LEONIDAS KARRAS

**** ******* ****

District Heights, MD 20747

adyryr@r.postjobfree.com

***-***-**********:adyryr@r.postjobfree.com

mailto:adyryr@r.postjobfree.com

Active Secret Clearance

mailto:adyryr@r.postjobfree.com

SUMMARY

Over 23 years of Windows experience including 2yrs of MAC experience. Several years with Help Desk support, System Analyst, Jr. Sys Admin, and Desktop Support with unique patience and ability to follow thru. Friendly, loyal, flexible, user-oriented, team player. Looking for a challenging IT opportunity.

EDUCATION

●BS, Computer Studies University of MD University College – MD, 12/2002, GPA 3.0

●Learning Tree PC Service and Support Certified Professional

●A+ Class completed 5.11.2018

●Dell Certification Test Preparation.

●Security plus enrolled in pass4sure.com

EXPERIENCE

Coast guard

IT RM Team lead 02/2020-Present

I have completed the DPAS course.

I am in the process of working with the government to get DPAS live.

I delegate and assist the front desk with government and contractor requests.

Troubleshoot and delegate between our IT team on Dell and HP laptops

Troubleshoot and delegate on replacing hardware for all Government laptops

Process excess laptops in Wasp.

Update and keep a record of every system that comes in and goes out of RM

Received over 2000 desktops and peripherals and put them into DPAS.

For systems and peripherals that are under warranty, I create Dell and HP hardware replacement tickets.

Delegate and troubleshoot within our team any IT hardware that comes in RM.

I assisted in migrating most of the Coast Guard to Office 365 from Microsoft Exchange.

Tested a small part of the Coast Guard to migrate to Office 365 from Microsoft Exchange.

Documented Migration instructions for the Coast Guard.

We use bios documentation for each different Dell or HP models.

We use Pixie Bout to run the imaging of the Coast Guard.

We update drivers and profiles onto the user’s system.

We ensured one drive synched all the information onto the user’s system.

I ensure Teams, Outlook, Office 365, One Drive, Cisco VPN, and software center are synched with the user’s profile.

Create records and place asset tags on all our inventory systems in our storage rooms.

Verify with management on hardware requests.

Delegate and document within our IT team on sending issuing out loaners.

Per requests, I give accessories to analysts and IT government to setup for customers

Organize and keep a record of all accessories we have in the RM

Give instructions, train, and answered any questions our RM team has.

Work with IT government employees and contractors on customers’ requests.

Process, delegate and communicate with upper management on IT government special requests.

Per government requests, I train and delegate our RM team on the process of sending systems out of HQ to other US locations.

Delegate and train in RM the equipment to place in the mailroom to ship out.

Delegate, and train our RM team to pick up IT equipment from shipping and receiving.

Assign CGfixit tickets to our group.

Give our RM technicians training and instructions on picking up, replacing, and installing IT hardware.

Communicate with customers through Skype, Teams, Outlook, scans, and phone.

Search in wasp for laptop locations, S/T, A/T, department rooms, history, notes, tracked history, contact information, and coworkers who modified laptop records with information.

Keep ready to issue systems in our KVM cage that is to get given out upon request.

Delegate to the team to remove good hardware from Dell and HP excess laptops and place them in laptops that need them.

Go to the users’ desks and move or install new systems.

Replace hardware as needed and install new peripherals.

Troubleshoot connectivity hardware and network problems within Coast Guard in users' cubicles or office

Replaced VIPs, Admirals, government and contractors employees systems and peripherals hands-on in offices.

I open new systems and peripherals out of the box and install them into users' cubicles or offices.

Adecco\AstraZeneca Gaithersburg, MD 12/2019-1/2/2020

Data Entry

Walked main building floor with room status

Inputted the status of each room on a tablet every hour

Passed data for the supervisor to sync

Pinnacle Technology\UPS Laurel, MD 10/2019-12/2019 Level 1,2 IT Support

Assisted UPS employees with UPS applications

Ensured EDS machines were working properly

Ensured Slow was working at all times.

