IT Support/Project Management

FRANK CHEATHAM

804-***-**** ********@******.***

PROFESSIONAL SUMMARY

IT Professional with experience as a Project Coordinator, Help Desk Analyst, and Network Administrator.

EDUCATION

Master of Science in Information Technology 2016

American InterContinental University Schaumburg, IL

•Specialization in IT Project Management

•Graduated with GPA: 3.96

•Relevant Coursework: IT Project Quality Management, Risk Management & Project Cost Control, Principles of IT Management, Leadership Management of Technical Projects, Enterprise Networks.

Bachelor of Science

Norfolk State University

•Computer Science

CERTIFICATIONS

•A+

•Network+

•CCENT (In Progress)

•PMP (In Progress)

TECHNICAL SKILLS

•PMI/Waterfall/Agile/

•MS Project

•MS Office 365 Suite

•MS InTune

•SQL Coding

•JAVA

•Windows 11/10/7

•Mac OSX

•SCCM (w/Right-Click Tools)

•Active Directory Enterprise Domain Management

•Cisco Switches/Routers

•Solarwinds, Sniffer & Netscout Networking Tools

•2 Factor VPN Support

PROFESSIONAL EXPERIENCE

Contract Positions 2019 - Present

Chesterfield County IST Endpoint - Field Support Technician Contractor January 2024 – June 2024

•Provide technical support for hardware/software in a Windows 11/10 enterprise environment.

•Support Computers, Network printers, Scanners, Mobile Devices.

•Primary focus on departmental refreshes.

•Perform administrative work processing salvaged equipment by updating their inventory systems.

•Support the FTEs on various office visits for equipment upgrades.

•Imaging up to 50 PCs per week using the pixy server.

•Pushed software updates to some users through SCCM.

Henrico County Public Schools - Substitute Teacher October 2023 – December 2023

Westrock - Field Support Technician/Assets Manager June 2022 – January 2023

•Provide technical support for hardware/software in a Windows 10 enterprise environment. Support of Computers, Network printers, Scanners, Mobile Devices, Software installs/updates, Patch updates, Troubleshooting, working with other departments to resolve local IT related issues.

•Maintain and tracking inventory of assigned IT Equipment.

•Provide Video Conference room support.

•Provide access to the guest Wi-Fi system.

•Support customers using Remote tools.

•Work in Service Manager ticketing system.

•Printer queue management and driver installs.

Carmax - IT Project Coordinator August 2021 – June 2022

•Assist in driving medium and large projects to successful completion while navigating obstacles and time restraints.

•Assist with the implementation of projects and software releases using predefined project methodologies.

•Provide technical expertise to deliver computer software, hardware, and peripheral equipment solutions.

•Assist with receiving and stock maintenance of project hardware.

•Configure and install desktop hardware & peripherals, and collaboration solutions including Teams conference room equipment.

•Coordinate with 3rd party vendors for remote installations of hardware and software.

•Proficiently using KACE and SCCM platforms.

Virginia Housing Development Authority - Team Lead IT Desktop Support April 2021 – July 2021

•Leads Team for support to Rental Relief Program Workers (155) at Virginia Housing.

•Responsibilities included PC builds, Office setups, VOIP, Software/Hardware support, Troubleshooting, Printers, VPN, Inventory Management.

•Assists the regular End User Services Team with regular day to day activities.

Self Employed - Independent Contractor November 2019 – April 2021

•Provided technical field support for both hardware/software Computers, MACS & mobile devices.

•Provided general IT and A/V Support.

•Troubleshooting network connectivity for remote workers.

Cenveo Corp - System Admin/Project Coordinator April 2017 - November 2019

•Coordinated and completed small projects such as departmental IT upgrades and security systems.

•Successfully completed a 2-month project to renovate an office space for press supervisors.

•Completed 3-month project to upgrade the PCs for all workers in multiple departments within the Richmond location. Ordered, configured, and moved data/setting for each new computer.

•Updated the badging/security system for Cenveo’s Richmond location. Gathered specs for the software and hardware requirements and planned with the vendor who currently supported company’s security system.

•Contacted and coordinated 3rd party vendors and internal workers to run cabling to the room both power and CAT5. Have LAN drops installed and phone lines. Coordinate move of large equipment. Consistently communicated project updates to the plant manager and key stakeholders.

•Provide technical field support for hardware/software Computers, MACS & mobile devices.

•Provide technical support and troubleshooting for current computer configurations for Windows and Mac platforms, mobile devices and printers.

•Maintain and monitor network connectivity and firewalls onsite.

•Managed network printer queues and install printer drivers.

•Worked with the network team in troubleshooting connectivity.

•Provided support for Cisco IP and Comdial phone Administration & voicemail support systems.

•Rebooted and troubleshoot network connectivity issues with Cisco Routers.

•Maintained updated inventory records of current hardware.

•Provided Remote Access support to multiple company sites.

•Maintained security patch and anti-virus software updates to computer hardware for the site.

Bon Secours - IT Support October 2015 - January 2017

•Assist with the rollout of Bon Secours’ new VPN application.

•Participated on a special team for the rollout of the main patient records application to a sister network.

•Provided technical phone support for various computer hardware platforms and software applications.

Direct Positions - 1996 - 2015

Unisys Technical Services - Team Lead IT Support June 2013 - September 2015

•Led a project team in setting up, configuring, and delivering PC hardware and software.

•Performed PC upgrades, re-imaging, HDD replacement, RAM upgrades, BIOS updates, troubleshooting, Remote Access, Directory Administration, and Printer/Plotter configurations.

•Provided Mobile Device support and CISCO IP Phone setup/configuration, meeting Service Level Agreements (SLA).

Field Technician/Technical Support July 2005 - June 2013

•Provided 2nd level technical support to customers with laptops/desktops running Windows, MACs, Mobile Devices, Printer/Fax.

•Troubleshot hardware/software issues and resolved issues in a timely manner by Remote Accessing the customer’s PC, or a desk side visit.

•Supported Cisco IP phones by setting them up and ensuring the LAN drop was ready for the phone.

•Worked closely with the Voice Team in getting the correct programming for the phones.

Capital One - Network Analyst – Tier 7 – CIR5 Dec1996 - June 2005

•Started as a contractor but was hired on as a full-time employee in September 1997.

•Served as the End User Support point of contact in several departmental moves and special projects.

•Provided PC hardware and software support along with LAN connectivity.

•Participated in project rollout of Windows 95 from Windows 3.1.

•Participated in the enterprise-wide rollout of Windows XP within Capital One.

•Performed special projects, including setting up and configuring PCs for classroom training sessions.

•LAN administration duties on a Novell 4 network with Windows 95/NT/2000 systems; Administration duties included setting up user accounts, groups, printers, and granting rights on the network servers.

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