Technical Support Customer Service

Scott A. Cohen

************@*****.*** - **** Owna Ln, La Plata, MD 20646 – 571-***-****

SUMMARY:

Microsoft SCCM Knowledge, Extensive experience in a Technical Support position with MS Office 2016/O365. Able to utilize communication and customer service skills for effective problem solving with users of all confidence levels. Extensive experience troubleshooting hardware and software issues using Remedy, ServiceNow and Sharepoint. I have provided IT Contractual Support to Fortune 500 companies, the Department of Defense, Public Sector and Federal Government roles, learning new responsibilities as they were presented to me. I also have multiple years of experience using MS Sharepoint as a central location for SOP articles.

Certifications:

CompTIA Security+ CE Certified

CompTIA A+ CE Certified

HDI DST Certified

Education:

Eastern Illinois University, Charleston, IL, Management Information Systems 2007

Columbia-Greene Community College Hudson, NY; Computer Information Systems 1995

Brussels American High School (Department of Defense Dependents School) Brussels, Belgium

TECHNICAL SKILLS:

Applications: GotoAssist, CDA, DEVAA, Remedy, MS-Office 2016/O365, Microsoft Edge, Google Chrome, Dameware, Goverlan, Blackberry, Android, Apple, Deltek, Cognos, IBM BigFix, SMS, ServiceNow, MS Teams, Skype, Bomgar, Quick Assist, Sharepoint

Operating Systems: Windows 10, Windows 11, Windows Server 2010, 2012, 2016, Blackberry, Android, iOS 14.2+

Hardware: Dell, Lenovo and all IBM-compatible desktops, laptops and servers, HP/Xerox/Canon Inkjet/LaserJet printers, Apple iPhone

Networking: Windows Server 2016+, DHCP, TCP/IP, Citrix, Outlook Exchange, Active Directory, LAN/WAN, SCCM 2016, xVNC Virtual Network, Public Sector, Desktop Baseline Assessment Toolkit (dBAT), cable tracing, Cisco AnyConnect VPN, Zscaler VPN, AT&T Global Network Client

EXPERIENCE:

US Small Business Administration Remote Position

Sr. IT Specialist GS-2210-11 09/2023-Present

Providing IT Specialist remote support for the Small Business Administration Office of Disaster Assistance (ODA), Processing and Disbursement Center (PDC) – based in Forth Worth, TX.

Responsible for developing, implementing, operating and maintaining GFE IT equipment and systems.

Providing remote support using Bomgar, Quick Assist and screen sharing.

Providing guidance and mentorship to lower ranking technicians.

Working with Sharepoint in creating Knowledge Base SOP articles for troubleshooting steps on known reported problems.

Acting proactively to provide information in Sharepoint for newly discovered troubleshooting steps as unique SBA problems were discovered.

Updated recent SOP articles to provide current troubleshooting steps found to resolve previous reported issues or remove PII information inserted by previous technicians.

USCP Fairchild through Applied Insight, LLC Washington, DC

Sr Tier 2 IT Support Technician 09/2022-08/2023

Provided IT Support to the US Capitol police at Fairchild, HQ, GPO along with remote access.

Provided support to Congressional House/Senate USCP offices onsite as well as remote.

End users were using Cisco AnyConnect VPN to remotely connect their USCP laptops to the USCP network.

Created Shell batch scripts to allow users to connect to their shared network drives.

oUsed a PowerShell script to assist end users with backing up their profile data to their respective H Drives, which was their personal network drives.

oThis came in handy while working the 21H2 Mandatory update and users brought their laptops in without having run a backup of their own, so ran the script to cover all their profile data.

Provided Subject Matter Expert resources to other lower ranked IT personnel.

Troubleshoot and repair Dell, HP and MS Surface Pro laptops and workstations.

Organized and wrote SOP documents for reference to applications and repairs.

oUsed Sharepoint to update SOP documents for USCP application installations.

oTheir current server system was MS Server 2016 and they were starting the transition to O365.

Imaged and configured equipment for personnel use while on duty.

Create and/or modify Active Directory accounts for personnel.

Used SCCM to verify network access of USCP devices.

Documented support provided for personnel being supported in terms others can understand.

Provided technical assistance in a secure environment using terms end users can follow.

Was able to provide remote support using either MS Teams, Remote Desktop Protocol (RDP) or Remote Viewer through SCCM client.

oAttempted to persuade upper Management to move to O365 and Sharepoint so the end users could share and update spreadsheets and PowerPoint presentations at the same time and stay updated.

George Washington University Hospital – UHS Washington, DC

Sr IS Support Tech 03/2022-08/2022

Provided IT support to the staff at the George Washington University Hospital as a UHS employee.

Provided Subject Matter Expert resources to other lower ranked IT personnel.

Troubleshoot and repaired Dell laptops and workstations.

Provided network support in cabling and wiring of closets.

Organized and write SOP documents for reference to applications and repairs.

oMost of the Knowledge Management was on a very sloppy Sharepoint site.

Used Dameware to remotely connect to workstations to provide support for problems that can be addressed without in-person presence at remote locations.

Imaged and configured equipment for personnel use while on duty.

Created and/or modified Active Directory accounts for personnel.

