Customer Service Support

Antrone D Conway

IT Customer Support

adxpni@r.postjobfree.com • 571-***-****

***** ******* ** **********, ** 22192 •

Exceptional customer service manager and network troubleshooting professional with 20+ years’ experience building, launching, and administering complex networks in the public and private sectors. Accomplished network administrator and engineer, enhancing capabilities as technology advances. Collaborative team leader and creative problem solver streamlining processes and designing virtual server networks. Motivated to contribute expertise to a challenging new opportunity. Active Public Trust Security Clearance.

Technical Proficiencies

Operating Systems

MS Windows 2008, 2010; Server 2008, 2012; System Management Server 2012; MS Exchange 2016; MS Cluster Server; Symantec Antivirus Server; and MS Windows Server Update Services (WSUS)

Databases

MS SQL 2008

Network

MS Network; Ethernet; Wireless; VPN

Software

VERITAS Backup; MS Visio 2016 MS Office 2016 OpManager; MS Terminal Services; Qualys Guard; Security Administration; Access Control; VMware; Citrix; Lotus Notes Domino; and Blackberry, iPhone, iPad Office 365.

Hardware

HP Servers; Cisco Routers; Cisco Switches; Server Iron; IBM Laptops, Surface laptop

Professional Experience

Court Services & Offender Supervision Agency (CSOSA), District of Columbia, Washington, DC, Jul 2015 - Present

IT Support Team Lead

Team Lead agency-wide IT Help Desk for 850 colleagues across 8 locations. Lead team of 8 technical.

Conducts daily teleconferences with various teams, management and executives on current IT issues and projects.

Facilitates the installation of various software to support the organization’s mission

Leads the upgrade of computers, printer, and scanners through the Life Cycle Replacement (LCR) program for assigned locations.

Works with different offices and divisions within the agency to coordinate collecting excess and outdated IT equipment.

Continuously documenting and inventorying equipment and software to equipment to ensure the organization is operating at the highest level without overusing resources.

Provides administrator support for multiple applications such as Microsoft Outlook 365 managing user access to certain information such as calendars and organizational mailboxes.

Provides administrator support for Teams. Setting up the back end Teams account for Managers

Identifies the needs of the existing and potential customers and ensures that the appropriate services are developed to meet those needs.

Experience supporting networks and systems underperformance management control through Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) in a Federal IT services environment. Provides input and perspective into key strategic decisions related to customer service that impact the continued growth and success of CSOSA.

Support and maintains policies, processes, and procedures in support of the Technical Change Control Board

Consumer Electronics Association (CEA), Arlington, VA, Dec 2011 - Jul 2015

System Administrator

System Administrator

Built and supported 2008 Servers

Desk Top support for 175 users

Build a support Lync 2010 server

upgrading 175 users from Windows XP to Windows7

Provided phone support.

Performs systems security scan on all server

Manage Virtual Private Networks (VPNs)

Virtualization experience VMware and VSphere

Support Avaya phone system

Support Exchange 2007

GoveSource, Reston, VA, May 2011 - Dec 2011

System Administrator

Built and supported 2008 Servers/VMware For the VaForVets Project

Utilized active directory to support Windows 2008 Systems

Built and supported Windows2008 SQL Server

Build and Support Share Point Servers

Testing of the website for the VAforVets project

Provided phone support

Performs systems security administration functions, including creating customer profiles and accounts

Maintains system documentation and logs

Administer secure links with public key encryption

Manage and support secure Virtual Private Networks (VPNs)

Communicate clearly and concisely, both orally and in writing

Demonstrate leadership and foster collaborative team approach – interacts well with front line and management providing consultation and expert advice on systems security

Perform other miscellaneous duties as assigned

Additional Experience

IS Support Team Lead, CPA Global, Alexandria, VA

System Administrator, Oldcastle Materials, Sterling, VA

IT Security Analyst; Information Security (INFOSEC), TWM, Merrifield, VA

Training & Development

Windows XP / NT using TCP/IP / Server 2003, 2008 / Scripting / Automation / NT Workstation Support / Active Directory

CISCO Internetworking

Telecom Cable Splicing / Network Switching Systems / Wire Systems Installation

Security Expert Sniffer Network Analysis

Credentials

Security Administrator I

Qualys Guard

COR l Certificate

Diagnosing and resolving problems in response to reported incidents.

Reviewing tickets, incidents, work orders, and change requests that are in the ticketing system, and ensuring they are updated on a daily basis.

Assisting in the development of procedures for the delivery and support of IT systems and services.

Providing technical oversight to on-site contractors in coordinating and facilitating IT customer service activities to meet user requirements throughout the Division.

Performing routine quality assurance on tickets being worked by technicians to ensure that policies and contract requirements are being followed.

Proposing projects concerned with installing, modernizing, reconfiguring, and expanding services and systems in support of organizational operations.

Developing and maintaining problem tracking and resolution databases.

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