Christopher Catron
Colonial Heights,VA
Summary
Proficient Information Technology Specialist thrives setting up and maintaining stations, training users and supporting pivotal process improvements to Windows systems and software. Well-versed knowledge of up-to-date business practices, IT standards and government regulations. Self-motivated approach to monitoring and resolving troublesome IT issues. Expert collaboration with developers to continuously improve tools and resources.
Overview
21
21
years of professional experience
Work History
Information Technology Specialist III
Free Alliance, Agil3tech
Fort Lee, VA
11.2021 - Current
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Used ticketing systems to manage and process support actions and requests.
- Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
- Attended regular client meetings to report project progress and address questions.
- Prepared reports by collecting, analyzing and summarizing information.
- Built and refined powerful PowerShell scripts that automated duties, corrected problems and saved many hours of labor.
- Communicated regularly with customers concerning data exchange and technology integration.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Supervised and monitored delivery of contractual services according to SLA agreements.
- Drafted and distributed training manuals for devices used by various employees.
Information Technology Specialist III
Freealliance
Fort Lee, VA
10.2019 - 10.2021
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Used ticketing systems to manage and process support actions and requests.
- Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
- Prepared reports by collecting, analyzing and summarizing information.
- Built and refined powerful PowerShell Scripts that automated duties, corrected problems and saved many hours of labor.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Drafted and distributed training manuals for devices used by various employees.
Information Technology Specialist III
Freealliance
Fort Lee, VA
07.2018 - 09.2018
- Conducted daily system monitoring, verifying security, integrity and availability of hardware, server resources, applications and key processes.
- Answered and triaged requests for assistance in order to provide top-notch support.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Monitored networks and network devices to resolve technical problems quickly.
- Standardized job tasks and trained junior team members on industry best practices and standards.
- Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Resolved system, hardware and telephone issues within 72 hours, improving efficiency among departments.
- Defined and documented technical support best practices for Microsoft Office technologies.
Information Technology Specialist III
CSRA, CAELUM
Fort Lee, VA
06.2015 - 07.2018
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Used ticketing systems to manage and process support actions and requests.
- Facilitated best user experience through continuous support, training classes, improvements and communication of system changes.
- Prepared PowerShell reports by collecting, analyzing and summarizing information.
- Built and refined powerful PowerShell scripts that automated duties, corrected problems and saved many hours of labor.
- Communicated regularly with customers concerning data exchange and technology integration.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as Microsoft Office and Cisco AnyConnect.
Information Technology Specialist (25B)
US Army Reserve
Richmond, VA
03.2003 - 01.2016
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Configured hardware, devices and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Helped streamline repair processes and update procedures for support action consistency.
- Resolved issues and escalated problems with knowledgeable support and quality service.
Information Technology Specialist II
AFMS, CSC, CSRA
Fort Lee, VA
11.2012 - 05.2015
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Used ticketing systems to manage and process support actions and requests.
- Facilitated best user experience through continuous support, training classes, improvements and communication of system changes.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Supervised and monitored delivery of contractual services according to SLA agreements.
Education
Master of Science - Information Assurance And Security
Strayer University
Richmond, VA06.2021
Bachelor of Science - Information Technology
Strayer University
Richmond, VA06.2011
Associate of Science - Information Technology Networking
ITT Technical Institute - Indianapolis
Richmond, VA06.2004
Skills
- Software Management
- Performance Monitoring and Optimization
- Network Security
- Application Configuration
- User Support
- Hardware Installation
- Bug Fixes
- Maintenance Organization and Development
- Client Meetings
- Hardware and Software Configuration
- Software Updates
- Script Writing
- Remote Conferencing Support
- Responding to Technical Questions
- CompTIA Security Certification
Accomplishments
- Promoted to Senior Help Desk after 3 years of employment.
- Recipient of individual and departmental awards for providing stellar client service.
- Supervised team of 3 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Affiliations
Information Systems Audit and Control Association
Languages
German
Elementary
Korean
Elementary
English
Native or Bilingual
Timeline
Information Technology Specialist III
Free Alliance, Agil3tech
11.2021 - Current
Information Technology Specialist III
Freealliance
10.2019 - 10.2021
Information Technology Specialist III
Freealliance
07.2018 - 09.2018
Information Technology Specialist III
CSRA, CAELUM
06.2015 - 07.2018
Information Technology Specialist II
AFMS, CSC, CSRA
11.2012 - 05.2015
Information Technology Specialist (25B)
US Army Reserve
03.2003 - 01.2016
Master of Science - Information Assurance And Security
Strayer University
Bachelor of Science - Information Technology
Strayer University
Associate of Science - Information Technology Networking
ITT Technical Institute - Indianapolis
Hobbies
Health, Fitness, Computers, Billiards, Plants
Hobbies
Health, Fitness, Computers, Billiards, Plants
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