Vernon Henderson Jr.

ad1b9f@r.postjobfree.com 240-***-****

Summary

Quality-focused IT specialist with 30+ years of experience working with end-users and infrastructure support teams to deliver systems and application support. Committed to providing premier technical support to executive-level customers, clients, government agencies, and vendors. Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous imaging tools, software packages and operating systems.

T4 Security Clearance

CERTIFICATION:

A+

Microsoft Certified Professional (MCP)

Microsoft Certified IT Professional (MCITP)

EDUCATION

2012 ASM Educational Center, Inc. Rockville, Maryland

Major Field of Study: Windows 2008 Server Certificate Awarded 2012

2003 ASM Educational Center, Inc. College Park, Maryland

Major Field of Study: MCSE 2000 Certificate Awarded 2003

TECHNICAL SKILLS

Operating Systems: :DOS; Windows 95/98/ME/XP/NT/XP/2007/2010, MAC, Windows Server(Active Directory)

Ticket Systems: Service Now; Service Manager; CA Service Desk; Remedy

Imaging Tools: Ghost Utility; Partition Magic; Symantec Image

Security Tools: BitLocker; McAfee Disk Encryption; CBL Shredder; Symantec Antivirus software

Communication: MS Teams; VOIP;

Software: Software Center, PCMover; USMT Backup; SCCM; Airwatch MDM; MobileIron MDM; MS Office; Adobe, Cisco Finesse, Cisco Jabber; SCCCM; Citrix Windows Client; Cisco Any Connect; Vault; CensiTrac;Vista; Microsoft Information Management (MIM)

Remote Tool: LANDesk; Bomgar; UniCenter; VMWare Connection; IBM BigFix; MS Teams; Windows Remote Desktop Connection;

Web Applications: PeopleSoft / PASS /Whales/Google Apps

Hardware Skills: Configure laptops/PC/Mobile Devices; Install network cables, VOIP phones; Printers

Networking: Switches; Routers; Flute Tools

EXPERIENCE:

Department Veterans Affairs, Washington, DC, IT Specialist (contractor) 12/2020 – 8/2023 (40 hours per week)

Installed and configured database management systems and software.

Diagnosed and resolved customer reported system incidents, problems, and events.

Troubleshoot system hardware and software.

Provided advice and guidance within the assigned specialty, of complex IT issues.

Implemented security measures to resolve vulnerabilities, mitigate risks, and recommend security changes to system or system components as needed.

Identified problems; determines accuracy and relevance of information; uses sound judgment to

Applied IT principles, methods, and practices in the customer service and customer support area to identify generate and evaluate alternatives and resolve issues and problems

Paid close attention to details to assist on resolving issues.

Worked with clients and customers (that is, any individuals who use or receive the services or products that my work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information, make recommendations or resolve their problems, or satisfy their expectations.

Expressed information to individuals or groups effectively, taking into account the audience and nature of the information to makes clear and convincing oral presentations.

Installed, configured, troubleshoot, and provided training, advice in response to customer requirements.

Performed work and sustained conscientious about attending to detail.

Attended to nonverbal cues, and responded appropriately customer problems

Coordinating customer support activities sufficient to receive respond to and ensure complete resolution of complex issues beyond what a help desk can resolve.

Provided comprehensive software, IT systems, or equipment guidance and/or training to enhance customer

knowledge, as well as to prevent recurring help desk inquiries

Developed clear and concise IT reports and documentation for senior IT management.

Document scheduled tickets in Service Now ticketing system

Scheduled appointments/Interviewed with users for what reason needed to resolve issues

Utilized Vista Reflection Workspace for user responsibility with laptop.

