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Technical Support Iii Resume

Lusby, MD


  • To obtain a Help Desk/System Administrator position in the private or non - profit sector where I can make best use of my education, experience, and abilities in the field of information systems technology and contribute to the success of your organization.


Environment: s/Operating Systems: MS-DOS, Windows 95 / 98 / ME / NT / 2000 / XP / Vista/7/8/10, Windows Server NT/ 2003/2008/2012, iOS, MAC OSX 10.10.X, Novell, Unix, Linux, FTP, TCP/IP, DHCP, and DNS.

Applications: Installation, Configuration, Troubleshooting, MS Office 2000 / 2003 / 2007 / 2010 / 2013 / 365 / 2016, Adobe Products, MS Explorer, Edge, Firefox, Chrome, Visual Studio, Azure, Visio, SharePoint, Managing License Inventory, Custom Web-based Applications, and Various Other COTS/GOTS applications.

Ticketing Systems: Queue Management, Ticket Creation, Set Priority, Pick-up/Assignment, Customer Coordination, Escalation, Updates to Status, Documentation of Steps Up to Resolution, Closing, BMC Remedy, HEAT, Provide Daily/Weekly/Monthly/Ad Hoc Reports using Crystal Reports, and Create/Modify/Produce Remedy reports.

Cyber Security: Avast, ClamAV, Sophos, Emsisoft, AVG, Symantec, and McAfee Anti-virus tools, Security Event Manager Systems, Lumension Endpoint Management & Security, Network Intrusion Detection Systems, Host Intrusion Prevention Systems (HIPS), Physical Security, Inventory Controls, Firewall technology, Authentication, VPN, Adware/Spyware Removal, Installation of Critical Security Updates, Nessus Vulnerability Scans, and Virus Definition Updates.

Server Administration: Active Directory, IIS, Group Policy, SCCM, Managing Services, Restart Procedures, Back-ups, Installing Critical Microsoft updates, and Setting File Share Permissions, Provide Communications with Customer for Authorized Service Interruptions or Emergency Service Interruptions, etc.

Active Directory: New User Creation, Disable Accounts, Start-up Scripts, Manage Permissions/Groups.

Outlook/Exchange: New User Creation, Profile Setup, .PST management, Distribution Lists, Shared Mailboxes, etc.

Data: Migration, Recovery, Back-up, Restoration, and Sanitation of Media.

Remote Desktop Access: Remote Desktop Connection, Tivoli Remote Management, Dameware, Altiris Carbon Copy Remote Management, VPN, Citrix.

Network: Troubleshooting, Configuration of Network Adapters, DHCP, DNS, Host File Modification, and Resolution of IP Address Conflicts, etc.

Printing: Mapping by IP or Print Server, Physical Setup, Moving, Driver Installation, Replacement of Consumable parts, Troubleshooting, and Managing Inventory.

Research/Testing: Research of Latest Technologies and Cost to Provide Solutions, Testing of Existing Application features in New Environments (OS Upgrades/New Version of IE). Testing and Providing Feedback of Newly Released Application Versions or New Applications.

Video Teleconference: Troubleshoot Issues with VTC Equipment, Setup Connections, and Provide Support for Presentations.

Database Technologies: Design, Modification, Structure, SQL, Oracle, MS Access, MS Excel.

Development Tools: C, Visual Basic, Java, .NET, ASP


Confidential, Lusby, MD

Technical support III

  • Safely follows procedures to provide outstanding expert Technical Support to the IT and Cyber Security programs at Calvert Cliffs Nuclear Power Plant as a contractor for the Exelon Corporation.
  • Adheres to Fitness for Duty requirements by completion of random drug and alcohol testing.
  • Preforms scheduled maintenance to update Antivirus software virus definitions for digital test equipment, scanning laptops, and file transfer kiosks.
  • Maintains inventory of Critical Digital Asset portable media using a software application. Adds/Removes media to inventory as required. Regularly scans and securely erases portable media using applicable procedures. Completes periodic inventory verification and user account maintenance for the inventory tracking software application.
  • Maintains a White-Listing listing server used for execution blocking of unapproved software applications on Digital Test Equipment Laptops and peripheral device control on systems.
  • Scans for Rogue Wireless Networks in the Protected Area of the plant. Investigates and identifies unknown network devices.
  • Scans vendor laptops, digital test equipment, scanning laptops, CDs, DVDs, and approved portable media for Malware using multiple antivirus engines. Reports any identified malware to Fleet Nuclear Cyber Security Operations to identify false positives and/or provide further instructions for mitigation.
  • Scans software for Malware before upload to Software Repository or before use on any Critical Digital Asset. Uploads/ Downloads software to the Software Repository as needed.
  • Assists with maintenance of Security Event Manager (SEM) and Network Intrusion Detection System (NIDS) on plant data network.
  • Preforms Patching, Hardening, and Vulnerability Mitigation as required by Nuclear Cyber Security Operations.
  • Assist IT Department as needed by installing network printers/workstations/software/etc.,

