Help Desk Technical Support

Javaus Terry

PROFESSIONAL PROFILE

I am seeking a position in which I can utilize my current skills. A motivated, dependable, and a resourceful IT technician, whom possesses a strong work ethic and a variety of operational skills. Authorized to work in the US for any employer

Public trust obtained

SKILLS & KNOWLEDGE

Help Desk

Microsoft Windows

Active Directory

Operating Systems

Service Technician Experience

Desktop Support

VPN

LAN

Firewall

VoIP

Network Support

DHCP

Technical Support

Software Troubleshooting

WAN

Troubleshooting

DNS

HVAC

Blueprint reading

Driving

Customer service

Analysis skills

IT

Remedy

VMWare

Active Directory

VPN

Computer networking

IT support

Mac OS

iOS

Operating systems

Help desk

Remote access software

Computer hardware

Windows

ServiceNow

LAN

Mobile devices

VoIP

Network installation

IT service management

Certifications and Licenses

CompTIA Security+ MCTS

EPA Certification

Education

High School Diploma Freedom Highschool - Woodbridge, VA

PROFESSIONAL EXPERIENCE

Prime October 2023 to Present

IT Technician

Utilizes Active Directory for account information password resets and unlock accounts Utilization of service now for ticket creation and closing

Works with Dell systems Install new software

Maintains hardware and software inventory Identifies hardware and software problems Repairs or replaces damaged hardware Upgrades systems to enable compatible software Installs pc hardware

Troubleshoots network connectivity issues

Apex Systems - Woodbridge, VA July 2023 to September 2023

Deskside Support Technician

Assisted in IPad or IPhone network issues, OS updates, password resets and application issues

Utilized service now for ticket creation, ticket lookup and completion

Provided service and customer support during field visits or dispatches including but no limited to Microsoft office 365, Epic, and Bomgar

Managed most on site installation, repair, maintenance and test tasks

Diagnosed errors or technical problems

Managed hard and soft break fix services

Utilized Microsoft office 365

Installed print drives, sets up printers and PC’s in old and newer offices for doctors and nurses

Troubleshooted network connectivity from the phone lines,PCs, printers, and scanners to ensure all devices are on the network

Migrated Windows 7 to Windows 10

FDIC, Federal Deposit Insurance Corporation - Arlington, VA October 2022 to July 2023

Tier 2 Technical Support

Assisted in FDIC issued IPhones dealing with network issues, OS updates, password resets and application issues

Utilized ServiceNow for ticket creation, ticket finding, and ticket closing

Provided technical support to users for computer-related technical problems

Answered help desk telephones for assigned account(s) and responds to customer inquiries

Assisted customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems.

Resolved and/or referred more complex technical problems through a defined escalation process.

Logged and tracked inquiries using a problem management database and maintains history records and related problem documentation.

Identified, evaluated, and prioritized customer problems and complaints to ensure that inquiries are resolved appropriately.

Used PKI Symantec for token certification renewal and to create new tokens and unlock tokens for clients within the network

Used reflections to unlock suspended ACF2 accounts through VMware and for password resets

Used Active Directory for password resets, account extensions, to locate clients in the system as an Administrator and also to create passwords for new clients.

Troubleshoot VPN connectivity issues within Global Protect to allow clients to regain access to the FDIC network

Field Service Technician CompuCom - Woodbridge, VA January 2022 to September 2022

Provided technical support for our clients, Home Depot, target, 7-elevens, and doctors offices.

Supported the client's IT/Data problem tasks, provide prompt action, and deliver support and resolution for daily technical requirements

Documented tracking, and monitoring issues, provides notes and feedback as well as making in-field decisions for a positive result

Managed triage, troubleshooting, and resolution to client scope on IT equipment

Documented efforts, issues, and resolutions, close cases/tickets daily

Utilized ticketing system (Asure) for ticket creation, completion, detailed documentation of clients resolved tickets

Repaired or replaced printers,servers, and POS devices

Troubleshoot network connectivity from PCs, printers, servers, and POS devices to ensure all devices are connected to their companies network

Win10 Desktop Field Technician Apex Systems - Virginia, Free State January 2021 to December 2021

Utilized service now for ticket creation, ticket lookup and completion

Provided service and customer support during field visits or dispatches including but no limited to Microsoft office 365, Epic, and Bomgar

Managed most on site installation, repair, maintenance and test tasks

Diagnosed errors or technical problems

Managed hard and soft break fix services

Utilized Microsoft office 365

Installed print drives, sets up printers and PC’s in old and newer offices for doctors and nurses

Troubleshooted network connectivity from the phone lines,PCs, printers, and scanners to ensure all devices are on the network

Amazon - Manassas, VA February 2020 to December 2020

Data Center Security Installation Technician

Utilized remedy to troubleshoot and respond to user related incidents

Assisted technicians in software management, upgrades, and troubleshoot.

Managed user and computer accounts through Active Directory

Installed RTD devices for maximum security of the servers in the data center

Documented all data into excel sheet for completion of every registered device and every unregistered device

It Student/ Intern Urban Ed - Washington, DC January 2019 to June 2019

Learned how to utilize ticketing system

Assisted with software installs

Assisted in printer issues.

Studied the physical components of PCs and laptops

Broke down, and learned how to rebuild PCs

Learned how to troubleshoot network connectivity issues

Learned how to utilize AD

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