Technical Support Project Manager
Resume:
Reginald B. Johnson
**** **. ***** ****, ********* 613
Laurel, MD 20724
****************@*******.***
EDUCATION
Purdue University-Calumet, Graduated 1993, Hammond, IN, B.A. in Political Science, Criminal Justice Option,
CLEARANCE
Secret (DoD) Active – October 2010 ; (DoJ) Active – April 2014
COMPUTER EXPERIENCE
Software Skills: SharePoint 2010/2007/2003, Microsoft Office Suite 2010/2007/2003, Lectora
Programming Skills: HTML
Additional Skills: Supervisory (2 years), Contract Negotiation (1 year), Help Desk/Technical Support (10+ years), Computer
roll outs (1 year)
PROFESSIONAL EXPERIENCE
SharePoint Administrator II
NCI Inc., Reston, VA (Work site: OCTO/ITA HDQA US Army, Crystal City, VA)
1/30/2015 – Present
* Manage site permissions, workflows, content types, site columns, and templates.
* Setup alerts to monitor business critical site activity.
* Ensure uniform navigation throughout sites.
* Monitor to ensure workflow and tasks are working correctly and emails are going out.
* Support for users and other Site Owners below top level site.
* Edit and customize pages using SharePoint Designer.
SharePoint Administrator
TEKsystems, Reston, VA (Work site: OCTO/ITA HDQA US Army, Crystal City, VA)
10/22/ 2014 – 1/29/2015
* Manage site permissions, workflows, content types, site columns, and templates.
* Setup alerts to monitor business critical site activity.
* Ensure uniform navigation throughout sites.
* Monitor to ensure workflow and tasks are working correctly and emails are going out.
* Support for users and other Site Owners below top level site.
* Edit and customize pages using SharePoint Designer.
SharePoint Developer/Administrator SME
A&T Systems, Inc., Silver Spring, MD (Work site: EOUSA, Department of Justice, Washington, D.C.)
4/16/2014 – 9/30/2014
* Developed and maintained Health Maintenance and Functionality Checklist.
* Monitored SharePoint disk space usage through the built-in SharePoint reports for each site collection.
* Managed SharePoint District Intranet site permissions.
* Analyzed and reported upon SharePoint usage and activity.
* Moved/copied sites when required.
* Supported network load balancing needs and ensure its correct operation.
* Regular review of the events and messages reported in Event Viewer and Performance Monitor.
* Regular review, clean-up, management and configuration of SharePoint accounts and sites.
* Regularly analyzed SharePoint content and storage.
* Monitored SharePoint trends (e.g. site usage and growth, disk space usage and growth)
* Set up alerts and enforce policies.
* Regularly audited SharePoint environment
* Developed, configured and maintained document libraries, enterprise lists and site collections.
* Used judgment and creativity to design coding approach to meet requirements/specifications as provided by business analysts and software development managers
* Provided System and environment security auditing.
SharePoint On Board Specialist/Trainer
Telnet, Inc., Rockville, MD (Work site: Lockheed Martin/DCMA, Alexandria, VA)
10/09/2013 – 3/31/2014
* Trained business users on how to use basic SharePoint 2010 functions by providing formal classroom and one-on-one training in support of the DCMA contract.
* Provided comprehensive on-boarding support in SharePoint 2010 and travel to the sites to provide hands on SharePoint (How to use SharePoint) sessions to varying audience types.
* Conducted eConnect sessions to train and offer solutions to field users regarding SharePoint 2010 functionality and provide troubleshooting assistance when issues arise.
* Assisted each organization with their data analysis, clean-up, and migration planning, conducting initial site set-up/configuration including team sites/projects sites.
* Served as the POC for transitioning documentation and information from site visits to the Post site team.
Enterprise IS/SharePoint Technical Support
Convergent Solutions, Inc., Alexandria, VA / Apex Systems, Inc., Falls Church, VA
(Work site: ANGRC, Andrews AFB, Camp Springs, MD)
6/3/2013 – 10/04/2013 (Convergent Solutions, Inc) / 10/29/2012 – 5/31/13 (Apex Systems, Inc.)
* Assisted users with SharePoint 2010 related issues, such as troubleshooting permission issues, providing guidance to Site Owners, and triaging all incoming emails and calls for resolution.
