Mr. Robert Wayne Ballard

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

Alexandria, VA 22304

Day telephone #: 870-***-****

Email: acxs5x@r.postjobfree.com

Information Technology Security Specialist

Computer Technician and Network Administrator

Availability: Immediate Job Type: Permanent Work Schedule: Full-Time

HIGHLIGHTS

Proficient troubleshooter Accomplished with mobile devices

Exceptional telephone etiquette LAN expertise

Patient and diligent Quality focused

Vast technical knowledge Organized

Diverse PC knowledge Proactive

Active Directory expertise MS PowerShell Scripting

AirWatch MDM Administration

WORK EXPERIENCE

CSRA 4/2016 - Present

950 H Street NW

Washington DC 20223

Help Desk Specialist

Support users at Secret Service HQ and world wide

Ensure user’s PIV cards are registered correctly

Troubleshoot PIV card issues ranging from incorrect PINs to broken cards

Add or remove computers from Active Directory security groups

Develop scripts to streamline account management

Perform duties of lead and manager when needed

Provide support to users with Air Watch MDM on HTC Ones

Prepare knowledge articles for new issues and update knowledge base

Deliver excellent technical and non-technical customer support to the users

Ensure resolution of daily and escalated customer issues of a complex scope that impact the team and overall business objectives

Research solutions to new or unknown issues

Monitor queue and metrics, tracking performance and situational issues in real time, responding accordingly per procedures

Assist in the development of procedures

Apex Systems 11/2015 - 4/2016

950 H Street NW

Washington DC 20223

PIV Help Desk Specialist

Support users at Secret Service HQ and world wide

Perform duties of lead and manager when needed

Provide support to users with Air Watch MDM on Windows Mobile Phones

Prepare knowledge articles for new issues and update knowledge base

Add or remove computers from Active Directory security groups

Deliver excellent technical and non-technical customer support to the users

Ensure resolution of daily and escalated customer issues of a complex scope that impact the team and overall business objectives

Research solutions to new or unknown issues

Monitor queue and metrics, tracking performance and situational issues in real time, responding accordingly per procedures

Assist in the development of procedures

Computer Crafters 02/2014 – 08/2015

315a South Sebastian

West Helena, AR 72390

COMPUTER TECHNICIAN

Provide end user support for all technical issues including, but not limited to desktops, mobile devices, networks, and applications.

Identify, track, troubleshoot and diagnose ongoing issues, communicate problems and resolutions effectively, provide recommendations, and follow through on resolution.

Work closely with numerous levels of IT professionals to quickly resolve network problems on WIFI and LAN issues

Identify, diagnose, solve and/or track to resolution hardware and software problems for hundreds of customers a month.

Write, review and maintain technical documentation for installation and configuration of software and hardware on Windows XP and OS operating systems.

Effectively communicate IT policies, procedures, and standards to all levels of employees and customers.

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools, and testing methodologies.

Handle technical troubleshooting, including system crashes, slow-downs and data recoveries.

Write scripts and batch files to enhance function capability in computer systems

Enforce network security and installation procedures. Protect vulnerable networks and personal computers following detailed risk assessments.

Write, update and maintain computer programs or software packages to do specific tasks, such as tracking inventory, storing and retrieving data.

Analyze different types of viruses in systems and application software, research and test possible resolutions, with the number one priority being to find the resolution and implement it immediately

Prepare detailed workflow charts and diagrams that describe input, output, and logical operation, and convert them into a series of instructions coded in a computer language.

Installed Phillips Community College University of Arkansas’ server and network system.

DeSoto School 05/2009 – 05/2012

417 Thunderbird Ln

West Helena, AR 72390

Computer Support Specialist

Provide end user support for all technical issues including, but not limited to desktops, laptops, networks, and applications.

Installed, maintained, and troubleshoot Smartboards

Installed network router, switches and Ethernet cable throughout entire school

EDUCATION

Phillips Community College University of Arkansas – 94 credits earned towards BS degree in Computer Science

CERTIFICATIONS:

Proficiency in Maintaining and Managing Personal Computers

Comptia A+, Network+, Security+

Microsoft Windows 7 Proficiency Certification

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