Help Desk Desktop Support
Resume:
LAVAR BRITTON
Baltimore, Maryland 21207
***********@*******.***
OBJECTIVE
A position in Technical or Administration Support requiring innovative, challenging, employment that will utilize my education, creative ability and strong hardware/software troubleshooting and customer service skills.
CERTIFICATION
Windows 10 Certified
EDUCATION
Computer Science, Coppin State College, Baltimore, MD (1997 – 2002) (Emphasis in Computer Programming and Networking Technology)
EXPERIENCE SUMMARY
A mid level Support Technician with 18 years of professional experience in desktop support experience, help desk support, programming, network, remote, hardware, software installation and support. Experience with Help Desk Ticketing systems Remedy, Heat, CPSS, CAPRS and Service Now. Worked with UNIX, SQL Server and Microsoft Server 2003. End-User Support skills include, completing service calls, network and desktop troubleshooting, and software upgrades. Infrastructure and Network Services include Cisco networking hardware and LAN/WAN technologies configuration, installation, testing, analysis and upgrading of network equipment and services. Experienced in Wireless technologies. 802.11 Routers. Provided clients with Remote Access to their network resources. Bilingual in Spanish. Worked with SharePoint 2007 and 2010.
WORK EXPERIENCE
02/21 – GENERAL DYNAMICS Bethesda, MD Network Operations Center Specialist
Assess IT infrastructure for cabling, IT Closets to include switches, (available data ports), UPS, available power, rack space and capture images to illustrate areas of importance.
Monitor, provide assistance with and achieve resolution to all issues, service tickets and projects in given area. Enter, monitor and complete all entries in the Support Desk tracking system, which includes stating the issue(s), listing all troubleshooting steps, providing a resolution and marking the records as complete.
Communicate frequently with business leadership to have understanding of ongoing and future projects to ensure that the IT team is prepared to assist when needed.
Visit sites and offices to check in with the managers and all other users to find new and resolve or escalate active issues.
Assist with installation, relocation, configuration, troubleshooting and ongoing usability of Cisco network devices,phones, desktop computers, peripheral equipment and software.
Monitor and maintain computer rooms, while keeping a working knowledge of the configuration and purpose of the equipment in each room.
Configure, monitor and support internal and external networks.
Provide end user support with application functionality and escalate issues as needed.
07/19 – 02/20 BRINKS GLOBAL SERVICES Hunt Valley, MD Desktop Support Engineer
Answered inquiries and helped troubleshoot hardware or software issues, and solved technical problems.
Provided daily on-site technical support for BRINKS/DUNBAR Employees.
Worked with the Network Sever team to build, set up and support servers for the entire company.
Supported, monitored, tested and solved hardware/software problems both locally and remotely.
Administer and troubleshoot Active Directory (AD) user accounts.
Responsible for upgrading over 1000 laptops from Windows 7 to Windows 10 as part of an upgrade project.
03/18 – 03/19 KONIAG GOVERNMENT SERVICES Woodlawn, MD Technical Support Help Desk Specialist
Ensured that infrastructure and migration problems are resolved in a timely manner, such as network connectivity issues, pc user related problems, and desktop support concerns.
Answered inquiries and helped troubleshoot hardware or software issues, and solved technical problems.
Provided daily on-site phone support for SSA and SSA contractors.
Provided help desk and network support to approximately 1,000 local users, and 5,000 users in remote regions.
11/16 – 05/17 BECTON DICKINSON Sparks, MD
Desktop Support Analyst
Remotely and in person answered inquiries and helped troubleshoot hardware or software issues, and solved technical problems.
Administer and troubleshoot Active Directory (AD) user accounts.
Administer and troubleshoot Microsoft Exchange email accounts.
01/16 – 06/16 MARYLAND OFFICE OF THE COURTS Annapolis, MD Tier 2 Technical Support Analyst
Remotely and in person answered inquiries and helped troubleshoot hardware or software issues, and solved technical problems.
