Sr. Help Desk Analyst

MALCOLM CONNELL DIXON

*** **** ********* *****

Fort Washington, MD 20744

(Cell) 227-***-****

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

SUMMARY

Experienced Computer Help Desk Specialist with 20+ years of Tier 2 and Tier 3 Technical Support, working knowledge and applied experience. Extensive experience in Deployment and Migration, Global Service Desk Support, System Administration, Task Leadership, Project Planning, Desktop Support, Financial and Fiduciary Services Support. Seeking a Sr. Level Support Position.

HARDWARE EXPERIENCE

Dell, Lenovo, Toshiba, HP, MAC, Zenith, DEC, Honeywell, AS400, PRIME, IBM, Smartphones

SOFTWARE EXPERIENCE

Active Directory, SSCM, MS Project, MS Office 2013/16/365, Remedy, Siebel, USD(Unicenter Service Desk), IDM, ECM(Enterprise Content Management System), WSN, BOX, ITIL, Microsoft Deployment Tool, Bitlocker, PCMover, McAfee Endpoint Encryption, CCMail, Lotus Notes, Crosstalk, Dbase III, Border Manager, Zenworks, FASTLAN, Lightspeed, WordPerfect, GroupWise, PCAnywhere, Ghost, Cisco, Jabber, Storm, RAS, Usr MGR Pro, Citrix, SAP, Rightfax, LANDESK, RDP, VPN, Webex, Zoom, TEAMS, LogMeIn, GoToMeeting, Skype, Avaya, VMWare, Teams, Cherwell, Bomgar, Microsoft Endpoint Management(Intune)

PROGRAMMING LANGUAGES/OPERATING SYSTEMS

Windows XP/Vista/7/8/10/11, Novel, NT, Windows Server 2008/2012/20016, COBOL, FORTRAN, RPGII, Basic, DOS, INFO, SQL, OS/JCL, Primos, UNIX, TCP/IP, OS/2, HTML, Linux, RedHat, Fedora, Ubuntu, Windows PowerShell

AREAS OF EXPERIENCE

Tier II Helpdesk Computer Specialist- Contractor September 2021 – March 2025

USDA/Key Concepts Knowledgebase LLC

Assigned to USDA GWCC, Greenbelt, MD

Active Public Trust clearance

Hands-on experience in troubleshooting and resolving IT issues on desktops/laptops

Hands-on experience with Windows 7,10,11, MAC OS 10.12 and newer, O365 applications, Adobe Acrobat DC Pro, Active Directory, Wireless Devices support, LAN/WAN support, Video Teleconferencing support, VPN support, Virtual Desktop Interfaces

Support, Network and MPS Printers

Diligently follow the internal Service Delivery Requirements for proper ticket documentation and customer contact attempts within the BMC Remedy ticketing system

Experience with Cisco Jabber, Dameware, Remote assist, Remote Desktop

Reimage computers as needed

Responsibilities::

Resolve tickets for complex technical issues, requiring detailed systems and applications knowledge

Responsible for providing technical support to clients onsite and remotely

Performing several duties along with a team of other support technicians at all levels

Stay up to date on how to support the existing and new features on standard software such as O365 applications, Adobe Acrobat DC pro, etc., available within client's environment.

Clearly communicate with managers and co-workers to ensure the understanding of the proper use of technology and any troubleshooting that may be needed

Provide customer 1st focused customer service at all times

Responsible for enrolling iPhones and Androids in MDM Intune, Troubleshoot mobile device issues

Maintain and exceed SLA compliance

Performs installation, configuration, and technical support of commercial, government furnished, and agency-specific software

Escalate to higher tiers or SME teams as necessary

Provide SME support for WEBS fingerprint scanning

Provide SME support for National Agriculture Library

Visitor WIFI Accounts Mgmt.

Level II Help Desk/Deployment Technician-Contractor May 2021 – July 2021

Danaher Corporation/Larker and Lynch

Re-assigned to Danaher Corporation for short term project.

Responsibilities:

Imaged Dell desktops, laptops, tablets, Surface Pro, migrated and restored data manually and using automated MDT, Setup Microsoft OneDrive, TEAMS, Install subscription applications, Transfer and sync files. Provide level 2 Help Desk support, setup VPN, Use SCCM, Active Directory and Bomgar as needed in the upgrade of computers and the resolution of Tier II Helpdesk tickets.

