Training & Certifications

A+ Certification

Apple Certified Support Professional Certification (Mac OS X ver.10.6)

Apple Service Technician Certification (Mac OS 9)

Apple OS X Operating System (certificate)

Dell Notebooks Certification

Customer Service Skills (certificate)

Quality Management (certificate)

Intro to Networking (certificate)

Cyber Security Awareness Class (certificate)

Security+ (certificate)

Work Experiences

KForce/CTEC/US Census Bureau October 2019 – Present

Decennial Desktop Apps Analyst

Tier 2 Support, resolving emerging US Census Bureau field office IT challenges for computer applications, system devices, hardware issues and network access.

Identifies, troubleshoots, researches and resolves technical problems of moderate complexity.

Support and troubleshoot VDI delivered desktops and applications

Troubleshoot Active directory, configure security groups, shared folders, mail list, and related items.

Provide in-depth support and troubleshooting of the Windows 7 and 10 Operating System

PeopleSoft Oracle, Remedy, configure DAPPS and NFC payroll system accounts, Citrix Receiver,

Cisco VPN, Account Admin Console

Excel Public Charter School July 2017 – August 2019 {School Closed)

IT Support Specialist

Point of contact for users seeking technical assistance over the phone or email and walk-ins

Server Admin, Active Directory, Monitored Queue for job tickets

Troubleshoot hardware and software related issues. (Mac and Windows)

Installed Network Printers, Re-image laptops (WDS)

Supported users by installing network printers and was point of contact for printer vendor

Dynamic Network Solutions July 2015 – April 2017

Service Desk Technician

Provide Help Desk and Desktop support for Windows 7,8, Server 2012, Mac OS

Provide on-site support for several Public Charter Schools in Wash. DC

Active Directory, Office 365, Network Printer Support, Chromebook Device Management

Use LabTech software to remotely address user issues, ConnectWise for tickets.

Desktop Images (WDS), Installed software, setup workstations

Prince George County Gov. December 2014 – June 2015

IT Support Analyst

Provide Help Desk and Desktop support for Windows XP/7.

Utilize Active Directory to perform passwords resets, and account management for users.

Troubleshoot hardware and software related issues.

Troubleshoot issues with network printers, Internet connectivity, MS Office 2010/2013/365 and Outlook.

Provide mobile support and configuration for iOS and Android.

Metters/National Aeronautics and Space Administration (NASA) September 2012 to September 2014

Sr. Apple Support Technician

Applied developed knowledge of the technical skills, company policies, and procedures to complete a wide variety of responsibilities.

Provided phone, remote and desk-side support in a Mac and Wintel environment.

Installed software, setup workstations, and mapped network printers.

Used Active Directory to handle password resets, and user account information.

Assisted with mobile phone support for the latest versions of iOS, and Blackberry (BES Server).

Installed Cisco VPN, with RSA tokens to support users who telework.

Worked at Edwards Air Force Base in California for a Mac OS System Migration

ACC/Department of Justice Office of Justice Programs February 2012 to August 2012

Data Migration Technician / Desktop Support

Installed internal hardware into Dell workstations/laptops (Hard Drive, RAM).

Ran DOJ/OJP batch scripts for user state migration and OS deployment task sequences.

Assisted migrated users with questions and demonstrations of common Windows 7 tasks.

Provided minor troubleshooting tasks during deployment phase.

Assisted staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines.

Office of the Chief Technology Officer DC Government December 2011 to June 2012

Help Desk Support Technician

Provided help desk support to over 60 DC Government agencies.

Created job tickets in Remedy and resolved customer issues at Tier 1 level in a Windows and Mac environment.

Responded to email request to be assigned to the proper service team.

Created and reset email and domain accounts in Active Directory and DC Government Active Roles.

Responsible for supporting PeopleSoft issues.

Configured MS Outlook for new users and added archived folders.

Used Bomgar and LanDesk software to remotely address user issues.

Education

Excelsior College in Albany - New York, NY - Bachelor of Science Degree, 2007

Michael Jones

add639@r.postjobfree.com

202-***-****

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