Administer and troubleshoot Active Directory (AD) user accounts
Administer and troubleshoot Microsoft Exchange email accounts.
06/15 – 12/15 UNIVERSITY OF MARYLAND MEDICAL SYSTEM Baltimore, MD Desktop Support PC Technician
Answered inquiries and helped troubleshoot hardware or software issues, and solved technical problems.
Provided daily on-site phone support for UMMS employees and contractors.
Install, configure, and troubleshoot desktop and network resources
01/12 – 01/15 LOCKHEED MARTIN Windsor Mill, MD Technical Support Help Desk Specialist
Answered inquiries and helped troubleshoot hardware or software issues, and solved technical problems.
Provided daily on-site phone support for CMS and CMS contractors.
Provided help desk and network support to approximately 1,000 local users, and 5,000 users in remote regions
07/11 – 10/11 YORK TELECOM Woodlawn, MD
IT Multimedia Support Engineer
Ensured that network, software and hardware problems are resolved in a timely manner for Social Security Administration.
Provided desktop and network support to approximately 1000 local users, and 5000 remote users.
Supported all problems using CAPRS ticketing system pertaining to the LAN and the workstations associated within it.
Performed on mutli-functional teams while installing/upgrading and integrating products for city, state and federal customers with Avaya, Cisco, HP Extreme, IBM, Dell, Radvision, Minerva, and the SonicWall product lines to create multi-functional, multi-service networks that integrate voice, video, and data. Worked with Windows Server 2003 and 2008.
04/11 – 07/11 BOOZ ALLEN HAMILTON Tyson Corner, VA
Network Support Engineer
Ensured that infrastructure and migration problems are resolved in a timely manner, such as network connectivity issues, pc user related problems, and desktop support concerns.
Provided desktop and network support to approximately 1000 local users, and 5000 remote users.
Performed Windows 7 Migration Installation and support on multiple platforms such as Dell, IBM, HP and HP Extreme.
01/11 – 04/11 PHH ARVAL Sparks, MD
Systems Support Specialist
Provided desktop and network support to approximately 500 local users, and 1000 remote users.
Performed hardware repairs on multiple platforms such as Dell, IBM, and HP.
Ensured that infrastructure problems are resolved in a timely manner, such as network connectivity issues, printer problems, and desktop support errors.
06/10 – 12/10 JOHNS HOPKINS CLINICAL PHYSICIANS Baltimore, MD
Desktop Support Technician
Responsible for the setup of email accounts, and changed user profiles with MS Outlook 2010
Helped support multiple clients upon different network environments, such as XP, Windows Server 2008, and Vista and Windows 7 through the use of Active Directory, Altiris and HP Extreme.
04/09 – 04/10 HYDRO ALUMINUM NORTH AMERICA Linthicum, MD
Technical Support Engineer
Helped support multiple clients upon different network environments, such as XP Windows Server 2008, and Vista through the use of Active Directory HP Extreme.
Provided videoconferencing support (facilitation and setup, ISDN connectivity)
Worked with Cisco TAC and/or ISP provider in troubleshooting network problems and outages.
Worked with the Network Sever team to build, set up and support servers for the entire company.
Supported, monitored, tested and solved hardware/software problems both locally and remotely.
1/09 – 4/09 GENERAL DYNAMICS/NAVY ERP Annapolis, MD
Network Administrator
Provided wireless network support to approximately 1,000 local users, and 5,000 remote users
Performed installation and configuration of Wireless Network Interface Cards (NICs)
Provided videoconferencing support (facilitation and setup, ISDN connectivity)
Supported the Executive staffs’ wireless devices, such as Palm Pilot’s, Pocket PC’s.
10/08 – 01/09 ATK SPACE SYSTEMS Beltsville, MD
Systems Migration Specialist
Provided desktop and network support to approximately 1,000 local users, and 5,000 remote users
Installed DELL desktops to the LAN/WAN and configured all software to meet user specifications.
