MARCELLUS HARAWAY
Waldorf,MD
Summary
Experienced Information Technology Specialist with 7+ years in computer hardware installation, maintenance, and user support. Skilled in troubleshooting technical issues, ensuring customer satisfaction, managing projects, and leading teams. Proficient in networking devices, operating systems, and software applications. Committed to driving organizational goals and enhancing efficiency through strategic IT practices.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Information Technology Specialist
Department of Defense
12.2021 - Current
- Assisted the team through knowledge and application of leadership and team building skills and techniques such as group facilitation, coordination, coaching, problem solving, interpersonal Communication, integration of work processes and products, obtaining resources and liaison with the supervisor.
- Leaded and participated in work performed by a team of technical specialists and support personal.
- Used knowledge to provide expert technical advice, guidance, and recommendations to management and other technical specialist on critical IT issues, and knowledge to apply new developments to previously unsolvable problems.
- Created system designs and plans should include a five-year plan to include Life Cycle, growth, consolidations, budget requirements, backup, and restoration recommendations, and resources based on technical knowledge and analysis.
- Developed recommendations concerning major project ramifications to offset adverse impacts and develops contingency plans to ensure continuous availability and accessibility of resources in the event an emergency.
- Planned and scheduled the installation of new or modified hardware, operating systems, and / or desktop applications software.
- Created projects and assignments require coordination and integration of project efforts or studies, resolving critical problems in agency-wide systems or development of new approaches and techniques for use by others.
- Applied information security/information assurance policies, principles, and practices in the delivery of customer services.
- Reviewed, validated, and standardized problem resolutions for inclusion in the problem resolution database.
- Successfully replaced over 500 desktops and 400 laptops, providing users with the latest technology to enhance mission effectiveness and productivity.
- Modernized mobile device offerings by upgrading over 300 iPhones, improving connectivity and engagement among users.
- Enhanced user experience by replacing over 500 monitors with improved resolution and ergonomics.
- Onboarded and offboarded 100+ users, ensuring seamless transitions.
- Processed 5,000+ support tickets, maintaining high levels of service efficiency.
- Migrated customers to Office 365 and OneDrive on both NIPR and SIPR networks, enhancing collaboration and data management capabilities.
- Upgraded VOIP systems within the NCR and GTMO, improving communication infrastructure.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Senior Support Specialist
Netcentric
05.2019 - 12.2021
- Troubleshooted various technical.
- Created and maintain user accounts and security via Active Directory.
- Responsible for the installation and maintenance of computer hardware and software for end users.
- Maintained equipment inventory lists.
- Interacted and support customers daily with Windows 11 operating systems issues.
- Provided support for VPN and other remote issues.
- Utilized SLAs, ticket tracking & monitor systems to ensure timely resolutions.
- Performed a wide range of functions such as information requirements and automation studies, feasibility studies, structured analysis, and design of existing and proposed information systems.
- Demonstrated the ability to develop technical specifications and other procurement documentation to include economic analyses in support of the acquisition of hardware/software/ communications associated with automation projects.
- Utilized extensive knowledge of operating systems, specialty and/or database management software and Information Technology (IT) policies/procedures toward developing automation solutions.
- Installed and Troubleshooted Microsoft Office, Adobe Acrobat, SharePoint, and Microsoft Project, be able to grasp MCDO specific desktop software applications to include LexisNexis Case Map/ Time Map, Concordance, and Trial Director Ensure asset management records are accurate, inventory.
- Created network user accounts, assign user network rights and permissions for access to MCDO IT systems. Inspect network infrastructure and fix minor or major problems/bugs.
- Organized and schedule upgrades and maintenance without deterring others from completing their own work.
- Ensured that the organization's strategic plan, mission, vision, and values are integrated into the strategies, goals, budgets, objectives, work plans and work products and services.
- Explained team goals and objectives to assigned team members and assisted the team in organizing to accomplish work.
- Helped streamline repair processes and update procedures for support action consistency.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
System Administrator
FEDDATA
03.2019 - 05.2019
- Monitored applications and servers’ infrastructure such as VMware, SCOM, Splunk, Prism, Sits cape and Aternity.
- Cleaned available disk space on the C drive for NIPR/SIPR servers using PowerShell.
- Resolved issues and completed initial troubleshooting for potential degradations and disruptions.
- Monitored Outlook connectivity health status.
- Monitored the health and the performance information of a computer system.
- Verified client connections, performed message tracing, and displayed alerts for issues such as message rejections, system utilization (CPU, memory, disks) and client disconnects.
- Established the network by evaluating network performance issues including availability, utilization, throughput, good put, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network policies and procedures; establishing connections and firewalls.
- Led and participated in work performed by a team of technical specialists and support personnel.
