Christopher A. King

6 Paddle Court

Portsmouth, VA 23703

H(757) 483-2148

acking11@outlook.com

 

OBJECTIVE

To obtain a career within an organization where my knowledge, skills, and abilities will be utilized in a senior level PC/Help desk support position

 

PROFESSIONAL SUMMARY

Information Technology professional with 20+ years of experience in the areas of hardware, software, network and application problem resolution in both an unclassified and classified environment for large user groups including military, government civilians and contractor personnel. Ten+ years in providing customer and end-user help desk support by diagnosing, troubleshooting, and resolving client issues with hardware maintenance, installations and upgrades.

 

TECHNICAL PROFICIENCIES

•         Operating Systems: Commercial off-the-shelf (COTS software i.e., Windows 7Pro Windows 8, Windows 10 Server 2008, and Server  2012

•         Network: Web proxies, Active Directory (client side including some permissions), Routers, Hubs, LAN/WAN, and VPN, TCP/IP troubleshooting, Net meeting.

•         Software: Symantec Ghost Imaging, Remedy, MS-Office 2000, 2002, 2003, & 2007,2013 Internet Explorer 11, Mozilla, Adobe, DameWare, Norton, McAfee and Anti-virus software.

•         Hardware: , Dell, Compaq, IBM and HP

•         10+ years of customer service experience

•         10+ years of technical or product support experience

•         MS Office, Windows 7, Windows 10 and PC knowledge

•         Strong verbal and written communication skills

•         Strong customer service experience

•         Excellent troubleshooting and problem solving skills

•         Experience working in a fast-paced environment

•         Microsoft Deployment Toolkit for image deployment

•         Apple IOS IPAD AND IPHONE  support and configuration

 

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PROFESSIONAL EXPERIENCE

INFORMATION TECHNOLOGY SPECIALIST GS-2210-11

USDA Kansas City MO transferred to /Richmond VA 9/12-3/16

 

DUTIES AND RESPONSIBILITIES

 

•         Managed workstation operating systems to include the troubleshooting and installation of upgrades, patches, and security files.

•         Performed workstation maintenance to include troubleshooting hardware failure, resolving workstation issues and problems, and replacing workstation components.

•         Implemented and carried out inventory disposition and deployment and kept inventory database up-to-date.  Coordinated the sanitization and disposal of excess equipment according to property policy.  Completed forms,obtained necessary signatures and provide reports to Group Managers. 

•          Performed server 2012 software installations.  Performed server 2012 system administration and support including monitoring and restoring backups, Dynamic Host Configuration Protocol leases  managed user accounts on domain to include adding removing, and moving users on servers.

•         Provided support on remote access (e.g. dialup, VPN), workstation remote access network server connectivity, and workstation connectivity to include troubleshooting, basic setup, and maintenance.

•         Provided data network support to users by troubleshooting network issues, isolating problems with network components, performing setup and maintenance, and support cable installations as needed. 

•         Provided support and maintenance for a variety of printer and network copier issues (e.g. hardware, connectivity, installation of maintenance kits, etc.).

•         Provided support to users with telephony issues to include moving phones, connecting phones, and isolating phone and fax system problems.

•         Worked with helpdesk and senior specialist to provide support on PBX/Key phone systems to include programming, end-user support, and troubleshooting.

•         Provided user account support to include setup and configuration (e.g. user profile, e-mail, printer access), and troubleshoot user account problems.

•         Provided user support, training, and troubleshooting on a variety of workstation, software applications, hardware, and hardware accessories (e.g., digital camera, PDA, scanners, etc.) issues.

•         Independently addressed, investigated, and resolved workstation security issues such as viruses, worms, and/or spyware.  Performs security reviews and audits for customer agencies,and performs workstation security scans.

•         Used Microsoft Deployment Toolkit to deploy new workstations and laptops and reimage non working units.

•         Performed IPAD AND IPHONE setup configuration and troubleshooting of I devices.

•         Managed service call tickets using Remedy Ticketing system this included responding to services request, inventory management and parts request.

 

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Senior Helpdesk Technician, Jacobs Technology, Inc., (Sep 2011 – Feb 2012)

•         Supported end-users by providing hardware, software, network and applications problem resolution utilizing industry standard desktop operating systems and office automation software suites Communicated via phone, portals and instant messaging with end-users and technicians to troubleshoot core services (file, e-mail, print, web, portal and transport)

•         Researched, diagnosed, documented, and resolved technical issues surrounding Windows XP, Windows 7, MS Office applications, e-mail, Internet connections, hardware/peripheral equipment

•         Monitored secure & non-secure networks, modified user accounts via Active Directory, submitted changes to file management and peripheral devices via Remedy, escalated network incidents, provided direct support

•         Analyzed and assigned problems to special teams (i.e., Desktop Support, Customer Support, Network/System Administration) to determine which team should best resolve the problem

 

Network Engineer, Convergenz, LLC, United States Coast Guard, Portsmouth, VA (Mar 2011 – Sep 2011)

