Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Jerome Woods, MCP

Falls Church,VA

Summary

Proficient Information Technology Specialist offering more than 18 years of experience in help desk operations, network maintenance and mobile device support. Capable of applying technical expertise and diagnostic abilities toward solving problems and maintaining usability and performance. Seek permanent role with opportunity to advance.

Overview

23
years of professional experience

Work History

Planet Technologies/Business Round Table

IT Floor Manager
01.2023 - Current

Job overview

  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Explain technical information in clear terms to non-technical individuals to promote better understanding.
  • Respond to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Assess system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Configure hardware, devices and software to set up work stations for employees.
  • Monitor systems in operation and input commands to troubleshoot areas.
  • Break down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Remove malware, ransomware and other threats from laptops and desktop systems.
  • Patch software and installed new versions to eliminate security problems and protect data.
  • Help streamline repair processes and update procedures for support action consistency.
  • Follow up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Devise solutions to operations issues related to Microsoft 365, working closely via phone, email, live chat and web teleconference.
  • Support phone, photocopier, fax machine and other physical equipment.
  • Demonstrate familiarity with latest hardware, software and networking technology, as well as industry trends.
  • Install and managed audiovisual equipment.
  • Identify computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Record information, shortages and discrepancies to keep records current and accurate.
  • Label, organize and locate inventory items in staging areas or on shelves according to quantity, size or type of material.
  • Collaborate with purchasing and production to maintain levels of quality and on-hand inventory.
  • Analyze inventory to identify excess, slow-moving and obsolete inventory and oversaw disposition.
  • Mark stock items with identification tags, stamps, electric marking tools or other labeling equipment.
  • Utilize Power Apps to prepare and maintain records and reports of inventories, price lists, shortages, shipments and expenditures.
  • Conduct inventory audits with 100% accuracy following company procedures.

Host Hotels & Resorts Inc.

Information Technology Specialist
05.2014 - 08.2022

Job overview

  • Strong interpersonal and communication skills who can work with people at various levels of the organization.
  • Build and provide basic end-user troubleshooting and desktop support on Windows, and Mac systems.
  • Train and support end-users with software, hardware and network standards and use processes.
  • Load software, grant permissions and configure hardware for new employees as part of on-boarding process.
  • Set up PC and Apple desktop's and laptops and all types of mobile devices.
  • Follow up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Engage end users and answer questions via email, phone, website live chat and in forums.
  • Install, configure and patch user hardware and software.
  • Knowledge of iPhone smart phone support and administration
  • Use Service Now ticketing systems to manage and process support actions and requests
  • Remain up-to-date on latest technologies and solutions applicable to company products in order to provide best support to more than 150 end-users
  • Resolve malfunctions with systems and programs through troubleshooting
  • Maintain flexible schedule and responded to after-hours and weekend emergencies
  • Resolve issues and escalate problems with knowledgeable support and quality service
  • Work with executive customers to understand requirements and provide exceptional customer service
  • Explain technical information in clear terms to non-technical individuals to promote better understanding
  • Demonstrate professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
  • Follow up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
  • Collaborate with vendors to locate replacement components and resolve advanced problems
  • Remove and replace malfunctioning components to correct hardware problems
  • Respond to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Engage end users and answer questions via email, phone, website live chat and in forums
  • Patch software and install new versions to eliminate security problems and protect data
  • Used ticketing systems to manage and process support actions and requests.
  • Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Coached and trained end-users on functions, features and basic troubleshooting of software such as Microsoft Suite and Adobe Pro.
  • Set up network profiles, security permissions and file sharing systems.

ESI International Inc.

