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

Sandy Springs, Ga. *****

Phone: 404-***-****

Email: adhsb1@r.postjobfree.com

Robert G. Ray II

Objective

To advance myself with improving skill sets, knowledge and application of new and different IT technologies that can advance my career and achieve greater personal reward in the process

Professional Accomplishments

Skill Set of Experience

Worked in the Emergency Operations Center (EOC) at the Centers for Disease Control and Prevention (CDC)

Windows Server OS experience: NT 4, 2000, 2003, 2008

Windows Desktop OS experience: 3.1, 95, 98, ME, 2000, XP, Vista, 7, 8, & 10

Working knowledge of Windows scripting, security, and Active Directory

Working knowledge of Windows Remote Desktop Protocol (RDP)

Highly skilled in building and distributing Ghost images

Ensuring that HHS Security guidelines are followed

Building and implementing Windows servers in a domain environment

Updating and upgrading computers

Troubleshooting LAN, and network problems, repairing printers, and other computer peripherals

Setting up new computers, servers, and printers.

Ability to read gauges, specifications, measuring devices and technical drawings

Ability to calibrate instruments and equipment

High level customer service skills and supervisory skills

Data entry

MS Office Professional Suite

Knowledgeable in database creation and maintenance

Blackberry Exchange Server Administration

RSA Security Console Administration

Active Directory Users and Computers Account Administration

Virtual Desktop environments

Skype for Business\Lync

Identity Access management via Smart Cards

Over 20 plus years of dealing with Microsoft Windows products from the early 1990’s

Employment History

08/2017 – Present: Onsite Tech Support

Robert Half/Tech Systems contracted to Gemalto.

Desktop support services to 100 end users to include software installations and updates, computer imaging of computers.

Additional tasks include network services, password resets, and account maintenance via active directory, and instructions to end users on best practices for software use and security knowledge to be applied.

SCCM applied via Configuration Manager and MS Software Center.

08/2005 – 08/2017: Senior Help Desk Analyst

CDC/Computer Sciences Corp

Receive incoming telephone support calls from C.D.C staff to resolve issues of end users ranging from secretaries, scientist and administrators needing assistance with Microsoft O/S, browser and Office issues.

Various scientific and in-house created software is also supported. Administrative roles include account creation, maintenance and modification.

Active Directory group maintenance and modification. Microsoft Exchange account and distribution list creation, modification and maintenance.

Support requests handled via telephone, online submissions and Email.

SCCM applied via Configuration Manager and MS Software Center.

Tickets tracked with online via H.P. Peregrine software.

1/2000 – 08/2005: Hardware/Software Engineer

CDC/Computer Sciences Corp:

Set up and maintain computers for use by researchers and administrative staff of various branches of C.D.C. Assist in team projects needed for the maintenance of the computer network and workstations.

Install, maintain, and instruct end users of software and operating systems in mixed network environment that includes several versions of Microsoft Windows, Apple and Unix systems.

09/98 – 01/2000: Help Desk Analyst

InfoCure Inc.

Administered software and services remote servers running proprietary medical practice software.

Skills included AIX/SCO versions of UNIX commands for user permissions, configuration and print services.

Assisted end users to run activities needed for maintenance and upkeep of data.

06/95 - 08/98: Help Desk Support Analyst

Wang Laboratories

Resolved in-depth technical issues for PowerPoint and Word in a one on one environment.

Also, handled issues pertaining to Windows 3.x, Windows 95 and Windows NT.

This period represents 38 months microcomputer support experience.

11/93-04/94: Help Desk Analyst

Olsten Temporary Service\TaxWise Software Inc.

Received inbound calls from Universal Tax System's tax preparation software customers.

Assisted in identifying operational difficulties experienced by the customer.

Clarified policies and procedures involved in electronic tax preparation.

Summary

Over fifteen years of User, Server, and Network Support experience. Very adaptable to operational and policy changes. I am experienced at building and maintaining Windows servers and workstations as well as their supporting infrastructure. Experienced with Microsoft SCCM and Active Directory Users and Computers Utility. Willing to volunteer for projects and extra duties. Subscribe to several IT based trade magazines to keep updated to current technologies. Dependable and loyal to the company and the customer.

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