Jason G. Marshall

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

Lanham Maryland 20706

Cell: 301-***-**** Work: 202-***-****

Email: adze7x@r.postjobfree.com

PROFILE:

IT Help Desk Specialist and member of the Help Desk support team. Responsible for both internal and external users at my current employer. Current Desktop support duties include email, hardware/software support, network and printer issues this includes telecommunication devices i.e., cell phone/office Polycom phones with internet access. Database development background with an additional emphasis on IT infrastructure and database configuration. Also adept at the customization, upgrading and integration of complex computer systems in large office environments.

Customer services- System Solutions, Modifications, and Problem-Solving:

Resolve critical problems in existing or planned systems / projects.

Anticipate system changes and prepare users for changes.

Make minor modifications to computers, networks, and email systems.

Use innovative methods and techniques for problem-solving.

Skilled developer and troubleshooter.

Member, Project / Support Service Team:

Carry out project assignments, meet deadlines, and provide quality service to customers

Determine sequence of actions necessary to accomplish the assignment.

Independently perform tasks within team environment.

Assist in development and maintenance efforts.

COMPUTER SKILLS:

Networks: LAN/WAN networking, TCP/IP configuration, Cisco, VPN

Operating Systems: MAC OS including Ventura, Monterey, Active Directory etc.

Programs: Oracle, Google drive, Active Directory, UNIX, PL/SQL, Microsoft Office 365, C++

EXPERIENCE:

Center for Hellenic Studies February 2020 to Present

Information Technology Specialist

Managed daily work tickets, prioritized urgent requests and scheduled responses to resolve tickets within 2 hours.

Developed solutions for software/hardware compatibility.

Installed and upgraded internal applications on mobile devices, laptops, and desktop PC’s.

Collaborated within the IT department to resolve network issues and implement fixes.

Ledgent Technology & Engineering November 2019 to January 2020

Tier 2 Desktop Support

Received and responded to incoming calls, emails, and in-house ticketing application regarding desktop/laptop problems. Assist end-users with problems and escalations arising from the use of Microsoft Office Suite.

Install, configure, test and maintain end-user workstations and related hardware/software to deliver required desktop services. Virtual Desktop (VDI) was used to remotely troubleshoot on user systems in different locations.

Accurately document instances of hardware failure, repair, installation and removal.

Perform on-site analysis, diagnostics, and resolved complex PC problems and recommended and implemented hardware and software solutions.

Perform troubleshooting for user workstation and networking software.

Assist with Company’s Windows 7 to Windows 10 Migration.

National Institute of Aids and Infectious Diseases. August 2018 to November 2019

IT Help Desk Specialist

Help desk support for internal and external system users and queries.

Provided expert support in the use of Electronic Reviewer Support Site (eRSS), Scientific Review Data Management System (SRDMS) and Electronic Contract Proposal (eCPS) web sites.

Assisted with the maintenance, development and upgrades to the previously mentioned applications.

Created and maintained a service request knowledge database which included problems, scenarios and solutions to submitted user service tickets.

Assembled monthly usage reports and service request activity reports separated by system application and issue.

Applied knowledge and skills gained through system usage by working collaboratively with customers to develop ideas to improve usability, efficiencies, and reduced workload requirements through system improvements.

The Center for Scientific Review (NIH) March 2014 to August 2018

Technical Support Technician

Provided Tier 1 technical support for end-user software, meetings, cameras and mics.

Supplied tech support and troubleshooting to both the Cisco video meeting software and Jabber application.

Performed light Network Administration for the newly installed user’s PCs and laptops.

Implemented daily hands-on administration of associated network applications. Installed and configured the required software upgrades and patches.

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