IT Support Specialist II Resume Example

• Provide technical support to 1.1k Federal Bureau of Investigation Terrorist Screening Center users utulizing 4.7k systems primarily in area of front-end devices and maintain users' satisfaction with their IT working environment
• Selected as Emergency Response Group member; Responsible for continuing operations of the Terrorist Screening Center combating COVID-19 national emergency from COOP site ensuring success of no-fail mission continutation permitting safety of the United States of America
• Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections where required
• Installs, assembles and configures computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pulls cables and rewires or directs rewiring of cables as required for new installations and office reconfiguration
• Creates user network accounts to include Active Directory, Outlook, and Skype accounts
• Installing, Configuring, and Managing Windows 10 Operating System on multiple classified enclavesAssists in delivery of services as it relates to installation, configuration and troubleshooting of computer systems, printers and network connectivity
• Provides time-sensitive support to executive-level, management and customers in resolving technical issuesProviding advanced technical troubleshooting of hardware and software issues
• Demonstrated in-depth product knowledge of hardware, thin/thick client software and applications, Windows Operating Systems, Active Directory and IBM BigFix in order to resolve customer questions and issuesInstalls, assembles and configures computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pulls cables and rewires or directs rewiring of cables as required for new installations and office reconfiguration
• Creates and publishes technical reports regarding security metrics and recommendations to senior management
• Maintains and updates property inventory records via asset management tracking system

Performs Client-Level Information Technology Support Functions

• Performs configuration, management, and troubleshooting.
• Removes and replaces components and peripherals to restore system operation.
• Installs and configures software operating systems and applications.
• Provides service to end-users for operation, restoration, and configuration of information systems.
• Reports security incidents and executes corrective security procedures.
• Manages client user accounts.

Performs Client-Level Voice Network Functions

• Performs configuration, management to include adds, moves, changes and troubleshooting between the wall outlet to the client device.
• Plans, schedules, and implements installation and maintenance functions associated with voice systems.
• Removes and replaces telephone instruments.

Performs Client-Level Personal Wireless Communication Systems (PWCS)

• Performs configuration, management, and troubleshooting.
• Plans, schedules, and implements installation and maintenance functions associated with PWCS.
• Removes and replaces components and peripherals to restore system operation.

Plans, Organizes and Directs Sustainment Activities

• Establishes work standards, methods and controls for preventative, scheduled, and unscheduled maintenance actions.
• Determines extent and economy of repair of malfunctioning equipment.
• Ensures compliance with technical data, instructions, and work standards.

Manages, Supervises, and Performs Planning and Implementation Activities

• Manages implementation and project installation and ensures architecture, configuration, and integration conformity.
• Determines adequacy and correctness of project packages and amendments.
• Monitors project status and completion actions. Manages and maintains system installation records, files, and indexes.
  

Team Chief

• Earned consistent commendations for devotion to duty with citations for excellence in rapidly resolving crisis situations, upholding standards, relating effectively with culturally diverse populations and protecting resources while serving 50 assigned personnel

Base Defense Operations Center Controller

• Coordinated seamless command, control, and communications (C3) between joint service and multi-agencies (United States Secret Service, Department of Homeland Security, Department of State, etc.) safeguarding Department of Defense assets valued at $6.5B encompassing 17K personnel, 173 facilities and 2.4K alarms

Information Technology Liaison

• Acted as focal point for organizational computer related activities, providing guidance on technical aspects of computers and system use to organization users. Served as liaison with communications squadron for Windows 10 and HP Printer upgrades. Provided software application assistance for commonly used office applications. Contact for email account, internet, and printer connectivity issues and troubleshooting. As liaison with installation communications, kept up-to-date records of hardware and software within organization, regular consults on equipment changes, and ensured follow-up on all submitted tickets that required escalation

Response Force Leader

• Managed 4 Air Force Central Command armories accounting for $4.5M in assets including 1700+ weapons and 225K controlled items

Response Force Member

• Selected for elite security detail providing executive protection for President of the United States, Vice President of the United States, First Lady of the United States, Secretary of Defense, Secretary of State, foreign leaders, visiting generals, members of Congress and other high-ranking officials; securing assets valued over $3.9B