Technician Help Desk
Resume:
Tony R. Payne
Temple Hills, MD 20748
********@*******.***
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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