Service Desk Technician

Reginald A. Miles

**** ***** *** ********, ** ***46

P#: (202)-731-7493E-Email: **********@***.***

Objective: A progressive and responsible position as an IT Service Desk Specialist – Level II where experience, education and proven

abilities will have valuable applications.

Education:

Career Technical Institute – Washington, DC 9/2000 to 8/2001 – (Computer Network & Support Certification Program A+ Certification.)

Central Sr. High School – Capitol Heights, MD 8/1976 to 6/1979 – (General Education received Maryland State High School Diploma)

Employment:

ACRO Service Corporation - 39209, W. Six Mile Road. • Suite 250 • Livonia, MI • 48152 – (Contractor) Washington Suburban Sanitation Commission 14501 Sweitzer Lane, Laurel, MD 20707 – (Work Site) – 10/2021 – Present – Sr. Tier II IT-A/V Support Technician

Responsibilities:

Responsible for setup, running, and take down of audio/visual (A/V) equipment used throughout the agency.

Provided technical assistance and support throughout the building including all end users and VIP personnel, along with technical assistance and support during events as requested or as needed. On going IT AV support for the Commission auditorium and inter office conference rooms.

Provide desktop support to end-users, including troubleshooting hardware and software issues.

Install, configure, and maintain computer systems and peripherals. Set up and troubleshoot network connectivity for desktops and laptops. Manage user accounts and permissions in Active Directory. Assist with software installations and upgrades

Respond to help desk tickets in a timely manner and provide resolution or escalate as necessary. Collaborate with team members to resolve complex technical issues. Document technical procedures and solutions for future reference.

Familiarity with the building, its equipment, policies, programs, and services and the day-to-day schedule of events.

Provide in-person and virtual audio/video and IT support for live events and the enterprise real-time collaboration tools (i.e. Microsoft Teams, traditional videoconferencing – Live streaming using Granicus preferred, etc.).

Provided live feed from an auditorium using the Crestron audio/video system.

Worked with various vendors to install all required IT network wiring, along with AV cabling.

Ensure setup and put away of A/V equipment is completed for all events. Make sure A/V closets are kept in order.

Respond to requests from the Audio-Visual/IT Manager, Event Planning Director, and Stream Production manager. Read and interpret room diagrams.

Knowledge of digital communication and network environment through my working with mobile devices iPad, android tablets and cellphones.

Knowledge of O365 collaboration tools and applications.

Inspect rooms for damage, cleanliness, and document issues to be addressed. Submit documentation to supervisor.

Reading and interpreting room diagrams with respect to A/V setups. Setup A/V equipment for meetings and various functions around the building.

Troubleshooting A/V equipment when there are technical questions or problems related to A/V equipment and identifying appropriate solutions.

Strong knowledge and understanding of ITIL practices. Specifically in the areas of service transition.

service operation, continual service improvement.

Continual Service Improvement. Serve as on-sight A/V support for events that take place in the auditorium.

Provide basic instruction on the operation of A/V equipment to customers as necessary.

Clean and maintain equipment, report damages to the Audio-Visual Manager.

Assist with room setups and teardowns, as necessary. Attend A/V staff meetings and training sessions.

Develop and document technical processes and procedures as needed.

Responsible for A/V software operations, maintenance and troubleshooting for WSSC media presentations.

Travel to various job sites around the DMV area depending on day-to-day operations. Other duties as assigned.

Also provided tier II service desk task as needed and filling in when short staffed.

iPhone and iPad Management such as unlocking devices, activating device serve walking users through the enrolment process.

Administer password resets and phone wipes when necessary. Assist users w/ internal and external mailbox set up using AirWatch

Assist users with iCloud account creations. Troubleshoot desktop hardware and software issues as necessary. Maintain inventory of replacement systems for uninterrupted operation

Identify and escalate situations requiring urgent attention to the appropriate resource per the escalation procedure, responsible for delivering iPhone and iPad to users nationwide and in on-site.

