DARRYL WRIGHT

Atlanta, GA Phone: 770-***-**** ad27gt@r.postjobfree.com

TECHNICAL SUPPORT SPECIALIST

Experienced technology support specialist and master troubleshooter offering excellent customer service and communication skills, strong analytical and troubleshooting skills as well as active secret security clearance

EXPERIENCE

NTT Data Services Federal Government Inc. supporting Center for Disease Control, Atlanta, Georgia February 2012 – Present

Lead, engineer technician - Level 5 (Contractor)

Provide 24/7 tier 3 level software and system troubleshooting support to CDC employees and contractors.

oMonitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools and techniques.

oOversee basic production support issues including file import errors.

oSupport overseas CDC staff members by ensuring all communication and network devices are operational.

oManage 2000+ mobile devices accounts on iOS and Android platform.

oCreate new user accounts and conduct password resets in Active Directory

oAssist with remote access through VPN and CITGO using CITRIX Receiver and ZScaler.

oIssue RSA (KEYFOB) tokens for PKI support and provide temporary emergency soft tokens.

oCreate/modify/disable user accounts on RSA server.

oMake certificates available for use via MS windows after uploading new digital certificates through Active client.

oInstall and update new software.

Provide training to end-users and all new service center employees in CDC tech support procedures and requirements.

Provide guidance and work leadership to less experienced technicians.

Participate in special projects as required.

Atlanta Public Schools, Atlanta, Georgia February 2010 – February 2012

Helpdesk Analyst II/HDI Certified Support Center Analyst (Contractor)

Assisted with internal help desk functions including application setup, connectivity issues, and product training.

Provided basic production support related to current standard PC hardware platforms and software for Atlanta Public School units.

Perform password resets and resolve access and network connectivity issues.

Utilize Help Desk and Change Management software and tools to receive, assign, monitor, handle, close, and report end-user problems and requests.

Support remote users, VPN, and remote desktop using LOGMEIN.

Interface Americas - Information Services, LaGrange, Georgia May 2007 – February 2010

Service Desk Analyst

Provide basic production support related to current standard PC hardware platforms and software for Interface Americas business units.

Manage and resolve AS400 Application issues for users with id, profile, job, job queue, device, printer and print queue problems.

Support BlackBerry and administrative tasks in JD Edwards E1

Facilitate daily operations meetings.

Process all IS Service Request and MAC move/add/changes, assign appropriate approvers and task to be completed by 2nd level Support groups.

Train all new Help Desk Analysts on Interface Service Desk policies and procedures

TECHNOLOGY PROFICIENCY

Windows 10 Microsoft Windows Operating Systems Microsoft Office Suite’s 0365 and 2016 Active Directory Ghost Norton Symantec Imaging Software SDT Info v2.5 for SCCM 2012 Clients SMS and LANDesk Management remote tools AS/400 and IBM Mainframe Remedy Peregrine HP Service Center BlackBerry Enterprise support and XenMobile and MS Intune Administration Service, Android, and iOS mobile devices VPN RSA Secure ID Key Fob support Citrix Virtual Environment

MILITARY

United States Air Force July 1983 – July 1996

Telecommunications operations / Computer operations specialist / Military Intelligence

EDUCATION

Community College of the Air Force / United States Air Force Technical School certification in Systems Engineering and Architectures as well as Data Management, 1986

Contact this candidate