Desk Technician Help
Resume:
Royce Robinson
Fredericksburg, Virginia 22401
adxjgy@r.postjobfree.com
PROFESSIONAL SUMMARY
Bringing 10 Years of experience in related technical roles, versatile IT professional familiar with operating and
maintaining computers, servers, and peripheral devices with minimal oversight. Skilled at running reports and updating
documentation as needed to stay current with operating procedures. Proficient at troubleshooting technical issues and
training end-users with non-technical backgrounds. Skilled in problem-solving and solution management. Comfortable
working in teams or individually to maintain and expand technology performance.
Skills
Security Patches Equipment Maintenance Organizational Skills
Systems Diagnostics Hardware and Software Updates Active Listening
Software Management Help Desk Technician Documentation Skills
Network Administration Attention to Detail Leadership & Team
Building
PROFESSIONAL EXPERIENCE
Student - Colorado Technical University Online, Master of Science in Information Technology Security Management
November 2021– Present
Innovative Reasoning L.L.C. – MCB Quantico, VA, Lead Help Desk Technician II Contractor
June 2022 – October 2022 (End of Contract)
Utilized ticket tracking system to document all support incidents.
Created and maintained detailed and complete Help Desk documentation.
Identified opportunities for automation and assist with the development of automation systems to
address those opportunities.
Participated with research, planning, scoping, implementation, and ongoing support for projects.
Participated with maintaining inventory of hardware, software, and support assets.
Delivered on-point genuine interpersonal and written communication skills.
Demonstrated Customer Service & Troubleshooting skill sets.
Balanced and prioritized multiple projects while remaining calm under pressure. .
Provided tier 1 and tier 2 IT support.
Enforced IT standards and educate employees about compliance issues.
Performed other related duties as assigned.
United States Marine Corps – MCB Quantico, VA, Communications Instructor / Platoon Sergeant
May 2016 – November 2021
Attained Network+ Certification.
Operated and maintained data processing and peripheral equipment and called in outside technical support for
specialized service.
Stayed up to date on key platforms and hardware configurations, as well as diverse processing and monitoring
tools.
Kept hardware and software systems current with latest patches and current licenses.
Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
Researched, documented, and escalated cases to higher levels of support when unable to resolve issues using
available resources.
Conducted end-user training and provided technical support on hardware, software, and network issues.
Provided technical and operational support for the entire organization.
Managed user profiles, security access and shared fill structures.
Developed and maintained technical expertise in networking and security.
Provided technical support to the organization’s employees and train non-technical workers on
information systems.
Evaluated students on the use of communication equipment and remediated as needed by running
refresher courses on troubleshooting.
Help desk support maintaining user accounts, switches, routers, and hubs established in the network to
keep services running optimally.
Highly knowledgeable is the use of Active Directory, Office 365 and Exchange Online.
Installed, maintained, and used skills to troubleshoot any issues that arose within the environment.
Maintained a network of printers, copiers and workstations making sure applicable users had proper
access as needed.
Used Active directory to ensure the proper credentials and access were provided to the proper users
while on the network.
United States Marine Corps – Camp Lejeune, NC, Transmission Systems Operator
May 2013 – May 2016
Implemented and configured communication systems in Garrison and Field environments using variety
of equipment to establish data, voice, and satellite communications.
Supplied various sections with communication service.
Planned communication services and supervised the implementation of the plans to establish networks
needed in order to accomplish the mission.
Trained subordinates in the use of communication systems.
Well versed in trouble shooting and documenting steps used for corrective actions.
Certified in Networking on the Move (NOTM) which maintains data and voice communications while
in a mobile status using routers, switches, hubs, and wireless communications.
United States Marine Corps – MCCES 29 Palms, CA, Transmission Systems Operator’s Course, Student
February 2013 – May 2013
Certified in CompTIA A+.
Learned to operate and maintain VSAT-E, HF, CHF, SHF and UHF communication systems.
Maintained and established contact with distant stations logging messages transmitted.
Conducted changes to configurations of data and transmission systems while maintaining a secure
cryptographic environment.
Learned the use of spectrum analyzing tools, specialized computer software and hardware programs.
Oversaw transmission security and communications security systems in order to avoid spillage.
United States Marine Corps – MCAS New River, NC, Marine Combat Training, Student
January 2013-February 2013
Learned to access situations and take proper corrective actions to ensure the success of the mission.
Developed stronger team building skills.
Developed advanced leadership skills.
Executed plans developed as a leader or as a team.
United States Marine Corps - MCRD Parris Island, SC, Recruit
September 2012 – December 2012
Leadership screening maneuvers.
Received value-based training and was assessed in the subject.
Established good time management skills.
Learned team building skills through various scenarios and situations.
Received training in proper resource management.
Established proper equipment maintenance routines.
EDUCATION AND TRAINING
Master of Science in Information Technology Security Management, Colorado Technical University –
Online, Expected Graduation 2024
CompTIA Network+ Certification, Communications Training Center – Camp Lejeune, NC, 2018
Bachelor of Science in Information Technology, Columbia Southern University – Orange Beach, AL, 2017
Sergeants School, Marine Corps University – Quantico, VA 2016
Network on the Move (NOTM) Certification, Communications Training Center – Camp Lejeune, NC 2014
Advanced Radio Operators Course, Communications Training Center – Camp Lejeune, NC 2013
Advanced Satellite Operator Certification, Communications Training Center – Camp Lejeune, NC 2013
Network Systems Operator and Maintainer Certification, Communications Training Center- Camp
Lejeune, NC 2013
CompTIA A+ Certification, Marine Corps Communications and Electronics School – 29 Palms, CA, 2013
CLEARANCE
Secret – Current and Active
REFERENCES
Available upon request.
Contact this candidate