Summary
Overview
Work History
Education
Skills
Websites
Technologyknowledgeandskills
Informationtechnologycertifications
Timeline
Generic

Rashad Watkins

Brandywine,MD

Summary

Knowledgeable Network Administrator qualified to upgrade software and hardware while monitoring network performance. Enthusiastic professional with background implementing cybersecurity products, including firewalls, antivirus software and intrusion prevention systems. Multitasking Network Administrator with background in system upgrades and hardware monitoring. Determined employee with over [Number] years of network component installation experience. Highly knowledgeable in system repairs and performance improvements.

Overview

10
10
years of professional experience

Work History

IT Systems and Network Administrator

World Central Kitchen
02.2024
  • Manage the HQ IT operations for the World Central Kitchen Team
  • Provide comprehensive helpdesk support end users in a MAC-based environmentensuring prompt resolution of technical issues and maintaining high customer satisfaction levels
  • Manage 40TB of organization datautilzing a Qnap NAS with QfinderPro
  • Primarily responsible for building and maintaining training documentation for IT Systems including networks, SaaS applications, and field communications equipment
  • Manage Apple ios and Macbook deployment, warranty processing and troubleshooting—utilizing Mosyle and Apple Business Manager
  • Manage user accounts, through their lifecycle, in multiple SaaS applications such as Slack, Dropbox, and Google Workspace
  • Integrate 10 SaaS applications with cloud-based SAML Identity providerOkta
  • Manage and maintain AT&T FirstNet and T-Mobile cellular contract
  • Manage Tesla Starlink communications network devicesfor global deployment
  • Provide support for the fleet of computers, mobile devices, printers, networks, and SaaS applications that support WCK’s mission
  • Engage with internal teams and stakeholders to solve problems with a cloud-based approach.

End User Support Analyst/ VIP Support

Universities Space Research Association (USRA)
02.2023 - 01.2024
  • Serve, primarily in a high-pressure, environment—as the Help Desk Professional for the C-Suite (CEO, VPs and their executive professionals)
  • Subject Matter Expert for Microsoft Teams, Outlook and O365 applications
  • Perform first-level Cybersecurity evidence gathering
  • 2023 USRA Out of this Universe Award Recipient
  • 2023 USRA Unsung Hero Award Recipient
  • 2023 USRA All Around Excellence Award Recipient
  • 2023 USRA Positivity and Light Award Recipient
  • Provide comprehensive helpdesk support, using SOPHOS, Syxsense and other end user support tools, to USRA,NASA, CSNR, CLD, PHaSER, EfSI, STI, RIACS, NAMS, AFRL,LPI and SOFIA end usersensuring prompt resolution of technical issues and maintaining high customer satisfaction levels
  • Perform AzureAD and Active Directory administration tasks—including assigning users and computers to appropriate groups, following specified guidelines
  • Utilizing Acronis True Image, built Windows 10 and 11 OS backup and deployment images for HP Laptops
  • Configure and troubleshoot MAC Laptops on macOS Sonoma, macOS Ventura, and macOS Monterey—including deploying Microsoft Office Products, performing OS patching and device configuration
  • Assist with onboarding and offboarding processes, including account creation and management in Active Directory and Azure Active Directory, Mac/PC setup, and deployment for new employees—adhering to department procedures and utilizing standardized hardware, images, and software
  • Serve as Video Conference Administrator, utilizing Teams, RingCentral, ZoomGov and our A/V equipment, at USRA HQ
  • Serve as the first level, cybersecurity evidence gatherer for USRA—in accordance with NIST and CMMC
  • Serve as level one Network Operations to address network-related issuespromptly
  • Manage Verizon Cellphone Service Contract and infrastructure for USRA
  • Perform purchasing (Purchase Requests, Expense Requests & Authorizations) for the department—holding the only company, credit card in the IT department
  • Manage the XEROX Printer Service Contract and infrastructure for USRA
  • Respond efficiently and effectively to requests logged in the JIRA ticketing system, ensuring timely resolution and accurate documentation of solutions
  • Execute timely hardware and software upgrades for workstations, ensuring optimal performance and compatibility with evolving technology requirements
  • Install, test, and configure new workstations, peripheral equipment, and software as directed, ensuring seamless integration into the existing IT environment
  • Maintain comprehensive inventory records of equipment, software, and software licenses in accordance with established processes.

