Technician Support
Resume:
ALFRED WILLIAMS Jr
********@*****.***
SUMMARY
Customer-focused Desktop Support Technician with several years of success in a variety of computer operating OS applications and hardware. Critical thinker who resolves customer support issues quickly and who consistently exceeds performance standards.
SKILLS
Hardware: Mac and Windows PC systems, wireless mobile devices, printers and peripherals.
OS: Mac OS_X, Windows2003/2008 server, Windows 7 & 10, and Linux.
Environment: Windows and Mac platforms.
Software: MSOffice 2010, Lotus Notes, VPN, Exchange Server 2007, DRA, Active Directory, BAS server, BES client server, Remedy, Citrix, SCCM, Remote Desktop, DDPE, HPAM, VMware, Swimage/Encore7, Caprs, Office 365, Outlook 2007/2013.
EMPLOYMENT HISTORY
Computer Technician: Baltimore County Volunteers (BCV). - April 2016
* On-Call Mac / Windows Support Technician.
* Volunteer my IT technical services to the BCV.
Social Security Administration
Laptop Support Technician
May 2015 – Feb. 2016
•Responsible for laptop logistics for all SSA employees worldwide. Involves Imaging,
asset inventory tracking, deployment, format, encryption and shipping laptop systems to all SSA sites.
•The NCC at the SSA is the work location of this SSA Laptop Project in Baltimore, MD.
•Including asset management duties.
•Consultative service includes assisting with the laptop inventory tracking.
•Close completed Caprs tickets on a daily basis. Help Desk support for all warranty
laptops. The Caprs ticketing system was used to support our warranty laptop
employees.
•Submit weekly inventory spreadsheet reports to management.
•Update the Laptop tracking info in the HPAM. Monitor UPS shipment & return tracking Services. Check the HP laptop warranty status using the HP warranty website.
•Interact with the vendors to complete service deliver to our employees.
•Exceeded the company standard metrics and SLA.
•Participate in projects as assign. Normally, the projects have a high completion rate.
•HSPD-12 issued clearance
Computer Technician: Baltimore County Volunteers (BCV). – Oct 2014 – Dec 2014
•On-Call Mac / Windows Support Technician.
•Volunteer my IT technical services to the BCV.
MedStar
Technical Analysis Senior, Assoc
April 2013 – May 2014
•Participated in the MedStar Refresh and Windows 7 Migration project.
•Worked with the DELL Group at the MedStar Hospital facilities in Maryland /
Washington DC. Including, the imaging, installation and deployment of over
2500+ Desktop, tablets, MacBook Pro and Laptop units.
•Participated in projects as assigned. Responsible for user & Lan support.
•Helpdesk support for all Refresh/Migrated employees. Setup users Outlook and Lotus Notes accounts. Including, System Administrator duties as require.
•Manage user accounts in Active Directory. Resolve network connectivity issues.
•HSPD-12 issued clearance
Social Security Administration
Technical Analysis Senior, Assoc May 2012 – Oct 2012
•System Administrator duties, HP Desktop configurations, installations and
deployments for over 7000 clients. At the Disability Determination Services (DDS) and
the US Social Security Administration (SSA) sites in Baltimore, Maryland.
•Windows 7 Migration of all desktop units.
•Participated in projects as assigned.
•Managed and supported the Windows networking environment.
•HSPD-12 issued clearance
Computer Technician: Baltimore County Volunteers (BCV). – March 2012
* On-Call Mac / Windows Support Technician.
* Volunteer my IT technical services to the BCV.
Lockheed Martin
ODIN Support Technician
March 2005 –Oct 31, 2011
•Performed network administration functions, set up network user accounts, reset
passwords, deployment and administered group policies via DRA and Active
Directory.
•Performed other duties as assigned at NASA HQ in Washington DC.
•Monitored the Remedy ticket queue for incoming trouble tickets. Resolve all assign ticket issues.
•Participated in projects as assign.
•Provided Tier2 Desktop, Helpdesk and PDA support for over 2000+ NASA
government clients.
•Implemented the NASA Corporate wireless pilot program for over 2000+ government HP/Mac laptop users in 2005.
•Provided support for end-users, NOC, Server Ops, Tivoli, Triage3, Account Admin and
Asset management groups. Migration and Deployment of MAC/Desktop / Laptop units.
•Configured and deployed PDA (BlackBerry) devices, including iPads and iPhones.
•HSPD-12 issued clearance
EDUCATION and CERTIFICATES
Alison Studies, Baltimore, Maryland - iCloud
NCC (SSA), Woodlawn, Maryland - Dell Desktop Certified.
Anne Arundel Community College, Hanover MD – Security+ program.
New Horizons, Washington DC – Windows 7.
Tech2000 Inc, Herndon, VA - Mac_OSx10.6 (snow leopard).
Union County College, Union, NJ - Cisco Networking.
Synergistic Computer Learning Center, Union City, NJ - Windows NT 4.0 Server and SQL.
AlphaNet Solutions, Parsippany, NJ - Novell Netware.
New Jersey Institute of Technology, Newark, New Jersey - (Electronic Technology).
Essex County College, Newark, New Jersey - (Electronic Technology), A.A.S.
Contact this candidate