Quincy Smith
Tier II/III I.T. Helpdesk Technician
Woodbridge,VA
Summary
A motivated, dependable, and a resourceful Information Technology Professional with a strong work ethic and a variety of operational skills. A thriving IT professional with a proven track record and ability to satisfy the needs and demands of the most meticulous clients. An effective team player committed to excellence with a proven ability to meet deadlines and exceed all expectations.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Hardware Refresh Technician/Asset Management Specialist
SAIC
Washington, DC
07.2019 - Current
- Performed Data backups using Robocopy.
- Sanitized user’s laptops & desktops using Wipedrive software in accordance with DoD 5220.22 wiping method.
- Used and operated manual and electronic documents, files, and records (shipping accounts, bar-coding, inventory, monthly inventory reporting, electronic delivery logs, incoming shipments, etc.) to properly document activities, provide materials, and reliable resource information..
- Provided outstanding customer service by maintaining attention to detail, completing assigned work in timely manner, and maintaining efficient and effective work environment.
- Assisted Deskside Services Technicians with deploying assets to end-users and providing break/fix equipment in timely manner.
- Reviewed and completed Service Request tickets in ServiceNow within documented service levels.
- Prepared equipment orders for pickup by Deskside Services Technicians for Hardware Refresh period.
- Provided Deskside Assistance to resolve technology issues & provided how-to knowledge to end users on variety of computer-related issues.
- Provided quality level II support for users with high degree of customer satisfaction, technical knowledge, and timeliness either by resolving issue or escalating and coordinating efforts of other Information Technology staff.
- Assisted in developing and documenting improvements to current processes, creating/updating KAs, & SOPs.
- Unpacked shipments of laptops, adapters, & dockings stations; about 300 per delivery.
Help Desk Administrator
SOS International, LLC
Reston, VA
05.2017 - 07.2019
- Set up Dell, Lenovo, and MacBook laptops with standard builds, including adding machines to corporate network and installing programs based on user's job responsibilities.
- Assign phone numbers to new users through Digium Switchvox online portal.
- Utilized Acronis to create desktop images for Windows 10.
- Deployed and manage Proofpoint Email Security and protection; respond to email threats and blocking.
- Managed inventory of hardware and equipment, submitting new requests for new purchases as needed.
- Managed Active Directory system to add and remove users, unlock accounts, reset passwords, and disable accounts from distribution & security groups as needed.
- Accurately documented troubleshooting efforts and resolutions into ManageEngine ticketing system.
- Assisted with administration of Exchange 2013 including adding or removing email addresses, creation of distribution list.
- Provided exceptional technical support to end-users including hardware, software, and mobile devices.
- Provided onboarding training of domestic and international users.
- Very effective working with other team members to review and recommend enhancements to day to day operations.
SPOT Help Desk Tier 1
Hewlett Packard Enterprise
Alexandria, VA
11.2016 - 05.2017
- Assisted users with troubles with SPOT application.
- Worked with team members to figure out solutions to SPOT issues.
- Fixed bugs as they occurred.
- Applied best practices of software while staying abreast of advances with SPOT.
- Dealt with high call volumes.
- Answered user inquiries regarding software SPOT via phone, email, and chat.
- Proved successful working within tight deadlines and fast-paced atmosphere
- Offered friendly and efficient service to customers, handled challenging situations with ease
IT Intern
Urban Ed, Inc
Washington, .C.
06.2015 - 04.2016
- Works with team members to develop and maintain internal knowledge base.
- Installed and configured various internal hardware components.
- Diagnose and resolve hardware and software issues.
- Familiar with using forums, researching TechNet and Knowledge Bases.
- Earned commendations for teamwork, flexibility, and work excellence in providing IT support to my classmates and faculty.
- Familiar with VPNs and Active Directory.
- Knowledge of LANs, WANs, PANs etc.
SAIC Contractor
Environmental Protection Agency
Washington, DC
Education
Information Technology
Urban Ed, Inc
06.2015 - 04.2016
High School Diploma - undefined
Freedom High School
08.2007 - 06.2011
Skills
Currently pursuing Security certification
Operating Systems: Windows 7, Windows 8, and Windows 10Software Applications: Skype for Business, Microsoft Office Suite 2013/2016/Office365, Adobe Acrobat Pro, Proofpoint Email Security, Windows Server, WatchGuard VPN, McAfee Security, Druva inSync Cloud, ServiceNow, eBusiness, Microsoft TeamsAActive DirectoryAdding machinesAdobe AcrobatAsset managementAttention to detailCommunication skillsHardware ConfigurationConflict ResolutionCritical ThinkingCustomer satisfactionCustomer serviceDellLANTeam leaderListeningMcAfeeVerbal CommunicationVPNWANsTimeline
Hardware Refresh Technician/Asset Management Specialist
SAIC
07.2019 - Current
Help Desk Administrator
SOS International, LLC
05.2017 - 07.2019
SPOT Help Desk Tier 1
Hewlett Packard Enterprise
11.2016 - 05.2017
IT Intern
Urban Ed, Inc
06.2015 - 04.2016
Information Technology
Urban Ed, Inc
06.2015 - 04.2016
High School Diploma - undefined
Freedom High School
08.2007 - 06.2011
SAIC Contractor
Environmental Protection Agency