Tier II Desktop Support/Imaging Specialist

***** ******** ****– APT. #****• AUSTIN, TX *****

PHONE 571-***-**** • E-MAIL **********@*****.***

JARON ANTHONY MOODY

PROFESSIONAL PROFILE

Highly organized analytical professional with superior goal setting, decision-making, and problem solving skills. Solid reputation for having positive impact on both internal and external support and overall productivity. Adept in coding languages including Java, HTML, ASP, PSP, VBScript, JavaScript and C++. Experience building and deploying usable SQL databases, troubleshooting basic IT issues, managing information systems, and project management regarding data storing and transportation between a database and the web. Strong ability to identify, develop and sustain a network of people and other resources for tasks. Able to execute strategic initiatives in a methodical approach. Educational experience includes a Bachelor of Science in Information Systems Management.

PROFESSIONAL EXPERIENCE

November 2017– Present ManTech Corp -– Herndon, VA

IT Desktop Support Technician – Tier II

Assist with incident routing and assignment

Escort non-ManTech personnel supporting ManTech IT equipment/services

Install and provide desktop support for Windows Operating System, Microsoft Office and Adobe software.

Utilize McAfee e-Policy to Encrypt workstations.

Utilize CISCO Unified Provisioning Manager for VoIP telephones.

Image, provision and deploy laptops, desktops, and accessories

Assist with production of knowledgebase articles for frequently encountered issues

Collect Organize, and Import inventory information into Excel Spreadsheet

Travel to other facilities, as required.

November 2016 – November 2017 Library of Congress – Mil Corp – Insight Global (Wash. D.C.)

Help Desk Analyst-Tier I

Performs trouble-shooting and diagnostic services to resolve Incidents and Requests

Create, update, resolve, or escalate, Incident/Request tickets in a timely manner based on Service Level Agreements (SLAs)

Provide follow-up statuses regarding critical problems and system outages

Answer phone calls and emails; route tickets to higher tiers

July 2016 – December 2016 National Service Desk (Veterans Affairs) – ASM – The Leading Niche (WV)

Customer Service Technician/Entry Agent/Data Entry Operator I

Respond to end user request for assistance

Troubleshoot IT related issues on a multitude of applications

Input and document problems, findings, outcomes.

Answer phone calls and emails; route tickets to higher tiers

April 2014 – February 2015 Ntelos Corporation – Waynesboro, VA

Systems Service Technician

Provided feedback to management about various information that carried over 3 shifts

Managed IT trouble tickets by solving the issue or assigning them appropriately using Magix

Maintained all four ICMS systems that controlled customer accounts, payments, and system storage

Processed and monitored test cycles and refresh request

Verified cycle dates and document cycle information

Processed toll throughout the shift by manipulating call processing servers and managers

Ran disconnect service orders and reset invalids/post disputes

Listed and posted AR adjustments and payments

Selected and posted cutoff cycles

Handled prebilling jobs before cycle kick off including reminder notices, strip toll, and utility tax

Ended system flash and saved systems using save entire processes

Took down systems nightly and kicked off cycles

Processed toll after cycles were approved

Tested systems as they came back up from 2nd shifts take down

Manipulated cycle as it ran in order to complete before deadline

Saved daily call and libraries to tapes as well as system backups

Initialized tapes for all shifts for next day, including third shift

Documented information from eBill statements and checked for MSV Wireless Letters

July 2013 – February 2014 Sciolex Corporation – Chantilly, VA

Web Developer/IT and Office Administrator

Provided website and SharePoint design, development, and functionality

Maintained site links, appearance, content, graphics, workspace and list files

Handled online job requisition advertisements and application processing

Identified improvement options and handled websites through various hosted servers

Performed duties including, IT Help Desk awareness and internal ticket tracking and monitoring

Worked with security systems and software (Cisco and McAfee)

Handled IT Infrastructure, corporate computer baseline tracking and monitoring, IT Account, Security Group, and Distribution List creation and maintenance

Performed file-level data recovery

Handled administrative tasks including opening, sorting, and distributing incoming correspondence, including faxes and email

Filed and retrieved corporate documents, records, and reports

Prepared responses to correspondence containing routine inquiries

Managed databases for website form information

Utilized ASP and SQL to collect data from websites to collect in databases

Built various data models using various tools and social media sites

Completed administrative responsibility of new database project development

EDUCATION

August 2013 Bridgewater College Bridgewater, VA

Major: Information Systems Management

Degree: Bachelor of Science

Currently Studying AWS SysOps Admin – Associate – Projected Certification Time: Dec 2020

VOLUNTEER WORK & ACTIVITIES

Black Student Association – Vice President (2012 – 2013)

Visible Men – Vice President (2011 – 2013)

CHOICES Step-up Bystander Intervention Program – Peer Educator (2011 – 2013)

Bridgewater College Football – Varsity Football Team, Offensive Lineman (2009 – 2012)

ADDITIONAL SKILLS & COMPETENCIES

Microsoft Word

PowerPoint

Excel

Adobe

Windows 10

Microsoft SQL

SCCM

Service Now

ICMS Client Access

Active Directory

AWS

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