MICHAEL M. SPRIGGS

(C)240-***-****

(H)301-***-****

ad0qyx@r.postjobfree.com

Nuaxis Innovation (DOL) Aug 2022- Feb 2023

Tier II Help desk specialist

Roles and Responsibilities:

possess and apply expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. The Service Desk Specialist must operate with appreciable latitude in developing methodology and presenting solutions to problems. Must contribute to deliverables and performance metrics where applicable.

Responds and diagnoses problems through discussion with users and hands-on assistance.

Provides on-site support to end users on a variety of issues.

Identifies, researches, and resolves technical problems.

Responds to tickets assigned by Tier 1.

Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.

Documents, tracks, and monitor tickets to ensure a timely resolution.

Provides second-tier support to users' applications or hardware issues.

Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

Simulates or recreates user problems to resolve operating difficulties.

Recommends systems modifications to reduce user problems.

Performs Moves, Adds and Changes (MAC)

AARP/HCL February2022-May2022

Mac/Windows engineer

Roles and Responsibilities:

Provide Mac support for AARP users, Using Jamf Pro MDM environment, enrollment,

packaging for self-service, indexing, policies, cataloging, certificates. Perform large scale rollouts at

enterprise level. Work in large enterprise that is multinational. Provide support for Mac desktops/laptops and servers. Provide Windows support for hardware/ software, printers, provides tier II and Tier III support of Active Directory, Group Policy, Exchange Server 2010, user account, hardware refresh, software upgrades, and migrations.

Congressional Budget Office, (Contr) June 2021 – November 2021

Computer Specialist III

Roles and Responsibilities:

•Provide End point security using McAfee e-policy orchestrator (EPO) and McAfee agents.

•Perform systems management using KACE system management for asset management, software distribution, patch management.

•Perform patch management sing IVANTI patch management.

•Perform Thin Client builds and VDI workstation with AWS.

•Install, connect, and support VPN using Cisco any connect and citrix workspace and connectivity

•Skills with regards to configuration management and troubleshooting within a complex enterprise environment.

•Provide Desktop Engineering (Creating and Deploying Windows 10) using WAIK/ Windows ADK with MDT, Windows Deployment Services.

•Trouble shooting experience of Lite-Touch, Zero touch Deployments, WDS/PXE Issues, Sysprep tool, WinPE. designing large scale OS migrations (Windows 7 to Windows 10) using USMT

•Understanding of Edge, Internet Explorer, and Chrome (security zones, document modes, add-ons) and ability to troubleshoot/identify web app and site security or compatibility related issues.

•Utilization of Active Directory, particularly with implementing/troubleshooting Group Policy Objects (GPOs) and Group Policy Preferences (GPPs).

Support BIGFIX gather information about hardware and software for inventory

Work History:

US Census Bureau, Suitland, MD December 2019-February2020

Tier III SCCM Engineer

Roles and Responsibilities:

•Responsible for providing design, deploying, configuring and support of desktop technologies in a distributed environment.

•Packaging building and editing MSI/MST files for enterprise distribution using System Center Configuration Manager using power shell 3.0 scripting for automation, Task Sequences (or similar product) for the purposes of building or performing Operating System Deployments (OSD) requiring multiple steps.

•Skills with regards to configuration management and troubleshooting within a complex enterprise environment.

•Utilized cross-platform data center monitoring system (SCOM) for operating systems and hypervisors.

•Provide Desktop Engineering (Creating and Deploying Windows 10) using WAIK/ Windows ADK with MDT, Windows Deployment Services.

•Trouble shooting experience of Lite-Touch, Zero touch Deployments, WDS/PXE Issues, Sysprep tool, WinPE. designing large scale OS migrations (Windows 7 to Windows 10) using USMT

•Understanding of Edge, Internet Explorer, and Chrome (security zones, document modes, add-ons) and ability to troubleshoot/identify web app and site security or compatibility related issues.

•Utilization of Active Directory, particularly with implementing/troubleshooting Group Policy Objects (GPOs) and Group Policy Preferences (GPPs).

•Support BIGFIX gather information about hardware and software for inventory.

Paul Hastings Law Firm, Washington. DC March 2019 – May 2019

System Support Analyst/Engineer

Roles and Responsibilities:

•Perform system and data migration utilizing data profiling, cleansing, transformation, and

migration techniques.

•Reconcile the data on target system matches to what is expected to end up there.

•Utilize Microsoft Deployment tool, user migration tool, USMT data repository, Active Directory, SCCM, hard drive cleansing software, data encryption software, and a plethora of software package installations.

•Provide front line technical support for end users with various technical issues and problems relating to hardware, software and peripherals.

•Responsible for responding, documenting and resolving service tickets in a timely manner according to SLA.