Tested control box to ensure sort terminals work properly

Replaced computer accessories

Installed beacons into UPS trucks and ensured worked

Troubleshooting and replaced printers

Ensured TSG deliveries were delivered to our office.

Set up new terminals.

Troubleshooting wireless access points.

Transported different materials.

Provided support to different UPS HUB Locations.

Ran FHA, Used HDFS service orders.

Monitored critical systems.

iPhone XR is used with a work iCloud account.

Wireless access points, servers, SCCM imaging, replace hardware.

ETalentNetwork\22nd Century\USPTO 7/2019-10/2019

QC Technician

Worked on a large migration project from Windows 7 to Windows 10 with over 10,000 users.

Ensured new data and applications with Comvault were transferred successfully

Ensured QC Checklists are complete and all user questions answered.

Ensured QC Dispatch technicians completed the migration checklist and provided them with special IT support.

Used Cisco UC Integration for calls

Ensured Outlook pst files migrated successfully to the cloud

Ensured the user's VPN from home worked successfully

Instructed remote government employees with new hardware setup

Ensured Outlook .pst files are updated on the OneDrive cloud

Assisted in the administration of remote user workstations and resolution of remote connectivity issues.

Delivered, assigned, and instructed on how to use a secure touch pin key encrypted USB thumb drive.

Mindlance\AstraZeneca Gaithersburg, MD 2/18/2019-3/15/2019

System Administrator\Business Analyst

Modified and tested call center Programs before the release

Tested AstraZeneca software with testing and production credential accounts.

Create test scripts and manage User Acceptance Testing (UAT) sessions.

Performed internal testing and communicated defects to developers.

Used Five9 Statistics Portal 10.0.1 to load, view and tally dashboard real-time ques

Gathered technical requirements service and mapped business process workflows.

Made sure call center real-time queues are on TV for the entire building.

Made sure all call center real-time queues were working and operational

Made sure TVs were showing lead ques and worked properly daily

Went to meetings to discuss data and layout of the five9 call program.

Removed users and Printed reports in Calabrio

Used JIRA as the ticketing system

Used Saba Cloud for training

Used software center to install needed and special requested programs.

Used Sharepoint to get AstraZeneca information.

Used Skype for Business to communicate with the team, contractors, and clients.

Used Onedrive and Box as cloud storage space.

Worked on Windows 10 using Office 365

Worked from home using VPN on AstraZeneca laptop

Five 9 Softphone Service 10.0

Viewed postings on AstraZeneca's Facebook

Troubleshooting AstraZeneca call center IT problems

Troubleshooting CSI (SSO) Audio and screen recording call details

Used Calabrio cloud for basic client and contractor information.

Terminated users from the system

Everything done at work on AstraZeneca equipment was recorded and kept for years

Troubleshoot all Audio/Visual conference room equipment.

Ensured Polycom's were working properly

Troubleshooting activated and tested inactive client ports.

Used and troubleshoot laptop Thinkpads

I was assigned a desk Plantronics phone to make calls.

Provided level 1, 2, and desktop support.

Worked with IT vendors when needed for some building software.

Worked with software API and web services interface

In Five9 there were the front-end and back-end unit testing

Informed developers with problems in the development of software baselines and the integration of new software and capabilities into existing baselines

●I had meetings discussing the development of software baselines and the integration of new software and capabilities into existing baselines for AstraZeneca call center and customers.

●Assisted with Android devices

●Worked on a few Powershell scripts and Html code.

●I used SSO to log in to one application that enabled access to other applications.

●Used SSO in our department to access Office 365 applications.

Alta IT Services\GDIT\NIH Rockville, MD 8/28/2018-11/14/2018

Level 2 IT Support

Assist doctors and research scientists in setting up new computers and providing support.

Use Remedyforce to create tickets

Imaged Macs and PCs with SCCM and Dban

Onsite and off sights offices setting up and installing New PCs and MACs

Installed, troubleshoot, and configured New Macs, PCs, and iPhones, to several buildings in Rockville MD, and Bethesda Campus NIH

Used PowerShell script to back up old machine data and transfer data to new computers

Install user special request applications, local printers, and Bluetooth telephone headsets.