Document procedures as a reference to improve on resolution time, assist other departments as needed to resolve issues.

Manage and support video control and distribution systems to ensure seamless operation.

Perform installation, configuration, maintenance, and troubleshooting of audio-video equipment, including video conferencing and projection systems. This also applied to desktop and laptop computers and mobile devices

Oversee daily inventory management, including receiving shipments, scanning assets into the Asset Management Tool, and organizing assets in designated locations. Perform preventative maintenance, recycling, and move/retrieve assets marked for disposal.

Moved to the Software management team where I over saw the review and approve Software License Management processes and procedures. Maintain software standards, validated product lists, and maintenance contracts within the asset management database. Coordinate software license and maintenance agreement reviews. Manage life cycle of software assets from identification, requisition ordering, inventory, installation, and maintenance to disposal. Identify, document, and report license compliance issues by Commission end-users and recommend

solutions to resolve issues

Provide reports of asset management audit results and upon Commission approval, implement asset management remediation plan for asset management deficiencies.

Update asset records related to all approved Change activities.

Provide inquiry and reporting access into the asset management System for all assets and input, maintain, update, track and report on all software assets throughout the asset life cycle

Maintain the accuracy of the data in the SIE Asset Management System according to Service Level Agreements

Remove and label storage devices from assets designated for disposal, ensuring proper degaussing as needed.

Ensure client users have access to fully operational equipment and provide support as necessary.

Collaborate with on-site teammates and other stakeholders to meet the needs of the assignment.

Participate in imaging end points and PC replacement activities to support system upgrades and replacements.

Knowledge of audio-video equipment, particularly video conferencing systems and projection technologies, including platforms such as

Zoom, Microsoft Teams, and Cisco WebEx.

Advanced knowledge of current enterprise conferencing software (e.g., Teams, Zoom, Webex). Experience with AV control systems (e.g.,

Crestron, AMX, Extron, Shure wireless mics and Rode GoII lapel mics).

Experience working with ServiceNow and Remedy for Asset Management. Ability to work independently and collaboratively in a team

environment.

Experience/knowledge working with Android, Windows, Intune, and MDM (mobile device management)

Experience with Microsoft Teams Room, Microsoft Surface HUB, Lighting Systems, Yealink M-Core, etc.

Clean and maintain equipment, report damages to the Audio-Visual Manager.

Assist with room setups and teardowns, as necessary. Attend A/V staff meetings and training sessions.

Develop and document technical processes and procedures as needed.

Responsible for A/V software operations, maintenance and troubleshooting for WSSC media presentations.

Travel to various job sites around the DMV area depending on day-to-day operations. Other duties as assigned.

Also provided tier II service desk task as needed and filling in when short staffed.

Experience with the use of video switchers such as ATEM and Black Magic.

Service Source - 10467 White Granite Dr, Oakton, VA 22124 –-Arlington, Va. Employment Center - 2100 Washington Blvd #1, Arlington, VA 22204 - 8/2023 -9/31/2024 – PT - Employment Development Specialist (SSA-Ticket-to-Work Program)

Responsibilities:

Conduct interviews and evaluations of perspective ticket holders/participants, assess employee skills, and develop training and assessment programs. Facilitate training courses and reach out to external parties.

Assess training needs through surveys, interviews with ticket holders/participants, focus groups, and consultation with managers, instructors, or ticket holders/participants representatives. Monitor, evaluate, or record training activities or program effectiveness. Offer specific training programs to help workers maintain or improve job skills.

Identify the available jobs that are paying or are expected to pay wages at or above SSA's level of substantial gainful activity (SGA) into which your organization will be placing beneficiaries.

On going documentation included, but not limited to: Description of how the EN/EDS plans to provide Ticketholders with the supports and opportunities to permit them to keep a job that pays SGA-level earnings.

Place Ticketholders in positions that establish an employer-employee relationship (e.g., issuing W-2s, withholding taxes and FICA) as opposed to a contractual relationship.

