Thomasine Stovall

**** ******** ******

Frederick Maryland, 21703

240-***-****

ad4rh6@r.postjobfree.com

TECHNICAL SUMMARY

Over ten years of experience in resolving PC hardware and software problems for business users. Concisely alert to issues faced by clients and take the initiative to remove, resolve, or mitigate problems before widespread impact to the organization.

Effective communicator with interpersonal skills developed through years of customer related interaction. Capable of effectively communicating and resolving user issues either face-to-face or remotely.

Expert with installing, configuring, and troubleshooting Windows 10 and Win7 in various environments to ensure user resolution.

Lead technical representative in numerous network expansion projects including PC’s and Notebooks in preparation for organizational expansion and software upgrades.

Expert in analyzing, troubleshooting, mitigating, and resolving network issues via physical interaction with users or via remote communication in remotely in large, diverse, and complex network environments.

Proficient in resolving hardware and software issues with Microsoft and Apple computing and products.

Man Power - The College Board Helpdesk Analyst 07/06/2021 - Current

Provide remote support for approximately 1700 users via Bomgar

Log all incidents, update and close and via Service Now ticketing system

Provision and rebuild MacOS for Jamf

Reset and update user’s accounts via ADM

Backup and restore data via Druva

Run scripts via PowerShell

Rebuild Windows devices via Auto Pilot

Proficient with Multi Factor Authentication

Migrate AirWatch to Intune

Proficient with Microsoft Teams

SAIC… Office of Inspector General …Helpdesk Specialist

05/2020 – 1/2021 Reston, VA

Provides remote support to VIP’s for network and desktop hardware and software problems.

Provides Deskside and phone support

Address and resolve basic incidents and requests.

Logs all incidents and requests via Service Now

Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.

Communicate with network and software engineers to restore outages

Image and configure Dell and HP laptops for VIP’s specifications

Vision Technologies… Tier 11 Helpdesk Lead/ Desktop Engineer

07/2019 –12/2019 Hunt Valley, MD

Responsible for installing, configuring, and troubleshooting Microsoft Exchange and Office 365 via remote

Responsible for working closely with the (SAM) to ensure resolution of incidents created and managed within the SLA in accordance with the client service levels.

Responsible for overseeing issues resolved with best the ITIL practices.

Responsible for desktop, network, and application support for local and remote users.

Build and deploy 10zig VDI’s with dual monitor setups for end users.

Responsible for desktop, laptop imaging and configuration of Bit locker

Deploy software via LANDesk and use helpdesk tools like Service Now and Slack to track and monitor request for support.

Use remote tools such as TeamViewer, Remote Desktop, and LANDesk for remote access support.

Manage user accounts via Active Directory

Install and configure Office 365

Add desktops and laptops to CyberArk in preparation of adding systems to the domain

NIH /ICF International… Network Operations Specialist

09/16 – 4/2019 Fair Fax, VA

Responsible for day to day operations of the data center including facilities and infrastructure.

Performed diagnostics analysis of cooling units (CRAC/CRAH ) including troubleshooting via phone with the factory representatives to assure the units were operating correctly.

Interfaced with in row cooling units either remotely or locally with display interface to make sure the units were functioning properly.

Use monitoring tools such as Nagios, Big Brother, OpenNMS, Keynote, ISX Central to monitor network and IT infrastructure

Use Optical Time- Domain Reflectometer (OTDR) to locate faults and analyzed test results for daily work reports.

Reset, Unlock, and added computers to the domain via Active Directory

Administered and configured office 365 to end users’ specifications

Installed and configured Cisco Any Connect, Pulse and Citrix for VPN connection.

Configured and monitored AWS cloud services

Diagnose and resolve client issues using ITIL best practices

Clinical Research Management…Desktop Support Engineer

05/2012 to 06/2016 Hinckley,Ohio

Provide technical support for laptops desktops, and macs to an institution with over 1,300 users in a medical and laboratory setting.

Responded directly to and assisted the CIO with resolving computer, software, or user related issues impacting the institution.

Selected by the CIO for special assignments supporting the institution and recognized by executive leadership with awards and bonuses for my positive contribution to my customers and peers.

Trained users as well as technical staff with resolving computer related issues.

Responsible for imaging Windows 7 pc's and desktops for institution sustainment and network expansion.

Assisted users with resolving computer or software related issues in both CONUS & OCONUS environments.

