TierII Tech

Jonathan Norman

Home: Cell : * 240-***-****

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

Address**** ******* ******,

Temple Hills Maryland, 20748

SUMMARY

Experienced in both intelligence and Information Technology (IT).I’ am particularly skilled in providing high-level information security assessments with proven results. Moreover, a progressively proficient help desk support technician for Andrews Air Force Base, The World Bank as well as the Pentagon and the Department of State. Technically skilled in Windows NT, Windows 2000/2003, and Windows XP and Vista. Create-move- move accounts to other OUs. Disable accounts in class and un-class AD programs. SMS to remote to individuals PCs to troubleshoot issue.Tests and evaluates software and hardware products in order to determine applicability and value to agency operations.

EXPERIENCE

WMATA (metro) (02/2011 present)

Active Directory

Password reset

Unlock accounts

VPN

Assist user to connect to the Network from home or TDY

Net Meeting, standard remote-access tools.

PeopleSoft

Maximo – unblock user account, reset password,

Install/map network and local printers via Remote Desktop and NetMeeting, Updating Malware bytes (anti-malware) for users Pc,

Outlook

Assisting user with their archiving, pst files to send and receive emails, Installing software that individuals need to complete their jobs, respond to trouble ticket via emails,

Array Information Technology

Systems Administrator Contractor for Dept. of State (8/2009 7/2010)

Working as a sys admin, I perform duties within the Group Policy in part controls what users can and can't do on a computer system:

• Create-move- move accounts to other OUs

• Disable accounts in class and un-class AD programs.

• I use a ticket system Remedy to create requests for individuals that are having issue with BB and FOBs,

• Network Accounts and Cable Xpress.

• Though the work week I also use SMS to remote to individuals PCs to troubleshoot issue, they may have.

TKC Technology Solutions (1/2008 -08/2009)

SR. IT Specialist II Contractor for DSS

• Train and task five IT support members with the everyday duties that require the helpdesk to run effetely.

• Responds to inquiries and requests for assistance with the organization's computer systems or PCs.

• Provide full user support for agency's standard desktop application software in order to meet user/agency needs.

• Performed troubleshooting and fault isolation on PCs, or related system components in simple configurations in order to maintain system availability.

• Tests and evaluates software and hardware products in order to determine applicability and value to agency operations.

• Supported 1500 users locally and remotely (SMS) with laptop and desktops, network and local printers, hardware, and network troubleshooting.

• Software installation of Remedy, SMS 2003, Microsoft suite, MS project, Adobe 8.0, McAfee

• Ghosted and images on Laptops and Desktops

• Full disk encryption using Wave Systems Corps

Department of State (IRM) (09/2007-1/2008)

Support Desk Technician Contractor for Dept. of State

I support over 17 thousand clients PCs are maintained and operational through remote access and knowledge of the MS suites.

Mapping network drives as needed.

I work closely with departmental IT staff and end user to ensure seamless deployment process, satisfaction and the usability with all aspects of new.

locate restored files installing network printers and setting default printer

I also tracked/create/close all tickets via UTT System with very little Supervision.

(SMS) and first level telephonic problem resolution.

Enable and disable users account & OUs

Reset password for various programs.

Department of State (ILMS) (09/2006-09/2007)

Support Desk Technician Contractor for Dept. of State

Work with current functional leads to transition knowledge for specific applications. Applications include: PD, Distribution, Asset Management, Ariba and Status Tracking.

• Working with the Production Support team to identify and resolve Production SIRs.

• Interface between the customer support desk team and the customers, users, and ILMS tier 3 support.

• Provide support to all customers that request service from the Customer Support Team.

• Log all Customer Support Desk communication (phone calls or emails) within the Dept of State

Universal Trouble Ticketing System (UTT)

. Ensure all assigned trouble tickets are acknowledged and timely feedback is provided to the customer.

• Participate in all Customer Support Desk training related to additional ILMS modules.

• Complete updates as necessary to the various ILMS Job Aids to ensure correct information is communicated to the customers

• Provide support to team members that request assistance from the Functional Leads on specified applications:

. Asset Management: used for inventory of Assets..

- Motor Vehicle. Used by the oversea users for inventory as well.. MV is under AM

-Transportation: Used by travel Managers to enter Travelers information + more

- Momentum- works with Ariba for financial procurements, bidding and paying of vendors

- Distribution......... can't remember what this does

- Status Tracking ---- for tracking Purchase requests and Assets

Pentagon Force Protection Agency (PFPA) (08/2005-09/2006)

Help Desk Technician TierII/Shift Supervisor

Contractor for the Pentagon

Ensure PFPA’s critical life-safety networks are maintained and operational through remote access (SMS) and first level telephonic problem resolution.

Interact with users customers to identify their needs and requirements.

Classify the level, priority, and nature of various problems.

Develop possible solutions to meet user’s needs and instruct users them of possible resolutions.