Confidential, Arlington, VA

Application Support Help Desk Coordinator

  • Consistently, provided outstanding expert Help Desk IT application support to the Headquarters of the Department of the Army (HQDA), by assisting end users in identifying and resolving IT system issues, demonstrating expert technical knowledge of IT systems utilized by ITA customers including various custom web based applications.
  • Consistently, demonstrated expert knowledge of remote tools and ticketing systems to assist users, including ITSM BMC Remedy, Dameware Mini Remote Control, and Windows Remote Desktop Connection.
  • Demonstrated expert knowledge of applicable processes, procedures, security policy, and government regulations.
  • Communicated with management, application developers, and server administrators to report outages, errors, and fixes.
  • Consistently, met deadlines and provided timely, accurate support to HQDA end users, utilizing the ITSM BMC Remedy System to document break/fix/change requests, provide updates to management, escalation, and assignment as needed.
  • Provided daily, weekly, and monthly reports using BMC Remedy reports/Crystal Reports to provide monthly metrics and daily updates to management.
  • As a member of the Application Development team, worked with and assisted application developers, system administrators, and management to resolve complex issues in a timely and accurate manner. Readily pitched in where needed.
  • Tested functionality of applications prior to releases of new versions of Internet Explorer, SharePoint, and Microsoft Office 2010+ and Office 365.
  • Installed & configured various approved applications for the application development team.
  • As Application Support desk team leader, trained, assisted, and passed information to coworkers.
  • Hired as Incumbent on new contract in May 2011 from previous position.

Confidential, Arlington, VA


  • Provided support to the Headquarters of the Department of the Army (HQDA) end users for several custom web based applications.
  • Provided Help Desk technical, operations, and training support to HQDA end users, either by telephone or on-site. Demonstrate knowledge of Microsoft, Windows XP/Vista/7, MS Office Suite, Adobe products, Antivirus, Remedy force, Network Connectivity, and hardware troubleshooting skills; professional oral and written communication skills; Active Directory; MS Exchange Server; Dameware; Altiris; and TCP/IP.
  • Assisted end users by identifying and resolving COTS/GOTS application related problems.
  • Utilized Remedy force Action Request System to consistently and accurately track, update, and close assigned support requests as well as provide request management, escalation, and assignment. Developed reports and databases, as required.
  • Installed, configured, upgraded, and troubleshot HQDA Business Applications.
  • Resolved problems related to MS Windows Vista, Internet Explorer, and Microsoft office.
  • Ensured technical security safeguards were maintained to provide controlled user access, integrity of electronic mail, applications, and user data.
  • Provided professional interpersonal and written communication skills with military, senior, and executive customers exhibiting knowledge of military and civil service protocol, customs, and courtesies.

Confidential, Washington, DC

Help desk Tier II Technician

  • Supported project to install workstations/laptops while migrating from Windows XP to Windows Vista and maintained applications, user profile configurations, and user data for the Headquarters of the Department of the Army (HQDA).
  • Responded to telephone, electronic mail, and/or walk-in requests for support for all systems and equipment within the IMCEN HQDA Implementation environment in accordance with current or revised Implementation Branch SOP’s and/or service level agreements.
  • Installed computer systems for new HQDA users and replaced existing systems following a pre-defined checklist.
  • Installed and configured any software that is on the HQDA approved list based on set schedule.
  • Installed and troubleshot all HQDA approved peripherals such as RIM Blackberry 6710, Palm PDA, and smart card readers.
  • Troubleshot problems encountered using microcomputer software.
  • Performed hardware/software testing and installation.
  • Performed network and desktop-based detection of viruses to counter/eliminate/control, detect, contain, and eliminate virus infestations.
  • Provided one-on-one desk side training for customers requiring assistance with software applications or IT equipment.
  • Provided general technical support for all dial-in/remote access systems and other remote systems.
  • Evaluated hardware, firmware, peripherals, software packages, etc., for use by staff, providing recommendations to accomplish the desired objectives.
  • Ensured technical safeguards were maintained to provide controlled user access, integrity of electronic mail, applications, and user data.

