Human Resources Customer Service

IVAN H. TOOKS

**** ******** ***** ******* ** 301-***-**** *******@*****.***

Citizenship: Yes, United States Citizen

Availability:

Job Type: Permanent, Detail

Work Schedule: Full-time, Shift work, Multiple Schedules

Government Security Clearances Held: DOD Top Secret SCI 2021, Public Trust U.S. Government Agencies

Objective

Seeking an Information Technology Customer Support position where I can leverage over twenty years of experience in network management, hardware and software support, and project coordination. Committed to delivering exceptional service and support to all stakeholders.

Summary

Accomplished IT professional with over 20 years of experience in supporting and managing complex technology systems networks, and user support operations. Proven expertise in video conferencing coordination, system administration, network troubleshooting, and end-user support. Adept at overseeing cross-functional teams to ensure the efficient delivery of IT services while maintaining exceptional customer service. Demonstrated ability to quickly resolve technical issues, develop IT policies and procedures, and manage resources to meet operational needs. Strong skills in problem-solving, attention to detail, oral communication, and leveraging technology to drive process improvements. Certified in CompTIA Network+ and currently pursuing AWS Certified Cloud Practitioner Azure Certified Cloud Practitioner

.

Skills

Software installation

VPN setup

Technical Support

Customer service

Project Management

System Troubleshooting

IT Procurement

IT Asset Mgmt.

Vendor Management

Administration

Problem-solving

Communication

Time management

Adaptability

SCCM

Remedy

Software Enterprise Support

Database Management

Active Directory

MS Office 365

Tier 1-2 Lead

Experience

IT Coordinator 01/2018 to Current

Church Tech Inc. 40-50 Hours/Week

As an IT Coordinator, I oversee and manage day-to-day IT operations at Church Tech Inc., ensuring the optimal functioning of IT systems and infrastructure. Responsibilities include network administration, security, and maintenance, as well as coordinating network installations and upgrades for nonprofit organizations. Provide comprehensive technical support, project management, service desk management, and remote user support. Handle software support, infrastructure management, and administrative tasks while supervising IT teams and collaborating with vendors and subcontractors.

Key Responsibilities:

Managed IT systems and infrastructure for Church Tech Inc., ensuring seamless operations and security across network devices and installations for nonprofit organizations.

Provided prompt and efficient technical support, reducing downtime and disruptions, and advised senior management on IT equipment procurement and vendor relations.

Established and supervised Service Desk Tier 1 and Tier 2 support, implementing SLAs and SOPs, and maintaining effective communication with vendors and subcontractors.

Directed project management activities, coordinating site surveys, equipment purchasing, and overseeing employees and subcontractors to ensure timely project completion.

Facilitated remote user support and break-fix solutions, set up and configured software for MS Office and Adobe Professional, and managed OWA mailboxes and email client configurations.

Sagent - Senior MRT, End User Support 11/2013 to 12/2018

Department of Homeland security 40 Hours/Week

As a Senior MRT, I’m responsible for providing comprehensive technical support and system administration to ensure efficient software deployment, hardware setup, and network connectivity. Expertly managed troubleshooting processes, software administration, and remote support to maintain optimal system performance and data security. Facilitated vendor communications and device configurations to enhance user productivity and maintain compliance with organizational standards.

Key Responsibilities:

Supplied technical support for Microsoft Office and other software packages, utilizing SCCM (2008, 2012, 2016) for smooth installation and deployment.

Configured and imaged Dell Latitude laptops and desktop workstations, standardizing setups for consistent performance and reliability.

Managed trouble tickets in Remedy Service Desk, efficiently resolving network connectivity issues and ensuring adherence to SLAs. Deployment Team Lead on Special Projects

Administered security software, including MacAfee and Guardian Edge Encryption, and managed user accounts via Active Directory to ensure data security and compliance.

Coordinated with vendors for procurement and support of GOTS and COTS, and performed hardware and OS migrations to Windows 7, 8.1, and 10, enhancing system compatibility and security.

IT Coordinator Lead /Break Fix/Desktop Support Tier 2 08/2011 to 11/2013

Base One 40-50 Hours/Week

As an IT Coordinator Lead, I’m responsible for providing comprehensive technical support for end-users, focusing on software and hardware troubleshooting, configuration, and asset management. Leveraged expertise in system administration, network connectivity, and software deployment to ensure optimal performance and security compliance across the organization.

Key Responsibilities

Assisted customers with Microsoft Office issues, administering and troubleshooting software installations via SCCM 2008, ensuring seamless deployment and functionality.

Configured and maintained Dell Latitude laptops and desktop workstations, standardizing setups and optimizing performance while supervising a team of six desktop technicians for break-fix activities.

