Desktop Support It

SERGE A. WISONGO

Clarksburg, MD ***** Phone: 240-***-**** *******@*****.***

PROFESSIONAL SUMMARY

Dedicated and results-driven IT professional with over 20 years of experience in the Information Technology field. Expertise in providing high-level desktop support, troubleshooting, and system maintenance. Proven ability to manage time effectively, prioritize tasks, and deliver quality support in fast-paced environments. Possesses strong problem-solving skills and a deep understanding of IT systems and hardware. Seeking to contribute extensive experience, technical knowledge, and strong work ethic in a senior desktop support role to drive operational excellence in a dynamic, professional setting.

SKILLS

Global Customer Systems Integration, Network Integration

Microsoft Active Directory, Microsoft SCCM, BMC Remedy, Service Now, Microsoft Teams, CyberArk.

Windows 10, Windows 11, LAN, WAN, Telecommunications, Client Server

IEEE, X.25, ISO9000, and Ethernet

Professional Experience

Department of Veterans Affair Baltimore, MD IT Support Specialist Mar. 2020 – Oct. 2024

Responsible for providing desktop support for all Annex users, both locally and remotely. This entails trouble-shooting hardware, desktop applications and network connectivity issues reported by customers via Service NOW, then resolving these issues.

Assist remote users with VPN connectivity issue by trouble shooting Cisco AnyConnect Secure Mobility client and Internet connection issues.

Proficient at using the various VA IT support tools to manage, troubleshoot and remediate issues with computing resources. These tools include VA’s Desktop Baseline Assessment Toolkit (dBat), the National Dynamic Port Security MAC Tools (NDPS), BigFix Remote Control, Remote Desktop Connection, as well as Microsoft Teams.

Assist end users with mapping network shares and printers. Also, troubleshoot network printer/scanner and general LAN connection issues, coordinating resolution with subject matter expert teams and escalating tickets for broader technical issues as necessary.

Prepare newly acquired computers for deployment by imaging workstations and laptops according to Operating System Deployment SOPs; ensure all systems have the most current firmware/drivers and are fully patched with the latest OS and security updates prior to deployment.

Configure and deploy workstations and laptops to end users and track all GFE assigned through Vista Access for inventory propose. Provide end user training on VPN best practices and home use procedures.

Configure new iPhone with VA approved software applications for end users.

Support office moves/relocations and hardware breakdown/setup; coordinate closely with customer to minimize downtime and track progress via ticketing system

Document resolution of issues in VA ticketing system and in local documentation to either prevent recurrence or ensure rapid resolution of issues which occasionally reappear

Exercise exceptional cable management within network closets when adding or removing patch cables

Identify older hardware eligible for upgrade using enterprise reporting tools, and coordinate upgrade of equipment with customer to prevent performance issues common to aged equipment.

Emagine IT Contractor / WSSC Laurel, MD 1/19 - 08/19

Service Desk Team Lead

Managed a Team of 4 Tier I Helpdesk Analyst and 4 Tier 2 Desktop Support Analysts IT Group

Performed Incident Management via Service Now.

Interim Q/A manager for all incoming incident and escalated to different groups

Onsite support for Office 2016 and Office 365, for more than 1500 End Users

Provisioned Mobile Device using Maas S360 MDM and Enterprise and Mobility Management

Deployed and Updated Window 10 Professional

Assisted and trained employees on all technical issues/concerns.

Monitored PC’s workstations and Laptops for security using Symantec Endpoint Protection Manger Console.

Provided support for the escalation and communication of status to agency management.

Created new user accounts on Windows Active Directory

Federal Energy Regulatory Commission, Washington, DC 6/15 – 06/18

Senior Desktop Support Analyst, Software Licensing Management

Performed troubleshooting, repair, maintenance, and upgrading for PCs and laptops.

Performed Incident Management via BMC Remedy

Guided and Coached Tier II Technicians in imaging, software installation and hardware deployments.

Managed a small Team of three Tier II support analysts.

Created and edited Requisition Approval Standard Operating Procedures Manual.

Onsite support for Office 2016 and Outlook 365, for 2500+ user community.

Reimaging, sanitized and encrypt new and surplus PC’s and Laptops

Participated in the upgrading all Service Operation Procedure (SOP) for the Team.

National Institute of Health, Rockville, MD 05/13 to 06/15

Desktop / LAN Administrator

Analyzed, diagnosed, and resolved problems for local and remote end users.

Manage new PCs and printer in Active Directory as well as user account and password

Supported Active Client and PIV card readers; performed virus removal duties using Malwarebytes and McAfee.

Performed user migrations and refreshes, created and managed images.

Performed Incident Management via Service Now

PC and Mac technical reimaging, sanitization, and encryption

Supported NIH-specific applications and configurations; trained new employees on NIH OD OIT processes and procedures; provided documentation for various processes.

Managed a migration and refresh team during new hardware upgrade

Installed, configured, tested, and debugged hardware/software and peripherals

Education and Certifications TESST Technology Institute Hyattsville, MD Diploma in Electronics and Computer 1997

Montgomery College, WD&CE Rockville, MD

TechHire Technology Training Program & Network + Certification 2020

Microsoft Certified Professional

A+ Certified Computer Service Technician

ITIL Version 3 Foundation Examination

Certified Help Desk Analyst HDI SCA # JACDTT54D9

Bomgar Representative Certified

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