Mr.

Jerry Bainbridge

Help Desk Technician

Abingdon, MD 21009

************@*******.***

443-***-****

** ***** ** ***** ******* experience

Work Experience

Help Desk Technician

Office of Personnel Management - Washington, DC

June 2009 to February 2020

Help Desk Technician for Office of Personnel Management through Akima LLC. Worked under Windows operating systems performing system maintenance, account maintenance and software maintenance. Worked with Office 365, Remedy, Adobe Acrobat, Microsoft Lync and Skype, LAN and VPN systems, Microsoft Outlook including management of local e-mail (.OST and .PST). Mapped shared networks, IP systems. Also did some iPhone passcode management. Worked with Remedy, Microsoft Office up to Office 365 to include Outlook 365 using Exchange Server and Cloud based storage. For remote access I used Lync, Skype and CyberArk. Client software supported was Adobe Acrobat, Google Suite, and OPM propriety packages to include PIPS and OPM mainframe package.. I worked with system security to include password management and cybersecurity issues. Average number of calls and e-mails is 50 per day. Assisted with inventory management. Worked alongside Tier II team in a wide variety of system issues. Used BitLocker for system encryption. Software installs were managed with LANDesk and Microsoft Software Manager. Information Technology Specialist

US Army Aberdeen Test Center Aberdeen Proving Ground Objective: To advance my career in the world of Information Technology with a up and coming company and to excel in my field. Specifically, I would like to work as a member of a Help Desk team, eventually advance to a position as Help Desk Manager. Summary of Qualifications 1983-3/17/2007 US Army Aberdeen Test Center Aberdeen Proving Ground, MD IT Specialist Worked as a Tier II member of the Help Desk Team from 1997 to 2007. Help Desk was administered using Support Magic, later moving to Track-IT. Troubleshot and repaired problems, both hardware and software based for approximately 2000 systems of all types, vast majority being Dell personal computers covering the entire Dell line. Served as a System Administrator from 1999 to 2007. Served as a Network Administrator from 1986 to 1999. Responsible for set up and preparation of new systems entering use by the Government based on the Army Golden Master model. This includes patching systems to meet Army standards as set forth by the CIO/G-6. New operating systems were deployed using Symantec Norton Ghost on both new and rebuilt systems. I advised on computer requirements to meet both test and management needs. I assisted in the set up of the Army Golden Master Computer Lab set up so that all new and reused systems can be processed through a central area. Also developed program to process out turned-in systems based on government regulations. Knowledgeable in Windows up to Vista, Microsoft Office 2003, Adobe Acrobat Professional 8.0, most anti-virus packages, Firefox, and all government approved packages to include Word Perfect, FrontPage and Forms Engine. Knowledgeable in vast majority of Hewlett-Packard printers in used and repair, many personal computer peripherals. Served as COR to PC Maintenance Contract for ATC 1988-2006, responsible for coordination of outside hardware repair assistance. Covered all personal computers out of warranty and all peripherals, to include submitting and keeping budget and maintaining supplies for the Help Desk Team. As a member of the Help Desk team I was responsible for the procurement of all supplies and stocks of repair supplies and equipment, as well as maintaince of repair equipment. I also was responsible for keeping the budget for this task. Also was responsible for the yearly budget request. Education 1979-1981 Harford Community College Bel Air, MD AA Degree Computer Science References Provided upon request Accreditations Hold Information Assurance accreditations up to Level II. Education

Associate Degree in Computer Science

Harford Community College - Bel Air, MD

June 1979 to June 1981

Skills

• Active Directory (10+ years)

• Tech Support (10+ years)

• VPN and Remote Access packages (10+ years)

• Microsoft Office up Office 365, Dragon Naturally Speaking, Lync and Skype, Adobe Acrobat. (10+ years)

• Help Desk using Remedy both telephonic and e-mail support Certifications

Information Assurance Certification Levels I and II, US Army