Reginald A. Miles

**** ***** *** ********, ** ***46

P#: (202)-731-7493E-mail: ad29je@r.postjobfree.com

Objective: A progressive and responsible position as an Tier 1 Help Desk Specialist where experience, education and proven abilities will have valuable applications.

Education:

Career Technical Institute – Washington, DC 9/2000 to 8/2001 – (Computer Network & Support Certification Program A+ Certification.)

Central Sr. High School – Capitol Heights, MD 8/1976 to 6/1979 – (General Education received Maryland State High School Diploma)

Employment:

ACRO Service Corporation - 39209, W. Six Mile Road. • Suite 250 • Livonia, MI • 48152 – (Contractor) Washington Suburban Sanitation Commission 14501 Sweitzer Lane, Laurel, MD 20707 – (Work Site) – 10/2021 – Present - A/V Support Technician II

Responsibilities:

Responsible for setup, running, and take down of audio/visual (A/V) equipment used throughout the building.

Provided technical assistance and support throughout the building, along with technical assistance and support during events as requested or as needed.

Familiarity with the building, its equipment, policies, programs, and services and the day-to-day schedule of events.

Provide in-person and virtual audio/video and IT support for live events and the enterprise real-time collaboration tools (i.e. Skype for Business, Zoom for Government, Microsoft Teams, traditional videoconferencing – Granicus preferred, etc.).

Ensure setup and put away of A/V equipment is completed for all events. Make sure A/V closets are kept in order. Respond to requests from the Audio-Visual Manager, Event Planning Director, and Stream Production

manager. Read and interpret room diagrams.

Inspect rooms for damage, cleanliness, and document issues to be addressed. Submit documentation to supervisor.

Reading and interpreting room diagrams with respect to A/V setups. Setup A/V equipment for meetings and various functions around the building.

Troubleshooting A/V equipment when there are technical questions or problems related to A/V equipment and identifying appropriate solutions.

Serve as on-sight A/V support for events that take place in the auditorium. Crestron Cetrtified.

Provide basic instruction on the operation of A/V equipment to customers as necessary.

Clean and maintain equipment, report damages to the Audio-Visual Manager.

Assist with room setups and teardowns, as necessary. Attend A/V staff meetings and training sessions.

Coordinates with clients on placement, integration, and ensures functionality of projectors, lighting, microphones, sound mixing, recording and video-conferencing equipment for live events and meetings.

Able to work independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job.

Develop and document technical processes and procedures as needed.

Travel to various job sites around the DMV area depending on day-to-day operations. Other duties as assigned.

The Midtown Group - Washington, DC- US House Representatives - Office of the Chief Administrative Officer - 10/20 to 10/21 - Technical Solutions Engineer:

Responsibilities:

Perform in a Technology Service Desk environment that assists House offices in installing and using House supported software, including messaging client software, word processors, web browsers, anti-virus software, and HIR-developed applications and remote access RSA SecurID, VPN access.

Provide front line phone, Live Chat, and Remote Desktop support using the BOMGAR software, also resolved requests via on-site visit(s).

Provide support for application software installation and use.

Provide Mobile Device Support, Android, iOS, Blackberry Devices

Assist in developing user documentation/installation procedures.

Assist in providing technical assistance ranging from system information and/or documentation to system configuration and problem resolution.

Serve as the clearinghouse for posting “Alert” Notifications via Voice Mail, the House WEB Page, Usenet News Groups, and e-mail.

Maintain the knowledge base for all House Supported Software and a working knowledge of hardware and communication products.

Apt to learn and maintain knowledge of all House support software, Cloud base software products, and HIR Policies.

Willing to participate in HIR projects and initiatives for House customers.

Provide consulting support to the Technical Support Representatives (TSRs) and other HIR personnel.

Serve as a resource for solving user problems requiring an advanced level of technician support.

Serve as the technical resource and solution-provider for the Technical Support Representatives (TSRs).

Work closely with other HIR groups to support current technology.

Interact with other HIR groups as appropriate to efficiently respond to user requests/problems. Partners with vendors to identify and resolve problems. Confer with senior engineering staff to resolve problems that are more complex.

Front line troubleshooting of Avaya desk phones. Able to set up and issue basic and licensed accounts in Zoom and WebEx, monitoring meetings in both Zoom and WebEx.

Troubleshoot all issues (i.e. microphone, video and simple user issues. Thorough understanding of Skype; and video editing experience.

Perform other official duties as assigned.

