Customer Service It Infrastructure

RICHARD NEWBURN

**** ***** ***, *******, ** *****

*****************@*****.*** 240-***-****

QUALIFICATIONS/SKILLS

Experienced, skilled, and knowledgeable of IT infrastructure systems, including hardware, software, data communications, client and server operating systems, and networking technologies. Possess over ten years of progressive experience and proven ability to identify technical issues, analyze possible solutions and determine the best resolution. Possess a working knowledge of, and proven ability to ensure regulations, policies, and confidentiality are adhered to. Is able to multitask while paying attention to detail. Possess excellent oral and written communication, attention to detail, problem solving, customer service and teamwork skills.

Technical Skills: Active Directory Domains and Trusts, Sites and Services, Users, Contacts, Groups Servers – Microsoft Server 2003, Remote Desktop Connection and SQL servers.

Networking: TCP/IP, Networking Model, Transport Layer, Protocol, LAN, WAN, Ethernet, wireless access points.

Operating Systems: Fedora Core Linux, Microsoft DOS, Windows XP/Vista/7/8/10/11.

Hardware: HP/Dell Desktops, HP/Dell/Toshiba Laptops, Xerox/Canon/HP Printers, Scanners and Copiers, Blackberries, Transceivers, Apple iPhone, repeaters, hubs and bridges, VTC.

Software: Microsoft Office 2007/2010/2013/2016/365, Azure, Excel, PowerPoint, Word, SharePoint, Visio, Adobe Reader, Adobe Acrobat Standard, Action Request System, Pure Edge, Lotus Notes, Roxio, Rumba, Avaya, Nevis Ana Win Magic, MS Build, WebSphere, Bash and C shell, Teams, Zoom. Cisco Any Connect, Zscaler.

EXPERIENCE

November 2022 - Current Tier 2 Technician, Contractor for NTT Data, Government Contractor for the DHS OIG, Washington, DC. Supervisor: Arun Wahle, Lead, 202-***-**** (may be contacted) 40 hours a week worked (one weekend a month )

Provide tier 2 support to end users for either PC, server, or mainframe applications or hardware.

Handle problems that are beyond expertise of the first tier of the helpdesk support staff.

Provide support in areas such as email, LAN/WAN, Directories, standard desktop images and applications, COTS and GOT applications.

Recommend system modifications to reduce user problems and maintain current and high-level technical skills in the Field.

Ensure follow-up actions are being taken to confirm that end users needs have been met.

Ability to work remotely and hone down the helpdesk calls at specific timeframes.

Set up conference rooms at a reasonable time.

Meet established service level metrics for call response, technical support, and customer service, providing follow up service to end-users in a timely and efficient manner with full documentation.

Ability to use the service now and heat system.

Fully document call resolutions on first attempt basis.

Escalate tickets beyond my support means to the appropriate service team.

Create new SOPs to support the OIG helpdesk team when needed.

Collaborate with the network team to restore end users services on Cisco and Zscaler application base.

Ability to use powershell, active directory, remote desktop connection, office suite admin, Microsoft authenticator, and basic phone troubleshooting.

Perform task such as update distribution list, update access to shared mailboxes, create shared mailboxes, and add/remove Visio and Project.

Feb 2019 – March 2020: IT Move Coordinator, Wichita Tribal Enterprises, Government Contractor for the USDA, Washington, DC. Supervisor: Cory Gustin, Lead, 202-***-**** (may be contacted) 40 hours a week worked

Responsible for direct interaction and clear communication with customers regarding project requirements to ensure complete customer satisfaction on each assigned move.

Provide space planning and move management to complete move and reconfiguration. Coordinate day to day details for all aspects of each project.

Coordinate project activities with internal and external partner and suppliers.

Direct network and non-port connectivity to Service Desk.

Provide move spreadsheet support to customers to ensure proper completion.

Maintain technical knowledge of latest laptops and docking station configurations.

Provide back-up to other positions as needed. Serve as central point of contact for Video Teleconferencing (VTC) management, equipment, and call scheduling.

Mar 2015 – Jan 2017: System Administrator, K-Force/DMI, Washington, DC. Supervisor: Tuesday Epps, 240-***-**** (may be contacted) 40 hours a week worked

Assisted project teams with technical issues in the initiation and planning phases of the standard Project Management Methodology data base entry and management of the personal data base used for keeping records of installs.

Ensured that system hardware, operating systems, software systems and related procedures adhered to organizational values, enabling staff, volunteers and partners.

