Robert James Taylor

**** ************ **.

Reston, Va. 20191

703-***-****

ad4s0y@r.postjobfree.com

COMPUTER SKILLS:

CERTIFICATIONS:

HP Accredited Platform Specialist, ID#000*******

Microsoft Certified Professional (MCP) –MCP ID#2469448 30Plus other various HP, Dell, IBM, and Lexmark printer certifications CompTIA A+ce ID#COMP10609274: Previously Held

CompTIA Security+ ID#COMP10609274 : Previously Held SOFTWARE: Microsoft Office Suite 2003-2016 and various vendor-specific, proprietary, and COTS packages OPERATING SYSTEMS: Proficient with supporting Microsoft OSs from NT4 -Win10. HARDWARE: HP Accredited Platform Specialist, familiar with HP/Compaq, Toshiba, Dell, IBM/Lenovo and other vendor PC and Laptop hardware including installation, configuration, troubleshooting, and repair/replacement. Also HP and Lexmark certified on multiple printer technologies including network cards (i.e. HP Jet Direct). SECURITY CLEARANCE: Secret Clearance valid until 2030 EDUCATION:

MBA, McNeese State University

Bachelors of Science, McNeese State University

PROFESSIONAL EXPERIENCE:

Gov-CIO, Washington, D.C.

Systems Administrator /Desktop Support 10/21-03/24

• Assist DEA and supporting users with Desktop support functions under the Bluestone contract

• Create, modify disable, enable, and terminate user accounts utilizing Active Directory including Domain controllers and file servers for (4) networks, (2) Classified and (2) Unclassified along with the Account Management System

• Registered Agent (RA) and Trusted Agent (TA) for classified networks validating and issuing PKI cards for classified access to systems using DISA interface onsite.

• Creating and Managing user accounts for (2) unclassified and (2) classified networks Through Active Directory

• Configured Outlook mail services for the Classified Networks

• Assist users with installing and configuring approved software to support their individual missions

• Imaging, testing, and deploying standalone PCs and Thin Clients (VDIs) for the (2) Classified Networks and (2) Unclassified Networks utilized by DEA

• Work with other teams (Network Engineering, Software Engineering, Development Engineering, etc.) to affect the necessary changes needed to support the DEA mission

• Address Customer Service Requests and Incident Management Requests via the Service Manager Console in a timely manner

• Utilize Enterprise Exchange Admin Center to archive users email and back up termed employees accounts.

• Make use of remote utilities to access user systems along with domain controllers, files servers, and print servers to perform daily duties, recover accounts, deleted systems prior to imaging via SCCM, etc. Apex, Inc. Falls Church, Va.

Desktop Support Technician 11/20-10/21

Reason for Leaving: Prime Contractor change

• Assist DEA and supporting users with Desktop support functions under the Leidos contract

• Create, modify disable, enable, and termination user accounts utilizing Active Directory including Domain controllers and file servers for (4) networks, (2) Classified and (2) Unclassified

• Configured Outlook mail services for the Classified Networks

• Assist users with installing and configuring approved software to support their individual missions

• Imaging, testing, and deploying standalone PCs for the (2) Classified Networks and (2) Unclassified Networks utilized by DEA

• Work with other teams (Network Engineering, Software Engineering, etc.) to affect the necessary changes needed to support the DEA mission

• Address Customer Service Requests and Incident Management Requests via the Service Manager Console in a timely manner

• Utilized Enterprise Exchange Admin Center to archive users’ email Perspecta, Inc. Chantilly, Va. 05/20-11/20

Customer Technical Specialist IV

Reason for leaving: Contract reconfiguration resulting in 66% reduction in Force due to Pandemic

• Perform as part of a Desktop II Team supporting the US Department of State-Bureau of Consular Affairs under the Perspecta CAEIO contract

• Utilize Remedy Ticketing System to address and document customer technical requests for service including but not limited to: software installs, configurations, and troubleshooting along with hardware replacement.

• Assist Service Desk during peak customer request periods with analyzing requests and creating incidents for those requests and properly routing them for expeditious resolution.

