Desktop Support Technician

Location:

United States

Posted:

May 11, 2021

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Resume:

Adrian Shaw

301-***-****

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

CERTIFICATIONS

Security+ Certification, July 2020

Network + Certification, May 2010 (Pre CE)

CLEARANCES

Top Secret (Archived)

SKILLS

Hardware: Working hands-on knowledge on TCP/IP, Ethernet, VPN, Token Ring, Hubs, Bridges, Switches, Cisco Routers, and Gateways etc.

Software: Microsoft Word, Microsoft Excel, Access Database, Remedy Action System (ARS), Help Desk, Cisco AnyConnect Secure Mobility Client and AnyConnect VPN Client, Shoretel

Operating Systems: Windows 95, Windows 2000 Professional, Windows XP Home-Professional-Media Center Edition, Vista, Windows 7, and Windows 10

WORK EXPERIENCE

Vision Technologies/SAIC (EPA-EUS Program) October 2020-Present

Senior Helpdesk Specialist

Perform Deprovision for laptops turned by departing employees

Perform Provision and laptop setup for new personnel

Responsible for Tier 1 and Tier 2 incidents (password reset, software installation, Blue/Black Screen of Death), hardware failure and replacement, Office 365 troubleshooting, and profile setup

InSight Global

Hewlett Packard/Bank of America (Short Term Contract) August 2020-October 2020

Tier 4 SV3 Engineer

Coordinate with Bank manager to have necessary teller information saved before server refresh

Performed data backup and power down of server following the departure of bank staff, then removed old server and recorded serial information for retrieval

Installed new server and rail assembly on server rack; initiated server software installation and data retrieval

Complete server refresh paperwork; contact HP Call Center with progression steps as required

Impaq International (Short Term Contract) January2020-May 2020

Service Desk Administrator

•Use SCCM (System Center Configuration Manager) for imaging, remote access, and workstation maintenance

•Access Exchange Admin Center to create, edit, and remove Distribution Lists, enable and disable email accounts, and set ACL lists

•Provide troubleshooting support to remote end and on-site users. Diagnose, troubleshoot, and recommended fixes to connectivity, software and hardware issues

•Perform hard drive recovery using Windows BitLocker

Skyline Technology Solutions (Short term Contract) August 2019-December 2019

Help Desk Technician

•Assisted in re-imaging workstations affected by a ransomware attack

•Assisted in assuring that Skyline Internal workstations were compliant with new Company security policy. Also manually updated any application showing as outdated and in Tenable vulnerability scan

•Assisted in removing previous hard drive encryption and encrypting workstation hard drives by enabling BitLocker

Sotera Defense Solutions/KeyW Corp.

U.S. Department of Agriculture (Food Safety Inspection Service) July 2016-June 2019

Help Desk Technician

•Screened and diagnose internal inquiries and work requests as they relate to maintenance of government-issued laptops, desktops, mobile devices, and peripherals.

•Provided troubleshooting support to remote end users. Diagnose, troubleshot, and recommended fixes to connectivity issues.

•Performed hard drive encryption, decryption, recovery, and administration via MacAfee Safeboot and Windows BitLocker Configure, test, and modify user accounts, devices, and profiles from enterprise servers and systems.

•Determined the urgency of need based on impact to business and speed of resolution. Use current ticketing system to match incidents against known errors and problems, check for existence of multiple related incidents and check for existence of duplicate requests. Determines if an immediate resolution is available and if not escalate the ticket to Tier 2.

•Performed duties as Shift Lead: managed productivity of Service Desk while Task Area Lead and Deputy Task Area Lead were not present: assigned tickets for callbacks if further troubleshooting was needed or more information needed to be gathered.

•Handled on the job training for new hires.

Problem/Ticket Management/Assistant Trainer

•Responsible for screening tickets to make sure that contractual Service Level Agreements are met.

•Created and distributed reports detailing the ticket status for the nine Task Areas that service FSIS (Food Safety Inspection Service) department of USDA.

•Assisting in training for new hires, as well as refresher training for current help desk technicians. Also assisting in creating materials for training program.

•Fill in for various duties as needed (managed network line troubleshooting for food establishments, maintaining call volume SLA during major outages, taking over duties of other techs when absent).

Depot Tech

•Assists in imaging Dell 3510 laptops with FSIS approved Windows 10 image and prepared laptops for deployment to FSIS users.

•Assisted in receiving excess and damaged equipment shipped to the Depot, as well as placing the equipment on spreadsheet for inventory purposes.

•Responsible for troubleshooting damaged printers with HP Phone Support for replacement

•Assists in categorizing and preparing excess equipment for disposal.

