Mark F. Henderson

301-***-**** Washington, D.C. Metro Area ad136i@r.postjobfree.com

CAREER SUMMARY

A junior level IT Support Professional, with a passion for customer service and problem solving. Completed studies for the CompTIA A+ and Security+ certifications, CompTIA courses.

KEY SKILLS

Customer Service Troubleshooting Technical Support End User Training Documentation

TECHNICAL PROFICIENCIES

Hardware – Lenovo Desktops/Laptops; Dell Desktops/Laptops; HP Laptops; Cisco Phones; Mac Desktops/Laptops; IPhone; Various Android Mobile Devices; Surface Pro; Konica Minolta Printers; Xerox Printers; HP Printers

Operating Systems – Windows XP; Windows 7; Windows 8.1; Windows 10

System Management – RDP, TeamViewer, OpenVPN

Desktop Applications – Office Suite 2010; Office Suite 2013; Office Suite 2016; Adobe Creative Suite; IE; Chrome

Identity & Access Management – Active Directory, Microsoft Skype

Ticketing Systems – Maximo, Service Now, Heat System 2015 1.1, 2020 3.0

WORK EXPERIENCE

Registrar

BruckEdwards/Z-tech Solutions US Department of Veteran Affairs: Contractor 12/21 - Present

●Verify suitability determination prior to processing USAccess card requests

●Perform Sponsor, Registrar and Activator duties within USAccess

●Process physical access requests utilizing the VA’s PACS software

●Provide guidance to customers to ensure their badging process is effectively executed Apply troubleshooting techniques for USAccess equipment Implemented system to track, log, purge access and destroy some backlogged PIV cards

RWD Consulting, LLC. U.S. CPSC, Bethesda MD 6/19 – 12/21

Lead Mail Clerk/Assistant Supervisor 10/16 – 02/18

●Assists supervisor in coordinating and executing activities such as screening, sorting, routing mail and preparing outgoing material for mail production. Performs warehouse support and other administrative support functions.

●Uses CPSC Call Logging/Heat Systems to view and distribute work to designated staff members.

●Keeps time, attendance, and schedules of staff members.

●Creates, edits, and maintains office documents and files.

●Completes data entry and word processing.

●Prepares travel and reimbursement documents.

●Provides secure escort services for the Chairman and CPSC staff.

●Trains staff to properly perform daily duties.

Management Support Technology, Inc. US Department of Veteran Affairs: Contractor 02/18 - 10/18

IT Supply Clerk

●Served as the IT Supply Clerk, providing asset management, workstation deployment, and Tier 1 technical support for end users, following SOP instructions and guidance of Senior Support Technicians.

●Provided initial response for IT Workstation support requests/incidents.

●Delivered “Full Life Cycle” IT asset management, inventory, and property / equipment auditing to ensure the availability of all necessary IT equipment.

●Managed the physical components of workstations, laptops, monitors, printers, peripherals and associated network telecommunication equipment from acquisition to secure disposal at “End of Life.”

●Maintained all records of Government owned or leased IT equipment through the VACO Campus inventory to keep accountability of shipments, purchases and distributions.

●Installed end user workstations and peripherals daily.

●Initiated, stocked, replenished and audited data on an electronic inventory tracking system, provided regular review of usage.

●Shipped, received and secured storage of equipment, locally and internationally to Dept. of VA locations

Mark F. Henderson

301-***-**** ad136i@r.postjobfree.com Page 2

Management Support Technology, Inc. Bethesda MD 07/12 – 10/16

Lead Mail Clerk

Assisted supervisor with duties necessary for efficient mail production and delivery.

●Utilized Microsoft Office, Adobe Acrobat X Pro, SendSuite / SendSuite Live systems, Pitney Bowes Connect Plus 3000, Mail meter machine, and the Heimann Systems x-ray machine

●Provided customer relations support and Daily Systems Operation.

●Processed USPS incoming/outgoing metered mail; Received, sorted, delivered, logged, and tracked USPS accountable mail, UPS, FEDEX, DHL and courier correspondence.

●Computed postage required for outgoing mail according to weight and classifications.

●Assisted with upkeep of mailroom and work areas.

●Prepared weekly and monthly status and summary reports.

●Reserved, maintained and set-up conference rooms in preparation for meetings.

●Received Pitney Bowes arrivals.

EDUCATION

CompTIA A+ and Security+ Certifications CompTIA Customized Training Program

High School Diploma Oxon Hill High School

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