Windows XP, Vista, 7, 10
Deon Osborne
System Administrator III
Hyattsville,MD
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced Technician with over 11 years of experience in Information Technology. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
System Administrator III
Guidehouse
College Park, MD
05.2022 - Current
- Promoted to the Tier I team's, Deputy Lead to Customer Support role within 6-months of employment. Guides and trains a team of 5+, level1-lvl3 Windows & Linux System Administrators. Key responsibilities include managing on/offboarding of staff, provide Weekly & Monthly Status Reports (e.g., data metrics, risk/issues, updates to processes) utilizing ServiceNow ticketing & reporting system to NOAA branch managers.
- Spearheaded completion of 50+ backlog of Dell laptop repairs by completing individual triaging of each device to determine proper course of action, tracked progression toward completion using excel spreadsheet, and provided weekly reporting to executive leadership. Project was completed within 3.5 months resulting in being selected as Team Lead of all Dell repairs.
- Technically focused on system administration and cyber-security skills. Utilize SCCM to remove devices in preparation of system re-imaging, and remote control access. Decommissioning of equipment using Windows Server Update Services (WSUS). Work with McAfee EPO console for encrypting devices and managing end-user access. Utilize Tenable for vulnerability management. Applied newly attained knowledge of managing (i.e., creation, modification and disabling) of email accounts and online organizational white pages with Identity Credential and Access Management (ICAM). Created or updated 20+ knowledge-based articles or Standard Operating Procedures.
Senior Support Technician II
Cerner Corporation
Silver Spring, MD
10.2013 - 12.2021
- Independently lead technical support for five medical facilities with 500+ employees.
- Provide routine and non-routine technical support for desktop, laptop, telecom and network systems including hardware, application software, operating systems and connectivity.
- Perform thorough hardware and software maintenance, such as upgrades, virus scans, moving systems, and documenting changes in partnership with suppliers, if appropriate, using existing documentation.
- Device management and software distribution utilizing System Center Configuration Manager (SCCM).
- Managed permissions and access to network resources through Active Directory services.
- Troubleshoot complex hardware and software issues and document resolution.
- Repair or replace defective equipment with minimal support
Install, configure, and update end-user desktop and laptop software with minimal support. - Systematically prioritize and escalate issues and requests when appropriate.
- Manage team and personal ticket queues for issues and requests
Use and contribute to knowledge transfer forums to identify and resolve problems. - Project Lead for new opening Children's Regional Outpatients Centers.
- Worked directly with Networking, Security, System Management, Applications, and Telecommunications departments to resolve specific issues pertaining to each department.
- Activate network jacks in Networking closet.
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Performed tests of functionality, security and performance of different workstations and devices.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Maintained outstanding record of technical support service, resolving 90% of all tickets within 24 hours. Closed average of 90 tickets/month in addition to supporting other department projects. Decreased time-to-close tickets by 48% YTD
Senior Service Desk Specialist I
Children’s National
Silver Spring, MD
09.2011 - 10.2013
- Served as first point of contact for 6,000+ employees for technical computer issues. Delivered technical support 100% over phone in call-center environment. Worked to diagnose, document and triage incidents using Remedy Service Management.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Collaborated with internal departments to effectively resolve user issues.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Helped streamline repair processes and update procedures for support action consistency.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
Customer Service Technician
Comcast
HYATTSVILLE, United States
02.2010 - 09.2011
- Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided back up for customer service managers.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
- Maintained up-to-date knowledge of product and service changes.
Assistant Manager
Radio Shack Corporation
Colonial Heights, VA
11.2004 - 02.2010
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Achieved recognition for contribution to store success by optimizing sales.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Increased sales revenues by promoting complementary products and educating customers about store promotions.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
Education
Bachelor of Science - Computer Information Systems
Virginia State University
Petersburg, VA 08.2003 - 05.2007
Skills
Remote System Analysis
Certification
Studying for Certified Ethical Hacker certification
Software
Windows Server 2012
Team Viewer
Mcafee End Point Console 59
Active Directory
Citrix
MS Office
Mcafee Security
SCCM
Cisco AnyConnect
Remedy Ticketing System
Adobe Professional
RDP
Mac systems
Landsweeper
Identity, Credential, Access and Management (ICAM)
Tenable
Windows Server Update Services (WSUS)
Timeline
System Administrator III
Guidehouse
05.2022 - Current
Senior Support Technician II
Cerner Corporation
10.2013 - 12.2021
Senior Service Desk Specialist I
Children’s National
09.2011 - 10.2013
Customer Service Technician
Comcast
02.2010 - 09.2011
Assistant Manager
Radio Shack Corporation
11.2004 - 02.2010
Bachelor of Science - Computer Information Systems
Virginia State University
08.2003 - 05.2007