IT Support Specialis

Raymond S. Tucker Sr.

Secret Clearance (attained)

Public Trust (current)

*** ******** **. ** **********, DC 20011

Phone: 301-***-****

Email: *********@*****.***

Career Summary

A results-driven and accomplished IT Technician/Systems Engineer with 15 years experience in the areas of IT Support, incident handling, telecom systems, product evaluation, system analysis, configuration and connectivity, testing, troubleshooting (hardware, software), and quality assurance.

Technical Expertise

Certification:

CompTIA A+ Certification, HDI-CSR Certification

Operating Systems:

Windows XP, Vista and Win7, Windows 20xx Professional and Server, Blackberry Enterprise Server, VM Ware, VTL, Citrix Server

Hardware:

Network Printers, Fluke Network Devices, All Blackberry models, Smart Card configuration and support, Laptops and Workstations, Network Cards, remote printer repair and configuration, Scanners and other various peripherals. Android tablet devices.

Software:

Microsoft Office Suite 20xx, Citrix Client (XenApps), McAfee, Symantec Enpoint, Exchange 2003, 2010, Blackberry Administration Service user configuration, LanDesk Management, VB Script knowledge, Active Directory, Active Client, TrendMicro ScanMail for Exchange. PKI, ActiveClient, Worx

Professional Experience

Phacil, Inc. (OCC) Office of the Comptroller of the Currency, DOC

Tier 1 Service Operator

10-29-13 – Present

Provide Phone and remote support to customers working on OCC network. VPN Connection Assistance and support, MS Office applications support, Blackberry support, LAN Account provisioning, Mobile Device configuration and support (Worx), Bitlocker configuration and support, Citrix (PC,MAC), and IPAD remote connection assistance. Remote into customers’ machine and resolve IT issues that customers may be encountering on software installed, devices connected and/or technical questions that need to be addressed in a Windows 7, MS Server 2012 Environment

ManTech International Corporation DOJ, (EOIR) Executive Office of Immigration Reform

Tier II-III Systems Engineer

11-14-11 – 5-13-2013

On Site Client Services: Primary services include installation, configuration, and support of virtual/physical servers, printers, clusters and associated equipment and software running on the EOIR network. Blackberry Enterprise Server administration, configuration and activation of mobile blackberry devices and configure tablets to wireless network within our network.

Remote Services: Services that may be provided remotely include network monitoring, mobile device support, desktop support, and internet content filtering and SPAM using TrendMicro ScanMail for Exchange

Network design, installation, and support

o Windows Server 200x and Active Directory

o Windows DNS and Domain design, configuration, and management

Hands-on experience in workstation hardware/software repair/troubleshooting

Windows 2K, 2K3 and 2K8 Server; 2K Pro, XP Pro, Vista, Win7 desktop imaging

Active Directory User/computer and printer configuration and initialization

Microsoft Exchange mail server maintenance and support, SCCM 201o

Citrix Server configurations and maintenance; desktop client application initialization

VMWare, LanDesk Management Suite, Microsoft Office 2K3, 2010 suite, Outlook/Exchange/Lync 2013. Dell and HP server and workstation maintenance and support on switches, and routers.

Client Network Services, Inc. (CNSI), DOD, National Guard Bureau (NGB)

VIP IT Specialist Tier II (Lead)

4-17-07 – 11-10-11

Provide phone and desk side support for National Guard VIP staff to include the Chief of Staff, Deputy Chief of Staff and Director of the Army National Guard. Use Remedy to create and manage tickets. Tasked to deal with VIP customers to resolve their issue in the agreed Service Level Agreement (SLA). Manage and complete multiple projects within the given deadline. Provide additional support at different sites when needed. Configure and trouble shoot Continuity of Operation (COOP) and tele-working laptops for customers working offsite. Create network accounts for new in-processing users. Configure Video Tele Conferencing (VTC) systems for upcoming meetings. Troubleshoot and configure network printers, scanners and plotters. Work with SIPR and NIPR machines. Install and configure various DOD approved software. Provide exceptional service to customers while completing their tickets within the SLA. Activate and synchronize Blackberry devices. Perform Blackberry installations with and without Common Access Card (CAC) sleds; models include 7290, 8700, 8830, 9000, 9700. Modify user/computer accounts using Active Directory. Effectively work with the Asset team to replace equipment. Provide technical support for Citrix, Remedy, VPN remote users, Wireless, Tumbleweed, and Active Client common card agent.

ISS/CACI, Washington, DC Ft. McNair National War College (NWC)

Desktop Support Technician

3-01-06 – 04-16-07

CACI acquisition of current employer ISS; Provide NDU/NWC College Campus onsite/remote PC and network support for students and faculty running off of the NDU Network. SW/HW maintenance and troubleshooting techniques are used to resolve issues that the users are encountering on users network printers, scanners, blackberry handhelds and Dell portable or desktop computers. Work with manager to organize moves, and set up offices for new agencies moving into building. Assist in deploying Help Desk, including software selection and development of procedures worked on help desk to provide support for software, printing, and network access issues. Resolve users concerns with specific applications, including Windows XP, Windows Vista, Microsoft Office, and numerous industry specific applications.

ISS, Inc. Ft. McNair National War College (NWC)

Desktop Support Technician

09-19-05 – 02-28-06

Provide National War College Campus onsite and remote access, PC and network support for users running off of the DOD/NDU Network. Provide Software and hardware installation, maintenance and troubleshooting support of network printers, scanners and blackberry handhelds, as well as portable and desktop computers. Provide network printer installation and configuration of internal network cards.

ISS, Inc. Drug Enforcement Administration (DEA)

Help Desk Specialist

March, 2004 – 09-16-05

Provide Worldwide DEA Help Desk Support for the Global Drug Enforcement Administration WAN. Provide over-the-phone assistance and remote access support for users running off of the Secret classified DEA network. My duties were to provide extensive phone support; if the problem could not be resolved over the phone, I created a service call ticket and assigned task to the appropriate ticket queue for the local technician in their area to resolve the problem, or contact a service technician that can assist user with resolution. Assist the Worldwide DEA Helpdesk phone support group in becoming CMMI Maturity Level III in May of 2005.

Datatrac, Inc. Drug Enforcement Administration (DEA)

Tier II Network Technician

March, 2003 – March, 2004

Adding or changing of classified and unclassified DSL (Internet) and network drops; Includes running CAT 5e cables, terminating and testing drops, then updating databases and facility schematics (Floor Plans) using MS Visio. Building of network racks in LAN/Data closets. Provide SW/HW installation and network support of classified, unclassified and stand alone Windows XP workstations and printers.

Education

Computer Learning Center (CLC)

Associates Degree, Computerized Business Systems/Network Administration

April, 1996

HP LJ/DJ Printer Repair Certificate

May, 1999

Dell Certified Systems Engineer, DCSE

September, 2005

CompTIA A+ Certificate

October 27, 2010

University of Phoenix, CAPM Certified Associate of Project Management

August 10, 2011

HDI-CSR Certificate

August 31, 2014

References

Gregory Collins ManTech Network Manager, EOIR *******.*******@*****.*** 703-***-****

Wendell English ManTech Lead Network Engineer, EOIR *******.*******@*****.***

Ed Egan CNSI Project Manager, NGB ******.*.****.***@****.*** 703-***-****

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