Experience with automated help desk management systems:

o Open, track, and close trouble tickets.

o Ensure problem ownership and resolution.

o Promote end-user satisfaction through customer surveys.

o Install, configure and troubleshoot OS systems

o Maintain printers to include replacing toner, installing maintenance kits, adding to client machines, etc.

o Install and troubleshoot hardware to include hard drives, floppy drives, CD r/RW drives, and memory, zip drives, video, network, and sound cards, monitors, modems.etc.

o Map network drives.

o Troubleshoot network connectivity issues.

BAE SYSTEMS (02/2005-08/2005)

Desktop Support Technician

Support over 1000 users at BAE systems.

I have installed drivers for applications and printer, troubleshoot the users problems in Lotus Notes, MS office 2000/XP applications using CA UniCenter

I configure laptop through Citix and via registry key. I also copied data in the archive note for users to use in other locations in BAE.

I unlock users account and reset their password. I have some experience configuring Black Berries, and restoring users Lotus Notes ID to their profile, walked users through security configurations to log onto a separate web site to log onto their VPNs.

I also tracked/create/close all tickets via CA UniCenter with very little Supervision.

The World Bank (02/2004-02/2005)

Computer Technician/Lead Field Technician

Installed, repaired, and configured various hardware components and software applications:

Anticipated problems and provided technical support and preventive maintenance ensuring a timely resolution.

Employed automated diagnostic programs to investigate and correct repetitive problems. I have assumed increasing responsibility of one of the largest deployments at the World Bank with a team of five technicians. I have preformed and trained my technicians to

Prepare PCs and Laptops for end user

Installed operating system using Symantec Ghost

Joined Active directory Domain-Installed SMS packaged applications

Installed and configured non packaged applications as needed. I have backed up data from retiring machine using external hard drives.

Removed retiring equipment and set up new machine and any accessories per end user specifications

Restored data to new machine and verified data integrity

Connect and configured any required docking devices or peripherals as needed.

I assisted end users with hardware and software migration

Initial Lotus Notes setup and configuration as needed operation system overview highlighting differences between Windows 2000 and Windows XP Professional

Locating restored files installing network printers and setting default printer

Mapping network drives as needed. I work closely with departmental IT staff and end user to ensure seamless deployment process, satisfaction and the usability with all aspects of new computing environment.

Andrew Airforce Base (03/2002-02/2004)

LAN Administrator

Supported globally oriented, mission-critical computers:

Ensured data integrity by performing scheduled system backups while applying data storage technology.

Performed routine tasks to maintain computer equipment and their peripherals.

Installed network hardware and software such as card readers scan jets portable CD burners.

The ACES programs, DFAS, INFOCONNECT MAPPER Systems.

PKI

Ghosting and updating to windows 2000 via CD or network server.

Ordering any hardware or software needed.

• Train and task five IT support members with the everyday duties that require the helpdesk to run effetely.

• Responds to inquiries and requests for assistance with the organization's computer systems or PCs.

• Provide full user support for agency's standard desktop application software in order to meet user/agency needs.

• Performed troubleshooting and fault isolation on PCs, or related system components in simple configurations in order to maintain system availability.

• Tests and evaluates software and hardware products in order to determine applicability and value to agency operations.

• Supported 1500 users locally and remotely (SMS) with laptop and desktops, network and local printers, hardware, and network troubleshooting.

• Software installation of Remedy, SMS 2003, Microsoft suite, MS project, Adobe 8.0, McAfee

• Ghosted and images on Laptops and Desktops

• Full disk encryption using Wave Systems Corps

Minority Access (05/2001-03/2002)

Office Assistant

Arranging memorandums and correspondence for staff members and outside agencies as required. Interact with other offices and Universities staff members to coordinated conferences. I Use the Internet to extract information.

Logging in mail.

Directing/transferring calls

Faxing documents to assure materials are received. I also maintain a library of information in accordance with the division needs.

Radiation Physics (05/2001-03/2002)

Night Administrator

I verified information to assemble the workday for the technicians.

Created, researched, and updated patients records

Created new patient accounts, answered-incoming calls pulled files and scheduled appointments using the CBSI/WINDOWS environment

Printed and faxed doctor reports to various care centers.

I processed films and delivered prints to doctors’ offices and called in report.

EDUCATION

STRAYER UNIVERSITY Pursuing Bachelor’s degree in Information Systems Management

Pursuing Microsoft Certified Professional certification

Technical Skills/Knowledge

Microsoft Windows NT/2000/XP

Active Directory

Symantic Ghost

Microsoft Office: Word, Excel, PowerPoint, Access, Outlook

Typist: 65 WPM

Automated Ticket Tracking Systems: Peregrine, Unicenter, Remedy,

CERTIFICATION

DELL FOUNDATION 2005

1. Latitude 2005

2. Inspiron 2005

3. Dell associate Server v7.0

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