Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Timeline
Reading, Traveling, Golfing, Spending time with Family.
Reading, Traveling, Golfing, Spending time with Family.
Generic

Leonard Redmond

Project Manager Professional
Silver Spring,MD

Summary

Dedicated IT professional with over 22 years of Tier 1 and 2 End User Support expertise supporting 400 to 80,000 users on small to large scale network enterprises, 5 years of help desk managerial experience supporting and providing oversight to technical teams (e.g., 5 to 13 technical support computer analysts). Ensured timely services for end user support resolution of software and hardware issues using Solar Winds, SCCM, Symantec Endpoint Encryption Entrust software, DHCP, DNS, Cloud, VMware Horizon View Client, VSphere Client Administration, VPN, TCP/IP network operations technology, Office 365, Azure and SaaS. Managed software deployment, upgrade and support for various ticketing systems, including Track It 6.0, Altiris, Kaseya IT, Remedy and Cherwell. TECHNICAL SKILLS 15 years of experience in the information technology field in Help Desk Support Services; Four years of experience in Help Desk Management; Experience including – Trouble shooting hardware and software issue related to LCM replacement; Use of Active Directory for enabling/disabling new user PC accounts; Citrix VPN account management; Virtual desktop management as it relates to VMware Horizon View Client Administration and VSphere 6. Resourceful Project Manager with 9 years of expertise in organizing business operations, financial oversight and resource management to achieve smooth flow and project operations. Leads procurement of resources including equipment and supplies. Monitors projects by adhering to production schedule and budget, managing production team, identifying problems and providing targeted solutions. Knowledgeable in accounting principles, bookkeeping, budget and financial management.

Overview

15
15
years of professional experience
7
7
years of post-secondary education
1
1
Certificate

Work History

Project Manager / Scrum Master

XA Systems
07.2021 - Current
  • Oversight of each ITSM resource development activities and provide coordination as needed
  • Track the weekly progress of each ITSM developer and assist with collaboration to ensure outstanding information requests are completed between the team
  • Follow up to ensure that developers complete a new build each Friday for a turnover to QA for review and testing
  • Take outputs from the QA review and forward to both Ralph and Sultan
  • Collect and generate a discussion list for a semi-monthly Scrum meeting
  • Coordinate a MS Teams video conference with all parties to discuss the ITSM development agenda items

IT Support Engineer

NIH / NLM / XA Systems
03.2019 - Current
  • Provide Tier 2 software and hardware engineering support
  • Imaging new computer via Ghost Symantec Suite and Active Directory
  • Local and network printer support
  • VIP support for software and hardware support
  • Remote support via Bomgar remote support enterprise software tool
  • Task and Incident ticket management via ServiceNow ITSM tool
  • Communications with hardware vendor, i.e., Dell Technology Support
  • Communication with end users and overall enterprise team via MS Teams, Skype for Business Abd WebEx

IT Support Engineer

Deloitte, Catapult Federal Resources
02.2019 - 03.2019
  • Provide tier 4 support for RSA MFA SecureID token mandated user enrollment requirements
  • Troubleshooting technical issues related to RSA MFA SecureID token to usage and enrollment
  • Office 365 management of tools, i.e., Sharepoint, OneDrive and MS Office 2016
  • Communication with end-users via Skype for business and Skype remote desktop
  • Management of user RSA SecureID token groups with Azure/AD, HDAP and LDAP
  • Training of user with RSA SecureID token usage
  • Shift reporting using MS 2016 Excel
  • Ticket management via ServiceNow ticketing management software

Tier II Helpdesk Support Analyst

Federal Professional Solutions
02.2018 - 12.2018
  • Provides Tier II help desk support as part of the team working with more than 3,000 end users
  • Documents Incidents and Work Orders with detailed break-fix steps and resolution in Cherwell ticketing system
  • Responsible for manual configuration of network printers and assigning IP address for use in the DNS servers along with configuring online printer network interface
  • Monitors and updates all incidents and requests, including calls assigned to external suppliers/vendors
  • Reassigns or escalates incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted
  • Tracks all work, inventory, and projects using the Cherwell ticketing system
  • Documents, updates and close tickets according to defined service level agreement requirements
  • Provides assistance and participates on new projects testing and deployment/delivery using technologies
  • Provides video teleconferencing support for meeting setups in DOJ conference rooms
  • Travels to client sites in the Washington, DC National Capitol Region as needed to support help desk requests, resolve issues, and assist with computer and printer setups
  • Maintains an organized resource/hardware Government furnished storage room(s)
  • Coordinates the logistics of and conducts the movement of assets and equipment to client’s sites as needed
  • Works with vendors to provide software and hardware troubleshooting, repair, replacement and personnel escort
  • Provides input and updates knowledge base as necessary.

