IT Support Specialist & Service Coordination Expert

Antoniette Taylor

**** **** ****** **, ***. ***, Upper Marlboro, MD 20774

Cell Phone: 240-***-****

E-mail: **********.******@*****.***

Objective

Dynamic, IT professional with 15 years of experience providing end-user support, network operations, and technical leadership across federal and private sectors. Proven ability to train teams, manage enterprise systems, and deliver exceptional customer service. Skilled in troubleshooting complex software and hardware issues, performing laptop/desktop repairs and component replacements, maintaining system integrity, and driving continuous operational improvements.

Highlights of Skills and Experience

Top Secret Clearance

Possess excellent customer service, oral and written communication, professional technical writing skills with effective documentation for knowledge base, planning, and implementation

Monitor network applications as a NOC Specialist as well as provide desktop/laptop, mobile device support using several software applications to include BMC Remedy multiple versions, SM9, IBM Tivoli Remote Control, Bomgar, Active Directory and ARS, NetIQ Administration, Citrix, PointSec PC, Symantec Endpoint Encryption, BitLocker, Cisco Any Connect, RSA Security Console, AirWatch, BES 5, BES 10, BES 12, MobileIron, and GOOD for Enterprise

Provide in-depth technical support for Windows 10 and Mac OS X, Microsoft Office 2016, remote access support, select in-house applications, and numerous third-party software applications, RSA Secure ID Tokens, iOS, Blackberries, and Android mobile devices

Provide troubleshooting to strive for first contact resolution with each client or escalate unresolved incidents to the appropriate support team with effective communication to minimize resolution time

HP Certified Technician with the ability to remove, install, replace, and repair all parts associated with HP laptops as well as all other brands of laptops, desktops, tablets, and mobile devices.

Trained over 50 technicians on various government contracts for Tier I and Tier II help desk positions.

As Network Operations Center (NOC) Analyst; monitor component networks, servers, applications performance and communication systems using Enterprise tools, documenting all actions taken, familiarity with varied concepts, standard best business practices and procedures, perform a variety of tasks with limited guidance and supervision, and escalate incidents/outages to appropriate support teams

Coordinate and provide IT Support for Conferences and Workshops.

Hardware and Software installation/troubleshooting/repair, desktop/laptop deployment for workstations and classroom settings, set-up projectors and operate audio visual equipment

Equipment Custodian; Issued and maintained accountability for government issued equipment/devices

Specialize in information security and records management as Office Administrator

Professional business development skills including managing SAM.gov accounts for government contracting and grant awards

Perform all administrative duties; prioritize and complete tasks before suspense dates

Manage employees effectively with leadership abilities and according to company policies and business ethics

Personable, self-motivated, confident and dependable with a desire to learn new skills

Flexible to accommodate support for a 24/7/365 operation with the proven ability to provide independent and team support

Work History

Information Technology & Customer Service Instructor

Community Tech LLC/Empowerment Technology Solutions LLC April 2024 – June 2024

Conduct engaging IT courses covering A+, Networking, Cybersecurity, IT Fundamentals, and AHLEI Guest Services Gold.

Deliver in-class, remote, and virtual instruction tailored to diverse learning styles.

Develop comprehensive training materials, including lesson plans, assignments, and assessments aligned with industry standards.

Mentor students on career development, certification paths, and IT industry opportunities.

Achieved an 85% certification exam pass rate, successfully preparing over 50 students.

Enhanced student engagement through interactive simulations, group projects, and role-playing exercises.

Earned outstanding feedback for clarity in teaching complex IT concepts.

OJAG/Code 67 NMCI CLIN54 Field Services Senior Technician

Super Systems Inc. (SSi)/Leidos May 2022 – May 2023

U.S Department of Navy, Washington Navy Yard, DC

Served as a “dedicated” CLIN54 NMCI Field Service Technician in support of the entire Navy Office of Judge Advocate General’s Corps (OJAG) providing technical, account management, and mobile device services premier support.

Served as Liaison between NMCI Field Services and OJAG, providing requested information about NMCI’s Policy and Procedures regarding equipment, network, and software.

Performed research and cost analysis for equipment and software.

HP Technician, provided NIPR and SIPR Laptop Break/Fix support to include, BIOS configuration, reimage of laptops for placement on the NCMI network. Replace faulty parts such as hard drives, solid state drives, system boards/mother boards, CAC reader boards, USB boards, webcam boards, batteries, fans, laptop keyboards, display panel, display panel hinges and cables, memory modules, wireless LAN modules, base enclosures, bottom frames, etc. and join and remove computers from the domain.

