Kelvin L. Gordon

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

Huntsville, AL 35810

256-***-****

adqy72@r.postjobfree.com

Summary

As an IT/ Help Desk Support Services Specialist recognized for effective troubleshooting skills, responsible for troubleshooting operating systems, and Network connectivity issues. Provided end-users support with commercial off the shelf software, as well as proprietary software. Selected numerous times to be on special teams to support highly visible projects for NASA, Shuttle Program, and Space Station. As a team Leader was responsible for delegating tasks, training personnel on processes and procedures. Also possess excellent communication skills including verbal, written, and telephone etiquette. Above average ability to interpret, analyze, troubleshoot, and resolve technical problems. Interact well in a team environment or training capacity. Work well with a minimal amount of supervision. Have a strong working knowledge and experience with computer hardware, software, and peripheral devices in a diverse environment. Proficient in Windows 95, Windows 3.1, Windows NT 4.0, Macintosh Systems, LAN, and Network.

Work Experience

Leidos/Dynetics/Compgain September 2021 to Present

Install desktop/Laptop software using approved tools

Troubleshoot operating system

Update tickets with accurate and timely records of work performed, and resolution detail

Experience support a Windows 10 migration project experience with Windows 10 migrations including backup, imaging, data migration, setup, application installation, and post support (local and remote). Experience with McAfee FDE, Bomgar, ServiceNow, Druva inSync, and multi-factor authentication/PKI are a plus.

Familiarity with Windows 10 migrations

Self-sufficient, organized, reliable

Coordinate hardware warranty repair

Escalate to 3rd party vendors when necessary

Responsible for raising and coordinating problem management issues

Perform additional tasks (end user/infra related) when required

Participate in projects

Desktop technician skill set

Acronis Backup

MarelIi Field Service Engineer/Helpdesk (February 2021-Septeber 2021)

Create and manage tickets for end users.

Provide technical assistance with issues relating to hardware and software.

Army Corps of Engineers PC Technician fix/break (August 2018-Present)

Experience supporting Windows 7, Windows 10, and MS Office 2013.

Experience using Remedy or a similar ticketing system.

Strong analytical and follow through skills.

Strong verbal and written communications skills.

Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments.

Ability to work well independently on defined tasks.

Ability to work well as part of a team.

Experience maintaining Lexmark, HP, Printer (i.e. installing maintenance kits)

Prior USACE/ACE-IT experience

Experience working in a DoD environment

Experience supporting Office 365

Prime Technology Migration Technician (January 2018-March 2018)

Provides hands-on user support by troubleshooting hardware and software problems for desktop and laptop computers. Configures workstations for new users and upgrades existing equipment and software. Sets up and maintains network and telecommunication systems. Troubleshoots LAN, server, and connectivity issues. Utilizes ticketing system, when necessary. Re-images computers performs data migrations and restorations, and conducts remote problem solving as needed.

Possess a working knowledge of hardware components, hardware configurations, and have strong software experience.

Migrate images from windows 7 to windows 10 upgrade bios, setup printer

ANMINA Test Technician Lead/Debug Technician (August 2015-October 2017)

Able to troubleshoot rejected analog and digital assemblies down to component level, using test procedures, Schematic and other supply documentation as required.

Test assemblies to verbal or written instructions, or by following Test Process instructions.

Oscilloscopes, Spectrum Analyzers, Network Analyzers, and Meters.

Computer controlled test equipment

HPAICES/COLSA Monitoring Technician (October 2011-July 2014)

Provide data center monitoring for NASA Agency Consolidated End-User Services (ACES) at Marshall Space Flight Center.

Watching alerts, logs and notifications from security tools, systems and environment notifications that have the subject matter expertise to react and resolve.

Generate Incident and reporting, DAR SAN Alerts Monitoring of AV/HIPS/AS to ensure against malicious code Provide End User Service (EUS) Tier II service during off hours. May be responsible for assisting others, including customers, in using audio/video equipment or other special equipment. Microsoft Active Directory, Group Policy, Remedy, Symantec Antivirus, Ghost.

Printers, Scanners, E-mail, Teleconference, and Remote Desktop.

Performs non-routine assignments of substantial variety and complexity, using operational precedents, which are not fully applicable. May also plan such assignments.

Develops or reviews designs by extracting and analyzing a variety of engineering data.

Applies conventional engineering practices to develop, prepare, or recommend schematics, designs, specifications, electrical drawings, and parts lists.

Conducts tests or experiments requiring working with a wide variety of critical test equipment and test procedures.

Sets up and operates equipment, records data, measures, and records problems, and analyzes data and prepares test reports.

Applies methods outlined by others to segments of R & D projects, constructs experimental or prototype models, conducts test or experiments and redesigns as necessary. Also records and evaluates data and report's findings.

Operate Windows XP, Vista, Windows 7 Migration, Microsoft Office 2007 & 2010, Network connectivity, TCP/IP, DHCP, DNS, VOiP, Active Directory HIMS Database, Scanner, various Printer and Plotters, Cat 5 & 6, Tl, and Fiber connectivity. Resetting switches and other controls or making mechanical adjustments to maintain or restore equipment operation for NASA, Shuttle, and Space Station.

May frequently assist professionals and others in the establishment.

COLSA CORPORATION Lead Technician (May 1998-July 2014)

Years of experience working help desk, using various types of computers

Troubleshooting, Novell Network, Group Wise, TCP/IP, DNS, and DHCP

Track it Software, Windows 8, Windows XP, Microsoft Office 97 and Visto software

Excellent communication, customer service and leadership abilities

Train End users on software and hardware problems also train other Technicians on policies and Procedures

Proven ability to reach a targeted goal

Effective team membership

Top Security Clearance/SCI Clearance

Build and repair desktop and laptop computers

Ability to interact effectively with all levels within the company

Motorola/Universal Data Systems Support Specialist VI (1983-1998)

Responsible for providing setup for IBM AS400/System 36, Router. Set up multipoint and point to point telephone lines with different Telco.

Responsible for providing technical support to external customers, sales force, distributors, and internal customers. Resolve customer issues.

Make recommendations to resolve technical problems

Provide computer guidance and assistance to other technical and application engineers. Resolve difficult technical problems and guide lower grade technicians.

Education/Training

Associate Degree in Electronics - Alabama College of Technology, Birmingham, Alabama

Phillips High School - Birmingham, Alabama

Professional Development:

Windows 10, Windows 95, Windows 98, Vista, XP, Windows 7, 8, ISO 9000 Orientation, Microsoft

Certification Professional (MCP) CompTIA Security+ CE

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