Sr. Systems Support Analyst

EIA, AETS
10.2016 - 11.2017
  • Performed Help Desk phone support for over 500 EIA federal end-users
  • Performed end-user desk side and remote software and hardware resolution for over 500 EIA federal end-users
  • Managed new user account creation and removal via MS Active Directory
  • Managed end-user distribution list addition and removal from MS Active Directory Successfully
  • Completed major Office 365 training outreach project for over 500 EIA federal end-users
  • Completed major project training EIA federal employees on and deploying Maas 360 to over 250 federal mobile devices, i.e
  • Smart phones and laptops
  • Successfully completed major Office 365 training outreach project for over 500 EIA federal end-users
  • Managed, trained existing/new employees and created standard operating procedures for effectively running a less than 3 year old $1M federal Audi/Video teleconference facility using Cisco server, Crestron routing and WebEx online technology
  • Managed Symantec Endpoint Encryption Entrust software as a signature authorized trusted end-user Entrust Encryption support specialist by federal staff along with periodical software updating via Solar Winds patch management software
  • Managed and trained PIV Card pin logon via Active Directory with HSPD12 badge access
  • Management and troubleshooting client-side HSPD-12 components (e.g., software configuration, hardware issues with CAC cards) or Smart Card authentication
  • Managed RSA Token distribution to over 500 EIA federal end-users via RSA Security Console
  • Created Outlook email account using Exchange Email Administration
  • Managed Outlook 2007/2010, i.e., trouble shooting data recovery from exchange server and assisting over 500 federal end-users with training of utilizing the archiving tool to resolve space issues and recovering personal Outlook folders or connectivity issues
  • Successfully completed major Office 365 outreach program to over 500 EIA federal end-users
  • Daily use of MMC to add/remove special computer account privileges when required and approved by ITIL Windows Administration
  • Managed of Patching and updating over 500 Windows 7 operating system software and images for over 500 EIA federal end-users monthly using Solar Winds Patch management software and WSUS
  • Management of updating virtual machine images and recomposing of over 500 end-user virtual machines via VSphere 6.5 client server software
  • Managed virtual desktops of over 500 EIA federal end-users, i.e
  • Restarting virtual desktops or creating new virtual desktops for new users using VMware Horizon View Client Administration
  • Management and troubleshooting client-side HSPD-12 components (e.g., software configuration, hardware issues with CAC cards) or Smart Card authentication
  • Managed software deployment, upgrade, and support via Kaseya IT ticketing software
  • Incident ticket creation, tracking, and resolution support via Kaseya IT software
  • Communication with end user regarding specific ongoing IT projects
  • Communication with IT support team regarding software, hardware and network matters utilizing ITIL processes
  • Managed Virtual desktop deployment and troubleshooting support for over 500 EIA federal end-users
  • Managed Cisco virtual private network software installation, training, and support for over 500 EIA federal end-users remote access to their work local computers
  • Managed VMware client software installation, training, and support for over 500 EIA federal end-users remote access to their virtual desktop computers
  • Developed, updated and maintain Standard Operating Procedures documentation as needed
  • Created MS Visio flow charts for IT project manager for overall IT helpdesk flow process approved by federal CIO

Senior Systems Support Analyst

Chenega Government Consulting
05.2013 - 10.2016
  • Performed Help Desk phone support for over 500 EIA federal end-users
  • Performed end-user desk side and remote software and hardware resolution for over 500 EIA federal end-users
  • Managed new user account creation and removal via MS Active Directory
  • Managed end-user distribution list addition and removal from MS Active Directory
  • Completed major project migrating Windows XP and Windows 7 OS end-users system folders to MS 2012 Sever share drive utilizing ITIL processes
  • Completed major project deployment of Windows 7 OS configuration and end user data migration utilizing ITIL processes
  • Managed, trained existing/new employees and created standard operating procedures for effectively running a less than 1 year old $1M federal Audio/Video teleconference facility using Cisco server, Crestron routing and WebEx online technology
  • Managed Symantec Endpoint Encryption Entrust software as a signature authorized trusted end-user Entrust Encryption support specialist by federal staff along with periodical software updating via Solar Winds patch management software
  • Managed and trained PIV Card pin logon via Active Directory with HSPD12 badge access
  • Management and troubleshooting client-side HSPD-12 components (e.g., software configuration, hardware issues with CAC cards) or Smart Card authentication
  • Managed RSA Token distribution to over 500 EIA federal end-users via RSA Security Console
  • Created Outlook email account using Exchange Email Administration
  • Managed Outlook 2007/2010, i.e., trouble shooting data recovery from exchange server and assisting over 500 federal end-users with training of utilizing the archiving tool to resolve space issues and recovering personal Outlook folders or connectivity issues
  • Daily use of MMC to add/remove special computer account privileges when required and approved by ITIL Windows Administration
  • Managed of Patching and updating over 500 Windows 7 operating system software and images for over 500 EIA federal end-users monthly using Solar Winds Patch management software and WSUS
  • Management of updating virtual machine images and recomposing of over 500 end-user virtual machines via VSphere 6.5 client server software
  • Managed virtual desktops of over 500 EIA federal end-users, i.e
  • Restarting virtual desktops or creating new virtual desktops for new users using VMware Horizon View Client Administration
  • Management and troubleshooting client-side HSPD-12 components (e.g., software configuration, hardware issues with CAC cards) or Smart Card authentication
  • Managed software deployment, upgrade, and support via Kaseya IT ticketing software
  • Incident ticket creation, tracking, and resolution support via Kaseya IT software
  • Communication with end user regarding specific ongoing IT projects
  • Communication with IT support team regarding software, hardware and network matters utilizing ITIL processes
  • Managed Virtual desktop deployment and troubleshooting support for over 500 EIA federal end-users
  • Managed Cisco virtual private network software installation, training, and support for over 500 EIA federal end-users remote access to their work local computers
  • Managed VMware client software installation, training, and support for over 500 EIA federal end-users remote access to their virtual desktop computers
  • Developed, updated and maintain Standard Operating Procedures documentation as needed

