Support Specialist Desk

CONTACT

Address : Loganville, GA *****

Phone : 678-***-****

Email : *****************@*****.***

SKILLS

• Microsoft Office

• Active Client

• Customer service

• Help Desk Support

• Excellent Communication skills

• Troubleshooting

• Attention to Detail

• Problem solving

• Hardware Installation

• Microsoft SharePoint

• End-User Training

CERTIFICATIONS

CompTIA Security + 2021

EDUCATION

Associate of Science : Information

Technology W/Networking

Purdue Global

GPA: 3.2

PROFESSIONAL SUMMARY

Professional I.T Specialist with 6 years of experience, specializing in Help Desk, Active Directory Management and System Administration. Active Secret Clearance, CompTIA Security + CE certification. Highly skilled in troubleshooting I.T issues and assisting customers to find solutions. Expert in customer service and take great pride in working in teams to accomplish the task or mission. Looking to leverage my skills into an I.T Help Desk Technician, Systems Administrator, or Active Directory Administrator role. WORK HISTORY

Help Desk Specialist/Systems Administrator/Active Directory Administrator, 03/2021 to Current

U.S. Army - Augusta, GA

Help Desk Support Specialist/System Administrator, 03/2020 to 02/2021

U.S. Army - Osan, Korea

Perform variety of computer repair and maintenance activities, including onsite repairs and replacements of parts.

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Perform proactive duties including patch management and software upgrades.

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Successfully maintain up to 5 open requests simultaneously, resolving issues within 3 hours.

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Experience with administration and oversight of GPOs and their relationship to OUs in a large multi-region environment.

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Evaluate system performance of 60+ machines to plan and execute software and hardware upgrades across the Company.

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Implicate effective troubleshooting techniques and process initiatives, which reduced downtime caused by computer and network issues.

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Provide hardware and software support for all supported personal computer and mobile devices plus associated peripherals.

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• Working Knowledge of MS operating systems and applications. Maintain accurate hardware and software inventory and configuration information.

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Resolve issues and escalated problems with knowledgeable support and quality service.

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Administered Active Directory, group policies and virus protections to facilitate network operations.

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Diagnosed, troubleshot and resolved hardware, software, or other network system problems.

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Analyzed equipment performance records to identify weaknesses and determine which components required replacement.

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Troubleshooting skills and ability to understand complex relationships and roles between components of a multi-domain infrastructure.

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BRANDON PERKINS-MCLEOD

Help Desk Specialist/IT Systems Administrator, 03/2016 to 02/2020 U.S. Army - Fayetteville, NC

Updated network applications to close security loopholes and improve performance for users.

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Configured and test computer hardware, networking software and operating system software.

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Installed network cables, troubleshot cabling deficiencies and managed cables and wiring throughout the building.

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Built and maintained relationships with external mission partners; improved resolution of trouble tickets by 25 percent.

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Knowledge of DNS, Kerberos and Windows Authentication to include authentication with other technologies for single sign-on.

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• Used ticketing systems to manage and process support actions and requests. Delivered desktop support and technical training on software, hardware and network troubleshooting to 50+ end users.

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Coordinated all aspects of helpdesk and ticketing system, including network installation, maintenance and support.

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Enhanced support processes and procedures, resulting in 100% end-user satisfaction rate.

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• Provided phone support on hardware and software. Maintained formal helpdesk procedures for consistency and increased productivity.

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Spearheaded rollout of VPN access and services for users and staff within the company.

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• Serviced and supervised over 100 smartphones.

• Provided 24/7 remote desktop support to command team. Led cyber virtual training network troubleshooting team that provided staff awareness of platform malfunctions; improved virtual stabilization by 35 percent.

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• Carried out day-day-day duties accurately and efficiently.

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