Chris Black Resume

EXPERIENCE:

Federal Aviation Administration (FAA)

IT Specialist

Top Secret Clearance - DOD  

May 2024  - Present

• Provide Tier 2 support to over 6,000 End Users

• Dameware Remote Everywhere (Remote Support)

• Windows 11 Support

• BossDesk ticketing system

• IOS & Android support (Verizon, AT&T)

• Intune (Mobility Management)

• Asset Management

• Office 365 Support

•  Microsoft Teams support

• SCCM software pushes

• Citrix Workspace

• White Glove / Executive Care Support

• Active Directory / ADMP

• Dell Laptop / Thin Client/ Workstation support

• IGel Thin Client Support

•  BitLocker Endpoint Encryption

• Crestron Media Controller

U.S. Treasury  

IT Tier 2 Support Technician

Secret Clearance - DOD  

April 2023  - March 2024

• Provide Tier 2 support to over 4,000 end users

• Bomgar BeyondTrust Remote Support Solution 

• Windows 10/ 11 Support

• ServiceNow ticketing system

• White Glove / Executive Care Support 

• IOS & Android support (Verizon, AT&T)

• Xen Mobile (Mobility Device Management)

• Intune (Mobile Device Management)

• Citrix Workspace

• VDI (Virtual Desktop Infrastructure)

• Cyber Ark (Identity and Access Management (IAM) 

• Active Directory / ADMP

• Dell Laptop / Thin Client support

• IGel Thin Client Support

• BitLocker Endpoint Encryption

• Office 365 Support 

• Microsoft Teams support

• Onedrive support, account and life cycle Management 

• SCCM software pushes

• Asset Management

Food and Drug Administration (FDA)

IT Tier 2 Support Technician

Moderate Risk Public Trust - DOJ

June 2019 - March 2023

• Provide Tier 2 support to over 8,000 end users

• Adhere to SLA

• Backup Team Lead, (I serve as the team lead when the Lead is away)

• Training Technician, I train the new techs in all aspects of the role when they join our team

• Tech of the Month , 4 months

•  Windows 10/ 11 Support

• ServiceNow ticketing system

• White Glove / Executive Care Support

• IOS & Android support (Verizon, AT&T)

• Xen Mobile (Mobility Management)

• MaaS360  (Mobility Management)

• Perform Active Directory tasks including account creation, password resets and granting user permissions based on role.

• PC Refreshes, User data backups and transfers

• Remote end user support via Remote Control Viewer, Remote Desktop Connection, Remote Desktop Tool, MS TEAMS and Team Viewer

• McAfee Security Tools (Endpoint Security, Endpoint Encryption, ePolicy Orchestrator Manage

• Checkpoint Endpoint Encryption

• Peripherals Install & support local and Network

• Office 365 support Mac & Windows

• Microsoft Teams support

• Onedrive support, account and life cycle Management

• Mac and Windows Imaging via SCCM

• Asset Management

•  Customer Service oriented

Byron S. Adams Printing

January 2007 – June 2019

IT Specialist

• IT Manager

• White Glove Support

• Spiceworks ticketing system

• Customer Service Oriented

• Deployed & Maintained Laptops, Workstations and Mobile devices.

• Reset Passwords and troubleshoot OS / Hardware & Applications

• Software license management

•  Technology Procurement

• Asset Management

•  OS Migrations & Installation of patches and updates.

• Peripherals Install & support local and Network.

•  Virus & Malware mediation

• Laser Printer Maintenance, Troubleshooting & Consumables Inventory

• Network monitoring

• Develop Knowledge Base Articles for quick reference and guidance

• Develop procedures & best practices, SOP

• Triage end user problems and determine the course of action.

R. Emmanuel Consulting & Training Center

May 2018 – June 2019 (PART TIME)

Tier 1 Support

• Install software, modify and repair hardware and resolve technical issues

• Provide IT support to 300 end users

• Display courtesy and strong interpersonal skills with all customer interactions

• Develop quick reference guides to assist end-users with challenging software application features

• Manage Windows workstations including desktops, laptops and tablets

• Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches 

• PC refresh and migration Windows 7/8.1 and 10

• Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging and desk side

• Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)

• Perform Active Directory tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines

• Create and manage network accounts to include granting access to secured file shares

• Manage bench and IT inventory

• Manage Windows 7/8/10 workstations

• Troubleshoot Wi-Fi and Ethernet networking issues

ABOUT ME