JOHN EDWARD ALLEN JR
Clinton,MD
Summary
Dependable Desktop Support Tech with 16 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
Field Service Technician
Avaso Technology Solutions
Clinton, MD
05.2024 - Current
- Delivered top-notch customer support by serving as the primary point of contact for troubleshooting and resolving issues.
- Worked closely with Third Party Vendors in resolving challenging AV issues.
- Ensured timely communication regarding issue status and resolution.
- Maintained ticket updates for reported incidents.
- Installed, upgraded, supported and troubleshot Windows 11 and Microsoft Office 365.
- Possessing basic knowledge of the Mac operating system to provide support for Apple PC users.
- Installed, upgraded, supported and troubleshooted printers and computer hardware.
- Performed general preventative maintenance on computers, laptops, and printers.
- Performed remedial repairs on authorized peripheral equipment, including desktops, laptops, and printers.
- Displayed excellent adaptability and commitment to teamwork in a project-oriented work environment.
Service Desk Tier 2 Lead
Tatitlek
Washington, DC
12.2023 - 04.2024
- Provided technical assistance for escalated issues and troubleshooting complex problems.
- Reviewed open incidents to assess accuracy of information provided by customers.
- Identified trends in user requests, suggesting areas for improvement in system efficiency.
- Responded promptly to customer inquiries via phone or email, resolving any outstanding issues quickly and efficiently.
- Analyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolved a range of medium to complex software, hardware, and connectivity issues.
- Ask probing questions, research, analyze, and rectify problems and resolve the incidents or problems if such incidents or problems are identified as minor.
- If the incidents or problems are identified as major and require a code or configuration change, I would route the tickets to the Tier 3 Support team.
- Oversee that all laptops and desktop are imaged by the techs using a device deployment checklist.
Helpdesk Specialist Journeymen
PCN Strategies/ OCTO-DCPS
Washington, DC
08.2023 - 12.2023
- Serviced Incident requests within the agency's Service Level Agreements.
- Adhered to all Enterprise-wide security policies related to security and integrity of District owned Resources.
- Provided assistance with installation, operation, and maintenance of District-owned desktop software, including operating
systems (both Windows and Apple), off-the-shelf products (e.g. Microsoft Office, Project, Visio, Outlook) and endpoint
management tools. - Logged and routed service requests and incidents in an incident management system.
- Provided a high level of customer service to end users on a daily basis
- Troubleshooted issues related to agency specific applications and web applications.
- Provided technical support for mobile devices, such as iPads, iPhones, Android devices and tablets
- Collaborated with the IT leadership team to test and implement cost effective technology for District
- Maintained service level agreements related to Desk Side support Service/Incident requests.
- Worked with other technical teams to coordinate multi-tiered technical support for outages, widespread security
incidents.
Service Desk Engineer
The Carlyle Group/Harvey Nash LLC
Washington, D.C.
08.2022 - 06.2023
- Provide professional onsite and remote customer service
- Create Distribution List and shared mailbox using Exchange admin center
- Image and build Microsoft surface laptops for current and new users
- Configure users iPhone and iPad using AirWatch
- Give user calendar access using PowerShell
- Support Microsoft laptops and MacBook’s Pro laptops
- Manage laptops thru AD and Configuration Manager control
- Use LogMeIn to remote into user laptop to troubleshoot user issues
- Inspected equipment and read order sheets to prepare for delivery to users.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained positive working relationship with fellow staff and management.
- Created step-by-step procedures for day-to-day tasks to streamline workflow and improve efficiency.
- Manage AWS workstation thru the AWS admin portal
- Create sharefile accounts by request
- Configure Cisco VPN when building laptop/Also when they stop working as well.
Help Desk Specialist
ANGRC/22nd Century Technologies, INC
Andrews AFB, MD
04.2022 - 07.2022
- Provide professional customer service through responsiveness
- Install new and maintain existing hardware and software
- Troubleshoot hardware problems and perform system hardware and communication connection repairs
- Review, monitor, and upgrade existing government computer systems
- Provide accurate troubleshooting that ensure satisfactory call resolution
- Support and maintain badge access database
- Monitor Remedy ticketing system on a daily basis
- Supported customers with password resets and account customization.
- Opened service tickets for clients, documenting user information and description of problem.
- Maintained positive working relationship with fellow staff and management.
