington, DC June 2017 – Dec 2017

Sr. Deskside Engineer Tier2/Tier3 support

Image laptops and desktops with specific group policy for Agencies

Troubleshoot issues and advice on the appropriate action

Install and software on all laptops and desktops

Data recovery from computer harddrives

Harddrive encryption

Nu Axis Innovations (DOL Contractor), Washington, DC July 2016 – June 2017

PC Deployment Tech

Image laptops and desktops with specific group policy for different Agencies

Install required software and peripherals

Transfer all of customers data on new computer

Troubleshoot any issues with software or peripherals

Work effectively with Customers over the phone and in-person by providing stellar customer service

Troubleshoot problems and advice on the appropriate action.

Responsible for troubleshooting all issues regarding Win XP and MAC.

Installed hardware and software on all laptops and desktops, troubleshot all MS Office 2003 issues, mapped shared drives.

Knight Point Systems/HP (FDA Contractor), Silver Spring, MD Nov 2015 – May 2016

Data Security Analyst

Secured laptops for FDA Consumer Safety Officers going to countries that are considered designated by the State Department. Access credentials were restricted through group policy and remote connections were minimal

Provided employees with secured blackberries for personal communications for the trip

Scanned laptop equipment with Symantec anti-virus with the latest definitions and captured logs of the activities used with the laptop for potential investigations

Imaged laptops with specific group policy settings and access credentials

Maintained inventory of all employee trips going out of the country to designated areas for the FDA

Provided customer assistance with equipment issues, network issues, telecommunication issues or customer concerns with trip

Trained customers on best practices when traveling to countries considered designated

Telesis/HP (FDA Contractor), Silver Spring, MD Jan 2015 – Nov 2015

Data Network Analyst

Providing first level incident response to security related incidents and monitoring, triaging, and escalating to the proper team members as required

Providing troubleshooting efforts for incident isolations on Windows, UNIX, Network, VOIP, WIFI and other infrastructure systems

Network Security and user filtering through Websense

Proactively monitor alarms within Solarwinds, NetIQ, CA Spectrum and various security monitoring products

Coordinate and host conference calls and escalation bridges with internal customers and senior management

Coordinating circuit access with Verizon and site point of contact for troubleshooting and repair

Patch and configure ports of offices as required for new or relocating employees

EnSoftek (Contractor for FDA), Silver Spring, MD Nov 2013 – Nov 2014

Lead PC Installation Specialist

Backup and transfer of customer data by various state of the art and innovative technologies from dell for the highest quality of customer ease of transition to Windows 7 and technician configuration and issue resolution

Imaging FDA laptops and workstations using Microsoft SCCM 2012 R2 and configuration of applications on an as needed basis and any add-ons or updates that may be required, also peripheral installation and configuration for users equipment

New customer equipment setup and configuration of new checkpoint accounts and network access ability.

Human Touch (Contractor for FDA), Silver Spring, MD July 2010 – Nov 2013

Tier 1 & 2 Technician

Assist over 18000 personnel with various request and issue resolution with equipment or account, diagnose issue research a timely solution and take appropriate action to resolve issue and get the customer working

Imaging hard drives on new and reused equipment with the appropriate image for center that the equipment will be used and the software needed for the user to complete their project

Experience installing and diagnosing issues researching and correcting configuration or problems with XP and Windows 7

In person and remotely assist users with software and peripherals installation and trouble shoot repair or replacement opportunities

Diagnose issues and configuration problems of applications then correct or research and implement a solution for the customers issue to get resolved by the appropriate technician

VPN configuration /connection for both onsite and offsite users and trouble shooting and resolve connection issues through Tier I or Tier 2 technicians

Active Directory account management for authorized users, unlocked and enable users after going through the proper protocols

VOIP Phone configuration and troubleshooting for both hard phone users onsite and softphone customer working at a remote location or offsite, diagnosed and configured/repaired or escalate to proper Telecom technician

LAN software configuration and trouble shooting

Assess and resolve LAN and WAN connectivity issues

Optima Business Solutions, Columbia, MD June 2006 – July 2010

Desktop Support Technician

Installing XP and Windows 7 OS on existing customer workstations and laptops, also some basic training on functionality of the newly installed operating system.

Software installation and configuration of any purchased software application and quick overview, virus protection install along with best practices along with helpful tips

Workstation setup and configuration of all software applications and peripherals needed by the customer, data transfer and recovery if needed from replace workstation or external drives

LAN and WAN hardware installation configuration and troubleshooting such as custom software configuration.

Network account creation using Active Directory and user training.

EDUCATION & TECHNICAL COURSES

Cisco Certified Network Associate (CCNA), June 2011,New Horizons Computer Learning Center

A+ IT Technician Certification,June 2009 New Horizons Computer Learning Center

MOS Outlook Certification, April 2010, New Horizons Computer Learning Center

Business Administration and Management - Dec 1995, University of Maryland/PG Community College

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