Managed trouble tickets in the Remedy Service Desk database, escalating and resolving issues promptly, including TCP/IP configuration problems and Active Directory account management.

Administered MacAfee and Guardian Edge Encryption software, ensuring data security on Treasury workstations, and used SCCM for remote application, driver, and update deployments.

Coordinated with vendors for the procurement and support of GOTS and COTS, overseeing the hardware refresh and migration from Windows XP to Windows 7 Enterprise, ensuring system compatibility and security compliance.

Site Lead, Desktop Support Defense Security Service 09/2009 to 08/2011

Nova Data Com 40 Hours/Week

As the Site Lead for Desktop Support Team at Defense Security Services (DSS), I managed the tracking and updating of IT devices, configured and troubleshot VPN Citrix Clients, and ensured compliance with SLA and SOP standards as well as IT Management of all DSS IT Equipment. I oversaw hardware migrations, facilitated software updates, and provided VIP support, while supervising a remote desktop support team and maintaining critical vendor relationships.

Key Responsibilities:

Supervised a remote desktop support team, delivering orientation and training on VPN access, DSS network procedures, and new hardware setups, resulting in improved team efficiency and end-user satisfaction.

Set up and configured 200+ Dell Latitude Laptops with docking stations and peripherals, enhancing user productivity by 20%. Managed and Maintained High Side Workstations Comsec Custodian

Efficiently escalated, updated, and closed over 500 trouble tickets in the Remedy Database, maintaining an SLA compliance rate of 99%.

Resolved TCP/IP configuration issues, including local and IP address problems, for more than 100 users, ensuring seamless network connectivity.

Efficiently tracked and updated over 500 government IT devices and materials, ensuring compliance with security protocols.

Senior Computer System Analyst 12/2005 to 08/2009

K Force United States Air Force 40 Hours Week

As an IT Support Specialist, responsible for asset management, technical support, team coordination, troubleshooting, and user account management in a government setting. Provided comprehensive support for government civilian and military users, ensuring compliance with regulations and maintaining seamless IT operations.

Key Responsibilities

Tracked and updated government IT-related devices and materials, ensuring accurate inventory management and adherence to regulatory standards, supporting operational efficiency at Andrews AFB and AFDW.

Delivered expert remote desktop support via Dame Ware, efficiently troubleshooting and resolving user issues. Set up and maintained VPN Citrix clients on workstations, ensuring secure and reliable remote access.

Led and assigned tasks to Tier II and Tier III support teams, facilitating the efficient resolution of complex technical problems and improving overall team performance.

Managed trouble tickets in Remedy Database, escalating, updating, and closing tickets. Expertly resolved network connectivity issues, including TCP/IP configuration problems, ensuring uninterrupted user access.

Administered Active Directory for account creation, activation, and password resets. Managed the migration from Windows 2000 to Windows 2007, ensuring a seamless transition and system compatibility.

Break Fix Deployment Lead/NT Administrator 08/1998 to 12/2005

USAF HQ DIA Missile Defense Agency, State Department, US Army 40 Hours Week

As an IT Support Specialist, responsible for asset management, technical support, team coordination, troubleshooting, and user account management in a government setting. Provided comprehensive support for government civilian and military users, ensuring compliance with regulations and maintaining seamless IT operations.

Key Responsibilities

Tracked and updated government IT-related devices and materials, ensuring accurate inventory management and adherence to regulatory standards, supporting operational efficiency at Andrews AFB and AFDW.

Delivered expert remote desktop support via Dame Ware, efficiently troubleshooting and resolving user issues. Set up and maintained VPN Citrix clients on workstations, ensuring secure and reliable remote access.

Led and assigned tasks to Tier II and Tier III support teams, facilitating the efficient resolution of complex technical problems and improving overall team performance.

Managed trouble tickets in Remedy Database, escalating, updating, and closing tickets. Expertly resolved network connectivity issues, including TCP/IP configuration problems, ensuring uninterrupted user access.

Administered Active Directory for account creation, activation, and password resets. Managed the migration from Windows 2000 to Windows 2007, ensuring a seamless transition and system compatibility.

Assistant Manager/Consultant/Tier I, Tier II 08/1991 to 02/2002

Alpha Omega Information Systems 32-40 Hours Week

As an Assistant Manager/Consultant (Tier I), I provided exceptional customer support and database management, overseeing sales records on IBM and Macintosh platforms. I supervised administrative staff, coordinated logistics, and managed help desk support, including site installations and demos. Additionally, I enhanced the company's presence at trade shows and conventions through product demonstrations and effective customer engagement.

Key Responsibilities

Provided exceptional customer support for Church Works Database, resolving over 95% of inquiries within the first call and ensuring accurate updates to the sales database on IBM and Macintosh platforms.