• Worked with other groups to assist customers with network and software access both onsite and remote.

• Imaged laptops and reconfigured baseline and user-specific software, deploying to both admins and end users

• Configured servers with updated software and utilities as needed

• Validated and configured users’ credentials for access to network resources

• Revalidated\updated/or retired Knowledge Base articles for work processes and solutions within Remedy Computer World Services Corp. Washington, D.C. 04/15-03/20 Help Desk Specialist

Reason for leaving: Contract ended

• Communicate daily with outside organizations to ensure user access to the network

• Complete annual hardware inventory, refresh IT equipment, & manage tracking & reporting of user work orders

• Distribute and set up IT equipment

• Prepare and process all documents required for the purchase of hardware and/or software, submit the document(s) for Government review and approval. Make any necessary changes to obtain Government approval. Process the documents in accordance with established procedures

• Perform the duties of the AF/SG Client Support Administrator (CSA) IAW AFI 33-115v1 (paragraph 3.12.4 of PWS)

• Provide support to the organizational Information Assurance Officer (IAO), as necessary to ensure organization’s compliance with IA policies

• Track and report the organizations hardware/software licenses, agreements and warranties

• Manage the IT equipment loaner program.

• Deliver comprehensive IT Operations and Maintenance Support

• Transition users, operate, maintain, restore, protect, refresh, and properly dispose of all systems and data

• Diagnose user problems related to telecommunication, wireless devices, workstation and peripherals

• Provide assistance with data communications, management of computer systems security, warranty maintenance of workstations and associated peripherals IntelliDyne-LLC Falls Church, Va. 09/13-04/15

Desktop Support Technician 3

Reason for leaving: Moved contracts

• Supported Tricare Management Agency (TMA) of the Federal Government with their software, hardware, and configuration needs with hands-on and remote access support in a Windows environment

• Utilized Remedy trouble ticketing System to document issues

• Supported Blackberry cell phones

• Addressed and corrected any hardware, software, or network connection issues.

• Provided answers to clients by identifying problems; researching answers; guiding client through corrective steps

• Supported Desktop and Laptop users and solves problems with Microsoft, Adobe, Roxio, and other software in the production environment

• Resolved problems through customer education, training, and direct assistance

• Ensured backup, recovery, and data restoration from workstations for customers during upgrades or when a problem with the system was diagnosed

• Responded to and corrected formatting for printing and all other peripheral issues as they arose

• Provided phone and in-person support to users for various systems, including e-mail, LAN/WAN, user account administration, Active Directory, standard desktop images and applications, Commercial Off The Shelf and Government Off The Shelf applications

• Served as the initial point of contact for troubleshooting all IT-related problems, including hardware/software, password reset, and printer problems

• Utilized SCCM for PC and Laptop imaging

• Earned a STAR award in recognition for achievement while going “Above and Beyond” COMINT Systems Corp. Springfield, Va 07/13- 08/13

Tier 2 Desktop Analyst/Support (Same Contract as below) CACI, Inc. Arlington, Va. 08/10-06/13

PROPRIETARY SYSTEMS SPECIALIST 2

Reason for leaving: Contract renewed but employer was not picked up by Prime

• Desktop Analyst (Tier 2) for 844th Communications Squadron that provided support to about 10,000 Air Force customers on; OS Windows XP and Window 7

• Responded to email, telephone calls from customers for technical support, entering all calls into Remedy

(Ticket Tracking System)

• Installed PC hardware, (Video cards, network cards, memory (RAM), disk drives, CD-ROMs, printers and other peripherals); Configured, and troubleshot a broad range of hardware and software platforms; Assisted users with Government- issued Blackberry phones\

• Responsible for User account administration on USAF and USAFS domains (Unclassified and Classified networks) for Password and Global Address Lists updates using AD, (Active Directory) and DRA,

(Directory Resource Administrator). Trained users on the use of Operating System, MS Office products, and Juniper VPN.

