Desktop Support It

Barry M. Gold

Silver Spring, MD 301-***-**** ************.****@*****.*** www.linkedin.com/in/barry-gold-89271b22/ Summary

Solution-focused and analytical professional with 15+ years of experience providing desktop support, delivering end-user training, and managing helpdesk operations while installing and maintaining computer systems, networks, and peripherals for optimal functionality and accessibility. Proven ability to perform system imaging/upgrades, handle ticket queues, rectify technical issues, and administer security certificates for minimal downtime and high service availability. Background in creating batch files for 4 user groups to enable remote network drive access and secure data retrieval outside the office. Work Experience

Career Note April 2024 - Present

● Paused professional career due to being laid off, as a result of a Reduction in Force (RIF). Framatome Inc. Columbia, MD / Bethesda, MD

IT Support Specialist June 2010 - March 2024

● Developed and deployed customized batch files for four distinct user groups, enabling remote network drive mapping and secure data retrieval from off-site locations

● Provided technical support and troubleshooting for remote connectivity issues, ensuring uninterrupted access to business-critical data and applications

● Provided desktop support for Dell, Lenovo, and HP laptops across Bethesda and Columbia offices by resolving hardware and MS application issues within SLA, to elevate system performance, productivity, and user experience

● Enabled secure authentication and protected sensitive data by installing advanced P12 security certificates on PCs

● Managed workstation support operations by rectifying HEAT-tracked helpdesk tickets, processing warranty claims, and collaborating with Dell and Lenovo technical teams to sustain operational continuity

● Maintained LAN closet and Cisco VoIP phones via preventive maintenance for stable company-wide communication

● Facilitated seamless onboarding of new hires and timely access to essential tools and resources by configuring workstation systems and offering technical assistance

● Managed Remote PC Queue for North America by prioritizing and troubleshooting remote desktop issues promptly, to reduce user downtime and augment service delivery ATSC, Inc. Fairfax, VA

Senior Systems Analyst December 2007 – June 2010

● Enhanced system stability and user connectivity by troubleshooting Windows XP/7 and network issues, along with integrating computers into the corporate Active Directory domain

● Rendered technical assistance for the Department of Education by implementing agreement modifications to align with evolving operational requirements and increase service quality

● Restored corrupted PC systems by re-imaging workstations with the latest corporate-approved image to attain optimum functionality and decrease operational disruptions

● Maximized device uptime for the Department of Education by maintaining HP printing environments, Dell/Compaq systems, and Blackberry devices through timely repairs and warranty-based part replacements

● Performed IMAC tasks by coordinating with end-users and IT teams for smooth technology transitions and upgrades Additional Experience

COMPUCOM Desktop Support Analyst

● Diagnosed and rectified operating system malfunctions, application errors, and network connectivity problems for uninterrupted business operations and high service availability

● Orchestrated installation and maintenance of desktop and laptop computers, peripherals, and software applications in accordance with company standards and policies

TFE-DIEBOLD Desktop Support Technician, US Department of Education

● Documented technical issues within the ticketing system by updating solution records in the knowledge base

● Identified knowledge gaps and trained end-users on best practices for operating computer systems and applications to upsurge technical proficiency and user confidence Skills

Executive IT Support, System Upgrades, Customer Service, Desktop Support, New Hire System Setup, Testing, Security IT Inventory & Asset Management, Network Configuration, Migrations, User Account Management, Risk Mitigation, RCA Technical Proficiencies

Mobile Devices: Blackberry

Security & Authentication: P12 Security Certificates Operating Systems: Windows XP, Windows 7, Windows 10 Hardware: Desktops & Laptops (Lenovo, HP, Dell), HP Printers Networking & Communication Systems: LAN closet, Cisco VOIP IT Service Management & Ticketing Systems: Remedy Ticket System, HEAT Productivity & Collaboration Software: Skype for Business, Adobe Acrobat Pro, WebEx, Microsoft Office 2010, Microsoft Office 365

Education & Credentials

Certificate in Electronics Technology, Technical Education Center, Rockville, MD CompTIA A+ Certification, CompTIA

U.S. Department of Education Confidential 6C Clearance

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