•         Provided technical assistance to Information Resource Management support staff and other Coast Guard personnel and provided technical support in the area of USCG Standard Workstation (CGSW) connectivity/interoperability with other computer platforms

•         Provided network development, administration, and support for TCP/IP local area networked for networked personal computer running Windows NT or Windows XP/.NET

•         Provided users with one-on-one advanced computer hardware/software technical issues as well as provided formal technical evaluation, implementation, and advanced training

•         Installed system upgrades upon receipt

•         Set up and use disaster recovery procedures in accordance with appropriate plans

•         Monitored system performance and recommended changes
 

Personal Computer Systems Administrator, All Staff Technical Solutions, United States Army Corp of Engineers, Norfolk, VA (Aug 2010 – Dec 2010)

•         Trained customers in installing, configuring, troubleshooting desktop systems, commercial off-the-shelf software, local area network communication support, resolving problems IAW established procedures and/or guidelines

•         Diagnosed and resolved complex computer hardware/software application problems for all customers assigned

 

DHSITNOVA, INSIGHT Technology Solutions, Inc. Bowie, MD (May 2009 – Sep 2010)

•         Installed and configured application software for classified and unclassified desktop and laptop computer systems as well as peripheral equipment

•         Planned, coordinated, and provided operational maintenance for software loading and upgrades for office applications and Windows/95/98/NT/2000/XP and/or later software

•         Analyzed and isolated classified and unclassified computer hardware problems

•         Installed, tested, modified, upgraded and troubleshoot classified and unclassified computers and peripherals connected to the network

•         Performed hardware and software systems installations, modifications, and upgrades

•         Provided support for local and remote users for all hardware and software systems, including connectivity, VPN, and remote desktop issues

•         Maintained user account administration information in the Windows active directory adding users and computers and password resets

•         Installed and configured new releases and versions of software, Windows and Mac operating systems, and other software package

 

RDM Technician, Zero Chaos, NMCI, Norfolk, VA Jan 2009 – May 2009)

•         Installed and configured application software for classified and unclassified desktop and laptop computer systems including peripheral equipment

•         Planned, coordinated, and provided operational maintenance for software loading and upgrades for office applications and Windows 95/98/NT/2000/XP software

•         Analyzed and isolated classified and unclassified computer hardware problems

•         Installed, tested, modified, upgraded, and troubleshoot classified and unclassified computers and peripherals connected in a networking environment

•         Maintained user account administration information in the Windows active directory

•         Performed hardware and software systems installations, modifications, and upgrades
Troubleshoot hardware and software issues

•         Provided support for local and remote users for all hardware and software systems, including connectivity, VPN, and remote desktop issues

•         Installed and configured new releases and versions of software, Windows operating systems, and other software packages

 

Helpdesk Analyst, Government Works, Norfolk, VA (May 2008 – Oct 2008)

•         Answered incoming trouble calls assisting customers with password resets and connectivity issues

•         Troubleshot hardware issues, and provided basic support of systems Break-fix, Installs and Preventative maintenance activities

•         Conducted routine troubleshooting of hardware, software and general problem resolution within IT systems

•         Provided research assistance to senior technicians for resolution of problems and coordinated systems repair with outside vendors

•         Escalated unresolved problems to the appropriate queue in a timely manner to expedite resolution

 

Senior Desktop Support Engineer/Desktop Systems Administrator, RHI, Norfolk, VA (Dec 2007 – Apr 2008)

•         Provided personal computer support, problem analysis, and hardware/software installation and configuration in a customer service driven environment

•         Assisted customers in installing, configuring, troubleshooting desktop systems, commercial off-the-shelf software, and ensured local area network communication support was established

•         Diagnosed and resolved complex computer hardware/software application problems in response to customer reported incidents

 

Desktop Support Engineer II, Anthem BCBS, Richmond, VA 2001 – Sep 2007)

•         Provided Desktop support in an enterprise environment of 4000 users working with Windows NT, 2000, and XP Professional and Server, Exchange Server 2003 in a HIPAA Environment

•         Assisted customers in installing, configuring, troubleshooting desktop systems, commercial off-the-shelf software, local area network communication support IAW established procedures, and/or training, in response to customer requirements

•         Diagnosed and resolved complex computer hardware/software application problems in response to customer reported incidents

•         Performed SMS, Ghost Imaging, PC upgrades, rebuilds, and installs, scripting, Active Directory, mapping drives, Windows Remote Access, Service Center ticketing

 

MILITARY EXPERIENCE

United States Army (Retired), MOS 36K, 1981 - 1988

Disabled Veteran (30%)

 

EDUCATION

Certificate - Computer Electronics (GPA: 3.2)

Diploma - Computer Electronics, CDI Computer Education, Virginia Beach, VA

Tidewater Community College, Portsmouth, VA

Continuous Education/On-the-Job Training, Customer Support

 

SECURITY CLEARANCE

•         Top Secret SCI – Inactive

•         Public Trust – Inactive

 

REFERENCES

Available upon request