IT Specialist
Resume:
Vernon Henderson Jr.
************@*******.***
Summary
Quality-focused IT specialist with 30+ years of experience working with end-users and infrastructure support teams to deliver systems and application support. Committed to providing premier technical support to executive-level customers, clients, government agencies, and vendors. Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In- depth knowledge and understanding of numerous imaging tools, software packages and operating systems.
Public Trust Security Clearance
Certification:
A+
Microsoft Certified Professional (MCP)
Microsoft Certified IT Professional (MCITP)
EDUCATION:
2012 ASM Educational Center, Inc. Rockville, Maryland Major Field of Study: Windows 2008 Server Certificate Awarded 2012 2003 ASM Educational Center, Inc. College Park, Maryland Major Field of Study: MCSE 2000 Certificate Awarded 2003 TECHNICAL SKILLS
• Operating Systems: :DOS; Windows 95/98/ME/XP/NT/XP/2007/2010, MAC, Windows Server(Active Directory)
• Ticket Systems: Service Now; Service Manager; CA Service Desk; Remedy
• Imaging Tools: Ghost Utility; Partition Magic; Symantec Image
• Security Tools: BitLocker; McAfee Disk Encryption; CBL Shredder; Symantec Antivirus software
• Communication: MS Teams; VOIP;
• Software: Software Center, PCMover; USMT Backup; SCCM; Airwatch MDM; MobileIron MDM; MS Office; Adobe, Cisco Finesse, Cisco Jabber; SCCCM; Citrix Windows Client; Cisco Any Connect; Vault; CensiTrac;Vista; Microsoft Information Management (MIM)
• Remote Tool: LANDesk; Bomgar; UniCenter; VMWare Connection; IBM BigFix; MS Teams; Windows Remote Desktop Connection;
• Web Applications: PeopleSoft / PASS /Whales/Google Apps
• Hardware Skills: Configure laptops/PC/Mobile Devices; Install network cables; Printers, AV equipment;
• Networking: Switches; Routers; Flute Tools
Department of Energy, Washington, DC, IT Specialist / PIV Migration (contractor) 09/2023 – 01/2024 (40 hours per week)
• Responded, documented assigned tickets through Service Now
• Provided phone support to users for PIV migration
• Assured user was completely migrated from Entrust security platform
• Standardized PIV card as the preferred credential for authentication, encryption, and digital signature in Outlook
• Configures mobile PIV credentials for secure email on mobile devices
• Configured laptops and mobile devices using Intune portal for onboarding, travel users Department Veterans Affairs, Washington, DC, IT Specialist (contractor) 12/2020 – 9/2023 (40 hours per week)
• Installed and configured database management systems and software.
• Diagnosed and resolved customer reported system incidents, problems, and events.
• Troubleshoot system hardware and software.
• Provided advice and guidance within the assigned specialty, of complex IT issues.
• Implemented security measures to resolve vulnerabilities, mitigate risks, and recommend security changes to system or system components as needed.
• Identified problems; determines accuracy and relevance of information; uses sound judgment to
• Applied IT principles, methods, and practices in the customer service and customer support area to identify generate and evaluate alternatives and resolve issues and problems
• Paid close attention to details to assist on resolving issues.
• Worked with clients and customers (that is, any individuals who use or receive the services or products that my work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information, make recommendations or resolve their problems, or satisfy their expectations.
• Expressed information to individuals or groups effectively, taking into account the audience and nature of the information to makes clear and convincing oral presentations.
• Installed, configured, troubleshoot, and provided training, advice in response to customer requirements.
• Performed work and sustained conscientious about attending to detail.
• Attended to nonverbal cues, and responded appropriately customer problems
• Provided proper AV equipment setup when needed.
• Coordinating customer support activities sufficient to receive respond to and ensure complete resolution of complex issues beyond what a help desk can resolve.
• Provided comprehensive software, IT systems, or equipment guidance and/or training to enhance customer
• knowledge, as well as to prevent recurring help desk inquiries
• Developed clear and concise IT reports and documentation for senior IT management.
• Document scheduled tickets in Service Now ticketing system
• Scheduled appointments/Interviewed with users for what reason needed to resolve issues
• Utilized Vista Reflection Workspace for user responsibility with laptop.
• Assign, terminate, transfer, certify hard copy signature, print hand receipt for Individual, add entry to new person file, update of equipment inventory
• Prepared, Imaged and configure laptops utilizing
• Utilized BIOS, GPUpdate, McAfee Security, firmware, drivers, ran Dbat (Desktop Baseline Assessment Tool)
• Tutored users on fundamentals of deployed laptops before deployment
• Utilized the Remote Active Directory Client
• Troubleshoot PKI certificates recognition issues (VPN, log in, signature emails)
• Troubleshoot issues with VA Apps ( CPRS, -TMS)
• Utilized IBM Bix Fix Support Center
• Setup, configured and troubleshoot issues with Outlook, MS Teams, VPN, VA Apps, User’s personal drive
• Installed VA software through Software Center
• Remote to users desktop using remote tools to troubleshoot issues
• Configured and troubleshoot Cisco Any Connect VPN issues
• Setup, managed and troubleshoot tents for COVID-19 vaccination using PLUM remote access
• Utilized Dbat (desktop baseline assessment tool) software
• Identified network ports to switches using Flute tools
• Utilized Vault Software to identify active laptops on network
• Configured new IPhones utilizing Intune management Federal Communication Commission, DC, Tier1 and 2 Support 08/20 – 12/20 (40 hours per week)
• Documented, scheduled tickets through Service Now
• Remote into VDI connection using Windows Remote Access tool to resolve problem
• Reset VDI connection in VMware Administrative software
• Managed incoming calls through Cisco Finesse.
