Technical Support Specialist

DAVID KAYSER

Bowie, MD

410-***-**** ********@*****.***

TECHNICAL SUPPORT SPECIALIST

DoD Top Secret Clearance 20+ Years of IT Support & Desktop Administration

Proven leader and hands-on support analyst with extensive experience in government and enterprise environments. Strong expertise in troubleshooting, end-user support, system deployment, network security, and classified/unclassified environments. Adept at managing projects, mentoring teams, and resolving technical issues with a focus on performance and security compliance.

AREAS OF EXPERTISE

•Windows Server & Desktop Environments

•Network Security / STIG Implementation

•Cisco Networking & VOIP Administration

•VMware Horizon & Teradici PCoIP

•Remedy Ticketing & Incident Resolution

•NetBackup & ArcServe Administration

•Linux & Windows Troubleshooting

•Mobile Device & iPhone Support

•Process Documentation & Team Training

•Classified Network Administration

PROFESSIONAL EXPERIENCE

Department of Defense Cyber Crime Center — Linthicum Heights, MD

Technical Support Specialist 04/2015 – 04/2025

www.dc3.mil

Delivered full-spectrum technical support for end-user hardware (laptops, printers, tablets, mobile devices) and software (COTS/GOTS/Web) in a classified environment.

Diagnosed and resolved network, VoIP, VTC conference room setup, and application issues

Managed device deployment, including imaging, configuration, and secure provisioning for laptops, VoIP phones, mobile devices, and peripherals.

Maintained and updated asset inventory and change logs through Remedy ticketing system.

Conducted root-cause analysis on connectivity and infrastructure issues across multiple sites.

U.S. Army Corps of Engineers — St. Paul, MN

Senior Support Analyst 11/2002 – 04/2014:

Led a team of 4 PC Technicians, providing technical guidance and hands-on support for ~900 users.Oversaw hardware lifecycle, from procurement to deployment, including a district-wide refresh of 459 systems across 42 field sites.Supported disaster recovery missions in New Orleans, Joplin, Minot, and New York during national emergencies.Installed and secured wireless networks within HQ, ensuring compliance with agency security protocols.Managed large-scale relocation of district office IT infrastructure in 2009.

Norstan Communications — Minnetonka, MN

LAN Administrator 10/1999 – 02/2002

Provided Level 2 desktop and remote support for 3,500 users across U.S. and Canada.

Supported COTS (Microsoft Office, Clarify, PeopleSoft, Crystal Reports) and proprietary software.

Conducted hardware repair, replacement, asset tracking, and tape backup management (ArcServe).

IBM — Plymouth, MN

On-Site Support Representative 08/1997 – 06/1999

Served as primary technical liaison between IBM and GE Capital, maintaining OS/2 Warp servers.

Provided system diagnostics, training, reporting, and onsite hardware inspection.

Supported quality assurance and process improvement in collaboration with IBM engineers.

EDUCATION & CERTIFICATIONS

Associates Degree – Computer Science

North Hennepin Community College — Brooklyn Park, MN

Certifications:

Microsoft Certified Solutions Expert (MCSE)

Microsoft Certified Systems Administrator (MCSA)

Microsoft Certified Professional (MCP) — ID# 1339391

CompTIA Secure Infrastructure Specialist: A+, Network +, Security +

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