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Customer Support Desktop

Location:
Clinton, MD
Posted:
May 22, 2023

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Resume:

Brandon Squire

Forestville, Maryland 301-***-**** adw9l8@r.postjobfree.com

Professional Profile:

A Desktop Support Technician with three years of professional experience specializing in windows desktop PC, mobile devices,network troubleshooting. A proven record of supporting large-scale system migrations and driving automation to reduce IT infrastructure costs. Adept at identifying innovative solutions to enhance organizational effectiveness.

TECHNICAL SKILLS AND ABILITIES

•Processes: ITIL, Incident documentation and reporting, Malware Removal.

•Software: Active Directory, Service Now, Zen desk, Cisco Finesse, O365, RDP, Cisco AnyConnect, Operating System, Virtualization, Global Protect, Microsoft Teams, DUO Mobile, Account Administration Mgmt., System, Bomgar (Beyond Trust), HRIS.

•Hardware: Desktop PC’s, Laptops, Mobile Devices, Printers, Mac.

•Abilities: Networking Security, Customer Support, Troubleshooting hardware and software, Engineering.

PROFESSIONAL EXPERIENCES

System Administrator

05/2022- Present

Hudson Cook LLP Hybrid Washington DC

Provide Tier 2 support for incoming calls, chats, emails from an average of 2,000 users a week to

Provide application assistance, exchange assistance, Microsoft platform assistance problem

Identification, diagnosis, and resolution.

Windows Active Directory (computer object administration, user administration, password resets, drive

Mappings, print queue management.

Provided system and network administration support for Windows, OSX, and Cisco Systems

Performed IT operations monitoring and problem solving for all client, server, storage, mobile devices

Connected to the network.

Perform backups of system and user data; for device refresh projects and restore user data for 10,000

Employees.

Exchange/Office 365 support, maintenance, and administration (account provisioning, migration from

Exchange to office 365, distribution group creation).

042018-06/2022

Bowie University College On-site Bowie MD

•Set up in-house computer system for warehouse; completed work under 10% under budget and 2 weeks before due date.

•Spearheaded end users upgrade of 100+ PC to Microsoft Windows 10

•Analyze, develop, and communicate key Onboarding process and technology improvements for Office 365 onboarding for the deployment cycle.

•Trained 200 employees across multiple departments on network operations including log-in procedures, network management software, permissions, printing issues, security, and use of software.

•Provided Exchange/Office 365 support, maintenance, and administration (account provisioning, migration from exchange to office 365, distribution group creation).

•Acted as escalation point for troubleshooting advanced network/systems issues; consistently earned 100% issue-resolution scores by providing excellent service to internal and external customers.

•Resolved helpdesk tickets in a timely manner using tools such as Confidential.

•Taking care of backup, off-site tape storage, inventory-asset management.

IT Support Tech (Contract)

03/2015-03/2018

Alpha Omega Integration On-site Falls Church VA

•Provided phone and remote desktop support to end-users.

•Imaged, configured, and updated desktops and laptops to customer standards.

•Installed, evaluated, and troubleshot local and network printers.

•Resolved related software and hardware issues.

•Provided server account management and client connectivity support. • Developed and implemented solutions for network problems.

EDUCATION

Largo Senior High School - Largo, MD / 10.2006 HS Diploma

CERTIFICATION

COMPTIA Security+ 601 Completed 11/2022

•Attacks, Threats, and vulnerabilities

•Operations and Incident response

•Identity and access management

•Architecture and design

•Cryptography PKI



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