• Provided instant messaging (IM), cloud messaging, voice and video calling using Cisco Jabber
• Created RSA soft and hard tokens and QR Codes in RSA Security Console
• Resolved issues with Mobil Iron (unlock, reinstall app to force check-in)
• Resolved Outlooks issues
• Resolved printing issues
• Resolved Active Directory user account problems with network drives
• Reset passwords
• Setup and configured Office 365 problems
• Maintained and repair technological equipment
• Imaged laptops by PXE booting to image server
• Installed software according to department selection PEW Charitable Trusts, DC, Desktop Support / Imaging Specialist 01/20 – 03/20 (40 hours per week) (suspended due to coronavirus)
• Documented, scheduled tickets through Service Now
• Created and configure user accounts in Active Directory
• Configured Active Directory group policies
• Created user home drive in Active Directory
• Moved PC to correct OU
• Configured printers by print service management
• Setup and configured Office 365 problems
• Maintained and repair technological equipment and maintained desktop hardware inventory
• Performed PC imaging using Avanti Service Management
• Performed PC deployment
• Ran disk encryption
• Performed Windows 10 migrations
• Performed troubleshooting for PC laptops
US Senate, DC, Desktop Support / Installation Specialist 01/19 – 12/19 (40 hours per week)
• Documented, Staging and scheduled tickets through Service Manager.
• Scheduled appointments with users to uninstall or install office peripherals.
• Provided user support to high level politicians
• Provided user support to politicians/executives
• Provided proper AV equipment setup when needed.
• Delivered IT peripherals and requested users to sign Acknowledge of Receipt (AOR) forms.
• Document returned IT peripherals on Record Of Equipment Transfer (ROET) forms
• Provided technical skills in Windows 10 when user needed assistance
• Worked as a team member to learn procedures followed and source of Error
• Provided customer service skills training user
• Installed desktops, laptops and printers
National Homeland Security, DC, Mobile Technician, (contractor) 07/18-12/18 (40 hours per week)
• Performed routine duties involving the installation, provisioning, distribution, and management of cellular wireless devices and or electronic equipment
• Device repair and Sim card removal etc.
• Provided support to supervisors/executives
• Installed/setup AirWatch MDM agent for corporate management.
• Configured new IPhones for Office 365 email.
• Maintained related records (e.g., work orders, logs, etc.).
• Maintained parts inventory and related records.
• Provided customer service for follow up calls as needed. Rand Corporation, DC, Desktop / Migration Specialist, (contractor) 02/18-06/18 (40 hours per week)
• Set up hardware
• Install and configure software and drivers
• Deployed Windows 10 laptops.
• Provided proper AV equipment when needed.
• Trouble any Office 365 problems
• Maintain and repair technological equipment
• Install well-functioning LAN/WAN and other networks
• Manage security options and software in computers and networks
• Perform regular upgrades to ensure systems remain updated
• Troubleshoot system failures or bugs and provide solutions to restore functionality
• Arrange maintenance sessions to discover and mend inefficiencies
• Keep records of repairs and fixes for future reference World Bank Group, DC, Desktop Support / Migration Specialist 09/15-01/18 (40 hours per week)
• Run USMT Backup Tool to restore date from external hard drive to new pc\laptop
• Setup and configured local printers and network printers using print service management
• Troubleshoot any TCP/IP problems
• Provided proper AV equipment setup when needed.
• Configured network support for Apple computers/laptops
• Troubleshoot any Windows 10 problems.
• Provided user support to partners/executives
• Trouble any Office 365 problems.
• Manage service tickets through CA Service Desk
• Joined new PC to Domain thru Active Directory.
• Break-fix all hardware problems with laptops and desktops
• Made sure network connections were active at switches and ports
• Interviewed with users and high end users to confirm what data to install new laptop or PC
• Run USMT Backup Tool to restore date from external hard drive to new pc\laptop
• Deployed Windows 10 laptops.
• Manage service tickets through Remedy
• Provided proper AV equipment when needed
• Joined new PC to Domain thru Active Directory.
• Install applications using the SCCM software
• Made sure network connections were active at switches and ports. Pricewaterhouse Coopers, Washington DC, Desktop Support Engineer, 11/13/-8/15
• Documented each ticket through SM9 ticketing software
• Interact with the user and high-end clients to resolved problem.
• Reimaged and encrypted hard drives with McAfee software.
• hard drives using Ghost Utility (G Disk) or Partition Magic (SSD Wipe)
• Setup and configured TCP\IP phone voice over (VOIP).
• Provided user support to partners/executives
• Setup and configure Windows NetMeeting.
• Made sure network connections were active at switches and ports.
• Trouble any Office 2013 problems.
• Configure and troubleshoot mobile devices
• Troubleshoot the Configured Secure Mobile Connection (SMC) VPN client.
• Setup and trouble shot any VTC (Video Teleconference).
• Provided proper AV equipment when needed.
• Troubleshoot any TCP/IP problems.
• Configured network support for Apple computers/laptops
• Break-fix all hardware problems with laptops and desktops.
• Installed /setup MobileIron MDM for corporate management.
• Configured IPhones for Office 365 email.
• Manage asset records of laptops that assigned to users.
• Order and maintain bulk items.
• Configured and troubleshoot network, local and TCP/IP port and Xerox network printers using print service management
• Manage repair orders of laptops for users.
• Configured new laptops for new users.
• Monitor Deployment table for Incoming/Outgoing/Same location & ship accordingly.
• Monitor the PC Refresh scheduling database & take appropriate action(s) as required.
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