InsightGlobal Technical Recruiters Washington, D.C. 02/10-08/10 TECHNICAL SUPPORT ANALYST

Reason for leaving: Accepted position with CACI

• Imaged PC and laptop systems for clients and decommission obsolete units

• troubleshot hardware and software issues on clients’ PCs, laptops, printers and miscellaneous other peripherals

• Isolated and resolved software malfunctions with MS Outlook and client specific software.

• Assisted customers with network access and mapping to appropriate resources.

• Utilized Peregrine ticketing system to perform desktop support prior to a site visit and resolved issues remotely if possible.

Integrated Systems Analysts, Inc. Arlington, VA 06/02 – 08/09 MOST RECENT - CUSTOMER SERVICE CENTER TECHNICAL SUPPORT Reason for leaving: Downsized with eventual sale of company

• Addressed incoming telephone calls from clients and field technicians for technical support ranging from software configuration to hardware break fix issues

• Troubleshot hardware and software malfunctions with client PCs, laptops, and printers and either resolved or ordered necessary components and scheduled contract field technicians to fix. Worked as the point of escalation to address and resolve complicated hardware issues.

• FIELD SERVICE TECHNICIAN

• Resolved hardware and software nonperformance issues with IBM/HP/Dell printers, laptops and workstations for multiple clients

• Setup and installed LAN hardware and software

• Performed hardware changes (power supplies, hard drives, NICs, video cards, motherboards, memory, processors, and add-on cards) with HP, IBM, and Dell server racks, desktops, and laptops

• Maintained parts inventory for use in hardware repair and replacement.

• Tracked and recorded Service Level Agreements (SLAs) and repairs for service calls utilizing FieldPro Data Base

APEX Annandale, VA 05/02 – 06/02

IT FIELD TECHNICIAN

Reason for leaving: Accepted full time position with Integrated Systems Analysts

• Troubleshot and repaired HP, Lexmark and IBM printers as well as HP and Compaq computers and Servers Unemployed Annandale, VA 07/01 – 05/02

STAY AT HOME DAD

• Stayed home full time with infant child

RCN Springfield, VA 10/99 – 07/01

CURRENT BUSINESS LOCATION: 196 Van Buren St. Suite 300, Herndon, Va. 703-***-****

Reason for leaving: Company filed for Bankruptcy

SEVERAL POSITIONS HELD FROM LAST TO FIRST

LAN ADMINISTRATOR

• Troubleshot/resolved DNS, WINS, and LMHOSTS, server, workstation and Protocol configuration errors

• Created/managed users, local and global groups and permission issues via User manager for domains

• Resolved end user trouble tickets according to Service Level Agreements using Clarify Trouble Ticketing System

• Provided 24/7 support for Call Center with 450-500 end users.

• Utilized software programs and tools: Dell OpenManage Server Assistant, Network Monitor, Performance Monitor, User Manager for Domains, Server Manager, Systems Management Server, Lotus Notes (4.6 and 5.05), MS Office Suite, PC Anywhere, Hyena, Citrix, Netscape and Internet Explorer, Outlook Express, Norton Anti-Virus, Ghost, and NT command line utilities

• Installed and configured hardware and software programs and operating systems

• Built and configured and networked computers from the ground floor and upgraded

• Created master LMHOSTS files for NT Network and updated as necessary TECHNICAL RESOURCE – LEVEL II SUPPORT (Promoted to LAN Administrator)

• Assisted and resolved complex user issues (which could not be solved by help desk agents) including but not limited to connectivity, Operating System issues, provisions, billing, installation, cable modem issues. CABLE MODEM COORDINATOR/TECHNICAL SUPPORT (Promoted to Technical Resource)

• Troubleshot analog and cable modem connectivity and performance issues for subscribers in a call center environment; Utilized Unix Shell for Cisco Universal Broadband Routers (UBR) to analyze cable modem connectivity, and OS issues

• Resolved previously submitted Trouble tickets using Clarify Trouble Ticketing System MENTOR/DIALUP TECHNICAL SUPPORT (Promoted to Cable Modem Coordinator/Technical Support)

• Resolved dialup subscriber issues (i.e. connectivity, billing, etc.); Trained new agents in a call center environment

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