Optimal Solutions and Technologies (OST, Inc.) -McLean, VA. - Federal Emergency Management Agency-FEMA Contract: -– 5/2019 to 10/20 – Help Desk Technician:

Responsibilities:

Traveled throughout the US to establish FRO offices (Flood Response Office) established to provide a local NFIP presence and base of operations during a flood event.

Served as first point of contact for customers seeking technical assistance over the phone, via email or in person, performing tier I/II resolutions.

Perform remote troubleshooting through diagnostic techniques and pertinent questions determine the best solution based on the issue and details provided by customers with the use of Service Now.

Have public trust security clearance since 2019.

Experience with WIN10 migration to Laptops, Desktops, and Iphone6/8 and MDM Mobile Device Management.

Experience supporting Adobe, virtual conferencing software, VPN software, and remote assistance tools. Issuing and administering of RSA tokens and Airwatch mobile devices.

Provide accurate information on IT products or services. Walk the customer through the problem-solving process.

Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.

Record events and problems and their resolution in logs, Develop, updates and maintains support documentation. Creation and update of service tickets for all request in compliance with Help Desk processes and procedures.

Develops requirements for complex process or system solutions within assigned business domain(s) by interfacing stakeholders and appropriate IT teams (for example, Solutions Delivery, Infrastructure, Enterprise Architecture) and leading junior team members in the development process as appropriate. Problem-solving/active listening skills and service-oriented, time and task management.

Experience with applications analysis and data security and testing.

Knowledge of data storage and data recovery. Superior working knowledge of computer systems. Exceptional technical expertise.

Leverages multiple business requirements gathering methodologies to identify business, functional, and non-functional requirements (for example, SMART) across multiple business domains.

Follow-up and update customer status and information, pass on any feedback or suggestions by customers to the appropriate internal team identify and suggest possible improvements on procedures.

Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.

Direct unresolved issues to the next level of support personnel such as tier III or Network level technicians. Provided end-user training, On-boarding set-up, and Off- Boarding duties.

Set-up and shipment of IT equipment dedicated for natural disaster emergency responses throughout the USA.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN).

Conduct periodic inventory and auditing of all FEMA IT assets, Experience running reports to determine malfunctions and/or fraudulent activities that may continue to occur using various Microsoft security and maintenance software.

Experience with server installation with-in a cage, running cabling Cat5/5e, equipment reboots and hard drive replacements.

Experience utilizing and maintaining agency phone system with use of Callxpress and Mitel VOIP phone Server Manager and MiCollab remote services console, also experience with Polycom phone systems and Avaya VOIP system, installing new phone devices running and install IP phone cabling and ports along with configuring and troubleshooting end user issues.

Experience working in and troubleshooting in the Citrix environment. Experience with ORA system network card replacement.

Working knowledge of Active Directory permissions and configuration. Microsoft Office (Windows, Word, Excel, Access, PowerPoint, Visio, Outlook)

Knowledgeable and experienced with Microsoft desktop operating systems Win10 Share Point Office 365 and SCCM Imaging.

Knowledge of remote support tools and platforms: (Microsoft Lync, BomGar, TeamViewer, etc.). Experience with Remedy BMC ticketing system, Service Management.

PC setups, swaps, deployments, and replacements. This includes following our documented imaging process using SCCM configurations as well as software installation and installing the computer

Deploying, installing, and configuring PCs, printers, mobile devices, and other peripheral equipment

Troubleshoot and deployment of citrix receiver and experience working in the Citrix environment.

Provide high quality, responsive Tier 1 incident management. Deploy new hardware and software, leveraging automated processes established

Based on aligned business priorities, focus on continuous improvement and provide world class customer service

Work closely to create documentation as required and follow standard operating procedures

Perform basic Active Directory functions including joining systems to the domain and password resets. Technical understanding of AV and IT systems.

Responsible for the set-up and testing of AV equipment, including but not limited to, overhead projectors, microphones, public address system, podiums, lighting, cameras, editing and duplicating system, etc., perform regular equipment maintenance and minor repair.

Account for inventory of A/V equipment before and after each event; assist with security procedures, monthly and quarterly inventory, and forecasting equipment needs, also scheduled productions, purchased new equipment, and monitor existing inventory.

United States Postal Services Office of the Inspector General – Arlington, VA – 7/2017 to 5/2019- IT Service Desk Specialist:

Responsibilities:

Serve as the first point of contact for customers seeking technical assistance over the phone or email, Customer-oriented with the use of

Cherwell Service Management remote services.

