Technical Support It

Canaan Colbert

Cell Phone 540-***-****

***********@*****.***

ACTIVE: Secret Clearance

CAREER OBJECTIVE:

Seeking a new position to utilize supply chain and IT experience within mid to large organizations.

SKILLS:

• Strong technical expertise in managing and troubleshooting a variety of IT systems

• Great written, oral communication skills, and fast learner

• Excellent in building client and customer relationships

COMPUTER SKILLS:

• Microsoft Office 365

• SharePoint

• ServiceNow

• Azure

• BeyondTrust

• Command Prompt and PowerShell

• Active Directory

• Operating Systems utilized – Windows

EMPLOYMENT HISTORY:

PC Technician: (Allyon) – 02/2025 - Present

• The role involves providing comprehensive technical support and ensuring the smooth operation of client workstations and IT infrastructure. Responsibilities typically include:

• Diagnosing and resolving hardware and software issues for client PCs or laptops.

• Installing, configuring, and upgrading operating systems and authorized software applications.

• Providing direct hands-on support for workstation and docking station setups, ensuring optimal functionality.

• Conducting preventative maintenance tasks on computers and peripheral devices.

• Responding to and resolving trouble tickets generated through systems like Service Now, email, or phone calls.

• Utilizing remote tools for troubleshooting and resolving client issues wherever applicable.

• Escalating complex issues to higher support tiers (e.g., Tier 3) when required.

• Supporting and troubleshooting hardware, such as printers and other peripheral equipment, when authorized.

IT Helpdesk Technician: (22nd Century Technologies) -03/2023 –02/2025

• Provide technical support including client hardware and software support.

• Respond to customer trouble requests and problem calls received by telephone, email, or generated from the Remedy ticketing system.

• Resolve customer issues using automated remote-control software or other remote tools where possible.

• Provide support to individuals at user’s workstations and docking stations with direct hands-on troubleshooting and repair services for both hardware and software issues.

• Install, upgrade, support, and troubleshoot printers, computer hardware, Windows 10 OS, Office 2013 and other authorized desktop applications and peripheral equipment.

• Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties.

• Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network.

• Escalate the issue/problem to proper Tier 3 Support team members when the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripherals.

Tier II Help Desk Technician: (Diverse Systems Group) (Bethesda, Maryland) -01/2023 – 03/2023

• Demonstrated ability to independently troubleshoot and resolve escalated technical issues and helpdesk tickets.

• Organize, prioritize, and assist with daily technical support in organizations with different support requirements.

• Work with other technical teams to resolve large scale issues.

• Troubleshoot and solve common network issues and hardware/software issues using component-level physical and logical diagnostic tools.

• Test new hardware and software systems and packages prior to deployment.

• Assist with managing the helpdesk ticket queue on a daily basis, creating, routing, and remedying tickets.

• Areas of support include: computer device deployment; applications and program; user accounts and access; print services and printer configuration; asset inventory and database management; desktop/laptop/tablet diagnostics and troubleshooting; mobility device assignment, setup, diagnostics and troubleshooting.

• Demonstrate strong customer service skills. Flexible work schedule to provide support as necessary.

• Participate in special projects and unique requests, such as annual lifecycle refresh and organization-wide device upgrades, which involve communicating with customer administration and performing hardware assessments. Manage, control, and log accountable property in the IT warehouse space and work closely with Logistics and Property Management to ensure accountable equipment is entered and documented as appropriate.

Field Logistics Coordinator: (Miami Technology Solution) (Lorton, VA) -5/2022 – 12/2022

● Perform periodic inventory of stock, reconciling variance and insuring inventory adjustments are properly applied. Provide results to appropriate DOS personnel.

● Received, sort, log and distribute all incoming shipments.

● Identify locates, obtain, and arrange for shipment of requested replaced parts by the appropriate priority basis.

● Process and/or locate, obtain, and arrange for shipment of requested replacement parts by the appropriate priority basis.

● Prepare statistical reports as required.

● Ensure stockroom is maintained in a neat and orderly fashion.

● Pick up and deliver equipment to local sites utilizing a government vehicle.

Warehouse Technician III: General Dynamics (GDIT) (Manassas, VA) -7/2021-3/2022

● Performs daily inspection of warehouse facility, equipment, and vehicle fleet.

● Schedules periodic maintenance of mobile communications, logistic support, and emergency response vehicles.

● Maintains operational readiness of mobile support vehicle fleet.

● Daily drive fleet of vehicles as well as transport colleagues to and from designated locations.

● Assist with the loading and unloading of telecommunications equipment that support the contingency mission.

