FDA IT Installation Technician

Solomon Woldekidan

Installation Technician

Labor Category Highlights

Current Open Technology Group (OTG) employees with active FDA clearance.

** ***** ** *****-** experience supporting the U.S. Food and Drug Administration (FDA), including the Office of the Commissioner and the Office of Information Management and Technology (OMITS/OITO/DCITLS) in Silver Spring, Maryland.

Support FDA IT operations serving more than 8,000 employees across FDA networks.

Provide Tier I and Tier II technical support and incident resolution for hardware, software, applications, and end-user issues.

Handle incoming work orders, emails, and phone calls while providing responsive technical support to FDA customers.

Assist users with account setup, data backups, desktop and laptop configuration, and general computer support.

Support IT systems and business automation efforts designed to improve operational efficiency.

Use ServiceNow and other help desk ticketing systems, Excel spreadsheets, and various databases to document, track, and resolve technical issues.

Prepare and deliver written weekly reports to supervisors.

Apply strong technical knowledge, customer service skills, and professional work ethics in demanding, fast-paced environments.

Demonstrate leadership, reliability, and the ability to support complex technical projects while maintaining a high level of customer service.

Technical Training & Certifications

CompTIA A+

Microsoft Technology Associate (MTA) Certification

Bachelor of Arts in Information Systems (Cybersecurity), University of the Potomac, Washington, DC — August 2012

Project Manager Certification, University of the Potomac, Washington, DC — June 2009

Key Knowledge, Skills & Abilities

Operating Systems: Windows 11, Windows 10, Windows 7, Windows Vista, Windows XP, Windows 98/2000, Ubuntu

Software & Applications: Microsoft Office Suite 2007/2010/2013 (Access, Excel, PowerPoint, Word), ServiceNow ticketing system

Hardware & Networking: HP and Dell desktops and laptops, HP printers, network cabling, connectivity troubleshooting

Technical Support: Laptop and desktop installation and configuration, software installation, hardware refreshes, data migration, network drive configuration, and end-user support

Work Experience

Open Technology Group — Herndon, VA

New Hire Installer U.S. Food and Drug Administration (FDA) Support

September 2016 – Present

Install and configure laptops, desktops, software, and applications for FDA users.

Perform data transfers and hardware refreshes from existing laptops to replacement devices.

Install, configure, and reset Check Point software for users.

Configure network drives and migrate drive mappings from old to new computers.

Install and configure Cisco IP Communicator, Firefox, Internet Explorer, and Google Chrome.

Enable and remove computer network accounts in Active Directory.