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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Maury StRichmond, Virginia Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLELINKEDIN LINK AVAILABLEHelp Desk / Network TechSUMMARYA dedicated and analytical information technology professional with a demonstrated track record of experience in remote hardware and software support, manual and automated migrations, network configuration and connectivity, information security, IP conflict resolution, user account administration, and technical documentation. Excels at troubleshooting and resolving issues with networks, servers, computers, peripherals, and software. Interfaces with end-users and cross-functional teams. Proven aptitude for maximizing performance and ensuring the achievement of SLAs.TECHNICAL SKILLSNetworks/Protocols: TCP/IP, UDP, Telnet, FTP, TFTP, DHCP, DNS, ISDN, PPP, Frame Relay, 802.11x, SMTP, Network Configuration, EIGRP, OSPF, RIP, RIPv2Software: Microsoft Office 365, Microsoft Security Essentials, Norton Ghost, Active Directory, HP Service Manager, Remedy, Chromatix, Bomgar, Nexus, Citrix, SCCM, Windows Remote Assistant, Cisco VPN, Active DirectoryOperating Systems/Servers: Windows 8x/10, Windows Server 2012, UNIX/LinuxHardware/Special Systems: Desktop/Laptop Computers, Mobile Phones, Tablets, Printers, ServersEXPERIENCECYBERGUYS IT Solutions, Richmond, VirginiaSystem Support Tech (Freelance Contractor), Dec 2021-presentProvided inbound/outbound remote client support to 100+Performed laptop/PC hardware and software upgradesProvided Windows XP, 7x, 8x, and 10x supportScanned and removed device malware, using Avast Antivirus, Malwarebytes, and CCleaner PC Optimizer, EmsiSoftConfigured residential and small business wired/wireless networking and file sharingProvided remote end-user support using Google Remote DesktopEmail migrations to O365Hardware and software troubleshootingNetwork Setup and MonitoringIP Phone Setup and configurationEndpoint monitoringPatch installationTicketing using ZohoDeskSite surveyAmazon KRB2IT Support Tech L3 July 2020-Nov 2021Inventory ManagementHardware Installation and troubleshooting T1-T3Software Installation and troubleshooting T1-T3Ergonomic Workstation InstallationNetwork troubleshooting T1Network Change ManagementDocument CreationAudio/Video Connectivity TroubleshootingActive Directory account creation, deactivation, and GPO managementPC, Laptop, Tablet ImagingNEW MARKET, Richmond, VirginiaIT Technician July 2019-June 2020Inventory ManagementHardware Installation and troubleshooting T2-T3Software Installation and troubleshooting T2-T3Ergonomic Workstation InstallationNetwork troubleshooting T1Oracle Driver InstallsLab Instrument Driver InstallsDocument CreationAudio/Video Connectivity TroubleshootingO365 Microsoft TeamsActive Directory account creation, deactivation, and GPO managementMCKESSON, Richmond, VirginiaRefresh Tech Team Lead, July 2018- June 2019Managed Migration Team of 5Migrated McKesson users (1,500+) from Windows 7 to 10 manuallyMigrated VPN client from old device to new deviceMigrated personal user files from old device to new deviceActive Directory account creation, deactivation, and GPO managementRemoved printersProvided end-user support for any post-migration issuesManaged assets using HP Asset ManagerInstalled and configured O365 w MS TeamsCYBERGUYS MOBILE PC AND LAPTOP REPAIR, Richmond, VirginiaSystem Support Tech (Freelance Contractor), 2009-2019 (Concurrent)Provided inbound/outbound remote client support to 500+ usersPerformed laptop/PC hardware and software upgradesProvided Windows XP, 7x, 8x, and 10x supportScanned and removed device malware, using Avast Antivirus, Norton Antivirus, Malwarebytes, and CCleaner PC OptimizerConfigured residential and small business wired/wireless networking and file sharingProvided remote end-user support using Google Remote DesktopICMA-RC, Richmond, VirginiaTech Ops II, October 2017-November 2018Provided inbound/outbound remote client support to 500+ usersSupported Windows