Desktop Support Technician

Paul S. Graves

01-301-***-**** (C)

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

https://www.linkedin.com/in/paul-graves-110a88a

Position Sought:

Tier I/II HelpDesk, Deployment Technician, or Imaging Technician roles in the Washington, D.C./ Northern Virginia metro area, along with remote assistance roles. Work Summary:

Troubleshoot & repair PCs, printers and occasionally, Macs. Provide Tier I and Tier II support to handle tough service calls & difficult end users. Assist and mentor other technicians. Provide excellent technical writing and documentation. Known for being ahead of the curve and the “go-to guy” to explain tech to other techs and end users.

Professional Experience:

The Ventura Group, Inc. – Joint Personnel Recovery Agency, Ft. Belvoir, VA 2022/12 – 2023/03 Tier I / II Helpdesk Technician

• Provided helpdesk and desktop support for enterprise-networked Toshiba laptops and Dell Workstations

• Provided remote support, using Microsoft Teams and Remote Desktop Zachary Piper Solutions – U.S. Marine Corps, Pentagon, Arlington, VA 2022/08 – 2022/11 Accounts Administrator

• Create, modify, and disable enterprise network accounts for U.S. Marine Corps civilians, contractors, and the Marines themselves

Short Term Assignments 2021/10 – 2022/08

TekSynap Amiga Quadrant Insight Informatics, Global - - FBI (TekSynap) Training - (Bluewater Inc. – Center DTRA, - (Federal HCL Quantico, Rosslyn / Nestle) / IntelliDyne) VA VA – Nestle, – DHHQ, Rosslyn Falls VA Church VA Classified Field PIV Desktop Card Desktop Support Technician Escort Support Duty Greenlight Professional Services - Hughes Network Systems, Germantown MD NMC Technician Telesis / Alesig Consulting – U.S. Army, Ft. Belvoir, VA 2019/11 – 2021/09 Desktop Engineer, Intermediate

• PC-based Tier II desktop technician supported enterprise-networked Dell & HP laptops

• Duties included software support of Microsoft Office, and hardware diagnosis & vendor escalation

• Provided Remote support, using Microsoft Teams and Remote Desktop

• Ensured adherence to security policies within an extraordinarily interdependent environment

• Assisted teammates in an ongoing laptop refresh

OST Corp. – U.S. Army, Ft. Belvoir, VA 2017/11 – 2019/10 Data Center Operator

• Ensure proper functionality of a 24x7 data center in a production environment

• Monitor activity, accurately document, and effectively report events affecting servers

• Identify equipment failures and communicate to Operations Management

• Assist Engineers and Ops Management with technical / procedural recommendations to resolve issues and evolve procedures

• I was the last Operator to walk out the door when the data center closed RCG, Inc. – U.S. Treasury, Washington, DC 2012/11 – 2017/10 Aqiwo, Inc. (BAE) – U.S. Treasury, Washington, DC 2011/10 – 2012/11 Service Desk Analyst

• Provided first line (Tier I) troubleshooting support for a 3000-user enterprise environment

• This small Service Desk also performed certain Tier II functions such as: Home-PC VPN setup, walkthrough, and diagnostics, along with triaging / repairing enterprise PCs using Remote Desktop

o It also provided after-hours Executive Support via telephone

• Senior Service Desk members, including myself, were being taught to perform entry-level admin functions; account creation, troubleshooting & disablement.

• I taught my teammates how to talk users thru getting their Macs set up on the VPN system.

• I was next in line to be trained for more detailed admin functions, including Tier III Support. LCG Systems – National Inst. of Mental Health (NIMH), Rockville, MD 2010/03 - 2011/06 Mac Systems Engineer / PC-Mac Tier II Desktop Technician

• Started as a PC-based Tier II desktop technician, supporting enterprise-networked Dell & Mac laptops and desktops. Also provided Executive Support.

• Transitioned to their first Mac Systems Engineer (Tier III) role: o Created a standardized network printer setup schema. o Developed NIMH / HQ’s first Mac Imaging solution using Apple’s Software Image Utility. o Laid the groundwork for Macintosh Management using Apple Remote Desktop. SAIC / Public Health – Center for Information Technology (NIH), Bethesda MD 2004/02 – 2010/03 Deployment Engineer 2

• Despite the title, was a senior cross-platform Tier II desktop technician that supported enterprise - networked Mac and (primarily) Dell laptops and desktops o Supported enterprise-level scientific researchers

• Mentored fellow technicians, assisted them with advanced troubleshooting, reporting, procedure writing, hardware repair and providing historical / organizational context

• Also provided CIT’s first deployment patching solution, introduced Firefox to CIT Desktop Support, and became known for being about six months “ahead of the curve”.

