Jonathan Norman

SUMMARY

Eleven years of Desktop Support in both intelligence and Information Technology (IT). Skilled in providing high-level information. Technically skilled in Windows NT, Windows 2000/2003, and Windows XP, Vista and Windows 7 and 8, Windows Server 2000/2003/2008. Troubleshooting computer systems and proven track record in identifying problems and resolving the issues, with Excellent listening skills, oral and written communications. Moreover, able to make decisions independently and quickly with minimal escalations.

TECHNICAL SKILLS

•Active Directory

•Service Now

•Zoom

•WebEx

•Symantec Ghost

•Microsoft Windows NT/2000/XP/Vista/Windows7/Windows 10

•Microsoft Suite 1998 thru 2013, Word, Excel, PowerPoint, Access, Outlook 365

•Ticket Systems: Unicenter, Remedy

•SMS

•Asset Tracking/Management

EDUCATION

Westwood College, Annandale, VA

Associate of Science: Information Systems Management (not completed, College no longer Open)

CERTIFICATIONS

•MOAC 70646 Certificate of Completion

•DELL FOUNDATION 2005

•Inspiron 2005

•Latitude 2005

•Dell associate Server v7.0

PROFESSIONAL EXPERIENCE

ARMED FORCES SEVICE CORP

Desktop Support/Helpdesk/Asset Management 4/12/2016 to present

Arlington Va.

Performing variety of tasks such as troubleshooting client’s laptops on-site or remotely using WebEx, and Zoom, re-imaging laptops (Dells and HPs), set up IP addresses for printers and computers communications etc.

Responding to emails, phone calls via Polycom.

Creating users accounts in Active Directory.

Creating user accounts and distribution groups in Outlook.

I have walk-in the door policies for users who have issues with their computers and printers, scanners, CAC cards for the military mail and certain DOD certificates.

Relies on extensive experience and judgment to plan and accomplish goals.

Manages the operations of the IT inventory. Manages and update the maintenance of records and databases containing information regarding hardware, warranties, and service agreements for the organization's hardware and software.

One on one training with on-site staff members and training with clients off-site.

Maintain the Video Conference rooms for staff members to conduct training as well.

I’m in contact weekly with the Dell, and HP vendors with the stability of IT laptops we have on site.

I’m in contact with military CAC Support on any changes they may have that needs to be updated with Magellan/AFSC.

Password reset, software installs, backing users profiles, updating the BIOS on the laptops for productivity.

Analyze user interfaces, maintain hardware and software performance tuning, analyze workload and computer usage, maintain interfaces with outside systems, analyze downtimes, and analyze proposed system modifications, upgrades, and new COTS.

WMATA (METRO) Contractor 04/2015- 11/2015

Helpdesk (contractor)

Washington DC

•In a Helpdesk environment my primary function is to create remove, and add memberships for users to perform their daily functions using Active Directory along with simple password reset.

•When I’m not interacting face to face with the clients office or cubicle area, I use Remote Desktop, in working closely with the customer on a daily basis to resolve challenging issues that include issues with hardware, software, networking, VPN, and user accounts. Verifying employee’s Id.

Other duties involve: Assist user to connect to the Network from home via RSA and or Entrust Token FOB.

Utilize PeopleSoft program, Maximo to unblock user account, reset password, Install/map network and local printers. Backing-up data and restoring it using PCMover on laptops and desktop plus installing application for the client’s day to day functions. Migrating O/S from Windows 7 to Windows 8.

Update Malware bytes (anti-malware) for users’ PC.

Assist users with their archiving, PST files to send and receive emails.

Troubleshoot hardware devices, Network printers to communicate with end users and upgrade software applications via company policies.

Patent & Trademark Office 02/2013-03/03/2015

Senior Application Support Specialist

Arlington VA

Active Roles (Active Directory) - In a Desktop Support environment my primary function is to create remove, and add memberships for users to perform their daily functions using Active Directory along with simple password reset.

MS Outlook, Supporting Microsoft Exchange/ connecting clients to outlook by creating profiles. PST, archiving, clearing out cookie, using flushdns, gpupdates, removing the vaults from client manager. Installing security patches to install MS Cloud.

Remedy 7.6 and 6.3 - By responding to emails, Avaya phones, I submit the client’s complaints for software and hardware issues to be modified, searched, resolved, and or escalated.

