Erik Donaldson
Woodbridge, Va
Summary
IT Professionals with experience serving as a member of a network and desktop team; various team roles have included: desktop support engineer, system administrator and network engineer. Skilled in the areas of installation and configuration of server-based applications and utilities including patches and upgrades. Experienced working with Active Directory in an enterprise environment; Active Directory experience includes creating and deleting User Accounts, Organizational Unique Identifiers, using trees and directories, mapping network infrastructures; creating and enforcing network policies; managing replication traffic and editing User objects. Demonstrates general server hardware knowledge with the ability to build, upgrade, install, and troubleshoot enterprise level, rack mounted servers. Provides support for Microsoft Office (Word, Excel, PowerPoint, and Outlook) has 20+ years of experience supporting MS Outlook and MS Office Suites Team player with excellent interpersonal skills; communicates extremely well both orally and in writing and has strong client support and customer service skills. Able to work under pressure, handle multiple demands and set priorities to ensure tasks stay within scope of work assigned. Experience with providing status reports to management regarding project milestone completion. Provided Desk Side support as well as desktop support
Overview
11
11
years of professional experience
Work History
National Science Foundation
03.2025 - 11.2025
- Responsible for taking calls and assisting users with any questions they may have about How to file their business for tax purposes
- Also, answered e-mails that came in answering their question about how to file for grants.
- Responsible for locking out accounts and reactivating them
- Used Service Now for ticket generating system
- Accessed Active Directory exclusively for obtaining account information
Technical Representative
Department Of Treasury Financial Crimes Enforcement Network
11.2023 - 10.2024
- Responsible for taking calls and assisting users with any questions they may have about registering their business
- Also, answered e-mails that came in explaining when they should file and the monetary penalties for not filing.
- Responsible for locking out accounts and reactivating them
- Used Service Now for ticket generating system
- Accessed Active Directory exclusively for obtaining account information
- Used Adobe Acrobat as needed (contract was phasing Adobe Acrobat Out)
Technical Support
DHS USCIS
03.2023 - 08.2023
- Responsible for taking users calls and unlocking their account and/or taking care of any technical issues, they may have encountered.
- Used Active Directory to manage accounts and access
- Used Service Now as the main ticketing system to manage tickets and make sure oldest ones were taken care of first
- I was also responsible for accessing and deleting unused user accounts
Technical Support
Prime US State Department
11.2022 - 02.2023
- Responsible for creating tickets and sending them to the correct Consulars Office
- Also, kept track of any outages across the network.
- Managed accounts using Active Directory
- Managed accounts and made sure that those that needed to be closed; were closed
- Also responsible for all network issues and the first to be called if the network went downs
Systems Engineer
USAID
03.2022 - 08.2022
- Assisting users with desktop issues and problems, installed desktops, monitors, keyboards and mice for users.
- Managed issues ranging from electrical problems to helping users log-on and fixing any problems they had once they were desktop and high-speed printers.
- Set up VOIP phones.
- Used Service Now exclusively.
- Logged in.
- Configured both laptops and desktops
Technical Support Specialist
Department Of Homeland Security Prime: CACI
06.2015 - 12.2021
- Worked with a variety of Laptops and Desktops (both using MS Windows and Office), and Printer Issues (Specifically IBM, Brother, Canon and HP)
- Assist users who are working remotely; getting them connected to DHS through DHS Connect or Workplace Troubleshoot using VPN.
- Create, un locked and disable user accounts.
- Work with users over the phone, trying to provide a “First Call Resolution”; so the user would not have to wait for a technician
- Understand error messages that users receive and know what they mean, so the issue can be fixed
- Work with users to bypass McAfee and BitLocker encryption screens.
- Work on completing tasks as assigned by supervisors.
Physical Security Support
Department of Homeland Security Prime: ProSol
08.2014 - 06.2015
- Created Badging accounts; so User could receive their PIV Cards
- Worked on Role Request Database; Granting users access to accounts
- Took care of PIV Card destructions; by deleting them out of the database
- Took phone calls and e-mails from across the country regarding different issues related to the use and access of the PIV Card.
- Responsible for sending equipment out to the field when the machines brake down
Education
Bachelor of Arts Degree - English Language And Literature
Greensboro College
Greensboro, NC05-1990
Skills
- Application installation
- Device maintenance expertise
- Network administration
- IT system administration
Timeline
National Science Foundation
03.2025 - 11.2025
Technical Representative
Department Of Treasury Financial Crimes Enforcement Network
11.2023 - 10.2024
Technical Support
DHS USCIS
03.2023 - 08.2023
Technical Support
Prime US State Department
11.2022 - 02.2023
Systems Engineer
USAID
03.2022 - 08.2022
Technical Support Specialist
Department Of Homeland Security Prime: CACI
06.2015 - 12.2021
Physical Security Support
Department of Homeland Security Prime: ProSol
08.2014 - 06.2015
Bachelor of Arts Degree - English Language And Literature
Greensboro College
CLEARANCE
Active DOD Secret Security Clearance