Customer Service Technical Support

Joseph Timms

**** ***** **** ** *****: 301-***-****

Waldorf, Maryland 20601 Email: ******.******@*****.***

IT Support/Technical Trainer

A solutions-focused Information Services Analyst with 10 years of experience ready for the next challenge and prepared

to help you meet and exceed your organizational goals. Self-motivated professional who sees obstacles as opportunities

to learn and grow professionally. Always seeking new ways to streamline processes and create new strategies to

implement the latest technologies.

Technical Proficiencies

Security/Monitor:

Software:

CarbonBlack Bit9, Norton/McAfee Anti-Virus, Lumension patch agent and

antivirus, Solarwinds, Symantec Altiris and Endpoint, McAfee SIEM, Spam Filter, Fire Eye, Web Filter, Cisco VPN, Sonicwall, Lookout, Maas360, Cloud Lock

DeskPRO, AssetPanda, Cisco WebEx, IssueTrak, Vidyo, Connected Back Up, LogMeIn Rescue, Prolog Manager, Prolog Converge, Citrix, Deltek, Ghost, Acronis, MAGIC, Microsoft Terminal Services, Cherwell, Lawson, TIMSS, Adobe Connect, Imagex, Microsoft Office 2016, Microsft SCCM and Lync 2013, Signal, Windows Easy Transfer

Hardware:

HP and MAC desktops, Dell, IBM & Compaq laptops,Ricoh, Cannon&Xerox MFD, 4G Mobile Broadband Cards/MIFI CISCO Router, Cisco WAPS, Cisco DMP,VOIP phone, Cradle Point Router, Blackberry, Android and iOS, Smartphones, Mobile Devices(iPads) and Printers & Scanners, Crestron

Platforms:

GoogleSuite Collaboration Tools, Windows 7,10, Sharepoint and Mac OSX

Professional Experience

U.S. General Services Administration (GSA) 2016 Presidential Transition Team (PTT) 7/16 - Present

Defense Engineering Inc.

Help Desk Tier II Technician

Technical lead in providing IT support and customer service for the Presidential Transition Team (PTT) in a fast paced and demanding environment. In this role supporting and promoting the orderly transfer of the executive power in connection with the office of a President and the inauguration of a new President, the transfer of the executive power to the safety and well-being of the United States and its people. Exceptionally serving 820 concurrent PTT users including the Vice President- Elect, former Governor of Michigan, former CEOs, former Mayor of New Orleans, former National Security Advisor, former Director of White House Operations for the Obama administration, and a former United States Secretary of the Interior in multiple locations both in person, email, and via telephone. Issuing, configuring, and supporting Government Furnished Equipment (GFE) to users 7 days a week.

Responsible for providing direction to the Tier 2 team of 15 people on handling various new incidents and problems coming into the Help Desk

Lead all training of the Tier 2 team ensuring all processes were uniform and documented so process improvements could be identified and implemented whenever necessary

Configure cell phone and laptop to approved onboarding users by installing the approved image and configuring the devices for the individual user setting up all applications for immediate use upon the users arrival

Deactivate offboarding users by updating the inventory application (Asset Panda) ensuring all GFE was accounted for and returned to GSA

Conduct network monitoring checks using McAfee SIEM to monitor network, infrastructure, and system logs to identify vulnerabilities and provided daily reports to GSA on the status of the network

Assist the Inventory Manager by scanning and tracking all issued assets into inventory

Provides technical assistance and customer service both in-person and remote for incidents and service requests

Develop Knowledgebase articles, standard operating procedures (SOP) and desktop guides to continuously improve the Help Desk services and efficiency

Maintain and monitored the team’s ticketing flow to ensure all incidents and service requests were tracked and updated with the correct information and a resolution was provided to the user

Selected from the Helpdesk Team to assist the PTT IT director with various service request projects

Montgomery College 11/14-7/16

IT Support Specialist

Independently provided technical support for staff & faculty, classrooms, labs, learning centers, offices, and conference rooms for one of the Nation’s finest community colleges. I had the opportunity to assist with advanced technical support for events, conferences, and non-instructional proceeding and manage, prepare research, analyze, and provide technical support for IT projects in a fast-paced environment.

