Matthew J. Schrager
Springfield,VA
Summary
IT professional with experience providing Tier-2 support, including reimaging laptops, resolving complex network issues, and managing user accounts and permissions in Active Directory. Proven track record in diagnosing and addressing software and hardware issues to ensure optimal system performance and security. Expertise in supporting Microsoft 365, Windows 11, and facilitating remote troubleshooting. Certified in CompTIA Security+ and AWS Cloud Practitioner, with an active DoD Secret Clearance and strong background in customer service and user administration.
Overview
5
5
years of professional experience
Work History
IT Specialist
GCORP Consulting
02.2024 - Current
- Diagnosed and resolved complex hardware, software, and network issues to ensure reliable connectivity and performance across the organization.
- Efficiently reimaged laptops to ensure they meet organizational standards and are equipped with the latest software and security updates.
- Provided expert support for Microsoft 365 applications, addressing and resolving issues to maintain productivity and collaboration.
- Set up smartphones, including importing certificates, enabling signing and encryption, and ensuring secure communication.
- Installed and updated hardware drivers to ensure compatibility and optimal performance of various devices.
- Facilitated remote access and troubleshooting for users, ensuring smooth and secure remote support.
- Managed user accounts, permissions, and group policies within Active Directory to maintain system security and user access.
- Applied patches and security updates to systems and applications to safeguard against vulnerabilities and ensure compliance.
Help Desk Technician
Copper River Technologies
09.2023 - 01.2024
- Acted as the primary Incident Triage Lead, creating and managing Remedy tickets for reported incidents, and effectively assigned tickets to the appropriate resolution teams based on issue complexity and severity.
- Served as the main point of contact for Tier-1 help desk, addressing all customer inquiries via email and phone, ensuring prompt and accurate responses to resolve issues.
- Processed new user requests for Department of Defense’s Oracle-based financial software, including role provisioning, troubleshooting access issues, and ensuring comprehensive documentation for each access request to maintain security and compliance.
Help Desk Associate
SAIC
11.2019 - 08.2023
- Administered user accounts and managed security roles and permissions for the Department of Transportation’s internal Tableau site, ensuring secure and appropriate access.
- Developed comprehensive support documentation in SharePoint to assist users in navigating system features and resolving common issues efficiently.
- Deployed and maintained Tableau dashboards on the USDOT Internal Tableau Site, ensuring accessibility and performance.
- Provided technical support to end-users of the FNS-ALERT site, resolving over 10 support tickets daily via email, phone, and MS Teams.
- Analyzed and troubleshot software issues reported by users, ensuring prompt resolution and system stability.
- Logged and tracked issues in the Jira web-ticketing system, maintaining accurate records for incident management and resolution.
- Created and managed ALERT accounts, assigned security roles for both Production and UAT environments, and maintained user accounts for state EBT administrative terminals.
- Contributed to and reviewed ALERT Help Desk standard operating procedures (SOPs), helping to establish best practices and improve support efficiency.
- Contributed to and peer-reviewed ALERT Help Desk standard operating procedure (SOP) documentation.
Education
Bachelor of Arts - History
George Mason University
Fairfax, VA12.2014
Skills
- CompTIA Security certified
- AWS Certified Cloud Practitioner
- Written and Oral Communication
- Customer Service (10 years)
- Help Desk Support (5 years)
- Windows 11 Support
- Microsoft Office 365
- Android OS
- iOS
- Network Troubleshooting
- Remote Desktop Support
- Windows Registry
- TCP/IP
- ICMP
- DNS
- Python
- SQL
- Remedy
- JIRA
- Confluence
- Oracle CRM
Timeline
IT Specialist
GCORP Consulting
02.2024 - Current
Help Desk Technician
Copper River Technologies
09.2023 - 01.2024
Help Desk Associate
SAIC
11.2019 - 08.2023
Bachelor of Arts - History
George Mason University