•Diagnose, evaluate, and resolve complex situations, or when appropriate, escalate or route them to the appropriate IT staff member.

Officeof IT, Prince Georges County Govt Largo,MD August 2018 – November2018

Service Desk Engineer

Roles and Responsibilities:

•Service desk technician providing technical support to all agencies and user for the Prince Georges County Government for all desktops, laptops, and mobile devices.

•Provide Active Directory administration, SCCM administration, Cloud administration, Outlook 365 using Microsoft Azure.

•Provide support support for directors, CIO, CFO and all executive level customers.

•Resolve account lock outs, password reset, and domain access.

•Responsible for all network account creations, account modification, account moves and transfers.

•Create AD template for agencies and apply group policies.

•Support all corporate applications, Operation system, Browsers, SharePoint and local and cloud base apps.

•Create and document all service and incident request using cloud-based ticket system Easy Vista.

•Perform provisioning and re-imaging for pc refresh for all agencies.

•Create asset documentation for asset management and accurately delivery of laptops and workstations.

•Support local and network printer connectivity and peripherals.

Exelon\Pepco Holdings, Washington. DC January 2017 – December 2017

Systems Engineer

Roles and Responsibilities:

•Provide IT support for organization. install and configure computer hardware operating systems and applications

•Provide Active Directory administration, SCCM administration, Cloud administration, Outlook 365 using Microsoft Azure.

•Provide TCP/IP and network supporting protocols DNS, DHCP, SCCM, Active Directory and Exchange, administration and technologies, Remote Access/VPN (Cisco IPSec/Any connect, Office 365/2016, Citrix, Adobe Acrobrat and suite etc. Monitor and maintain computer systems and networks.

•Experience of Microsoft Windows 2012 Server, 2013 Server, and 2008 Server. Mac OS trouble shooting experience.

•Experience with Mac PIV card and binding to Active Directory.

•Support Macs in an enterprise environment.

•Understanding of computer networks and client. server applications.

•Troubleshooting minor and major computer, hardware, peripheral and mobile device issues.

•Ensure Tickets are responded to within SLA and fully document each step of the process. Test, image, and wipe workstations when needed.

•Basic knowledge of Active Directory, Group Policies and Windows permissions.

•Knowledgeable about Windows Office Suite, Casper suite and Adobe suite.

•Provide user support both face-to-face and over the telephone.

•Undertake Client Workstation builds (including the configuration of both OS and applications) plus ongoing support.

•Priorities Incident tickets and resolve according to SLA, while performing duties on other Service Requests and Infrastructure project work.

Maintain the networked printers.

•Deal with virus issues on workstations and other security specific issues replace parts as required.

•Ensure assets are recorded and tracked Provide support for Executive Video and Audio Conferences.

•Occasional travel to other offices to provide onsite support when required

•Provide high level technical support, dealing with complex issues and implementing smart solutions to nonstandard problems

•Work in a fast-paced environment, be adaptable to continuous change and responsibilities, and work out of different physical office locations when required.

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Fox/National Geographic, Washington. DC July 2016 –December 2016

Service Desk Engineer

Roles and Responsibilities:

•Create and maintain Apple OSX computer images by creating scripts and AD security group deployment to Apple based systems.

•Configure, deploy, administer and maintain JAMF Casper suite: admin console, cloud-based deployment points, remote imaging, regional deployment points, regular and ad-hoc reporting.

•Identify how Apple technology and new technologies can be used to enhance business processes.

•Provide technical oversight in the development and testing of software and services and to assist in the planning, implementation and on-going support of any Mac based corporate system.

•Provide technical oversight in the development and testing of software and services and to assist in the planning, implementation and on-going support of any Mac based corporate system.

•Recommend, implement, and enforce policies and procedures for the department.

•Ensure activities and requests follow the letter and intent of FNG IT and corporate policies and procedures.

•Add/change/remove Client Services policies and procedures.

Washington Metro Transit Authority, Washington. DC March 2015 – March 2016

Systems Engineer Level 2

Roles and Responsibilities:

•Installs, configures, and upgrades computer hardware and software.

•Provides end-user software troubleshooting and support.

•Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.

•Experience supporting various operating systems - include Windows 7/10; and MAC OS. Provide Active Directory administration, e-mail systems, software deployment, and SCCM administration.

•Perform Technical Support required to diagnose Local and Wide Area Network.

•Provides phone (Android, iPhone, Windows and blackberry) and help-desk support for local offsite user using remedy ticket system.

•Provides guidance and work leadership to less-experienced technicians, and may have limited supervisory responsibilities

•Maintains current knowledge of relevant technologies as assigned.

•Participates in special projects as required.

Education:

•Virginia State University, 1981 - 1986

•Computer Information Systems Studies

•CompTIA A+

•CompTIA Network+

•CompTIA Security +

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