The Midtown Group – (Contractor)Washington, DC- US House of Representatives - Office of the Chief Administrative Officer – (Work Assignment)10/20 to 10/2021 - Technical Solutions Engineer:

Responsibilities:

Perform in a Technology Service Desk environment as a tier II technician assisting U.S. House of Representatives offices in installing and using House supported software, including messaging client software, word processors, web browsers, anti-virus software, and HIR-developed applications and remote access RSA SecurID, VPN access.

Provide front line phone, Live Chat, and Remote Desktop support using the BOMGAR software, and Remedy. Also resolved requests via on-site visit(s).

Provide support for application software installation and use. Provide Mobile Device Support, Android, iOS, Blackberry Devices.

Assist in developing user documentation/installation procedures.

Assist in providing technical assistance ranging from system information and/or documentation to system configuration and problem resolution.

Serve as the clearinghouse for posting “Alert” Notifications via Voice Mail, the House WEB Page, Usenet News Groups, and e-mail.

Maintain the knowledge base for all House Supported Software and a working knowledge of hardware and communication products.

Apt to learn and maintain knowledge of all House support software, Cloud base software products, and HIR Policies.

Willing to participate in HIR projects and initiatives for House customers.

iPhone and iPad Management such as unlocking devices, activating device serve walking users through the enrolment process.

Administer password resets and phone wipes when necessary. Assist users w/ internal and external mailbox set up using AirWatch

Assist users with iCloud account creations. Troubleshoot desktop hardware and software issues as necessary. Maintain inventory of replacement systems for uninterrupted operation

Identify and escalate situations requiring urgent attention to the appropriate resource per the escalation procedure, responsible for delivering iPhone and iPad to users nationwide and in on-site.

Document procedures as a reference to improve on resolution time, assist other departments as needed to resolve issues.

Provide consulting support to the Technical Support Representatives (TSRs) and other HIR personnel.

Serve as a resource for solving user problems requiring an advanced level of technician support.

Serve as the technical resource and solution-provider for the Technical Support Representatives (TSRs).

Work closely with other HIR groups to support current technology.

Interact with other HIR groups as appropriate to efficiently respond to user requests/problems. Partners with vendors to identify and resolve problems.

Confer with senior engineering staff to resolve more complex problems.

Front line troubleshooting of Avaya desk phones. Experience with MFA’s and Advance Authentication.

Perform other official duties as assigned.

Optimal Solutions and Technologies (OST, Inc.) (Contractor) -McLean, VA. - Federal Emergency Management Agency-FEMA – (Work Assignment): -– 5/2019 to 6/2020 – Sr. Help Desk Technician:

Responsibilities:

Traveled throughout the US to establish FRO offices (Flood Response Office) established to provide a local NFIP presence and base of operations during a flood event.

Served as first point of contact for customers seeking technical assistance over the phone, via email or in person, performing tier I/II resolutions.

Perform remote troubleshooting through diagnostic techniques and pertinent questions determine the best solution based on the issue and details provided by customers with the use of Service Now.

Have public trust security clearance since 2019.

Experience with WIN10 migration to Laptops, Desktops, and Iphone6/8 and MDM Mobile Device Management.

Experience supporting Adobe, virtual conferencing software, VPN software, and remote assistance tools. Issuing and administering of RSA tokens and AirWatch mobile devices.

Provide accurate information on IT products or services. Walk the customer through the problem-solving process.

Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.

Record events and problems and their resolution in logs, Develop, updates and maintains support documentation. Creation and update of service tickets for all request in compliance with Help Desk processes and procedures.

Develops requirements for complex process or system solutions within assigned business domain(s) by interfacing stakeholders and appropriate IT teams (for example, Solutions Delivery, Infrastructure, Enterprise Architecture) and leading junior team members in the development process as appropriate.

Problem-solving/active listening skills and service-oriented, time and task management.

