Harold Clinton Heard iii
Upper Marlboro,MD
Summary
Over 10+ years of experience in Desktop Support. Hands-on expertise in imaging and migrating workstations using tools like SCCM and Windows Easy Transfer, along with installing, configuring, and maintaining PC hardware, peripherals, and network devices to ensure seamless operations. Recently earned the CompTIA Security+ certification in July 2023, showcasing a strong foundation in security principles and best practices relevant to IT support roles. Supported Microsoft 365, Google Workspace, Zoom, Slack, and JAMF, enhancing user collaboration and streamlining communications for both MacOS and iOS platforms.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Support/MOD/Youth Director
MARYLAND NATIONAL CAPITAL PARK AND PLANNING
Hyattsville, MD
05.2024 - Current
- Greet Guest and directs visitors to appropriate person or office
- Answers, screen, and forwards incoming calls
- Ensure reception area is clean and presentable, with necessary stationary and materials
- Maintain office security by following safety procedures and controlling access via the reception desk
- Monitors logbook, and issue visitor passes as well as memberships
- Schedule events and set up rental spaces
- Assist with Bi-Annual inventory
Technical Support Specialist (Hybrid)
Calance Inc./Gibson Dunn & Crutcher
Washington, D.C.
03.2022 - 08.2024
- Configured and maintained HP laptops with SCCM, improving system efficiency and security
- Managed Outlook accounts, enhanced user access permissions, and conducted email migrations and archiving to facilitate better collaboration
- Troubleshot network connectivity and PC hardware issues, contributing to uninterrupted company operations and high customer satisfaction levels
- Supported MacOS and iOS devices using JAMF and administered Google Workspace, Zoom, and Slack, streamlining internal communications and ensuring secure system access
- Used JIRA for project management, workflow changes, customizations and upgrades
- Set up conference rooms for meetings and depositions using Zoom, MS Teams, and projection equipment
- IPhone/Ipad activation and support
Desktop Support/Migration Tech
Quadrant Inc/PWC/FEMA/USDA
Washington, D.C.
04.2020 - 03.2022
- Imaged and migrated workstations utilizing Windows Easy Transfer and SCCM, ensuring seamless exchange of old systems for new, including data transfer and software installation
- Installed, configured, and maintained PC hardware and peripherals, provided remote support, and effectively troubleshoot system and equipment issues to maintain continuous operational efficiency
- Administered user access permissions for calendars, inboxes, and address books, and managed mobile device security through Maas 360 for both iPhone and Android platforms
- Smartphone and tablet support Iphone and Android
Systems Administrator (Hybrid)
Evolver/Census Bureau
Bowie, Md.
07.2014 - 03.2019
- Monitored system health, ensuring the availability and functionality of hardware and systems, and managed server configurations and storage group organization
- Developed and implemented standard operating procedures for IT lifecycle management, including the provisioning of new servers and storage resources, and generated asset management reports utilizing Atrium Reporting Interface
- Installed, configured, and maintained PC hardware, peripherals, and network devices, including Cisco routers and switches, while providing remote support to users and resolving network connectivity issues
Education
Certificate - IT Foundation (A+)
Global Computer Training Center
Arlington, VA01.2008
High School -
Friendly Senior High
Fort Washington, MD01.1991
Information Assurance Cybersecurity
Anne Arundel Community College
Foundations of Cybersecurity
Google/Coursera
Skills
- Active Directory
- Cloud Storage Management
- Microsoft 365 Remote Support
- Network Troubleshooting
- Mobile Device Management
- One Drive File Collaboration
- Enterprise network printer support
- Bomgar remote desktop tool
- Customer service
- JIRA
- Activation
- Troubleshooting
- Repurposing of Iphones
- Repurposing of Ipads
Certification
- ITIL v3
- A+
- Security +
Timeline
Customer Support/MOD/Youth Director
MARYLAND NATIONAL CAPITAL PARK AND PLANNING
05.2024 - Current
Technical Support Specialist (Hybrid)
Calance Inc./Gibson Dunn & Crutcher
03.2022 - 08.2024
Desktop Support/Migration Tech
Quadrant Inc/PWC/FEMA/USDA
04.2020 - 03.2022
Systems Administrator (Hybrid)
Evolver/Census Bureau
07.2014 - 03.2019
Certificate - IT Foundation (A+)
Global Computer Training Center
High School -
Friendly Senior High
Information Assurance Cybersecurity
Anne Arundel Community College
Foundations of Cybersecurity
Google/Coursera