Damian P. Hopkins

***** **** *** ***

Burke, Virginia 22015

Phone 571-***-****

Email: adeyu1@r.postjobfree.com

PURPOSE

To utilize managerial experience and computer skills, and leverage my experience to improve customer support, maximize workplace efficiency, ensure network integrity and mission accomplishment.

SKILLS:

Proficient in Microsoft 2000, XP, Windows 7, and Windows 10, Microsoft Office, VPN, Remote Desktop, Computer trouble shooting, Computer re-imaging using Norton Ghost and other imaging software, software, network setup, Photo processing, filing, and types 65 WPM.

Active Secret Security Clearance

CompTIA Security plus –Sept 2023

PROFESSIONAL EXPERIENCE:

Perspecta April 2009- Present

Field Operations Leader Washington Navy Yard March 2013 - Present

Responsible for the day to day operations of 40+ technicians at Washington Navy Yard

Responsible for onboarding and processing all new hires accounts (Service Manager 9, user account, NIPR admin account, SIPR admin account and CAC)

Responsible in making sure team had proper tools and guidance on policies and practices of NGEN contract.

Provided training and guidance to various technicians for ticketing system, SM9.

Provided after hours support of VIP issues (iPhone, computer, printer, and software issues)

Tracked compliance of upgrade to Windows 10 image for internal Perspecta machines.

Coordinated with upper management/leadership to for proper processes and information to relay to staff.

Responsible for resolving escalations both internal and external

Responsible for situation reports (SITREP) for high visibility issues.

Performed audits on tickets in Remedy and Service Manager 9

Responsible for tracking team performance metrics.

Uploaded and maintained Washington Navy Yard’s data on Sharepoint

Created step by step documents on how to create accounts

Created documents for escalation points

Met with customers regarding escalations and other issues with Field Services

Responsible to make sure internal machines were compliant with latest software and patches

Asset Manager January 2010 to March 2013

Responsible for Asset Management

Provided guidance on replacing blackberries, air cards, desktops, and laptops under the Missing, Lost, Stolen, or Damaged process.

Provided guidance on disposal of equipment that needed to be sent to staging

Provided guidance on ordering replacement parts from HP and Dell

Responsible for ordering replacement blackberries for Base Operations team

Responsible for providing guidance on blackberries to the National Capital Region (getting them reactivated, replaced, etc.)

Customer Service Representative April 2009 to January 2010

Responsible for updating tickets in Remedy and Service Manager 7

Provided VIP customer support for issues regarding XP issues and Office 03/07 issues

Supported over 300 users with Microsoft XP issues

Supported users with Office 2003 and some 2007 problems.

Setup VPN’s and Blackberry’s for various commanding Officer’s.

Supported users with hard drive issues (re-imaging and recovering issues)

Troubleshot and assisted users with Microsoft XP and Office 2003/2007 issues.

Utilized remote Desktop to install software, push patches, map disk drives, and set up printers

Troubleshot and assisted users with printer issues

Pushed latest images to desktops/laptops on the Washington Navy Yard as required

Assisted with isolation and clean-up of electronic classified spillages affecting 80+ users, restoring NIPRNET system services and protecting sensitive Navy data

Responsible for ensuring machines were up to date with latest patches

Relocated from Colorado February 2009

Spherion, Boulder, Colorado May 2008 - February 2009

Network Coordinator

Provided Phone and Desktop support to over 100 users.

Troubleshot and assisted users with Microsoft XP and Office 2003 issues.

Responsible for routing network outages through proper channels.

Troubleshot and replaced hard drives, power supplies, RAM, Video cards, etc.

Responsible for creating tickets in oracle-based tracking systems for network outages.

United States Air Force, Alaska/Colorado May 2003 – March 2008

Information Manager

Supported over 300 users with Microsoft XP issues.

Migrated users from 2000 to XP.

Backed up user’s hard drive data to network and tape drives.

Installed and configured Outlook mail accounts and coordinated Exchange Account setup.

Supported users with Office 2003 and some 2007 problems.

Setup VPN’s and Blackberry’s for various commanding Officer’s.

Utilized Active Directory including password resets, user account additions and deletions, the assignment of groups and permissions.

Pushed Ghost images to new Dell laptops and desktops.

Utilized remote Desktop to install software, push patches, map disk drives, and set up printers.

Responsible for ordering computer supplies and parts from AFway.

Responsible for Windows XP and driver upgrade computers.

Responsible for managing offices files through AFRIMs.

Responsible for sending correspondences.

HONORS AND ACTIVITIES

oHonorably discharged from United States Air Force on 6 March 2008

oReceived the Good Conduct Medal

oReceived the Global War on Terrorism Medal

oReceived Air Force Information Manager of the Quarter Apr-Jun 2004 award

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