Deploy, setup, configure Outlook 2007 and transfer user’s data to new pc for archival purposes.

Utilized special software to remote into users’ PCs and laptops to improve trouble resolution time for customers.

Install and configure Cisco VPN, to assist users with remote network access.

Create and update tickets in Remedy ticketing system to resolve user related issues.

Utilized Active Directory to resolve or prevent user downtime.

Install printers via IP address to ensure secure performance.

Update drivers for pc and laptops to ensure usability and functionality.

Experience installing and configuring Windows based applications using a software distribution tool SCCM

Experience with Microsoft Desktop OS (Windows 7-10), Microsoft Office 2016 and O365, and PC Hardware troubleshooting

First Energy…. Desktop Support Lead (Contact)

01/2012 to02/2012 Frederick, MD

Responsible for imaging of HP Elite Notebooks and Hp Compact pc’s

Configure Windows 7 and supporting software packages

Setup and configure blackberries on Black Berry server

Responsible for wiping hard drives

Provide remote assistance to end users via PCAnywhere

Setup Cisco VPN Client

Reset passwords through Active Directory

Data Networks Montgomery County Public Schools (Contract)

July 2011-August 2011 Cockeysville, MD

Project Lead for Montgomery Schools Rollout

Responsible for imaging 80 to 180 PC's a day using Altiris imaging software

Ensured that all Windows 7 PC's were added to domain and integrated

Configured Office 2010

Supervised 11 Implementation Team Members (ITM's) including performance reviews, training and vacation approval, and corrective action when needed.

Provide communications between Customer and Project Manager

Provide leadership and support to team members

Ensuring inventory is collected and delivered to Project Manager the same day the site was completed

Verified all ITM Entries/Timesheets for accuracy daily

Completed and turned in a status report daily for progress made each school

CXI IB/International Baccalaureate

February 2011 to May 2011

Desktop Support Lead (Contract)

Provide direct technical support for all IT related issues both hardware and software

Create and modify user accounts in Active Directory

Configure Polycom Video and Conference equipment for meetings

Setup and configure Avaya desk and conference phones

Configured Office 2007 email accounts with multiple mailboxes

Imaged and created images R700's Toshiba laptops and Dells

Configured Windows profiles, backup and transfer data on new pc's and laptops

Setup and configure VPN

Tek Systems Hanover, MD WR Grace (Contract)

November 2010 to December 2010

Desktop Support Engineer

Upgraded end users from Office 2003 to Office 2007

Provide support using remote tools Ultra VNC and Dame ware

Responsible for imaging, configuring and deployment of all new Dell desktops and laptops with XP and Windows7

Digicon/ Herndon, VA NIH/NIBIB…. Project in Bethesda MD

Desktop Support Engineer

May 2008 to July 2010

Responsible for providing advanced technical support for approximately 120 end users in an office setting

Managed and assigned help tickets to 7 technicians

Manage Remedy ticketing system

Image, deploy new PC and Printer setups with dual monitor configurations

Install and configure standard and customized software to users’ specifications

Configured TCP/IP to use DNS in windows XP

Migrated users in the Herndon and Rockville offices from Office 2003 to 2007

Configure and troubleshoot Cisco VPN connection

Perform Laptop Encryption using Pointsec software

Provide stand by on site technical support for the National Advisory Council for NIBIB

Create new accounts, and reset passwords in Active Directory

Mori Associates Rockville MD /NIDDK/ NIH …. Project in Bethesda MD

Desktop Support Engineer

October 2007 to May 2008

Provide desktop and laptop technical analysis on a daily basis in a laboratory environment

Install, connect, and configure hardware and software for the institution.

Create, update and close tickets via ticketing system Remedy

Imaged desktops and laptops using Symantec Ghost 11

Restore and transfer data for users in support of organizational goals.

Configure DHCP to obtain IP Addresses automatically

EDUCATION

•ITIL Foundation 2016

•ITIL EXPERT - Pending

Computer Institute, Rockville, MD 2010

Network+ and CCNA

Global Knowledge 2007

Microsoft Windows 2003 Desktop Support

MCDST(Certificate)

Computer Institute, Rockville, MD 2000

Microsoft Certified Professional (Certificate)

A+ Hardware Technician and Computer Repair (Certificate)

DOS/Windows 95/98

Contact this candidate