HENRY BURRELL

**** ******** *****

Montgomery, Alabama 36116

ad1pv0@r.postjobfree.com

470-***-****)

OBJECTIVE

To obtain a challenging Information Technology position where my technical skills, strong work ethics, and commitment to customer satisfaction will be fully utilized and further developed.

Professional Experience

NTTDATA Federal Services, LLC October 2016– April 2022

Sr. Information Technology Specialist

Apply mission critical problems solving expertise to resolve technical issues for customers at the Center for Disease Control and Prevention (CDC), on multiple platforms operating in a Citrix Meta Frame, VPN, TCP/IP, Microsoft SMS, Windows 10, and Office O365 environment.

Support customers by responding within the designated service-level agreement (SLA) period to incoming customer inquiries about a support issue.

Daily interact with customers experiencing computer problems via email, telephone, remotely, and LogMeIn.

Analyze break/fix issues and work with empathy and a sense of urgency to deliver solutions to meet customer needs.

Manage customer cases and document all customer interactions in Service Now and HP Service Center case manage system.

Serve as an advocate for providing satisfaction to clients by maintaining a proactive approach.

Collaborate and take ownership of technical issues and work with internal teams in identifying product defects, designing solutions, and testing

Perform hardware and software installations and upgrades. Assist with new customer setups, software/hardware installations and operating systems upgrades.

Travel to remote sites as well as internationally to troubleshoot desktop and network problems and to support staff deployed abroad in support of emergency disasters and disease prevention.

Provide customers access and permission to network resources via Active Directory

Provide On-Call after hours support.

Troubleshoot problems affecting customer’s inability to receive email via Android devices, IOS Devices, IP Tablets, Venues, etc.

Assist customers experiencing problems connecting to CITRIX (remote applications), and troubleshooting issues with desktops and laptops, etc.

Proactively update customers and ensure customers are satisfied with the service being provided.

Work closely with customers to ensure managed services functionality meets or exceed customer expectations for performance.

Manage hardware inventory.

Dell Services, Federal Government (DFSG) JUNE 07– OCT 2016

(Formerly QSS, Inc.)

Information Technology Specialist

Provide mission critical problem solving/troubleshooting technical assistance to the Center for Disease Control and Prevention (CDC) in on multiple platforms operating in a Citrix Meta Frame, TCP/IP, Microsoft SMS, Windows XP, 2000/2003, Windows 7/10 environment

Serve as an advocate for providing satisfaction to clients by maintaining a proactive approach with clients.

Provide after hour support to CDC field staff experiencing problems connecting to Citrix and web mail.

Troubleshoot problems affecting customer’s inability to receive email via handheld devices (Blackberries), etc.

Maintain the RSA ACE server for key fob assignments, lost key fobs, PIN assignments. Etc.

Monitor system alarms and adhere to appropriate procedures in resolving network problems, systems panics, hardware/software problems, etc.

Work closely with customers to ensure managed services functionality meets or exceed customer expectations for performance.

Facilitate issue resolution by leveraging internal experts when necessary.

Take ownership for resolving client support issues from case logging through management of escalation or resolution.

EDUCATION

Alabama State University, Montgomery, Alabama

B.S. –Computer Science

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