IT Support & Asset Provisioning Specialist

Jeremy A. Fletcher

**** ******* *** #***, **** Washington, MD 20744

Phone: 301-***-****

Email: ****************@*****.***

EDUCATION:

*Graduated from Largo High School, Largo MD – 2012

*Training and certifications in IT Security Awareness, Data and Records Management, Food Safety and Regulation, Warehouse Equipment Safety and Use, Osha Warehouse Regulation Safety, Sexual Harassment Awareness, and Forklift use.

*Licenses: Maryland driver’s and Pallet Jack Equipment

EXPERIENCE:

Aug 2021 - Oct 2024 Evolver Inc. - The World Bank - Washington, DC PC Provisioning Manager/ Lead Technician Support Analyst

As a PC Provisioning Manager/ Lead Technical Support Analyst my duty was to assist the support team with assigned computers due for application, equipment, RFID and servers updates for the entire World Bank Group Company. I ensured thats team members were able to complete work loads in the designated offices assigned by me. I utilized the Microsoft office to organize and create spreadsheets for incoming team members to easily track all information in designated workspaces. I also resolved manager and team member requests in a timely fashion to meet project deadlines and goals of over 3,000 hardware and software updates and RFID tracking scanners into the system. Addition tasks consisted of,

*Installing company computer image, following instructions provided

*Deliver and install provisioned equipment at user location, and perform basic installation and troubleshooting when required

*Ensure Service Level Agreement is maintained when providing service to clients

*Provide events and rental support by coordinating with clients, deliver and install equipment at requested location, and perform basic troubleshooting

*Ensure that the asset information for all provisioned equipment is updated in Remedy/PCIM

*Oversee equipment inventory and inform company Team Lead stock projections to allow time to purchase

*Follow established and tested process and procedures provided by the company Team Lead

*Validate installation through defined quality assurance procedures

*Ship PC equipment to country offices when required

*Fill-in, review, and turn-in tracking documents on a daily/weekly basis

*Ensure work environment is maintained (clean, organized, and safe)

*Assist PCP Coordinator in providing weekly statistics for company Team Lead on a regular basis or on demand

*Utilized Windows Vista / Win-7 PC Imaging and staging

*Provided asset management

Oct 2018 - Aug 2021 Evolver Inc. - Patent and Trademark Office (PTO) Contractor - Arlington, VA

Computer Technician/Help Desk tier II

As a Technician for PTO my job was to assist customers with user support and customer service for computers, applications, and servers. I answered incoming calls, tracked all information in a ticketing system, and resolved Level 1 & 2 requests in a timely fashion. Also I,

*Diagnosed, repaired, and troubleshoot laptops, desktops and workstations. Installed network drivers and Windows 7 ultimate on PTO network. Ran memory test and installed OS operating systems. Analyze memory size and change ram if defective.

*Performed hard drive and RAM swipes with HP 8540W, 8560W/70W, ZBook15. Ran address, walk, noise, march, read, and write test.

*Analyzed processor speed test and ran CMOS Pandom data pattern test. I performed an RTC refresh timer test, extended video memory test. I have trouble shoot ticket experience/ticket request resolution. I also created Admin and user accounts.

Sept 2014 – Sept 2018 - Library of Congress - Federal Government - Washington, DC

Materials Handler

*Collected inventory and data on high priced merchandise such as historical books, documents, cassettes, cd's, office equipment etc. Filed away important documents for customer orders and inventory data. Maintained records of electronic goods to be donated to Unicor. Supported customers with orders and inventory for their logistic needs.

*Operated the inventory tracking system Intelli-track to add and remove locations, product and goods into and out of the system. Coordinated phone calls from supervisors, customers, vendors, and employees.

*Received and inventory packaged boxes and quality goods from ground carriers such as Fed Ex, USPS, UPS etc. to be shipped to downtown facility. Checked and reviewed emails for important updates and information in the Library of Congress.

*Loaded and unloaded pallets of carpet, office chairs, furniture, and high value electronics. Palletized and shrink wrapped pallets of inventory to be shipped downtown. Operated riding forklifts, pallets jacks, and cherry pickers.

May 2013 – September 2014 - Collington Services, LLC - HBC Variety Warehouse - Landover, MD - Receiving Office Clerk/ Warehouse Selector

*Greeted incoming truck drivers and directed them to proper loading bay. Entered purchase order receipts into computer system and print receiving tags for use by receivers. Contacted carrier representatives to make arrangements and to issue instructions for delivery of materials.

*Conferred and corresponded with customers, vendors, and others to rectify problems, such as damages, shortages, and non-conformance to specifications. Answered the company telephones and coordinated necessary business information and/or messages. Quality checked all produce reports and documents to ensure there were no errors.

*Selected merchandise for shipment and stacked pallets neatly by using a pallet jack. Corrected label product so that label can be seen on the outside of the pallet and used an order sheet to locate individual items inside warehouse.

*Carried out pre-shift checks of equipment and performed vehicle safety inspections visually and operationally. Reported any malfunctioning vehicles to shift supervisor or maintenance staff.

*Broke down and restack merchandise from pallets during random audits and verified quantity and quality of the products. Ensured warehouse items were pickup accurately and safely to prevent damage.

*Informed supervisor of any product shortages and warehouse errors and maintained a sanitary, safe and clean work environment by keeping shelves, pallet area, and workstations neat; maintaining clean shipping supply area; complying with procedures, rules, and regulations.

*Maintained technical knowledge by attending meetings and reviewing publications and maintained quality service by following organization standards.

August 2012 - May 2013 - Target - Overnight Logistics/Trailer Unload - Merrifield, VA

*Packed, unpacked, scanned, labeled, item for loading and unloading warehouse trucks. Stocked, retrieved, and audited warehouse items with speed and accuracy. Lifted and stacked boxes onto shelves and pallets using a hand jack to move pallets.

*Performed other duties as assigned, rotated to other departments/buildings and worked extended hours, as needed. Maintained a clean and orderly work environment.

Skills:

Operating Systems: Windows 7; MS Windows Vista, XP; MS Windows Server 2003, iOS Intelli-Track Inventory System

Software Applications: MS Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word); USB reimaging; installing drivers.

Hardware: Dell & HP desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports).

Operate baler trash compactor, High volume working facility, Move/lift heavy objects, Climb vertical ladders, Work at heights, Use of common hand and power tools.

Skills: Clerical skills; data entry; customer service support (both on the phone and in person); leadership experience: small equipment handling

Strong knowledge of troubleshooting PC Operating System and Hardware issues

Ability to install a client’s standard/core software packages and new releases of these packages as instructed in written guidelines

Ability to follow instructions

Capacity to assume increasing responsibility

Ability to work effectively in a team environment

Excellent verbal and written communications skills

Excellent administrative skills: organized, efficient, detail oriented, and versatile

Excellent customer service approach to dealing with people at all levels

Exhibit pleasant, professional, and courteous workplace etiquette

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