Software Support
Resume:
RAYMOND EDMONDS III
***** **** ****** ** *** ***, COLUMBIA, MD 21044
CELL: 410-***-**** ***********@*****.***
IT SPECIALIST
Experienced professional seeking a position with the government, and for private sectors
Recent BSEE graduate with experience as an engineer and computer information specialist within collegiate academia. Possess the analytical abilities and technical skills necessary for Technical Analysis and Application Support. Team player with a solid understanding of information technology theory, industry-standard software and testing tools. I am self-motivated, detail-orientated when working in a fast-paced environment. Accomplished communicator with end-users in remote and desk-side environment to resolve issues.
EDUCATION
Morgan State University, (Baltimore, MD) 2014 – 2017
Bachelor of Science in Electrical Engineering
Concentration: Computer Engineering
TECHNICAL SKILLS
●Database Administration
●Computer Software
●Integrated Systems
●Maintenance / Monitoring
●Virus Protection / Back-up
●Java / C Programming
●Microsoft Exchange
●Powershell / Linux
●Wireless Modems/Routers
●O365
●Azure
EnCompass LLC IT Specialist Dec 2020 – Current
●Evaluated and integrated new software or Operating Systems for the network
●Created and supported automation solutions for large scale rollouts to reduce the timescales and improve the quality of deployments.
●Strongly communicated issues, solutions, and their impact to the business across the organization and Client staff.
●Continually improve documentation and creation of knowledge documents to enable the team to better serve the organization.
●Develop, manage, and maintain policies, procedures, processes, technical designs, and system documentation for the Desktop Services Team
●Answered user inquiries regarding computer software or hardware operation to resolve problems.
●Performs repairs to computer hardware, software, and firmware, or makes changes to systems management software, to improve performance and eliminate problems
●Implements changes to the production environment as specified by user and/or management. Defines and adjusts downtime change management process
●Configured IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
●Supported desktop maintenance, including inventory and software distribution, and security maintenance.
● Provided virtual user assistance sessions via TeamViewer.
●Used an IT ticket system, is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist
●Provided IT Support to customer for meeting management by responding to meeting requests and providing audio/visual support during meetings and conferences including audio recording, broadcasting, projectors, etc.
● Maintained regular communication throughout the day with other tiers of support and Management staff, reflecting ability to work well under pressure and to meet deadlines as needed.
Freelance IT Specialist Oct 2019 – December 2020
●Proactively engaging in new ways to contact and network with new clients via email and phone call. Respond to external clients for both trouble and task-oriented issues, while providing clearly written documentation regarding the problem, task, and resolution for future issues.
●Ensure all systems are operated, maintained, and information is disposed of in accordance with internal security policies and practices
●Resolve complicated issues involving AV equipment, Printers, Cable management, while maintaining a clean and orderly area.
●Conduct user training for clients to ensure systems security and increase user awareness. Teaching them troubleshooting steps if they come across a similar problem.
●Performed installation and configuration of all software applications, operating system and anti-virus updates. Troubleshooting and administration of MacOS, Linux, Windows 7, 8, and Windows 10 computers.
●Software and hardware installs, network configuration, system configuration, hardware break/fix and advanced technical support.
●Responsibility for granting access to shared drives, adding group memberships, resetting passwords, enabling/disabling accounts in Active Directory.
●Deployed and installed hardware and software on desktops, laptops, and mobile devices.
●Installed memory, hard drives, NIC cards, and video cards in desktops. Troubleshoot computer hardware and software.
●Maintained and troubleshoot routers, switches, desktop and laptop computers.
●Assist daily with Network related issues such as diagnosing network connectivity and non-connectivity using a tone generator, VLAN setup, manage 3 application servers as well as 4 print servers.
●Administer rights and group privileges to clients via Network Admin and Active Directory, Exchange Management Console. Issue agency LAN log-on for end-users; move, add, delete end users and shared folders, calendars and other resources on the agency network
WORK OF EXPERIENCE
United Parcel Service (Laurel, MD) Technical Support Technician April 2018 – Oct 2019
●Reduced outages and priority incidents after deployment to production, reduced downtime, and improved revenue
●Complete Upgrades from Windows 7 to 10 as a refresh project for over 1000 machines
●Managed multiple projects and support assignments, focusing on promoting clear communication with our customers, as well as providing training, and supporting troubleshooting efforts.
●Consulted with customers and other IT groups on unusual problematic projects and installations
●Assigned to quickly identify and correct issues not related to customer service in order to ensure that they were addressed in a timely fashion, reducing the number of risks to customer and borrower confidence
●Proactively monitor and respond to electronic tickets from internal and external clients for both trouble and task-oriented issues, while providing clearly written documentation regarding the problem, task, and resolution
●Responsible for attending meetings both locally, and via teleconference. Frequently meet with local vendors and contractors. Maintain a written spreadsheet of all current IT hardware.
