Monroe Albert Anderson III

**** ********* **, ********, ** · 703-***-****

adt71r@r.postjobfree.com

Relevant Work

October 2021 - December 22

WorkfForce Technician

PenFed Credit Union

•Tier 3 helpdesk

•Imaging/Setting up new user and replacement pics

•Managing AD accounts

•Managing IT onboarding and offboarding tickets

•White gloved service for Vps and Board members

•Security compliance projects

•Creating setup procedures for new programs

•Replacing hardware laptop components

•Remote and on-site troubleshooting

•Security, access, and VPN troubleshooting

•Network troubleshooting

•Asset, software, and compliance management

•Set up, and troubleshooting av conferences on zoom, team, and webex

•Set up and troubleshooting Creston Products

August 2021 – October 2021

Av Technician,

Akin Gump Law Firm

•Set up and managed Av meetings for Partners

•Experience troubleshooting teams, zoom, and Webex meetings

•Troubleshoot Av Equipment, Network Connections, Users computers, third party systems

•Asset management of Av equipment

April 2016 – Jun2021

It Procurement Admin/Tier 2 Help Desk,

Northern Virginia Realtor Inc.

•Created guides and protocols for new equipment, assets, installations, and policy.

•Experience with ITIL based support framework for incident, problem, and change management.

•Researched new assets and collected user data to assist in the purchase process.

•Setting up conference rooms, cubicles, and Kiosk

•Actively troubleshoot zoom and webeX

•Quality checked laptops, assets, and new images provided.

•Maintained inventory of leasing information for old equipment to be replaced and returned to the lender.

•Assesses damaged assets and determines if it is cost effective to send machines for repair.

•Handled decommissioning of broken/ erroneous machines that cannot be returned.

•Mentored and trained other technical staff.

•Participated in an on-call rotation.

•Provided Tier 2 and Tier 3 troubleshooting for Desktops and laptops.

•Provisioned accounts in active directory and database manager.

•Imaged Laptops, Desktops and Servers.

•Set up routers and switches.

•Maintained equipment database.

•Utilized ticket management systems.

November 2015 - April 2016

Tier 2 Help desk (Temp – Perm Contractor)

Randstad Technology (NVR Inc.)

•Assisted with quality assurance, providing follow up calls to ensure customer satisfaction after work has been completed.

•Permissioned Active Directory User Group and Permissions, management, AD profile and login script setup.

•Used Remote access to assist clients’ hardware issues and walk them through PC setup.

•Troubleshoot issues with company routers, confirming outages, and escalating said tickets appropriately.

•Provided workstation, laptop, and printer hardware and software troubleshooting support.

•Performed End-User Helpdesk Support using Helpdesk Ticketing System and experience supporting End Users.

•Assisted users with third party website settings.

•Provided troubleshooting within Windows 7 environment.

June 2014 - November 2015

Help desk Tier 1, Variant Solutions Inc.

•Maintained and provided support for Windows 7, Mac OSX 10, and Active Directory environment.

•Provided support, troubleshooting and maintenance with Allworks phone System.

•Setup Cisco user accounts and with provided support.

•Deployed new systems, and troubleshot third party systems.

•Replaced hardware and insured proper system functionality.

•Provided support for local and network printers for basic functionality.

•Supported AV issues such as TVs and provided basic connectivity and setting errors.

•Setup and deploy computers per each department’s protocols.

•Assisted maintaining basic network accessibility with remote users/systems.

Education

June 2012

Associates Degree in Information Technology, Northern Virginia Community College

Skills

●Excellent in the use of Microsoft Office (Word, Excel, Outlook, Lync, SharePoint, & PowerPoint)

●Well experienced in the use and troubleshooting of Windows (XP, Vista, 7, & 10)

●Experienced in re imaging PC images using of Clonezilla, Acronis, Image X, or GUI Image X on Enterprise machines

●Knowledge of VoIP implementation and support

●Proficient with security, PowerShell, MS Office, and break fix protocols

●Currently working with Teams, Jira, and Ca systems

●Currently learning Azure

●Experienced in the Customer Service field

●Intermediate Network based experience using (TCP/IP, DNS, DHCP) for technical support

●Strong communication skills, verbal and written, with the ability to document processes, procedures, and guidelines for technical staff.

●Excellent collaboration skills, demonstrating an ability to work with both technical and non-technical personnel to research and resolve problems.

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