Support Specialist Trouble Shooting

David C. Sellars

*** ***** **** ****, ****** Cross Virginia 22437 703-***-**** adyhx9@r.postjobfree.com

Professional Experience

DataStaff/Contractor

May 2022 – June 2023

Helpdesk Analyst Tier II

•Provide 1st level support for internal and external customers for proprietary software system

•Administer access to the client’s systems

•Strong knowledge of Microsoft Client Operating Systems -Windows 10/11

•Active Directory Admin for password resets and fie directory permissions

•Provide deskside support to staff, including hardware and software installation/troubleshooting

•Onsite and remote support for users using remote desktops and applications.

•Maintain the technical knowledge base, including updating and creating knowledge base articles

•O365 Admin working with permissions and distribution lists as well as groups setup

•Manage ticket queues and follow up on open tickets

•Managed client and server Anti-Virus software applications

•Setup and assisted user’s with OKTA Multi-Factor Authentication and SSO portal

•Assist with special projects as needed

•Assisted and supported users with setup of Cisco AnyConnect, WebEx and Video Conferencing

•Resolve and update technical issues using JIRA ticketing system

•Experience with messaging and calls through Teams, Zoom, Skype, WebEx

•Troubleshooting network and WiFi issues including, Cisco VPN client also Juniper, Palo

The Judge Group Inc. Contractor/Southeastrans

May 2021 – December 2021

Helpdesk Technician Tier II

•Responsible for supporting user devices including laptops, thin clients, mobile phones, etc.

•Strong knowledge of Microsoft Client Operating Systems -Windows 10/11

•Experience on Microsoft Windows Server 2008/2012/2016 and O365 as well as Active Directory Admin

•Interface with servers and assist users with logging into Domain

•Onsite and remote support for users using remote desktops and applications.

•Software installation, configuration and troubleshooting. Including Microsoft office products including Office 365 and Microsoft Teams, and custom applications.

•O365 Admin working with permissions and distribution lists as well as groups setup

•Create and maintain User accounts as well as low level Exchange Admin

•Managed client and server Anti-Virus software applications

•Setup and assisted user’s with OKTA Multi-Factor Authentication and SSO portal

•Provided support for Virtual Server and Desktop Technologies

•Assisted and supported users with setup of Cisco AnyConnect, Jabber and Video Conferencing

•Replacing and upgrading laptop and desktop components per LCM schedule

Unemployed Nov 2020 – May 2021

FAA Contractor/Remote Support Herndon, VA – Supported Local and East Mid-Atlantic Region

June 2013 – Nov 2020

User Support Technician II

•Support for both Windows 7 and Windows 10 environments locally and throughout the FAA.

•Active Directory administration for User, Computer, Printer and Application groups.

•Collaboration with team members and assisted training new technicians.

•Software installation, configuration and troubleshooting. Including Microsoft office products, Adobe products, AutoCad, and FAA custom applications.

•Work with vendors (HP, Dell, Lexmark) on repairs for devices that are under warranty.

•Support and troubleshooting of Microsoft Office 365 mail clients and applications.

•Configure and support VPN and remote connectivity configurations on workstations.

•Conference room support, A/V equipment and conferencing services.

•Support wireless and MIFI configuration settings on workstations.

•Imaging and configuring computers to agency standards.

•Replacing and upgrading laptop and desktop components.

•Managing printer consumables and inventory.

•Repairing and servicing local and network print devices.

•Setting up, configure and troubleshooting peripherals.

•Troubleshoot basic networking issues as it relates to device connectivity.

•Asset management for local laptop and desktop inventory. High volume of New Hires in the supported areas.