Desktop Support Team Lead
Dept. of State/Kforce/DMI/DVS/Insight Global
Arlington, VA
09.2015 - 04.2022
- Leading a team of 14 system administrators for daily tasks and incidents thru ServiceNow
- Initiate and execute projects including planning, monitoring progress, and reporting to senior management on current status
- Updating and maintaining images for desktops on the low and high side
- Working to agreed SLAs in order to resolve customer issues in a timely manner
- Active Directory administration; Staged Computers Accounts in Active directory, Reset user password within Active Directory,
- Provision users badges so that users can login to Computes onsite and remotely
- Printer configuration and support for Windows
- Network services troubleshooting and connectivity
- Strong customer service and strong communication skills (both written and verbal)
- Approve techs timesheets at the end of the pay period
- Approve techs Annual leave when requested
- Forward out email to my technicians that can help with their daily duties
- Train new techs on how we operate in DOS environment
- Provided troubleshooting tips to my techs to help with their daily incidents and tasks
- Excellent interpersonal skills, especially the ability to listen and understand what is being described
- Approved change request that has been submitted by my technicians
Desktop Support Technician
Howard Univeristy
Washington, DC
01.2015 - 08.2015
- Managed and maintain servers and workstations.
- Installed, configured and troubleshoot intranet and network infrastructure components.
- Installed and maintain hardware and peripheral components such as monitors, keyboards, printers.
- Installed and managed approved software packages such as operating systems, word processing, spreadsheet or other professional programs unto servers, laptops and workstations.
- Served in a helpdesk capacity for faculty and students.
- Provided training and instruction to faculty and staff on the usage of equipment and software.
- Assist users with multimedia presentations and equipment.
- Report major networking and equipment problems to the Howard University’s information systems department.
- Communicated with equipment vendors regarding maintenance contracts and upgrade projects.
- Performed other related projects as assigned.
- Provided instruction to rising D2 students on installing the AxiUm training module on laptops.
Tier I/II Help Desk Support
Metro Systems Inc.
Landover, MD
08.2014 - 11.2014
- Receive customer IT service requests via telephone, email, or walk-in troubleshoot ad triage service requests over the phone and via remote access using Real VNC software.
- Provide high quality REMOTE level I and level II end user support.
- Ensure all service requests are documented and followed up for completion in our internal Help-desk database.
- Fundamental knowledge of Windows XP, 7, 8, and 8.1 Operating Systems, AS/400 Client Access, Oracle End User Application, Microsoft Office, and Mac OS X.
- Fundamental knowledge of PC/Server hardware repair, maintenance and OS installations.
- Install / troubleshoot computer-related devices (video, sound, modem, printer, scanner, camera, etc.).
- Install, modify Oracle, School-Max, along with other software supported by PGCPS.
- Thorough knowledge of the PGCPS network; including DHCP and TCP/IP configuration.
- Utilized active directory to reset passwords
Desktop Support
Apex Systems
Washington, DC
02.2014 - 05.2014
- Installed and maintenance less Dell computer hardware/software systems and supporting smaller user groups.
- Provided ongoing support of the standard hardware/software needs of the company.
- Provided basic one-on-one training to the user community.
- Basic troubleshooting skills.
- Utilized SCCM to install third party software and re-image Dell computers
- Used a portable HDD to back-up and restore customer data.
- Traveled to offsite medical centers to pre and post migrations.
- Able to develop business relationships and communicate effectively with the user community.
- Able to troubleshoot peripheral device installation and configuration issues and applying solution.
- Applied knowledge of processes and resources to perform analytical and technical tasks on PC systems.
- Re-connect network Xerox and HP printers, network label printers and local HP printers.
Senior Helpdesk Technician
GDiT
Rockville, MD
10.2011 - 01.2014
- Was responsible for identifying, troubleshooting, and resolving problems encountered on Dell and Cisco servers, Dell desktop systems, internet and other computer technology
- Provide diagnosis and repair of all Dell laptop, desktop, MAC computers and HP printer reservoir.
- Configure and installed Shoretel desk phone using the Shoretel server.
- Supported computer and peripheral moves for clients moving offices or cubicle locations.
- Maintain server access to create shared folders for individuals and groups.
- Configured data ports on and off when needed using a system tool called Putty.
- Created new user accounts, issue the accounts, and maintain the accounts in active directory.
- Install, test, certify and troubleshoot networking cabling systems.
- Provide conference room A/V setup using GoToMeeting for schedule meetings.