Provide meeting support and assist with TEAMS meetings as needed.

Ordered, shipped and setup computers and peripherals as needed in preparation for return to office.

Setup smart phones, installed dual authentication, VPN, Office 365

Level II Service Desk Technician-Contractor September 2020 – November 2020

Public Company Accounting Oversight Board (PCAOB)/Agile Trailblazers 40 Hours Per Week

Short term assignment serve as Service Desk MTP Resource in the Office of Data, Security and Technology (ODST) during Covid, .

Perform the sub-set of Service Desk tasks and activities that must be done on-site, imaging, laptops, desktops, receiving and inventorying shipments, and shipping equipment and peripherals to end users.

Provide SDA support during the mandatory telework period.

Level II Service Desk Technician-Contractor September 2020 – November 2020

Public Company Accounting Oversight Board (PCAOB)/Agile Trailblazers 40 Hours Per Week

Responsibilities:

Utilize TeamViewer, VMware Horizon Client, Active Directory in the performance of daily duties.

Level II Help Desk/Deployment Technician-Contractor February 2019 – March 2020

Danaher Corporation/Kelly Services, 40 Hours Per Week

Assigned to Danaher Corporation. Imaged Dell desktops, laptops, tablets, Surface Pro, migrated and restored data manually and using automated MDT, Setup Microsoft OneDrive, TEAMS, Install subscription applications, Transfer and sync files. Provide level 2 Help Desk support, setup VPN, Use SCCM, Active Directory and Bomgar as needed in the upgrade of computers and the resolution of Tier II Helpdesk tickets.

Setup wireless HDMI monitors in conference rooms. Ensure 18 conference room audio, video and teleconferencing work and assist with TEAMS meetings as needed.

Responsibilities:

Develop or follow step by step task plan for special projects

Install OneDrive, transfer and sync files

Coordinate with internal and external customers as the project requires

Familiarize the team with the project/task needs, specifications, target dates, techniques and tools to support task performance

Assure that the team addresses all relevant issues within the specifications and various standards

Serve as task meeting chairman, Establish meeting times, places and agendas

Initiate sub-groups or sub-teams as appropriate to resolve issues and perform tasks in parallel

Ensure deliverables and schedules are prepared to satisfy the project requirements,

Help keep the task/project on track and report on known issues

Work with functional managers and the team sponsor to obtain necessary resources to support the team’s requirements

Coordinate the review, presentation and release of task/project documentation

Coordinates meetings with the project/task committee, project manager and functional management to discuss project impediments, needed resources or issues/delays in completing the task

Provide status reporting of team activities against the program plan or schedule

Keep the project manager and product committee informed of task accomplishment, issues and status

Serve as a focal point to communicate and resolve interface and integration issues with other teams

Escalate issues which cannot be resolved by the team

Provide guidance to the team based on management direction

Troubleshoot PC hardware/software and IT systems as well as executed Installs, Moves, Adds, and Changes.

Develop Plan and decommission legacy equipment

Deployment Technician-Contractor July 2018 - Nov 2018

EMCS/Insight Global

Assigned to NOAA. Imaged Dell desktops, laptops and tablets, migrated and restored data using both Dell Deployment Tool and PCMover, added deployed machines to active directory to reflect new configuration and added to McAfee encryption database.

Troubleshoot PC hardware/software and IT systems as well as executed Installs, Moves, Adds, and Changes (IMAC).

Responsibilities:

Served as primary point of contact. Performed post deployment QA process to ensure MS Office documents, email, peripherals and specialized software were successfully copied, installed and configured. Distribute newly imaged laptops to end users. Sitting with the end user and providing Windows 7 to Windows 10 transition training. Provide on-site Executive Staff support.

Provide one on one transition training, answer specific questions related to MS Office document creation, saving and formatting.

Assist users in setting up MS Office autosave features (i.e. saving to the share drive vs HD)

Provide first and second level support for upgrade to Windows 10 from Windows 7

Perform trouble shooting and issue escalation as needed.