Install Multiple monitors, PIV card readers, new keyboards, different usbc, USB, Thunderbolt, and other adapters.

Imaged Custom PCs and Apple products, iMacs, MacBook Pro, MacBook Air, MacBook

Taking a shuttle or government van to different locations to back up old computer data and transfer data while setting up new computers.

Assigned work iPhone to use

Surplus Apple and PC products and updated inventory.

Wiped, replaced, or crushed hard drives and installed new hardware.

Used Mobile Iron on iPhone

Wipe iPhone, iPad, MacBook Pro, MacBook Air, MacBook, Dell tablets, HP desktops, Dell Computers, and Surface Pro.

Wiped iPhones and Android mobile devices

Maryland General Assembly Annapolis, MD 11/2017-6/15/2018

Engineer IT Support Specialist

Assist Senators and Delegates with all IT needs

Provided technical support for State sessions for all VIPs House of Delegates, Senators, Speaker and President of the Maryland Senate and all Staff.

Test and replace all Dell computer parts and all IT equipment.

Phone support and deskside support.

Complete IT setup for office moves

Setup and shipped IT Equipment to VIPs Senators and House of Delegates onsite and off-site offices

Troubleshooting onsite and offsite Staff IT equipment

Upgraded and configured Dell laptops, Dell desktops, printers, and all HP equipment and kept inventory

Setup, trained, and troubleshoot software and printers and updated inventory

Install, troubleshoot, configure all printers, and updated inventory

Chassis Swap and BIOS Setup.

Troubleshooting all employee's Remote Access

Used and troubleshoot Windows 10 on all Dell Laptops and Dell Desktop equipment

Troubleshoot Microsoft Office applications and Office 365

Created user profiles

Imaged, and upgraded all Dell Laptop and Dell Desktop equipment and updated inventory

Troubleshooting monitors and TV displays

Installed third-party software

CRM, SAP completing timesheets

Commence Troubleshooting End of session letters, voters, Emails, Contacts, and Setup Databases.

Troubleshoot VTC conference rooms.

Use Web HD for a ticketing system, create profiles, maintain an inventory of hardware asset management and updates as well as maintained incident tickets and service requests.

Prioritized tickets and provided deskside support and phone and email support.

Troubleshoots operational issues related to computer hardware, software, and network and solve client issues

Assumed responsibility for the care, regular maintenance, and upkeep of computer and peripheral equipment and conference rooms AV

Used BitLocker to encrypt hard drives and decrypt.

Assist users in the effective use of common desktop software packages such as Microsoft Office 365 services

Hands-on Office 365 administration and troubleshooting experience, with emphasis on Exchange, and Security & Compliance.

Used Airwatch to set up new Android and Galaxy tablet devices on the mass deployment of 10000 government users

Assisted new government users with iPhone problems.

When VIP information was lost I would request to retrieve it from backup

We used SSO to log into several applications including Gmail.

ManTech International Corporation - Department of Justice - Civil Division Washington DC 2/2013-10/2017

Network System Engineering Specialist/Tech Support II

●Assist US Assistant Attorney General, 5 Deputy Assistant Attorney Generals, and DOJ staff with all IT needs

●Assisted with US Sensitive VIP’s IT office moves and set up

●Ensured setup and proper follow-through with Lifesize VTC equipment, Cisco, and Polycom

●Train sensitive VIPs and DAAG on how to use thin clients

●Assisted in office moves, VM resets, VM Creations, and VM Refreshes

●Remote in VMs through Configuration Manager Remote Control

●Assisted remotely with Intel Computer stick

●Troubleshoot Microsoft Office applications and Office 365

●Install applications through vSphere

●Install, troubleshoot, and configure printers through DNS, Print Management Console, and web

●Use Remedy as a ticketing system, create profiles, maintain an inventory of hardware and updates as well as maintained incident tickets and service requests

●Maintain a Third Party Software Spreadsheet updated with customer additional software needed

●Created user profiles, work orders, Active Directory, VM viewer, Exchange, Share, and Storage and deleted user accounts.

