Desk Technician Help

Michael Young

**** ********* ****** **** *** **, Prince George, VA 23875

Phone: 443-***-****

https://www.linkedin.com/in/michael-young-a8b825122/

****************@*****.***

Summary of Qualification:

Help desk technician who can quickly adapt to changing environments and circumstances. Skilled at troubleshooting hardware and software issues as well as network connectivity and access issues. Good at documenting events and assets for an organization. Able to follow instructions closely and finish in a timely manner. Able to remain focused and working under stressful conditions.

Troubleshooting hardware and software

Inventory Management

Effective Team Member and Leader

Clear and concise communicator

Experience:

Asset Management Specialist – Lawelawe Defense Solutions December 2022 – December 2024

Walter Reed National Military Medical Center, Bethesda, MD

Maintain records and deployments for 5,000+ end user devices including personal computers, monitors printers, scanners and some network switches and servers.

Tracking of break/fix issues and service requests using ServiceNow.

Inspect, image and configure end user devices for departments and clinics up to 50 users.

Prepare devices for shipment across the country for remote users.

Tracking deployment and retrieval of devices for remote users.

Document installation and maintenance of LAN/WAN equipment for wireless network access.

Support for Microsoft Office 365, Windows 10/11, printer and copier maintenance.

Liaison with other teams including networking, data center, field technicians and leadership about issues and progress on assigned tasks.

Tier III IT Support Technician – Lawelawe Defense Solutions December 2020 – December 2022

Walter Reed National Military Medical Center, Bethesda, MD

Asset management for IT warehouse. Manage inventory of desktops, laptops and tablets at the President’s Hospital.

Troubleshoot hardware and software issues with computers, peripherals and LAN/WAN devices.

Deployment of new and existing IT assets and managing their status.

Verifying that all computers function the same pre-deployment before they are issued to the end users.

Patching and updating print servers that have been identified as missing updates per Cyber Security.

Tracking of break/fix issues and service requests using ServiceNow.

Creating knowledgebase consisting of capabilities of deployable hardware and software to end users of numerous departments.

Support for PKI and CAC certificates for users receiving new ID cards.

Tier I/II Service Desk Technician – CGI Federal Inc. Oct 2018 – December 2020

Defense Media Activity, Ft Meade, MD

The Defense Media Activity performs the DoD’s news reporting and media activities. DMA employs photojournalists, graphic designers, film crews, news teams for various military branches and all necessary support staff, such as HR, satellite techs and senior leadership.

Support for PKI and CAC certificates for users receiving new ID cards.

Manage incoming and outgoing employee, contractor and military network accounts in the organization.

Support the use of email, VoIP phones and teleconference equipment, multimedia presentation and asset tracking.

Patching and updating computers that have been identified as missing updates per Cyber Security.

Support for Microsoft Office, Windows 10, printer and copier maintenance as well as Cisco phone systems.

Use and configuration of Active Directory, McAfee HBSS, Cisco Call Manager, Citrix VPN and VM software and various DoD applications.

Imaging laptops and desktops as well as managing configurations via scripting Primarily in a Windows environment.

Reporting patterns of behavior across multiple tickets as enterprise-scale issues arise. Develop knowledgebase to adapt to changing environments and developing scenarios.

Tier I Service Desk Technician - CACI International Inc. May 2018 – Oct 2018

Joint Service Provider, Westminster, MD

The Joint Service Provider supports users at the Pentagon across all branches of the military and joint staff organizations. JSP supports mobile devices, laptops and desktops, network configurations and VoIP phones.

Support mobile device requests such as new hardware provisions, PIN resets, data wipes and software installs.

Support the use of Microsoft Office 2016, Citrix and McAfee antivirus software. Other applications supported are VPN clients, Active Directory and other Windows 10 desktop configuration settings.

Support end user devices including printers, desktops, mobile phones, display devices video teleconferencing equipment and VoIP telephones.

Focus on Windows 10 Imaging and direct customer service, as well as printer repair.

Reporting issues using Remedy 8 and update progress as it is worked.

Notable Skills:

Windows 7/10/11

Active Directory

Microsoft Office 365

Team leadership

Inventory management

Cisco VPN configuration

Mobile device support

Ticket system management

Networking

Print server configuration

Desktop/Laptop Imaging

VoIP phone configuration

Software configuration

SOP creation

Warranty repairs

Apple/Macintosh/iOS support

Electronic Health Records (HER) Support

Experience with DoD and military

LAN/WAN equipment installation and maintenance

United States Army (Retired) Jan 2017 – Jan 2025

MOS: 25Q, Multichannel Transmission System Operator and Maintainer

Set up, maintain and troubleshoot line-of-sight radio equipment.

Configure communications equipment in accordance with mission specifications.

Maintain all equipment assigned to the unit and ensure operations throughout mission duration.

EDUCATION

CompTIA Security+ CE 2018-present

CompTIA A+ CE 2018-2024

BA, University of Maryland, Baltimore County 2016

AAS, Carroll Community College, Westminster Maryland 2013

HS Diploma, Liberty High School, Eldersburg Maryland 2010

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