• Junior Tier III duties included:

o Setting up and maintained virtual machines using Parallels, VMWare & Virtualbox o Was a member of the CIT FDCC & PointSec encryption validation initiatives o Assisting with beta-testing Exchange 2003, MS RIS-server, Altiris, Windows XPx64,

Vista 32/64, hardware-encrypted hard drives, solid-state drives, etc. Earlier Professional Experience:

NCR/Permond – Dell/Gateway, Maryland 2002 – 2004

Field Service Technician

• Repaired, and when needed, troubleshot Dell & Gateway computers (Tier I, some Tier II)

• Installed PC Computers and WiFi wireless networks, conducted user & wireless orientations Integrity Business Solutions – NOAA, Silver Spring, MD 2001 – 2002 Senior Desktop Support / Macintosh Technician

• Provided Tier I and Tier II support for networked Mac & Dell laptops and desktops

• Developed, refined and implemented Macintosh cloning strategies

• Performed Win/Mac server and user administration GE Capital IT Solutions – MITRE, Tysons Corner, VA 1998 – 2000 Customer Engineer

• Tier II deskside technician, supporting networked PC (Dell, Gateway, HP) & Mac desktops and laptops

• Assigned to several projects, which included:

o Designing and implementing a Mac cloning strategy, o Fixing a long-standing PC imaging workflow problem, which included weaving five different sets of Dell & HP imaging instructions into a coherent document that became GECITS’s standard MITRE imaging procedure and finally, fixing the imaging workflow. INACOM – Beltsville, MD 1996 – 1998

Field Technician

• Installed several 40+ node TCP/IP-based Mac/Win networks and did Tier II break/fix for networked PCs and Macs along with Monitors, Laser & Inkjet Printers o Helped salvage two separate contracts (maintenance and upgrade, respectively) o Exposed to the network-engineering realm with an INACOM-supplied “Introduction to Cisco Routers” class

UCS, Inc. – Library of Congress, Washington DC 1995 - 1996 Technician “B”

• Provided Tier I telephone support for ~4,000 end users o Demonstrated the value of a technician, over the previous admin staffer, for this position o Helped beta test the new AR Remedy service ticketing system o Also performed Tier II Desktop Support, including being the Macintosh tech

• Administered the inventory database, performed purchasing duties CompUSA, Inc. – Rockville, MD 1991 – 1995

• Rose from Stocker through Software Sales, Hardware Sales and Macintosh Sales before finishing as the Rockville store’s Tier II Macintosh Technician. Professional Licenses and Certifications:

Current and previously held:

• CompTIA Security+ (exp 20240621)

• A+ / CE (exp 20240406)

• ITIL Foundation (v3)

Pending certifications include: MCSA Server 2016, Linux+, HelpDesk Institute (HDI) Previously - held Certifications:

• MCDST and MCITP certifications (both for Win7)

• Apple Certified Support Professional (MacOS 10.5)

• Hardware certificates (lapsed) included Apple, Compaq, Dell, IBM, Toshiba and HP Security Clearance Status:

U.S. Government

Security Clearance: (Active) Top Secret Clearance, U.S. Treasury (2017-Present)

(Legacy) Public Trust, U.S. Treasury (2011-2016)

(Legacy) Public Trust, N.I.H., U.S. Treasury (2008-2011)

(Legacy) Top Secret, CAT III COMINT, SAO (1987-1989) Awards:

NIH Award of Merit: “For successful remote deployment of Office 2007”, 2009 NIH Award of Merit: “For successful FDCC & laptop encryption at CIT”, 2008 CIT Director’s Award: “In recognition of efforts to effectively deploy PointSec within CIT”, 2007 CIT Director’s Award: “In recognition of the extensive planning and testing efforts for NIH-wide systems in preparation for the Federal Desktop Core Configuration”, 2007 GECITS Commendation: Only tech rated as ‘Eligible for Promotion’ during the 1999 Review Cycle Dean's List: University of Maryland Univ. College, 1989-1990 Year Army Achievement Medal: Commended for single-handedly arranging the logistics of a Battalion Change of Command Ceremony, 1986

Education:

• University of Maryland University College, College Park, MD 1986 – 1992 Technology Management Major (~2.5 Academic Years complete)

• U.S. Army, Material Control and Accounting Specialist, Fort Lee, VA, 1985 Distinguished Graduate

• Dubuque Senior High School, Dubuque, IA, 1981-1985 Graduate

Relocation Status:

• I live in Northern Virginia, interested in positions in: o Northern Virginia

o Washington, D.C. (Metro-friendly)

o Suburban Maryland (Metro-friendly)

• Currently, I am not considering relocation.

Keywords (Consolidated):

• Microsoft Office 2016, Windows 10 Pro, Windows 7, Office 2013, Microsoft Office 365, Microsoft Office 365 (Mac ), Remote Support, Remote Desktop, VPN Setup, Remote Access, Citrix XenApp, VMWare, Remedy Ticketing System, Network, Active Directory, Exchange ECP/2012, Microsoft SCCM 2012, Mobile Device Management (MDM), McAfee AntiVirus, McAfee EndPoint, Symantec EndPoint, GuardianEdge, PointSec EndPoint Encryption, Apple FileVault, encryption, SolarWinds Server Monitoring, Windows XP, Outlook, Parallels, enterprise software, SAS, PGP, Apple, MacBook Pro, iMac, MacOS X (all desktop versions), Windows XP, XP/x64, Vista, Vista

/64, Network, Tier 3 Support, Desktop Engineering, Desktop Support, Altiris, Firefox, Matlab, SAS, JMP, Office 2011/Mac, enterprise, two- factor authentication, RSA tokens, Matlab, SAS, JMP, PuTTY, Exceed, QWS3270

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