Assign, terminate, transfer, certify hard copy signature, print hand receipt for Individual, add entry to new person file, update of equipment inventory

Prepared, Imaged and configure laptops utilizing

Utilized BIOS, GPUpdate, McAfee Security, firmware, drivers, ran Dbat (Desktop Baseline Assessment Tool)

Tutored users on fundamentals of deployed laptops before deployment

Utilized the Remote Active Directory Client

Troubleshoot PKI certificates recognition issues (VPN, log in, signature emails)

Troubleshoot issues with VA Apps ( CPRS, -TMS)

Utilized IBM Bix Fix Support Center

Setup, configured and troubleshoot issues with Outlook, MS Teams, VPN, VA Apps, User’s personal drive

Installed VA software through Software Center

Remote to users desktop using remote tools to troubleshoot issues

Configured and troubleshoot Cisco Any Connect VPN issues

Setup, managed and troubleshoot tents for COVID-19 vaccination using PLUM remote access

Utilized Dbat (desktop baseline assessment tool) software

Identified network ports to switches using Flute tools

Utilized Vault Software to identify active laptops on network

Federal Communication Commission, DC, Tier1 and 2 Support 08/20 – 12/20 (40 hours per week)

Documented, scheduled tickets through Service Now

Remote into VDI connection using Windows Remote Access tool to resolve problem

Reset VDI connection in VMware Administrative software

Managed incoming calls through Cisco Finesse.

Provided instant messaging (IM), cloud messaging, voice and video calling using Cisco Jabber

Created RSA soft and hard tokens and QR Codes in RSA Security Console

Resolved issues with Mobil Iron (unlock, reinstall app to force check-in)

Resolved Outlooks issues

Resolved printing issues

Resolved Active Directory user account problems with network drives

Reset passwords

Setup and configured Office 365 problems

Maintained and repair technological equipment

Imaged laptops by PXE booting to image server

Installed software according to department selection

PEW Charitable Trusts, DC, Desktop Support / Imaging Specialist 01/20 – 03/20 (40 hours per week)

(Job suspended due to coronavirus)

Documented, scheduled tickets through Service Now

Created and configure user accounts in Active Directory

Configured Active Directory group policies

Created user home drive in Active Directory

Moved PC to correct OU

Configured printers by print service management

Setup and configured Office 365 problems

Maintained and repair technological equipment and maintained desktop hardware inventory

Performed PC imaging using Ivanti Service Management

Performed PC deployment

Ran disk encryption

Performed Windows 10 migrations

Performed troubleshooting for PC laptops

US Senate, DC, Desktop Support / Installation Specialist 01/19 – 12/19 (40 hours per week)

Documented, Staging and scheduled tickets through Service Manager.

Scheduled appointments with users to uninstall or install office peripherals.

Provided user support to high level politicians

Provided user support to politicians/executives

Provided proper AV equipment when needed.

Delivered IT peripherals and requested users to sign Acknowledge Of Receipt (AOR) forms.

Document returned IT peripherals on Record Of Equipment Transfer (ROET) forms

Provided technical skills in Windows 10 when user needed assistance

Worked as a team member to learn procedures followed and source of Error

Provided customer service skills training user

Installed desktops, laptops and printers

National Homeland Security, DC, Mobile Technician, (contractor) 07/18-12/18 (40 hours per week)

Performed routine duties involving the installation, provisioning, distribution, and management of cellular wireless devices and or electronic equipment

Device repair and Sim card removal etc.

Provided support to supervisors/executives

Installed/setup AirWatch MDM agent for corporate management.

Configured new IPhones for Office 365 email.

Maintained related records (e.g., work orders, logs, etc.).

Maintained parts inventory and related records.

Provided customer service for follow up calls as needed.

Rand Corporation, DC, Desktop / Migration Specialist, (contractor) 02/18-06/18 (40 hours per week)

Set up hardware

Install and configure software and drivers

Deployed Windows 10 laptops.

Provided proper AV equipment when needed.

