Technical Support Manager

Gerrid E. Pete

**** ******** **** *** ** • Parkville, MD 21234

Cell 360-***-**** • Email **********@*****.***

Clearance DOD Top Secret Clearance -TS/SCI

Qualifications

Extensive experience in Help Desk and technical support environments. In depth knowledge of

software, hardware, TCP/IP networking, and Windows OS’s. Working knowledge of

troubleshooting techniques on technical equipment. Intermediate experience with resolving

remote connectivity issues, LAN/WAN, DNS, DHCP, and TCP/IP. Proficient in MS Office Suite

2007 & 2010. Excellent communication and interpersonal skills; work well in groups as well as

independently under minimal supervision.

Computer Certifications

Comptia A+, Comptia Security+, Comptia N+, CCNA (in progress)

TECHNICAL SKILLS

Operating Systems: Windows XP, Vista, 7, Windows Server 2003 & 2008

Networking: Cisco 3825 Router, Cisco 3750G Switch, Linksys E2100L SOHO Wi-Fi

router, Watch guard Firewalls, Net-Guardian 832a, Cisco ASA 5510

Firewall.

Hardware/Config: Cisco ASA 5510 Firewall, NetApp FAS 2020, VMware ESXi vSphere

Hypervisor, Desktop Computers (Dell, HP); Servers (Dell, HP); Printers

(Dell, HP).

Applications/Tools: MS Office Suite 2007, 2010 & 2013, Microsoft SharePoint Server 2010,

MS Active Directory 2003/2008, MS Exchange Server 2008, Wireshark,

TCP-Dump, Norton Ghost 15 and Symantec System Recovery (SSR)

2013.

Programming: Working knowledge or course work in C++, Python, JavaScript, HTML5

and CSS.

PROFESSIONAL WORK EXPERIENCE

Towson University Graduate Assistant August 2012 – October 2013 (Part-Time)

Technology Specialist and Lab Manager

Technology Specialist

Responsibilities included:

• Configured and maintained simulation manikins and associated software and hardware to

enable faculty, staff and student’s access to needed applications and resources.

• Supported the setup, configuration and maintenance of technologies used in labs, and

classrooms; including setup of manikins, cameras, microphones and recording devices.

• Arranged and set up Multi-media equipment (i.e. projector screens, document cameras,

projector screens, smart boards, TV screens and classroom cameras) for students and

faculty.

• Trained staff on how to use various technologies such as audio/visual equipment and

software for recording, duplication.

• Installed network printers and relocated and reconfigured workstations.

• Resolved various technical problems ranging from PC’s, hardware, software, network

printers, LAN.

Lab Manager

The following duties are as follows:

• Supervised all personnel assigned as lab monitors (3 undergraduate students).

• Developed working relationships with other IT personnel.

• Created and maintained software images for computer labs and classrooms.

• Supported hardware maintenance and repair of equipment in computer labs and

classrooms such as replacing graphics cards, RAM modules, keyboards, mice, and

monitors.

• Answered technical questions and troubleshooted technical issues.

Army National Guard Reserve Status 2008-Present (Part-Time)

Information Technology Specialist - Helpdesk

Key Results:

• Install, maintain, and troubleshoot information systems and telecommunications devices

(e.g. VoIP phones, radios, and satellite equipment).

• Deployed hardware with custom images created with ghosting software (Norton Ghost

15 and Symantec System Recover 2013).

• Create and manage Active Directory accounts, passwords, and permissions for users and

computers.

• Troubleshoot HW, SW, and other issues related to cabling and LAN connectivity.

• Troubleshoot issues with MS Office 2007 and 2010 (such as MS Outlook with Exchange

Server).

Army National Guard April 2011-Dec2011 (Full-Time)

Information Technology Specialist - Helpdesk

Key Results

• Answered support phone calls from end users, troubleshooted system issues, and

documented help desk tickets/resolutions.

• Established and maintained network user accounts, user environment, and access using

MS Active Directory (Windows Server 2008).

• Created and maintained e-mail user accounts of MS Outlook using MS Exchange Server

2008.

• Performed initial evaluation of customer issues and provided end user instruction

remotely via email and phone and in person.

• Escalated issues that were not Tier 1 or 2 to the appropriate team for timely resolution of

network and systems outages.

Watchguard Technologies-Seattle, WA Full-Time Status Aug 2010- Aug 2011

Technical Support

Key Results:

• Answer incoming calls and/or emails and analyze queries (i.e. FAQ’s) and problems in a

Global Technical Support environment on a 24/7 basis.

• Perform security checks to verify customer details, service plan and other specifications

in the CRM.

• Provided Technical support for customers via remote assistance tools such as RDP, VPN,

WebEx, team viewer, go-to-meeting applications etc.

• Configured security appliances such as firewalls for VPN capability, VoIP support, spam

filtering, content blocking, and basic traffic rules (i.e. packet filter) to secure small to

medium sized and corporate sized networks.

• Set up and maintained a laboratory to simulate and reproduce customer problems.

• Contributed to technical documentation and Knowledge Base.

EDUCATION

Towson University - Towson, MD

MS Applied Information Technology, in progress

Central Washington University - Ellensburg, WA

B.S. Psychology, B.A. Sociology 2007

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