Technical Support Information Technology

HERMAN EDWARDS

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

Alexandria,Va **309

Cellphone #703-***-****

Email: ******.*******@**********.***

Active Public trust clearance

EMPLOYMENT HISTORY

Dec 2018-January 2019

Currently self-employed but actively looking, due to most recent position, whose contract ended earlier than projected

General Dynamics Information Technology January 2019-March 2020

Windows 10 Migration Technican

Provided Windows 10 support for a deployment for the US Department of Education

Image laptops computers,use SCCM to make sure all the Windows 10 desktop software,is applied to every laptop that is imaged

Deploy laptops and provide installation of the new laptop and other peripherals

Provided troubleshooting once the system has been deployed.

Supported and installed Microsoft Itunes and ITSM.

Provided technical support for end users

Bomgard remote support and Deskside user support,on a daily basis.

August 2021-November 2023.

The Mid-town group,Washington,DC/Working for the Office of the Chief

Technology Officer,District of Columbia,Washington,DC

Technical Support Specialist-Provided technical support to the District of

Columbia Public schools.Windows 10 and MacIntosh are the two systems

Used by DCPS.Provide technical support for software installs and hardware.

MS Office 365 and all the supporting software is used.This includes Azure,

One Note,One Drive,Word,Outlook,Excel,Flow,Bing and Powerpoint.

Setup new workstations and image and reimage older tablets and laptops.

All software is saved to Cloud.Interact with users,by phone and in person.

Install new software and provide all types of technical support.Setup conference

Calls and meetings,with Webex and Cisco,on weekly basis.Setup Motorola 2

Way radios and provided troubleshooting when reported.Had spare 2 way radios

To replace them if necessary.

Red River Computer Company Inc,Reston,Va October 2020-November 2020. Windows Systems Engineer

Provided Technical support for George Washington University Hospital

There was a Ransonware and Virus attck.I was hired,on a short term

Basis to provide reimaging,restoration and back-up support,for theie

Windows 10 system.Working with SCCM,all departments.of the

Hospital were affected.Also,provided technical to physical and virtual

Servers,who had lost some data due to the Ransomware and Virsus attack.

The contract was short term and this I was hired to help get them back

Online.Provided Deskside technical support,for users.Provided remote

Support,using remote tools,Bomgard and Windows remote desktop.

Setup P25 radios to replace Motorola 2 way radios for the hospital staff.

Provided troubleshooting when needed and had spare P25 radios on hand.

Diversified US Inc /US Dept of Education, Washington, DC (contract)

Jul 2018 - Dec 2018

Systems Support Engineer

Provided technical support to 6,000 end users in the headquarters office and to 11 regional Dept of Education offices, around the country

Used SCCM to assist with a migration of laptops with another IT Team at the headquarters.Provided installation of MS Office 365 and Powershell

Provided support for hardware, software applications, and systems support to include upgrades and maintenance

Installed and deployed software

Supported Windows 8 and Outlook for email, supporting WebEx and VTC support, for users to conduct meetings around the country

Daily support for Audio-Visual events at 3 different offices in the DC area

Provided technical support with Windows 8 issues, printer issues and provided Active Directory support.Provided support and did troubleshooting for MS Itunes

Provided support for Microsoft Itunes and ITSM.

Provided Deskside technical support to end users.

Provide remote technical support,using Bomgard and Windows remote desktop.

Provided installation for Motorola 2 way radios for staff at the Department of

Education.Provided troubleshooting if needed and had spare 2 way radios available.

SC3 Inc, Alexandria VA (contract) Nov 2017 - Apr 2018

Desktop Engineer

Provided desktop support to users, for hardware support and software installation. Installed new Dell E7470 laptops and removed old E7450 Dell laptops from users, for this deployment

Provided Windows 10 support, working with a team of 5 other technicians

Installed new Windows 10 image on Dell laptops using Image imaging software and installed some applications manually including Office 365, & Cloud software packages.