● Conduct user training to ensure systems security and increase user awareness
●Performed installation and configuration of all software applications, operating system and anti-virus updates. Troubleshooting and administration of Windows 7, 8, and Windows 10 computers.
●Remote assistance with installs, network configuration, system configuration, hardware break/fix and advanced technical support.
● Responsibility for granting access to shared drives, adding group memberships, resetting passwords, enabling/disabling accounts in Active Directory. Developed and maintained group memberships for shared drives in Windows Server 2010.
Morgan State University (Baltimore, MD) IT Technician May 2016 – May 2017
●Support over 5,000 employees on Windows XP and Windows 7, Windows 8, Windows 10
●Support revolves around level I, II and III IT support and Systems Administration.
●Image pc’s and add them to the domain for deployment
●Responsible for the installation of hardware parts into desktops, laptops, HP printers
●Perform installation and maintenance of software i.e., Adobe standard, professional 8,11, Microsoft Office 2007, 2010
●Assist daily with Network related issues such as diagnosing network connectivity and non-connectivity using a tone generator, VLAN setup, manage 3 application servers as well as 4 print servers.
●Administer rights and group privileges to clients via Network Admin and Active Directory, Exchange Management Console. Issue agency LAN log-on for end-users; move, add, delete end users and shared folders, calendars and other resources on the agency network
●Utilize LANDesk and Remote Access to log onto client’s pc for software installation and break fix issues for network connectivity and printer related issues.
●Monitoring resources, maintaining resources pools, user entitlements and applicable policies.
●Diagnosing and troubleshooting end user resource and connection issues as well hardware and software.
Morgan State University (Baltimore, MD) Jr. NOC Technician Jun 2013 – Aug 2014
●Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision
●Support all network hardware and equipment, including routers, switches, hubs, firewall and IPS utilizing vendor provided managed services when necessary
●Connectivity and networking support and troubleshooting in complex, multi-site LAN/WAN environment
●Remote assistance with installs, network configuration, system configuration, hardware break/fix and advanced technical support.
●Audited computer parts and IT devices and ordered new parts to maintain optimal levels of inventory
●Ran a Linux OS on a server
●Created a website using Adobe DreamWeaver
●Explain technical information in layman's terms to service users and other personnel to answer questions and provide information about equipment and its operation.
●Experience managing, supporting, and deploying network infrastructures
●Engineering Project – created a physical layout of the server room using Microsoft Visio
●Explain technical information in simple terms to service users and other personnel to answer questions and provide information about equipment and its operation
Morgan State University (Baltimore, MD) Computer Technician Jun 2012 – Aug 2012
●Installed and performed minor repairs to hardware, software, or peripheral equipment while following design or installation specifications
●Supervised the implementation and troubleshooting of software and hardware solutions
●Provided first and second level computer support and maintained records and inventory of IT resources
●Supported set-up and breakdown of A/V equipment for meetings and/or conferences
●Repaired technical tasks such as set-up, assembly, and installation of components or equipment
Social Security Administration (Woodlawn, MD) Student Trainee Jun 2010 – Aug 2010
●Understand and follow workplace policies and procedures
●Perform the responsibilities of processing informational data and forward the same for approval to the concerned person
●Liaise with colleagues and managers to proactively escalate problems and potential issues
●Plan and proactively manage workload ensuring that urgent work is prioritized, deadlines are met, and work is technically accurate, clear, concise and error free
●Effective and clear communication and development of strong working relationships with members of the International Affairs team
Morgan State University (Baltimore, MD) Jr. Computer Technician Jun 2009 – Aug 2009
●Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision
● Implement support packs, system upgrades, patches, installations and configurations ensuring thorough testing to meet technical and business requirements.
●Monitor necessary backup/restore services, in coordination with onsite staff performing the backup services
● Good oral and written communication skills, and ability to address conflict with others constructively
●Experienced managing, supporting and deploying network infrastructures
●Strong ability to diagnose server or network alerts, events or issues
Morgan State University (Baltimore, MD) Jr. Computer Technician Jun 2008 – Aug 2008
●Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision
● Implement support packs, system upgrades, patches, installations and configurations ensuring thorough testing to meet technical and business requirements.
●Monitor necessary backup/restore services, in coordination with onsite staff performing the backup services
● Good oral and written communication skills, and ability to address conflict with others constructively
●Experienced managing, supporting and deploying network infrastructures
●Strong ability to diagnose server or network alerts, events or issues
CERTIFICATION
●COMPTia Security+
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