IT Support Supervisor & Armed Transportation Officer

*** ****** ****

Cherry Hill, NJ *****

Cell Telephone 856-***-****

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

Nathan L. McCall

Profile: Results-driven supervisor and technology professional with proven experience leading and coaching a 27 member team in high-stakes, compliance driven environments while ensuring operational excellence and safety. Technically adept IT support specialist with hands on expertise in Microsoft Intune, Office 365 Admin Center, and TeamViewer to manage remote devices, secure user access, and resolve issues efficiently. Recognized for strong customer service and communication skills, bridging technical solutions with user needs while maintaining professionalism under pressure and driving continuous improvement.

Operating Systems and Software:

•MAC OSX Snow Leopard - OS Tahoe

• Adobe Photoshop

•Outlook 98-2010 Norton Ghost Enterprise

•SQL Server 2008

•Microsoft 365 Admin Center

•Microsoft Intune

•Windows 11

Hardware: Installation and maintenance of HP PCs and compatibles, Lenovo ThinkPads, Toshiba and HP notebooks, Dell Latitudes, Ethernet Network Interface Cards, Intel Network Interface Cards, Hubs, routers, switches, and installation of Servers for Local Area Networks and Wide Area Networks.

Education: THE CHUBB INSTITUTE, Springfield, PA June 1997

Diploma in Computer Technical Support

Certifications:

ITIL Foundation Certificate in IT Service Management

Work

History:

Armed Transportation Officer:

Paragon Professional Services

January 3rd 2025, to Current

Trained and qualified all Armed Transportation personnel in line with the requirements and standards of the Department of Homeland Security, and maintained equipment, ensuring it functioned at 100 percent efficiency as required.

Also serving as an armed transportation officer transporting detainees for the Department of Homeland Security, Transporting individuals to court or transport the individual/ Individuals safely from one correctional facility to another. My responsibility was the safety of my charges as I transported them from one designated appointment to another dealing with various law enforcement groups and departments.

Site Supervisor Paragon Professional Services

May 3rd, 2024 to January 3rd 2025

Supervised 27 Armed Transportation contract officers for the Department of Homeland Security. Scheduling and performing logistics for the transportation process of various individuals from one location to another, as directed by scheduled requests. Interact with multiple law enforcement entities as my team performed its duties. Some of my tasks included scheduling shifts for my team, counseling/coaching employees as needed, approving vacation and/or leave requests, and overall managing the team on an on-call 24/7 basis.

Technology

Provident Technology, March 2023 to December 2023

Senior Support Technician remotely supporting various clients and visiting their locations when needed. support of Dell desktops and laptops. Supported the network onsite by replacing wiring, switches, and routers. Imaging of laptops and desktops, providing cybersecurity tasks, and managing user accounts for various companies as a managed support services technician

American Water: Client Technology Support Analyst

October 12, 2015 - 2023

Second and Third Level Support for Dell Desktops and Laptops; supported the Network on-site with wiring and switch, and router replacements. Support of Audio and Video Conferencing equipment, support of Crestron Equipment, VIP Support for the Executive Leadership Team at American Water’s Corporate Location in Voorhees, NJ. Support for Mobile Technologies such as Apple iPads, iPhones, Android smartphones, and Android Tablets for use on the American Water Network and configuration for corporate email. Configuration and support for Toughpads and Toughbooks for field workers. Proficient with McAfee ePolicy Orchestrator and McAfee Endpoint Encryption.

NJM Insurance Group: Help Desk Analyst

April 14, 2014 – August 10, 2015

Functioning as an experienced customer service oriented Help Desk Analyst supporting Internal and external clients via telephone and email to create help desk tickets within the Prolin support desk ticketing software, employing various tools such as System Center Configuration Manager (SCCM) to remotely support client’s PC’s on the network, Remotely Mapping Network Printers, performing remote maintenance of PC’s, Laptops and MAC’s, supporting the Microsoft outlook 9email Client application. Performing maintenance within the Microsoft Office suite, supporting and troubleshooting issues within applications native to the NJM environment, using Active Directory to reset and unlock user accounts, resetting user accounts within the Mainframe environment, supporting remote access clients with soft or hard tokens, and, applying temporary passwords when applicable. Supported VPN Connectivity and Citrix access for MAC and PC’s as well.

The Vanguard Group: Help desk Analyst

December 14, 2012 – April 10th 2014

Functioning as an experienced customer service oriented Help desk Analyst supporting National and International internal clients via telephone and email to create help desk tickets within the Service Manager support desk ticketing software, employing various tools such as System Center Configuration Manager to remotely support clients PC’s on the Wan (Wide Area Network), Installation and reinstallation of software remotely, Remotely Mapping Network Printers, Performing remote maintenance of PC’s and Laptops, supporting lotus Notes application and performing maintenance within Lotus Notes 8x, supporting and troubleshooting issues within applications native to the Vanguard environment, Using Active Directory to reset and unlock user accounts, Reset user accounts within Unix environment, Reset User accounts within Mainframe environment, RUMBA terminal emulator application knowledge, Use of VMware and Citrix to support clients, Supported remote access clients with soft or hard tokens, reset tokens applied temporary password when applicable.