Use of Active Directory (AD), NMCI Enterprise Tool (NET), Hewlett Packard Service Manager (HPSM), and File Share Management to create, transfer/move, remove, activate/deactivate, and modify users, computers, and groups.

Modified users’ Microsoft Exchange email accounts and created external contact email accounts via Windows PowerShell.

Provided phone, remote, and desk-side support for users’ accounts, software and hardware issues to include Microsoft Office 365 (Outlook. Teams, OneDrive, SharePoint), Adobe Acrobat, and Video Conferencing..

Used SM9 to create and resolve incident tickets, update, follow up, and escalate tickets as required with the ability to troubleshoot remotely.

Created a Field Services Training Manual for New and Existing Technicians to provide a knowledge guide and how to perform all the required major services performed by field services techs to ensure success in supporting and resolving escalated customer incidents.

Trained new field services technicians, provided technical assistant support of all field services team members and OJAG Code 67 (IT Support Department) team members as their Accounts and Technical Administrator, trained OJAG end-users and OJAG’s Legal Technical Support Team on how to use computer equipment and software applications in addition to assisting the new ISSO with Roles and Responsibilities.

FEMA ESD Service Desk Technician

ACT, Inc. November 2020 – September 2021

PenBay Media/ACT, Inc. February 2019 – November 2020

Agensys Corporation/ACT, Inc. January 2018 – February 2019

FEMA, Mount Weather, VA

Provide excellent technical support and customer service as a Level 1 Enterprise Service Desk Technician resolving >90% first contact incidents in a high-paced Service Desk department supporting FEMA employees, contractors, reservists, disaster survivors, and other DHS or Federal agencies.

FEIMS Account Administration; manage accounts for FEMA users, disaster survivors, Fire Fighters, and FEMA contractors by unlock accounts and resetting passwords as well as PIV Card related issues.

Troubleshoot desktop/laptop issues for Windows 10, Microsoft Office Suites 2013 and 2016, VPN Connectivity, and a host of COTS and FEMA developed applications.

Use BMC Remedy 9 to create and resolve incident tickets, update, follow up, and escalate tickets as required with the ability to troubleshoot remotely with Bomgar.

Manage iOS devices with MobileIron, GOOD for Enterprise, Blackberry AtHoc, Mobile Microsoft Office Apps, Docs@Work, and Citrix. Install, configure and troubleshoot iOS mobile device incidents.

Help Desk Tier I & II/Network Operations Center (NOC) Analyst Shift Lead

CACI July 2012 – September 2018

Sagent Partners/CSC June 2010 – July 2012

Department of Justice, Washington, DC/Rockville, MD

Provide desktop/laptop, VPN connection, and application support for 10,000+ end-users including VIP customers

Provide troubleshooting, research, use of and creation of knowledge base documentation and IBM Tivoli Remote Control Service to resolve most incidents in a timely fashion

Document incidents from calls received through the Service Desk Call Center and the Data Center using BMC Remedy. Resolve, update, follow up, and escalate tickets to Tier II or Tier III support groups

Reset/unlock network or administrator accounts for Users with NetIQ DRA Administration, Active Directory, and Symantec Endpoint Encryption applications

Reset pin and unlock PIV/CAC Cards, create, manage and issue RSA Secure ID Tokens/Soft

Install approved software, printers and printer drivers

Provide support for Microsoft Windows XP, Vista, Windows 7 and 8, and MAC Operating Systems

Provide support for Microsoft Office Suites 2007 and 2010, WordPerfect Office X5, and other various software applications

Assist users with gaining access to the VPN Client via Cisco AnyConnect with RSA Secure ID tokens or mobile RSA software as well as wired and wireless internet connectivity

Manage Help Desk calls independently during third shift after-hour support

Complete Request Fulfillment duties for Account Management’s action, such as process requests received via email or fax; create tickets for creation of New User Accounts, Approved Software/Hardware Installations, Issuance of USB Encryption Devices, Public Shared Folder and Mailbox Requests, Distribution Lists, Outlook Calendars, Port Lock Down, Dial-In Accounts, etc.

Provide System Monitoring for Operations Services Staff Platforms, Customer-Owned Servers, Mainframes, and Backup & Replication Jobs, network status on all Servers, as well as ensure all monitoring devices and applications are visible and functioning properly in the Data Center

Monitor Help Desks inboxes to process, respond and create tickets for service requests, monitor JUTNet alerts, Backup and Replication alerts, and Hourly Ticket notifications classified as high or urgent and follow escalation processes to ensure appropriate response to resolve emergency and high priority incidents

Prepare daily reports for meetings by compiling information from various reports received, perform user name/email changes, unlock/reset administrative accounts, create tickets to block/unblock domains and IP addresses, and reboot servers at customer’s request