Senior Systems Support Analyst

EERE, Chenega Government Consulting
06.2011 - 04.2013
  • Performed help desk phone, email, and walk in support for more than 800 DoE federal solutions
  • Performed end-user desk side and remote software and hardware resolution
  • Managed new user account creation and removal via MS Active Directory
  • Managed end-user distribution list addition and removal from MS Active Directory
  • Processed service request using Remedy ticketing systems database
  • Provided customer support to DOE Government Employees Nationwide
  • Managed Symantec Endpoint Encryption Entrust software as signature authorized trusted end-user Entrust Encryption support specialist by federal
  • Managed and trained PIV Card pin logon via Active Directory with HSPD12 badge access
  • Management and troubleshooting client-side HSPD-12 components (e.g., software configuration, hardware issues with CAC cards) or Smart Card authentication
  • Managed RSA Token distribution to over 800 DOE federal end-users via RSA Security Console
  • Successfully completed major migration project of DOE user data and application programs from old to new PC desktops and laptops to new ones ahead a few weeks ahead scheduled migration deadline for over 800 federal end-users
  • Managed loaner and non-loaner equipment Asset and Inventory via Simple Inventory System Management software database
  • Updated and track assets and in Simple Inventory System Management software database
  • Utilized Desktop Central and MS Lync software for hardware and software ticket resolution
  • Deployment and configuration of MS Office 2007 and 2010 software
  • Configuring and troubleshooting MS Outlook 2007/2010 email application services
  • Symantec Guardian Edge Endpoint encryption installation, end-user registration and support
  • Symantec Ghost imaging of various Dell desktop and laptop computer models
  • Managed Citrix VPN account connectivity or issues
  • Password reset in Novell and Active Directory environment
  • Create GOTOMYPC user accounts
  • Installed and managed of GOTOMYPC software for over 800 DOE federal employees
  • Coordinating with upper management on present and ongoing projects
  • Developed, updated and maintained Standard Operating Procedures documentation

Senior Helpdesk Administrator

EERE, EES, LLC
06.2009 - 06.2011
  • Performed Help Desk phone support for over 800 DOE federal end users
  • Performed end-user desk side and remote software and hardware resolution for over 500 federal employees
  • Managed new user account creation and removal via MS Active Directory
  • Managed end-user distribution list addition and removal from MS Active Directory
  • Processed service request using Remedy ticketing systems database
  • Provided customer support to DOE Government Employees Nationwide
  • Managed Symantec Endpoint Encryption Entrust software as signature authorized trusted end-user Entrust Encryption support specialist by federal
  • Managed and trained PIV Card pin logon via Active Directory with HSPD12 badge access
  • Management and troubleshooting client-side HSPD-12 components (e.g., software configuration, hardware issues with CAC cards) or Smart Card authentication
  • Managed RSA Token distribution to over 800 DOE federal end-users via RSA Security Console
  • Successfully completed major migration project of DOE user data and application programs from old to new PC desktops and laptops to new ones ahead a few weeks ahead scheduled migration deadline for over 800 federal end-users
  • Managed loaner and non-loaner equipment Asset and Inventory via Simple Inventory System
  • Management software database
  • Updated and track assets and in Simple Inventory System Management software database
  • Utilized Desktop Central and MS Lync software for hardware and software ticket resolution
  • Deployment and configuration of MS Office 2007 and 2010 software
  • Configuring and troubleshooting MS Outlook 2007/2010 email application services
  • Symantec Guardian Edge Endpoint encryption installation, end-user registration and support
  • Symantec Ghost imaging of various Dell desktop and laptop computer models
  • Managed Citrix VPN account connectivity or issues
  • Password reset in Novell and Active Directory environment
  • Create GOTOMYPC user accounts
  • Installed and managed of GOTOMYPC software for over 800 DOE federal employees
  • Coordinating with upper management on present and ongoing projects
  • Developed, updated and maintained Standard Operating Procedures documentation