●Perform administration of Active Directory user accounts and groups and the implementation of access rights for data, systems, and applications protected by Active Directory

Ensure data is moved to the 2012 Server from the old 2008 Server

Run Scripts in Remedy for new creations, customer departures, and Legal Research requests

Delete DHCP, DNS, and SCCM entries

Troubleshoot thin clients, Samsung Galaxy S6 and Galaxy S7 phones, tablets, and VOIP phones

Used AirWatch for policy, certification, and application pushes and manage all Android mobile and tablet devices.

●Upgraded regular keyboards to PIV Card security keyboards for all DOJ

●Install scanner software through the admin server

●Deltek Vision troubleshoot

●VTC setups and troubleshooting.

●Provided regular maintenance, and upkeep of computer and peripheral equipment and conference rooms AV

●Provided Windows 2008 R2 support in a VMWare environment

●Used Windows 7

●Big Fix is used in the deletion process of customer name that no longer works for the company

●Used active directory to give permissions to customer

●Gave permissions to government personnel, contractors, groups, users, accessories, and network access.

●Assisted with Group Policy

●Troubleshoot problems using Syslog messages

●Troubleshoot firewall settings

●Worked as a level 2 supporting their DOJ call center.

●I had to call vendors to troubleshoot DOJ Civil hardware and software.

●Used Airwatch to set up new Android and Galaxy tablet devices on the mass deployment of over 10,000 government users

●Retrieved from backups for VIP information if lost

●Exceeded VIP expectations

●Provided Outstanding customer service

Insight Global/Citizenship and Immigration Services 11/2012-2/2013

Hardware Technician

●Cleared and completed port activation

●Mapped printers, assisted in office moves, set up new users with laptops and VPN setup

●Imaged, added to domain encrypted laptops and desktops

●Installed requested software, fax machines, printers, monitors, and scanners

●Troubleshoot and configured Microsoft and other PC applications

Sparks/Choice Hotels 7/2012-11/2012

Desktop Support/Migration Analyst Contractor

●Migrating OS from XP to Windows 7 on new laptops and desktops

●Migrating over Office 2010, Printers, PSTs, drives, and all data Profiles

●Using Lync for chatting, calling, video talking, and remoting into laptops

●Phone FactorVPN install

●Provided admin privileges to users

●VPN Cisco access Outlook

●Transferred old PC data to new PC using Windows Easy Transfer

●Installing standard/non-standard software on pc

●Updated printer drivers

SHI/Verizon 4/2012- 6/2012

Migration Analyst Contractor

●Backed up documents using My Favorites, Desktop, Outlook .pst files, and archives

●Use Sametime to communicate with the team and refresh PCs

●Used the commands of GetMac, Checksw, and Clearsge on the hostname

●Used ISYS system to schedule jobs

●Emailed Detail Process

●Installed RSA for remote users in either Desktops, Laptops, or Blackberrys

●Instructed clients through Windows customization, Office 2010, and 2007 (Microsoft Word, Excel, Outlook, PowerPoint) and assisted in registering their desktops and laptops

ITF/Genesis 10/2011 – 2/2012

Regional Field Analyst Contractor

●Responsible for providing IT and technical support for multiple Genesis healthcare IT facilities

●Upgraded client’s PCs, saved profiles/.pst files, Encrypted desktops, added to the domains, and replaced maintenance kits in printers.

●Troubleshoot Office 2010, Windows 7, Desktop PC parts, Cisco routers, and switches, and replaced hardware

●Assisted with the ticketing system using SalesLogix

●Assisted in investigating and implementing improved controls for technology areas

●Assess risks, document processes, test controls, and provide support for remediation efforts

●Conducted research and respond to inquiries from internal and external points of contact

●Ensured documentation was compliant with the Enterprise standards

●Responsible for migration of Windows XP to Windows 7 using Windows Easy Transfer and Office 2003 to Office 2007 and 2010

ManTech International Corporation - Census Bureau 4/2010-8/2011

TranTech Systems Analyst (Contractor)

●Used ReflectionX 14.0.3 in Host- Unix and OpenVMS to reset, unlock, and create server passwords for user accounts.

