Desktop Support Technical

CITIZENSHIP: United States Citizen

SPECIAL HIRING AUTHORITY: Person with Disability – Schedule A

FEDERAL EXPERIENCE: Yes as contractor

LANGUAGES: Native Proficiency in English, Advanced Proficiency in American Sign Language

CERTICIATIONS: CompTIA Security+ (exp. 03/2026), Trained in ITIL, HDI Desktop Support Technician

PROFESSIONAL PROFILE: DEFENSE IT-FOCUSED CYBERSECURITY AND IT SUPPORT SPECIALIST

Highly skilled and results-driven IT professional with over 20 years of specialized experience in cybersecurity, desktop support, and technical service management for both government and private sector systems. Certified in CompTIA Security+ and trained in ITIL, with advanced proficiency in network security, threat analysis, and providing high-level technical support. Proven ability to resolve complex issues, ensure regulatory compliance, and communicate effectively with diverse audiences. Adept in implementing security measures and managing systems with minimal downtime.

PROFESSIONAL EXPERIENCE:

Service Desk

AGi Mission Support

OIG/Dept. of Treasury

Washington, DC

2/2024 – 3/2025

Salary: $60,000.00 USD Per Year

Status: Full-Time

Hours per week: 40

Duties, Accomplishments, and Related Skills:

Installed, configured, and maintained software deployment systems, ensuring seamless platform functionality using ITIL best practices.

Troubleshot and resolved printer and issues, minimizing downtime and improving operational efficiently.

Managed Active Directory accounts, file shares, and group policy settings, applying ITIL standards to enhance security and operational workflows.

Implemented Windows security updates to safeguard against vulnerabilities.

Re-imaged machines for new users and resolved machine replacements, ensuring uninterrupted workflow.

Managed assets of laptops, phones, and peripherals.

Managed mobile devices, ensuring seamless transitions from Android to iOS, providing ongoing iOS technical support, and maintaining uninterrupted workflow across platforms.

Diagnosed and resolved VPN connectivity issues for remote users, ensuring secure and reliable access to the government networks.

Delivered responsive and through technical support to end-users, providing clear guidance and ensuring prompt issue resolution.

Shared knowledge and collaborated with other technicians, pooling resources to efficiently resolve tickets.

Supervisor: Donnyell Williams

Okay to contact this Supervisor: Yes

Desktop Support Engineer – Secret Clearance

All Native Group/NCI/Telesis

United States Army

Ft. Belvoir/Quantico, VA

8/2017 – 3/2023

Salary: $72,000.00 USD Per Year

Status: Full-Time

Hours per week: 40

Installed, configured, and maintained hardware and software for optimal performance.

Deployed system images and software packages, ensuring smooth deployment.

Managed Active Directory user and computer accounts, file shares, and group policy settings.

Implemented security measures, including antivirus software, firewalls, and patches.

Monitored system performance, identifying and taking corrective actions to optimize performance.

Collaborated with cross-functional IT teams to resolve complex issues and implemented effective solutions.

Provided technical support and guidance to end-users, ensuring prompt issue resolution.

Participated in IT projects focused on desktop infrastructure and deployment.

Experienced in Remedy and ServiceNow ticketing systems.

Supervisor: Gerald Anderson

Okay to contact this Supervisor: No - Retired

Accounts Management – Secret Clearance

Insight Global

Marine Corp Base

Quantico, VA

9/2015 – 8/2016

Status: Full-Time

Hours per week: 40

Ensured accurate completion of SAARs and inclusion of all necessary information.

Verified attachment of required certificates before sending tickets for security approvals.

Created accounts using Active Directory and reserved email for customers through Microsoft Exchange.

Completed Information in tickets, including customers’ Electronic Data Interchange Personal Identifier (EDIPI).

Modified customer accounts with appropriate paperwork.

Transferred customers’ accounts between OU containers as required.

Disabled accounts and emails following proper paperwork protocols.

Trained in Civilian Cyber Awareness, PII, DOD Cyber Awareness, provided by Marine Corps.

Tier II Technician – Secret Clearance

QBE

Washington Headquarter Services (WHS)

Alexandria, VA

10/2013 – 06/2015

Status: Full-Time

Hours per week: 40

Resolved minor customer issues within the Active Directory system, including unlocking accounts.

Verified Active Directory information to address email, Outlook Web Access (OWA), and mapped drive issues.

Diagnosed and provided solutions for network issues experienced by customers.

Achieved “First Call Resolution” for tickets by answering and monitoring phones.

Assisted customers with various computer software and hardware issues.

Reinstalled printers for customers using scripts or manual mapping printers via IP address.

Ensured proper ticket routing and provided a warm hand-off to the next teams.

Created tickets using Remedy, verified customer information and maintained compliance within SLA timeframes.

Assisted customers in unblocking smartcards and changing their PINs.

Shared knowledge with other technicians and collaborated to resolve tickets efficiently.

Trained and certified as HDI Desktop Support Technician by HDI.

Field Support/Specialist – Secret Clearance

Apex Systems, Inc.

DHSS/Navy Marine Corp Internet (NMCI)/USAF

Falls Church, VA/Pentagon/Joint Base Andrews, MD

3/2011 – 12/2012

Status: Full-Time

Hours per week: 40

Migrated and resolved Windows XP issues, facilitating smooth transitions to updated operating systems.

Monitored email communication between various factions of DHSS, ensuring efficient information exchange.

Prepared comprehensive reports on system status and program performance for management review.

Verified Active Directory information to address email, Outlook Web Access (OWA), and mapped drive issues.

Reinstalled printers for customers using script automation for efficient deployment.

Diagnosed and troubleshot network issues, promptly engaging in the appropriate department for resolution.

Utilized HP’s ticketing system (SM7) and Remedy to mange computer issues tickets efficiently.

Prioritized and addressed VIP tickets immediately, ensuring top-notch support for important stakeholders.

Installed and provided support for RiM Blackberries, ensuring seamless mobile communication for users.

Installed and troubleshot COTS/GOTS software, Windows XP, and hardware issues for customers.

Shared knowledge and collaborated with other technicians, pooling resources to efficiently resolve tickets.

Diagnose and fixed Canon and Lexmark desktop printers.

LAN Support – Secret Clearance

G & B Solutions

Bureau of Labor Statistics

Washington, DC

10/2008 – 3/2010

Status: Full-Time

Hours per week: 40

Prepared comprehensive reports on system status and program performance for management review.

Reinstalled printers for customers using script automation for efficient deployment.

Diagnosed and troubleshot network issues.

Prepared training room with PCs with various software configurations

Prioritized and addressed VIP tickets immediately, ensuring top-level support for important stakeholders.

Installed and troubleshot COTS/GOTS software, Windows XP, and hardware issues for customers.

Shared knowledge and collaborated with other technicians, pooling resources to efficiently resolve tickets.

EDUCATION:

Bachelor of Science, Information Technology Cybersecurity, South University, Savannah, GA.

Completed 128.

Associate of Science, Information Technology, South University, Savannah, GA. 12/2012

GPA: 3.7

Contact this candidate