Technical Support Specialist

CHRISTOPHER D. RAYMORE

***** *** **** ***** #****

Silver Spring, MD 20901

609-***-**** (mobile)

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

OBJECTIVE:

A position which allows me to nurture my computer networking experience, utilize my troubleshooting and communication skills, as well as offers opportunities for training and advancement.

TECHNICAL SKILLS/ EXPERIENCE:

Installation and administration of Microsoft (Windows 2000, XP, Windows 7) and Apple (OSX) desktop operating systems

Maintenance and modernizations on desktop, laptop and server hardware

Deployment, installation, and troubleshooting on network infrastructure hardware (switches, routers, UPS devices)

Utilization of industry standard help desk monitoring software (HEAT; ITSM; Service Now) to input, track and satisfy service level agreements.

ITIL compliance and certification

Administration of Microsoft Server Operating Systems (Windows NT 4.0, 2003, 2008- Active Directory Services)

Utilization of remote connect software (Microsoft SMS, NetMeeting, PC Anywhere, Bomgar)

Video and web conference preparation and coordination (Cisco/H323 and various web based products)

Mobile device configuration and administration (Good for Enterprise; Mobile Iron)

Administration of remote access /VPN connectivity and application of multi- factor authentication (RSA; Identikey/ DigiPass)

Knowledge and application of conventional LAN and WAN protocols/ services including TCP/IP routing and addressing, DHCP, DNS, WINS etc.

EDUCATION:

Cittone Institute Mount Laurel, NJ

CompTIA A+ Certified Technician

Microsoft Certified Professional

Microsoft Certified Systems Administrator

Monmouth University W. Long Branch, NJ

Computer Science

PROFESSIONAL EXPERIENCE:

2010-2015 RTI International Washington, DC

Systems Support Specialist

Managed Local Area Network for all end user, workstation and network attached node settings.

Assessed, procured and piloted new equipment and software based on market analysis and customer requirements.

Procured, activated and managed mobile devices for use on private network

Provided primary local support for corporate wide migration projects including Windows 7 upgrade; Exchange mailbox update; eventual move to Office 365 environment

Worked in conjunction with other corporate technology support groups to achieve timely end- user resolution

Conducted presentations to explain and demonstrate new technologies and products.

2007-2010 U.S. Securities & Exchange Commission Washington, DC

Infrastructure Support Technician

Provided level two desk side support and maintenance for desktop, laptop, and network printer equipment in accordance with established Service Level Agreements.

Configured and assisted end- users with remote access solutions (CITRIX; VPN)

Deployed, configured and serviced hand-held PDA (BlackBerry) devices.

Delivered and install new computer equipment/ software upon authorized requests.

Troubleshoot inbound user phone calls for problem isolation and escalation according to proper service groups for incident completion.

Performed system administration functions (user and computer account creation; password resets; permission and access control)

2004-2006 McCollister’s Transportation Systems Burlington, NJ

Computer Network Support Specialist

Provided primary support for end user inquiries and issues with desktop/ laptop workstations, printers and hand held PDA devices.

Established and maintained client- server connectivity in cross- platform network environment (AS400; Windows; Novell)

Created and modified disk images to facilitate company- wide desktop/ laptop deployment (Windows XP os; Dell Optiplex/ Latitude hardware)

Converted workgroup users and workstations to Active Directory domain membership

Added and customized user profiles and granted or revoked internet access (via I.P. filtering) based on managerial requests.

Created and modified Active Directory security groups and Exchange distribution groups to regulate access to shared network resources.

2003-2004 (Contract) Computer Science Corporation Princeton, NJ

PC/ LAN Configuration Technician

Imaged and titled workstations according to departmental specification and deployment location (via Norton Ghost and SysPrep)

Installed application software for enterprise-wide Windows XP upgrade project

Migrated user data files using CSC customized S.M.A.R.T. scripts

Deployed machines at user location and responded to help desk tickets desk side or remotely (via SMS)

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