demetrius smith
Woodbridge,VA
Summary
Customer service professional with 2 years of experience in technical troubleshooting, hardware troubleshooting, and operational software. Proficient in MAC books, windows, wireless systems, and ticketing systems. Skilled in addressing and analyzing issues to implement effective troubleshooting solutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Automated Logistical Specialist
U.S. Army Reserve 55th MMC
Fort Belvoir, VA
08.2017 - Current
- Maintained inventory , material control, accounting and supply records were accounted for and annotated
- Review and verify quantities received against shipping documents and
- Maintain stock locations and administer document control procedures
- Reviewed and verified quantities received against bills of contracts, and purchase history on that were on the books
- Requesting and documenting all shipping documents, sub hand receipts.
Network Technician Associate
V.A.E INC.
Springfield, VA
06.2022 - 11.2022
- Traveled to different military bases within the U.S in order to Replace , switch and install previous network switches that were Juniper, to Cisco Switches
- Replaced old network fiber optics & fiber cables that ranged from Multimode, Single mode etc
- Utilized SFP optics whether it was LR, SX, LX During the installation process
- Performed troubleshooting technique with the purpose to make sure the installation process was accurately done and the equipment is fully operational .By verifying uplinks were present
- Along with making sure no red indicators were present
- Performed 2nd & 3rd checks on my work to make sure things were properly & correctly installed securely in its unit rack
- Making sure the switches and equipment powered up & cabled up neatly and running effectively.
Help Desk Support tier1
Apex systems LLC
Washington DC
08.2021 - 03.2022
- Received incoming calls
- Emails to Create new tickets to document the interaction
- Troubleshoot issues remotely with customers to the extent of password resets, account issues and general inquiries in relation to device issues they might have including
- Authenticator issues, BYOD issues , and Government issues devices
- Taking notes of each interaction detailing each step I performed while with the user
- Submitting tickets & transferring tickets up to the proper team department along with the work notes i annotated and other key information such as IMEI , Telephone number , type of device and things of that nature in the ticket if the basic troubleshooting steps performed did not suffice.
IT system analyst / system admin
SAIC
Washington DC
01.2023
- Provide assistance to people with appointments
- Viewed & answer tickets through service now, & emails through outlook in a timely manner with troubleshooting solutions
- Help government officials set up, gain access to their Govt owned device Ie laptops, mobile devices, with access through the use of an authentication Such as MSA (Microsoft authenticator), or RSA tokens (device used as a 2nd way to authenticate typically a 6-digit pin that resets every couple of mins)
- Reply to emails through outlook detailing issues the customer was having
- Review tick/ets though service now and close tickets once issues are resolved
- Used Active directory to verify users accounts were in the correct domain , and if their accounts had access to certain department of state specified applications
- Badge provisioned new users in order for them to have access to DOS items such as their computers etc
- Performed hardware configuration using Idemia , Idaxis software for users in order access the card reader software
- Performed software configuration on MacBooks and Windows Operating systems.
Education
U.S. Army Quartermaster School - Logistics Management
US Quarter Master School
09-2017
Highschool diploma -
Freedom High School
Woodbridge, VA06-2016
Bryant & Stratton diploma in Information technology - Information Technology
Bryant And Stratton College
Buffalo, NYSkills
- Installing Cisco & juniper switches
- Using Microsoft 365 applications
- Service now
- Active directory
- Configuring & installing software Mac and windows
- Troubleshooting mobile devices such as Iphones,androids , laptops
- Ability to identify the 3 different types of fiber optics ( LR , SX ,SR ) IN ORDER TO determine which one is needed for the network switch
- Managing & inventory along with stock control
- Managing ticketing systems such as Service Now
- Finding & navigating information within Active Directory
- Adding ,removing , managing certificates on Mac & windows systems also including mobile devices
- Cable managing & maintenance
Clearance
Active SECRET
Awards
- Google cybersecurity introduction cert NOV 2023
- FAA Safety team Aviation part 107 Small Uas initial - part 61 pilots MAR 2024
References
- Kaylin Sancho, 202-647-4672
- Kristipher Davis, 571-276-6583
- William Massey, 240-300-2536
Certification
- Google cybersecurity introduction cert NOV 2023
Accomplishments
- Deans list at Bryant & Stratton College
References
References available upon request.
Timeline
IT system analyst / system admin
SAIC
01.2023
Network Technician Associate
V.A.E INC.
06.2022 - 11.2022
Help Desk Support tier1
Apex systems LLC
08.2021 - 03.2022
Automated Logistical Specialist
U.S. Army Reserve 55th MMC
08.2017 - Current
U.S. Army Quartermaster School - Logistics Management
US Quarter Master School
Highschool diploma -
Freedom High School
Bryant & Stratton diploma in Information technology - Information Technology
Bryant And Stratton College