Desktop Support Team Lead

Stanley Oben

C: 301-***-****

W: 202-***-****

Email: ***********@*****.***

Executive Summary:

** ***** ** ** *********** Desktop Support Lead, I have overseen a team of 6 technicians and 4 engineers, ensuring efficient resolution of daily support issues. My responsibilities included interfacing with executive and VIP clients to promptly address complex technical challenges. I have cultivated a meticulous attention to detail and demonstrated the ability to maintain composure under pressure, all while leading a highly collaborative team.

IT Skills:

Asset Management

Customer Service

Teamwork/Collaboratively

ServiceNow

Time Managment

Effective Communication

Critical Thinking

Troubleshooting

Patience

Window 11/10

Mobile Devices

Office 365

Active Directory

Experience:

Human Touch, LLC, College Park, MD

Desktop Support Tier II position (Team Lead) Food and Drug Administration

05/2018 – Present

Supervisor to 6 Tier II Techs for supporting 2,000 + users, managing accounts and network resources. Administer access to users’ network resources. Network connectivity and VPN. Assists in maintenance and updates of all hardware, software, tools and peripherals associated with the data communications infrastructure Cisco VoIP phone system, patch, panels on Cat 5 & 6 Network Cabling.

Maintain multi-location hardware and software for life cycle replacement; perform security patches and upgrades on Microsoft

Identifies, diagnoses, and resolves connectivity problems and communicates technical material to both technical and non-technical audie DataLocker SafeConsole admin

IBM MaaS360 Portal supports portal administration

BitLocker encryption

Windows 7/10 Professional, Microsoft Active Directory Administration MS Exchange Client, mobile devices.

WebRH Administrator, BES10 server administrator and Citrix XenApp

Troubleshoot customer desktop issues. Respond, track, and manage trouble tickets through Peregrine Service Center Client. Enterprise-level Desktop features—Windows 7/ Mac OS X support and Network connectivity issues. Configure and manage desktop hardware environment and desktop customization. Support Cisco remote VPN client for users. Work with FDA’s Cisco VoIP network team environment responsible for hardware upgrade.

Engility Corporation Chantilly, VA

Scientific Computing Support Engineer (Team Lead) Food and Drug Administration

01/2016 - 11/2017

Supervisor to 5 Scientific IT Engineers supporting Windows VM and Mac OS X workstations at the FDA

Configuration and administration of Windows 10,7 and OS X Scientific Workstations

Perform routine and preventative maintenance on scientific workstations, applying operating system patches and Antivirus updates working directly FDA System Engineers and the end-users.

Work with the HPC System administrators and the network team to troubleshoot and resolve or escalated end-user computing issues as network connectivity, printers, workstations, router switches and Active Directory

Support Cisco remote VPN client users at remote FDA sites

Work with scientific instrument vendors to Configure and deploy end-user instrument workstations.

Routinely monitor Service Now, HP Service Manager and solar winds ticketing system

Scientific computing infrastructure repair, maintenance and installations.

Configure deploy and maintain wireless Monitoring sensors ( TempSys Temperature Assurance System)

Managing Symantec Endpoint Protection (SEP) and Anti-Virus/Anti-Malware software

IT Solutions College Park, MD

Desktop Support Tier II (Team lead) Food And Drug Administration

10/2005 – 01/2016

Supervisor to 6 Tier II Techs for supporting 2,000 + users, managing accounts and network resources. Administer access to users’ network resources. Network connectivity and VPN. Assists in maintenance and updates of all hardware, software, tools and peripherals associated with the data communications infrastructure Cisco VoIP phone system, patch, panels on Cat 5 & 6 Network Cabling.

Maintain multi-location hardware and software for life cycle replacement; perform security patches and upgrades on Microsoft

Identifies, diagnoses, and resolves connectivity problems and communicates technical material to both technical and non-technical audiences.

Windows NT/XP/2008 /7 Professional, Microsoft Active Directory Administration MS Exchange Client, Blackberry mobile devices

Education:

University of Younde, Cameroon 1989

AA Degree in Electrical Engineering

Certification and Training:

Cisco Certified Network Associate 640-802 Certified 2005

CompTIA A+, Microsoft Office Specialist Certified 2006

ASM Educational Center (ASM) Class

Security+ AWS architect associate 2022

Clearance: Public Trust [Active]

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