Confidential, Greenbelt, MD

IT Systems Support Specialist

  • Provided on-site technical support, expertise, and execution to tasks in all information technology needs required by BL Seamon Corporation including: application support, printer support, desktop support, audio/video projection support, network integration, IT asset inventory, and server support.
  • Configured and installed workstations for new members of the organization.
  • Managed Active Directory users, groups, and computers for 200+ personnel in a Windows XP/Vista networked environment.
  • Troubleshot hardware, software, and system performance issues via phone, email, and in person.
  • Documented workstation baseline configuration standards and procedures.
  • Maintained configuration and inventory for approximately 10 laptops used for off-site travel.

Confidential, MD

IT systems administrator

  • Provided technical support, expertise, and execution to tasks in all information technology needs required by the Air National Guard (ANG) A7 into a transition to A6 including: network printer support, desktop support, audio/visual projection support, network integration, document management, maintaining consumable printer supplies, IT asset inventory control, server support, A7 application support.
  • Supported the A7 network and desktop assets in the ANG Windows XP/Vista active directory network environment.
  • Tested and implemented network security, patches, and the Microsoft Vista OS, to support DOD network requirements ensuring A7 functional applications are not affected.
  • Administered and managed A7 network resources, setup and administrated permissions for files and folders.
  • Configured, troubleshot, and made service calls manufacturer when necessary to provide support for over 15 multi-function network printers.
  • Modified scripts that allowed user to scan documents into Hummingbird DM, PDS, and to generate bars codes to automated scanning to network resources via Lexmark multi-function printers.
  • Assisted users with the deployment from MS Office 2003 to MS Office 2007: including mapping of personal folders, restoration of contacts, and overall education in Outlook Exchange, Excel, and Word.
  • Configured Lexmark/Xerox/HP multi-function printers for faxing and scanning documents to e-mail and network shares.
  • Assisted with the management of the A7 Hummingbird document management system.
  • Performed as a site lead on a conference heading a team of professionals to provide off-site IT Services at the ANG SG Hi-Tech/Express Train Annual Training Event that allowed services including: support for a 30-person lab requiring CAC access to the Internet via the hotel’s wireless network, audio and video projection support, and impromptu services as needed.

Confidential, Washington, DC

IT Helpdesk support analyst

  • Provided technical support, expertise, and implementation to migrate/refresh computer systems from Windows 2000 to Windows XP and deploy new computer hardware to end users within Unisys Federal Transition and Deployment Programs, such as the Department of Human and Health Services (Various locations in the DC METRO area).
  • Staged, moved, added, modified, deployed, and performed quality assurance checks for end users adhering to corporate-wide standard procedures and policies.
  • Conducted pre-migration check to ensure the migration of data, software, and configuration settings from the legacy CPU systems, so that the refreshed systems were not compromised and customer impact is minimal.
  • Troubleshoot, installed, documented, and configured software applications identified for the site during the pre-migration discovery phase, using Altiris reports to document legacy system information. Edited and manipulated, as needed the Unisys tool set to facilitate automated computer system migrations.
  • Installed and configured peripherals, such as printers, scanners, wireless devices, multiple video adapters, etc.
  • Configured standard user login in a multiple domain network for the DHHS in a Windows/Novell environment using active directory and the Novell console.
  • Installed and configured security measures, such as PointSec hard disk drive encryption technologies.
  • Performed a post-migration evaluation and quality assurance check to ensure that all software was working as prescribed and all configurations were applied appropriately including Microsoft Exchange settings, network drives, mapped network printers, data transfer, etc.
  • Tracked and documented “fix action and configuration procedures” to facilitate end user support and ensure that team members have background data to resolve future issues and provide feedback for management.
  • Verified, recorded, and maintained asset inventory, including new and existing hardware and software to promote accountability, and provide accurate user name/location information for upcoming deployment schedules.
  • Trained, mentored, and assisted new members of the team. Distributed and informed technical fixes/processes to team members.