Monitored ticketing system used by more than 500 employees. Ensured that all information systems-related inquiries and requests for support were logged, classified, and delegated appropriately

Diagnosed and resolved inquiries and issues related to the maintenance of workstations, printers, fax machines, tablets, phones, other mobile devices, and related systems

Supported a variety of computer hardware and software including, but not limited to, desktops, laptops, Mobile Data Computers (MDCs), printers, print servers, Microsoft Windows and Microsoft Office Suite

Managed mobile phone upgrades for over 40 users

Managed back up accounts and installed/assisted with managing printers on the print server

Montgomery College (Randstad Technologies Temp Agency) 3/14-11/14

Systems Support Technician

Served as a Team Lead on migration project, migrating over 2,000 users from Windows XP to Windows 7 and MS Office 2007 to 2010. Managed installation and administrated upgrades to all desktops/form factors (DELL) and printers (HP). Effectively installed and configured over 500 workstations while implementing SOPs in 8 locations.

Provided support for computer workstations and their peripherals (installation, configuration, replacement, reconfiguration, network connection, security, etc.)

Managed and scheduled user deployments. Ensured deliverables were met on time

Conducted quality control to ensure all data was copied to include all files and user had all necessary data

Additional Experience

KaBOOM! (Randstad Technologies) 12/13 – 2/14

IT Operations Technician

Reported to the Director of Information Technology and was primarily responsible for maintaining the organization’s computer system and networks and supporting the IT department by collecting and analyzing user requirements and configuring software solutions based on those requirements. Serviced approximately 60 users.

U.S. Department of Energy (ActioNet, Inc.) 1/13 – 8/13

Helpdesk Tech Support Specialist

Main point of contact for the FE program office within the U.S. Department of Energy. Provided desktop support to include software, hardware and other device support for over 30 users. Also, assisted in implementing a pilot program for 28 users in which we migrated users from Windows XP to Windows 7.

Forrester Construction Company 3/12 – 11/12

Information Services Analyst

Provided technical support to 200+ employees for computer, printer, mobile maintenance, and repair. Installed software and trained employees, managed cloud base computing, provided project management, and coordinated and managed small networks for job sites.

Society for Human Resource Management (SHRM) 12/06 –3/12

Service Desk Specialist

As a Specialist with one of the largest non-profit HR associations, I supported 300+ employees both in the office and remotely. Support included: software installation and training; user account management via Active Directory; computer maintenance and repair; troubleshooting PCs, printer, VOIP, mobile phones and wireless cards.

National Hospice & Pallative Care Organization 7/06 – 12/06

Operations Coordinator

Coordinated all office operations including ordering office supplies, stationary, equipment acquisition and maintenance.

Managed storage facility and operated phone and voice mail systems. Ensured training needs were identified and

addressed, coded vendor invoices, and provided back up support to the Information Technology Manager.

Society for Human Resource Management 2/03 - 7/06

Facilities Technician

Provided customer service to SHRM staff and outside personnel for all facility-related issues. Set up meeting rooms, run

audiovisual equipment for meetings, maintained all copiers and fax machines. Ordered supplies, delivered copier paper,

maintained an inventory of copy machine, fax machine and repair supplies. Maintained work-stations and delivered

telephone support as needed. Oversaw office moves and served as back up Facility Supervisor.

Education

Currently pursuing Security+ Certification

Introduction to Networks Course, Montgomery College, 2016

A+ course completed, Southern Maryland Community College, August 2005

Training

Bomgar Remote Support Representative Training, 2016 – Certified

Security Plus Training, 2016

Integrating Mac OS X in the Enterprise, 2016 – Passed exam

Planning and Managing Windows 7 Desktop Deployments and Environments, New Horizons 2012

Configuring Windows 7, New Horizons, 2012

Managing Multiple Projects, Objectives and Deadlines, SkillPath Seminars, 2012

Desktop Support Windows 7, 2009

Network +, Global Knowledge, 2008

Desktop Support for Windows XP, Global Knowledge, 2007

Security Clearance MBI (GSA 2016)

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