Antonio Smalls
Springfield,Virginia
Summary
Desktop Support Engineer adept at applying abilities, drive, and technical skills to positively impact desktop/hardware support. Proactive and hardworking team player with a focused mentality and rigorous approach. Restore system functionality by quickly assessing and resolving diverse hardware and software problems. Good troubleshooting, diagnostic, and repair skills combined with strong attention to detail and a systematic approach. Attentive Desktop Support Technician with 15+ years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Tier 2 Service Desktop Technician
ALTA
08.2023 - Current
- Configures, installs, and supports desktop computers, laptop computers, mobile devices, printers, monitors, portable data storage devices, and other general peripherals
- Relocates IT equipment including desktop computers, printers, monitors, mobile devices, and other general peripherals
- Tracks and updates the movement of all IT assets (laptops, desktops, mobile devices, printers, etc.) within the stipulated database and within time constraints
- Re-images desktops and laptops, as needed, and deploys new equipment to end users
- Re-configure mobile devices, as needed, and troubleshoot issues
- Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory
- Performs equipment excess and disposal activities
- Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, mobile devices, and printers
- Follows set policies and procedures when assisting users to ensure proper handling of requests
- Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I support
- Works with Tier I/III and other groups to resolve technical problems
- Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed
- Supports continuous improvement in the process and quality of the operations
- Works incidents and service requests in accordance with program Service Level Agreements (SLA’s)
- Participates in troubleshooting of issues with the drive towards root cause identification and resolution
- Participates and contributes to the User Acceptance testing
- Performs other program activities, as required.
Tier 2 Service Desktop Technician
Nuaxis Innovations
05.2021 - 06.2023
- Provide onsite desk-side and remote technical support
- Assist in training guidelines and objectives towards new hire orientation and training
- Assist in editing knowledge-based training documents
- Collaborate with other team leads and management on current situations and issues from other CIO groups
- Intercept and manage customer IT service requests via telephone, fax, e-mail, or walk-in
- Log a service ticket for every customer interaction regardless of the mode of communication (email, phone, fax, or walk-in)
- Manage, troubleshoot, and triage service requests face to face and/or via remote access
- Providing an enhanced level of IT service and support to our executive leadership team
- Resolve service tickets or escalate to other support entities as needed and within SLA parameters
- Support company PC Refresh Program
- The program includes but is not limited to: replacing old computers with new computers; migrating data and settings from old computers to new computers; scheduling appointments with respective customers; performing surveys for quality assurance purposes and other administrative duties as needed
- Support computer and peripheral moves for customers moving offices or cubicles to new locations
- Provide special services including on-site moves, Endpoint hardware setup and support, projector support and installation, and site and station manager kiosk support
- Perform endpoint device imaging
- Responds to and diagnoses problems through discussion with users and hands-on assistance
- Provides on-site support to end users on a variety of issues
- Identifies, researches, and resolves technical problems
- Responds to tickets assigned by Tier 1
- Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs
- Documents, tracks, and monitors tickets to ensure a timely resolution
- Provides second-tier support to users’ applications or hardware issues
- Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
- Simulates or recreates user problems to resolve operating difficulties
- Recommends systems modifications to reduce user problems.
Desktop Support Technician
INOVA/Apex systems
05.2021 - 04.2022
- Responsible for installation of imaged desktops and pre-configured peripherals for assigned Health System locations
- Performs all services necessary to install and move desktop and peripheral connections
- Performs all services to ensure desktop and peripherals are correctly installed and confirms all required business functions are working as required with end-users
- Maintains complete and accurate documentation involving the completion of service requests, resolutions of issues reported through the customer support line, or approved project work requests
- Consistently communicates technical issues with other members of the team and ensures documentation is updated with resolution steps for other team members when issues are resolved
- Orient’s end-user staff and provides feedback to the manager as appropriate
- Communicates status to internal and external constituents to keep the project team informed
- Assist the other members of the team if required.
Desktop Support Technician
Freddie Mac
02.2019 - 05.2019
- Troubleshoot Hardware and Software Issues remotely, face to face with Customers at the IT Solution Centers or desk-side visits for VIP customers
- IT Asset Management at the IT Solution Center
- Monitor service ticket queues and route priority service tickets accordingly
- Review completed service tickets for completeness and accuracy
- Demonstrate working knowledge of Incident management and service ticketing systems
- Add/remove users and groups, configure file permissions, and group policy, and configure and restore from backup
- Plan, schedule, and install new system software, office relocations, and appropriate infrastructure changes as needed
- Windows 10 Migration project
- VPN Connectivity Support
- Support Windows 7, 10, IOS, Workgroups, Domains, Active Directory, DNS, etc.
