Support Specialist Technical

WILLIAM E. THOMAS, SR.

**** ****** **, #*** ********, MD 20746 • (C) 240-***-****

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

PROFESSIONAL SUMMARY:

Technical professional with over 11 years experience as a Technical Support Specialist.

Proficient in active directory, and updating software. Effectively navigate fast-paced environment to utilize analytical skills, customer service skills, and team cooperation.

EDUCATION:

Eastern Senior High School, Washington, D.C. (1991)

Career Technical Institute, Washington, D.C.

Microsoft Certified Systems Administrator (Certificate, June 2011 )

Computer Learning Center, Alexandria, VA

Computer Programming (Certificate, November 1995)

RELEVANT KNOWLEDGE:

Active Directory (account creation & management)

Intune Account Management

IOS/Mac Support

Computer Repair I, II, III

Sharepoint/Shortpoint Intranet

RemotePC

BlackBoard, SchoolDude, Cherwell, Zendesk

Installation and Administration

FileMaker Pro/Asset Panda (Asset Management)

Wireless management (Aruba, Meraki)

MS 365 Management Account Setup

EXPERIENCE:

IT User Support Technician I

SEEC Inc.

Silver Spring, MD May-2023-May=2025

Answered Staff phone calls and Zendesk and walkup requests regarding password resets, computer issues

Assigned and updated staff email accounts

Installed and configured stand alone and network printers

Completed staff computer issues using ticketing system, Zendesk.

Imaged and re-imaged staff and supported living individual laptops and printers

Software and hardware deployment (Intune)

Helpdesk Specialist

National Academies of Science Engineering and Medicine Washington, DC Oct. 2022-Dec. 2022

Answered Staff phone calls and emails regarding password resets, computer issues

Imaged and re-imaged staff laptops and desktops

Setup offices for staff computers (Hoteling)

Responded to staff computer issues through Cherwell ticketing sytem

Connected staff members laptops to network printers and copiers

Installed software applications to staff laptops.

Technical Support Specialist

Friendship Public Charter Schools, Washington DC Nov. 2011-Aug. 2022

Answered Staff and teacher phone calls regarding password resets, computer issues

Updated staff email accounts

Installed and configured stand alone and network printers

Completed staff computer issues using ticketing system (SchoolDude, Zendesk)

Imaged and re-imaged student and staff laptops and desktops

Software and hardware deployment

Inventoried and catalogued teacher/staff/student equipment

Setup laptops and computers for student/teacher network connectivity

Repaired network drops

Enrolled and managed Google Chromebooks and Chromeboxes.

Created and maintained staff and student Google accounts.

Remote technical support (Bomgar)

MDM experience (Meraki console)

Helpdesk Support Specialist Sept. 2011-Oct 2011

Strayer University, Herndon, VA

Answered student and staff phone calls regarding password resets, class adds and drops

Updated student addresses, email accounts and phone numbers

Solved student queries regarding class schedules, student transcripts and records

Answered staff queries regarding student enrollment and registration status

Solved student online class access issues and website navigation

Data Processor

Lettercomm, Inc., Alexandria, VA May 1997- September 2010

Effectively work in team setting and communicated on daily basis to achieve end results.

Utilized job jackets (ticketing) to analyze customer specifications and ensure job completion.

Name split files for deduping and converted ascii or text files to DBF-IV using Data Junction.

Formatted C.A.S.S.ed and presorted files using Postal Soft.

Formatted disks for pressure sensitive, Cheshire or Piggy-back labels or envelopes.

Loaded and updated software and hardware, backed up and restored data, and performed data entry for client databases.

Data Processing Assistant

L & E Meridien, Alexandria, VA June 1996 -April 1997

Worked within team setting to execute flow charts.

Communicated effectively with personnel and ensured task were completed.

Copied and converted data from tapes and diskettes.

Formatted C.A.S.S. and Presorted Files and created reports and bag tags.

Formatted data for labels and envelopes.

TECHNICAL SKILLS:

Operating Systems Mac OS X, Windows 7, Windows 10

Software Microsoft Office 2016, Postal Soft, Symantec Ghost, Google OS, Active Inspire, Promethean ActivPane, Absolute Management, Android, Iphone, Ipad, Google Administration, AVAYA (VOIP) experience, HP, RICOH, KONCA printer troubleshooting, peripheral installs. Meraki MDM management, FMPro inventory.

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