As an technician at the OCIO Service Desk Tier II level, various program are used daily:

Some COTS and MS Office: such as Interaction Client, MS Lync, which is a tool for tech to client chat?

Symantec PCAnywhere, Remote Desktop, is a program that I use to connect to a client’s PC to troubleshoot hardware and software issues.

Network and local printers

Software Installs, Troubleshooting applications such as OACS, EAST, EDAN,

CISCO WEBEX, assisting clients with online meetings and conferences calls.

Assisting government telework staff in connecting to the OCIO Network via VPN.

Answer calls and respond to emails, log all trouble tickets into Remedy ticketing system, and troubleshoot/reply/follow up to emails.

WMATA (METRO) 01/2011- 02/2013

Desktop Support Technician (Tier II) – Contractor

Washington DC

•My Primary role as the technician at WMATA was backing up data with Symantec Ghost on old machines and transferring the data to the new machine.

•In a HelpDesk environment Tier I, I used Active Directory with password reset and membership, SMS in working closely with the customer on a daily basis to solve challenging issues that include issues with hardware, software, networking, and user accounts.

•Assist user to connect to the Network from home or TDY with VPN.

•Utilize PeopleSoft program, Maximo to unblock user account, reset password, Install/map network and local printers.

•Update Malware bytes (anti-malware) for users’ PC.

•Migrating O/S from Windows 7 to Windows 8.

Assist users with their archiving, PST files to send and receive emails.

Troubleshoot hardware devices, Network printers to communicate with end users and upgrade software applications via company policies.

Install software needed for company’s needs and respond to trouble ticket via emails and phone calls.

Used Avaya ACD for call routing with staff members and assisting clients.

Assisting clients in their password reset, searching for the employee Id, account creation with Active Roles.

Respond to emails clients have with software or hardware issue and troubleshooting to resolve.

Maximo MX7PROD – creation of the ticket system, search for the Id’s transfer ticket if needed.

Remote to clients computer’s via, Remote Desktop

Department of State (IRM-ILMS) 11/2008 - 01/2011

Support Desk Technician- Systems Administrator – Contractor

Washington DC

•As a Support Desk Technician I Installed software needed for company’s needs and respond to trouble ticket via emails and phone calls.

•Tracking inventory with bar code scanner and in an Excel speed sheet as it transfer to each individual.

•Performed duties with Active Directory Group Policy in part controls user access

•Created-move- move accounts to other OUs

•Disabled accounts in class and un-class Active Directory

•Extensive experience with XP operating systems/Basic experience with MAC operating systems in assisting clients their manuals, dock, using finder the equivalent to windows explorer, assisting clients with spotlights and the get info tool about the pc itself and the client that is using the pc. Also using spotlight to locate the client’s files and folders.

•Responding to clients request as a desktop support person by visiting their office of cubicle area as a customer support agent for any and all request they may have.

•Troubleshoot hardware devices, Network printers to communicate with end users and upgrade software applications via company policies in a Window XP environment. Resolved issues and responded to request concerning Black Berries, FOBs, Network Accounts and Cable Xpress

•Used SMS to remote to individuals PCs to troubleshoot issues

•Maintained over four thousand client’s PCs

•Mapped network drives and reset password for various programs

•Ensured deployment process, satisfaction and the usability for end user with applications such as PeopleSoft, Arriba, and Momentum.

•Located restored files installing network printers and setting defaults

•Closed tickets via UTT and Remedy System and enabled and disabled users account & OUs

•Worked with functional leads to transition knowledge for PeopleSoft applications: PD, Distribution, Asset Management, Arriba and Status Tracking, for the purchase of hardware, tracking and assisting all monies for the department staff, Work with Functional and Development teams to identify and resolve defects by testing the possible error that may be occurring. Staying abreast of modifications to the IPMS application via training programs and online modular situations.

•Used Avaya ACD for call Routing with staff members and assisting clients.

•Analyze user interfaces, maintain hardware and software performance tuning, analyze workload and computer usage, maintain interfaces with outside systems, analyze downtimes, and analyze proposed system modifications, upgrades, and new COTS.