Desktop Support Technician
EPA
02.2019 - 05.2019
- The U.S
- Environmental Protection Agency Headquarters MDSS team supporting 8 thousand customers within 5 buildings as part of the Federal Triangle
- Use ServiceNow ticketing software with customized modules for tracking SLAs and Asset Management utilizing ITIL Service Management across the Lifecycle
- Active Directory account management implementation and administration
- Microsoft Exchange/Office365 use and/or administration
- Install, connect to the network, and maintain all computer hardware including PCs, laptops, tablets, printers, data collection devices, and telephones
- Install and maintain computer software on users' devices such as Microsoft Windows and Microsoft Office Suite, Antivirus and Malware protection
- Conduct user training on approved software and hardware as required
- Incident response and client response coordination for hardware and other IT Operations related failures
- Contribute to continual service improvement by assisting with Standard Operations Procedures creation, maintenance, and compliance
- Perform routine IT system administration, including health checks and supporting the incident resolution.
Desktop Support Engineer
National Governors Association
01.2019 - 02.2019
- Troubleshoot problems with Windows 10 and issues identified by customers and implement corrective actions quickly
- Provide customer support for an unlimited variety of hardware problems; assist users with basic software questions and troubleshoot malfunctions in automation equipment
- Functioned as a member of an IT team of 2 160 users at the National Governors Association daily
- Disassembled and reassembled computers for relocation and hardware upgrades
- Performed imaging and automation configuration to computers
- Provided technical support for Microsoft Office Outlook.
System Engineer
Apex Systems
09.2018 - 12.2018
- Support the replacement of all desktops throughout the EOIR enterprise at their 300+ court locations
- Travel to each assigned court location; Liaison between the court, Administrator, and OIT, and provide communication of any issues back to ManTech management
- Work with Judges to see how they would like their Courtroom customized before installation
- Assist with the replacement of all existing workstations (Windows 7 and 10 OS), Laptops, Monitors, Printers, and Scanners that are scheduled to be replaced
- Provide Daily status reports to OIT Mgmt
- With the status of the migration efforts
- While not on travel, the administrators will be required to assist with the remote support of travelers in the field in troubleshooting workstation issues
- Submittal of expense reports promptly.
Technical Support III
SAIC, GSA
01.2016 - 11.2017
- Function as a member of an IT team of 18 supporting 2200+ users at the National Capital Region (NCR) daily
- Analyze plans, manage, coordinate, monitor workload queue, and provide desk-side and network support to the end users
- Troubleshoot and connect mobile devices
- Troubleshoot problems with Windows 10 and issues identified by customers and implement corrective actions quickly
- Update the Service Desk call ticket tracking system with the problem resolutions; transfer the ticket to another team if the solution requires their expertise
- As another queue manager for the group, route and assign tickets to other local support technicians
- Provide guidance and work leadership to the less-experienced technicians
- Maintain current knowledge of relevant technologies as assigned
- Create or provide standard operating procedures for clients/new technicians to follow to conform to GSA standards
- Provide customer support for an unlimited variety of hardware problems; assist users with basic software questions and troubleshoot malfunctions in automation equipment
- Knowledge of TCP/IP networking, Active Directory, DNS, Windows account management, network, and NTFS file permission management
- Create and administer users' local accounts, Organizational Units (OUs), group memberships and permissions, etc., in NetIQ (web-based Active Directory) and Cisco RAS accounts for VPN remote login
- Set up both local and network printers for users
- Update and reset GSA's wireless account
- Use Desktop and Server Management (DSM) Remote Control Viewer, Bomgar, or Remote Desktop to connect to the users' computers to assist or perform system maintenance as a visual aid
- Install remotely pre-configured software packages to users' machines via a DSM tool
- Troubleshoot faulty users' GSA Blackberry or Android phones and Enterprise Activate new ones as needed
- Configure iPhones and iPads for VIP users
- Work independently most of the time, depending on what needs to get done, or as a member of the local support team and handle complex tasks on a compressed schedule
- Participate in special projects as required or assigned
- Work with other groups (e.g., Server Services) to achieve swift problem resolution and customer satisfaction
- Maintain, observe, and set up audio and visual presentations.
