Desktop Support Specialist

William D. Barry

Woodbridge, VA – Phone : 843-***-**** - Email : ********@****.***

Objectives

Desktop Support Specialist with migration, installation, Service now, Remedy, and application support experience seeks employment commensurate with experience

clearance

Public Trust issued 3/22/18 issued by Executive Office of Immigration Review

technology Summary

Software: Microsoft Office Suite 365, (Access, Excel, PowerPoint, Word); MAC and Microsoft Windows Operating Systems 2000, XP, Vista, and Windows 7; installing drivers; Remedy Ticketing System; and GoToAssist; Microsoft Teams; Azure; Active Directory; SCCM; Remote tools/ Entrust; BitLocker; Cisco Any Connect VPN

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps.

Support: Helpdesk: escalation and documentation on ticketing system, customer service support (email, phone, and in person); data migration, third party application installs, workstation configuration; workstation creation and imaging

experience

●CODEPLUS -CONTRACT DEPARTMENT OF ENERGY - WASHINGTON, DC – HELP DESK TECHNICIAN 05/2022 – PRESENT

Provides support to end users on multiple issues

Identifies, researches, and resolves technical issues

Respond to phone calls, emails, and personnel requests for technical support

Tracks and monitors the problem to ensure timely resolution

Experience working within a Federal, State, or Local U.S. Government environment, briefing government management on project or task status, and assisting government employees with technical issues

●ECS FEDERAL, LLS, - CONTRACT USDA - FALLS CHURCH, VA– HELP DESK TECHNICIAN 04/2019 – 05/2022

Coordinate multiple open IT issues and communicate issues effectively with support teams

Provide end-user support for technical issues involving hardware, software, network, or telecommunications systems incurred by the program’s internal and/or outside customers via telephone

Coordinating and assisting customer support (tier-1, tier-2, and tier-3) personnel with technical incidents and tasks

Management of trouble tickets using the client-designated corporate ticketing system

Provide input to design requirements associated with continued installation, integration, and testing of the smartphone information systems

Assist in maintaining a reference library to include, but not limited to, creating end-user tips and tricks, creating, and responding to end-user FAQs, providing input to BUMED ITACS Standard Operating Procedures (SOPs) on BUMED intranet SharePoint or similar sites

Support the client in developing and maintaining all technical and procedural documentation pertaining to client-designated enterprise mobile device configurations, technical support, processes, and procedures

Experience working within a Federal, State, or Local U.S. Government environment, briefing government management on project or task status, and assisting government employees with technical issues

●ARES SOLUITONS – CONTRACT AT MANTECH, FALLS CHURCH, VA– COMPUTER INSTALL TECHNICIAN 02/2018 – 03/2019

Supported the replacement of all network printers throughout the EOIR enterprise at their court locations

Traveled to assigned locations to assist with the replacement of existing printers and install new printers

Performed troubleshooting issues that arise

When not traveling, provided remote support for technicians in the field in troubleshooting

Provided IT support to ManTech Engineers as necessary in support of migrations and installs

●APEX-CONTRACT AT INOVA HOSPITAL, ALEXANDRIA, VA– DESKTOP FIELD TECHNICIAN 05/2017 – 12/2017

Installed /moved/repaired desktop and peripheral connections

Documented service requests, resolutions to issues

Communicated with management, fellow team members, and hospital personnel to resolve issues

Installed, configured, maintained, monitored, and troubleshoot end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products. Provided technical assistance and training to system users

Assisted with Tier I and II level support issues

●MINDBANK-CONTRACT AT CHARLES E. SMITH-VORNADO, CRYSTAL CITY, VA– DESKTOP SUPPORT SPECIALIST 04/2016 – 05/2017

Refreshed computers

Installed/repaired software and hardware

Installed, configured, maintained, monitored, and troubleshoot end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products. Provided technical assistance and training to system users

Computer imaging

Technical support for phones, photocopiers, fax machines and office equipment

Assisted customers with technical issues by phone/email or chat

Assisted with Tier I and II level support issues

●NETWORK TECHNOLOGIES SUPPORT, ALEXANDRIA, VA– DESKTOP SUPPORT

04/2015 – 04/2016

Provided technical assistance in the migration of client computer systems from Windows XP to

Windows 7 platform

Following procedures set by the client to save data, imaged and restored settings to new or existing

computer systems

Mapped network printers, installed applications and managed a nightly deployment list, mapped

network drives, add systems to a domain, located files, and troubleshoot associated issues

Acted as hands and feet for the project team to assess and resolve any issues in supporting the

environment

Documented and certified completion of tasks and resolutions

Installed memory, software applications, drivers, and printers

Completed replacement migrations by installing a new keyboard, mouse, docking station, power

supplies and running cabling

Education & Professional Development

Year Up / Northern Virginia Community College, Arlington, VA - Information Technology Training, 09/3/2013 – 06/2014

Explanation:

Earned 18 college credits in Information Technology and English in partnership with Northern Virginia Community College: mastered coursework in computer networking, computer troubleshooting and repair, business writing, professional skills, personal finance, customer service, and critical thinking

Strafford College Computer Science and IT, 01/3/2016 – Present – Anticipated Graduation: 2018

Courses include Fundamentals of Information Systems, Computer Office Application, Hardware Fundamentals, Programming login, Data Communications, Server/Client Operating Systems, Router and Switch Configuration, Network Management

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