Help Desk Technical Support
Resume:
EDWARD VANN
Bowie, MD *****
ad5lk1@r.postjobfree.com
To use my ability to work in a team environment. I am self-motivated and able to work both independently and as collaborative team member. To obtain a position where I can maximize my organizational and interpersonal skills and knowledge which will contribute my years of experience, that will allow me to grow personally and professionally. Authorized to work in the US for any employer
Work Experience
Help Desk Tier II
ARROW SOLUTIONS - Alexandria, VA
April 2022 to Present
Managed high levels of call low and responded to technical support needs of customers.
• Provide technical support for information Technology (IT) Help Desk which receives and resolves 4,000 tickets monthly through the ServiceNow service management software. The IT Help Desk support over 8,000+ user community across the government agency.
• Demonstrate sound customer service the telephone etiquette in responding to customers calls or inquiries for service and support.
• Conduct deskside troubleshooting and problem resolution.
• Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer service.
• Analyze and resolve complex service request and incidents that have escalated by the junior level analysts.
• Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and upgrading software.
• Deploying Laptops/Tablets/MacOS/iOS and other Hardware. VTC administrator
Interpretation audio support, VTC Administrator - Oxon Hill, MD January 2023 to May 2024
Coordinate with distant end facilitators, including US Allied facilitators, to schedule and conduct pre-tests for all requested and scheduled VTCs.
• Provide A/V VTC support services for Classified and Unclassified Cisco/Tandberg VTC Systems.
• Schedule and conduct testing with sites having trouble connecting into the organizations MCU.
• Perform operations and maintenance on VTC audio/video equipment in all conference rooms, control rooms, ensuring all systems are operational by conducting daily operational connectivity tests on all VTC audio/video equipment to ensure operability.
• Schedule VTCs on the organization’s Multipoint Conferencing Unit (MCU), through the DISA GVS or direct connection with other command/activities MCUs or a combination of the two depending on the technology needed to reach the far end stations.
• Provide Subject Matter Expert (SME)/tier one and tier two technical support during ongoing VTCs to all sites scheduled in the VTC on the organization’s MCUs by monitoring all active VTC connections to the MCU in real-time during each scheduled VTC conference/session to ensure a rapid response and resolution to potential technical.
• Monitor and check all VTC systems daily to ensure optimal performance of all systems. Audio Visual Technician
Design Productions - Lorton, VA
September 2014 to December 2020
Delivered quality results by maintaining and regularly inspecting communications equipment.
• Selected optimal hardware or software for each need based on host preferences and facility.
• limitations Optimized audio-visual equipment management by analyzing current services and incorporating new technologies or methods.
• Troubleshot problems with signal low, acoustics and other audio-visual issues in different environments.
• Offered sound guidance and recommendations for new technologies and optimal updates.
• Clean audio and video equipment and store properly.
• Performed daily testing and preventive maintenance on VTC systems.
• Maintain and troubleshoot VTC infrastructure.
• Monitor audio/video feeds to ensure quality.
• Setup and operate video, audio, and lighting equipment on and off main duty site.
• Provides walk-throughs and attending dry runs with customers.
• Setup and install equipment such as microphones, sound speakers, video screens, projectors, video monitors, recording equipment, connecting wires and cables, sound and mixing boards
(TRI-Caster) for events and functions such as promotions, meetings etc.
• Providing customer support to end users in person or email.
• Eight to Eleve months experience with AMX Programming. Customer Service Associate
WHITE STONE GROUP LLC - Bowie, MD
April 2017 to November 2019
Assist shipping and receiving unloading trucks and checking in merchandise Prepares orders by processing requests and supply orders; pulling materials; packing boxes; placing orders in delivery area
Sort and place materials or items on racks, shelves or in bins according to organizational standards Open bales, crates and other containers
Maintains inventory controls by collecting stock location orders, printing request, recording amounts of materials or items received or distributed through a computer. May also assist in counting of physical inventory
Prepare parcels for mailing
Maintains safe and clean work environment by keeping shelves, pallet area, and work stations neat; Sweep, dust and mop. Organize warehouse and work area for orderliness at all times. Education
Associate's degree in Computer Programming
Hudson Valley Community College - Troy, NY
January 2005 to July 2008
High School Diploma
Northwestern High School - Hyattsville, MD
June 2004
Skills
• Forklift Operator certified (1 year)
• Forklift
• Forklift Operator
• Driving Experience
• Laboratory Experience
• Epic
• Delivery Driver Experience
• CCTV
• Loss Prevention
• Security
• Law Enforcement
• Surveillance
• Load & Unload
• Intelligence Experience
• Supervising Experience
• Writing Skills
• Conflict Management
• Materials Handling
• Freight Experience
• Shipping & Receiving
• Laundry
• Interviewing
• Insurance Sales (1 year)
• Cold Calling (3 years)
• Communication skills
• Customer service
• Security
• Intelligence experience
• Customer service
• IT support (1 year)
• Network Support
• Desktop Support
• Network Administration
• Information Security
• Troubleshooting
• Computer Networking
• Time Management
• Microsoft Windows
• Operating Systems
• Help Desk
• Network Firewalls
• Network Security
Certifications and Licenses
Certified Forklift Operator
Non-CDL Class C
Armed Security License
CompTIA Security+
April 2024 to April 2027
CompTIA Cloud+
April 2024 to April 2027
Assessments
Sales skills — Proficient
November 2020
Influencing and negotiating with customers
Full results: Proficient
Work motivation — Proficient
January 2021
Level of motivation and discipline applied toward work Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Network Security oversight ServiceNow Ticket System Experience external & internal customers Remedy Ticket System Cisco Active Directory
Windows Operating System Support Troubleshooting Microsoft Office Software installs/upgrades Making Ethernet cables Crestron Network repairs/maintenance Deploying Routers Netgear VOIP
Networking Devices Hardware Asset Management
Exceptional listener and communicator who effectively conveys information verbally & writing. Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects.
Proven relationship-builder with unsurpassed interpersonal skills. Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards Personable professional whose strengths include cultural sensitivity and an ability to build rapport with a diverse workforce in multicultural settings.
Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation.
Innovative problem-solver who can generate workable solutions and resolve complaints. Resourceful team player who excels at building trusting relationships with customers and colleagues.
Contact this candidate