6/08 – 09/08 ST. AGNES HOSPITAL Baltimore, MD I.T. Support Technician
Responsible for the maintenance and support of various servers. Windows Server 2008
Provided desktop and network support to entire hospital.
12/07 – 03/08 TEAM EXPRESS INC Laurel, MD I.T. User Support Specialist
Helped support multiple clients upon different network environments, such as Novell Client 4.83 and Windows 95/98, NT.
Supported the Executive staffs’ wireless devices, such as Palm Pilot’s, Pocket PC’s. Also, administered their Novell accounts from the Novell server.
4/07 – 11/07 MEDSTAR HEALTH INC Baltimore, MD Technical / Desktop Support Agent
Provided daily on-site assistance and expertise to the staff in an efficient manner.
Answered inquiries and helped troubleshoot hardware or software issues, and solved problems logged by systems and MedStar Health Personnel.
1/07 – 4/07 FUNDAMENTAL INC Sparks, MD Virus Remediation Engineer/ Desktop Support
Assisted with the removal of viruses from the entire system infrastructure.
Imaged and reimaged workstations with the use of Acronis.
Answered inquiries and helped troubleshoot hardware or software issues, and solved problems logged by Remedy.
6/06 – 12/06 DLA PIPER LLC Baltimore, MD User Support Specialist
Answered inquiries and helped troubleshoot hardware or software issues, and solved technical problems.
Provided daily on-site phone and desk side support at one of the largest law firms in the US.
9/04 – 2/06 EARLY MORNING SOFTWARE INC Baltimore, MD Systems Engineer
Monitored the Network Infrastructure of State of Maryland and worked with MDOT to resolve network issues.
Ensured that infrastructure problems are resolved in a timely manner, such as network connectivity issues.
Worked with Cisco, HP Open View, HP Extreme, TAC and/or ISP provider in troubleshooting network outages.
Provided phone and desk side support at CSC.
Provided printer support (wireless IP configurations, drivers and mappings, troubleshooting, etc)
2/04 –8/04 MAMSI INCORPORATED Frederick, MD
PC Migration Technician
Responsible for performing data transfers when needed, and maintaining system backups with Ghost 7.5
Ensured that each workstation that is on the LAN, are running the most updated McAfee Virus Scan.
Supported multiple HW and SW platforms (Windows 2000, XP, Vista / IBM, HP, Dell laptops, etc)
12/02 – 012/03 HCR-MANORCARE State of MD
Systems Migration Specialist
Performed hardware repairs on multiple platforms such as Dell, IBM, and HP.
Setup of email accounts, and changed user profiles with Lotus Notes & MS Outlook
Help support multiple clients upon different network environments, such as Novell Client 4.83 and Windows 98, NT, 2000, and XP through the use of Netware Admin (Novell), and Active Directory (Microsoft).
Installation and configuration of Wireless Network Interface Cards (NICs)
06/02 – 12/02 CATALYST SOLUTIONS Baltimore, MD
Web Page Developer
Developed Cold Fusion projects and performed data analysis.
Created SQL databases for web distribution.
Utilized web based distributed database applications and developed web-enabled designs including HTML.XML, SQL and JavaScript.
Resolved errors or anomalies in database development of front-end report modules and query procedures.
Participated in design and coding activities with senior staff members.
Assisted in the presentation of findings, recommendations, and specifications in formal reports and oral presentations.
Created web-based applications that operate under Oracle, Access, and SQL.
05/00 – 12/01 ELDER HEALTH INCORPORATED Baltimore, MD
Help Desk Analyst/ Intern
Performed hardware repairs on multiple platforms such as Dell, IBM, and HP.
Ensured that infrastructure problems are resolved in a timely manner, such as network connectivity issues and desktop errors.
Setup of email accounts, and changed user profiles with Lotus Notes & MS Outlook.
Support multiple HW and SW platforms (Windows 2000, XP, Vista / IBM, HP, Dell laptops, etc)
WILLING TO RELOCATE AND TRAVEL
Contact this candidate