Damon Hamilton
Essex,MD
Overview
2
2
years of professional experience
1
1
Certification
Work History
End User Support Specialist
Maryland State Highway Administration ( Acquisition Workforce )
12.2023 - Current
- Monitor industry standard service desk
- Troubleshooting with end-user, triaging service tickets, routing to appropriate tier 2 and tier 3 support
- Document and communicate information to develop templates based on user calls to the service desk manager
- Assist service desk manager with documentation knowledge base, to include closing of tickets
- Assist in enhancing documentation for tier 2 and tier 3 routing
- Develop and maintain or assist in the development and maintenance of tier 1 documentation
- Attend staff meetings, as well as other meetings, as required
- Trouble shooting Software such as MS Office Suites, Teams, Cisco Anyconnect, DUO, Printer Software, Win 10 and Win 11.
Help Desk Specialist II
WinHub LLC
01.2023 - 12.2023
- Responsible for laptops and their support
- Ensuring inventory processes are followed
- Remotely supporting a large user base on laptop and software issues
- Supporting an LAN based user base on laptop and software issues
- Researching problems and fixes
- This will include developing materials to support required support such as instructional materials
- Testing upgrades and documenting process
- Provides basic technical support and assistance to clients via email, phone, and/or other remote methods
- Addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance
- Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction
- Documents client interactions, including details of inquiries, complaints, comments, and actions taken
- Created Virtual Machine with Windows 10 and 11 for CMS Clients
- Provided End User Support for Office 365
- Setup user accounts and access Via MS Azure and Intune
- Assisted user with Installation and Configuration of Citrix and Citrix Workspace
- Networking Troubleshoot with TCP/IP, WIFI, Network Cabling and Creation, VOIP Desk Phones
- PowerShell Script Creations for Windows Update Management.
Senior Specialist, E2
Underarmour (HCL of America)
01.2022 - 01.2023
Education
A.A. in Computer Science and Technology - Computer Science and Technology
Catonsville Community College
Catonsville, MD07.1993
Skills
- Desktop Support
- Information Technology
- It Specialist
- Help Desk
- SCCM
- Service Desk
- Active Directory
- Information Security
- LAN
- Microsoft Windows Server
- Microsoft Windows
- Microsoft Exchange
- Network Support
- VMWare
- Operating Systems
- TCP/IP
- DNS
- VoIP
- Disaster Recovery
- WAN
- Troubleshooting
- Application Support
- IT support
- Load Balancing
- System Administration
- DHCP
- Firewall
- Google Suite
- VPN
- ServiceNow
- Azure
- Authentication
- Microsoft Access
- Software troubleshooting
- Cloud infrastructure
- Microsoft Office
- Writing skills
- Slack
- IOS
- Communication skills
- ITIL
- IT
Certification
- CompTIA A+
- Driver's License
Timeline
End User Support Specialist
Maryland State Highway Administration ( Acquisition Workforce )
12.2023 - Current
Help Desk Specialist II
WinHub LLC
01.2023 - 12.2023
Senior Specialist, E2
Underarmour (HCL of America)
01.2022 - 01.2023
A.A. in Computer Science and Technology - Computer Science and Technology
Catonsville Community College
- CompTIA A+
- Driver's License
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