X, Mac OS X, and iPhoneDelivered remote support using SCCM and RDPResolved any intranet device network connectivity issuesResolved any device IP conflictsConfigured network printersManaged assets using HP Asset ManagerUpdated team knowledge base solutionsInstalled Windows 10 images using SCCMInstalled and configured Citrix connectivity as well as troubleshot any resource accessibility issuesInstalled and configured Office 365Created, managed, and closed service tickets, using Salesforce ticketing softwareInstalled and configured Salesforce for OutlookProvided Salesforce support to ICMA-RC call center reps0365 w/ MS Teams TroubleshootingAudio/Video TroubleshootingActive Directory account creation, deactivation, and GPO managementEZLINKS (PGA AFFILIATE), Richmond, VirginiaClient Support Specialist, Apr 2017 - Sept 2017Provided inbound/outbound client support for proprietary software users (1,000+) at PGA golf courses worldwideSupported Windows XP, 7x, 8x, and 10xDelivered remote support using Bomgar, RDP, and TeamViewerForwarded ports to allow network access to applicationsResolved any device IP conflictsConfigured Android-, Windows-, and iOS-based tablets for use at customer POSRan basic SQL queries to find missing purchases or voids within the customer databaseProvided software consultation to customers who had concerns about the best and most efficient implementation practicesCreated, managed, and closed service tickets, using Salesforce Ticketing SoftwareRICHMOND PUBLIC SCHOOLS, Richmond, VirginiaHelp Desk Team Lead, Sept 2016- Apr 2017Managed Office of 5 Help Desk SpecialistsProvided Windows XP and 7x support for Richmond Public Schools intranet users (1,500+)Received inbound calls to troubleshoot issues with PC/laptop/mobile device operation, performance, and network connectivityPerformed password resets and account update/creation in Active Directory and RAPID-IDConfigured Citrix accounts and installed Citrix receiver for remote usersPerformed password resets and account updates/unlocks in AS/400Provided remote desktop support using Bomgar and Remote Desktop ProtocolCreated work tickets using FootPrintsPerformed network troubleshooting using WhatsUp GoldActive Directory account creation, deactivation, and GPO managementESTES EXPRESS LINES, Richmond, VirginiaHelp Desk Technician, 2016Provided Windows XP and 7x support to all Estes intranet users (1,000+)Received inbound calls to troubleshoot user issues, including PC connectivity and operation, virtual machine connectivity and performance, laptop connectivity/networking/performance, and mobile device connectivity (onboard PC/tablet) and configurationInstalled and configured Citrix connectivity as well as troubleshot any resource accessibility issuesMonitored intranet device network activity using SolarWinds Network Monitoring SoftwareTroubleshot intranet devices remotely (PCs/laptops/tablets/printers/servers/switches/routers)Created service tickets using SalesforceActive Directory account creation, deactivation, and GPO managementHARRIS IT, Fort Lee, VirginiaTelecommunication I-NOC (DeCa HQ), 2015Received incoming calls as part of NOC, troubleshooting network issues for U.S. Armed Forces commissaries worldwide (10,000+ users)Made configuration changes to Cisco and Enterasys routers and switches (class map, policy map, port security, VLAN, and QoS)Identified devices on LAN/WAN networkProvided Windows XP and 7x supportCreated trouble tickets using RemedyOversaw network monitoring using NetcoolTroubleshot devices on wireless network using Cisco WLAN ControllerCommunicated hardware issues with vendors (IBM, Enterasys, and Cisco)Troubleshot connectivity between PCI bank circuit and CSU/DSU to LANSUNTRUST BANK, Richmond, VirginiaPC Tech, 2014-2015Served as team lead for three junior techs for migration projectMigrated approximately 300 user PCs from Windows XP to Windows 7 platformUsed USMT and Windows Easy TransferReceived new devices, migrated data from legacy device, restored and implemented user data, worked side by side with users, and