Sr. Executive IT Support

ERIC KROOG

Ashburn, VA *****

703-***-**** ****.*****@*****.***

Summary

Accomplished IT Technician with over 12 years of progressive experience in security and software/hardware installation and repair. Analytical problem solver adept at troubleshooting and maintaining equipment and systems. Well-versed in electronics principles and quickly isolates malfunctions using established program tools and techniques. Dedicated to delivering exemplary white glove customer service.

Areas of Expertise

Network Systems · IS Security · Helpdesk · Networking · Dell, HP and Sony VAIO Computers · Microsoft Surface Tablet · Troubleshooting · Mass Notification Systems · Communication Infrastructure · Xerox · Desktop Support · Apple iPhone, iPad, Mac · Active Directory · Cisco Any Connect

Clearance

Secret Clearance

Education and Training

Cyber Security Certificate (2016)

Northern Virginia Community College

Information Technology Coursework in Computer Network Systems

ITT Tech, Chantilly VA

Bachelor of Business Administration in Marketing & Economics (2004)

Radford University, Radford, VA

Technical Skills

Networking

Operating Systems

Windows 7/8/10/11 Enterprise

Hardware

Assemble/disassemble PCs and servers

Install, configure, troubleshoot

Installation, testing and troubleshooting of

Software

Microsoft Office Products 2010 – Office O365

Apple iTunes

Strong written and oral communication skills

Cisco Telepresence

Video Teleconference

Remedy ticketing system

Service Manager Console

CA Privileged Access Manager

Blackberry Enterprise Server

WebEx

McAfee SafeBoot

Virtual Desktop Infrastructure

DFARS

Cisco AnyConnect

SCCM

Microsoft Teams

AT&T Connect

Adobe Acrobat

Adobe Connect

Java

Oracle

Maximo

VM Ware

Technical Support

Customer Service

Troubleshoot hardware and software

Troubleshoot network connectivity

Software installation support

Remote Desktop Connection

Documentation

Communication

TCP/IP & LAN/WAN Protocols

Microsoft System Configuration Center 2012

Dameware Remote Control

Wireshark

Nessus

Smart Card /PIV Card

Active Directory

Bomgar

Jabber

PROFESSIONAL EXPERIENCE

Sava Solutions January 2020 - October 2021

GovCIO, Arlington, VA October 2021 – Present

DEA HQ

Global defense and services company

Executive IT Support

Support the Administrator, Executives and over 1500 personnel with all their information technology needs.

Image, configure and deploy HP and Dell Desktops and Laptops. Install software, hardware and printers and drivers. Use SCCM to install and configure software.

Set up and troubleshoot PIV Card issues when logging into computer and various internal applications.

Set up computer devices, unlock accounts, change passwords and OU’s in Active Directory.

Set up and reset soft and hard tokens in RSA security console.

Use remote desktop connection, Lync and Jabber to remote into user’s machines to fix software and email issues.

Set up, deploy and repair issues with Apple iPhone’s, set up applications through Workspace One UEM.

Set up and repair network issues with VPN and Citrix Workspace.

Run Ethernet cables from patch panel to the switches in order to get network and internet connection.

Repair and replace KVM switches when connecting computers to monitors.

Set up and test Teams, ZoomGOV, Webex and Cisco Video for conferencing needs.

Troubleshoot networking issues on laptops and in conference rooms and offices with Cisco Video.

Work with the network team and DOJ for failures with the conferencing room systems.

Set up Smart Board TV’s with software and additional programs for the Administrator.

Working with O365, testing programs before updating the executive team

Mentor and train the new technicians on board, and assist others as needed

Assist top tier team members on finding solutions to new problems

Train new IT employees on how to complete job assignments

BAE Systems, Arlington, VA January 2012 – January 2020

A global defense and security company

Field Service Engineer II

Support Executives and staff with all information technology needs.

Image, configure and deploy HP, Dell and Sony VAIO laptops and desktops, install software, transfer data, map users to printers and create shared and personal drives.

Use SCCM to install software and to fix various issues on the computers.

Set up smart cards for each user and assist users with the FedRAMP Webex.

Set up computer devices, unlock accounts, change passwords, add and delete users and computers in Active Directory, as well as add, change and remove device assets according to customer needs.

Set up and deploy iPhone, iPad, Blackberry and Android devices.

Explain to customers how to set up and use iTunes, as well as various applications and programs.

Support off-site and on-site meetings by preparing laptops with PowerPoint presentations, install and focus projectors, install printers and assist with Remote Desktop issues.

Purchase and cancel electronic equipment needed for daily activities.

Set up conference meetings for telepresence, with AT&T connect dial in, WebEx, and Video Teleconference.

Work with the networking team to troubleshoot connection and failures on Servers, Switches and WAAS units.

Troubleshoot and repair software, hardware and network issues, as well as update and replace servers and switches.

Work with security team on data spills at the site by collecting devices and deleting all appropriate documents and programs.

Use McAfee Safeboot to encrypt, decrypt and to copy data off of hard drives.

Use Wireshark to check bandwidth issues when network is running slow.

Install and troubleshoot Cisco AnyConnect Secure Mobility Client to connect to the network and VPN.

Work with Vendors on issues with the network, or any computer related problems.

EQUINIX, Ashburn, VA 2006-January 2012

An IBX data center offering collocation and carrier neutral, network dense interconnection services.

Security Engineer Technician (2007-January 2012)

Troubleshoot and repairs issues with hardware, software and network issues for diverse platforms including Dell servers and Raids, ENVS, DVR, and Access Control Systems. Maintain all internal parts (batteries, mother board, network ports, ram) to ensure seamless operation. Identify and resolve issues with hard drives and GE DVRs. Install and maintain Cisco switches and G-BICs, AMAG and GE Diamond II software, and additional hardware. Download firmware and maintain all security (closed circuit cameras, biometric hand readers, proxy card readers). Repair printers. Investigate security breaches.

•Improved security by working with vendors on wiring schemes for interior and exterior secure doors.

•Generated profits from installations that attract additional clients.

•Met every deadline on schedule.

•Completed 190 customer-driven security installations and repaired 730 documented security conditions within a one-year time frame.

•Improved operations by planning and managing 3 access control panel installations and 8 video server units.

•Supported final completion and systems testing of the newest building brought online.

Site Engineer / Site Facilitator (2006-2007)

Installed and set up all new computers with remote IT department. Manage the IBX work queues including dispatch, updates and ticket escalations. Maintained IBX activity records including circuit inventories, installed power inventories, and labor hours. Administered general office function including time cards, invoice verification, and ordering supplies. Scheduled tours and conference room use. Delivered the interface between Equinix and building management for multi-tenant buildings.

PROFESSIONAL MEMBERSHIPS: Alpha Kappa Psi Fraternity Alumni

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