● Tests and operates mobile diesel generator to support power requirements for mobile communications systems.

● Coordinates system level repair and restoration efforts of all facility electrical, HVAC, water, lighting systems requiring third party support.

● Performs minor repairs and maintenance to facility systems.

● Maintains a safe and clean environment

● Assemble and test facility storage furnishing equipment

● Operation of forklift for loading and unloading equipment

● Maintains a preventative maintenance program for facility systems and equipment

● Assists team with equipment testing.

● Work order fulfillment to meet inventory demand.

Warehouse Technician: General Dynamics (GDIT) (Sterling, VA) - 9/2019-7/2021

● Position ships, receives and stores materials in a warehouse or storage facility.

● Receives and stores materials in a warehouse or storage facility in an organized manner and convenient location for removal when needed.

● Marks or tags articles as necessary for identification purposes.

● Retrieves stored material when requested, transports it to the requester, and returns material to storage as required.

● Develops and maintains effective warehouse storage practices that promote efficient storage, identification and retrieval.

● Maintains warehouse and shipping records and may use automated warehouse management system.

● Operates hand and power equipment, including forklift, for material handling.

● Participates in special projects as required.

Service Operator: CGI Federal (Washington, DC) - 8/2019-9/2019

● Under the direct supervision of the Contract Management Team, performed various clerical and manual functions.

● Operated various office equipment and machinery in the preparation, processing, and mailing of passports, as well as passport related documents.

● Utilized the current TDIS-PD and PRISM computer operating systems to include document preparation, creation of document batches, document imaging (scanning) and reviewing, retrieval of individual application information, data entry, book printing, the generation of mailing labels, along with the sorting and affixing postage to sealed envelopes.

● Performed quality checks for standard fee information on individual applications.

Appliance CSA: Lowe’s Department Store (Fredericksburg, VA) - 9/2017-8/2019

● Sold appliances and assisted customers.

● Wrote customer install contracts, completed necessary paperwork and follow-up on customer inquiries.

● Work order fulfillment to meet inventory demands.

● Made sure inventory was tracked and financial records were kept for all transactions.

Loader: Lowe’s Department Store (Fredericksburg, VA) - 2/2014-9/2017

● Great retail and customer service experience assisting shoppers by responding to inquiries, locating pricing, and inspecting merchandise; also, carried, loaded, and unloaded products and packages using power equipment and a forklift.

● Computer skills were utilized to input, access, modify, and to output customer information. This was done through use of a handheld devices (e.g., mobile phone, Laser Radio Terminal (LRT) - a devise to scan the prices of merchandise, palm pilot, tablet, and iPod).

Sound Technician – Keys of Life Service (Fredericksburg, VA) 3/2014 –3/2015

● Work consisted of utilizing the soundboard and other audio equipment to ensure sound levels were correct and the sound mixed well. Guaranteed that the music sounded great for both the performer onstage and for the people in the audience.

● Assisted with video projection screen, microphone, and video recording of the services.

Merchandise Pickup Associate: Sears Department Store (Fredericksburg, VA) - 10/2010-7/2013

● Responsible for the execution of all merchandise activities, to include merchandise preparation, staging, and unloading shipments, completed minor repairs, and daily stockroom activities.

● Assisted in maintaining the stockroom in a neat, orderly, and safe manner.

● Provided superior customer service, along with an understanding of website navigation and technology to facilitate the customer experience.

● Internet navigation and written communication was also used to access and print information/reports.

● Conducted inspections and utilized safety equipment to adhere to merchandise and inventory protection standards.

EDUCATION:

• CompTIA Security+ Certificate 11/2022

• Colorado Technical University: General Studies, 11/2011 – 1/2012

• Macomb Community College: General Studies, 1/2009 – 5/2009

All of 2019

• Utilized Microsoft Office.

• Data Entry

February 2019

• Started studying for CompTIA A+ Certification.

• Utilized Notebook as well as Professor Messer’s Study Course via YouTube.

• Practiced building PCs and setting up peripherals.

September 2019

• Started studying for CompTIA Security+ with a study group.

All of 2020

• Utilized Microsoft Office.

• Data Entry

March 2020

• Installed and set up Wi-Fi routers for several acquaintances during the pandemic.

• Installed software on Windows computers.

All of 2021

• Utilized Professor Dion’s course on Udemy for CompTIA Security+.

• Utilized Professor Messer’s course on YouTube and online study material for CompTIA Security+.

• Learned to use Active Directory.

• Set up web meetings via Microsoft Teams, Zoom, and Webex Meets.

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