Regional Desktop Associate

Tend Dental
04.2022 - 01.2023
  • Served as the sole IT Professional, functioning as tier 2 and 3, for our six offices in the DC Region and managed 40+ SaaS applications for 5,000+ end users across four states
  • Provided deskside support to C-Suite, Dentists, Managers and Clients of Tend
  • Monitored Network Latency by leveraging networking monitoring software for Cisco Meraki virtual and physical infrastructure
  • Networking duties included troubleshooting network issues and configuring routers (assigning static IPs and changing device VLans)
  • MAC OS and ios technician—who utilized G Suite, JAMF, ZohoAssist and JumpCloud to onboard, configure and deploy MAC products to Tend Clients
  • Utilizing my proficiency of the English Language, created and resolved customers and user issues in the Jira and FreshService ticketing systems
  • Managed user onboarding and offboarding utilizing Azure AD and G Suite—ensuring proper protocols were followed
  • Triaged incidents to better allocated resources and remediated ITSM Tickets in accordance with the service level agreement (SLA) of two
  • Assisted users with two-factor (2FA) setup for access to IT resources: deskside, over-the-phone and virtual
  • Served as an Administrator for Tend’s Yealink Mango VOIP Phones
  • Replaced hard drives for the Planmeca Dental Xray machines
  • Ensured excellent customer service was provided for all customer interactions
  • Maintained comprehensive IT inventory (orderings, receiving/tagging, assigning to users, etc)
  • Identified knowledge gaps and contribute to growing internal and external knowledge base
  • Executed the network and asset deployment and configuration of our new East Nashville Location as a member of a three-member team.

IT Analyst 2

DC Office of the Chief Technology Officer (OCTO)
11.2021 - 03.2022
  • Provide deskside, Tier 2 support to 44,000+ users—including DCPS C-Suite
  • Resolved customer and user issues proficiently in the Remedy Force and ServiceNow ticketing systems, utilizing strong English language skills to provide effective solutions
  • Imaged and deployed network printers and copiers for DCPS Devices, ensuring seamless integration into the network environment
  • Successfully imaged and deployed Windows OS images on Lenovo, Dell, and Microsoft laptops and tablets, ensuring standardized and efficient system configurations
  • Proficiently imaged and deployed Mac images on Apple products, ensuring optimal performance and compatibility
  • Utilized Active Directory tools such as Cayosoft and AzureAD to efficiently reset user passwords and update account information
  • Troubleshot network connectivity and functionality issues for Lenovo, Dell, Microsoft laptops and tablets, Sharp printers, and SmartBoard devices, resolving issues promptly to minimize downtime
  • Processed warranty requests for Lenovo, Dell, and Microsoft products, ensuring timely resolution and appropriate documentation
  • Built and wired technology carts to house and charge Microsoft Surface Pro 2 tablets, providing convenient and organized technology solutions
  • Acted as a dedicated liaison for technology matters, effectively communicating with and supporting over 3000 DCPS administrators, teachers, professional staff, and parents
  • Managed and troubleshot Office365 for DCPS stakeholders within my service area, ensuring smooth operation and resolving any issues promptly.

Higher Education Administrator

Georgia Institute of Technology
10.2018 - 10.2021
  • Provided User support, remote and in person for the Starrez Application
  • Upgraded Office365 for students under my charge
  • Created
  • Configured and removed User accounts in the Starrez Application
  • Installed and managed Microsoft and proprietary education applications for student devices
  • Troubleshot user application issues in Office365 and proprietary education applications
  • Troubleshot device issues on IOS, Android and Microsoft tablet devices
  • Georgia Institute of Technology Housing and Residence Life Training Committee
  • Facilitated training sessions for 280 resident assistants
  • Creating Standard operating procedure for user training
  • Designed productivity tracking system for 23 direct reports that became the department standard
  • Developed leadership training for 40-member student leadership organization
  • Advisor of the Month, Georgia Institute of Technology, Oct.2018 and Oct.2020
  • Advisor of the Month, National Residence Hall Honorary, 2018.

