Devin Gillenwater
Cheverly,USA
Summary
Highly skilled in installing, building, repairing, maintenance and troubleshooting computer hardware and peripherals, moreover scanning for suspicious malware and other vulnerabilities using various software, ticketing systems and, also remotely, works well independently, or in a group settling providing all facets of computer support very organized, motivated , with great attention to detail. Working knowledge of networking, devices and printers. Knowledge and understanding of numerous software packages and operating systems. Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results. Excellent analytical and problem-solving skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Computer Systems Automation Engineer/Architect
Beacon Hill Technical Staffing
Washington, DC, USA
05.2023 - Current
- Company Overview: U.S
- Federal Courts, Washington D.C
- Windows 11 Office 365 Laptop build project
- USMT PowerShell SCAN/LOAD State Imaging
- Active Directory User Account Setups and Management, DNS, InfoBlox, Bitlocker Encryption
- One Drive Configuration User Support, Chrome/Edge Bookmarks Export/Import support
- KACE/BigFix Endpoint Software Pushes for Specialized Software setup requests
- Direct Customer Facing and Remote Desktop Training for Windows 11 One Drive Cloud
- Remedy Ticketing System with MS Teams and Sharepoint for Project Coordination Meetings
- Asset Tracking for Project Laptops and Peripherals in EXCEL and SharePoint
- Training and mentoring of New Team Members
- UPS 2 Day Ground Packaging and Shipping of New Laptops to Remote Work from Home users
- U.S
- Federal Courts, Washington D.C
Sr Desktop/Technical Support Specialist/ Asset manager
Peace Corps/ Business Operational Concepts, LLC (BOC)
Washington, DC, USA
03.2020 - Current
- Provide VIP, International and domestic Desktop Support services to the government user community, starting with the build of the laptop or desktop, imaging from SCCM server image
- Respond to IT incidents and requests that have been assigned or escalated by Tier 1/2 Using Track It ticketing system
- Interface with and create tickets for customers while working directly with them in an office environment or over the phone
- Maintain work logs in a clear and professional manner
- Manage customer relationships from reported incident through resolution
- Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan
- Assist in developing and implementing permanent resolutions to reoccurring problems
- Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office 365 Suite, iPhone, Android, VPN, 2 Factor Authentication and all client owned COTS and GOTS products
- Maintain user PCs, including upgrades and configuration, user licenses!
- Smartcard certificates unblocking of smart cards
- High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows 7 and 10 and Mac
- High-level knowledge of Office 2010+, especially, Word, Excel and Outlook
- Deploy hardware and software
- Handle Tier 3 Technicians/Support Groups if an incident or request cannot be resolved at the Tier 2 level
- Provide support for on-premises servers, PC hardware, applications, and cloud services
- Install computer operating systems, applications, and computer peripherals
- Deploy approved security patches and adhere to corporate standards
- Build strong, productive customer-focused relationships with the Business, IT teams and third parties
- Troubleshoot problems by applying established techniques and procedures adhering to standards determined by the central team
- Serve as the primary point of contact for administration and hardware/software support for a new and existing file, print, and application servers
- Provides or assists with user administration, including adds, changes, deletes, access and permissions management, backups, and file restores
- Regularly update the ticket tracking system with status and a problem resolution
- Training and educating team members and end-users
- Conduct routine monitoring and analysis to include audit log reports evaluation, system and storage utilization reports, site and system usage, and growth reports
- Evaluation of new technologies, tools and applications
- Provide support for MS 365, Teams, Outlook and OneDrive
- Update and keep the Corporate's asset management system current
- Participate in new and existing infrastructure deployments and coordination of projects with IPG's central IT
- Create and maintain documentation, user guides and checklists to ensure a high quality of service
- Asset management in Sunflower/ Ivanti Secure Access Client for endpoint management and secure services
- Account creations, deactivations, password resets, active directory, also hardware desktop setups, mobility and device configuration IOS and Android
Analyst/ Tier 2 Desktop Support
United States Department of Agriculture
Washington, DC, USA
03.2018 - 02.2020
- Provided support installing, configuring, upgrading, troubleshooting, and remediating hardware and software issues pertaining to current and legacy versions of Microsoft Windows and other agency software
- Troubleshot, diagnosed, and remediated malware, Trojans, and security vulnerabilities using Cisco AMP, Malwarebytes and Nessus to scan hosts, quarantine/remove found malicious signatures and Splunk to correlate and report results
- Created custom scans and dashboards within Tenable in order to organize vulnerability scan results for later correlation and analysis
- Responded to and investigated 'Lost & Stolen' incidents
- Kept track of individual ticket assignments and ensured that customer issues have been addressed and resolved to their satisfaction
- Utilized ServiceNow and BMC Remedy Knowledge Bases for issue resolution
- Desktop support, configuring hardware, delivering hardware also installing software, imaging, prepared loaners for users travelling domestically as well as internationally
- Brought recurring user issues to management’s attention
- Account creations, deactivations, password resets, active directory, also hardware desktop setups, mobility and device configuration IOS and Android
- Maintain user PCs, including upgrades and configuration
- Installation to include machine imaging and security update maintenance
- Provide support for operating system and/or application software initiatives and ensure that current releases of software products are in use
- Perform testing to ensure operability, efficiency, and compliance with existing standards
- Ensure appropriate on-site repairs are successfully completed
- Resolve complex hardware and software configuration and network access problems
- Ensures that IM asset tracking inventory database remains current and excess equipment is properly labels and processed for disposal
Helpdesk Specialist
Library of Congress
Washington, DC, USA
12.2016 - 02.2018
- Diagnosed, troubleshot and resolved a wide range of software, hardware and network issues
- Handled an average of 30 callers per day and prioritized and escalated issues where required
- Installed, configured and modified hardware and software to ensure optimal performance
- Monitored, logged and tracked all phases of help desk support
- Performed set up of wireless internet services for new customers
- Provided customer service support to internet and network users
- Service Level Agreement metrics (SLA)
- Installation to include machine imaging and security update maintenance
- Provide support for operating system and/or application software initiatives and ensure that current releases of software products are in use
- Perform testing to ensure operability, efficiency, and compliance with existing standards
- Ensure appropriate on-site repairs are successfully completed
- Resolve complex hardware and software configuration and network access problems
- Ensures that IM asset tracking inventory database remains current and excess equipment is properly labels and processed for disposal
Helpdesk Specialist
Marketing General Inc.