- Would keep track of IT asset inventory using an Excel spreadsheet.
- Provide IT purchasing support for service contracts.
- Completed special projects as required.
- Maintain server backup through Symantec backup exec every morning.
- Open a service ticket for every customer interaction disregarding mode of communication using MOJO ticketing system. (Email, phone, or walk-in).
Senior Helpdesk Technician
GDIT
Washington, DC
08.2010 - 10.2011
- View assignments thru the ITSM ticketing system.
- Install, configure, and upgrade Dell computer hardware and software using Symantec Ghost software.
- Apply diagnosis techniques to identify problems that are going wrong with computer hardware and software.
- Provide active directory support as far as resetting passwords, giving user temporary admin rights.
- Coordinate with the NOC and OSLAN to setup HP and Xerox network printers.
- Participate in special projects when needed. Install, configure, and troubleshoot Mobikey issues.
- Use LANDesk to remote into user’s workstations to solve issues.
- Keep a basic knowledge of today technologies.
- Assist in phone and helpdesk support for local and off-site users.
- Wipe all old workstations and servers to be surplus using a software called DBAN
Refresh PC Technician
Prism Incorporated
Washington, DC
05.2010 - 08.2010
- Image about 15 to 20 Lenovo laptop per day.
- Coordinated with the team lead to find out who is getting deployed.
- Unbox a certain number of laptops to get setup for imaging.
- Configured BitLocker on the laptops so that they work to its ability.
- Help pack a certain number of laptops, docking stations, and accessories to be ship out to another country.
- Setup local printers when needed.
IT Analyst / Helpdesk
Prism Incorporated
Washington, DC
09.2009 - 03.2010
- Coordinated with Tier 2 Help Desk to deploy approximately 300 Dell OptiPlex 760 workstations and 200 22inch Monitors.
- Helped configured Windows XP workstations by joining them to the domain and adding any third-party applications.
- Configure and install devices called Mobikey onto several workstations.
- Setup and install several label printers for clients.
- Support tasks include, but not limited to, set up new fax machines, configured Lotus Notes and MS Outlook, retrieved clients’ IP addresses from their workstations and set up Panasonic scanners.
- Created ghost images using Windows XP and 7 for deployment.
- Sterilized all old workstations that were part of the deployment process.
Education
Associates of Applied Science - Technology
ITT Technical Institute
09.2009
Skills
TECHNICAL SKILLS
- Hardware and Software Repair
- Attention to Detail
- Verbal and Written Communication
- Microsoft Windows 10 & 11
- Multitasking and Prioritization
- Technical Troubleshooting
- System Performance Assessment
- Help Desk Support
- Resolving Problems and Incidents
- Troubleshooting Network Issues
- Device Installation
- System Configuration
- Remote Technical Support
- Office 365 & Office 365 Admin
- Active Directory
- Symantec Endpoint Protection
- Cisco AnyConnect VPN
- VMware
- Remedy Ticketing system
- Norton VPN
- Norton 360
- Putty
- PowerShell
- ServiceNow Ticketing system
- AWS Management Console
Additional Information
- Certifications and Clearance , Public Trust Clearance, Not Active Secret or Interim Top Secret Clearance
- Dell Certified
Timeline
Field Service Technician
Avaso Technology Solutions
05.2024 - Current
Service Desk Tier 2 Lead
Tatitlek
12.2023 - 04.2024
Helpdesk Specialist Journeymen
PCN Strategies/ OCTO-DCPS
08.2023 - 12.2023
Service Desk Engineer
The Carlyle Group/Harvey Nash LLC
08.2022 - 06.2023
Help Desk Specialist
ANGRC/22nd Century Technologies, INC
04.2022 - 07.2022
Desktop Support Team Lead
Dept. of State/Kforce/DMI/DVS/Insight Global
09.2015 - 04.2022
Desktop Support Technician
Howard Univeristy
01.2015 - 08.2015
Tier I/II Help Desk Support
Metro Systems Inc.
08.2014 - 11.2014
Desktop Support
Apex Systems
02.2014 - 05.2014
Senior Helpdesk Technician
GDiT
10.2011 - 01.2014
Senior Helpdesk Technician
GDIT
08.2010 - 10.2011
Refresh PC Technician
Prism Incorporated
05.2010 - 08.2010
IT Analyst / Helpdesk
Prism Incorporated
09.2009 - 03.2010
Associates of Applied Science - Technology
ITT Technical Institute
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