Premier Prizm Solutions: Helpdesk Supervisor

April 4, 2011 – December 14, 2012

Helpdesk Supervisor at Premier Prizm Solutions, supporting in-house software via telephone and email for internal/external clients, using remote control tools to install software and shadow users to identify potential issues. Support for remote users on Citrix and other VPN connections via Telephone. Desktop support of clients, troubleshooting hardware/software and network connectivity issues, querying databases to gather data for clients, using Footprints Helpdesk ticketing software, and documentation of steps taken during troubleshooting of work trouble tickets. Run reports via Footprints software documenting ticket count for daily, weekly,and monthly stats. Creation of users in Active Directory, assigning user rights to user groups, and resetting of user passwords. Worked in cooperation with Network Administrators and Network Engineers to roll out new technology, assign tasks and projects to helpdesk team members, and provided general oversight of help desk operations.

Open Systems: ARI Help Desk Analyst

December 7, 2010, to April 1st 2011

Telephone Support of internal and external users for the use of the ARI in-house created software, troubleshoot and solve various issues connected with the use of the company software. Addition and deletion of users, assigning individual user privileges, as well as global rights and restrictions for external users based on client needs. Telephone Support of Internet Explorer 6-8 users as pertaining to the connectivity and usage for ARI company software. Documentation of errors, problems, requests and problem solutions within the ARI fleet track program which was used as our ticket tracking system.

Yoh IT: Solutions@AstraZeneca international Pharmaceutical/Desktop Support/Migration deployment Technician

June 2009 to January 4, 2010

Migration from Windows 2000 to Windows Vista with Office 2007 Pro

Perform data recoveries, group policy updates at desk side. Support of Microsoft Office 2007 suite;

Support of Outlook 2007; Installation and support of Lenovo Desktops and Laptops;

Installation of docking stations for Lenovo standard Laptop and tablet PC’s; trouble shoot network connectivity issues. Desk side Customer support and VIP support after deployment of new hardware and software in various national/ international locations for Astra Zeneca Pharmaceuticals.

IBM/CDI@Johnson & Johnson/Desktop Support-Imaging Technician/Radnor, PA

April, 2009 – June, 2009 (Contract Position)

Build, configure, and troubleshoot various types of Lenovo Think Pad Laptops and Lenovo Desktops

Backup and restore PST (Personal Folders) files, identify Outlook synchronization issues and make the necessary repairs

Use Microsoft's USMT (User State Migration Tool) tool to migrate end-users from Windows 2000 Professional to Windows XP Professional and Windows Vista Enterprise

When necessary, replace depreciated and broken hardware using appropriate Asset Management tools

Provide accurate documentation of user information and all errors during the migration.

Field Support Technician September 2008 – April 2009

Pomeroy IT Solutions (Contract Position)

Participated in rollout of HP Desktop PC’s as a contract Installation/Support Technician, drilled holes to run cables and connected units to the existing network. Performed trouble shooting of software and network connectivity problems and interacted with end users as an educator for new equipment and software.

Desktop Support Technician September 2000 – April 2009

ETHW Training Center

Installation and setup of Desktop PC’s and Laptops for networked environment, telephone and desk side Support on Windows Millennium, XP, and Vista desktop and notebook computers in a networked environment, implementation of new technology such as Handheld PC’s, PDA’s and smart phones, blackberry phones, in focus machines, video and audio equipment connecting wireless networked technology.

AAA Mid-Atlantic August 1998- Sept 2000

Field Service Engineer

Installation and support of Windows NT 4.0 and Windows 2000 Workstation machines,

Support of multiple types of Network issues such as connectivity problems and or hardware issues,

Installation of Windows NT Servers, Support of Windows 95, 98, 2000, Millennium Desktop and Laptops. Software support of MS Office 95, 97, and 2000 professional Suites also traveled to remote sites to do routine maintenance on 95,98 and also NT 4.0 Desktop Machines, Installation of fiber optic cables, and installation of CAT 5 Cables. Detailed reports are generated daily on equipment performance and problems, along with their remedies.

Support and installation of laptop computers, configuration for wireless and hardwired network environments, imaging and rollouts of Desktop units using Norton Ghost Enterprise Software.

Smart Aim Corporation June 1997-July 1998 at Company closure

Senior Network Support Technician

Replacement of hardware and troubleshooting of software in a Windows NT wireless networked environment.

Maintain Windows NT 4.0 Server and Windows NT 4.0 Workstation machines.

Trained Technicians, acted as 1st and 2nd level support for sales reps.

Wrote detailed reports daily on equipment performance and problems along with their remedies,

Troubleshoot and repair laptop computers, configure for a wireless NT environment.

Community Engagement & Leadership

Senior Pastor of End Time Harvest Church:

May 1999 - Current

Responsibilities include: Managing operational budget for End Time Harvest Church

Preparation of teaching materials for the congregation weekly, Counseling of Married couples, Pre-Marital counseling,

Family Counseling, Behavioral and Substance Abuse Counseling, Life Coaching, and Career Counseling.

Developed Training Courses for Ministerial training.

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