Polite and communicative, Active listener, Able to maintain confidentiality, Knowledgeable of company products and services

Perform remote troubleshooting through diagnostic techniques and pertinent questions.

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process, Direct unresolved issues to the next level of support personnel

Provide accurate information on IT products or services, Record events and problems and their resolution in logs

Follow-up and update customer status and information, Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures. Deployment of Hardware and Software.

New Hire setup in Active Directory. Terminations/Separations of existing. 10+ years of Active Directory experience.

Experience with assigning end-users to various distribution and security groups, along with user and published application groups.

Experience configuring and troubleshooting mobile devices with the use of RSA Secure token both Hard and Soft tokens and the use of Air Watch to manage the devices.

Identification of network issues with escalation to higher tier if outside the scope of expertise.

Work with manage services and other vendors’ helpdesk personnel to coordinate special projects.

Training of end users on assigned hardware, GOTS and COTS software. Also experience working in a citrix environment.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN).

Creation and update of service tickets for all request in compliance with Help Desk processes and procedures

Conduct periodic inventory and auditing of user IT assets, Experience running reports to determine malfunctions and/or fraudulent activities that may continue to occur using various Microsoft security and maintenance software...

Experience with server installation with-in a cage, running cabling Cat5/5e, equipment reboots and hard drive replacements.

Experience utilizing and maintaining agency phone system with use of Callxpress and Mitel VOIP phone Server Manager and MiCollab remote services console. Experience working in the Citrix environment.

Acted as primary individual responsible for the operation of integrated Audio and Video (AV) systems in a conference center, set up and breakdown equipment for video and audio conferencing. Technical understanding of AV and IT systems.

Test and set-up AV equipment, including but not limited to, overhead projectors, microphones, public address system, podiums, lighting, cameras, editing and duplicating system, etc., perform regular equipment maintenance and minor repair.

Account for inventory of A/V equipment before and after each event; assist with security procedures, monthly and quarterly inventory, and forecasting equipment needs

Experience with MDM software experience with desktop remote control tools and Windows 10,

Experience deploying, troubleshooting, and using Windows 7/8/10.and iOS, MS Office 2016, Adobe Acrobat, WebEx, Office 365 suite -Outlook-Share Point, Yammer-Calendar-Planner-Staff Hub phone mobile devices, Box, Centricity healthcare IT software. Other applications such as MS-Teams, Skype for Business and MS-OneDrive.

Experience with WIN10 migration to Laptops, Desktops, and Iphone6/8 and MDM Mobile Device Management.

The Neurology Center – Silver Spring, MD - 8/2005 to 7/2017–IT Support Specialist:

Responsibilities:

Provided teir-1/2 support specialist, performing 70% remote assistance and 30% face-to-face support with the use of Kaseya,

Wyse device manager, BMC remedy Samanage, Windows Remote Desktop Connection, and Cherwell Service Management remote services.

Monitor and support the ticket queue, provide resolution for escalated service tickets, escalates support tickets to the proper support groups,

work with clients to evaluate and solve technical problems.

Troubleshooting and repair of end-user systems to include citrix receiver, laptops, desktop workstations, iPhones, printers, to include activation of warranty or maintenance support as available. Evaluates systems and user needs to analyze, design, recommend, and implement system changes.

Troubleshoots network performance. Recommends upgrades, patches, and new applications and equipment.

Experience deploying, troubleshooting, and using Windows 7/8/10.Windows 365-Outlook-Yammer-Calendar-Planner-StaffHub phone mobile devices, Box, Centricity healthcare IT software. Other applications such as Teams, Skype MS-OneDrive. Office 365 suite.

Experience with WIN server 2008/2012. Setup necessary patches/patch management.

Experience with deployment and configuration of Cisco Wi-Fi access point devices, Cisco Switches and Routers, and various other Wi-Fi routers.

Performed various support services and laptop/workstation set-ups and deployments. Hardware installation, COTS software installation/upgrades, configuration, and training of end users.

Acted as audiovisual manger where responsibilities included but not limited to the overseeing of three employees, as well as the audio video technology used for conferences, meetings, seminars, lectures, and events. Performed inventory management and asset tracking duties.

Configures and support internal and/or external networks. Develop and maintains all systems, applications, security, and network configurations

Experience with in the assignment of permissions to shared folders, servers and workstation administrator groups.

Experience with Active Directory management as well as Microsoft Exchange accounts. Also experience working in a citrix environment.

