Carlton J. Higdon, Sr

Mobile: 240-***-****

adxviw@r.postjobfree.com

Professional Experience:

Infosys/BCBSA, Washington, DC

November 2021 – Present

Position: Desktop Support Technician 2

Monitor and resolve all assigned trouble tickets through to closure

Image, deploy, troubleshoot, patch and fix desktops, mobile devices, and laptops

Provide and maintain inventory on loaner laptops and mobile devices for domestic and international travel

IT lead for conference center client and non-client meetings, coordinated and documented technical requirements for all such meetings

Install and configure applications software and related software (such as desktop, servers and related peripherals, printers, drivers, monitors and video teleconferencing hardware)

Set up audio video meetings in Teams, Telegram, Zoom, and inter-office meetings

US Census Bureau Headquarters, Hillcrest Heights, MD

December 2020 – October 2021

Position: IT Tier 2 Help Desk

Work with Active Directory to create and disable accounts

Provided Tier 2 desk-side support to over 1000 users

Monitored outages using Cisco Finesse

Renamed remote computers with PowerShell

Provided remote customer and technician support using Beyond Trust Remote Support (Bomgar)

Collaborated with other support centers and business units to provide seamless problem resolution

Performed daily system monitoring, verify the integrity and availability of hardware, server resources, and system disruption awareness and predefined key processes

Greenstein DeLorme and Luchs PC, Washington, DC

December 2018 – December 2020

Position: IT Tier 2 Help Desk

Provided technical expertise and management oversight in the installation, administration, optimization and operations of multiple large and complex networks and information systems

Installed and configure applications software and related software (such as desktop, servers and related peripherals, printers, drivers, monitors and video teleconferencing hardware)

Setup and break down technical aspects of client meetings in the conference center

Re-imaged workstations using System Center Configuration Manager (SCCM)

Built local user profiles

Provided desktop end-user support to troubleshoot hardware/software issues and took appropriate action to resolve issues ensuring data and system integrity

Work with Active Directory to create and disable account

Entered service requests and incidents into ManageEngine Services Desk ticket system

Provided support for Blackberry Enterprise Server, UEM and troubleshoot devices

Provided troubleshooting and resolution for iManage, inTapp Time and Adobe

Hands on experience with Bighand Digital Dictation and Litera ChangePro

Maintained loaner equipment usage and availability (laptops, projectors, portable screens and presentation clickers)

Human Solutions INC., Division of Oasis Systems, Washington, DC

June 2017 – December 2018

Position: IT Help Desk Administrator

Installed and configured applications software and related software (such as desktop, servers and related peripherals, printers, drivers, monitors and video teleconferencing hardware)

Setup and broke down technical aspects of client meetings in the conference center

Re-imaged workstations using System Center Configuration Manager (SCCM)

Built local user profiles

Participated in supporting end-users and client meetings during off hours as requested

Handled 30+ calls per day

Installed, configured and support Microsoft Office suite and email for end users

Provided desktop end-user support to troubleshoot hardware/software issues and took appropriate action to resolve issues ensuring data and system integrity

Entered service requests and incidents into ticket system

Created user accounts in Active Directory

Provided technical expertise and management oversight in the installation, administration, optimization and operations of multiple large and complex networks and information systems

Maintained loaner equipment usage and availability (laptops, projectors, portable screens and presentation clickers)

Baker & McKenzie LLP, Washington, DC

September 2014 – June 2017

Position: Help Desk – IT Technician AV & Conference Administrator

Provided desktop end-user support to troubleshoot hardware/software issues and took appropriate action to resolve issues ensuring data and system integrity

Provided remote end-user support to troubleshoot hardware/software/connectivity issues

Responded to e-mail, voice mail, in-person and phone requests

Entered service requests and incidents into ticket system

Communicated progress with end-users

Performed desktop software installation

Utilized Remote Computing (vmware and VPN) to educate users remotely on software application use and knowledge

Provided project support to other team personnel

IT lead for conference center client and non-client meetings, coordinated and documented technical requirements for all such meetings

Setup and broke down technical aspects of client meetings in the conference center

Re-imaged workstations using System Center Configuration Manager (SCCM)

Built local user profiles

Maintained loaner equipment usage and availability (laptops, projectors, portable screens and presentation clickers)

Maintained and loaded cryptographic device and keys

Responsible for IT billing and maintain invoice spreadsheets

Other projects as assigned

Epiq Systems, Washington, DC

December 2012 – February 2013

Position: IT Manager/Technical Conference Facilitator

Responsible for implementing software installation

Responsible for safe operation of AV equipment

Provided desktop end-user support to troubleshoot hardware/software issues

Setup and break down technical aspects of client meetings in the conference center

Demonstrated ability to identify and address customer needs, actively participated in customer discussion and meeting

Inventory assessment of hardware and software

Installed and configured applications software and related software (such as desktop, servers and related peripherals, printers, drivers, monitors and video teleconferencing hardware)

Compliance Staffing, Inc. Washington, DC

December 2011 – December 2012

Position: IT Manager/Technical Conference Facilitator

Provided desktop/helpdesk technical support to end-users

Inventory assessment of hardware and software equipment

Setup and break down technical aspects of client meetings in the conference center

Installed and configured applications software and related software (such as desktop, servers and related peripherals, printers, drivers, monitors and video teleconferencing hardware)

SNI Technologies, Washington, DC

December 2010 – October 2011

Position: Temporary IT Help Desk

Assisted with planning, executing, and providing recommendations for preventive maintenance

Provided technical support and training to end-users

Analyzed troubleshoot and resolved system hardware, software, and network issues

NMR Consulting, Annapolis, Maryland

February 2010 – November 2010

Position: IT Help Desk Supervisor

Supervised employees performing technology support work

Performed cross-application and hardware troubleshooting to desktop and infrastructure layers

Provided technical support and training to end-users

Provided technical expertise in imaging new PCs for XP software and other applications for the Food and Drugs Administration

Implemented best practices for information requirements, security protocols and common information technology application

Scheduled and organized complex activities such as, meetings, travels, conferences, and department activities

ISS Contractor - WMATA,. Washington, DC

December 2008 – February 2010

Position: Senior Help Desk Administrator/Information Technology Specialist

Provided technical support and site visits for 2350 end-users

Monitored and responded to hardware and software problems

Provided remote end-user support to troubleshoot hardware/software/connectivity issues

Installed and configured applications software and related software (such as desktop, servers and related peripherals, printers, drivers, monitors and video teleconferencing hardware)

Education:

Northwestern High School, Diploma

Microsoft A+ Certification (April 2000)

Skills:

Active Directory

Adobe Acrobat

AMX Audio Video Control System

Beyond Trust Remote Support (Bomgar)

Bighand Digital Dictation

Blackberry Suite (Enterprise Server, UEM and Troubleshooting)

BlueJeans Video Conferencing

Cisco Finesse

iManage

inTapp Time

LAN (routers, desktops, wireless printers)

Litera ChangePro

Microsoft Office Suite (Outlook, Excel, PowerPoint)

Manager – Cisco Jabber

NetDocuments

PowerShell

ProLaw

Remedy and ManageEngine Services Desk Ticket System

Remote Computing (vmware and VPN)

ServiceNow

System Center Configuration Manager (SCCM)

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