completed checklistCOMCAST, Richmond, VirginiaRemote Support Tech, 2014Delivered technical support to Xfinity Internet customersProvided network troubleshooting for Comcast residential customers (10,000+)Troubleshot hardware devices connecting to Wi-Fi, including laptops, printers, PCs, smartphones, e-readers, Roku, Amazon TV, and tabletsProvided Windows XP, 7x, and 8x supportProvided password recovery for any Comcast leased devicesConfigured email clients in Exchange, Outlook, and Live Mail for Comcast residential customersPLUMCHOICE, Richmond, VirginiaRemote Support Tech, 2014Provided remote tech support to ACN, ACN Canada, Cox, Cox Business Tech Support, and other vendors of PC and Internet tech support subscriptions (10,000+)Delivered Windows XP and 7x supportProvided virus removal, PC optimization, and network troubleshooting services for all usersPerformed PC optimizationProvided network troubleshootingHCA HOSPITALS VIRGINIA, Richmond, VirginiaProject Tech, 2013Performed software and hardware installationsInstalled tap-and-go radio frequency ID scanners on all Meditech PCsMICROSOFT XBOX, Richmond, VirginiaTech Support Rep, 2013Provided tech support OTP for Xbox Live customersTroubleshot and resolved connectivity to network issues for customersCAPITAL ONE, Glen Allen, VirginiaHelp Desk/PC Tech, 2013Migrated Capital One users (5,000+) from Windows XP to 7 using SCCMMigrated Entrust VPN client from old device to new deviceMigrated personal user files from old device to new deviceAdded and removed users and objects from Active DirectoryRemoved printersProvided end-user support for any post-migration issuesManaged assets using HP Service Desk ManagerInstalled and configured MS Office 2010HCA HOSPITALS VIRGINIA, Alexandria, VirginiaHelp Desk/PC Tech, 2013Migrated Capital One users (5,000+) from Windows XP to 7 using SCCMMigrated Entrust VPN client from old device to new deviceMigrated personal user files from old device to new deviceAdded and removed users and objects from Active DirectoryRemoved printersProvided end-user support for any post-migration issuesCAPITAL ONE, Glen Allen, VirginiaHelp Desk/PC Tech, 2012-2013Migrated Capital One users (5,000+) from Windows XP to 7 using SCCMMigrated Entrust VPN client from old device to new deviceMigrated personal user files from old device to new deviceAdded and removed users and objects from Active DirectoryRemoved printersProvided end-user support for any post-migration issuesManaged assets using HP Service Desk ManagerInstalled and configured MS Office 2010Installed application post-migration, using SaltStackHEWLETT-PACKARD, Richmond, VirginiaField Tech, 2011-2012Performed laptop/PC hardware and software upgradesProvided Windows XP, 7x, 8x, and 10x supportProvided printer troubleshooting and repairConfigured printer networkingProvided end-user tech support/help desk (200+)HOME DEPOT OF VIRGINIA, Richmond, VirginiaField Tech, 2010-2011Upgraded Home Depot POS PCs (200+)Provided PC re-imaging using SCCMProvided Windows XP and 7x help desk support to over 200 usersADDITIONAL EXPERIENCEBANK OF AMERICA OF VIRGINIA, Richmond, Virginia, Field Tech, 2008. Performed quick swipe teller machine installation, imaging, and QST device testing.BRYANT & STRATTON COLLEGE, Richmond, Virginia, Info Tech Work Study, 2006-2007. Developed several databases using MySQL+. Developed tic tac toe program in Visual Basic 5.0. Helped create trouble ticket program for PCs and peripherals. Created operators manual for trouble ticket program. Served on panel for debug testing of new web portal. Served as project manager for development of trouble ticket program. Oversaw Active Directory account/folder administration, deletion and password reset, file restoration, group policy, and registry administration.EDUCATIONBRYANT & STRATTON COLLEGE, Richmond, VirginiaDegree in Information Systems, 2008CERTIFICATIONSCompTIA Network+, Registration # PHONE NUMBER AVAILABLECompTIA Security+, Registration # PHONE NUMBER AVAILABLECCNP, ID# CSCO12021026Dell CSE-CS, ID# 3108HDI-SCA |
