Support Technician End User

Kenneth Watkins

Senior End User Support Technician Lovettsville, VA 20180

Phone: 301-***-****

Email: ad7d1v@r.postjobfree.com

Summary

Results producing Sr. End User Support Technician with 20+ years’ experience in installing, diagnosing, servicing, and maintaining high-end client proprietary products, servers, systems, and software. Widely recognized for hands-on expertise in network design, infrastructure development, help desk support and multi-project deliveries. Consistently have been responsible for providing support to Federal and contractor staff requiring the highest level of customer service and technical proficiency.

Cleared professional: Top Secret/SCI

Experience

Business Integra Senior End User Technician/Systems Engineer Dec 2023 - Present

Manage Cisco and Nortel configurations, initializations, and preparation of the devices for shipment.

Monitor and administer daily updates to the database tracking tool.

Weekly collection of action reports pertaining to SMSe (Dept of State internal system) operations.

Maintains a log as well as track metrics on SMSe network outages.

Ensure daily management of the SMSe Network Operations Center

Immediately address all technical faults or issues, maintain cleanliness, organization (documentation), and monitor the SMSe logbook.

Ensure all SMSe tickets are acted on promptly, effectively, and closed out in a timely manner.

Compile database metrics weekly.

Check Solar Winds concerning network and systems status on a recurring basis and take action to address problems or issues.

Perform level II troubleshooting, including server resets (Citrix), Big Brother admin, SNMPc, pinging servers, user accounts, TAVEE reports, etc. under the direction of the Lead Network Engineer who provides statistical reporting data on post communication links as required.

Ensure all SMSe post database updates are complete.

Maintains IP lists on NAS with a shortcut to desktop of each SME terminal.

Maintain the operations support duty roster.

Active Directory – Create user/group accounts.

Add object/memberships for user’s access.

Create (OU) for users/devices.

Apex Systems Senior End User Technician/System Analyst Jun 2022 - Dec 2022

Provided on-site technical support for hardware (laptops, printers, tablets, and mobile devices) also peripherals software (CUTS, GOTS, WEB, display systems and wireless technology).

Active Directory – Create user/group accounts.

Add object/memberships for user’s access.

Create (OU) for users/devices.

Scheduled and coordinated customer desk-side support for the installers of new software to perform hardware or software break/fix activities.

Setup and configured new end-user equipment including laptops, mobile devices, printers, copiers, VTC units, VOIP phones and other peripherals.

Ensured consistent knowledge updates on software development lifecycle were maintained.

Identified options for potential solutions and assessing them for both technical and business suitability.

Developed solutions for ongoing tasks and related products.

Worked closely with colleagues, developers, testers, and a variety of end users to ensure technical compatibility and user satisfaction was met.

Created supervising and documented testing schedules for completed systems.

Oversaw the implementation of all new systems including data migrations.

Supported users on change control and system updates.

Provided training and user manuals to users operating new systems.

Kept up to date with technical and industry developments.

Managed the BIOS v 2.11 upgrade performed on all HP 600 G5 workstations.

Managed the Fiber cards firmware updated on all HP 600 G5 workstations to be able to PXE boot and perform imaging on all workstations.

Troubleshooted programs on Apple (iPhones), Android (Samsung) and additional mobile phones.

Troubleshooted/assisted with network issues to include installing, replacing, and upgrading both hardware and software.

Assisted in replacing old and/or failed hardware, modules in Catalyst 4500 and 6500 series switches as well as upgrading Cisco IOS images to current revision or patch levels for the routers.

Verified the performance of the network and all internet work devices on the company’s network.

Baselined the performance of the company’s network.

Understood the amount of direction and traffic flow in the network.

Identified and troubleshooted potential network issues immediately to ensure limited work stoppage for users.

Applied Computing Technology Senior End User Technician/System Analyst Mar 2015 – Jun 2022

Remotely logged on and visited user areas to troubleshoot and resolve hardware, software, and network problems.

Provided account management, system monitoring, systems management for multiplatform and multi-application environments.

Assisted users with account access and troubleshooted/resolved all break/fix issues.

Created and monitored tickets using the Request Tracker (RT), including those for other teams.

Followed critical escalation protocols, including documenting actions for management of

everyone involved from discovery of issue to resolution (24x7 environments).

Monitored Big Brother Board daily.

Made sure applications are updated and ensured all servers are on-line and operational.

Ensured proper protocols were followed according to the SOP to resolve any applications and/or servers that were down.

Created (Account Management Interface) Remote access.

Created an AMI account for users who did not have CAC or PIV card access.

Answered phone calls, e-mails, and tickets from users on three different networks: NIPR, SIPRNET and JWICS.

Oversaw additional operators on night duty.

Enabled and consolidated user’s accounts.

Troubleshooted with user’s access, SharePoint sites, inteldocs folders and other daily issues

Troubleshooted user calls for hardware, software, and network problems.

Goldbelt Raven, LLC End User Technician/System Analyst Sept 2014- Mar 2015

Setup hard disks for BitLocker Drive Encryption using Window 7 installation. Using two partitions (system partition) and (operation system partition) and encrypted the operating system.

Reimaged all software on laptops and workstations and reinstalled everything when an operating system became damaged or corrupted.

Troubleshooted laptops and workstations that are plagued with spyware problems.

Supported, maintained, and monitored Information Technology (IT) systems and services.

Identified, evaluated, and prioritized agency IT requirements.

Performed routine and recurring IT tasks identifying and resolving IT issues and problems.

Provided information and assistance to users with any IT issues.

Supported areas including desktop and network software applications, Local Area Network (LAN), Video-Teleconference (VTC), Audio/Visual, reproduction, digital imaging.

Assisted with the implementation of the Information Assurance/classified processing programs.

Provided coordination, prioritization, and assistance to helpdesk, hardware, and network support staff provided by agency IT support.

Computer Science Corporation Senior Customer Support Technician Apr 2012 – Sept 2014

(Supported the Federal Bureau of Investigation and the Central Intelligence Agency)

Used the active directory to create user accounts for all secure, non-secure systems and provide permissions for folders, files, and additional necessary applications.

Supported/assisted thousands of end users by remotely logging on users’ workstations to resolve several issues pertaining to network systems, software, and hardware problems.

Supported baseline applications and special limited applications.

Pushed baseline applications and loaded limited applications to user workstations.

Set-up VTC video conference meetings and scheduled secure conference call for users.

Oversaw six additional operators on night duty.

Supported users by telephone calls, web tickets, e-mails and walk end users.

Trained new Technicians upon hire.

Provided account management, system monitoring for multiplatform and multi-application. Made sure the users have the correct level to access systems and applications on the system.

Made sure all Cloud applications are up and operational for users.

Troubleshooted Clouds problem by using the written system operation procedures to properly identify the problem and what action to take.

Monitored Government Cloud applications on the Big Brother Monitor Screen daily.

Education

South Carolina State University Bachelor of Science in Business Administration/Economics

Training, and Certifications:

C-CURE 9000 System Installer/Maintainer – Proserv (cert # EU0227230)

CompTIA Security+ Certification

Learning Tree International: Oracle PL/SQL Programming and Advanced UNIX (2001) 1983

Windows 10 and 11, Microsoft applications, (MS) OneDrive, Kernel, Unix Operating Systems, Linux, MS DOS, Unix Novell, TSO/ISPF: Databases Oracle, Help Desk System (Remedy), Java, Citrix, Database Applications, Service Now Help Desk Ticket System

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