Installed MS Office 365 and Powershell

Worked closely with Client Engineering team who managed the SCCM and created the new Windows 10 image

Used Microsoft Active Directory daily, adding and deleting computer names and also adding Computer names to different Organization units (OU) and also using other Hybrid groups within Active Director

Used Footprints as a ticketing system and Remedy also, to track and document all Windows 10 trouble tickets, on a daily basi

Unlocked user accounts in Active Directory, gave out temporary passwords and setup new workstations with Windows 10 laptops

Used ServiceNow on a daily basis to track IT issues.Installed and used Sharepoint database,on a daily basis.Provided support for Microsoft Itunes and ITSM.

Setup Motorola 2 way radios and some P25 radios as their replacements.

Provided troubleshooting for the Motorola 2 way radios if necessary.

Akal Global Inc, Espandla, NM (contract) Jun 2017 - Nov 2017

Sr. Desktop Support Engineer

Senior Desktop Support Engineer-Managed 2 different offices in the DC metro area and supported 400 users with Windows and some MAC users

Installed new software new hardware setup inventory of hardware used Active Directory to reset passwords put users in certain groups with Active Directory.Android phone support and MS Office 365 and Powershell support

Used Remedy & ServiceNow and Sworpoint call tracking databases to track document tickets

Provided Security on the in-house servers and installed updated viruses protection for the network for both offices

Setup Apple iPhone and some Blackberry phones

Used Skype & Zoom for mandatory on-line meetings with some users and with my network team,4 times a week.Provided support for Microsoft ITunes and ITSM,on a regular basis.Provided deskside technical support,to end users.

Provided remote end user support,using Bomgard and Windows remote desktop.

Setup Motorola 2 way radios and did troubleshooting if needed.They did not

Have many spre radios available,so we had to keep working.

Precision Technology Inc.-Dept of Education, Washington, DC (contract)

Feb 2017 - June 2017

MAC & Windows Desktop Support Engineer

Mac & Windows Desktop Support Engineer-Supported 8,000 users in 3 different buildings

Installed MAC & Windows desktops and laptop daily

Used Remedy and ServiceNow call tracking databases to track document & close trouble tickets

Setup new Blackberry phones and Apple iPhone

Used SCCM as part of migration of the new management team in the Dept of Ed.

Replaced old hardware and installed new hardware

Performed Windows 10 migration for the new Secretary of Education

Setup 50 new Dell & 35 MAC laptops with Windows 10 software for the new administration

Used ServiceNow daily to track IT Issues

Provided Sharepoint support daily

Provided BMC Remedy support,on a daily basis.

Provided MS Office 365 and Powershell

Support Android and Iphone support also

Supported Mirocsoft Itunes and ITSM.

Provided Technical support to end users.

Provided remote deskside support,using Bomgard and Windows remote desktop.

Alta IT Services/CSRA Headquarters, Falls Church, VA (contract) Sep 2016 – Feb 2017

Desktop Support Technician

Installed new hardware and software

Used Active Directory to open new user accounts and used an EPO server to locate users and install new software

Related to CSRA mission, used Service Now as a ticketing system to track, document and close tickets, daily

Performed imaging of new laptops, using Ghost and setting new users workstations MS Office 365,Android & Iphone support,along with Powershell

Break/fix repair, configuration, upgrades, and installation services for desktop pc's, laptops

IMAC support and install, configure and troubleshoot Windows 7

Used Citrix receiver to assist users and insert new users into the network

Provided Sharepoint support,by installing and troubleshooting issues

Provided daily support of BMC Remedy and its database daily.

Provided technical support to end users.

Provided deskside user remote support,using Bomgard and Windows remote desktop tools.

Latitude Inc./LCG Inc./NIH, Bethesda, MD (contract) Jul 2016 - Sept 2016

Desktop Support Technician

Supported the group NIBBIB, assisting 500 users daily

Provided SCCM support on new Windows 10 migration for National Institutes of Health

Installed hardware, software, and had to check a daily calendar

Provided Audio/Visual equipment setup. This include VPN access, overhead projectors, camera setup and other equipment

Used Service Now as a ticketing system to track, document, and close tickets as they were being resolved

Used Active Directory to place users to assigned groups

Reimaged and put new images on laptops/desktops using Ghost and Casper

Used Sharepoint database daily (installs/troubleshooting)

Used ServiceNow daily to track all IT issues to include work orders and trouble tickets

Citrix receiver was used to plug users into the network and ensure them access

Provided some coding in ServiceNow database (ticketing)

Provided BMC Remedy database support,on a daily basis

Provided support for Microsoft ITunes and ITSM.