* Logged incident/trouble calls and e-mails into ticketing system (Custom in house SharePoint Help Desk web part).
* For more complex solutions, used SharePoint Designer 2010 to modify specified components of Unit pages.
* Provided oversight and guidance to Top Level Sight Owners in resolving SharePoint issues at their Unit.
Technical Support I/SharePoint Administrator
Open Systems Technologies, Inc., Reston, VA (Job site: Fannie Mae, Reston, VA)
9/26/2011 – 10/26/2012
* Provided SharePoint technical support to business teams
* Conducted research for and respond to inquiries from internal and external points of contact
* Managed a centralized calendar and coordination of password resets across the enterprise using SharePoint 2007
* Created and publish password reset metrics
* Documented processes and policies for password reset team, as well as end users
* Developed, updated and managed schedules for reviews via SharePoint site calendar for Compliance Department
* Tracked incident tickets and ensure completion of password resets utilizing SharePoint and Remedy
* Added web parts as needed and coding using HTML as needed for work-arounds
* Utilizied Toad SQL database, Oracle Identity Manager Administrator and User Console to conduct searches and to extract data and provide screenshot evidence of findings for audit tickets, and updating findings in Remedy.
Technical Support Contractor
Independent Contractor, Upper Marlboro, MD
9/1/2010 – 9/20/011
* Provided assistance to users in creating profiles for their computer systems
* Provided troubleshooting support for hardware/software issues and conflicts
* Anticipated, mitigated, identified, conducted troubleshooting, and resolved SharePoint problems
SharePoint User Support, iNAVSEA
TWD & Associates, Inc., Washington, DC
7/26/2010 – 8/16/2010
* Provided assistance to users in creating SharePoint sites specific to their mission
* Anticipated, mitigated, identified, conducted troubleshooting, and resolved SharePoint problems, as well as triaging issues to different teams on the project (SharePoint Developers and Programmers)
* Tracked current break/fix solutions for support systems
* Utilizied Remedy ticketing systems to track incident issues
Enterprise IS/SharePoint Technical Support Lead/EMS Project Manager
Optimization Consulting Inc., Lanham, MD (Work site: Jefferson Plaza 1, Crystal City, VA)
11/05/2007 – 7/15/2010
* Assisted/trained/advised Air National Guard Enlisted/Officers with Evaluation Management System (EMS)
* Assisted users with SharePoint related issues such as adding permissions, building and editing sites, creating calendars, work streams and content management to SharePoint sites.
* Anticipated, mitigated, identified, conducted troubleshooting, and resolved SharePoint problems
* Developed SharePoint components including web parts and workflows
* Conducted and facilitated training for current and new help desk members and client
* Logged incident/trouble calls, e-mails, web submissions into consolidated database (Magic)(Remedy).
* Provided access rights to unit organization structures on the Enterprise Portal.
Client Specialist/Technical Support
Capital Technology Information Services (CTIS, Inc.), Rockville, MD
7/2004 – 2/2007 (Federal Contract with the National Cancer Institute)
* Resolved 95% of all incoming queries without having to triage or obtain assistance from other team members.
* Transitioned the tracking mechanism that was previously used into a more feasible in-house tracking system (MS Excel to eTaMS).
* Suggested improvements to eTaMS which were implemented for company-wide usage.
* Provided advice and guidance when answering all incoming phone and email inquiries from research sites and local IRB’s regarding policies and procedures and enrollment into the National Cancer Institute (NCI) Central Institutional Review Board (CIRB) Initiative, as well as regulatory document issues (i.e.- Informed Consent Issues, protocol specific inquires).
* Processed and forward all incoming facilitated reviews submitted by sites enrolled in the CIRB Initiative.
* Provided technical assistance to clients contacting the Help Desk regarding website and login issues.
Computer Technician/Roll Out Specialist
Ranstaad Staffing, Washington, DC
1997 (Contract with Sidley & Austin, LLP)
* Conducted computer roll outs by saving personnel profiles to the server and also imaging new desktop computers and applying saved profile to newly imaged desktops.
* Assisted help desk personnel by providing desk side support to Partners, Associates and Paralegals
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