Claude Ross
Laurel,MD
Summary
Resourceful it technician offering several years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with windows, linux and mac os environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician
GDIT
Annapolis Junction, MD
09.2023 - Current
- Assisted users with troubleshooting computer issues via remote desktop sessions.
- Provided technical support to users experiencing difficulties with their networks.
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Resolved network connectivity issues.
- Performed troubleshooting to diagnose and resolve technical issues.
- Configured security settings or access permissions for groups and individual users.
- Monitored performance and maintained systems according to requirements.
- Ensured compliance with established standards, policies, and procedures.
IT Help Desk
Radnet
11.2020 - 09.2023
- Answer Service Desk phones and respond to emails while exhibiting the ability to communicate effectively using both verbal and written skills
- Accurately log support requests in our ticketing system
- Provide Level 1 support to all end users
- Diagnose and triage all assigned Service Desk cases; escalating where indicated or when necessary
- Troubleshoot and resolve hardware related issues (I.E
- Desktop scanners, monitors, printers)
- Retrieve voice mails and enter information in our ticketing system
- Monitor Service Desk queues in our ticketing system to ensure timely resolution
- Maintain user settings, configurations and standardization through GPOs and Desktop Authority
- Alert Management to emerging trends
- Monitor various networks and notify the appropriate team of outages
Education
Bachelor of Science - Information Systems
University of Maryland
Baltimore, MD05.2022
Associate Degree - Computer Science
Howard County Community College
Columbia, MD05.2016
Skills
- Firewall
- Microsoft Windows
- Mac OS Expertise
- C
- Java
- SQL
- PHP
- HTML
- Routers
- Switches
- Firewalls
- Microsoft Office
- JGrasp
Clearance
TS/SCI w/ CI Poly
Certification
- CCNA
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
Timeline
IT Help Desk Technician
GDIT
09.2023 - Current
IT Help Desk
Radnet
11.2020 - 09.2023
- CCNA
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
Bachelor of Science - Information Systems
University of Maryland
Associate Degree - Computer Science
Howard County Community College
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