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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Mobile Phone: PHONE NUMBER AVAILABLE e-mail: EMAIL AVAILABLEDear Hiring Manager:As a Senior Support Technician, I have provided Tier 1 through Tier 3 technical support to onsite and remote users for the past twenty-four years. In addition to utilizing my computer skills and training to support end-users, I especially enjoy having the opportunity to train and gain knowledge from other IT support professionals.I am eager to capitalize on my strong interpersonal and management skills. I offer the following for your consideration:Provided around-the-clock and highly responsive support to as many as 4,000 onsite and 2,000 remote users in countries around the globeTrained and managed numerous peers in Tier 1 through Tier 3 technical support procedures, user communications, and performance expectationsAttained ITIL v4 Foundation, MCP, A+, HDI Support Center Analyst, and Dell certifications with extensive experience installing, configuring, upgrading, repairing, and maintaining hardware and multiple software applicationsDeveloped internal policies and proceduressuch as a comprehensive imaging library, mobile device and PDA management system, inventory database tracking, laptop loaner program, and equipment recyclingthat have streamlined operations and cut technology costsDemonstrated strong business logic that stems from more than five years of experience managing numerous functions of a family-owned business, including hiring, training, and supervising multiple personnel, procuring equipment, and monitoring expensesI have enclosed a copy of my resume for your review. Since interpersonal and verbal communication skills are so important in a technical support and management position and very difficult to assess on paper, I am eager to have an opportunity to meet with you in person and discuss your current needs. I am confident I could make many valuable contributions to the IT department. Please get in touch with me by phone or email to schedule a personal interview.Thank you for your time and consideration. I look forward to talking to you.Sincerely,Candidate's Name
Candidate's Name
19132 Holberton Lane, Brookeville, MD 20833 Mobile Phone: PHONE NUMBER AVAILABLE e-mail: EMAIL AVAILABLEPROFESSIONAL PROFILEMicrosoft Certified Professional with over 21 years of experience providing Tier 1 through Tier 3 support to global organizations and professional associations with as many as 6,000 end-users. I demonstrate cross-functional expertise in project and people management, end-user and peer training, multiple system upgrades, and creating processes and procedures that streamline operations while cutting technology costs. Managers and peers recognize me as proactive and forward-thinking, with the natural ability to foresee problems and implement solutions.Certifications:ITIL v4 Foundation Certification, CompTIA A+, Microsoft Certified Professional, HDI Support Center Analyst, DellExpert in the use, installation, configuration, troubleshooting, and problem-solving of the following:Network Operation SystemsMicrosoft Server 2016, 2012, 2008,2003,2000, Novell Netware 6.x, 5.x, and 4.11, Cisco IOSDesktop Operating Systems10, 8.1, 7, Windows Vista, XP, 2000, NT, Me, 98, 95, 3.1 and MAC OSNetwork Protocols/ServicesMicrosoft Azure, Microsoft Active Directory, Microsoft Exchange, VM Ware, TCP/IP, File and Print SharingSoftwareMS Office 365/2016/2013/2010/2007/2003/XP/2000, Outlook 365, 2016/2013/2010/2007/2003/XP/2000,GroupWise 5.5/6.0/6.5, Cisco VPN, Bloomberg, iManage, Hummingbird DM, Adobe Acrobat, Internet Explorer, Firefox, Google Chrome, and many other COTS applicationsHardwareiPhone, Androids, Blackberry, Smart Phones, CPUs, motherboards, RAM/ROMs, hard drives, NIC/PCI cards, power supplies, and standard PC peripheralsHelp Desk Ticketing SystemsJIRA, Service Now, Remedy, Heat, Magic, BMC Support Desk Express, Zendesk, FreshdeskPROFESSIONAL EXPERIENCECommunication Workers of America (CWA), Washington, DC Oct 2022 Jan 2024Senior Technical Support SpecialistThe Communications Workers of America (CWA) is the largest communications and media labor union in the United States, representing about 700,000 members in the private and public sectors. CWA has several affiliated subsidiary labor unions, bringing total membership to over 700,000. CWA is headquartered in Washington, DC, and is affiliated with the AFLCIO, the Strategic Organizing Center, the Canadian Labor Congress, and the UNI Global Union.Provide advanced technical support and troubleshooting for hardware, software, and network-related issues.Diagnose and