Continental Technologies Inc. (Short term Contract) May 2016-July 2016

Baltimore Washington Medical Center

Deployment Technician

•Performs installation of Hewlett-Packard brand monitors, printers, and workstations to hospital personnel and retrieves outdated equipment scheduled for replacement

•Performs imaging of workstations and thin clients using SCCM imaging process

•Responsible for un-boxing new workstations and monitors, sorting and storing all accompanying accessories, and breaking down packing equipment and boxes for disposal

InSight Global (Lockheed Martin) June 2015 – Oct 2015

DMA – Fort Meade, MD

Help Desk Specialist

•Provided technical, operations, and training support to users of the company's personal computers either by telephone or on-site relative to desktop hardware and software packages

•Performed hardware diagnostics and coordinated with Dell for warranty-related fixes

•Assisted in planning and designing personal computer support systems

•Acted as liaison for data transfer systems design and implementation

•Installed and tested personal computers, printers, and other peripherals

•Configured operating system, shrink-wrap programs, and applications software programs

•Developed reports and databases

•Provided technical support for personal computers

•Deployment and retrieval of IT equipment such as workstations, monitors, phones, accessories

•Hands-on knowledge of Active Directory to include user account setup, computer account setup, and password resets

•Hands-on knowledge of enabling/disabling permissions to Active Directory Objects and permissions

•Knowledge with Creating & Managing Users & Groups and their Profiles Creating & managing

•Knowledge of creating Origination Units, Sites and Group policies in Active Directory.

•Basic knowledge of Active Directory administration, security policy and auditing.

•Assisted users with Microsoft Outlook setup including recreating profiles and PST files on replacement workstations; also assisted new users with Outlook profile setup for new profiles and first time PST creation.

•Imaged new workstations and laptops using SCCM process

•Enabled hard drive encryption using Microsoft Bitlocker

AmVet Technologies (Sept 2012-February 2015)/GlobeComm (April 2012-Sept 2012)/

Department of State

Tier 1 Mid-Level Security Engineer Analyst April 2012-February 2015

•Monitored real time intrusions on a Windows 7 network using Department of State Foreign Affairs CyberSecurity Center (FACC) production IDS tools, products, and systems (Internet Security Systems, Inc. (ISS) RealSecure™, FireEye, Vern Alerts, Splunk, RSA Security Analytics and Netwitness).

•Conduct incident-event investigation and analysis; assessing and detecting network vulnerabilities.

•Maintain awareness of cyber trends, threats, and vulnerabilities.

•Analyze IDS data to determine root cause of security events and coordinate remediation with personnel throughout the globe.

•Monitor the Security Operations Center (SOC) hotline, email inboxes, and other communications.

•Identify, analyze, remediate, and report on security incidents; report incident information to US-CERT.

•Maintain incident logs in analysis database.

•Coordinate with internal teams, field users, and others as needed to analyze events.

•Support on-going investigations related to computer security.

•Identify operational efficiencies and suggest improvements to CIRT leadership.

Sagent Partners / Department of Homeland Security December 2010-April 2012

LAN/Deskside Support Technician

•Provide technical, operational, and training support to users of company's personal computers either by telephone or on-site relative to desktop hardware and software packages.

•Perform hardware diagnostics; performed break/fix repairs such as replacing hard drives, fiber optic NIC cards, and memory sticks; coordinated with Dell for warranty-related fixes

•Act as liaison for data transfer systems design and implementation.

•Installs and tests personal computers, printers, and other peripherals; configure operating systems and applications’ software programs.

•Provide customer service at individual client workstations in various locations in DC metro area.

Kforce IT Staffing / Pentagon October 2008 – December 2010

Computer Technical Support Analyst

•Developed and maintained knowledge of the customer’s organizational structure and adhered to the customer’s processes and procedures related to system implementation and sustainment.

•Surveyed offices selected to receive desktop computers in accordance with Standard Operating Procedure (SOP) for replacing equipment.

•Part of a team that installed over 6000 workstations using Vista operating system for the Air Force.

•Inventoried new hardware received at the warehouse, documented, and verified a minimum of asset tag, serial number, make, model, processor speed, hard drive size, amount of RAM, and purchase cost data.

•Prepared and staged equipment for delivery as applicable.

•Transported desktop computers to work sites as required upgrading AFDW users.

•Followed detailed checklists and DOD/SOPs for desktop and monitor installations, validating that the new unit works properly. This included reinstalling all previously licensed software on the old system, migrating PST files and other work related data, and reinstalling print drivers.

•Performed follow up documentation in Remedy or applicable database spreadsheet daily.

•Performed hard drive imaging on the bench and installation of replacement/upgraded desktops and monitors, including existing software applications.

•Acted as Team Lead Technician and liaised between customer, PM, and team to ensure problems, questions and concerns were handled in best possible fashion; oversaw completion of paperwork to turn in to PM.

•Acted as stand-in Quality Assurance Technician to troubleshoot complex issues as they arose; duties usually performed along with duties of Team Lead.

TEKSystems IT Staffing / US Coast Guard (Short term Contract) June 2008 – September 2008

Information Security Analyst

•Monitored real-time intrusions on CGDN network using IDS software deployed by USCG (Intrushield by McAfee and Sguil).

•Performed near real-time detection, identification, analysis, and correlation of IDS events, as well as escalation of legitimate IDS threats, remediation, notifying ISSO’s of other districts of possible threats to the network, and formal reporting of events.

•Monitored classified network and e-mail, reporting to government management when messages and/or alerts were sent on classnet.

•Provided daily pass down of events to the oncoming shift. Participated in formal and informal training opportunities on Network Security fundamentals and industry trends, especially with regard to Intrusion Detection techniques and advancements.

EDUCATION

PG Community College, August 1993 – May 1996

Bowie State University August 1992 – May 1993

TECHNICAL TRAINING

TESST Institute of Technology, May 2005 – September 2005

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