It Support Washington DC
Resume:
CONTACT INFO
*********@*****.***
Washington DC
EDUCATION
BS
Cyber Security
Potomac College
Aug/2011 - June 2013
Washington DC
3.8
MS
IT Management
Strayer University
Oct/2013 - June/2016
Alexandria VA
3.8
Certifications
L
WORK EXPERIENCE
IT Support Technician/ Coordinator
US Department of Education
Mar/2022 - Sept/2023 / Washington DC
Support and maintain in-house computer systems, desktops, and peripherals. Includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment. Monitor business applications via remote desktop. Ensuring optimal workstation performance Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PCS performance. Handled large volume of phone calls, chat and emails in support to respond to connectivity, and software incidents. Work within active directory to establish systems to the network and resolve issue tickets via Remedy/Service Now ticketing system. Created new accounts, reset passwords, and configured access to servers and file management software for users. Accurately document instances of hardware failure, repair, installation, and removal. Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs. Active Directory – password resets, locating PCS names and customer IDs, finding PCS OUs and account verifications. OneDrive Support and training as well of other Office 365 product training
Handled installation of hardware and software from Desktops, Laptops, mobile devices Active with all cloud-based training including OneDrive, OneNote, email, and other Office 360 products.
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IT Coordinator
Aug/2020 - Jan/2022 / Washington DC
IT Support Specialist
WAYNE LEVI THOMAS
Also supportted VPN products
Cum Laude from Cisco, Citrix and others. Assist with the intallation, configuration and use of Intune CompTIA A+
Microsoft Office Specialist
ITIL Foundation
Training students in digital literacy Developed, maintained, and edited training material. Clarifying subjects like Basic Computer Skills
Teaching studies like Internet Basic Skills Revealing field of study like Using Email Simplifying disciplines like Windows 10 Explaining subjects like Microsoft Office Suites Track students’ progress via NorthStar Admin Console Build and execute team-building exercises and activities.
Successful in getting 100% of students certified. Worked with tiers 2 and 3 level technical support teams to identify and resolve issues while maintaining ownership of support issues. Responsible for delivering help to system users by responding to client queries, solving technical problems, and retaining an organizational network, software, and computer peripherals. Well organized and prepared for all missions and tasks. Provide on-call IT support for various projects. Expertise in Windows 10 Migration from Windows 7 office 365 upgrades via SCCM while ensuring archived PST files migrated.
IT Analyst/ Help desk Analyst
US Census Bureau
July/2019 - Aug/2020 / Greenbelt MD
Granting account access and/or disabling in Active Directory oIncluding adding security groups, oGroups Memberships oAccount Creation oRemoving Accounts oShared drives Grant access to VDI environment, use VDI environment in respect to AD activities mentioned above. Use, update and navigate Remedy software (ticketing and KMS) Navigate Census Bureau apps and help end-users. Manage the processing of incoming calls to ensure professional, courteous, timely, and effective resolution of issues. Manage, track, report, process, and assign tickets daily. Support the development of Knowledge Base (KB) articles for use by Tier 1, 2, and 3; conduct continuous improvement service desk support and update knowledge base as required. Train/guide computer users, as needed. Ensure consistent service levels and quick resolutions. Site Leader Deployment Team
Georgetown University
May/2019 - July/2019 / Washington, DC
Ability to run basic command line. Ability to communicate and converse technical issues or processes using appropriate terminology.
Knowledgeable in navigating Windows 10 Familiar with installing and troubleshooting computer applications. Develop, maintain, and report on detailed installation schedules and job status. Knowledge with configuring the BIOS and setting up local administrators. Contribute to continuous improvement by suggesting and implementing procedural changes targeting improved installation performance metrics. Supervise employees on the installation team. Provide guidance/mentoring to less experienced team members. Contribute to team effort with hands on installation activities as required to accomplish daily productivity goals.
Answer technical questions during the installation. Contribute to team effort with hands-on activities to meet daily productivity goals. Site Lead Deployment Team
US Department of Education
Feb/2019 - May/2019 /
Washington, DC
Ensure that installation team understand and abide by all relevant safety rules and procedures. Plan activities and resources as required meeting or exceeding installation project metrics such as estimate creation, budget attainment, quality, and on time completion. Anticipate and resolve field issues to mitigate potential impact on project deliverables. Develop, maintain and report on detailed installation schedules and job status. Collaborate with internal and external resources to ensure that project goals are achieved. Develop and execute field logistics plan which includes material receipt, staging and subassembly. Contribute to continuous improvement by suggesting and implementing procedural changes targeting improved installation performance metrics. Supervise employees on the installation team.
Provide guidance/mentoring to less experienced team members.
Contribute to team effort with hands on installation activities as required to accomplish daily productivity goals. Answer technical questions during the installation. Contribute to team effort with hands- on activities to meet daily productivity goals. Created training documentation for senior level executives and corporate leaders. As well as provide training to the customer.
