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Support Assistant

Columbia, MD
July 28, 2020

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Thomas Lewis

IT Technical Support

“Creative & Independent Problem Solver” 301-***-**** Columbia, MD

Resolution oriented IT Expert with 17 years’ experience working in collaboration to determine best solutions and drive excellent customer service. Trustworthy and innovative specialist delivering a user-friendly approach, comprehensive support and safeguarding continuous system operations. Dedicated to exceptional management of technical support, issue identification and recurrence prevention. Recognized for process improvement, adept at implementing new procedures to strengthen security, cut costs and drive operational efficiency.

Technical Expertise IT Support Systems Analysis Quality Assurance Diagnose & Troubleshoot Security

End-User Resolution Employee/End-User Training Network & Hardware Maintenance Software Installation

MAC & Windows Expert Workstation Set Up Project Management Report Generation Access Management

Career Progression

Information Technology Support Liaison-SHA/MDOT Baltimore, MD 3/2018-Present

Support State Highway Administration (SHA) & Maryland Department of Transportation (MDOT) with hardware/software applications ProjectWise and MicroStation. Assist in 495 design projects which will cover two years.

Manage MDOT project OP3-set up 50 computers for end-users, install software and establish viable connections.

Oversee 85 users in OP3 project, maintain all systems and provide user support to ensure seamless operations.

Create user manual for remote login, design and curate comprehensive guidebook for 85 users and new hires-manual incorporated as onboarding tool companywide.

Handle customer support requests troubleshoot symptoms and deliver solutions for Windows 10 software.

Assist SHA/MDOT consultants-direct setup and configuration used for large scale projects-ensure proper use.

Command Center Technical Support Specialist-NCR Government Systems, LLC Germantown, MD 5/2017-1/2018

Assisted and supported the United States Post Office with hardware and software applications for retail systems utilized in nationwide post offices. Administered tech support and troubleshooting for efficiency.

Slashed service desk support calls by 40%, analyzed point of sale (POS) guide system, identified error- administered and created new updated setup guide for company use.

Analyzed faulty receipt printers, located driver not compatible with current system, successfully replaced driver-customers received proper receipts.

Answered complex customer questions remotely, easily explained viable solutions.

Oversaw Tier 3 & 4 support inquiries, ensured comprehension which resulted in less stress and seamless transactions.

Boosted customer experience, assisted with USPS workstation rebuilds, used Microsoft Remote Desktop Connection.

Associate Help Desk Specialist-General Dynamics Information Technology Bethesda, MD 9/2016-5/2017

Supported National Institute of Health applications-NBS, NIH Business Systems, nVision Financials, Integrated Time and Attendance Systems and Concur Government Addition for Travel. Assisted customers per week-troubleshoot and solutions.

Diagnosed and provided best solutions for MS Outlook, Windows 7 Enterprise, Windows 10, Java and MAC-safeguarded customer satisfaction and high functioning systems.

Resolved technical matters remotely, utilized Bomgar and leveraged hardware/software expertise.

Offered on-site technical support for desktop computers in cross-platform workplace, boosted systems efficiency.

Presented Help Desk-based IT support to end-users in fast-paced aerospace firm, secured viable resolution and employed expertise for continuous workplace operations.

Integration and Assistant Technician-Dynamic Technologies Burtonsville, MD 5/2001-9/2016

Built, serviced and tested video systems for police agencies globally as well as US military and federal government agencies. Oversaw inventory and outgoing IT orders per week.

Upgraded Ocean Systems, offered support for related software with versions of Photoshop, ensured proper use.

Supported end-user in utilizing reimaging systems Symantec Ghost and Microsoft Windows Systems Image recovery.

Arranged and installed Ocean Systems PCs and laptop configurations for local and state agencies, monitored use and trained in proper utilization.

Demonstrated trusted resource-high-level problem-solving aptitudes that built strong interdepartmental relations.

Education: Montgomery College Rockville, MD

Certified Computer Hardware Upgrade & Support and Local Area Networking Support

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