Experience with applications analysis and data security and testing.

Knowledge of data storage and data recovery. Superior working knowledge of computer systems. Exceptional technical expertise.

Leverages multiple business requirements gathering methodologies to identify business, functional, and non-functional requirements (for example, SMART) across multiple business domains.

Follow-up and update customer status and information, pass on any feedback or suggestions by customers to the appropriate internal team identify and suggest possible improvements on procedures.

Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.

Direct unresolved issues to the next level of support personnel such as tier III or Network level technicians. Provided end-user training, On-boarding set-up, and Off- Boarding duties.

Set-up and shipment of IT equipment dedicated for natural disaster emergency responses throughout the USA.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN).

Conduct periodic inventory and auditing of all FEMA IT assets, Experience running reports to determine malfunctions and/or fraudulent activities that may continue to occur using various Microsoft security and maintenance software.

Experience with server installation with-in a cage, running cabling Cat5/5e, equipment reboots and hard drive replacements.

Experience utilizing and maintaining agency phone system with use of Call Xpress and Mitel VOIP phone Server Manager and MI Collab remote services console, also experience with Polycom phone systems and Avaya VOIP system, installing new phone devices running and install IP phone cabling and ports along with configuring and troubleshooting end user issues.

Experience working in and troubleshooting in the Citrix environment. Experience with ORA system network card replacement.

Working knowledge of Active Directory permissions and configuration. Microsoft Office (Windows, Word, Excel, Access, PowerPoint, Visio, Outlook)

Knowledgeable and experienced with Microsoft desktop operating systems Win10 Share Point Office 365 and SCCM Imaging.

Knowledge of remote support tools and platforms: (Microsoft Lync, Bomgar, TeamViewer, etc.)

Experience with Remedy BMC ticketing system, Service Management.

PC setups, swaps, deployments, and replacements. This includes following our documented imaging process using SCCM configurations as well as software installation and installing the computer

Deploying, installing, and configuring PCs, printers, mobile devices, and other peripheral equipment

Troubleshoot and deployment of Citrix receiver and experience working in the Citrix environment.

Provide high quality, responsive Tier 1 incident management

Deploy new hardware and software, leveraging automated processes established

Based on aligned business priorities, focus on continuous improvement and provide world class customer service

Work closely to create documentation as required and follow standard operating procedures

Perform basic Active Directory functions including joining systems to the domain and password resets.

Technical understanding of AV and IT systems.

Responsible for the set-up and testing of AV equipment, including but not limited to, overhead projectors, microphones, public address system, podiums, lighting, cameras, editing and duplicating system, etc., perform regular equipment maintenance and minor repair.

Account for inventory of A/V equipment before and after each event; assist with security procedures, monthly and quarterly inventory, and forecasting equipment needs, also scheduled productions, purchased new equipment, and monitor existing inventory.

22nd Century Technologies, Inc.- (Contractor) United States Postal Services Office of the Inspector General – (Work Assignment) – Arlington, VA – 7/2018 to 2/2019- IT Service Desk Specialist:

Responsibilities:

Serve as the first point of contact for customers seeking technical assistance over the phone or email, Customer-oriented with the use of Cherwell Service Management remote services.

Polite and communicative, Active listener, Able to maintain confidentiality, Knowledgeable of company products and services

Perform remote troubleshooting through diagnostic techniques and pertinent questions.

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process, Direct unresolved issues to the next level of support personnel

Provide accurate information on IT products or services, Record events and problems and their resolution in logs

Follow-up and update customer status and information, Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures. Deployment of Hardware and Software.

New Hire setup in Active Directory. Terminations/Separations of existing. 10+ years of Active Directory experience.

Experience with assigning end-users to various distribution and security groups, along with user and published application groups.

Experience configuring and troubleshooting mobile devices with the use of RSA Secure token both Hard and Soft and the use of AirWatch to manage the devices.

Identification of network issues with escalation to higher tier if outside the scope of expertise.