Experience with the Installation of remote backup software, scheduled and devised backup images of workstations and folder(s)

Monitored workstation image backups on a daily basis. Creation of drive space on backup servers when needed. Re-image workstations with reinstalling necessary peripheral devices when needed and patch management of workstations.

Experience with assigning end-users to various distribution and security groups, along with user and published application groups.

Identification of network issues with escalation to higher tier if outside the scope of expertise.

Work with manage services and other vendors’ helpdesk personnel to coordinate special projects.

Training of end users on assigned hardware and COTS software

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN).

Creation and update of service tickets for all request in compliance with Help Desk processes and procedures

Conduct periodic inventory and auditing of user IT assets

Experience working in the Citrix environment.

Experience running reports to determine malfunctions and/or fraudulent activities that may continue to occur using various Microsoft security and maintenance software...

Experience with server installation with-in a cage, running cabling Cat5/5e, equipment reboots and hard drive replacements.

Experience utilizing and maintaining agency phone system with use of Callxpress and Mitel VOIP phone Server Manager and MiCollab remote services console.

Act as primary individual responsible for the operation of integrated Audio and Video (AV) systems in a conference center, set up and breakdown equipment for video and audio conferencing. Experience with Polycom, Cisco and Yealink systems.

Test and set-up AV equipment, including but not limited to, overhead projectors, microphones, public address system, podiums, lighting, cameras, editing and duplicating system, etc., perform regular equipment maintenance and minor repair.

Account for inventory of A/V equipment before and after each event; assist with security procedures, monthly and quarterly inventory, and forecasting equipment needs.

United States Patent and Trademark Office (USPTO) – Alexandria, Va. - 12/2017 to 2/2018 – PT- Help Desk Technician Tier I/II:

IT Certifications: CompTIA A+. Audio Visual Certifications: CTI-CCT Crestron Certification

Additional Information: Excellent customer service skills with a desire to get the task completed. Proficiency in MS-Office Suite, MS Office 365 Skype for Business, troubleshooting network issues, hardware/software support, Active Directory or Net IQ (on boarding and off boarding /achieving accounts), troubleshooting Outlook and exchange email server issues. Also experience with Windows 7/8/10 operating systems, understanding of change and configuration management principles and adherence to strict guidelines and policy set forth by customer. Posse professional skills including superior interpersonal communications (oral and written), patience, an ability to convert technical jargon into layman's terms, and the ability to juggle priorities on-the-fly developing and adhering to standard operating procedures. Knowledge of audio-visual equipment. Knowledge of computers, presentation software and A/V equipment. Setup and maintain functionality of virtual conferencing software and platforms. Crestron certified. Ability to lift equipment weighing up to 50 pounds. Interest in learning technology related skills. Positive customer-oriented attitude and professional image. Ability to Task ownership and follow-through to completion. Experience with tracking assets, inventory, and replacements, reporting damages, maintaining surplus report, damages, theft, maintenance and memory upgrades. Responsible for bi-weekly/monthly status reports, generating policies and procedures, barcodes, agency identification stickers applied to distributed equipment and spare accessories. Served as a liaison between internal or external customers, on behalf of the IT Department as requested or specified. Assists in the development of administrative and technical assistance policies and in analyzing and seeking solutions to problems.

Mr. Reginald A. Miles

5104 Barto Ave

Suitland, MD 20746

Phone #: 202- 731 - 7493

E-mail: ad29je@r.postjobfree.com

Dear Sir/Madam,

Regarding the AV/ IT Support Specialist position you are currently recruiting for, please find attached a copy of my resume for your consideration. Having worked within the industry for over 14yrs., I have developed a wide range of skills that would meet, and exceed the expectations for the role. In my present role as an IT Support Specialist for The Neurology center, I have had many achievements, including: Training of new employees as they integrate into the network, Training of current employees as the agency migrates to new software and or peripheral devices. Met deadlines consistently, integrated extremely complex system(s) for the company. My ability to work in the areas of networking, operating systems, servers and LAN/WAN technologies environment, along with many other skills that enhances the IT departments overall productivity would be a good asset to the agencies IT mission. I bring great customer service skills and dependability.

I would relish the opportunity to bring this level of success to your company. If you would like to get in touch to discuss my application and to arrange an interview, you can contact me via phone: 202-***-**** and/or email: ad29je@r.postjobfree.com

I look forward to hearing from you soon.

Yours sincerely,

Reginald Miles

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