Support Specialist Desktop
Resume:
Carlton M. Brown, **** Blue Wing Terrace Largo MD 20774, 301-***-**** ********@*****.***
Veterans Affairs, ACS 1100 First Street, NE 811 Vermont Ave. NW Washington, DC 06/2020 – 03/14/2025
Sr. IT Support Specialist Alfredo Hernandez Project Manager 202-***-**** Supervisor
Windows 10 and Windows 11 user support software and hardware levels
Tracking issues with Remedy and CA ticket tracking system
Deploying Windows 10 using SCCM reimaging system trouble shooting after deployment
Responding to user’s issues using remote tools like DBAT, Dame ware and IBM BigFix
Veterans Affairs, Prosphere 1100 First Street, NE 811 Vermont Ave. NW Washington, DC 04/2014 –06/2020
Sr. IT Support Specialist Roger Habershon 202-***-**** Supervisor
Deploying Windows 10 using SCCM and system trouble shooting after deployment
Respond to user’s issues using Remote tools, Active Directory, SCCM, DBAT, Dame ware and IBM BigFix
Track issues with Remedy and CA ticket tracking system
Refresh computers from XP, W7, W10using SCCM
Repair all computers as required software and hardware issue resolution
Windows 7, Windows 10 Microsoft Office Suite 2010,Citrix Receiver (CAG),COTS, Rescue-VPN
Environmental Protection Agency, 1200 Pennsylvania Avenue, NW Washington DC 10/2013-04/2014
Windows 7 Deployment Engineer Desktop Support Specialist Will Garcia Supervisor 202-***-**** Supervisor
Respond to user’s issues after Windows 7 Deployment with SCCM and Setup systems for new users
Track issues with Remedy ticket tracking system
REFRESH computers from XP to W7 using SCCM and perform hardware and software repairs as necessary
Federal Trade Commission, 600 Pennsylvania Avenue NW Washington, DC 6/2013-10/2013
Hardware Technician Desktop Support Specialist Manuel Gutierrez 202-***-**** Supervisor
Respond to users’ issues after Windows 7 Deployment and Setup systems for new users
Track issues with Remedy ticket tracking system
Refresh computers from XP to W7 and perform hardware and software repairs as necessary
IBM Amtrak, 10 G Street NE Washington DC 4/15/2013- 10/7/2013
Desktop Support Specialist Windows 7 Deployment Technician Theophilus E. Timothy 301-***-**** Supervisor
We were migrating Amtrak’s users from Windows XP to Windows 7 with SCCM
We were installing special software, connecting all peripherals, mapping network drives, setting up email and copying all data back to the machine.
Department of Transportation, Washington, DC SW 03/1989-04/2013
Actionet, Vienna, VA Desktop Support Specialist Charles Hart Supervisor 202-***-****
Bowhead ITS, Alexandria, VA Desktop Support Specialist Supervisor DJ Mouzon Holmes
Wyle (RSIS) El Segundo, CA Desktop Support Specialist Supervisor Morris Bailey Federal Employee
IMC / Reston, VA 2019112/ Desktop Support Specialist Supervisor no longer works for them Morris Bailey
Anstec Inc, McLean, VA 22102 Desktop Support Specialist Supervisor no longer works for them Henry West
JC Computer Services, Alexandria, VA Desktop Support Specialist Supervisor and Owner Juan Dulanto
Support Commercial off-the-shelf (COTS) software such as MS Office 2007, 2010, Jaws, Zoom Text Internet Explorer Firefox Microsoft Exchange Email Supporting a Windows XP,7 environment.
Remote support, Bomgar, Remote Desktop Protocol and SCCM, Telephone support
Active Directory, 2011, 2012 and password resets, user account management, OU management
Migrated systems from XP to Win 7, Remedy Help Desk software used to track all service calls.
Audio and Visual equipment setup for presentations and video conferences
Researched, evaluated, and provided feedback on problematic trends and patterns, basically provided client with ways to improve, security, performance, and ways to reduce storage space waste
Configure IT hardware and peripherals for network, Server, PC connectivity and integration with software applications and solutions
Refresh computers from XP to Windows 7 and perform hardware and software repairs as necessary
Windows XP Windows Vista Microsoft Office 2003, 2007 and Microsoft Exchange
Remote support Bomgar, Remote Desktop Protocol and SCCM, Telephone support, Remedy Help Desk,IBM Bigfix Remote Service
Network Administration using Active Directory password resets, user account management, OU management.
Reimaged systems to XP OS using Norton Ghost
McAfee Endpoint Encryption software used to encrypt systems. Installed, configured, maintained, and repaired Dell, HP, IBM, Gateway, Samsung, Toshiba, and Lenovo Laptops) Desktop hardware and peripherals(printers, scanners, modems, card readers etc.
Windows XP Microsoft Office 2003, 2007, Microsoft Exchange2012
Computer repair Dell, HP, Gateway, IBM, Toshiba and systems upgrades
Imaged computers with Norton Ghost and hard drive cloning
Performed Network Administration using Active Directory to manage computers on the network.
Remote Desktop Protocol and SCCM for remote user assistance Telephone support
Deployed and networked computers.
Provide help desk support, and computer repair Dell, HP, Gateway, IBM, Toshiba, Epson
Imaged computers with Norton Ghost6.03
Network support and problem resolution to end users.
Used Novell Netware3.12 to manage computers on the network.
Deployed and networked computers.
Provided help desk support to end users.
Computer repair Dell, HP, Gateway, IBM, Toshiba and systems upgrades hard drive, memory, video card and monitor upgrades upgraded various software to newer versions and applied software patches and fixes
Organized and prioritized requests for computer service and provided technical support
Supported onsite technicians and end users print issues, connectivity issues, email issues, archives, drive mappings, browser add ins, Citrix, and VPN issues
Project Manager and IT Specialist on site at NHTSA DOT.
Performed administrative and clerical tasks for the contract.
Coordinated accounting and invoicing with JC Computer Services for client billing.
Managed all on site spare parts inventory, including ordering parts.
Attended meetings with the COTR
Planned and organized computer service for the entire agency.
Provided effective preventive maintenance and repair schedules
Repaired, maintained, and upgraded all agency computers and related peripherals Dell, HP, Gateway, IBM, Toshiba) and systems upgrades hard drive, memory, video card and monitor upgrades upgraded various software to newer versions and applied software patches and fixes
Installed COTS software
Provided software support and assisted Network Administrators with network issues
Education and Certifications
Microsoft Office 365 Administrator Certification MD 102 2025
New Horizons (Microsoft A+ Certification)
Prince Georges Community College(Microsoft CIS 130 and CIS 140)
Computer Information Systems
TESST School for Computer Technology (Certificate for Electronics and Computer Systems)
Norfolk State University ( Mass Communications )
I.C. Norcom Technical Vocational High School ( Certificate for Electronic Math, Lab and Theory )
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