Work with manage services and other vendors’ helpdesk personnel to coordinate special projects.

Training of end users on assigned hardware, GOTS and COTS software. Also experience working in a Citrix environment.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN).

Creation and update of service tickets for all request in compliance with Help Desk processes and procedures

Conduct periodic inventory and auditing of user IT assets, Experience running reports to determine malfunctions and/or fraudulent activities that may continue to occur using various Microsoft security and maintenance software...

Experience with server installation with-in a cage, running cabling Cat5/5e, equipment reboots and hard drive replacements.

Experience utilizing and maintaining agency phone system with use of Call Xpress and Mitel VOIP phone Server Manager and MI Collab remote services console. Experience working in the Citrix environment.

Acted as primary individual responsible for the operation of integrated Audio and Video (AV) systems in a conference center, set up and breakdown equipment for video and audio conferencing. Technical understanding of AV and IT systems.

Test and set-up AV equipment, including but not limited to, overhead projectors, microphones, public address system, podiums, lighting, cameras, editing and duplicating system, etc., perform regular equipment maintenance and minor repair.

Account for inventory of A/V equipment before and after each event; assist with security procedures, monthly and quarterly inventory, and forecasting equipment needs

Experience with MDM software experience with desktop remote control tools and Windows 10,

Experience deploying, troubleshooting, and using Windows 7/8/10.and iOS, MS Office 2016, Adobe Acrobat, WebEx, Office 365 suite -Outlook-Share Point, Yammer-Calendar-Planner-Staff Hub phone mobile devices, Box, Centricity healthcare IT software. Other applications such as MS-Teams, Skype for Business and MS-OneDrive.

Experience with WIN10 migration to Laptops, Desktops, and Iphone6/8 and MDM Mobile Device Management.

The Neurology Center – Silver Spring, MD - 8/2007 to 3/2018 – Sr. IT Help Desk Support Specialist:

Responsibilities:

Provided teir-1/2 support specialist, performing 70% remote assistance and 30% face-to-face support with the use of Kaseya,

Wyse device manager, BMC remedy, Samanage, Windows Remote Desktop Connection, and Cherwell Service Management remote services.

Monitor and support the ticket queue, provide resolution for escalated service tickets, escalates support tickets to the proper support groups,

work with clients to evaluate and solve technical problems.

Troubleshooting and repair of end-user systems to include Citrix receiver, laptops, desktop workstations, iPhones, printers, to include activation of warranty or maintenance support as available. Evaluates systems and user needs to analyze, design, recommend, and implement system changes.

Troubleshoots network performance. Recommends upgrades, patches, and new applications and equipment.

Experience deploying, troubleshooting, and using Windows 7/8/10.Windows 365-Outlook-Yammer-Calendar-Planner-StaffHub phone mobile devices, Box, Centricity healthcare IT software. Other applications such as Teams, Skype MS-OneDrive. Office 365 suite.

Experience with WIN server 2008/2012. Setup necessary patches/patch management.

Experience with deployment and configuration of Cisco Wi-Fi access point devices, Cisco Switches and Routers, and various other Wi-Fi routers.

Performed various support services and laptop/workstation set-ups and deployments. Hardware installation, COTS software installation/upgrades, configuration, and training of end users.

Acted as audio visual manger where responsibilities included but not limited to the overseeing of 3 employees, as well as the audio video technology used for conferences, meetings, seminars, lectures, and events. Performed inventory management and asset tracking duties.

Configures and support internal and/or external networks. Develop and maintains all systems, applications, security, and network configurations

Experience with in the assignment of permissions to shared folders, servers and workstation administrator groups.

Experience with Active Directory management as well as Microsoft Exchange accounts. Also experience working in a Citrix environment.

Experience with the Installation of remote backup software, scheduled and devised backup images of workstations and folder(s)

Monitored workstation image backups on a daily basis. Creation of drive space on backup servers when needed. Re-image workstations with reinstalling necessary peripheral devices when needed and patch management of workstations.