Help to ensure all steps for a successful upgrade of multiple laptops on a daily basis are complete

Work with each client to help ensure checklist items are completed and that the laptops are issue-free

Use Windows PowerShell to obtain the status and statistics from staged migrations, upload, start staged migrations

Use PowerShell for Desktop Support security (Antivirus/Encryption Software, VPN)

Use PowerShell to Deploy software used to assist migration (Robocopy/Norton Ghost)

Accurately log, ticket, and track/own all problems and incidents

Participate in device collection, configuration, and upgrade of client endpoint devices

Technician-Contractor June 2017 – July 2018

Dell Computers/Agensys Corporation, 30-40 Hours Per Week

Serve as a Lead Technician in the migration of Patent and Trade Office legacy HP computers to new Dell computers

Migrate and restore data using Dell Deployment Tool

Performed post deployment QA process on MS Office documents, email, peripherals and specialized software were successfully copied or installed and configured.

Performed trouble shooting and issue escalation as needed.

Serve as Lead on special migration projects.

Setup migration staging area

Technician-Contractor March 2017 – March 2018

Dell Computers/Agensys Corporation, 30-40 Hours Per Week

Serve as deployment technician in the migration of Department of Transportation legacy Dell computers to new Dell laptops, desktops and Microsoft Surface Pro systems

Responsible for capturing client data and transferring to new systems using Dell Deployment Tool

Performed trouble shooting as needed

Delivered, setup and perform QA process to ensure documents, email, peripherals and specialized software were successfully copied or installed.

Sr. Team Lead-Contractor October 2014-January 2016

Dell Computers/Agensys Corporation, 40-60 Hours Per Week

Agensys Corporation

Serve as primary point of contact for Dell migration of 6000 legacy computers at (EPA)Environmental Protection Agency Headquarters in DC

Oversaw Dell Migration project for 3 EPA locations in D.C. Metro area

Supervised and trained 3 Lead Technicians including 21 2nd Level technicians

Provided Executive transition and training support.

Developed repeatable procedures, training manuals and documentation including QA checklist for migration team

Reported directly to Dell Project Manager

Trained staff in the Imaging, migration and restoring of data using Microsoft Deployment Tool(MDT)

Created CSV file for image and data migration

Maintained inventory of computer equipment and advised on ordering to meet scheduling demands

Worked with programming staff to resolve migration script errors

Worked closely with EPA IT Department to schedule and upgrade legacy computers

Provided primary team escalation resolution for project related issues

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Tier II Analyst-Contractor June 2012-June 2014

CenturyLink, 40-60 Hours Per Week

Provide support to The World Bank’s International Finance Corporation (IFC) critical proprietary applications which automate corporate governance processes and the primary document repository through an Internet Browser interface.

Provide front line 2nd Tier help desk support to all customer staff and their representatives worldwide

Log all incoming issues and requests in Remedy 7.6

Answer ACD using Avaya and resolve within SLA guidelines

Provide follow-up status to customer end-users in accordance with specified guidelines

Assist with SecurID Pins, Synchronization and temporary passcodes for remote access users, Resolve access issues to SAP, and any IDESK applications

Mentor and train new tier II analyst as needed in IDESK proprietary software applications

Update proprietary application knowledgebase with problem resolution steps to include screen shots

Correctly refer unresolved problems to higher level (3rd Tier) support work groups

Provide follow-up status to customer end-users in accordance with SOP.

Fund Help Desk Analyst September 2010-Jan 2012

Citco Technology, 40 Hours Per Week

Worked remotely from home using Avaya software to receive calls

Serve as Fund help Desk Analyst to support all worldwide staff, Citco Fund Services and hedge fund clients with financial application (AEXEO), web application (Citco Online) inquires, business and technical questions

Provide setup, administration of AEXEO Investor and CITCO Online

Provide Fund Services application support to external clients(Fund/Asset Managers, Investors, Custodians)

Provide tier 1application and technical support 24x7x365 Global Fund Services Help Desk via phone, website and email

Recording all incidents and requests into USD - Unicenter Service Desk Ticketing system

Support Europe, Asia and North America in the processing of trades and setting up of new clients, serve as liaison between external clients and support staff to resolve

connectivity, data, new account setup, and reporting issues

Serve as a primary point of contact for incident escalation and resolution

Serve as application expert in the training of new staff in support procedures

Start, stop, monitor application jobs in mainframe environment

Assist in application upgrades by submitting jobs, test AEXEO Investor and Citco Online after upgrades, document issues and troubleshoot root cause

