Tony R. Payne

**** ****** ***** #***

Temple Hills, MD 20748

202-***-****

acn9wa@r.postjobfree.com

ACHIEVEMENTS, SKILLS, AND ABILITIES

• Eleven years experience in technical support and help desk

• Eleven years experience with Lenovo Compaq, Dell, and HP desktops

• Promoted from Tier I agent to Tier II callback agent

• Exceeded expectations on resolving issues for users.

• Excellent interpersonal and communication skills, written and oral

Education

ITT Technical Institute, Lake Mary, FL (March, 2003)

Associate of Computer Science Degree in Computer Network Systems

TECHNICAL QUALIFICATIONS

Operating Systems: Windows 2000/ME/XP/7, 2003 Server

Software Applications: MS Office 2000/XP (Word, Excel, Power Point, Access), Lotus Notes, Norton Utilities,

MacAfee, Internet Explorer, Novell NetWare, Altiris, Ghost, PCAnywhere, system backups batch file creation and

batch stripping

Networking: LAN/WAN, TCP/IP, VPN, Frame Relay, DHCP, DNS, Active Directory, Cisco Routers, and Ethernet

Services

Languages: HTML, XML

Salary Requirement: $40,000 to $50,000 per year

PROFESSIONAL EXPERIENCE

IT Support Staff Level II

World Bank – Washington, DC (1/2014-9/2014)

[Company: Experis/Manpower Group]

• Reimaged Lenovo laptops and desktop

• Deployed new laptop and desktop in ED7 Deployment Project

• Installed approved software packages.

• Respond to Remedy ticket dealing with issues with Lotus Notes, Network connectivity, hardware, software

and laptop loaner request.

• Use Active Directory to edit user accounts and workstations.

Field Service Technician

Pricewaterhouse Coopers- Washington, DC (11/2013-1/2014)

[Company: KForce Staffing]

• Reimaged Lenovo laptops

• Resolved issues dealing with Lotus Notes.

• Responsible for running reports for HP color printers.

• Assisted user with password reset.

LAN Tier II Technician

Value Options – Arlington, VA (6/2013-6/2013) {Contract Location: Arlington, VA}

[Company: Savera Works]

• Imaged Dell and Hewett Packard laptops and desktop computers using Ghost imaging software

• Setup and configured web conferences using Microsoft Communicator.

• Responded and resolved tickets from internal users.

• Setup employee workstations

• Install required software on laptops and desktops

Help Desk Agent

Environmental Protection Agency (EPA) - Washington, DC (2/2013-3/2013) {Contract Location: Washington, DC}

[Company: Teksystems]

• Troubleshoot issues dealing with migration from Lotus Notes to Windows Lync 365 and Outlook 2007

• Used Bomgar to remote into user’s workstation to guide user to resolve issues.

• Routed calls to Tier II for unresolved issues.

Help Desk Agent Tier II

Hewett Packard/ Defense Manpower Data Center (DMDC) - Alexandria, VA (3/2010-12/2012) {Contact Location:

Arlington, VA} [Company: Mir, Mitchell & Company, LLP.]

• Safeguarded personal information of service members,veterans, and their dependents

• Review service member's, veteran's and dependent’s records for Identification Card issuance

• Troubleshoot, remotely configure and install the HP Fargo 5000 Common Access Card(CAC) printer, HP

Scanjet 3005, fingerprint reader, barcode reader and CAC card reader

• Help active duty members with applying for Transfer of Educational Benefits (TEB)

• Reset passwords and suspended account for DMDC supported applications

• Provide assistance with Contractor Verification System(CVS)

• Provide support and assistance Real-Time Automated Personnel Identification System(Rapids)

• Utilize the CA Ticket system to document issues dealing the Rapids systems and other supported applications

• Follow up with users to resolve open issues with Rapids, eBenefits, CVS, and other supported applications.

Help Desk Support Technician

Children's National Medical Center Washington, DC (11/2009-12/2009) {Contract Location: Washington, DC}

[Company: Robert Half Technology]

• Upgraded old Dell systems to HP wireless systems

• Tested new systems with the upgraded Thin Client software

• Verified that user could access hospital's intranet

• Configured new systems using TCP/IP

• Setup and troubleshot user's workstations

• Responded to tickets submitted through Remedy solutions software

Help Desk Support Technician

National Institutes of Health (NIH)--Bethesda, MD (9/2009-10/2009) {Contract Location: Bethesda, MD}[Companies:

Robert Half Technology/Digicon]

• Upgraded and installed HP and Xerox printers

• Configured printers by assigning correct IP address

• Verified users could connect and print to printers

• Worked with network engineers to solve network and driver issues

• Responded to any tickets dealing with printer upgrades (Live Link)

• Completed security policy training

Independent IT Contractor

Native Staffing--Hampstead, MD (4/2009-5/2009) {Contract Locations: Valdosta, GA & Thomasville, GA}

[Companies: First State Bank and Trust, Commercial Bank and FNC Dialysis]

• Upgraded, configured and installed printers to client's instructions

• Used TCP/IP protocols to join printers to the network

• Installed printer drivers to the workstations

• Trained users to use printer functions

Independent IT Contractor

Kforce Staffing--Tampa, FL (9/2008-10/2008) {Contract Location: Valdosta, GA}

[Company: A.G. Edwards]

• Upgraded and installed computers and server and rejoined the workstations to the domain

• Rewired the server to the switches, Cisco router and the workstations

• Used TCP/IP protocol to join workstations and server to the network

• Verified with users that all applications worked properly

• Upgraded and installed backup power supply

Independent IT Contractor

Go2IT Group--Lorain, OH (9/2008-10/2008) {Contract Location: Lake Park, GA}

[Company: Hampton Inn]

• Upgraded and installed computers and server and rejoined the workstations to the domain

• Used TCP/IP protocols to join workstations and server to the network

• Verified with users that all applications worked properly

• Trained users to change backup tape

• Upgraded and installed backup power supply

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