Provided technical support for end users.

Provided deskside user support,using Bomgard and Windows remote desktop.

GRSI Inc., Frederick, MD (contract) Nov 2015-Apr 2016

Tier 2 Desktop Support Technician

Provided Computer Specialist

Provided Tier 2 support for all end-users

Utilized & maintained REMEDY tracking system of Support end-user hardware including workstations, printers, faxes, and copiers

Worked with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including individuals who work in the agency, other agencies, or organizations outside the Government) assessed their needs, provided information or assistance, resolved their problems, or satisfied their expectations; knowledge about available products and services; committed to providing quality products and services

Troubleshooting expert with the ability to diagnosed and found solutions for production issues

Offered outstanding team leadership, behavioral management, and conflict resolution skills

Possessed well develop interpersonal skills, ability to motivate and direct others in a supportive, cooperative team environment

Installed, configured and troubleshoot Windows 7

Possessed well developed interpersonal skills and the ability to motivate and direct others in a supportive, cooperative team environment

Generated and maintained records and reports, secured equipment and supplies, and complied with all administrative policies and regulations

Ensured the application of information security information assurance policies, principles and practices in the delivery of all IT services

Provided quarterly server maintenance on Email servers,for Outlook

Installed and used Sharepoint database,on a day to basis

IT support to users at the National Institutes of Health (NIH)

Supported 1,000 users daily installing hardware and software and setup iPhones, Blackberries, iPads and installed different types of software

Used Service Now as my database to track, document & close tickets daily

Worked on Windows computers, Macintosh computers and PC’s as well

Break/fix repair, upgrade services for desktop pc's/laptops

Provided BMC Remedy database support,on a daily basis

Provided MS Office 365,Powershell and Android & Iphone support.

Provided technical support to end users.

Provided deskside remote support,using Bomgard and Windows remote desktop.

Applied Computing Technologies lnc., Springfield, VA Oct 2012 - Oct 2015

Provided IT Support and asset management

Provided hardware and software troubleshooting for both Windows and Mac

Worked with Remedy and ServiceNow ticketing systems for asset management

Provided on-call support as needed

NCI Information Systems, Laurel, MD Feb 2010 – Aug 2012

IT Support Technician

Provided IT Support to Defense Information Systems Agency as a member of the Base Realignment Access Team

Installed printers, scanners and computers

Responsible for logistics support for all new equipment deliveries

Utilized Remedy tracking system to log, track and research user trouble calls

Performed checks on all new computer equipment to ensure proper functionality as well as verifying asset tags, proper computer names and equipment location

TekSystems,Inc Reston, VA (contract) Mar 2009 – Jan 2010

Technical Support Specialist

Installed new hardware/software for Defense Logistics Agency 6,000 users

Setup Blackberry devices and resolved some software problems pertaining to handheld devices

Utilized Remedy database to track and escalate customer issues to respective queues

Troubleshooting expert with the ability to diagnose and find solutions for production issues.Installed and used Sharepoint database,daily.

ServiceNow was used to order parts and complete any type of work order for IT work

Offered outstanding team leadership, behavioral management, and conflict resolution skills.Provided routine maintenance on physical servers

Exceptionally organized and disciplined; possess well developed interpersonal skills and the ability to motivate and direct others in a supportive, cooperative team environment

Generated and maintain records and reports, secure equipment and supplies, and comply with all administrative policies and regulations.

Coordinated requests for system enhancements, reviewing, and approving all associated system documentation

Coordinated the testing and acceptance of new technology, and ensuring that system updates are successfully implemented

Provided technical support for end users.

Provided deskside remote user support,using Bomgard and Windows remote desktop.

EDUCATION & CERTIFICATIONS

A+ certified

Network+ certified

University of Maryland Global Campus

2.5 years at University of Maryland Global Campus

Strayer University, IT Certificate,1 year attended

ICTS Technical School,Alexandria,Va

US Army Communications School,Augusta,Ga

Contact this candidate