Document helpdesk procedures and update after product enhancements

Help Desk Analyst -contractor Nov 2008-Sept 2010

Kforce – Mapei, 40 Hours Per Week

Provided short term tier 1 technical support on IT Service Desk to Mapei

Performed hardware/software installs, imaging, network support & troubleshooting

Performed rollouts, desktop upgrades

Performed domain administration and user setup

Installed, maintained and supported PC’s and laptops

Service Desk Analyst Feb 2006-October 2008

Citco Technology, 40 Hours Per Week

Provide tier 1 technical support on the Global IT Service Desk

Provide direct PC hardware, software and telecom support to 3800 business users across 40+ locations in Europe, Asia and North America using remote desktop software

Used Avaya to receive incoming calls and make outgoing calls around the world to resolved service tickets, Provide incident escalation.

Record all incidents and requests utilizing Unicenter Service Desk Ticketing tool

Provide windows server/exchange administration using Active Directory

Provide Secure-id setup and administration

Help Desk Analyst - Vitaver Associates

South Florida Water Management District – contractor,

40 Hours Per Week

October 2005-Feb 2006

Assigned to South Florida Water Management District

Provide 1st level help desk support to local and remote staff using Windows XP, UNIX, NT, Microsoft Office, Citrix Program Neighborhood, VPN, Microsoft Outlook, Oracle.

Use remote desktop connection to diagnose, repair or escalate to 2nd or 3rd level support.

Administer user accounts in Active Directory, UNIX, Unity Voice Mail, RightFax, SAP

Provide installation, configuration and network support of software and peripherals.

Administer mainframe accounts in IBM/UNIX(add, update, modify file permissions), add, start, stop, monitor jobs

Team Lead - Kforce and The Computer Merchants-contractor May 2004-Oct 2005

40 Hours Per Week

Provide temporary on-site technical support for rollout of Windows XP/2000/Lotus Notes

Configure, install workstations, network printers, perform ghost imaging, relocate and reconnect equipment including routers and switches. Test connectivity. Prepare documentation.

Team Lead-The Answer Group February 2003-February 2005

40 Hours Per Week

Assigned to Gateway Call Center, trained new technicians, instructed users step by step in the installation, repair and replacement of Gateway computer parts.

Self Employed/IMICRO/Jackson Hewett Tax Service July 1998-January 2003

40 Hours Per Week

Independent licensed contractor, Designed, assembled, and installed computer labs for Daycare centers, Churches and private concerns.

Processing Manager for Jackson Hewett tax software systems to include dial-up set-up, updates, transmissions, and maintenance to connections from satellite offices.

Network Engineer-Apex Systems, Inc - contractor March 1999-Sept 1999

40 Hours Per Week

Team Leader in the rollout of Windows 98, acted as primary point of contact during the installation and upgrade of Department of Social Service desktop computers.

Traveled to 46 county DSS offices with a team of 6 -10 technicians.

Helpdesk Manager-U.S. DOJ - contractor January 1998-June 1998

40 Hours Per Week

Supervise helpdesk operations in a Novel, Wang, NT environment, trained Jr. Analyst

Planned site moves and field installation of Lightspeed Gateways and NT Servers.

Troubleshoot NT and Wang network application problems to include user administration.

Established Help Desk Knowledge base utilizing MS Access.

Performed Patch Panel Maintenance, Installed HUBS and Switches as needed

ADDITIONAL EXPERIENCE

Manpower Technical/Mobil Oil Corporation - Technician

Northrop Grumman – Sr. Help Desk Analyst

US Dept of State-TS Clearance- Computer Specialist

Executive Resource Associates- Systems Administrator

Executive Resource Associates- Project Manager

AFOSR (Bolling AFB) Tonya, Inc.- Database Administrator

EDUCATION

Trinity International University – Davie, Florida

Bachelor of Science in Organizational Leadership/Christian Ministry 2012

Strayer University - Washington, D.C.

Certificate in Computer Programming and Data Processing Management

ITIL Foundations V3

Active Directory Certificate of Completion-Udemy 12/23

CLEARANCE – Public Trust

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