Residence Hall Technical Support Administrator

University of Georgia
10.2017 - 09.2018
  • Provided user support for the Starrez Application, offering both remote and in-person assistance
  • Upgraded Office365 for students within the designated scope
  • Managed user accounts in the Starrez Application, including creation, configuration, and removal
  • Installed and managed Microsoft and proprietary education applications on student devices
  • Troubleshot user application issues in Office365 and proprietary education applications
  • Resolved device issues on various platforms, including IOS, Android, and Microsoft tablet devices
  • Developed an eight-module employment training program for Freshman College Summer Experience Resident Assistants, which became a departmental standard for future semesters
  • Designed a building-wide residential curriculum aligned with departmental learning outcomes and programming models, focusing on student leadership development, personal growth, and self-discovery
  • Conducted audits and provided recommendations on hiring practices for professional positions within the Office of Housing and student conduct policies.

Resident Director/ Tech Support

Tulane University
01.2016 - 10.2017
  • Provided user support for the Starrez and Erezlife Applications, offering remote and in-person assistance
  • Upgraded Microsoft Office Suite for students within the designated scope
  • Managed user accounts in the Starrez Application, including creation, configuration, and removal
  • Installed and managed Microsoft and proprietary education applications on student devices
  • Troubleshot user application issues in the Office Suite and proprietary education applications
  • Resolved device issues on various platforms, including IOS, Android, and Microsoft tablet devices
  • Supervised 42 Resident Assistants and Desk Service Coordinators, overseeing daily tasks and residence hall business in the Newcomb Quad Community.

Freelance Audio Visual Technician

Audio Visual Systems & Support
02.2014 - 03.2016
  • Set up projectors, laptops and microphones for live presentations.
  • Tested and calibrated audio and visual equipment to verify proper operation.
  • Managed cables and power distribution systems effectively to maintain a neat appearance while ensuring safety.
  • Optimized sound quality by conducting thorough sound checks prior to each event start time.
  • Calibrated projectors for optimal image quality at various venues according to screen size and lighting conditions.
  • Ensured safety compliance during installation and operation of audiovisual equipment, minimizing risk to staff and attendees.
  • Provided technical support to event staff and presenters, reducing technical issues and delays.
  • Enhanced event experiences by setting up and operating audiovisual equipment for various venues.

Education

Bachelor of Science - Business Administration

Stratford University
Falls Church, VA
03.2022

Skills

  • Experienced, IT Specialist with a strong background in customer service, education, and management Possessing a degree in English and a comprehensive understanding of technology, I offer a unique blend of high-level soft skills and technical expertise Proven in managing teams and delivering exceptional customer support, I am dedicated to staying up-to-date with emerging technologies and continuously expanding my knowledge Committed to personal and professional growth, I am eager to embrace new technologies and contribute to the success of your organization

Technologyknowledgeandskills

  • Information Technology Service Management: Atlassian: Jira, FreshService, ServiceNow, RemedyForce, Asana (used as a makeshift, ticketing system)
  • Remote Access: ZohoAssist, TeamViewer, Go2Assist
  • Account Management: CayoSoft, JumpCloud, AzureAD, JAMF Pro, G Suite, Mosyle MDM/Apple Business Manager
  • Collaboration Platforms: Slack, Zoom, BlueJeans, Office365 (Teams, Planner, One Drive), SharePoint 2010,2013,2016
  • Customer Relationship Management: Maxient, Starrez, Banner, ErezLife, CRM Dynamics
  • OS: Windows XP/ Vista, Windows 7, Windows 8/8.1, Window 10, Mac OS Big Sur and Monterey

Informationtechnologycertifications

  • CompTia A+ Certified, 10/01/21
  • CompTia Security CE+ Certified, 01/01/22
  • CompTia Network + Certified, 04/01/24

Timeline

IT Systems and Network Administrator

World Central Kitchen
02.2024

End User Support Analyst/ VIP Support

Universities Space Research Association (USRA)
02.2023 - 01.2024

Regional Desktop Associate

Tend Dental
04.2022 - 01.2023

IT Analyst 2

DC Office of the Chief Technology Officer (OCTO)
11.2021 - 03.2022

Higher Education Administrator

Georgia Institute of Technology
10.2018 - 10.2021

Residence Hall Technical Support Administrator

University of Georgia
10.2017 - 09.2018

Resident Director/ Tech Support

Tulane University
01.2016 - 10.2017

Freelance Audio Visual Technician

Audio Visual Systems & Support
02.2014 - 03.2016

Bachelor of Science - Business Administration

Stratford University

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Rashad Watkins