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Mr. Tristan A. Belgrave
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609 Angelwing Lane ò Frederick, MD 21703
410-935-5821 ò tabelgrave@gmail.com
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Certified Information
Technology Support Professional
Troubleshooting/Problem-Solving ò Customer
Service ò Installations/Configurations
Solutions-oriented Certified IT Specialist with expertise in both
higher education and government settings, adaptable and detail-oriented with
outstanding analytical, problem-solving and organizational skills.
Substantial experience working on independent IT projects, multi-tasking,
managing work flows and completing projects within timeline and projected
budget. Strong project management skills, proficient in
determining system requirements and resolving technical issues quickly.
Effective communicator with an exceptional ability to ensure technical
solutions meet business objectives.
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§ LAN/WAN/VPN Administration
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§ IT Expertise
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§ Project Management
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§ Troubleshooting
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§ Help Desk Support
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§ Security Protocols
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§ System Maintenance
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§ Network Enhancement
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§ Highly Analytical
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§ Superior Customer Service
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§ Corporate Support
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§ Remote Assistance
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§ System Imaging
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§ Document Administration
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§ Account Administration
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I.T.
Certifications:
A+, MCSA, ITIL V3 Foundation, Security+;
Currently studying for CISSP, LPIC-1 & CEH.
Software:
Microsoft Office 2007/2010/2013, FrontPage 2003, BMC Remedy, Microsoft
SharePoint, NCI
Proprietary Ticketing Systems, Active Directory, MS Lync, DameWare, Cisco
VPN, ServiceNow,
VMware Horizon View.
Operating
Systems:
Windows 7/Vista/XP/2000, working knowledge of Windows Server 2008/2012 R2,
Linux Ubuntu &
Linux Centos.
Clearance:
Active Secret Clearance from the Department of
Defense.
GTI Federal/All Native Inc. ò Fort
Detrick, MD ò Sep. 2012 - Present
Desktop Support Engineer III – United States Army
§ Shows strong
Project Management skills coordinating staff and users to conduct the
migration of Windows 7 to the computers located in Fort Detrick, ensuring the
machines are compliant according to base standards and expectations.
§ Directly responsible for applying/implementing
security protocols to remediate computer vulnerabilities through IAVA patch
management and updates, resulting in a 25% increase of computer systems in
compliance in accordance to base standards.
§ Collaborate with Information Assurance to locate and remediate DIACAP
findings via STIG guidelines and Retina scanning.
§ Consistently displays excellent customer service traits, receiving and
executing service tickets in a prompt and thorough manner, resulting in
higher levels of customer satisfaction.
§ Takes the lead on numerous proposal efforts, from the initial vision
to managing all technical architecture and work, ensuring project milestones
are met on time and delivered under/within budget.
§ Developed a level of trust and strong relationships with team members,
management and users.
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Provided exceptional customer service while
supporting customers on complex network issues.
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Utilized strong problem solving and analytical
skills to diagnose and resolve complex hardware and software issues.
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Specialized in troubleshooting mobile devices,
including Blackberry smartphones, within a corporate environment.
Terrapin Systems, LLC ò
Bethesda, MD ò Feb. 2011 – Sep. 2012
Computer Analyst/Queue Monitor - National Heart, Lung & Blood
Institute: May 2011 – Sep. 2012
Customer Solutions Analyst - National Cancer Institute: Feb.
2011 - May 2011
Computer
Analyst/Queue Monitor
§ Successfully delivered computer and networking support to the entire
institute of NHLBI by implementing troubleshooting and preventative solutions
to government clients.
§ Collaborated with the Desktop Support Technicians to resolve critical
concerns within the institute by contacting the users and updating them on
the status of their request while providing multiple workaround solutions.
§ Provided remote support to users, troubleshooting networking and
computer related issues by utilizing Windows Remote Assistance and Remote
Desktop, resolving user issues in a swift manner.
§ Responsible for formulating internal documentation for the Desktop
Support team, referencing solutions to common computer and networking
problems.
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Repaired software and hardware issues as needed.
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Responsible for troubleshooting and fixing all
virus issues.
§ Maintained a tracking system for software license tracking to ensure
timely upgrades.
Customer Solutions
Analyst
§ Directly responsible for addressing internal requests from government
clients to resolve computer and networking related issues, following up with
recommendations and/or solutions to ensure the highest quality customer
service was delivered.
§ Served as a critical liaison between team members, supervisors,
management and clients to resolve and address potential escalating
situations.
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Supported and maintained hardware, software, and
backup systems.
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Supported end-users on complex hardware and
software issues/problems.
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Maintained all office computers and ensured users
were working at maximum productivity.
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Repaired software and hardware issues as needed.
Montgomery College,
Rockville, MD: Feb. 2011 – July 2011
Technology Leading
Edge Apprenticeship Program (TechLEAP)
Salisbury
University, Salisbury, MD: Aug. 2003 – May 2007
Bachelor of Arts in
Interpersonal/Organizational Communications
GPA: 3.15/4.0
Organizations/
Affiliations
Awards/Honors
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United States Judo Association, Member of the
Evangelical Reformed United Church of Christ.
Salisbury
University Dean’s List for Spring 2007.
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Volunteerism
Interests/
Activities
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Soup
Kitchen Volunteering at the Frederick Rescue Mission.
Citizen Blogger
for the Frederick News Post Online (The Gaming Confessions), Member of the
Bushikai Hidama Dojo, Gaming, Broadband TV Content Partner, PC Enthusiast
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References: Available Upon Request
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