Experience with assigning end-users to various distribution and security groups, along with user and published application groups.

Identification of network issues with escalation to higher tier if outside the scope of expertise.

Work with manage services and other vendors’ helpdesk personnel to coordinate special projects.

Training of end users on assigned hardware and COTS software

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN).

Creation and update of service tickets for all request in compliance with Help Desk processes and procedures

Conduct periodic inventory and auditing of user IT assets. Experience working in the Citrix environment.

Experience running reports to determine malfunctions and/or fraudulent activities that may continue to occur using various Microsoft security and maintenance software.

Experience with server installation with-in a cage, running cabling Cat5/5e, equipment reboots and hard drive replacements.

Experience utilizing and maintaining agency phone system with use of Call Xpress and Mitel VOIP phone Server Manager and MI Collab remote services console.

Act as primary individual responsible for the operation of integrated Audio and Video (AV) systems in a conference center, set up and breakdown equipment for video and audio conferencing. Experience with Polycom, Cisco, and Yealink systems.

Test and set-up AV equipment, including but not limited to, overhead projectors, microphones, public address system, podiums, lighting, cameras, editing and duplicating system, etc., perform regular equipment maintenance and minor repair.

Account for inventory of A/V equipment before and after each event; assist with security procedures, monthly and quarterly inventory, and forecasting equipment needs.

Certifications: CompTIA A+, Crestron Core Certification, Zoom Core Certifications

Additional Information: Excellent customer service skills with a desire to get the task completed. Proficiency in MS-Office Suite, MS Office 365 MS Teams and Zoom, troubleshooting network issues, hardware/software support, Active Directory or Net IQ (on boarding and off boarding /achieving accounts), troubleshooting Outlook and exchange email server issues. Also experience with Windows/10 & 11 operating systems, understanding of change and configuration management principles and adherence to strict guidelines and policy set forth by customer. Experience in the use of Hardware and Software assets mangement6 tools Such as Service Now. Posse professional skills including superior interpersonal communications (oral and written), patience, an ability to convert technical jargon into layman's terms, and the ability to juggle priorities on-the-fly developing and adhering to standard operating procedures. Knowledge of audio-visual equipment. Knowledge of computers, presentation software and A/V equipment. Ability to lift equipment weighing up to 50 pounds. Interest in learning technology related skills. Positive customer-oriented attitude and professional image. Ability to Task ownership and follow-through to completion. Experience with tracking assets, inventory, and replacements, reporting damages, maintaining surplus report, damages, theft, maintenance and memory upgrades. Responsible for bi-weekly/monthly status reports, generating policies and procedures, barcodes, agency identification stickers applied to distributed equipment and spare accessories. Served as a liaison between internal or external customers, on behalf of the IT Department as requested or specified. Assists in the development of administrative and technical assistance policies and in analyzing and seeking solutions to problems. Experience with deploying and troubleshooting mobile devices. Diagnose and resolve technical issues related to networks, hardware, and software. Install, configure, and maintain IT infrastructure, including operating systems and network solutions.

Mr. Reginald A. Miles

5104 Barto Ave

Suitland, MD 20746

Phone #: 202- 731 - 7493.

E-mail: **********@***.***

Dear Sir/Madam,

Regarding the position you’re currently recruiting for, please find attached a copy of my resume for your consideration. Having worked within the industry for over 18yrs., I have developed a wide range of skills that would meet and exceed the expectations for the role. In both my past Sr Help Desk Specialist and present role as a Sr. Tier II IT-A/V Support Technician. I have had many achievements, including strong customer service-oriented skills, passion for working with end users, excellent speaking skills, great organization skills, and exceptional in high pressure situation. My years of AV experience specific to conference rooms of all types TV and Projectors, microphones and speakers, VC equipment, automation and integration equipment (Crestron)o Cisco and MTR devices. Solid working knowledge of the following Microsoft Office products:

Contact this candidate