Desktop Support Project Management

Colin D. McLaughlin

*****.*.************@*****.*** LinkedIN/colin-mclaughlin13 508-***-****

HIGHLIGHT OF SKILLS

US Veteran with current Secret Clearance

Over 10 years of experience working in the IT field

MS 360 Fundamentals Certification (2023)

Working knowledge of using Active Directory along with utilizing Windows Remote Software and System Center Configuration Manager (SCCM)

EDUCATION

Master's in Business Administration (MBA) IT Management Expected Graduation: 8/2024

Southern New Hampshire University, Manchester, NH

Took project management principles and practices coursework to understand management of comprehensive data research, & analytics projects

Practical experience in monitoring, tracking and reporting on the effective allocation and execution of programmatic resources (budgets, contracts, performance measures, data accuracy) through MS Excel and MS PowerBI

Conducted tasks for highly specialized or complex competitive IT and professional services projects and acquisitions: requirements analysis, market research, acquisition strategy, acquisition plans, statements of work/objectives & Managed industry partners

Bachelors of Humanities in Criminal Justice 8/2013

Bridgewater State University, Bridgewater, MA

EXPERIENCE

Network Support Analyst Bank Newport Middletown, RI (40 hrs./wk.) 3/2022-4/2024

Provided IT Helpdesk for Bank Newport Employees through a series of multiple aspects for the company

Extensive experience coordinating receipt of employee funds, monitoring and tracking expenditure of funds, and accepting/rejecting invoices

Managed contractor task orders/statements including developing concise descriptions for use in development of statements of work & overall IT project recommendations (time phasing requirements)

Assisted a contracting professional in performing the following award functions: Acquisition planning, Requirements definition, Solicitation development

Hardening of the computer systems through Microsoft Windows and third party software

Deployed necessary software and systems to protect the bank

Utilized software systems like SCCM and PDQ to deploy software to computer assets

Addressed/patched required patches that were needed through SCCM’s Recast Tool, Rapid7 & CrowdStrike

System Admin (Contract) Sun Setters, LLC. Malden, MA (40 hrs./wk.) 4/2021-3/2022

Served as the IT System Administrator for one of Spring Window Fashions sites out of Wisconsin

Managed 50+ User & Computers Accounts

Ensured users were able to connect to the corporate company & network connections were active

Oversaw VPN connections were working (Cisco Any Connect)

Managed on Active Directory & provided remote support through Teams and VNC remote servers

Field Service Tech. (Contract) Santander Bank E. Providence, RI (40 hrs./wk.) 11/2020-4/2021

Focused on completing support calls, emails or walk ups in a timely and efficient manner, ensuring that constant communication is maintained with internal and external clients

Educated clients on what to expect and ensured comfortability/ understanding process from start to finish

Prioritized requests for support service keeping in mind service level requirements

Provided feedback to Field Operations Manager on potential Customer situations

Worked with Client specific applications and Microsoft suite of products

Interacted with the help desk/ other teams to assist in troubleshooting, identify root cause, and providing technical support when needed

IT Desktop Support (Contract) Commonwealth of MA Quincy, MA (40 hrs./wk.) 2/2020-9/2020

●System Administrator overseeing the lifecycle of the EOHHS (Human Services) computers replacing desktop to laptop computers

●Provided technical support on Office 365 and Remote Connection to users

●Ensured units were properly imaged and functioning along with the accountability to the user

●Due to COVID-19, addressed concerns and educated/trained remote users who needed assistance

Quality Assurance, Sr Engineer (Contract) General Dynamics Taunton, MA (40 hrs./wk.) 10/2019-12/2019

Documented & tested company manufacturing/assembled products, ensuring equipment functioned as designed to quality inspection checklist known as the ATP (Available-to-promise)

Logged information on whether they passed or failed on a government logistical tracking system (IFS)

Prepared products to be manufactured and assembled by company standards

MILITARY EXPERIENCE

Information Tech Manager US Army (4hrs./wk.) Sep. 2019 - Present

Manage multiple individuals to ensure communication is being address for the company

Oversee the development and progression of staff and provide feedback when needed

Provide advice/guidance to senior management regarding project cost estimates, scope, deliverables, requirements, schedule, resources, & Strategic Issues

IT Helpdesk Administrator, Tier II US Army Fort Hood, TX (60hrs./wk.) 2/2016-9/2016 8/2017-9/2019

Oversaw 500 computers & 1500 user accounts on an Enterprise active directory to facilitate communication throughout the organization

Installed programs/updates requiring Administrative Privileges 2-3 times daily on 25 systems

Addressed multiple IT tickets sometimes working on a given five tickets at a given time

Baselined computers were put on government networks weekly to ensure cyber safety & data protection

Ensured validation of networked host, involving updates and patching over Virtual Network Hosts

Managed/scheduled internal & external Video Networking Conferencing

Conducted equipment inspections that were on different networks to protect sensitive material

Senior Executive IT Helpdesk Tech. US Army Camp Arifjan, Kuwait (80hrs./wk.) 11/2016-8/2017

Conducted a companywide Windows 7 to 10 software reimaging 1000+ computers over a course of a month

Administered the Video Conferencing and direct IT help-desk for 30 senior executives for the company

Maintained accountability for Windows Proprietary hardware/software applications for workstations, servers, &network data communications to ensure executive officials were able to conduct their operations.

Drafted reports that identified issues throughout the networks, which allowed leaders to develop new standards operation procedures (SOPs) to increase the flow of productivity

IT Helpdesk, Tier I US Army Dongducheon, Korea (80hrs./wk.) 3/2014-2/2016

Processed/ reviewed trouble tickets on average five tickets per day that were submitted to our IT office

Created user accounts and computer imaging for 120 system

Ensured Microsoft Proprietary products were put out through the company, and made sure clients were able to successfully complete tasks

Safeguarded sensitive/secret information accordingly to the level of secrecy required

PROFESSIONAL DEVELOPMENT & TRAINING

Tactical Army Collaborative Computer System (CPOF) 3/2019

SharePoint 2013 Owner Site 3/2018

Microsoft Windows 10 Configurations 5/2017

VMware 5/2017

US Army Signal School Fort Gordon, GA 7/2014

Contact this candidate