Chris Black Resume

CHRISONLINERESUME.COM

Highly Skilled n installing, repairing, and maintaining computer hardware and peripherals with expertise in independent and collaborative settings. Well-versed in troubleshooting, possessing a sound understanding of networking devices, printers, various software packages, and operating systems. Demonstrated ability to manage multiple troubleshooting tasks concurrently, ensuring high-quality results. Strong analytical and problem-solving skills.Hghiin installing, repairing, and maintaining computer hardware and peripherals with expertise in independent and collaborative settings. Well-versed in troubleshooting, possessing a sound understanding of networking devices, printers, various software packages, and operating systems. Demonstrated ability to manage multiple troubleshooting tasks concurrently, ensuring high-quality results. Strong analytical and problem-solving skills.

MILITARY SERVICE

US Army Veteran

(February 1997-August 2000)

Honorable Discharge

Army Corps of Engineers

Rank: E4

MOS: 81

Clearance: Top Secret SCI

EXPERIENCE:

U.S. Treasury

IT Tier 2 Support Technician

High Risk Public Trust Clearance - DOD

April 2023 - Present

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

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