Calvin Francis

281-***-**** adwdvb@r.postjobfree.com Owings Mills, MD 21117

Professional Summary

** ***** ** ************ ********** working as a Technology Consultant, Computer Network Administrator, Onsite Support Technician, Lead Help Desk Associate, IT Adjunct Training Developer. Strong experience work with government, state, city and corporate organizations. I am seeking a permanent employment position in Information Technology where I can use my skills, knowledge and experience to help the organization complete and accomplish critical goals and objectives.

Skills

Expert level of experience assessing and repairing computer hardware (HP, Dell, Toshiba, MAC, IBM)

desktops, laptops, tablets, handheld devices, printers, servers, and cellphones.

Expert level of experience work with IOS, Android, Windows OS, Exchange, Novell, Groupwise, Citrix, SCCM, Azure, Active Directory, Office 365, OneDrive, Cloud computing, .NET, Cisco Switching, Telnet, Adobe Cloud, Gematric and a host of remotes. connecting software such as: Quick Assist, GoToMyPC, TeamViewer, VNC Connect, Remote Desktop Manager Support Magic.

Install, configure, and troubleshoot hubs, switches, routers, firewalls, VPN, access points, wireless and local area networks.

Protocols, TCP/IP, FTP, DHCP, PTPP, P2P, Wi-Fi, HTTP, SMTP, SMPP, SNMP, TCP, UDP, POP IPV4-V6.

Issue Resolution, incident response, User access report, technical documentation, Ticket management, call management.

Troubleshooting and diagnosis.

EXPERIENCE

IT Support Technician, Baltimore County Public Schools

4/2020 - Current

Implemented remote troubleshooting techniques to solve common software and hardware issues.

Educated customers on simple methods to solve common software and hardware issues.

Drafted SOPs for IT department procedures and distributed them to appropriate personnel.

Safeguarded data and network access through security-related support functions.

Kept team on task, tracking schedules, monitoring deliverables, and troubleshooting technical problems.

Performed troubleshooting and diagnosis for issues related to software and peripheral equipment.

Troubleshoot, install, and resolved issues with Audio Visual equipment, document camera, Promethean Boards, and projectors.

Monitor connection status on LAN data drops, wireless Aps to ensure connectivity was ongoing.

Resume (Calvin Francis) Page 2

Desktop Support Technician, Helpdesk Analyst

Francis Technical Services, Houston, Texas

May 2006 – April 2020

Provided technical support installing/repairing computer components, software and setting up wireless networks. Provided IT services installing desktop and laptop computers and installing software and configuring computer settings for Melody Realtor. Microsoft Window XP, 7, and assisted users while providing resolution to problems with the network using remote connectivity software. Upgraded facility hardware and software as needed. (6/2010 to 7/2013).

Installed, configured and managed Fiber channel over Ethernet topologies, terminating cables, installing and configuring pc terminals, point of sale registers, routers and access points for HLSR and Ray Commack Shows from (2/2014 thru 3/2014)

Provided technical support as a Helpdesk Representative for Aero Care Holdings from (3/2014 through 1/2015). Assisted users in 125 locations with technical problems with hardware and software.

Utilized Goto Assist to connect to user pc to solve technical problems. Provided excellent customer service skills. Assisted with configuring iPhone and Androids, Added user accounts to the network. Setup email profiles. Configured computer apps, protocols, and system settings. Provided excellent customer service and managed computer systems upgrades at every location.

Michael E. DeBakey VA Medical Center subcontractor from (1/2015 to 7/2019) provided contract services to the Houston VAMC by repairing, installing and modifying electronic equipment, pcs, printers, laptops, desktops, and point of sale terminals. Provided excellent customer service skills and travel to various customers’ locations.

Tax Services of America (Jackson Hewitt) Houston, Texas

6/2002 – 1/2006

Technical Support Associate

·Provided technical support to the North Houston District Office of Jackson Hewitt Tax Services.

·Coverage of support included 19 locations throughout the north district of Houston, Texas.

·Installed, configured, and administered client workstations, servers and WAN within a branch office or Kiosk.

·Installed software application, antivirus software, peripheral devices, and network printers.

·Provided technical support to end users regarding software and hardware related problems.

·Repair and replaced dysfunctional equipment (routers, hubs, switches) and administered system updates

Resume of Calvin Francis

Page 3

Robert Half Technology, Baltimore, Maryland 21223

10/1997- 5/2002

Computer Network Administrator/Helpdesk Analyst

Plan future network needs and network changes. Develop methods and tools for new LAN/WAN equipment.

Coordinate regular network troubleshooting activities and resolve network connectivity issues.

Analyze the current network structure and submit quarterly comprehensive network functionality reports to the executive team.

Investigated network system faults, user problems and other requests for support and/or information.

Ensured that all work is carried out and documented in accordance with required standards, methods and procedures.

Provided expert guidance/advice and acted as a mentor to less experienced colleagues.

Perform other duties as may reasonably be required of you with your general level of responsibility and the general scope of the post, as determined by the Helpdesk Team Supervisor or the User Support Managers

EDUCATION

United State Army, School of Personnel Resources Management Diploma, Personnel Management and Administration (1980)

United State Army Directorate of Training and Development, Training Literature Branch, Certified Training Developer and Editor (1983)

Capella University, Minneapolis, MN, BS, Computer Science (Network+ Certification Training GPA 4.0) 2000

Robert Half Technology, Diploma -Technical Support, Network Support, PC Diagnostics and Repair – ‘02/’03

Houston Community College, Houston, Texas Computer Networking/Telecommunication, 2012-2013

Community College of Baltimore County – Project Management Course Completion 2022

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