Technical Support Web Developer

CHARLES A. CONTEH

* ******* *****, **************, *******

703-***-**** (Cell)

*************@*****.***

Objective:

To obtain a technical support position within an emergent company that can utilize my skills and provide opportunity for technological and personal growth.

Education

AA, Computer Science, Computer Learning Center, 1997

Kei Advanced Training Center, 2002

Certifications

Microsoft A+ Certification

Microsoft MCP Certification

Windows NT)

Certificate of Accomplishment,

CompTIA Security+,

Experience

SAIC Corporation: Mclean, VA

02/2016-Present:

PKI Analyst; assigned to Department of State

Completed proof-of-concept thin-client web framework for enterprise intelligence applications with web developer under extreme deadline

Routinely reviewed training materials and course details to ensure that important updates were included within a reasonable time frame.

Supports the end user PKI development within the Department of State, systems integrity Division.

Developed and managed project plans while providing status updates to management.

Supports DOS on site in the Washington area, and overseas posts as required. Issuing Smart Cards containing PKI Certificates.

Assisting the Foreign Service Institute in the development and review of the PKI/Blade training materials.

Serving as PKI Registration Authority, responsible for creating, recovering and revoking PKI credentials.

Supports the Department of State (DOD) Bureau of the Information Resources Management (IRM) program.

Worked closely with clients for the duration of the projects.

Supports computer users with installation of basic hardware/software and networking components.

Netcentric, Inc; Reston, VA

05/2014-11/2018

Desktop Technician Engineer; assigned to the Secretary of Defense, Joint Service Provider

Perform onsite analysts, diagnosis, and resolution of complex desktop problems for end users and recommended and implement corrective solutions including offsite repair for remote users as needed.

Install, configure test, maintain, monitor, and troubleshoot end-user workstation and related hardware and software

Prepared and presented technical proposals for clients.

Collaborate with LAN technician/network administrators to ensure efficient operation of the company’s desktop computing environment

Provide Tier II help desk support for Joint Chief of staff users along with NMCC (National Military Command Center)

Monitored Remedy queue and assigned tickets to the proper technicians’ groups

Worked with window-based computers (Classified/Unclassified)

Provided immediate support on all IT related hardware, including desktops, laptops, printers, and smartphones.

Provided troubleshooting assistance and support to co-employees and clients when working at the Helpdesk,

Performs imaging of Classified and Unclassified systems

Provided first line support for all IT concerns dealing with hardware, software, enterprise services and applications.

ASD Inc, Alexandria, VA

07/2012-02/2014

Desktop Support Technician, assigned at the Pentagon, Joint Service Provider

Provide Tier II helpdesk support for Joint Chief of Staff users along with NMCC (National Military Command Center)

Maintain and troubleshooting software packages, peripherals, email issues, Internet services, antivirus connectivity.

Provide IT support via phone, and email and in-person

Setup workstations and install software for users

Provide customers with on services and relevant applications

Ability to communicate effectively verbally and writing with individuals and group

Experience working with help request tracking and reporting tools

Troubleshooting hardware and software issues

Responsible to opening trouble tickets for various customers

Answering incoming calls at the Help desk

Technique Solutions, Owings Mills, MD

11/2009-07/2012

Desktop Support Technician, assigned support for Joint Chief of Staff

Troubleshoot network printers, computers, and other peripheral equipment.

Monitored remedy queue and assigned tickets to the proper technicians and/or group

Walks the user through a series of steps to determine problem and classify level, priority and nature of complex problems and systems.

Provide expertise in resolution of technical problems for desktop and remote support of systems to one or more user systems.

Resolves most complex Tier II tickets for specific Department of Defense

Continually build knowledge of computer hardware and software as well as networking systems in use at customer sites.

Utilize Active Directory and Systems Management Server application to provide administrative and remote access support to resolve PC and application issues.

Use Knowledge base experience to resolve and escalate incidents in accordance with Service Level Agreements and program Policy.

Provide email and phone support for over ten different applications for the Department of Defense.

Evaluate team workflow process and recommend/implement improvement.

Perform troubleshooting and problem resolution and communicate resolutions to the customer.

Responds to end user calls as a first line of technical support, gathering information to resolve the issues, and assisting others in the resolution or the problem.

Maintain an up-to-date inventory of all IT assets.

BAE Systems, Herndon, VA

07/1997-11/2009

Computer Technician, assigned to the Department of Treasury

Configured computer, printers, and other peripheral equipment to the network.

Provide on-site technical support services to the U.S Department of the Treasury’s departmental offices end users community.

Provide troubleshooting for software applications request through email and calls.

Performed site surveys for incoming and pre-exits clients.

Support and respond to on-site and network client’s requests such as Toner replacement, laptop and desktop issue and printer and computer Installations

Participated in the migration and deployment of Windows 2000 professional and Windows XP.

Used Remedy application for tracking and resolving user’s request issues.

Installed and configured blackberry for VIP users.

Analyze, evaluate and test software and hardware problems.

Data Business Systems, Fairfax, VA

08/1998-03/1997

Senior Computer field Technician

Kept all equipment running by paying close attention to signs of issues and completing quality repairs

Trained operators on SharePoint inventory management system software and radio device protocol.

Performed setup and daily troubleshooting of customers computers

Installed and support printers and performed daily maintenance operations

Support Positouch and Retailpro software on the client systems.

Installed and setup Novell 3.1x, windows 95 and windows workgroup for several business client.

Maintained and install desktop PC’s, laptops, and notepads.

Installed memory, Ethernet cards and setup all network printers.

Maintain records and shipment of all computers, laptops, and all other Assets.

Installed, pull and terminate network cable, including twisted pair and fiber optic cables.

Assembled, setup, configured, maintained and troubleshoot all customer computers systems.

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