Technical Support Specialist

Terry Bailey

Technical Support Specialist

*********@*******.*** • 540-***-****

LinkedIn • Winchester, VA

Summary

Accomplished technology support professional with extensive experience in IT operations and support. Proven ability to diagnose and resolve complex technical issues while providing exceptional customer service. Skilled in mentoring and training junior team members, fostering a collaborative and productive work environment. Experienced in project management, successfully leading projects to completion under budget and on schedule. Adept at managing vendor relationships, coordinating installations, and ensuring compliance with service level agreements. Strong communicator with the ability to explain technical concepts in non-technical terms, enhancing user experience and satisfaction. Committed to continuous improvement and proactive problem-solving to maintain system efficiency and reliability.

Technical Proficiencies

Tools and Software:

Microsoft Windows, Active Directory, Duo Mobile (Two-Factor Authentication), Service-Now Ticketing System, Carbon Black Endpoint Security, Microsoft Teams, Zoom, Airwatch, Microsoft Intune, Avigilon (Physical Security System), Microsoft Exchange, VmWare and Veeam Backup Solutions

Technical Proficiencies:

Systems and Network Administration, Systems Security, Data Recovery, Systems Integration, Systems Imaging, Software Deployment, Asset and Inventory Management, Technical Documentation, Troubleshooting, Powershell Scripting, Systems ISSO for Secure Room with Air Gapped Computer

Hardware and Networking:

LAN/WAN, Desktop PCs, Servers, Printers, Network Printers, VPN Clients, File Servers, Network Hardware, Mobile Devices (iPhones, Cell Phones), Hitachi Data Systems AM2K and VSP Data Storage Systems, TCP/IP, DNS, DHCP, Network Troubleshooting, Wireless Connections, VPN Configuration

Career Experience

Valley Health Systems Winchester, VA Front Royal, VA Luray, VA 2024 –

Desktop Technician

Imaging and deploying computers for a Windows 11 Rollout involving approximately 2000 devices. Removing devices from Active Directory, adding new computers to Active Directory with the same name as the old computers. Updating and installing drivers forcing group policy updates on each new computer system.

Day and Zimmermann, Chantilly, VA 2012 – 2024

Operations Lead (IT/GS)

Administered Active Directory, Duo Mobile for Two Factor Authentication, and Carbon Black Endpoint Security. Oversaw vendor installations and managed Physical Security System (Avigilon). Provided 2nd and 3rd level technical support, troubleshot video teleconferencing infrastructure, and monitored SLA’s in Service-Now Portal. Created desktop images using MDT, documented IT solutions, and supported network equipment installations and repairs. Managed Managed Engine Desktop and Asset Explorer for inventory. Administered Microsoft Teams and Zoom for Government. Provided remote desktop support, resolved help desk tickets, and maintained inventory for government furnished equipment. Coordinated transport and documentation of equipment/parts to CONUS/OCONUS locations. Researched and secured best pricing for IT hardware, software, and service support, and ordered equipment as required.

Implemented new software deployment packages, optimizing deployment efficiency.

White Glove treatment to C Suite members

Negotiated vendor contracts for IT hardware and software, achieving cost savings.

Created MDM and MAM policies for enterprise mobile devices.

Maintained high SLA compliance in resolving Tier 2 and 3 help desk tickets.

Working on Intune for monthly patch deployment.

Developed a custom PowerShell script to install applications by using app deployment tool kit for packaging.

Improved uptime and reduced downtime through proactive maintenance of network printers and file servers.

Enhanced customer satisfaction through effective troubleshooting and resolution of hardware and software issues.

Created device configuration policies with Intune.

ISSO for Secure Room with Air Gapped Computer

SDV Solutions Inc., Baltimore, MD 2010 – 2012

Lead Field Technician

Lead break-fix support for Social Security Administration's desktops, servers, and printers. Supervised technicians to ensure timely completion of jobs meeting SLAs. Assigned Help Desk Tickets and supported Windows XP to Windows 7 migration with data transfer, and system integration into USUHS domain using Active Directory.

Ensured timely completion of jobs meeting SLAs for Social Security Administration.

Supervised Help Desk Ticket assignment, improving efficiency.

Supported successful Windows XP to Windows 7 migration with data transfer.

Integrated new systems into USUHS domain using Active Directory.

Additional Experience

Network Administrator/Technical Support Specialist/IT Consultant

Target Computers, Jefferson City, TN

Manager/Network Administrator

Omega Cabinetry, Clinton, TN

System/Network Analyst

Heckler & Koch Inc., Sterling, VA

System Analyst

Georgetown University Medical Center, Washington, DC

User Support Analyst

American College of Physicians, Washington, DC

Education

Associate of Computer Science, Marshall University, Huntington, WV

Active DOD-Secret Clearance

Active USG-Secret Clearance

Professional Training

Hitachi Data Systems AM2K

VSP Data Storage Systems

Certifications

Certificate in Networking I and II

Comptia A+ Certified

AS 400 IBM Operators

Advanced Microsoft Office

Lexmark T640 Certification

Lexmark T63x Certification

Lexmark C77x and C78x Certification

Lexmark C75x Certification

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