Tier 2/3 IT Support Systems Administrator

JERMAIN PRINCE

**** ****** ****** *****, ******, MD 20707 Phone: 202-***-**** Email: *************@*****.***

Citizenship: U.S. Citizen Veterans’ Preference: None Highest Federal Civilian Grade Held: None

OBJECTIVE

IT Specialist (Information Technology), GS-2210-09/10 — Customer Support and Systems Administration. 20+ years of Tier 2 / Tier 3 enterprise technical support across Windows and macOS environments.

CORE COMPETENCIES (2210)

Tier 2/3 incident diagnosis and resolution; ServiceNow, Remedy, and Track-It ITSM procedures; Active Directory account, security-group, and Group Policy administration; SCCM software distribution and OS imaging; VPN installation and troubleshooting (Citrix, Cisco AnyConnect); TCP/IP, DNS, and DHCP LAN/WAN troubleshooting; wireless access point installation; Cat5/Cat6/fiber patch-panel cabling and network data-port activation; VMware virtualized environments; PowerShell scripting; Windows 7/10/11 and macOS endpoint support; iOS/Android mobile device support; networked printers and multifunction devices (HP, Xerox, Ricoh, Brother, Canon); VOIP systems (Cisco, Avaya); IT asset lifecycle management; knowledge-base and self-help documentation.

WORK EXPERIENCE

Tier 2 / Tier 3 Technical Support Specialist

FedEx Washington, DC

February 2025 – March 2026 40 hours per week Salary: $30/hr+ (approx.)

Supervisor: Do not contact Phone: N/A May we contact: No

Diagnosed and resolved complex hardware, software, and network connectivity issues for enterprise users on Windows 10 and macOS.

Installed, configured, and troubleshot VPN clients (Citrix, Cisco AnyConnect) providing secure remote access for a distributed workforce.

Resolved LAN/WAN connectivity issues using TCP/IP, DNS, and DHCP for remote and onsite users.

Administered Active Directory user/computer accounts, security groups, and access permissions; configured VMware virtualized environments.

Documented, tracked, and resolved incidents in ServiceNow in accordance with IT service management procedures.

Tier 2 / Tier 3 Technical Support Specialist

Washington Suburban Sanitary Commission (WSSC) Laurel, MD

February 2024 – December 2024 40 hours per week Salary: $30/hr+ (approx.)

Supervisor: Do not contact Phone: N/A May we contact: No

Installed and configured wireless access points and terminated patch-panel cabling supporting enterprise LAN connectivity.

Managed full-lifecycle IT asset deployment and inventory (computers, monitors, VOIP phones, wireless devices).

Deployed software remotely and modified user accounts via Active Directory and SCCM; maintained 5-star customer satisfaction across concurrent deployment projects.

Technical Support Specialist (Remote)

Tata Consultancy Services (TCS) Rockville, MD

March 2023 – October 2023 40 hours per week Salary: $30/hr+ (approx.)

Supervisor: Do not contact Phone: N/A May we contact: No

Provided remote Tier 2 support for Microsoft 365, Google Workspace, and browser-based enterprise applications.

Troubleshot VPN connectivity and email configuration via remote desktop tools; escalated complex issues to Tier 3 teams.

Tier 2 / Tier 3 Technical Support Technician

Verizon Silver Spring, MD

May 2019 – November 2021 40 hours per week Salary: $30/hr+ (approx.)

Supervisor: Do not contact Phone: N/A May we contact: No

Delivered remote Tier 2/3 hardware, software, and network troubleshooting for a large distributed workforce.

Administered Active Directory accounts and credentials; supported Webex, Jabber, Slack, and BlueJeans collaboration platforms; authored knowledge-base articles.

Helpdesk / Desktop Support Analyst

NeighborWorks America Washington, DC

September 2018 – February 2019 40 hours per week Salary: $30/hr+ (approx.)

Supervisor: Do not contact Phone: N/A May we contact: No

Executed enterprise Windows 7-to-10 laptop lifecycle migration; distributed software and verified Group Policy compliance via SCCM; used PowerShell for system configuration.

Sr. Specialist, IT Administration (ITA)

T-Mobile Beltsville, MD

December 2012 – March 2018 40 hours per week Salary: $30/hr+ (approx.)

Supervisor: Do not contact Phone: N/A May we contact: No

Performed OS imaging via SCCM; activated network data ports and managed patch panels; resolved tickets in Remedy and ServiceNow.

Delivered white-glove VIP executive support; administered iOS/Android mobile devices and enterprise print infrastructure.

EARLIER EXPERIENCE

Service Desk Technician, National Labor Relations Board (via Catapult Technologies), Washington, DC (2011–2012); Deployment Technician, Dell (2011); Helpdesk/Deskside Support Technician, Paul Public Charter School, Washington, DC (2010–2011); Helpdesk/Desktop Support Specialist, The Washington Home (via Infostructures Inc) (2009–2010); IT Support Specialist, Estech (2005–2008). All roles 40 hours per week.

EDUCATION

Bachelor of Science, Computer Information Systems — North Carolina Wesleyan College, Rocky Mount, NC (2005).

CERTIFICATIONS

CompTIA A+ Certification — InfoTech Training Institute, Silver Spring, MD (2005).

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