Service Representative Support Specialist

Christopher V. Rogers

Arlington, VA 301-***-**** adxvu8@r.postjobfree.com

Analytical and adaptable Systems Administrator with 8+ years of information technology support experience. Collaborative and reliable team player skilled in professionally communicating, improving processes with innovative solutions, troubleshooting to identify root causes, and managing automation, user accounts, upgrades, ticketing systems, and multiple tasks in fast-paced environments. Professional Experience

Belcan Solutions Foreign Service Institute (FSI) Arlington, VA Systems Administrator March 2023-May 2023

• Provided onsite technology support for U.S. Department of State employees, students and instructors.

• Provisioned and synced PIV cards with Active Directory to enabled account management for password resets, unlocks and account transfers into FSI

• Deconstructed and set up classrooms with new PC’s

• Onboarded and assisted new employees with Multi-factor authentication, cyber-security training and GO Virtual browser for FSI issued laptops.

Microautomation Centreville, VA

Systems Engineer October 2022-March 2023

• Maintained the Omni911 soft phone solution installed at the client sites through demonstrating basic knowledge of the internal MAI infrastructure which includes servers, network and VoIP.

• Conducted STIG reviews by utilizing the DoD Cyber Exchange site and manual checks to ensure DoD security policies are being met

• Utilized DISA STIG Viewer and SCAP Compliance Checker to analyze, report and create checklists/benchmarks for the security configurations of operating systems and workstations

• Implemented system security updates (e.g., windows and server updates, monthly security patching)

• Coordinated with 3rd party vendor M.C. Dean for bi-weekly scans to ensure integrity of workstations are in compliance for operation on the DoD network while providing risk assessment scores

• Checked security and application logs daily for warnings, database errors and network failures CrowdStrike Arlington, VA

Systems Administrator November 2021-October 2022

• Supported over 5000 employees through email, Slack and ServiceNow ticketing system.

• Managed CrowdStrike endpoints via JAMF and AirWatch. This included monitoring, updating, troubleshooting, automating and optimizing MacBook’s, and mobile systems through MDM in Okta

• Designated Zoom administrator to maintain and troubleshoot all Zoom room set ups remotely and onsite.

• Documented new and updated existing policies in our Wiki triage page and ServiceNow knowledge base

SoundExchange Washington, DC

Jr. System Administrator (Contract) June 2021 – November 2021

● Supported help desk relations issues using Jira ticketing system and excellent prioritization skills

● Onboarding of new hires specifically managers and directors, process transfers by creating accounts, assigning permissions and applications in Okta, and modifying user profiles in Active Directory

● Analyzed problems by collaborating with vendors and a team of 6 to troubleshoot issues, successfully diagnosing root causes.

● Administered servers by monitoring resources, researching event log warnings, and navigating security permissions, group policies, and print services in Active Directory SAIC GSA Washington, DC

IT Support Specialist (Contract) January 2021 - April 2021

● Addressed 30+ users requests per day by creating, logging, escalating, and updating tickets in ServiceNow and conducting password resets and unlocks, decreasing response times by 15%

● Troubleshot PIV cards and logins over VPN using remote access software Bomgar.

● Engaged with business leaders and military personnel using impeccable interpersonal skills, fostering strong partnerships

American Public Power Association Crystal City, VA Jr. System Administrator October 2018 - January 2021

● Managed incoming technical support requests in Freshdesk, activation of new devices, and distribution groups using exceptional organizational skills, supporting 50+ users

● Enhanced technical processes by adding and removing users, editing licensing and permissions, and introducing multi-factor identification with Duo mobile

● Assisted with virtual conferences and internal communication by creating channels and groups in Microsoft Teams, resulting in more streamlined workflows

● Created user accounts, roles, and access using Active Directory, subsequently monitoring security policies and standard operating procedures

● Expanded capacity by researching and implementing various company-wide software, increasing efficiency of the company and IT department

National Cooperative Bank Crystal City, VA

Helpdesk Support Technician (Contract) June 2018 - September 2018

● Fielded 20+ requests per day by operating and logging tickets in the ServiceNow ticketing system, exceeding productivity goals

● Built relationships with users by completing regular follow-ups, achieving a 99.9% customer satisfaction rate

● Advanced resolution processes by updating knowledge base and FAQs, successfully supporting common requests

Catholic Diocese of Arlington Arlington, VA

Desktop Support Technician (Contract) March 2018 - May 2018

● Migrated 60+ devices to Windows 10 by establishing organized workflows, collaborating with team members and managers decreasing downtime by 80%

● Trained 50+ users by collaborating with 5 departments, leading to the successful installation of required applications

● Reimagined old and new workstations by strategically planning and critically thinking, boosting the effectiveness of the deployment

Inova Alexandria Hospital Alexandria, VA

Desktop Field Technician (Contract) May 2017 - January 2018

● Grew knowledge by participating in company-wide training sessions, expanding understanding of best practices

● Coordinated off-site ticket resolutions by liaising with delivery teams, lowering wait times by 20%

● Installed software and hardware by following standard procedures, ensuring optimal functionality

● Documented ticket information using clear and concise written communication, creating an accurate record for future data

Additional Experience

Ditthavong & Steiner, P.C. Service Desk Technician Paul Public Charter School PC Support Technician (Contract) Cognosante Help Desk Customer Service Representative (Contract) American Red Cross Active Directory Administrator (Contract) Core Competencies

Customer Relations, Technical Support, Interpersonal Communication, Customer Service, Troubleshooting, Time Management, Prioritization, Automation, System Administration Technical Skills

Okta SSO, OneDrive, Microsoft Teams, Microsoft Exchange, Microsoft Intune, Microsoft Azure, Active Directory, Microsoft Office, O365, Slack, Windows 7-11, MacOS, Linux, SQL Server, VMware Education/Certifications

ITILv4 Foundations

CompTIA Security+

CompTIA Network+

Microsoft Certified: Azure Fundamentals (MCAZ)

Security Clearance: Active Secret (DoS)

Contact this candidate