Trouble any Office 365 problems

Maintain and repair technological equipment

Install well-functioning LAN/WAN and other networks

Manage security options and software in computers and networks

Perform regular upgrades to ensure systems remain updated

Troubleshoot system failures or bugs and provide solutions to restore functionality

Arrange maintenance sessions to discover and mend inefficiencies

Keep records of repairs and fixes for future reference

World Bank Group, DC, Desktop Support / Migration Specialist 09/15-01/18 (40 hours per week)

Run USMT Backup Tool for backup data to external hard drive

Deployed Windows 10 laptops.

Manage service tickets through CA Service Desk

Run BIOS command to update BIOS

Install applications using the SCCM software

Check Network connectivity

Trouble any Office 365 problems

Provided proper AV equipment when needed.

Verify that primary user profile is restored

Run compliance utility to assure all applications are installed.

Update applications and Windows packages.

Move new pc\laptop to proper OU container in Active Directory.

Wiped hard drives with CBL Shredder

Imaged Dell laptops thru NIC connection

Installed and configured Window 10 on Dell laptops

Wiped hard drives with CBL Shredder

Interviewed with users and high end users to confirm what data to install new laptop or PC

Deployed Windows 10 laptops.

Run USMT Backup Tool to restore date from external hard drive to new pc\laptop

Setup and configured local printers and network printers using print service management

Troubleshoot any TCP/IP problems

Provided proper AV equipment when needed.

Configured network support for Apple computers/laptops

Troubleshoot any Windows 10 problems.

Provided user support to partners/executives

Trouble any Office 365 problems.

Manage service tickets through CA Service Desk

Joined new PC to Domain thru Active Directory.

Break-fix all hardware problems with laptops and desktops

Made sure network connections were active at switches and ports

Interviewed with users and high end users to confirm what data to install new laptop or PC

Run USMT Backup Tool to restore date from external hard drive to new pc\laptop

Deployed Windows 10 laptops.

Manage service tickets through Remedy

Provided proper AV equipment when needed

Joined new PC to Domain thru Active Directory.

Install applications using the SCCM software

Made sure network connections were active at switches and ports.

Break-fix all hardware problems with laptops and desktops.

Setup and configured local printers and network printers using print service management

Troubleshoot any TCP/IP problems

Troubleshoot any Windows 10 problems.

Troubleshoot any Office 365 problems.

Pricewaterhouse Coopers, DC, Desktop Support Engineer, 11/13/-8/15

Documented each ticket through SM9 ticketing software

Interact with the user and high-end clients to resolved problem.

Reimaged and encrypted hard drives with McAfee software.

hard drives using Ghost Utility (G Disk) or Partition Magic (SSD Wipe)

Setup and configured TCP\IP phone voice over (VOIP).

Provided user support to partners/executives

Setup and configure Windows NetMeeting.

Made sure network connections were active at switches and ports.

Trouble any Office 2013 problems.

Configure and troubleshoot mobile devices

Troubleshoot the Configured Secure Mobile Connection (SMC) VPN client.

Setup and trouble shot any VTC (Video Teleconference).

Provided proper AV equipment when needed.

Troubleshoot any TCP/IP problems.

Configured network support for Apple computers/laptops

Break-fix all hardware problems with laptops and desktops.

Installed /setup MobileIron MDM for corporate management.

Configured IPhones for Office 365 email.

Manage asset records of laptops that assigned to users.

Order and maintain bulk items.

Configured and troubleshoot network, local and TCP/IP port and Xerox network printers using print service management

Manage repair orders of laptops for users.

Configured new laptops for new users.

Monitor Deployment table for Incoming/Outgoing/Same location & ship accordingly.

Monitor the PC Refresh scheduling database & take appropriate action(s) as required.

Ensure SM9 tickets are created for each transaction for ATS asset assignment. I.E Hot Swap, Loaner, PC Refresh, etc.

Responds to service center tickets or internal help request from users.

Resolved or escalates complex technical problems in a timely manner while following consistent, standard approaches.

Documents all work related to service requests, in call tracking system.

Performed asset management, network support, connectivity, telecom, project management

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