  • Served as a liaison for IT related support and maintained server for the Navy’s NAVAIR 4.2 Cost Analysis team.
  • Provided NAVAIR 4.2 end users with IT systems support via the Navy/Marine Corps Intranet.
  • Served as liaison with NMCI Base Operations on all required systems support activities.
  • Provided systems support for the Navy’s Functional Area Management (FAM) approval process by monitoring several databases between NAVAIR and NMCI to ensure end users have required applications necessary to perform their job functions.
  • Assisted end users with day-to-day help desk functions, including Common Access Card (CAC), Public-Key Infrastructure (PKI) use, MS Office support, Remote Access (RAS), etc. Provided temporary computers for users when required.
  • Served as System Administrator for Microsoft Windows 2000 Website/Data Server, including management of groups, users, and ACL security settings while providing regular Microsoft updates.
  • Maintained enterprise security by providing pro-active support of security measures such as: installation of security updates, installation/configuration of Symantec Antivirus Corporate Edition, configuration of administrative rites, implementation of digital signatures in conjunction with the Navy’s Common Access Card (CAC), and by demonstrating knowledge in the function of Public Key Infrastructure (PKI) certification.
  • Performed and executed regular Veritas tape backups to maintain sensitive proprietary information.
  • Provided Video Teleconferencing (VTC) support for a facility that maintained a conference room with eight projectors and screens that provided VTC and telephone-conference capability.
  • Provided support for portable projectors.
  • Performed asset ordering via the NMCI Enterprise Tool (NET) including processing move/add/change requests, and modification of computer configuration for over 200 end users.
  • Provided Network printer support, including diagnosis, repair, configuration, and replacement of consumable parts for several different models of printers, including Xerox, Lexmark, and HP printers.


Tier II field services technician

  • Responded to and resolved trouble tickets for customers at Patuxent River Naval Air Station.
  • Provided on-site hardware and software support to customers while adhering to the service level agreements set by the Navy Marine Corp Intranet Service Level Agreement.
  • Utilized Remedy force Action Request System to document the status and solutions of help desk calls as well as provide call management, escalation, and assignment as site back-up queue manager.
  • Troubleshot workstation system failures using diagnostic tools, registry backup and restoration procedures, and replacement of defective hardware, making the best effort to preserve and recover user data.
  • Installed and configured baseline Microsoft software (including Office 2010+ and Office 365, Outlook Exchange, Internet Explorer, etc.), Third party software (i.e. Citrix, Oracle, Adobe applications, Netscreen/Alcatel VPN client), and Navy/DOD applications (such as NPFPS, Fedlog, Nalcomis, and FIST), in a TCP/IP networked Windows 2000/XP environment.
  • Maintained enterprise security by providing pro-active support of security measures such as: installation of security updates, installation/configuration of Symantec Antivirus Corporate Edition, configuration of administrative rites, implementation of digital signatures in conjunction with the Navy’s Common Access Card (CAC), and by demonstrating knowledge in the function of Public Key Infrastructure (PKI) certification.
  • Performed remote system management through the use of Tivoli, Net meeting, and other administrative computer management features available in Windows 2000/XP.
  • Maintained network connectivity/configuration to provide reliable network services such as Outlook Exchange, Printing, Internet Explorer, roaming profiles, and various applications that require the use of shared data storage.
  • Executed understanding of Novadigm Radia Management Suite to install applications from remote network servers.
  • Provided configuration in Active Directory for user and computer associations to work groups/software.
  • Troubleshot, installed, and configured hardware for users, including peripheral software for PDA’s (Blackberry/Palm), DVD’s, external disk drives, and printers.
  • Verified and maintained asset inventory including hardware and software installation to promote accountability.
  • Trained fellow employees and distributed technical fixes/information to team members.
  • Provided professional interpersonal and written communication skills with military, senior, and executive customers exhibiting knowledge of military and civil service protocol, customs, and courtesies.
  • Tested pre-deployed solutions such as broadband remote access via Netscreen, XP OS, and Microsoft Office 2003.


Desktop Staging & Deployment technician

  • Imaged/Configured/Deployed workstations at Patuxent River NAS and other Navy Installations.
  • Staged, moved, added/changed, and deployed workstations for thousands of end users adhering to enterprise wide standards and policies.
  • Provided Windows 2000 system imaging using a network server.
  • Utilized and troubleshot Novadigm Radia Management Suite to install core applications and application packages available to the user.
  • Provided manual installation, configuration, and troubleshooting, for a multitude of mission critical legacy applications.
  • Exhibited knowledge of active directory, user profiles, machine name associations, permissions, etc. to provide solutions for end users while maintaining system and network security.
  • Provided hardware upgrades, diagnostics, and repair services on several Dell desktop and laptop models.
  • Developed Visual Basic scripts to automate manual fixes and routine procedures.

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