Help Desk Support Technician
Resume:
Aaron Kenneth Bynum
Temple Hills, MD ***** * Phone: 240-***-***** Email: ********@*******.***
Currntly Holds a PUBLIC TRUST
Background:
I have 30 years of IT experience with 24 of them being at the U.S. Office of Personnel Management as a contractor. My strongest areas are Remote Support Tier II, Desktop Technician and System Adminstration. .Over the years, my positions have consisted of Remote Tier 2, Desktop Support Technician, Senior Technical Specialist, Remote Access Team Lead, Senior Network System Administrator and Help Desk Customer Support. As a result of positions I have held, I have obtained a Public Trust Clearance to access and manage sensitive information and data. In addition, I have successfully completed academic coursework that supported the enhancement of my IT knowledge and capabilities to include certificates from Microsoft, Cisco, Novell and Citrix.
I am a team player who possesses exceptional leadership skills, strong communication and interpersonal skills where I effectively interact with diverse customers, team members and new employees. I am reliable with excellent problem solving skills as well as the management of various projects. The following provides additional specifics of my skills and the various areas I have worked.
Academic Education & Honors:
•A. A. ((December 1996), University of the District of Columbia Washington D.C 20032
Major: Computer Science (Programming) (96 semester hours, GPA 3.7 on a 4.00 scale)
•Diploma (June 1996), University of the District of Columbia Washington D.C 20032
Major: Computer Operations (36 semester hours, GPA 3.7 on a 4.00 scale)
•Certificate (June 1996), USDA Graduate School Washington D.C 20020
Major: Local Area Networks Administration (PC Trouble Shooting) (32 semester hours, GPA 4.0)
•Dean’s List – Fall 1995, Spring 1996 and Fall 1996 (GPA 3.8 on 4.00 scale)
•Information Technology Achiever – Spring 1996
Employment History:
Octerber 2022 - May 2025 - U.S Office of Personnel Managment, Washington, DC
Contract : 22 Century Technology - 8251 Greensboro McLean Va Suite # 800 22102
Senior Remote Help Desk Support Technician
Supervisor: Eric Roble 202-***-****
Duties
•Primary duties included managing my Remedy ticket queue to troubleshoot and resolve 3500 + users issues remotely, locally and internationally using various remote software
•Provided Office 365 technical suppoort remotely to user both remote and local to OPM
•Work with various AZURE products to reoslved user issues
•Provied 100 percent remote support to users in various parts of the country
•Implement established procedures and processes to meet business objectives
•Setup new remote users laptops, Ipads, mobile devces and hardware
•Provided Remote support for users software, utlities and various OPM applicationss
•Provide assistance and resolution on client owned hardware and peripherals
•Coordinated projects to install computer software products, modify/repair hardware and resolve technical problems.
•Provide technical support to analysis, troubleshoot and resolvec logn and access issues.
•Diagnose and resolve Active Directory,VPN and IBOSS remote connection issues
•Active directory duties incldued managing user account such as passwod changes, adding groups reenabling and disabling user accounts
•Analyzed all information technology equipment for compatibility, ensuring that all equipment is up to OPM standard and specifications.
•Trained staff and oncoming employees using a number of methods to include using TEAMS software and remote support sessions,
•Act as Point of contact providing assistance for SES, VIP’s and upper management.
•Point of escalation and resolution for other team members.
May 2016 – Octerber 2022 - U.S Office of Personnel Managment, Washington, DC
Contract : Tundra Federal - 2553 Dulles View Dr. Herdon Va 20171 -(571)) 353 7053
Remote Help Desk Support Technician
Supervisor: Tyshe Greene 202-***-****
Duties
•Primary duties include but not limited to managing my Remedy ticket queue to troubleshoot and resolve 5000 + users issues remotely, locally and internationally
•Provided Windows 10 technical suppoort remotely to user both remote and local to OPM
•Provied 100 percent remote support to users both natioanlly and internationally
•Implement established procedures and processes to meet business objectives
•Setup new remote users laptops, Ipads, mobile devces and hardware
•Provided Remote support for users software, utlities and various OPM applicationss
•Provide assistance and resolution on client owned hardware and peripherals
•Provide technical support to analysis, troubleshoot and resolvec logn and access issues.
•Diagnose and resolve VPN and remote connection issues
•Active directory incuked duties password change, reenabling and disabling user accounts
•Analyzed all information technology equipment for compatibility, ensuring that all equipment was up to OPM standard and specifications.
•Trained staff and oncoming employees using a number of methods to include using software and remote support sessions,
•Act as Point of contact providing assistance for SES, VIP’s and upper management.
•Point of escalation and resolution for other team members.
•Provided support to 5000+ transitioning Federal Investigator agents (FIS) to National Background Investigation Bureau (NBIB).
•Part of a team that transitioned several IT groups into on Centralized group.