resolve complex technical problems efficiently.Collaborate with other IT professionals to identify and implement solutions.Provide guidance and support in handling escalated issues.Assist in training and development programs for support staff.Interact with end-users to understand and resolve their technical issues.Ensure high customer satisfaction through effective communication and problem resolution.Manage and prioritize service requests to meet service level agreements (SLAs).Document and maintain detailed support interactions, solutions, and procedures records.Contribute to the knowledge base by creating and updating support documentation.Perform system administration tasks, including user account management, software installations, and system configurations.Monitor and maintain IT infrastructure to ensure optimal performance and security.Collaborate with other IT teams to implement and support technology projects.Communicate effectively with stakeholders, including IT professionals, management, and end-users.BF. SAUL CO./CHEVY CHASE TRUST, Bethesda, MD Oct 2014 Mar 2022Senior Technical Support OfficerBF. Saul Co./Chevy Chase Trust is a privately owned, independent investment management firm headquartered in the Washington, DC, metropolitan area that provides investment management, estate and financial planning, fiduciary, trust, and family wealth services to individuals, families, and institutions throughout the United States. Over 300 dedicated professionals oversee $28 billion in investment and fiduciary assets.I independently provide desktop and network support to onsite and remote users. I created and maintained user account information, access rights, and security groups. I install PCs, operating systems, services, and printers onto a Microsoft-based network. I replace and upgrade approximately 100 PCs annually by installing and configuring hardware and system software.Millennium Challenge Corporation (MCC), Washington, DC Dec 2013 Jul 2014IT Service Desk Manager/Support Technician (Computer World Services)The Millennium Challenge Corporation (MCC) is an innovative and independent US foreign aid agency that is helping lead the fight against global poverty. The US Congress created it in January 2004 with strong bipartisan support. MCC provides time-limited grants promoting economic growth, reducing poverty, and strengthening institutions.Manage a Ten-person team of desktop technicians and a 24/7 offsite helpdesk encompassing over 400 desktop PCs and over 50 laptops.Supervise the quality assurance process and train technicians to ensure quality customer service.Assign work and address performance issues within the prescribed guidelines.Guide technicians in resolving difficult questions to ensure accurate technical support.Provide inventory control for desktops, laptops, monitors, Blackberrys, phones, licensing agreements, and other necessary equipment.I led the deployment, administration, maintenance, repairs, modification, final disposition, day-to-day operation, and upgrade of operating systems, software applications, and hardware utilized on user workstations.Analyze helpdesk SLA reports and ensure technicians complete trouble tickets per the contractual agreements.Maintain a seat on the Change Control Board (CCB) to help minimize the impact of infrastructure changes on the user community.Otsuka Pharmaceuticals, Rockville, MD (6-month contract position) Jul Dec 2013Service Delivery Manager/Support Technician (C3i)Served as the primary liaison between Otsuka's Ongoing Support groups (Service Desk, Onsite Service, and Access Management) to ensure timely and quality delivery of contracted services. Accountable for managingclient expectations, establishing key client relationships at the operational and strategic levels, and supervising all services provided to the Client. I acted as a Client's Advocate within C3i operations.International Monetary Fund (IMF), Washington, DC (3-month contract position) Apr-Jun 2013Senior Systems Support SpecialistI led a special short-term initiative designed to diagnose and resolve long-standing performance and operability issues for over 1,000 IMF employees using desktop and laptop computers running Windows Vista and Windows 7 operating systems.I successfully led the Tier II/III technician team to create a system of processes to improve health and overall performance and resolve lengthy bootup times for desktop and laptop computers. The project was completed on time, and all goals were met.Linowes and Blocher, LLP, Bethesda, MD Aug 2011 Apr 2012Systems Support SpecialistI was brought on board to rebuild/update decade-old IT infrastructure and deploy