Information Technology Technical Support

THEODORE MURRAY JR.

**** ****** **. **** **** Home: 804-***-****

Sandston, Virginia 23150 ****************@*****.*** Cell: (804) 687-

6531

EDUCATION

Bachelor in Computer Science / Networking and Security Management, Jun, 2012

ECPI Technical College, Richmond, Virginia

A.A.S. Degree in Information Technology/ Networking & Security Management, 2006

ECPI Technical College, Richmond, Virginia

CERTIFICATIONS

Microsoft Certified Professional

Microsoft Certified Desktop Support Technician

Security + Certified Technician

PROFESSIONAL EXPERIENCE

SAIC /J63 Defense Supply Center of Richmond

12/2008 - 10/18/2016

Richmond, Virginia US

IT Desktop Support Specialist Tier 2

● Troubleshoot all information technology issues, including software, hardware, and

networking. Install and update desktops, laptops, peripherals, networks, and

related software. Help clients with multi-application issues. Lead Tech for VPN

client setup and troubleshooting.

● Provide, as appropriate, telephone/verbal application support to resolve incidents

● Maintain written communication i.e. log updates, to meet professional standards.

● Keep clients informed of the progress of outstanding ticket.

● Updates Help Desk tickets daily.

● Assisted in implementation of windows 7 deployment. Provided technical support and

troubleshooting to network, desktop, and/or systems hardware and software. Assisted with

the administration of e-mail account and account set-ups. Helped implement and verify

proper configuration of HBSS with various application

● Monitors and responds to hardware and software problems utilizing hardware and

software testing tools and techniques.

● Configures, installs, updates, troubleshoots, repairs and replaces Dell computer systems,

terminals, peripheral equipment and related hardware.

● Licenses, loads, maintain updates and troubleshoot software and peripherals.

● Configure, maintain and upload docs to the Help Desk Web site.

● Maintain user profiles in active directory.

● Verify functionality of the print server and the BES Blackberry Server

● Ensure deadlines for tasks are met and document the completion of tasks

Troubleshoot computer hardware and software issues

● Act as Tier 2 Supervisor occasionally, assigning tickets to self and Tier 2 Team

to be worked.

● Comply with Asset Warehouse procedures.

● Resolve printer issues and perform printer maintenance tasks.

● Printer and digital sender network administration

● Assist with Special Projects as needed.

● Provide VPN support for clients.

● Use Remedy ticketing systems to track and monitor the status of all incoming

client calls

● Use Active Directory for domain administration

● Generate DoD PKI ASCL PINs and Unlock Codes

● Maintain Records of PINs and Unlock Codes

● Work within Senior Technician supervision to provide desk side support at DLA

Aviation for user issues that cannot be resolved by Tier 1, triaging by age and

urgency.

● Cross train other technicians on Tier 2 processes and procedures

● Collaborate with subject matter experts to help develop training material

● Perform user moves of IT equipment and installation of new equipment at DLA

Aviation.

● Provide Hot List support as required with urgency.

● Collect information to inform on daily events to other technicians

(Supervisor's Name: Kameron Spencer, Supervisor's Phone: 804-***-****)

Cavalier Telephone, Richmond, Virginia 01/2006-

12/2008

ISP Help Desk

● Desktop Administration-LAN and WAN; Perform procedural tasks (System

backups, reviewing system reports, maintain peripherals). Build, configure,

maintain and monitor all corporate Windows and XP workstation computers.

Support users on all software applications.

● Provide technical support to end users with T-1, VOIP, E-mail, and configure web

hosting. Provide assisted with website issues FTP, website creation, Domain name

changes, and configuring Zone records.

Home Depot, Richmond, Virginia 12/1999-

12/2005

Assistant Store Manager

Army Reserve, Fort Story, Virginia 04/1994-

05/2008

SGT E-6 Emergency Medical Technician

References Available Upon Request

Contact this candidate