Technical Support Specialist

André Luigie Arrington, Sr.

**** ******** ******* **** ******** Heights,Md 20747

202-***-****(C)

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

OBJECTIVE Use over 25-years of proven IT troubleshooting and customer service skills in a helpdesk\deskside support position.

EXPERIENCE

vTech Solution Inc, Helpdesk Specialist, Washington, DC July 2019 - Present

As part of the OCFO technology team, I provide I.T. support to OCFO enterprise customers by responding to requests received via telephone/email/ZenDesk. Duties include: rendering remote and on-site assistance; troubleshooting, resolving and /or escalating requests for resolution. Becoming familiar with OCFO proprietary applications, Microsoft Office 2016/O365 and Windows 10/7 platforms. Also, responsible for daily call center tasks such as imaging desktops/laptops. Also required to inventory, configure and deploy telecom devices, desktop computers, laptop computers and tablets.

Prime Technical Services, Technical Support Specialist, Washington, DC Dec 2017 – May 2018

Responsible for Level 2 support of the Tip O’neill building. Perform troubleshooting on both hardware and software. Responsible for troubleshooting network connectivity as well as iPhone configuration and troubleshooting. Perform password resets and account unlocks using Active Directory. Responsible for managing tickets in Remedy ticketing system.

Staples Inc, Easy Tech Sales Associate, Washington, DC July 2016 – Feb 2018

Responsible for selling and advising customers about Business Machines and Services that Staples offers: from Computers, Tablets, Printers, Software & Tech Services such as computer repair, data back-up and set up including ON-Site services in their Home or Office. Duties also include merchandising, stocking and an upbeat, outgoing personality

Independent Contractor, DC, Maryland and Virginia Apr 2014 - Current

Responsible for virus removals and hardware, software and operating system (HW/SW/OS) troubleshooting, and configuration. Wireless network troubleshooting and configuration of all in-house devices including Android and Apple devices. Remote Desktop support using TeamViewer.

Partners in IT, Technical Support Specialist, Rockville, MD June 2012-Mar 2014

Responsible for level 2 technical support of Lotus Notes in a mixed Windows XP/7 environment. Responsible for troubleshooting network connectivity. Responsible for updating tickets in the Remedy call tracking system. Responsible for minor network administration using Active Directory. Responsible for monitoring daily tape back-ups and securing newly created tapes. Responsible for completed iMAC requests in a timely manner. Responsible for XP to Windows 7 migration.

General Services Administration, Helpdesk Analyst, Washington, DC Jan 2005-Apr 2010

Worked for various government contractors at the GSA, responsible for level 2 technical support, Dell desktop\laptop upgrades, software upgrades (both COTS and GOTS) and hardware troubleshooting. Responsible for: supporting off-site users, MAC OS X troubleshooting, loading images from the image server using Norton Ghost, Lotus Notes installation\troubleshooting in Windows XP/7 environment. Responsible for updating tickets on the Unicenter call tracking system on a daily basis and maintaining Microsoft Access inventory database for tracking all computer equipment. Responsible for completed iMAC requests in a timely manner. Responsible for XP to Windows 7 migration.

IBM, Helpdesk Analyst 2, Fairfax, Virginia Mar 2004-Nov 2004

Responsible for troubleshooting all IBM laptops/desktops in a Windows 2000/XP environment.

Department of Housing and Urban Development, Helpdesk Analyst, Washington, DC Oct 2003-Dec 2003

Worked for various government contractors, responsible for receiving\logging\troubleshooting all PC HW/SW calls from government employees and contractors across the country into the S.T.A.R.S. helpdesk call tracking system.

American Institute for Research, Helpdesk Analyst, Washington, DC Dec 2002-Jan 2003

Responsible for Windows 2000 upgrades, user software support, basic Novell 4.x Administration Network Operating Systems

(Novell 4.x, Windows 2000, Windows 98).

Kaiser Permanente, Helpdesk Analyst, Silver Spring, Maryland May 1998-Dec 2001

Responsible for receiving and logging all PC HW/SW calls from several regions across the country into the Vantive helpdesk call tracking system. Performed basic Network Administration i.e. password resets, purging print jobs, and unlocking medical records.

Price Waterhouse, Boeing, Aerotek, PC Consultant, Washington, DC and Virginia Sept 1995-May 1998

EXPERIENCE-(continued)

U.S. Department of Agriculture, Computer Specialist, Washington, DC Dec 1988-June 1995

EDUCATION

ASM Educational Center, A+, NET+, SECURITY+, Rockville, MD (A+ Certified) 2016

Seicor Corporation, Fiber Optic Cabling Specialist, New Orleans, LA 1994

USDA Graduate School, IT Certificate Completions, Washington, DC 1988-1994

William McKinley High School, Diploma, Washington, DC 1988

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