●Used McAfee token laptop wireless to regain access to the remote laptop through MacAfee endpoint encryption

●Use Lotus Notes v8.2.0 for server progress and communicate with associates and users.

●Used HP OpenView to check and monitor the status of servers

●Use Remedy 6 & Remedy 7.1.0 to work on incoming tickets and create new tickets.

●Use Sometime 6.5.1 to chat with coworkers

●Unix and Linux commands are used to assist the client in user accounts, groups, and exits.

●Used LDAP to look up information on a server

●User TOM (Tool for Outage & Maintenance Management) to create bridges and report an incident

●Escort reports for the clients to troubleshoot servers.

●Provided shift reports for records of all calls per shift

●Used footprints to report lost government items

●Assisted field reps with Windows Vista laptops access and software

●Worked in Active Directory with user’s accounts

●Worked with updating several onsite BCC users to troubleshoot Windows 7

●Troubleshoot Windows Vista with offsite users, RSA pins, and McAfee passwords

●Used Active Directory to unlock user accounts and change user password

●Every new person was linked to Active Directory.

●Worked in a Linux datacenter

●Consistently provided outstanding customer service

SAIC/Library of Congress 11/2008-4/2010

QA Tester, Help Desk Support Tier 1, WCM Dossier Processer, NOC Support, Config Support Analyst Contractor

●Trained in application deployment, software guide composition, installation process documentation, Dossier data formation, annotation, and completion.

●Setting up schedules with testers to test application

●Oversaw testers and ensured the testing process goes well

●Created numerous Stubs and Dossier for applications and filed them away and ensured Dossier coincide with the right applications

●Deployed and set up several MACS

●Used Remedy to create service tickets, assist users and resolve tier 2 service ticket requests

●Managed Library of Congress dossier applications

●Trained COO and Assistant on Blackberry Storm

●Provided help desk support, QA Testing, and software installation

●Provided software and gathered approval signatures for software to be deployed to the Library of Congress

●Schedule AV pickup and delivery on PC Calendar and physically setup

●Built PCs hardware, installed software, and added to the network

●Gathering AFS documents that allow the ongoing process of testing

●Updating the production spreadsheet on what level of software testing is

●Used VMware to create screenshots of the software

●Provided AV conference rooms support and Siebel Analytics Implementations

●Demonstrated Library of Congress COO how to use Blackberry Storm

●Worked in a Windows datacenter

OSA 09/2007-8/2008

Computer Support Specialist Tier 1, 2, 3 and Computer Support Lead Analyst Contractor

Provide 90% onsite support and 10% phone support.

Deploying, Ghosting, Imaging PCs, adding/removing PCs to the network, creating profiles, releasing IP addresses, formatting, troubleshooting printers, projectors, and applications, and moving PCs from one

Set up IT in conference rooms for OSA meetings

Upload software applications troubleshooting and ran printer reports for OSA software and docking stations

Contacted vendor and scheduled service appointments.

Troubleshoot hardware and software on MACs

Retained inventory of technology materials using Track-IT

Team lead of staff training on new equipment

Assisted with Network Operations in system monitoring, reporting, and troubleshooting

Created SharePoint 2007 calendars

Assisted clients with iPhone apps, exchange mail, calendar, settings, and updates.

Troubleshoot iPhone problems from purchased apps through Appstore.

Certain departments used SSO with their applications that I installed, configured, and troubleshot software.