Service Desk Support Specialist I
Intelligent Decisions, GSA
12.2013 - 11.2016
- Provided customer support for an unlimited variety of hardware problems; assisted users with basic software questions and troubleshoots malfunctions in automation equipment
- Knowledge of TCP/IP networking, Active Directory, DNS, Windows account management, network, and NTFS file permission management
- Created and administered users' local accounts, Organizational Units (OUs), group memberships and permissions, etc., in NetIQ (web-based Active Directory) and Cisco RAS accounts for VPN remote login
- Set up both local and network printers for users
- Updated and reset GSA's wireless account
- Used Desktop and Server Management (DSM) Remote Control Viewer, Bomgar, or Remote Desktop to connect to the users' computers to assist or perform system maintenance as a visual aid
- Installed remotely pre-configured software packages to users' machines via a DSM tool
- Troubleshot faulty users' GSA Blackberry or Android phones and Enterprise Activated new ones as needed
- Configured iPhones and iPads for VIP users
- Worked independently most of the time, depending on what needed to get done, or as a member of the local support team and handled complex tasks on a compressed schedule
- Participated in special projects as required or assigned
- Worked with other groups (e.g., Server Services) to achieve swift problem resolution and customer satisfaction
- Public Trust Clearance
- Working knowledge of XP and Win 7; familiarity with Microsoft Office 2007/2010, Lotus Notes, and Google Gmail
- Demonstrated experience in moving, installing and configuring end-user computers in an Enterprise IT Environment
- Maintained Operating Systems within an Enterprise IT Environment
- Detail-oriented and able to precisely follow documented procedures
- Worked as a member of an integrated project team to deploy and upgrade multiple information systems at many offices throughout the United States
- Performed desktop, mail, and user data migrations with 0% loss of information
- Provided Tier 1, 2, & 3 Help Desk support to resolve user issues with custom applications, Microsoft Office Suite, Windows XP Professional, peripherals, internet, and network connectivity
- Conducted hard drive analysis, firmware upgrades, and secure configuration of systems' BIOS
- Configured Government-issued mobile devices such as Blackberries, Droid products, & Apple products
- Maintained, observed, and set up audio and visual presentations.
Desk Side Support
Catapult Technologies, GSA
06.2011 - 12.2013
- Provided effective troubleshooting, problem management, and client service skills as part of a team assisting associates
- Worked with the ticketing system to successfully document requests
- Performed system administration tasks, installation of new customer software releases, system upgrades, evaluation and installation of patches, and resolution of software-related problems associated with products on Microsoft Windows
- Worked closely with other Tiers and Desk Side personnel in resolving customers’ requests
- Responsible for second-level phone and deskside break-fix support, software installs, new customer setups, customer training, and preventative maintenance in a large enterprise Windows network
- Documented and tracked all processes and actions taken clearly and concisely
- Responsible for troubleshooting, and restoring network connectivity for E-mail, printers, scanners, desktop workstations, laptops, and other IT infrastructure components so they always met performance requirements
- Set up conference rooms with A/V equipment for daily meetings
- Received and stocked incoming equipment for new installs for users.
Service Desk Support Specialist I
Catapult Technologies, GSA
06.2011 - 11.2013
- Functioned as a member of an IT team of 18 supporting 2200+ users at the National Capital Region (NCR) daily
- Analyzed plans, managed, coordinated, monitored workload queue, and provided desk-side and network support to the end users
- Troubleshoot problems and issues identified by customers and implement corrective actions quickly
- Updated Service Desk call ticket tracking system with the problem resolutions
- Transferred the ticket to another team if the solution required their expertise
- As another queue manager for the group, routed and assigned tickets to other local support technicians
- Provided guidance and work leadership to the less experienced technicians
- Maintained current knowledge of relevant technologies as assigned
- Created or provided standard operating procedures for clients/new technicians to follow to conform to GSA standards
- Provided customer support for an unlimited variety of hardware problems; assisted users with basic software questions and troubleshot malfunctions in automation equipment
- Knowledge of TCP/IP networking, Active Directory, DNS, Windows account management, network, and NTFS file permission management
- Created and administered users' local accounts, Organizational Units (OUs), group memberships and permissions, etc., in NetIQ (web-based Active Directory) and Cisco RAS accounts for VPN remote login
- Set up both local and network printers for users
- Updated and reset GSA's wireless account
- Used Desktop and Server Management (DSM) Remote Control Viewer, Bomgar, or Remote Desktop to connect to the users' computer to assist or perform system maintenance as a visual aid
- Installed remotely pre-configured software packages to users' machines via a DSM tool
- Troubleshot users' faulty GSA Blackberry or Android phones and Enterprise Activated new ones as needed
- Configured iPhones and iPads for VIP users
- Worked independently most of the time, depending on what needed to get done, or as a member of the local support team and handled complex tasks on a compressed schedule
- Participated in special projects as required or assigned
- Worked with other groups (e.g., Server Services) to achieve swift problem resolution and customer satisfaction
- Working knowledge of XP and Win 7
- Familiarity with Microsoft Office 2007/2010, Lotus Notes, and Google Gmail
- Demonstrated experience in moving, and installing, configuring end-user computers in an Enterprise IT Environment
- Maintained Operating Systems within an Enterprise IT Environment
- Detail-oriented and able to precisely follow documented procedures
- Worked as a member of an integrated project team to deploy and upgrade multiple information systems at many offices throughout the United States
- Performed desktop, mail, and user data migrations with 0% loss of information
- Provided Tier 1, 2, & 3 Help Desk support to resolve user issues with custom applications, Microsoft Office Suite, Windows XP Professional, peripherals, internet, and network connectivity
- Conducted hard drive analysis, firmware upgrades, and secure configuration of systems' BIOS
- Configured Government-issued mobile devices such as Blackberries, Droid products, & Apple
- Maintained, observed, and set up audio and visual presentations.