leading-edge systems and operations to support a 100-person law firm with offices in Bethesda, Annapolis, and Frederick.Technology scope: Virtual servers VM Ware / iManage / Windows OS / Litera Change-Pro / Innova TM / RainMaker / Microsystems Doc X.United BioSource Corporation, Chevy Chase, MD Nov 2010 Jul 2011Technical Services Administrator IIII provided Sole technical support for approximately 25 internal and remote, high-profile corporate executives (CEO, COO, CFO & SVPs) and their support staff at the Corporate Headquarters.I supported desktop hardware, operating systems, office productivity software, network hardware and software, security devices, printers, Blackberry devices, and BES Servers. I was also the primary point of contact for all IT-related outside vendors.Peace Corps, Washington, DC (6-month contract position) May - Oct 2010IT SpecialistClearance: Public Trust ClearedI worked on a small team of build engineers to upgrade and replace all Servers, Laptops, Desktop software, and hardware for Peace Corps 72 worldwide posts. The server base OS used is MS Server 2008hyper-V for server virtualization. A combination of Windows XP and Windows 7 OS is used for laptop and desktop builds.American College of Cardiology Foundation, Washington, DC Feb 2007 Jan 2010Associate Director and Desktop/Helpdesk Support Manager, IT SupportI reported to the Director of IT Infrastructure. I managed five direct reportsIT technicians, projects, and equipment and software support for 350+ staff members. I rapidly advanced from senior support technician to team leader to division's first and only associate director, with split responsibilities for managing staff and projects and performing various hands-on technical administration and support activities.Manage and resolve all IT support issues at the Tier 3 level and support technicians in closing Tier 1 and 2 issues. Install, upgrade, troubleshoot, and support hardware and software, including Dell desktop and laptop computers; Microsoft OS and Office applications (2003/2007); HP printers and Cannon copiers; Cisco telephone equipment; Active Directory network services; and AV and conferencing equipment. Deploy applications, scripts, RIPs, images, and PC transplants by administering Altiris Deployment Solution 6.9.Independently managed vendor relations, contracting and billing, set-up and configuration, maintenance, and user support for 110 BlackBerry mobile devices. Took over a loosely organized system in total disarray and quickly established policies and procedures that streamlined the program, significantly reduced dependence on laptops, slashed mobile communication expenses, and improved user satisfaction.It spurred cost savings of approximately $3,000/month by working with AT&T and Verizon to consolidate all users from independent plans to shared minutes and data pooling.I developed clear approval policies and guidelines that eliminated inconsistencies in how devices were assigned and made employees more accountable for using and maintaining the equipment and service.Assist in administering and supporting the BlackBerry Enterprise System (BES).I led the IT support team in implementing eight to ten high-level company-wide rollouts annually. I earned high praise for project organization, communication with staff, meeting deadlines, and working after hours and weekends to complete projects.Implemented a more robust helpdesk ticketing system and established the agency's premiere inventory tracking system by recommending, installing, and administering Support Desk Express (SDE).I planned and managed a complete refresh of all Dell laptops and desktop computers, from hardware and software procurement to deployment.I developed and implemented standard operating procedures (SOPs) to outline steps for setting up new employees with required equipment and software.Helped to identify staff's technical training needs and worked closely with newly hired trainers to develop curriculum, contract third-party trainers, and facilitate up-to-date technology training sessions.American Association of Homes & Services for the Aging, Washington, DC Apr 2005 Jan 2007Desktop Support/Help Desk ManagerServed as primary point-of-contact for technical support and end-user training for 85-100 in-house employees and four remote regional Vice Presidents. Serve as Microsoft Active Directory Account Administrator.I assisted in maintaining public folders, contacts, and distribution lists on the Windows 2000/2003 Exchange Server. I monitored and set up onsite and remote backup systems. I provided users with remote access through firewalls using Cisco VPN. Configured, set up, and maintained