September 2011 - May 2016 -U.S Office of Personnel Managment, Washington, DC
OPM/National Background Investigations Bureau
Contract : Spectratech Federal - 1001 9TH st. N. Arlington VA 22209 -301-***-****
Senior Techinical Specialist
Supervisor: Desmond Solomon 202-***-****
Duties
•As a Senior Technical Specialist I address and resolve users’ local, remote and international IT issues in a timely manner, along with being a point of escalation and resolution for other team members.
•Primary duties include but are not limited to managing my Remedy ticket queue to troubleshoot and resolve the agency users’ community overall IT issues.
•Provides local and remote support for 5000 + OPM IT users, which include 2000 national and 100 + international Federal Investigators agents in several different countries.
•Perform Domain administrator duties, which consist of maintaining and managing users CITRIX, RSA, VPN, Blackberry and Active Directory accounts.
•Primary point of contact for all escalated remote access authentication and connectivity issues for both Federal Agents and other OPM users.
•Provide mainframe support for agencies connected to OPM resourceses by way of VPN
•Configure various devices such as laptops, computers, printers and handheld devices daily.
•Performs data encryptions, virus scans, spyware removal, COT software installations, and configurations as part of the entire agency desktop support.
•Provided training and presentation to OPM users as instructed by management.
Accomplishments
•Help transitioned FIS users to new the NBIB agency located in OPM.
•Help transitioned several IT groups into one Centralized support group.
•Trained team members on the overall function of the consolidated support center.
Sept 2008 - Sept 2011 -U.S Office of Personnel Managment, Washington, DC
Contract : ITEQ Federal - 1900 E st. NW Washingotn DC
Remote Access Tead Lead
Supervisor: Chris Rapp 703-***-****
Duties
•Perform domain administrator duties, which consist of maintaining and managing users CITRIX, RSA, VPN, Blackberry and Active Directory accounts.
•Ensure that assigned projects are completed in a timely fashion.
•Manages the Remote Access REMEDY ticket queue andalong with assignedtrouble tickets to team members for diagnosing and resolving customers IT problems.
•Point of contact for all escalated remote access authentication and connectivity issues
•Provides remote access support for 5500 + OPM IT users, which includes 2000 national and 100 + international Federal Investigators in several different countries.
•Performs data encryptions, virus scans, spyware removal, COT software installations, configurations and troubleshooting of laptops, desktops, tablet PCs, and IPADS.
•Configure and issue OPM Telework PCs and laptops.
•Evaluate new Internet services and technologies for the agency.
•Monitor 40 + Citrix servers on a daily basis, along with providing servers status
•Provide troubleshooting, insight and solution to help resolve CITRIX server issues.
•Created and established operational telecommunication procedures for the entire agency.
•Conduct remote access client software training sessions for new and existing users
•Train other fellow employees on providing remote access support to the OPM environment.
•Facilitate weekly team meetings.
Accomplishments
•Completed assigned projects and ensured organizational goals were met.
•Received a OPM Director’s award for the completion of a software upgrade project
•Established new procedures which provided IT support for Federal Investigator
July 2001 - Sept 2008 -U.S Office of Personnel Managment, Washington, DC
Contract : RMCI Federal - 1900 E st. NW Washingotn DC
Remote Access Tead Lead
Supervisor: David Smith 202-***-****
Duties
•Monitored 50 + CITRIX Metaframe Presentation servers daily
•Provided troubleshooting, insight and solution to help resolve CITRIX server issues
•Maintained support for CISCO VPN and other Remote access server issues
•Created and maintained Active Directory, CITRIX, VPN and Dialup accounts
•Conducted remote access client software training sessions for new and existing users
•Installed VPN and other secure remote access software on desktops and laptops
•Configured and supported 3000 + users remote access connection nationally.
•Setup printers, laptops and workstations to use secure TCP/IP wireless connections.
•Installed Windows Vista, XP and 2000 on laptops, workstations and servers.
•Installed network and internet based applications on desktops and laptops.
•Migrated and upgraded user workstations and laptops with new software applications
•Performed security task such as virus scans, removal of spy ware and updating securities patches on laptops, workstations and servers,
•Provided Telework equipment based on the user’s request.
•Utilized Remedy tracking system to support and resolve Remote Access issues clients
•Developed security manuals, standards and procedures for telecommunication usage.
•Collaborate in a team environment, which increased the overall production of the OPM telecommuting environment by 48%; received numerous letters of commendation.
•Prepared comprehensive monthly reports detailing Telework activities.
Accomplishments
•Upgraded multiple operating systems to a unified Microsoft platform.
•Part of a TEAM that moved the Telework program from a testing phase to production.
•Created and implemented Telework procedures that are currently being used by agency.
July 1998 - June 2001- Department of Education -7th and Dst SW Washington DC
Contract: BTG
Senior Network System Administrator
Supervisor: Rommell Hollins 301-***-****
Duties
•Migrated agency computer workgroups into a single centralized domain structure
•Managed, and supported 65 + local and remote application, print and file servers.
•Performed general system administration duties such as create new account, reset password and enforcement of user, share and system level security within the agency
•Provided network and desktop support for 8000 + users nationwide.