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TKC Technology Solutions 10/2007 - 10/2008

Lead SR. IT Specialist II – Contractor

Alexandria VA

Asset Management Support ensuring that all computer devices are cycle out and recorded via company policy, with logistic in scheduling pickups via techs in their deployments, tracking shipments, and communicating with clients. Work with IT Manager to determine best solution for tasks outside normal operations, such as delivery.

As the lead Desktop Support Technician, I trained and tasked five IT support members to run helpdesk effectively.

Analyze user interfaces, maintain hardware and software performance tuning, analyze workload and computer usage, maintain interfaces with outside systems, analyze downtimes, and analyze proposed system modifications, upgrades, and new COTS.

Responded to inquiries and requests for assistance with the organization's computer systems.

Performed troubleshooting and fault isolation on Windows XP system components in simple.

Responding to clients request as a desktop support person by visiting their office of cubicle area as a customer support agent for any and all request they may have.

Troubleshoot hardware devices

C116898, Network printers to communicate with end users and upgrade software applications via company policies.

Extensive experience with XP operating systems.

Tested and evaluated software and hardware products in order to determine value to agency operations.

Supported 1500 users locally and remotely (SMS) with laptop, desktops, hardware, and network troubleshooting.

Software installation of Remedy, SMS 2003, Microsoft suite, MS project, Adobe 8.0, McAfee.

Provided full disk encryption using Wave Systems Corps.

Pentagon Force Protection Agency (PFPA) Contractor 08/2005 - 09/2007

Shift Supervisor Help Desk Technician Tier II

Roslyn VA

•Held weekly meetings, with Call Center staff to ensure that clients in the Pentagon receive the very best service.

•Responding to clients request by visiting their office and cubicle area as a support agent for the PFPA Call Center.

•Developed possible solutions to meet user’s needs and instruct them of possible resolutions.

• Ensured PFPA’s critical life-safety networks were maintained and operating through remote access (SMS) and first level telephonic problem resolution, responding to client issue via email and phone.

•Opened, monitored, tracked, and closed trouble tickets.

•Installed, configured and troubleshot O/S systems.

•Trained staff members to troubleshoot hardware devices, Network printers to communicate with end users and upgrade software applications via company policies. Maintained printers to include replacing toner, installing maintenance kits, adding to client machines, Installed and troubleshot hardware to include hard drives, floppy drives, CD R/RW drives, zip drives, video, network, and sound cards, monitors, modems etc. Mapped network drives and troubleshot network connectivity issues.

•Used Avaya ACD for call Routing with staff members and assisting clients

The World Bank 2004-2005

Field Technician/Asset Manager

Washington DC

Acquire hardware for various departments as needed, per policy.

Setup and assign PC’s, monitors, printers, for the technicians.

Track all incoming and out-going hardware in an Excel spreadsheet.

Installed, repaired, and configured various hardware components and software applications.

Schedule appointments with outside vendors.

Meet with department head to discuss deployment procedures.

Employed automated diagnostic programs to investigate and correct repetitive problems. I have assumed increasing responsibility of one of the largest deployments at the World Bank with a team of five technicians. I have performed and trained my technicians to

Installed operating system using Symantec Ghost

Joined Active directory Domain-Installed SMS packaged applications

Installed and configured non packaged applications as needed. I have backed up data from retiring machine using external hard drives.

Assists in removing retiring equipment and set up new machine and any accessories per end user specifications, if needed.

Restored data to new machine and verified data integrity

Connect and configured any required docking devices or peripherals as needed.

I assisted end users with hardware and software migration

Initial Lotus Notes setup and configuration as needed operation system overview highlighting differences between Windows 2000 and Windows XP Professional

Locating restored files installing network printers and setting default printer

Mapping network drives as needed. I work closely with departmental IT staff and end user to ensure seamless deployment process, satisfaction and the usability with all aspects of new computing environment.

Andrew Airforce Base 2002-2004

Desktop Support

Andrews Airforce Base MD.

Supported globally oriented, mission-critical computers:

Ensured data integrity by performing scheduled system backups while applying data storage technology.

Performed routine tasks to maintain computer equipment and their peripherals.

Troubleshoot network hardware and software such as card readers scan jets portable CD burners.

The ACES programs, DFAS, INFOCONNECT MAPPER Systems.

PKI

Ghosting/updating Windows 2000 via CD/over the Network

Ordering hardware/software needed.

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