IT Helpdesk Support Team Lead

Federal Aviation Administration, ACTIONET, Inc
11.2007 - 05.2009
  • Life cycle management replacement support for FAA Dell workstations and laptops
  • Creation of Remedy ticket for new LCM replacement
  • Creating new FAA baseline image for FAA PC workstations and laptops
  • Joining users new PC to LAN network through Active Directory
  • Installation and configuration of MS Office 2007 and 2010 software
  • Installation and configuration of Adobe Acrobat Professional
  • Installation and configuration of MS Exchange 2007
  • Configuring and troubleshooting MS Outlook 2007/2010 email application services
  • Symantec Ghost imaging of various Dell desktop and laptop computer models
  • Adding and deletion of user account from MS Active Directory Distribution lists
  • Provisioning or removal of MS Active Directory local Administrative Rights to computers
  • Migrating and backup of user’s necessary apps using Ghost server software
  • Deployment of users new PC to specified FAA location
  • Installing and configuring Lotus Notes 8.02, MS software, VPN client and additional software
  • Deployment of new PC to users and installation of users printers
  • Updated Remedy tickets with necessary documentation
  • Troubleshooting hardware and software issue related to LCM replacement and coordinated with IT staff to troubleshoot server-based applications, services accounts, i.e
  • Citrix Remote, Lotus Notes, MS Exchange

Education

Bachelor of Science - Computer Information Systems Program

American Institute for Computer Sciences
01.2004 - 01.2006

Associates - Liberal Art

Montgomery Community College, U.S. Army
01.1991 - 01.1992

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01.1987 - 01.1991

Skills

5 management TCP/IP; Entrust Encryption software installation and support; Solar Winds Patch Management Software, WebEx Teleconferencing online software Blackberry and PDA support; Coordinating with other IT staff at various levels using ITIL process to troubleshoot server-based applications, services accounts, ie Citrix Remote, Lotus Notes, MS Exchange; Provided preventative maintenance to 500 -80,000 standalone PC’s using Windows XP and 7 Operating Systems and peripherals; Update on Symantec Virus Definitions, Installation of Windows XP and 7 Updates;, remote installation of software using Active directory and Windows Net meeting; Installation of software such as Lotus Notes 72, MS current MS Project, Visio, Excel, and Oracle, as requested, upon presentation of license using remote access tools such as MS management tools or Active Directory; Performed upgrade installation of hardware and software such as Windows XP, Adobe Acrobatundefined

Certification

PMI registered, PMP certified, CompTIA A+ Certified Technician (Orange Technologies) MS Project, Network+, Security+, MCP, ITIL V3 Certified

Accomplishments

Honorable U.S. Army Discharge, Bachelors Degree in computer Science, PMP certification,

  • Achieved ITSM project development goals by utilizing APM (Agile Project Methodologies) and Scrum meetings in controlling and monitoring daily tasks.

Affiliations

  • Project Management Institute

Timeline

Project Manager / Scrum Master

XA Systems
07.2021 - Current

IT Support Engineer

NIH / NLM / XA Systems
03.2019 - Current

IT Support Engineer

Deloitte, Catapult Federal Resources
02.2019 - 03.2019

Tier II Helpdesk Support Analyst

Federal Professional Solutions
02.2018 - 12.2018

Sr. Systems Support Analyst

EIA, AETS
10.2016 - 11.2017

Senior Systems Support Analyst

Chenega Government Consulting
05.2013 - 10.2016

Senior Systems Support Analyst

EERE, Chenega Government Consulting
06.2011 - 04.2013

Senior Helpdesk Administrator

EERE, EES, LLC
06.2009 - 06.2011

IT Helpdesk Support Team Lead

Federal Aviation Administration, ACTIONET, Inc
11.2007 - 05.2009

Bachelor of Science - Computer Information Systems Program

American Institute for Computer Sciences
01.2004 - 01.2006

Associates - Liberal Art

Montgomery Community College, U.S. Army
01.1991 - 01.1992

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01.1987 - 01.1991

Reading, Traveling, Golfing, Spending time with Family.

Love to read non-fiction, documentaries and historical novels, love traveling domestically and internationally, love to golf when ever I can and love to spend time with family!

Reading, Traveling, Golfing, Spending time with Family.

Love to read non-fiction, documentaries and historical novels, love traveling domestically and internationally, love to golf when ever I can and love to spend time with family!

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Leonard RedmondProject Manager Professional