Dajon Bellamy

- Oversaw a team of five IT Help Desk professionals (3 of which are Military Personnel).

- Provide remote and on-site technical support

- Manage trouble tickets using Remedy, escalating and assigning as needed

- Administer and manage Active Directory using NET (NMCI ENTERPRISE TOOL)

- Developed comprehensive Standard Operating Procedures (SOPs) for various IT processes

- Manage remote network access devices

- Provide support for Government Furnished Equipment (GFE)

- Manage (Secure) Video Teleconferencing (VTC) audio and video teleconferences

- Support Virtual Desktop Infrastructure (VMware Horizon Client)

- Assist with VoIP phone support, including password resets and voicemail PIN resets

- Support organizational-wide O365 migration in the national capital region

- Troubleshoot Windows and iOS devices

- Assist in the installation and management of government-approved software

- Conduct new hire training

- Execute hardware requests for workstation equipment and peripherals

- Manage inventory

- Assist in command-wide tech refresh including NIPR & SIPR computers,

iPhones, iPads, and VTC equipment

- As a TA (Trusted Agent) provided issuance and revocation of SIPR Tokens

- Provided training to end users on best cybersecurity practices for maintaining a SIPR Token

- Deliver direct support to the cybersecurity and SharePoint teams.

- Deliver technical support to over 50 VIP clients.

- Support Virtual Desktop Infrastructure (VMware Horizon Client)

(The responsibilities for this role matches the above role due to a employer contract change).

- Demonstrated leadership and teamwork skills while serving in the Navy Reserve

- Successfully completing training and missions that enhanced operational readiness and strategic objective

- Developed strong problem-solving abilities and discipline while collaborating with diverse teams in high-pressure environments

- Utilized the ServiceNow ticketing system to open, resolve, and update tickets.

- Utilized Administrator tools to manage, troubleshoot, and optimize the windows environment

- Utilized Bomgar to remote into workstations and troubleshoot issues.

- Utilized Registry Editor to troubleshoot and solve system issues.

- Created, moved, and deleted accounts in Active Directory and managed

security groups for objects like users, laptops, and desktops.

- Created SMB shares and security groups for the specific share drives.

- Imaged Dell/HP laptops and desktops with a DISA/DHA-approved Windows

10 image using the PXE Boot process and configured them for users, classrooms, and conference rooms.

- Assisted system administrators with setting up classrooms for users.

- Worked with vendors such as HP/Dell to troubleshoot technical issues with

desktops, laptops, printers, and scanners.

- Utilized vCenter to update Windows servers and patched vulnerabilities.

- Created Ethernet cables using Cat5/6 wires.

- Troubleshot technical issues with applications such as Microsoft O365,

Adobe, Teams, and Windows 10.

- Configured mobile phones by utilizing MobileIron/Purebred to meet DISA

compliance standards and to access network resources such as VPN, O365, and Teams

- Assisted in setting up for Teams meetings by configuring microphones and cameras, and testing the overall AV quality.

- Experience with tier 2/3 support.

- Provided customers technical support via email, phone, MS Teams, and in person

- Imaged/re-imaged laptops and desktops for DoD operability

- Diagnosed computer errors, troubleshot software, driver issues, hardware, VPN/network connectivity and printer issues

- Applied group policy & McAfee updates on end-user systems

- Unblocked/unlocked CAC & IAccess cards

- Issued laptops, peripherals, etc to customers

- Configured new systems (laptops, desktops, phones, tablets)

- Reviewed, followed, and made recommendations for new Help desk SOPs

- Provided support with active directory (adding end users to share drives, reenacting accounts, etc.)

- Trained end users (completion of SAAR forms, Network connectivity via telework, moving files to a disk, software)

- Disassembled computer systems to identify and resolve hardware issues

- Troubleshot and resolved issues related to hardware, software, and network connectivity

- Delivered exceptional technical support to customers via multiple

platforms – phone, e-mail, chat, and in person

- Skilled in using remote support tools, i.e., TeamViewer and Remote Desktop

- Escalated complex issues to senior technicians as required

- Provided training to military personnel on technical products

- Assisted in the maintenance of SOPs and other process documentation

- Conducted preventive maintenance and software updates

- Setup and configured new computers, printers, and other peripherals