Desktop Support Technician
Apex Systems, Inc, GSA
10.2010 - 06.2011
- Performed IT asset inventory on equipment: desktop computers, printers, fax machines, scanners, routers, firewalls, and switches
- Performed migration tasks of workstations and users and advanced troubleshooting of migration issues
- Executed batch files (provided by Perot Systems) to remove workstations from the old AD domain and join them to newly designated AD domains
- Performed the tasks with the minimum interruption possible in the environment or the services MHS employees offered their clients and patients
- Provided technical support for Microsoft Office Outlook, Configuration, Contact, and Group migrations, and user training
- Provided imaging and automation configuration to computers for shipment to 81 HUD locations around the world
- Worked with the team for the Tech Refresh Project at HUD Headquarters
- Upgraded on a computer system, data migration, end-user support; answered service desk tickets from users
- Disassembled and reassembled computers for relocation and hardware upgrades
- Analyzed, diagnosed, and troubleshot technical equipment problems via telephone and at the customer site
- Installed, repaired, and maintained equipment, including personal computers, laptops, printers, and other peripherals, at customer sites.
Field Engineer
Integration Technologies Group, Inc
10.2009 - 12.2009
- Provided technical support for Microsoft Office Outlook, Configuration, Contact, and Group migrations, and user training
- Performed imaging and automation configuration to computers for shipment to 81 HUD locations around the world
- Worked with the team for Tech Refresh Project at HUD Headquarters
- Upgraded on a computer system, data migration, end-user support; answered service desk tickets from users
- Disassembled and reassembled computers for relocation and hardware upgrades
- Analyzed, diagnosed, and troubleshot technical equipment problems via telephone and at the customer site
- Installed, repaired, and maintained equipment, including personal computers, laptops, printers, and other peripherals, at customer sites.
Education
A.A - Computer Science
Banner College
Arlington, VA01.2008
Skills
- DNS Management
- Firewall Configuration
- Customer Service
- Advanced Troubleshooting
- Hardware Installation
- Data Recovery
- Help Desk Experience
- End-User Support
- Application Installations
- Technical Support
- Issue Resolution
- Windows Operating System
- System Administration
Certification
- ITIL Foundation Certification in IT Service Management, active
- A+ Certification, active
- Security + Certification, active
Timeline
Tier 2 Service Desktop Technician
ALTA
08.2023 - Current
Tier 2 Service Desktop Technician
Nuaxis Innovations
05.2021 - 06.2023
Desktop Support Technician
INOVA/Apex systems
05.2021 - 04.2022
Desktop Support Technician
Freddie Mac
02.2019 - 05.2019
Desktop Support Technician
EPA
02.2019 - 05.2019
Desktop Support Engineer
National Governors Association
01.2019 - 02.2019
System Engineer
Apex Systems
09.2018 - 12.2018
Technical Support III
SAIC, GSA
01.2016 - 11.2017
Service Desk Support Specialist I
Intelligent Decisions, GSA
12.2013 - 11.2016
Desk Side Support
Catapult Technologies, GSA
06.2011 - 12.2013
Service Desk Support Specialist I
Catapult Technologies, GSA
06.2011 - 11.2013
Desktop Support Technician
Apex Systems, Inc, GSA
10.2010 - 06.2011
Field Engineer
Integration Technologies Group, Inc
10.2009 - 12.2009
A.A - Computer Science
Banner College