- Applied the skill of data management and data standardization and ability to apply these principals within software engineering projects.
- Established network by evaluating network performance issues including availability, utilization, throughput, good put, and latency; planning and executing.
- Developed recommendations concerning major project ramifications to offset adverse impacts and develops contingency plans to ensure continuous availability and accessibility of resources in the event of an emergency.
- Worked in an area of specialized, highly technical, projects with lead responsibility for the successful development and completion of these projects from their inception through implementation.
- Handed on experience in Windows Active Directory administration.
- Completed reports detailing network and systems performance and downtime issues.
Service Desk Technician
FEDDATA
05.2018 - 02.2019
- Provided phone support to on-site and off-site customers.
- Have experience with using the Remedy ticketing system.
- Supported users in Windows 10 operating systems.
- Experienced troubleshooting problems with MS Office Outlook 2010 and 2016.
- I am familiar with searching accounts, resetting passwords, disable accounts and unlocking passwords in Active Roles.
- Had accurately documented and updated all assigned trouble tickets.
- Received and responded to incoming calls and or e-mails regarding desktop problems via the assignment of trouble tickets.
- Had processed customer orders/requests via the remedy ticketing system.
- Have experienced recovering customer Bit locker recovery keys.
- Had to perform Active Directory tasks including account creation, password resets and granting access to drives, folders, and files in accordance with security guidelines.
- Lead and participate in work performed by a team of technical specialists and support personnel.
- Responsible for planning and scheduling the installation of new or modified hardware, operating systems, and/or desktop applications software.
- Used my ability to lead a team or participate in a task force for resolving critical problems that demand innovative solutions.
- Used initiative and resourcefulness in researching and implementing state-of-the-art techniques and technologies to develop new and improved methods to cope with projects.
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Windows 10 Migration Technician
TIC Security
01.2018 - 04.2018
- Provided first and second-level support for the upgrade to Windows 10.
- Participated in device collection, configuration, and upgrade of client endpoint devices.
- Helped to ensure all steps for a successful upgrade of multiple laptops daily.
- Worked with each client to help ensure checklist items are completed and that the laptops are issue-free.
- Responsible for receipt, configuration, and delivery of new equipment, where applicable.
- Used Windows PowerShell to upload and start staged migrations.
- Used Windows PowerShell to obtain the status and statistics from staged migrations.
- Performed move/add/changes in the local office; performed asset disposal process and liaise with vendors to schedule pick-ups.
- Imagined desktops, Microsoft Pro tablets.
- Used PowerShell for Desktop Support security (Encryption Software, VPN).
- Used PowerShell to deploy software used to assist migration.
- Used Windows PowerShell to add and verify email domains in Office 365.
- Used Windows PowerShell to convert mailboxes to mail-enabled users in Office 365.
- Used Windows PowerShell to license users and correct the login ID for Office 365.
- Responsible for planning and scheduling the installation of new or modified hardware, operating systems, and/or desktop applications software.
- Functioned as team leader, this includes coordinating the efforts of the project teams in implementation of major command/ directorate, wide programs and to serve as a primary authoritative source.
- SUPERVISOR: Walter Champion (301-633-8931)
Uniform Protection Officer
Inter-Con/Department of State
09.2014 - 01.2018
- Provided exemplary security for dignitaries at high-profile events, collaborating with law enforcement to maintain a secure environment.
- Implemented the proper measures regarding security alarms, security violations, accidents, and injuries, and verifying personnel and visitor authorization before granting access for the security of multiple government buildings.
- Worked with the D.C. Police Department, Secret Service, and other government agencies to ensure the safety of government personnel, all while maintaining and controlling potential criminal activity in and around building premises.
Education
Bachelors - Sport Business
University of Mount Union
Alliance, OH12.2013
Skills
- Experienced with Windows 10/11 and iOS platforms
- Technical support for hardware
- Microsoft Office 365 and SharePoint expertise
- Remote support and monitoring tools
- Cybersecurity best practices
- Software updates
- Mobile application development
- Annual plan review
- Hardware updates
- Security protocols
- Project coordination
- Software licenses and patches
- IT service management
- Task prioritization
- Hardware installations
Certification
CompTIA – Security + CE Certification, Cisco Certified Network Associate
Timeline
Information Technology Specialist
Department of Defense
12.2021 - Current
Senior Support Specialist
Netcentric
05.2019 - 12.2021
System Administrator
FEDDATA
03.2019 - 05.2019
Service Desk Technician
FEDDATA
05.2018 - 02.2019
Windows 10 Migration Technician
TIC Security
01.2018 - 04.2018
Uniform Protection Officer
Inter-Con/Department of State
09.2014 - 01.2018
Bachelors - Sport Business
University of Mount Union
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