Supervised a team of 10 administrative staff, optimizing order processing operations and reducing processing time by 20% through streamlined coordination with sales and warehouse teams.

Coordinated logistics for shipping deliveries and managed correspondence, improving on-time delivery rates by 15% and enhancing communication efficiency with customers and partners.

Delivered help desk support and on-site installations, resolving technical issues for over 200 clients per month and conducting daily software demos and training sessions for end-users.

Represented the company at 12 trade shows and conventions annually, driving a 25% increase in product inquiries and customer engagement through effective demonstrations and informational support.

Key Competencies

Extensive Experience: Over 20 years of hands-on experience in Microsoft Windows environments, encompassing network installation, hardware/software support, and project coordination across diverse organizations.

IT Procurement and Vendor Management: Proven ability to provide guidance on IT procurement, establish professional relationships with vendors, and ensure timely delivery of equipment and services.

Project Coordination and Management: Demonstrated success in organizing and managing projects, from network installations to hardware refreshes, ensuring completion within deadlines and budgetary constraints.

Service Desk and Desktop Support: Proficient in establishing and maintaining service desk tiers, developing SOPs and SLAs, and providing efficient desktop support to end-users, enhancing overall productivity and user satisfaction.

Remote User Support: Skilled in providing remote user support, troubleshooting issues, and configuring various devices, including mobile phones and VOIP systems, to facilitate seamless remote access and collaboration.

Government and Nonprofit Software Support: Experienced in providing software support and management for nonprofit organizations, including MS Office suites, OWA, and Adobe Professional, ensuring optimal utilization of software resources.

Active Directory Administration: Proficient in Active Directory administration, including user account management, password resets, and access control, ensuring security and compliance with organizational policies.

Network and System Troubleshooting: Strong troubleshooting skills in diagnosing and resolving network connectivity issues, software conflicts, and hardware malfunctions, minimizing downtime and maximizing operational efficiency.

Education

· Certificate Micro Computer Applications I II III General Communications

· Strayer University 2008-2010 Courses Information Systems Education ongoing

Training and Certifications

Networking:

· Windows 200*-****-**** 2012 2016 Server and Workstations

· Windows 200*-****-**** 2016 & Advance Server

· Windows 200*-****-**** 2016 Server Support & Administration

· Networking Essentials

· Introduction to Cisco Routers and Switching and Patch panels

Training:

·Windows 7 & Windows 8 Windows Professional Active Directory Planning, Migration

·Windows 7 & Windows 8 Professional Advanced Troubleshooting

·Windows 7 & Windows 8 Professional Hands-on Troubleshooting and Optimization

·Windows 10 Professional Introduction and Hands-On

·Window 10 Professional Advanced Troubleshooting

·Window 10 Professional Advanced Troubleshooting and Optimizations

·Cisco Routers A Comprehensive Hands-On Introduction

·CompTIA Network + (N10-008) 03/15/24 Completed

·Currently in Class CompTIA Cloud Essentials (CLO-002)

·Currently in Class AWS Cloud Practitioner (CLF 202)

·Currently in Class for JAMF 100 Pro Associate Certification

Technical Skills

· Hardware: Working knowledge and Configuration of PC's and Mac Desktops, Laptops, Servers IPhone Android Mobile Phones and Tablets' CAC PIV Card Readers. Well versed in support and administration of Dell, HP, Xerox, Compaq Toshiba Lexmark and Other Industry Wide Printers

· Software: Active Directory, MS Office 2003, 2007, 2010 2013,2016,2019 Word Perfect 14, 16, 18, 20, Group Wise, MS Exchange, MS Outlook, Netscape, Firefox, Safari, Google Chrome, Adobe Pro Bit Defender Trend, McAfee, NAV, Remedy, Heat, HP Open view, Help Star, Magic Service Now, ABSS, COTS, GOTS, Falcon Ware, Nortel VPN, Citrix 4.6, 4.8, 5.2, Cisco VPN Client, Wave, SMS 2003, 2005, 2007, 200*-****-**** 2019 Dame ware 6.0, Active Identity PKI 6.2, Active Card Gold 6.2, DMO, Ghost 2002-2010, Lan Work Place Pro, Topps, Gold Disk, Retina Scan, Tumble

Awards and Commendations

· Good Service Letter Dept. of Treasury CFPB 2013

· Commendation Letter DSS 2010

· Commanders Coin 89th MXG Squadron 2009

· Commendation Letter AFDW 2008

· Company Coin 316 LRS TMO Squadron 2008

· Commanders Coin 459th AR March 2008

· Commanders Coin 316 TMO Squadron 316 Coin 2008

· Commander Coin 775th EAS Squadron 2008

· Commendation May 21, 2003

· Commendation March 31, 2003

Contact this candidate