Multi-Factor Authentication (MFA) Tech
Leidos
July/2018 - Dec/2018 / Reston, VA
Strong desktop support skills (software, Windows 7 & 10 / hardware, Dell & HP) Understanding of networking (TCP, DNS, DHCP, IPAM)
Familiarity with data closets and wiring in MDF and IDF Understanding of multifactor authentication methods – PKI & OTP Experience with ClearPass OnGuard, Cisco AnyConnect, SCCM & Bomgar. Strong customer service skills Aptitude to work independently to complete projects without direct supervision. Aptitude to track down connected hosts and troubleshoot hardware and software issues in person, remotely via phone and remote-control software. Main point of contact for employees who are experiencing computer issues related to the MFA implementation. Worked with the Network Engineering MFA Team pre- implementation to identify systems that will be blocked & post- implementation to remediate any systems that have been blocked.
Flexible with the travel schedule, detailed oriented, able to communicate and document occurrences. Capability to meet deadlines and manage stress effectively in high-pressure situations.
Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience. Assisted with the capture for training videos of networking procedure and practices for the cyber security team. Offered and provided training on MFA compliances and operations.
SharePoint End-User Support Technician/Tier II
US Equal Employment Opportunity Commission
Sept/2017 - May/2018 / Washington, DC
Install, configure and use intune
Provided systems support and business (functional) assistance to users for tickets that cannot be solved under Tier 1. The Contractor shall provide customer support for escalated Helpdesk support functions to include: Review and validate that the problem requires escalation to Tier 2, begin troubleshooting of the reported problem, and determine if the problem is one-of-a-kind in nature or is potentially system-wide. Provide system support for SharePoint End-Users Classify and provide analysis, including analysis of the problem as it relates to prior Tier 2 tickets or previous trouble tickets. Refer those tickets that cannot be resolved within the SOP time parameters, with an escalation to a Tier 3.
Recommend whether on-site government assistance and support is needed, based on a Priority 1 problem ticket or work order affecting remote users or locations. Provide advanced and complex technical support for all base-level applications. Set up and de-install of computers. This includes special requests for training room setup and de-install Coordination and execution of end-user loaner program for computers, laptops and peripherals (i.e. portable printers, projectors, keyboard, mouse, etc.). Contractor shall provide documentation log, retest and check-in all returned equipment Assistance with printing, scanning, faxing, etc; Mobile devices configurations and management
Installing or de-installing user applications, moving computers Exit assistance for users leaving the headquarters facility; Disk wipe hard drive, prepare inventory paperwork, and store for re-use Maintain EEOC Operating System (currently Microsoft Windows 7) and provide testing, trouble shooting, documentation, and consultation to assure all EEOC applications can run under USGCB compliant guidelines. Provide Operating System updates, upgrades as required by the EEOC. The EEOC may migrate to Windows 10 within the task order period. Full planning, application testing, configuration, administration, and deployment shall be the responsibility of the Contractor. Performance AQLs can be re- negotiated during and after the upgrades. Writing and testing install scripts, troubleshooting problems with configuration settings, test and integration of applications. Work with the EEOC security operations team to conduct desktop virus scan and remediate infected systems.
Conduct desktop data recovery and backup. SharePoint End-User Support oAssist users with navigation of SharePoint. oCreate and maintain new site. oCreate and maintain Blog pages. oCreate and maintain Calendars. oCreate and maintain Document Libraries oCreate and maintain Video Libraries New hardware Refresh Team Assist with Public Portal File transfers, server management on Azure servers.
Recommended and provided SharePoint and other MS Office training as needed. Assisted with training on SharePoint; including how-to create new site, blog and libraries.
Computer Support Technician
US Environmental Protection Agency
Aug/2013 - May/2017 / Washington, DC
Supportted VPN as well.
Support and maintain in-house computer systems, desktops, and peripherals. Includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment. Ensuring optimal workstation performance Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PCS performance. Accurately document instances of hardware failure, repair, installation, and removal. Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs. Support development and implementation of new computer projects and new hardware installations. Member of Windows 7 Migration team oPicked up PCSs from Asset Management oRetrieve Computer Name from Active Directory oRan and Submit CSV file to Network Engineers oRan the image for PCS deployment. oTransfer customer’s data from old PCS to the new PCSs. oDeployed the PCS and configured the PCS for the customer. oConfigured email, printer, share drives and Lotus Notes iPhone configurations, setup, and troubleshooting Lotus Notes configurations, setup, and troubleshooting
Active Directory – password resets, locating PCS names and customer IDs, finding PCS OUs and account verifications. OneDrive Support and training as well of other Office 365 product training Active with all cloud- based training including OneDrive, OneNote, email, and other Office 360 products. Supported Software Management with tracking of licensed software, installation, updates, and removal of that software. Tier 2 Desk Side Support Technician
US Food and Drug Administration
Jan/2013 - Aug/2013 / White Oaks, MD
ØResponsibilities are installing, connecting, configuring, upgrading, troubleshooting, diagnosing, and repairing desktop/laptop PCs, Blackberries, and peripherals (such as printers and scanners) ØResponsible for hardware upgrades, including adding memory, hard drives, removable storage media, DVD-ROMs, and network interface cards ØSoftware support includes operating systems, application software, utility software, and internally developed system software. ØTechnicians typically provide desk side support and where applicable, use software tools to fix PC and peripheral problems remotely; these tools include but not limited to SCCM. ØMaintain executive/senior staff members’ computer requests, support software merchants and the in- house networking staff to resolve issues. ØMember of Windows 7 Migration team ØSupport and training for MS Office 365 also using AnyConnect.
VPN support
Cisco and Citrix VPN
VPN support.
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