SOFTWARE/HARDWARE

Hardware

Apricorn, Aegis Secure Key 3NX-USB flash drive, Mybook, Different types of Dell laptops and desktops, Vaya office phones, S7 mobile phones, Samsung tablets, Dell thin clients, HP switches, TV setups, Personal Lexmark printers, HP 680 MFD printers, Lexmark x792 MFD printers, Ricoh MFD printers, Sharp MFD printers, VOIP Phones, Toners, Imaging units, Fuser, Finishers, Staples, Thin clients, Surface Book, Maintenance Kits, Replacement printers, Warranties, Supplies, Dell tablets, Samsung tablets, Blackberries, windows mobile, Pocket PC, iPhone 3G, iPad 2, iPhone 4, Dell Servers, Dell Laptops Lenovo, iMacs, PCs, HP Printers, Windows Phone, Droid X, Plasma Screens, Trios, ASUS, Note 4, Note 5, Samsung S5, S6 and S7, Samsung Android tablets, VM Servers, LG and Zero client terminals, Bluetooth tablet keyboards, Macs. PowerPoint presentation clicker, Samsung Gear S3 Frontier, Microsoft Surface Book, Note 9 Plus, iPhone XR.

Software

DPAS, ACT, Commence, Office 365, E2 travel, Pacer, Westlaw, Lexis, SCCM 2012, Monthly exception list, Daily Exception List, Secure Gateway, Telephony Toolbar, Office 365, Word, Excel, PowerPoint, Outlook, Microsoft management console, Remote session, SCCM 2012, F5 Exception list, AD, Office 365 Home Use, Groove, Publisher, Organizer. Parature, blackboard, Remedy, Active Directory, Safe boot, Imanage 8.0, Delta View, Interaction, Hummingbird DM, Iron Port, Track-IT, SharePoint 2007, Skype, Exchange, Gold Disk v2.0, Microsoft Server 2003, iPhone 3G, Shell Scripting, applications, Citrix, GroupWise, HyperSnap, Linux, Vista, Windows 7, Microsoft Office 2008, Siebel, Momentum, Help desk reports, ReflexionX 14.0.3(Host – Unix and OpenVMS), McAfee Endpoint Encryption web Helpdesk, Lotus Notes v8.2.0, HP OpenView, Remedy 6, Remedy 7.1.0, Sales Logix, Sometime 6.5.1, Linux commands, LDAP, TOM(Tool for Outage & Maintenance Management), Footprints, RSA token, iPhoto iTunes, Preview, Office 2008 MAC, Office MAC 2011, Address Book, iCal, Windows Vista, Windows XP, iPhone 4, iPad 2, iPad 3, iPad 2 Air, Surface Pro, Note 4, Microsoft Office 2010 Professional, Windows 7 32bit-64bit, Remote Desktop Support, PC Refresh, Kaspersky, Office 365, VPN. Easy transfer, Microsoft Office Outlook Web access, Cisco IP communications, i-cloud, homegroups, Lync, Windows 8 Pro. LANDesk Remote, VMWare, print management console. Admin Server, CAC Reader, Third party applications, label printers, vSphere, Terminals, Creations, deletions, Inventory, Server 2012, Refresh, delete/recreate profiles, Map network drives, Thin apps, Remote apps, Permissions, Compatibility mode, Interoffice, replace electronics, Fusers, duplexers, Lexmark printers, HP printers, MFD, Print Management, DNS, DHCP, Scripts, Indexing, VTC, PIV Cards, Shipments, Outlook rules, profiles, data files, ost, .pst, virtual volt, disc duplicator, Share and Storage, Remote desktops, reset sessions, create vms, Move items, Activate ports, Troubleshoot applications, Test new images, Analyze event logs, Share calendars, Share mailboxes, Network label printers, switches, thin clients, loaner laptops, Reimage thin clients, Trusted sites, Exception lists, Knowledge Base, Pools, SOPs, Equipment move, trip sheets, property pass, Sign out sheets, Scanners, Excess, Cat 6 cables, Encryption, File server, local printers, Remedy profile creations, Projector setup, Lexmark, HP, Ricoh, Sharp printers, AnyConnect, Creston (4yrs), Polycom (4yrs), Cisco (4yrs), LifeSize VTC equipment (3yrs), BigFix, Five9, Calabrio, Note 9, Group policy.

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