Perform facility checks to ensure proper temperature is maintained for Servers on Chillers, check for hazardous conditions and leaks in Server rooms, and listen for sounds that may indicate Servers are not functioning properly

Technology Solutions Engineer

Artech Government Solutions/Lockheed Martin September 2015 – January 2018

U.S. House of Representatives, Washington, DC

ARS System Administration, manage Active Directory accounts; create accounts, unlock accounts, reset passwords, and manage groups desktop/laptop support for Windows and MAC systems, VPN connection, remote computer access, and mobile device, and support

Troubleshoot desktop/laptop issues for Windows or MACs, Microsoft Office Suites, and House applications

Use BMC Remedy 9 to create incident tickets, update, follow up, and escalate tickets as required from calls received through the Service Desk Call Center, Fax, Email, and Live Chat via Bomgar with the ability to troubleshoot remotely with Bomgar as well

Manage Blackberry devices on BES 5, 10, and 12 and Android and iOS devices with AirWatch and GOOD for Enterprise. Install, configure and troubleshoot mobile device incidents

Manage, issue, and troubleshoot RSA Secure ID Tokens for VPN or application access

Office Information Technology Manager

TA Consulting, Inc. March 2008 – March 2010

Air National Guard, Andrews Joint Base. MD

Assist and coordinate Information Technology Support for the National Guard Bureau; planning, providing and supporting the use of IT equipment and Audio Visual requirements for Conferences and Workshops held anywhere in the United States

Write and proofread Memorandum of Agreements (MOA) and Service Level Agreements (SLA), IT Requirements, and Execution Plans for Offsite IT Support Services Team (ITSS)

Set-up Classrooms and General Sessions for use of projectors, printers and laptops with internet access and other capabilities required for mission support

Create certificates and identification badges for conference attendees and support staff using PC Nametag application software

Assist the Air National Guard with Administrative Support and Information Technology Support Services in support of Air National Guard Civil Engineers and services initiatives, programs, other related functions and mission

Responsible for monitoring, managing, maintaining and securing employee information

Specialize in proofreading, formatting and preparing outgoing, internal correspondence, procurement packages and documents according to Air Force policy

Serve as Records Custodian; built and maintain a File Plan based on the NGB/A6CI Information Technology Support Services ITSS and Development Team record keeping needs

Maintain electronic calendar for Branch personnel leave and travel

Compile and consolidate weekly and monthly reports and take minutes for documentation, record keeping and reflection purposes at monthly IT Working Group Meetings

Serve as ITSS Team Member assisting with the setup of conference rooms for classes, briefings, awards ceremonies, and cyber space cafés (laptops, projections, printers, etc.) for Air National Guard workshops and conferences

Assistant Operations Manager

J. Perez Associates, Inc., Capitol Heights, MD October 2000 – March 2008

Assisted Operations Manager in all areas of management including the interviewing and hiring process and independently managed the Bus Stop Installation department

Scheduled employees for daily production, maintain inventory database daily and assured all employees’ performance to meet company expectations and contract requirements

Performed field work installing all forms of media for advertising on Metro buses, trains, stations, and bus stops

Oversaw and implemented all changes to bus stop program in the DMV for WMATA

Assisted IT Specialist located in Long Beach with hardware and software problems within the DC Market, backup server every evening and resolved minor helpdesk issues

Assisted with wiring office for workstations setup, installed hardware, software, printers, time clock, and Cisco IP Phone Systems

Administrative Assistant

Area Temps

Washington Metropolitan Area Transit Authority, Washington, DC June 2000 – October 2000

Provided full administrative support to the Washington Metropolitan Area Transit Authority Strategic Marketing and Communications Sales Department

Assisted with the setup of Metrochek accounts for federal and private companies for sales representatives

Assisted representatives’ with presentations for Metrochek and SmarTrip sales

Created, organized, recorded and documented all new and old sales reports

Performed receptionist duties by providing prospective customers with information and literature about the products that are available to commuters

Received, prepared and shipped telephone, faxed, and e-mail orders of Metrochek, van pool, bus and rail information

Education

B.S Information Systems Continuing Education

Strayer University, Suitland MD

Continuing courses to complete degree. Completed 165 credit hours of computer networking and network security courses towards Bachelor of Science in Information Systems Degree with emphasis on Networking

GED

Max S. Hayes Vocational High School, Cleveland, OH June 1997

Certifications & Training

Certified Guest Service Professional — AHLA (July 2024)

Notary Public Training — NNA (April 2022)

AWS Certified Solutions Architect Associate (April 2021)

CompTIA Security+ (April 2021)

Mental Health & Behavioral Intervention Training — Communication, de-escalation, crisis-informed response (May 2019)

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