Help Desk Electronics Technician

Eric Chittams

**** ******* ***. *********, ** ***06 • 410-***-**** • ********@*****.***

Technical Skills Secret Clearance

Hardware

Dell PC, Cisco routers 2800 series

Cisco Switches 2950 series, Hubs, Install/remove hardware or upgrade systems, Patch Installs and System Backups

Networking

TCP/IP & LAN/WAN Protocols Sub netting VLSM, DHCP, DNS, Active Directory, OSPF, and EIGRP

Software

MS Office 2007/2010, VMware, SQL, Visual Basics, Cisco Packet Tracer, Outlook, Peoplesoft, Sharepoint, Domino, Win Hex, FTK Imager

Languages

C++

Operating Systems

Cisco IOS version 12.1, Linux Red Hat, Windows XP – 2007, Windows Server 2003/2008, Mountain Lion, Android mobile, Apple IOS

Education

United States Navy: Electronics A School

United States Navy: Systems Administrator/Networking OJT

Certifications

Currently Pursuing: SEC+, Net+, CEH

Work Experience

LEIDOS (GTS) Edgewood, Maryland May 2014 – Present

Help Desk Analyst

Support end user requirements and questions concerning E9-1-1, FPS2 systems, and AtHoc enterprise IWS.

Support end users with Software Administration, alerting, and self-registration.

Analyze root causes and provide input into problem management processes.

Handle troubleshooting incidents.

Monitor tickets and processing tasks.

Assist with installations, deploying s/w patches/fixes, and testing to confirm proper functionality.

Exercise discretion and independent judgment while providing incident support.

Plan, organize and prioritize tasks to complete work as scheduled and to meet deadlines.

Investigate, solve problems and provide support to customers, vendors and employees.

Provide over the phone troubleshooting FPS2 hardware, and systems while routing tickets through the proper channels for Tier 3

T.Rowe Price Owings Mills, Maryland September 2013 – May 2014

Desktop Support/Help Desk Technician

Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.

Install, configure, and upgrade computer hardware and software.

Provide end-user software troubleshooting and support.

Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.

Assists in the administration of e-mail systems.

Provides phone and help-desk support for local and off-site users.

Maintains current knowledge of relevant technologies as assigned.

Participates in special projects as required.

NIC Annapolis, Maryland January 2013 – May 2013

Help Desk Analyst, Jr. Systems Administrator

Assisted customers with Maryland.Gov user issues

Utilize user manuals to assist customers with setup and maintenance of MVA accounts

Created and track tickets for technical website issues

Worked alongside web developers to test website functions

Conducted training for new helpdesk technicians, while creating new procedures to assist clients and users

United States Navy Jacksonville, Florida April 2010 – January 2012

Electronics Technician

Responsible for electronic equipment used to send and receive messages, detect enemy planes and ships, and determine target distance. Maintained, repaired, calibrated, tuned, and adjusted all electronic equipment used for communications, detection and tracking, recognition and identification, navigation, and electronic countermeasures.

Supervised U.S. Navy team of eight sailors while installing new equipment.

Created and edited documents that were used to keep staff abreast of all new/existing policies and procedures.

Created new departmental procedures which resulted in thousands of dollars in savings at my previous command.

Assisted in organization training needs which allowed for better records and up to date rosters of divisional requirements.

United States Navy Great Lakes, Illinois December 2008 – April 2010

IT/Electronics Technician

Responsible for the installation, and maintenance of barracks computer lab for the recreational, and educational use of the sailors in training

Installed and configured all hardware and software

Installed, troubleshoot, and upgraded network software and hardware

Maintained inventory of equipment and parts as well as documentation of vendor activities

Assisted individuals with user accounts. (password, resets, update user credentials)

Troubleshoot and resolved hardware, software and network issues within barracks and off-site locations.

Used advance investigation techniques to remedy issues and maintained records of trouble calls associated to each unit.

Responsible for system backups / hard drive imaging

Upgraded individual computer components for optimal use and efficiency of all systems.

Built computers from the ground up.

Installed and maintained wireless network (Cisco Networking Products).

Conducted training on Windows 7 OS.

Prepared budget layout for future upgrades, and potential outside contractor cost.

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