Alexandria, VA, USA
08.2015 - 11.2016
- Responsible for maintaining a Microsoft 2008 server environment for 100 person company
- Handled Tier I and Tier II supports tickets using Zendesk cloud-based Helpdesk ticketing system
- Performed Active Directory domain functions such as adds, password resets, and computer domain joins
- Provided technical support for office software, desktop, laptop, mobile device, printers, and scanners
- Service Level Agreement (SLA) metrics
- Managed Hyper-V Hypervisor including Failover cluster environment
- Maximized server uptime utilizing Orion network monitoring tools powered by SolarWinds
- Performed OS imaging service using Windows Deployment Services
- Maintained loaner pool inventory including laptops and Wi-Fi hotspots, meeting with various vendors and tech’s
- Provided application support for office productivity systems such Microsoft Office 2010
- Provided light Mac OSX support for art designers connecting to FTP shares
- Provided AV support including web conference solutions such as Skype, Go To Meeting, and Join Me
IT Technician
Government Movers
Washington, DC, USA
01.2009 - 07.2013
- Provided Tier 1 customer support via phone, email, and chat using Zendesk ticketing system
- Setup workstation moves for office users moving location and equipment
- Led weekly 'in-house' training sessions with the goal of improving office efficiency
- Assisted office users with common Tier 1 connectivity and compatibility issues
- Responsible for conducting computer transactions related to shipping and receiving
- Supported printers’ maintenance including toner swapping and clear warning messages
- Ordered and customized hardware equipment new employee hires
- Managed conference line setup for meetings and webinars
Team Leader
Configuration V
Washington, DC, USA
06.2005 - 12.2009
- Provided computer helpdesk support functions for user community of 200 clients
- Supported computer ticket requests related to equipment shipping and receiving orders
- Responsible for security and welfare of warehouse teammates, warehouse operations, and building facilities
- Responsible for ensuring the maintenance and service of warehouse equipment through third-party vendors
- Maintained inventory control, distribution, and operations in order to optimize cash flow for the organization
- Shipped and received all goods to customers and suppliers according to shipping/receiving procedures
Education
Associates Degree - Computer Science
TESST COLLEGE OF TECHNOLOGY
Skills
- Office 2003-2016
- SQL
- Splunk
- Hyper V
- MS office 365
- VDI
- Mobile Device Management
- Citrix
- Pulse VPN
- Intune
- Azure
- Track It
- Norton
- VPN
- Windows 7, 8, 10
- Footprints
- MS Dynamics 2010
- Remedy
- Sage ERP 100
- RSA Console/Token Codes
- Orion NetAnalyzer
- McAfee
- Zendesk
- Tight V&C
- Remote Desktop
- Bomgar
- Mac OSX Lion
- Cisco Anyconnect Mobility Client
- Tenable Security Center
- Nessus
Certification
- Tenable Certification of Proficiency
- CompTIA A+
- Splunk Power User
- CompTIA Security+ ce
Hardware
- Android devices
- Yubikey
- Dell Latitude
- HP PowerEdge
- Xerox printers
- HP Inkjet/LaserJet/Officejet
- HP EliteBook 820/840 g2
- HP Desktops
- HP Elitebook 820-840 g3
- Macbook, Imac, Ipad
- Dell products
- LG products
- Apple products
Locations
- Washington, DC
- Alexandria, VA
Technology Experience
- Advanced knowledge of various MAC and/or Windows software and hardware equipment required.
- Intermediate to solid LAN/WAN knowledge, as well as the ability to analyze and solve semi-routine and more moderately complex computer-related problems.
- Experience in troubleshooting hardware, network and remote access problems is required.
- Dell/HP/Microsoft Laptops
- Dell/HP Servers
- MS Office Suite (Word, Excel, PowerPoint, Teams, Outlook, Web Browser)
- Remedy, iVanti, Symantec
- TCP/IP
- Active Directory
- Troubleshooting remote access & LAN/WAN issues
- Customer service
- Teamwork
- Ability to analyze, diagnose and conclude appropriate actions for issue resolution.
- Communication – listening and speaking.
Timeline
Computer Systems Automation Engineer/Architect
Beacon Hill Technical Staffing
05.2023 - Current
Sr Desktop/Technical Support Specialist/ Asset manager
Peace Corps/ Business Operational Concepts, LLC (BOC)
03.2020 - Current
Analyst/ Tier 2 Desktop Support
United States Department of Agriculture
03.2018 - 02.2020
Helpdesk Specialist
Library of Congress
12.2016 - 02.2018
Helpdesk Specialist
Marketing General Inc.
08.2015 - 11.2016
IT Technician
Government Movers
01.2009 - 07.2013
Team Leader
Configuration V
06.2005 - 12.2009
Associates Degree - Computer Science
TESST COLLEGE OF TECHNOLOGY