Participated on projects focusing on smoothing the transition of projects from development staff to production staff by performing operations activities within the project life-cycle.

Performed imaging, installation and configuration of personal computers and peripherals including operating systems, hardware and software to attach workstations to a Local Area Network.

Is thorough when performing work and conscientious about attending to detail. Completing work independently that rarely requires editing or review by others.

Jun 2014 – Mar 2015: Tier II Desktop Specialist, Marathon/ACT, Government contractor for FEMA, Washington, DC Supervisor: Bill McGlyn, 202-***-**** (may be contacted) 40 hours a week worked

Installed and configured various software such as Rumba, Avaya and ADD (Active Domain Directory).

Installed, updated and troubleshot Winmagic.

Trained and supervised new employees.

Mapped customers to the RICHO print servers and trained them on how to use the program.

Assisted customers with setting up new laptops.

Served as the EUS Certified Tech III for surge support.

Under minimal supervision, provided technical software, hardware and network problem resolution to all end user computers and peripheral equipment on domain for a 10/VDI rollout.

Provided technical support by performing installation and repair; identified, evaluated and solved end-user workstation problems.

Supported and trained end-users on Windows 10/VDI as needed.

Clearly communicated technical solutions in a user-friendly, professional manner to end users.

Coordinated with Program Manager and rollout leads daily.

Resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary.

Participating in meetings and providing advice to customers in own area of expertise.

Is thorough when performing work and conscientious about attending to detail.

Completing work independently that rarely requires editing or review by others.

Direct customer care actions during and after the execution of problem resolution procedures.

Feb 2014 – Current: Desktop Specialist, RANTEK LLC, Fort Washington, MD. Supervisor: Richard Newburn, CEO 240-***-**** (may be contacted) 40 hours a week worked

Provided support to various users by traveling to there homes or place of business.

Used Active Directory to view and modify user computer account information such as editing user contact information or re-enabling a machine on the domain and to modify user’s accounts.

Responded to telephone, electronic mail, and requests.

Performed software testing and installations to include patches, updates, and virus detection and elimination in a Windows/ MAC environment.

Used remote desktop server to add and configure printers on the server side.

Installed, set up and configured printers.

Expressing facts and ideas in a clear, concise, convincing, and organized manner.

Clearly conveying moderately complex ideas, concepts, and information to customers.

Exhibiting active listening by demonstrating understanding of audience comments and/or questions.

Identifying and solving problems by gathering and applying information from a variety of materials or sources that provide several alternatives.

Recognizing and taking action to address non-routine problems.

Soliciting feedback from multiple stakeholders to understand an issue or problem and accurately assess its root causes and potential solutions.

Seeking supervisory review where appropriate.

Is thorough when performing work and conscientious about attending to detail.

Completing work independently that rarely requires editing or review by others.

Deliver Video Teleconferencing (VTC) and Audio Video Multimedia (AVMM) support services.

Develop new methods, approaches, and procedures to provide advice and guidance on a wide variety of complex IT issues.

Aug 2011 – Jun 2014: Tier II Technician, L-3 Stratis, a contractor for HQ Department of the Army (HQDA), Reston, VA. Supervisor: Alva Coe, 844-***-**** (may be contacted). 40 hours a week worked

Responded to telephone, electronic mail, and/or walk-in requests.

Installed and troubleshot all HP/Dell/Toshiba laptops, blackberries, printers, scanners and copiers within the HQDA service desk environment.

Performed software testing and installations to include patches, updates, and virus detection and elimination in a Windows Vista environment.

Performed limited one-on-one training for customers and new hires requiring assistance on standard software applications and/or hardware.

Used Active Directory to view and modify user/computer account information such as editing user contact information or re-enabling a machine on the domain.

Resolved issues with Exchange, Firewalls, VPNs and other advance pieces of infrastructure.

Was instrumental in providing assistance to a large project for the Microsoft Outlook 2007 migration in which all HQDA customers migrated from the legacy to Enterprise email system (Legacy having mailbox size limits vs Enterprise having an unlimited mailbox size).

EDUCATION

Major: Computer Networking Systems

ITT Technical Institute, Springfield, VA

Graduated 2009

General Studies

Albert Einstein High School, Kensington, MD

Graduated 2001

REFERENCES

Alex Rozo, DMI, 301-***-****

Brian Johnson, Lead at FEMA, 202-***-****

Juan Carlos, Teksystems, 240-***-****

Certifications:

Security +

Contact this candidate