Professional Summary

Skills

Experience

DeJuan Jones

240-***-**** ad2i1l@r.postjobfree.com Rockville, MD 20850 Talented computer user support team member with excellent record diagnosing and resolving issues. Knowledgeable in hardware, software and peripheral devices. Satisfy users with fast, expert service. Office 365 Virtual Private Network

(VPN)Laptops

• Installation of specialty software

which is not already packaged in

SCCM

• Removal of devices from the network

as directed by Security

•

Deskside support for any user where a

ticket has been dispatched from the

Service Desk or identified by the

on-site user base

• Break/Fix support for government

provided end-user computer devices,

such as replacing hard drives or

batteries which fail

• • Service Now

• Active Directory Microsoft Exchange • Printer Support Computer Hardware • Technical Support Zendesk Microsoft Office/365 Windows and

Customer Communication and

Empathy

• • Problem-solving Troubleshooting • Documentation Problem-Solving Technical proficiency Time

Management

• Technical Troubleshooting Analytical

Thinking

• • IT Security

• End-User Support • Issue Resolution • Troubleshooting and Diagnostics

• Performance Enhancement • Customer Service • Hardware Installation

• Remote Support • Software Installation • Friendly and Patient

• SCCM • Mapping • Desktop imaging (MDT,LTI,ZTI)

• Microsoft Outlook • Windows 10

Desktop Support Engineer September 2023 - Current

Peraton/Active Public Trust clearance, Washington, DC

• Install, upgrade, support, and troubleshoot Windows OS, authorized desktop applications, hardware, and peripheral equipment

• Coordinate and execute preventative maintenance and remedial repairs on computers, laptops, printers, and peripherals Return defective equipment to maintenance inventory, document customer repairs, and maintain and restock parts inventory to maintain spare parts levels

•

Monitor, operate, manage, troubleshoot, and restore service to terminal service clients, PCs, or notebooks with authorized access to the network.

•

Desktop Support Analyst August 2021 - February 2023 Office of the Chief Technology Officer DC, Washington, DC

• Installed, configured and repaired users' hardware, devices and networking systems

• Collaborated with team members to efficiently manage and maintain organization's desktop computing environment

• Created technical documentation and manuals for future technical support use to keep team consistent and efficient

• Answered user inquiries regarding computer software or hardware operation to resolve problems

• Collaborated with staff, users and management to establish requirements for new systems or modifications. Education

Senior Member Support Representative June 2021 - August 2023 ID.me, McLean, Va

Assists members with troubleshooting their verification attempts when verifying for state organizations, Internal Revenue Service, Treasury, Veterans Affairs, Social Security Administration, etc

•

Communicating effortlessly via Zendesk to members to assist them during their identity verification process, or any irregularities/errors found on their accounts

•

• Submitting Jira to have accounts properly updated on behalf of the system and the member

• Expertise in Written and verbal communication skills

• Demonstrates the ability to monitor and evaluate Quality and performance

• Management in one own chat and completed video calls with the Ability to work in a high-paced environment. Unemployment Claims Adjudicator November 2020 - August 2021 Alorica, Gaithersburg, MD

Examined & maintained a wide range of unemployment compensation accounts/cases /applications & responded to multiple customer inquiries from a variety of sources

•

Promoted to adjudicator for adjudication of unemployment claims involving eligibility of unemployment benefits for disputed

(protested) claims

•

Reviewed unemployment claims against program eligibility requirements by comparing claims to state and federal guidelines regarding the program

•

• Lead unemployment compensation hearings for disputing parties regarding eligibility. Pest Control Supervisor April 2013 - November 2020 Ehrlich, Springfield, VA

• Walked building perimeters and property to spot various pest issues, including spiders, mice, and moles

• Completed service tickets and accounted for time and materials to fully document pest control jobs

• Contacted customers to schedule service appointments and respond to any problems

• Advised customers on actions, products, and services to eliminate and prevent different types of pests

• Cross-sold services for increased business revenue, such as termite and mouse protection

• Met with customers to explain services, inquire about existing problems, and optimize pest control plans

• Cleared out debris such as webs and rodent nests from the inside and outside of each building

• Detected property damage and educated customers about correcting their issues and preventing reoccurrence. Administrative Assistant November 2007 - April 2013 Airport Terminal Services, Washington, DC

• Clean and sanitize tools and work environment

• Schedule client appointments and accept payments

• Advise clients on nail care and use of products and colors

• Maintain supply inventories and records of client services

• Promote and sell nail care products

Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments

•

• Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations

• Schedule appointments and maintain and update appointment calendars

• Keep a current record of staff members' whereabouts and availability

• Perform duties, such as taking care of plants or straightening magazines to maintain lobby or reception area. Master of Science: Cyber Security - University of Maryland Global Campus, Largo, MD May 2024 Bachelor of Science: Computer Science - Southern New Hampshire University, hooksett, New Hampshire May 2019

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