Help Desk Information Technology

Jerard Glover

Raleigh, NC 919-***-**** ************@*******.***

https://www.linkedin.com/in/Jerard-Glover-148362113

CAREER SUMMARY

An entry-level administrator of IT systems with the following essential skills:

Imaging, installing, maintaining and managing desktop/client and server operating systems

Troubleshooting using Windows XP, 7/10, Active Directory, basic networking and configuring routers and switches

OSI Model, TCP/IP, Ethernet, LAN, WAN, Internetworking and basic telecommunications technologies

Proprietary Software and Help Desk Ticketing Systems

HIGHLIGHTS

DHCP/DNS Ethernet and Firewall proficient

Proficient in phone, printer, and security

Windows XP/Vista

Windows Server/Microsoft Exchange Server

MS Office proficient

Familiar with Mac desktop

Anti-virus/Spyware

Bomgar

VMware

EDUCATION, TRAINING & CERTIFICATIONS

BS Computer Networking & Security (University of Maryland University College), in progress

Certifications: IT Systems Admin (MyComputerCareer)

oMTA Certificates: Networking, Mobility, Windows OS, Security

oCompTIA Certificates: A+, Mobility

WORK HISTORY

Aug – Dec 2016 Total Outsourced Systems, Raleigh, NC

Systems Administrator

Functioned as a 'Help Desk' representative to answer various levels of information technology questions from users demonstrated by monitoring and maintaining request/resolution information

Provided telephone and email support for 35 daily help desk issues, including desktop, laptop, printer, software, telephones and networking issues

Installed, configured, managed and deployed production servers and a variety of applications

Configure, monitor, maintain and troubleshoot Exchange server and associated technologies for Email data transport and OWA (Outlook Web Access)

Created and maintained updated OS images and review of error documentation

Responsible for all system backups while performing daily, weekly, monthly maintenance backups/restorative exercises, reviewing server logs for potential issues, as well as by ensuring that anti-virus software and security patches are routinely updated and functioning

Reported malicious and suspicious activity to ISO immediately

Maintain and managed user access administration through active directory

Provided Sys Admin Support as required to maintain user accounts, DNS, DHCP, WINS, etc.

Help Desk Technician

Provided helpdesk support to end-users of proprietary software

Answered questions about product features and resolved user problems

Documented all issues while escalating service questions to appropriate client representatives

Jan 2002 – Oct 2013 Sargent U.S Marine Corps (U.S. Department of Defense)

Supervised and trained over 80 military and civilian personnel

Implemented inventory, controls, and standards

Performance management and career planning

Interacted with vendors via MS Word for contracts distribution and management

Managed inventory tracking, reporting and graphs with MS Excel

Ordered stock and distributing inventory using military proprietary supply system

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