IT Support Specialist with 20+ Years Experience

Wendell Demby ***** Midsummer Lane, Maryland *****

********@*****.*** • Cell 301-***-****

Recruiters Summary

•I holds experience as a Technical support and in DHCP, TCP/IP, Ethernet, WAP, WAP2 and Hardware repair and software installation and desk side support.

•Experience in computer maintenance repair, Technical Support and training and Network Environment: Wide Area LAN, Local Area Networks, Wireless LAN; Network configuration.

•Expertise in providing Hardware and Software Technical Support experience and Document trouble tickets resolutions for future references.

•Assisting users to connect to VPN having issues connecting remotely and Resolve issues with application software, hardware configurations, and network connectivity.

• Knowledge in Windows 10/11, Windows 7(64Bit), Windows XP, Windows 2000/NT, Area LAN, Local Area Networks, Wireless LAN; Network configuration.

•Used System Center Configuration Manager (SCCM), PXE and Active Directory to install Microsoft Operating System

and assigned Read/Write permissions on laptops and workstations deployed to company personnels

•Setup mobile Devices and iPhone IOS

Summary

Information Technology Specialist with over twenty years of experience providing technical assistance to Colleagues. Demonstrate ability to creatively resolve complex issues within given constraints and creates efficient and effective automation processes and solutions. Integrate computer skills, customer support experience, and related education to exceed technical requirements.

Education

Computer Learning Center, Springfield, Virginia May 1990 – May 1991

Received Computer Electronic Technology Certificate after completing 1300 hours of courses

Knowledge and Skills

Network Environment

•Wide Area LAN, Local Area Networks, Wireless LAN

Operating Systems

•Windows 10, Windows 11, Windows 7(64Bit), MacBook Pro OS

Network Systems

•Novell Netware, Microsoft Network, DHCP, TCP/IP, Ethernet, WAP, WAP2

Applications

•Microsoft - Microsoft Office 365 Suite, Microsoft Office 365/2016, Microsoft Office 2019, Microsoft Outlook

Security

•Norton Antivirus, Trend Micro Antivirus, Symantec Endpoint, C-Cure9000, Indigo Vision CCTV

Collaboration/Ticketing Systems

•Jira, Confluence, CA Helpdesk Manager, Skype, MS Teams, Remedy, Bomgar Remote Assistance, Service Now, New Relic

Software

Information and Content Exchange (ICE), Avaya X-One, WinTV 7

Browsers

Microsoft Edge, Firefox, Google Chrome

Equipment

•MAC Book Pro, HP, IBM and DELL Computers, Laptops and HP Servers and Laser jet printers, All-in One Brothers MFP, Mobile devices Androids and iPhone IOS

Professional Experience

MD-THINK Maryland State Department 05/2023- 06/2025

OSTGLOBAL Inc

Linthicum, Maryland

HelpDesk Analyst Support

•Monitor and Alert New Relic SEV-1 to the appropriate Team for Resolution

•Monitored and alerted the appropriate support teams for resolution on hardware performance issues through New Relic SEV-1

•Assign Jira Ticket to the Specific Department Team to resolve issues

•Created and assigned Jira tickets to designated department teams in the agency.

•Present a weekly report of the Helpdesk Support Team Activity and future Projects to the Technical Support Committee

•Presented weekly reports of the Helpdesk Support Team activity and future projects to the Technical Support Committee

Mastercard Corporation 04/2021- 03/2023

Stefanini Incorporated

Arlington, Virginia

Help Desk Technical Support II

•Provided real-time deskside/desktop technical support to everyday users via phone, chat, or email

•Windows Active Directory user administration (password resets and unlocks)

•Used System Center Configuration Manager (SCCM) to install Microsoft Operating System on laptops deployed to company personnel

•Managed and trained IT technicians to perform front line customer service on technical support issues

•Collaborated with company IT staffs via conference call to discuss trending technical issues to seek a resolution

•Resolved complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I

•Documented trouble tickets resolutions using BMC Remedy/ServiceNow/JIRA

•Inducted new technicians to their IT working environment

•Imaged MacBooks and Windows laptops for deployment throughout the United States

•Organized computer upgrade and deployment to assigned end-users in various locations

•Instructed remote users how to resolve VPN connectivity issues in a timely manner

•Diagnosed and resolved hardware and software computer issues reported by clients

•Established positive relationships with company clients domestic and worldwide

•Supported and configured day-to-day AV systems in multiple conference rooms

United States Postal Service 10/2020- 04/2021

Capitol Heights, Maryland

Mail Handler Assistant/Second Shift

•Interim job due to impact of COVID-19 Pandemic

•Applied time management skills to complete my daily sorting and packaging quota

•Met daily quota even when packages leftover from first shift were added to workload

Federal Reserve Board, Division of Financial Management 03/2014-12/2019

ManTech International Corporation

Fairfax, Virginia

Tier 2 Technical Support

•Provided guidance and problem-solving deskside/desktop support to resolve employees’ technical issues

•Established personnel user accounts and privileges using Windows Active Directory (WAD)

•Created accounts for Active Directory for new employees and contractors

•Peer-reviewed co-workers technical processes for accuracy and quality assurance

•Imaged workstations to employees’ specifications in division departments

•Setup a Building Automation System (BAS) and Closed-Circuit Television (CCTV) systems for Facilities and Law Enforcement division

•Guided non-technical employees experiencing VPN connectivity issues to successfully login to work remotely at the agency

•Supported and configured Audio Video (AV) systems in multiple conference rooms for orientations and staff meetings

•Performed technical research and diagnosis to resolve hardware functional and technical issues

•Set up and deployed iPhones to replace current BlackBerry to iPhone to 1,500 employees

Federal Reserve Board, Distribution Software Services 06/2007-12/2013

Technical Specialties Incorporated

Lanham, Maryland

Hardware Technical Support

•Configured hardware, devices, and software to set up workstations for employees

•Set up new desktop systems and configured laptops for incoming employees

•Resolved issues with application software, hardware configurations, network connectivity

•Documented trouble tickets resolutions for future references

•Upgraded and deployed computers to assigned locations and colleagues on schedule

Omega World Travel 3/2005-6/2007

Fairfax, Virginia

Management Information System Support

•Restaged computer applications to be Windows compliant

•Provided technical assistance to agents via phone and remote

•Managed the performance of workstations within company policy

•Installed and upgraded equipment in new and existing offices

GE Capital Information Technology Service (ITS) 10/1996- 2/2004

Gaithersburg, Maryland

Computer Engineer/Customer Engineer II

•Provided deskside/desktop technical support for colleagues

•Installed workstations and software, and performed diagnostics on workstation peripherals

•Provided technical assistance to IT staff, assisting with network access, printing, and application software operation

•Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions

•Trained new employees on upgraded operating systems and applications

•Supported with relocation and implementation of business offices and support centers

Pulsar Data Systems Incorporated 03/1994 - 10/1996

Lanham, Maryland

Technical Service Administration

•Performed hardware and software support and installation

•Installed and tested new upgrade software releases as requested

•Performed network integration and system test

•Participated in field installations, engineering and customer support

•Managed eight (8) member crew in the Food and Drug Administration computer upgrade

Department of Social Services1992 -1993

Upper Marlboro, Maryland

Backup System Administrator/Internship

•Managed and trained employees in solving computer related problems in a UNIX network environment

•Special projects mapping network cabling

•Installed, configured, and managed department’s network upgrade

•Distributed terminals to employees work areas and setup their user accounts

•Maintained printers and terminals equipment

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