Department of Veterans Affairs Washington, DC

IT Specialist – GS-2210-11 06/2020-02/2022

Provided IT support to personnel at the Department of Veterans Affairs in Washington, DC as a Direct Hire in a Temporary role NTE 1 year.

Primary ticketing system started as Remedy Cloud and transitioned to ServiceNOW while I was on duty.

Was hired as a COVID-19 role, responsible for providing desktop support for frontline personnel at the VA hospital in DC using laptops, desktops and Apple iPhones.

oWorked in Windows 10 environment, Office 365, using Sharepoint as a central hub for sharing information vital to the mission.

oWorked in Active Directory, SCCM environment, dBAT environment to add or remove computers to the VA network.

oAsset Management Lead for laptop deployment project, providing upgrades to teleworking personnel in the DC VAMC.

Team member of ESE Mobile Infrastructure using Apple iPhones. Provided assistance on the VistA system for internal customers by assigning and terminating equipment to end users.

oCommunication with end users started as MS Skype and transitioned to MS Teams while there was an ongoing transition to O365.

I was asked by several senior personnel if I could create a Sharepoint site for their Departments.

I provided support to 500+ customers with iPhone problems including iOS updates, VA App Catalog application setup and restored service to phones by upgrading them to the latest iOS version.

Troubleshot connectivity issues with Apple iPhones both hardware and software related.

Used Air Watch Server Admin access to program and deploy iPhones to users.

Assisted end users with recovery of lost equipment and electronic files.

I was able to locate lost Apple iPhones with the assistance of the Apple Air Watch server.

Used remote access through IBM BigFix to assist teleworking personnel in remote locations not central to the Metro DC area.

Provided on-site assistance at the Fort Belvoir Community Hospital for the remote VA location there.

When given permission to work from home while not feeling well, was able to remotely connect to the VA servers using Cisco AnyConnect and provide remote assistance to 20+ end customers.

Assisted with Inventory Management for all deployed hardware to VA personnel.

oTook lead role in establishing a central location for all techs to upload their deployed data via scanned bar codes.

oConducted training for new contractor personnel with VA process, centralizing Inventory management to get all OI&T personnel on same page.

Performed duties for the GS-11 role for 1 year, staying current with TMS certifications and training.

Traced ethernet network cables into network closet to verify the connection is secure.

Assisted with organization of closets.

Installed and registered Olympus cellSens software for a BX51 microscope and a DP28 Olympus camera.

Grant Thornton through NSC Global Alexandria, VA

Field Service Engineer 06/2019-06/2020

Provided Tier II & III Systems Engineer support to Public Sector personnel of the Grant Thornton Company to over 200 offices across the US.

Provided support to local, regional and national for 1,000 Public Sector employees within the Windows 10 environment.

Supported MS Office 2013 with Windows 7, also supported Office 2016/O365 with Windows 10.

Subject Matter Expert to Skype, MS Teams, Project, Visio, Outlook, Excel and Word.

Provided remote IT support using GoToAssist to clients across the US.

Reimaged laptops, provided assistance with data backup and recovery through Code42 CrashPlan Enterprise Cloud Data backup.

Used Active Directory to change passwords, unlock accounts, unlock Bitlocker computers and join computers to the GT domain.

Imaging through SCCM 2012 server.

oRemedy Cloud was ticketing system for company.

Fort Belvoir Community Hospital through VersaTech, Inc Ft. Belvoir, VA

Tier III Help Desk Technician - 40 hrs per week 05/2016 –05/2017

Primary technician for clinical support in one of five buildings, able to maintain minimal downtime for all staff members including Military, Civilian and Contractor.

Worked with SCCM 2007 for imaging workstations.

Used Active Directory to manage user accounts, network domain, Group Policy patches and updates and account creation for new users.

Supported MS Office 2010 applications.

Obtained CompTIA Security+ CE certificate to comply with DoD 8570 requirements. Was the go-to person for personnel IT questions.

Provided guidance and training to newly hired technicians.

Provided assistance with clinical system refresh project.

oRemedy Cloud was used for the ticketing system.

oToward the end of my contract there, I was asked if I had any experience creating a Sharepoint site, as the clinic wanted to have Sharepoint to advertise their capabilities and personnel.

U.S. Army Logan Dental Clinic through InterImage Ft. Belvoir, VA

Tier 2.5 Desk-Side Support Technician - 40 hrs per week 08/2013 – 05/2016

Provided Break/Fix support for the U.S. Army ranking from PVT to COL along with a few Navy CAPT personnel at Ft. Belvoir Logan Dental Clinic.

Sole technician for site, supporting all IT in clinic.

All tickets were created, worked on and closed in Remedy.

Provided IT support for remote sites including the SRP.

Worked with Active Directory for Windows 7, Windows Server 2003, SCCM.

Supported Microsoft Office 2010 applications.

Imaged workstations through SCCM 2012.

Worked with staff Supply SGT to maintain 100% IT inventory using ECN numbers.

Configured new dental clinic, deploying, imaging and networking over 100 devices prior to opening.

The new dental clinic was able to open months ahead of schedule.

Deployed and imaged new workstations in new clinic with a unique naming convention.

Created 6 new network print queues throughout the clinic for all personnel to be able to use.

Deployed Kodak image sensors to 40 dental Operatory rooms.

Configured and Administered DEVAA server for clinical use on Windows Server 2008.

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