•Provided back up support CITRIX and Microsoft Clustering servers
•Installed and applied security updates and patches to servers within the domain.
•Installed TCP/IP, Netbeui and DLC network protocols on servers and workstations
•Monitored network activity using CISCOWORKS and Microsoft Network tools
•Performed testing of various software and hardware to be implemented in the network.
•Disaster Recovery Plan, which consisted of server redundancy and scripts installs.
•Provided network administration for several divisions within the agency locally.
•Evaluated and provided purchasing information for agency hardware and software.
•Implemented and applied security updates and patches to servers within the domain.
•Installed and configured multi operating system on both servers and workstations.
•Supported the CISCO AS5300 server used for RAS connection to the network
•Monitored overall network traffic and server performances weekly
•Upgraded multiple workstations operating systems to a single Microsoft platform.
•Installed and configured laptops, workstations and servers with various COTS software
•Performed security scans and system updates to network servers and workstations.
•Scheduled and coordinated daily, weekly and monthly server backups.
•Created documentation which included security procedures and disaster recovery.
•Provided Tier III support to resolve complex IT user issue using HEAT i will comw
•Supervised and trained new technicians and junior level network administrators.
•Conducted Microsoft and COTS software training to new and existing IT users.
Accomplishments
•Created a single centralized domain structure for the agency from existing workgroups.
•Received several awards for assisting in the upgrade of the agency overall IT structure.
•Implemented standards and procedures that are still being used by the agency currently.
October 1996 - July 1998 - MCIWORLDCOM, McLean, VA
System Administrator
Supervisor: John Reece 703-***-****
Duties
•Migrated several local Token Rings LANS into one centralized Ethernet site.
•Configured and maintained 20 + specialized application, print and file servers.
•Integrated various hardware and software components to network servers.
•Established user, share and system level security within the domain nationally.
•Resolved IT users LAN, mainframe, WAN connectivity issues.
•Performed security scans of both network servers and workstation routinely.
•Scheduled both daily and weekly backups of the network.
•Provided primary IT support for senior executive’s officials within the local region.
•Supported and maintained 1500 + workstations and laptops with multi operating system
•Deployed new laptops and desktop to user environment.
•Applied security updates and patches to servers and workstations within the domain.
•Tested and evaluated new Internet services and technologies for the agency.
•Installed COT applications and network protocols on various computer systems.
•Supplied onsite technical support for other MCI offices within the local region.
•Prepared and maintained disaster recovery procedures documentation.
•Configured teleconferencing and video conferencing sessions using MCI based software
•Presented formal training and assistance for both the IT users and new employees.
Accomplishments
•Converted the company’s Token Ring LAN to an Ethernet LAN infrastructure.
•Centralized network support for the existing region.
•Prepared training manual that were used as a part of the new employee orientation package.
Job Related Certifications and Licenses:
•Microsft 365 Certifcation March 2024
•Certified CITRIX METAFRAME XPE Administrator - October 2007
•Microsoft Certified Systems Engineer 2000 – April, 2002
•Microsoft Certified Systems Administrator 2000 – October, 2001
•Certified CITRIX METAFRAME 1.8 Administrator - February, 2001
•Microsoft Certified Systems Engineer + Internet - July, 1999
•Microsoft Certified Systems Engineer 4.0 – December, 1998
•Microsoft Certified Professional – July, 1998
JOB-RELATED SKILLS:
Hardware
Laptops, Tablets, Network Adapters, Scanners, Teleconferencing, Desktops, Apple MacBook, Wireless Printer, Smart Cards, SCSI Devices, Apple IPAD, Wireless Router, Air Cards, Mass Storage, Various Servers, Apple IPhone, Wireless Devices, Controllers, Basic Cisco Switch, Home Routers
Operating Systems and Applications
Windows 11,Windows 10, MS-DOS, PC-DOS Office 365 Enterprise products, Adobe Products, Google Chrome, Microsft Edge, Firefox, Varius Remote manageent tools, Remedy Ticket system,Citrix XenApps, Various OPM appkications,Various Virus software, IBM Mainfrae Applicatiosns. Various COTS, Various email applicatiosns, Printer Applications
HP and Dell utlities. AZURE products.
Network Protocols, Services/Utilities
3G/4G/5G Services
Beyond Trust Repte Tools
Office 365 utilities
Microsoft Software Utilities
Active Directory
ALITE Admin Tools
AppleTalk
CISCO Secure
CREDANT
DHCP
DNS
Domain Models
FTP
Ghost
Group Policy
HTTPS
LANDesk
Management Console Tool
NAT
NetBIOS
PPP
PTP
RADIUS
Remote Access Services
SMTP
SNMP
SOHO
TACACS
TCP/IPV4
TCP/IPV6
TELNET
Tricert
Various Wireless Protocols
VPN
WAP
Windows Cluster Manager
Windows Remote Desktop
WINS
Wireless Protocols
Workgroup
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