Microsoft Office Desktop Support

Vanessa G. Malone

**** ********* *****

Hanover, MD 21076

Phone: 443-***-****

*******.*.******@*****.***

Expired Clearance: TS/SCI FSP

Profile Statement

Experienced desktop and helpdesk professional with over nine years diversified experiences of desktop, helpdesk, system and network support and administration in a Windows and Microsoft Office environment of corporate and government networks. Possess confidence, courtesy and patience to effectively communicate with all customers to research, troubleshoot, document and resolve issues as quickly as possible.

Technical Proficiencies

Analyze and resolve problems and relationships in automated information systems, includes resolving hardware/software incompatibilities and configurations, identify problems and develop corrective action

Managed Active Directory user accounts, reset passwords, share network files, etc.

Managed loaner laptop and reuse program having readily available reimaged laptops

Strong knowledge of Windows 7 desktop operating systems, Microsoft Office 2010/2013, Lotus Notes 6.5/7.5 and Outlook 2013 email clients

Software: TopDesk, LANDesk, Peregrine, Remedy, TCP/IP tools and utilities, Cisco VPN, Symantec Enterprise AV, Kapersky AV, remote desktop support

Hardware: HP, Dell, Lenovo, desktops and laptops, iPad and android personal devices, various HP, Canon and Xerox network and local printers, thin clients, and desktop/handheld scanner devices

Proficient in performing break/fix, installations, patching, and upgrade

Experience with service desk ticketing systems

Remote Access technology experience (RDS)

Ability to work independently yet escalate when needed to senior members of the team, and complete tasks in a timely manner

Education and Training

Issuing

Institution Location Qualification Program Completion

University of Maryland

Largo, MD

Certificate

Network+

and Leadership

05/2014

University of Maryland University College

Adelphi, MD

Bachelor's Degree

Computer Information Technology

05/2010

Howard Community College

Columbia, MD

Associate's Degree

Network Support Technology

06/2005

Certifications:

Network+ Certification

CompTIA

05/2015

ITIL V3 Foundation Certification

EXIN

12/2014

A+ Certification

CompTIA

12/2010

Additional Information - In compliance with Department of Defense 8570 certification

Employment History

Desktop Support Technician, (contract)

Baltimore Aircoil Company Jessup, MD 20794 5/31/16 – 7/1/2016

Provided and supported helpdesk and desktop support services

Responsible to image and update Windows 7 Professional, Microsoft Office 2013, and desktop applications consistent with BAC requirements,

Push Windows update on Dell desktop and laptop computers.

Installed and configured software and drivers locally and remotely via Teamviewer 11 or Remote Desktop.

Created Windows deployment checklist,

Assisted in upgrading and configuring desktops to Outlook 2013

IT Delivery Consultant, (contract)

The Savli Group Columbia, MD 21045 12/2014 - 07/2015

Managed and supported customer services and accounts. Lead and guide technical staff work. Served as liaison between business and technical aspects of projects. Monitored progress to assure deadlines, standards, and cost targets are met. Employed and supported HP Service Manager, Service Request Catalog, Service Desk, and other HP products.

Worked with customers and management in customer delivery requests

Monitored systems for alerts and notifications

Provided remote desktop administration

Opened, created, and resolved tickets via HP Service Manager, HP Service Request Catalog, and HP Service Desk in timely manner

Deployment Technician, (contract)

Staffmark Columbia, MD 21046 02/2014 – 10/2014

Migrated over 1000 Windows XP systems to Windows 7 Enterprise operating systems at Suburban Hospital, Bethesda, MD

Deployed, installed and configured desktops, laptops, network and local printers, scanners and other peripheral hardware devices with Windows 7 Enterprise operating system, Microsoft Office 2010, and associated applications and drivers

Custom installed and configured specific medical and building maintenance applications and other customized software

Tested and verified network port status during and after deployment network access

NT System Administrator,

Aerospace Corp Columbia, MD 21046 12/2003 – 05/2012

Analyzed and solve complex IT problems in automated information systems, included resolving hardware/software incompatibilities and configurations, identify problems and take corrective actions and documentation

Managed loaner laptop and reutilization program while conserving company resources and saving over $20,000 in company resources by having readily available laptops for new hires and regular users until their new system arrived, for training purposes, or for travelers

Software: Windows XP Pro/7 Pro, server 2008, Microsoft Office 2007/2010/2012, Open Office, Lotus Notes 7.5, Outlook 2010, LANDesk, Peregrine, Remedy, TCP/IP tools and utilities, remote desktop

Hardware: HP, Dell, Lenovo, Apple desktops and laptops, IPad and android devices, various HP and Xerox network and local printer devices, thin clients, and handheld and desktop scanner devices

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