HP and Xerox printers. I supportedAnti-virus/anti-spam software. I maintained, scheduled, and set up audio-visual and sound equipment and trained users. I worked with phone switches to keep, create, and delete all user accounts and wiring infrastructure.Key ContributionsI defined position requirements, standardized help desk procedures, and developed infrastructure to overcome deficiencies and inconsistencies from previous technical support outsourcing.I streamlined technical operations and improved staff productivity by conceiving, implementing, and managing numerous technology initiatives.Developed and maintained customized databases to track approximately $250,000 inventory and monitor software licenses and renewals.I saved approximately $5,000 in software licensing by researching and securing upgrades and uncovering and eliminating licensing duplications.Reduced laptop rental costs by developing an internal loaner program utilizing existing equipment.I simplified upgrades by creating a comprehensive image library with Norton Ghost and other ghosting utilities.TSpec (Technical Specialties, Inc.) Lanham, MD Oct 2003 Mar 2005International Monetary Fund (IMF), Tier 2 Software/Hardware Support TechnicianI supported a long-standing contract with the IMF by providing Tier 2 support for 4,000 in-house and 2,000 international users. I participated in several projects involving testing, troubleshooting, installing, and implementing new software and hardware. Created procedures and trained users on new equipment. I demonstrated responsiveness to cultural and ethnic diversity when working across multiple geographic lines.I specialized in maintaining 2000 laptop computers, onsite and remotely, at global customer sites. I supported over 2,000 VPN and mobile workers via Sita, Ipass, and Metro Connect.Installed, configured, and supported Windows XP / 2000 and NT 4.0 operating systemsestablished and maintained hardware and software for PDAs and BlackBerry handhelds.I provided the Tier 1 Helpdesk on-the-job training regarding technical support procedures and troubleshooting.The Academy for Educational Development, Washington, DC Oct 1999 Sep 2003Senior Technical Support SpecialistI provided remote and onsite technical support to 1600 users worldwide. I created and maintained user account information, including rights, security, and systems groups. I installed PCs, operating systems, protocols, services, and printers onto Novell Netware NDPS and Q-based networks. I upgraded approximately 200 PCs annually by installing and configuring system software. I maintained quality service amid a dramatic 41% increase in call volume.Key ContributionsI managed a PC rollout for the entire organization. Assumed lead in planning and executing a six-month project that overhauled and upgraded all 600 onsite workstations with minimal disruption to work activities. Procured equipment, built images, and performed a meticulous inventory of new and old equipment.I trained the team in Tier 1 through Tier 3 technical support procedures, user communications, and performance expectations.Through a team initiative, I helped restructure the Cisco backbone to upgrade bridges, routers, switches, and hubs.I resolved technical issues related to client connectivity, data recovery, installations, corrupted files, viruses, security and log-on capabilities, printer malfunctions, migrations, software update installs, configurations, cabling, and email.I spearheaded a program to refurbish and donate old equipment to field offices, non-profits, and community groups.Maintained $1M PC, laptop, and peripheral inventory; managed projector and laptop loaner program.TECHNICAL TRAININGHelp Desk Institute Certification2008CCNA Training, Computer Analytics Computer School, Silver Spring, Maryland2002A+ Training, Delta Computer School, Silver Spring, Maryland1999ADDITIONAL PEOPLE AND PROJECT MANAGEMENT EXPERIENCEBabbitt Baseball Ponce De Leon Baseball League, Burtonsville, MD 1994 - 1999Assistant DirectorI supported a family-owned business, which, at its peak, planned and orchestrated 79 baseball day camps and five overnight camps for up to 4,000 youth, ages 8 through 16, across four states.Candidate's Name Mobile: PHONE NUMBER AVAILABLE e-mail: EMAIL AVAILABLE Page 2Candidate's Name Mobile: PHONE NUMBER AVAILABLE e-mail: EMAIL AVAILABLE Page 3Candidate's Name Mobile: PHONE NUMBER AVAILABLE e-mail: EMAIL AVAILABLE Page 4Candidate's Name Mobile: PHONE NUMBER AVAILABLE e-mail: EMAIL AVAILABLE Page 5Candidate's Name Mobile: PHONE NUMBER AVAILABLE e-mail: EMAIL AVAILABLE Page 6Candidate's Name Mobile: PHONE NUMBER AVAILABLE e-mail: EMAIL AVAILABLE Page 7 |
