Help Desk/ Desktop Support

James Rea

***** ******** ****, ***** ********, MD 20772

*****@********.*** 301-***-****

Career Summary

As a former professional in local government IT, I am seeking a position in private sector IT that will leverage my many years of computer and network support.

Related Employment Experience

Office of the Public Defender, Baltimore, MD

Network Specialist July, 1999 to August, 2014

Maintained agency’s Exchange Server and Symantec Mail Security appliance. Created user mail accounts and distribution list. Monitored user account to assure users did not exceed assigned storage quotas. Monitored server health and connectivity. Maintained anti-spam blacklist. Monitored domain’s email reputation and resolved any issues of being blacklisted. Provided user training in Outlook at agency-wide conferences.

Provided user support while working on IT help desk team. Resolved 90% of calls on initial contact. Logged all calls into Track-It! help desk software. Assigned unresolved issues to field support personnel or to Tier 3 support. Used software’s remote capabilities to demonstrate to users how to resolve issues and methods to increase productivity. Provided Tier 2 support to other help desk personnel in issues regarding Microsoft Exchange/Outlook and other areas of expertise. Documented solutions using help desk software’s knowledge base. Monitored assigned work orders and escalated as necessary. Closed work orders as resolved.

Provided regional onsite support to nine district offices in five counties. Provided onsite support to 7 server installations and in excess of 250 workstations. Contacted vendor if equipment was under warranty and arranged for replacement. Updated software as needed. Maintained inventory records. Acted as liaison to other government agencies. Made frequent onsite inspections to discover any unreported issues. Installed servers, routers, switches and WiFi access points. Routed Ethernet cabling and worked with contractors to determine layout for large scale wiring projects. Provided software training as requested by office supervisors. Provided desktop support primarily focused on Microsoft Office.

Served as office representative on Prince George’s County Interdepartmental Automation Workgroup.

Software expertise

oTrack-It! Help desk software

oRemedy Help Desk software

oMicrosoft Active Directory 2000-2012

oWindows Server 2000-2012 R2

oMicrosoft Exchange 2000-2013

oMicrosoft Windows 2000-Windows 10

oMicrosoft Office 2000 to Office 365

oSymantec BrightMail

oSymantec Messaging Gateway

oProLaw Case Management software

Other Employment

William Pinkney Magruder Memorial Hospital, Inc. Upper Marlboro, MD

President/ Trustee 2001 to present

Oversee a Section 501(c) (3) charitable trust fund responsible for donating over $1,000,000 annually to the Pediatric Ward of Prince George’s County Hospital. Supervise investment strategy with fund managers. Chairs annual board meeting. Files all regulatory and tax documents. Supervises corporate bookkeeper. Arranges for annual independent audit and annual report.

Office of the Public Defender

Legal Assistant/Law Clerk

Provided support to attorneys in criminal cases. Made initial contact with incarcerated clients. Contacted witnesses. Filed pleadings with the courts. Attended court proceedings on behalf of the agency. Served as liaison with other criminal justice agencies. Assisted attorneys while in trial. Maintained files pending assignment to attorneys. Provided computer support for local office. Researched case law and prepared briefs for attorneys.

Edited and published agency-wide newsletter, The Informant

Served as office representative on Prince George’s County Interdepartmental Automation Workgroup.

Education

University of Maryland, College Park

Bachelor of Arts, History

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