•Responsible for supporting user devices including - laptops, thin clients, mobile phones, iPad

•PowerShell experience is basic used for commands to find out AD info for computer and user accounts is a PLUS

Disys/Contractor Capital One November 2012 – March 2013

Desktop Support Specialist

Confirm that Office 2010 has been delivered successfully and is functioning properly

· Remove and reinstall Office 2010 software manually that was not able to be delivered properly via SCCM client

· Trouble shoot SCCM client issues, and based on findings repair or reinstall SCCM client so software can be delivered to user’s Laptop or PC properly

· Trouble shoot Office 2010 issues after install, including functionality and ADD-IN issues

· Day to day helpdesk Trouble shooting on Laptops and Desktops, including remote and desk side support.

· Trouble shoot Office 2010 issues after install, including functionality and ADD-IN issues · Installation and configuration of VM Ware with various OS,s

Insight Global/Contractor Freddie Mac August 2012 – November 2012 Windows 7 Deployment Technician

· Delivered Windows 7 new user orientation, which entails giving Power Point presentation, and walking user’s through setup of their new Windows 7 laptop.

· Orientation class educated new Windows 7 user’s, on details of data migration and location and verified Network drive mappings were also migrated. Class included Setup of Lotus notes, and verification of Notes data was migrated.

· Installed scanners, and printers. Along with any other hardware that needed to be installed post migration.

· Physically visited and backup PC’s that fail during automated process, this included verification of data that was backed up.

· Installed software manually that was not able to be packaged, to recently migrated user’s.

· Hands on experience installing, configuring and trouble shooting Windows 7

· Hands on experience installing, configuring and trouble shooting VM Ware

RCM Technologies/Contractor Security Exchange Commission June 2012 – August 2012 Windows 7 Deployment Technician

· Responsible for assisting with daily XP to Windows 7 Migrations including making sure the migration has completed successfully and the users data has been backed up to a usable USMT file

· validate that Office 2010 has been delivered successfully and is functioning properly

· Physically visit and Light Touch PC’s that fail during automated process

· Install peripherals such as scanners and printers and any other hardware that has failed to install after Windows 7 migration

· Hands on experience installing, configuring and trouble shooting Windows 7

· Field phone calls and troubleshoot and fix issues from the previous days migration

Advantage Technical Resourcing/Contractor Veterans Affairs Nov 2010 – June 2012

IT Support Specialist

· Responsible for day to day helpdesk issues, including remote support for remote users.

· VPN installation and configuration. Troubleshooting connectivity, and network access.

· Imaging of Laptops and desktops, including Installing and configuration of all Applications including support of all Office 2007 and 2010 software.

· Oversee the Creation of user accounts, mailboxes, distribution lists, creating group folders as well as granting user access and applying permissions

· Hands on experience installing, configuring and trouble shooting Windows 7 · VIP Support and Tier II escalation support

Apex Systems Inc March 2010 – September 2010

Lead Desktop Support Specialist

· Responsible for day to day helpdesk issues, including remote support for remote users.

· VPN installation and configuration. Troubleshooting connectivity, and network access.

· Imaging of Laptops and desktops, including Installing and configuration of all Applications including all Office 2007 products.

· Manage and update workstations using Altiris management console

· Oversee the Creation of user accounts, mailboxes, distribution lists, creating group folders as well as granting user access and applying permissions

· Hands on experience installing and configuring Windows 7 in a network environment, as well as support · Handled and resolved any issues escalated, from TIER I helpdesk support. · Assisted with new Blackberry setup, as well as support.

Insight Global July 2009 – Jan 2010

Network Support/Helpdesk Technician

· Assist in daily support for remote and local customers, Including executive priority support for portable and Blackberry devices.

· VPN installation and configuration. Troubleshooting connectivity, and network access.

· Imaging of Laptops and desktops, including Installing Applications including all Office 2007 products, Adobe products etc.

· Responsible for configuring print servers. Adding all printers to network and configuring drivers for printers.

· Responsible for Patching and updating all production Windows 2003 Servers

· Oversee the Creation of user accounts, mailboxes, distribution lists, creating group folders as well as granting user access and applying permissions

· Hands on experience installing and configuring Windows Vista in a network environment

References Available Upon Request

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