Sr. Information Technology Specialist
01.2013 - 09.2014

Job overview

  • Remained up to date on latest technologies and solutions applicable to company products in order to provide best support to approximately 200 end-users.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Maintained high tech support standards for quality and productivity metrics.
  • Loaded software, granted permissions and configured hardware for new employees as part of on-boarding process.
  • Provided on-call support for critical business issues related to all computer systems.
  • Engaged end users and answered questions via email, phone, website live chat and in forums.
  • Provided Tier 1 IT support to non-technical internal user's personnel through desk side support services.
  • Set up PC and Apple desktops and laptops and all types of mobile devices.
  • Set up network profiles, security permissions and file sharing systems.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
  • Maintained hardware and software with new installations, repairs and patches.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Met with customers and prospective business partners to explore new markets, technology and innovation strategy.
  • Installed, configured, tested and maintained operating systems, application software and system management tools.
  • Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention.
  • Completed interviews with potential employees to identify strengths, weakness and potential problems.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Monitored systems in operation and quickly troubleshot errors.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted with updating technical support best practices for use by team.
  • Researched product and issue resolution tactics to address customer concerns.
  • Configured hardware and granted system permissions to new employees.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Created user accounts and assigned permissions.
  • Installed and configured operating systems and applications.
  • Monitored system performance to identify potential issues.
  • Installed, configured and maintained computer systems and network connections.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Maintained servers and systems to keep networks fully operational during peak periods.

United States Navy

Master At Arms
09.2000 - 09.2014

Job overview

  • Monitored access points, completed patrols and reviewed close circuit TV footage
  • Secured personnel and assets against threats
  • Enforced facility rules and regulations
  • Verified each individual's right to enter restricted areas and denied access to unauthorized persons
  • Maintained surveillance of building and identified all officials and employees before authorizing entrance
  • Protected level 5- secured compound of the Washington Navy Yard & Bolling Air Force Base
  • Responded quickly and effectively to all security violations and duress alarms
  • Processed and logged accurate and detailed incident reports
  • Responded to calls in both routine and emergency situations
  • Patrolled buildings, facilities and perimeter areas to prevent damage to property
  • Enforced all building rules and regulations in government facilities
  • Called and coordinated with police, fire and EMT services
  • Patrolled premises regularly to maintain safety of employees and visitors
  • Immediately reported fires, accidents and other safety hazards
  • Detained individuals when necessary to prevent security breaches
  • Maintained order, responded to emergencies and enforced federal and local laws
  • Checked and secured building entrances
  • Enforced the rules and regulations of the Navy throughout the facilities and grounds

Enterprise Information Management Inc.

Corporate IT Engineer
01.2012 - 10.2013

Job overview

  • Provided onsite IT and AV technical support for 200 staff members.
  • Mentored other technical engineers and support professionals to provide professional development and skill enhancement.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Tested performance, functionality and security of network systems individual workstations and peripheral devices.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries.
  • Kept hardware and software systems current with latest patches and current licenses.
  • Created Remedy tickets to record and track all batch issues. Escalated issues to support teams, both domestic and international, and collaborated until fully resolved.
  • Managed user profiles, security access and shared file structures.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Maintained calm, professional demeanor when faced with high demand, high volume workloads.
  • Built and maintained successful relationships with service providers, vendors, dealers and consumers.
  • Trained and mentored junior engineers, providing guidance and direction.

Education

University of Phoenix
Tempe, AZ

Associate of Arts from Information Technology
01.2022

Eleanor Roosevelt High School
Greenbelt, MD

High School Diploma
1987

Skills

  • White Glove End-user support
  • Hardware installation
  • Problem-solving skills
  • Device configuration & Management
  • Excellent interpersonal skills
  • Network administration
  • Software installation
  • Operating Systems (Windows 7, 10, 11)
  • Technical analysis
  • Help desk support
  • Desktop and laptop installations
  • Skilled in TCP and WAN
  • Desktop support
  • Customer service expert
  • Microsoft Azure experience
  • Inventory management
  • MS 365 installation & troubleshooting skills
  • Installing devices & device drivers
  • Excellent troubleshooting skills
  • Configuring equipment
  • Repairing systems
  • Excellent problem-solving abilities
  • Remote access technology
  • Root cause analysis
  • Failure resolution
  • Component installation
  • Service-Now, Tiktik system triaging
  • Network support
  • Hardwood/Software installation
  • Team Viewer Remote Management Console
  • Microsoft 365 Security Console

Timeline

IT Floor Manager

Planet Technologies/Business Round Table
01.2023 - Current

Information Technology Specialist

Host Hotels & Resorts Inc.
05.2014 - 08.2022

Sr. Information Technology Specialist

ESI International Inc.
01.2013 - 09.2014

Corporate IT Engineer

Enterprise Information Management Inc.
01.2012 - 10.2013

Master At Arms

United States Navy
09.2000 - 09.2014

University of Phoenix

Associate of Arts from Information Technology

Eleanor Roosevelt High School

High School Diploma

Similar Profiles

CREATE PROFILE