Information Technology Support
Resume:
BRIAN MOORE
Glenarden, MD *****
*******@*****.***
To obtain a position as an IT Specialist within your company providing direct technical support services to the organization and its immediate staff.
Work Experience
Help Desk Technician 2
ICMA-Retirement Corporation - Washington, DC
October 2021 to Present
• Operates as a service point-of-contact for help desk. Assist users by diagnosing, troubleshooting and resolving support tickets.
• Provide daily technical support for e-mail, network connectivity, printer, peripheral equipment, and system maintenance
• Deploy, maintain and operate numerous devices such as PCs, data projectors, iPads, smartphones, and sound systems
• Assist the user community on use of hardware and installed software applications. IT Help Desk Technician
MedStar (TEK Systems) - Washington, DC
May 2016 to February 2020
• Operates as a service point-of-contact for help desk. Assist users by diagnosing, troubleshooting and resolving support tickets.
• Provide daily technical support for e-mail, network connectivity, printer, peripheral equipment, and system maintenance
• Deploy, maintain and operate numerous devices such as PCs, data projectors, iPads, smartphones, and sound systems
• Assist the user community on use of hardware and installed software applications.
• Create help desk documentation with step by step instructions on problem resolving techniques
• Provide IT and Audio/Visual support for meetings and conferences
• Configure proprietary software to various department specifications and perform on-site consultation, training and installation services. Remotely manage Windows PC workstations at county department locations.
• Verify that latest critical operating system and security updates are applied to computers
• Apply operating system images Windows 7, 10, to new, existing, and loaner HP/Dell Laptops and Desktops using USMT and SCCM tools to configure and prepare laptops
• Ensure all Software Applications and Users Data have been migrated
• Install and configure PC as Workstations with normal log-on and Auto Log-on in the Clinical environments of the Doctors' Offices and Primary Care facilities
• Install additional applications like Medical Manager, Report Express and configured and trained users in Citrix Applications which were added to the Citrix Server IT Specialist
TriTech Enterprise Systems - Washington, DC
May 2015 to May 2016
• Diagnosed, troubleshoot and resolved a range of software, hardware and connectivity issues. Provided customer service support by performing detailed investigation of customer service complaints and issues, researched, analyzed and rectified problems expediently
• Assembled personnel workstations to include printer and network connectivity in order for personnel to complete their day-to-day activities. Provide technical support to the corporate headquarters and nearby supported locations: primary responsibilities installing/maintaining client workstation and server machines
• Performed physical installation/set up and associated configuration of network setting up routers/ configuring switches, performed hardware repairs where appropriate
• Installed approved software on user desktops/laptops, setting up new user's computers and workstation, relocating computers and workstation as requested, removing viruses
• Malware for designated computers, and participating in assigned projects supporting the System Administrator
IT Support Specialist
Maryland National Capital Park & Planning Commission April 2009 to December 2014
- Riverdale, M.D.
• Served as lead supervisor for team
• Scheduled weekly meeting to discuss the new or unsolved issues with the team and came up with possible solutions to prevent same issues happen again.
• Ensured all team members maintained mandatory training certificates and performed daily operational duties
• Administered timely high level of technical support to over 400 clients in Prince George's County Parks
& Recreation via telephone, remote desktop, email or in-person
• Diagnosed and resolved standard problems at the desktop level, to include the installation and upgrade of software/hardware implementing back-ups and configuring system applications
• Support After-Hours On-Call duties to limit system down time during internal or external outages and peak enrollment periods
• Created, updated and executed project plans to meet business needs and worked on multiple large- scale server. Contacted suppliers for competitive price quotes for hardware, software, and other office equipment
Education
Montgomery College - Silver Spring, MD
March 2010
Associates of General Studies in General Studies
Prince George's Community College - Largo, MD
1990 to 1992
High School Diploma
High Point High School - Beltsville, MD
May 1990
Skills
• As an accomplished Desk Top Technician I have demonstrated the ability to provide solid PC and Client/Server tech support for county government and small to medium sized businesses. Over the past decade, I have welcomed new and challenging assignments in diagnostic, troubleshooting and problem solving with hardware maintenance, installations and upgrades. With each new role, I have developed and enriched my organizational skills, refined my attention to detail and emphasized my strong interpersonal relationships with members of the team as well as Senior Leadership.
• Active Directory
• Citrix
• Help Desk
• Microsoft Windows
• Desktop Support
• Enterprise Software
• Network Support
• Operating Systems
• SCCM
• Remote Access Software
• VoIP
• LAN
• DNS
• Software Troubleshooting
• Mobile device management
• Microsoft Office
• Troubleshooting
• VPN
• Customer service
• Azure
Assessments
Basic Computer Skills: PC — Proficient
January 2020
Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.
Full results: Proficient
Technical Support: Customer Situations — Proficient May 2020
Responding to technical support situations with sensitivity Full results: Proficient
Operations Associate Fit — Proficient
November 2020
Measures the traits that are important for success in operations associate positions Full results: Proficient
Sales Skills — Proficient
November 2020
Influencing and negotiating with customers
Full results: Proficient
Attention to Detail — Familiar
October 2020
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Familiar
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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