Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Certifications
CompTia A+
CompTia Security +
Additional Information
Active Secret Clearance
Skills
Microsoft Windows Server 2016/2019,
Windows (Vista/7/8/10)
Microsoft Active Directory
TCP/IP Protocols
Group Policies
Bitlocker
RDP
Pulse Secure,
DHCP
MS Server 2012/2016
VDI
PKI Certificates
Software diagnosis
Application support
Staff education and training
Work History
User Computing Specialist, 03/2020 - Current Integrated Electrical Services, Inc. – Sioux Falls, SD,
Created over 100 End-user accounts via Active Directory, including creating skype, zoom, and Microsoft Teams user profiles.
Assisting users with account setup, data backups, and general usage of desktop and laptop PC's.
Responsible for issuing, troubleshooting, and ordering SIPR tokens as a Trusted Agent.
Creating shared folders for groups and users via Active Directory.
Set folder security permissions in Active Directory.
Experience with OKTA single sign on services.
Troubleshoot issues related to VPN.
Create and manage distribution groups and contact emails in exchange server for unclassified and classified systems.
Install and update software for end-users via SCCM.
Provide technical guidance, assistance, and coordination with onsite/offsite users.
Manage Black Berry Dynamics apps using the standalone Good Control and Good Proxy servers.
Troubleshoot issues relate to Microsoft office and Adobe Software.
Troubleshoot unclassified and classified network issues.
Help end-users with AV/VTC issues on both unclassified and classified systems.
Install certificates to enable users to sign and encrypt sent email.
Repairer, 03/2016 - Current Tpx Communications – Houston, TX,
Remove and install aircraft subsystem assemblies such as engines, rotors, gearboxes, transmissions and mechanical flight controls.
Service and lubricate aircraft and subsystems.
Prepare aircraft for inspections and maintenance checks.
Assist in diagnosing/troubleshooting.
Operations Support Center, Tier 1, 08/2019 - 02/2020 Insight Global – City, STATE,
Manually upload and process critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations.
Assist with Creating, analyzing and transmitting critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity.
Assist with the escalation of bridge/conference calls for complex maintenance activities and critical outages.
Provide support on mission critical systems during maintenance activities and outages.
Proactively monitor the health of the systems and data flows using commercial and proprietary monitoring tools.
Triage phone and email call communication using the ability to understand and respond to customer requirements.
Create, analyze, route, update and close incident and service request tickets.
Conduct initial troubleshooting of IT and non-IT related issues identified through monitoring tools and system checks.
Perform Access Management roles, including processing User Access Requests for all systems, unlocking accounts and/or resetting passwords.
Perform onsite facilities checks verifying the integrity of the mission systems.
Create, consolidate and post daily shift logs Tier II Service Desk.
Tier 2 Support Technician, 11/2017 - 08/2019 Metro System/CACI - Pentagon, VA – City, STATE,
Provide 24/7 Tier II technical support to the DoD, US Army, and other government agencies.
Instruct users with proper hardware and software utilization.
Install approved software and perform VoIP phone troubleshooting/Voice Mail Password resets.
Respond to inbound calls/emails in a timely and professional manner.
Document all interactions in the appropriate tracking system and escalate issues that cannot be resolved in a timely manner.
Troubleshoot all MS Office issues to include Outlook.
Create new and remapping of .pst files as requested.
Monitor of network drives, identify corresponding file share and map network printers.
Assist customers with account creations across multiple applications and follow designated escalation procedures when necessary.
Re-imaged tablets/desktops/laptops windows7/10.
Map network printers for users/creating script files.
Perform on-site support and provide remote support to off-site customers.
Re-image laptops including encryption process.
Maintain and assign computer names.
Replace current user desktops, wipe hard drive and stage equipment.
Assist with asset management including tagging and tracking of inventory.
Provide end-user support related to VDI.
Education
Bachelor of Science: Political Science, Expected in - Frostburg State University - Frostburg, MD GPA:
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