Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Derrick Vidal

Baltimore,MD

Summary

I am a results-oriented IT professional with a proven track record supporting a large user base across various IT Service Management (ITSM) areas. My expertise spans across tools and technologies including the ServiceNow ticketing system, Active Directory management, Army training systems, remote desktop management, and cloud solutions like Army 365. I am proficient in Information Assurance (IA) best practices, ensuring compliance with tools like Microsoft Endpoint Configuration Manager (MECM) and Assured Compliance Assessment Solution (ACAS). Additionally, I possess strong technical skills in computer imaging, user state migration, network troubleshooting (Ethernet, Fiber, VPN), and Windows Server administration.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Lifecycle Desktop Support Specialist

ASRC Federal
05.2023 - Current
  • Documented and tracked user issues by logging support tickets in ServiceNow
  • Leveraged my proficiency in ServiceNow to streamline ticketing processes, resulting in faster resolution times and improved customer satisfaction.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable resolution.
  • Provided Tier 2/3 IT support to non-technical internal users through desk-side support services.
  • Assisted CECOM CIO G-6 with Lifecycle Support through break-fix and Re-image requests through IPv4 PXE Boot.
  • Provided IAVA/STIG compliance for all supported laptops and desktops
  • Utilized PowerShell scripting to identify and resolve inconsistencies during user data transfers, ensuring data integrity.
  • Fulfilled user requests for Above Baseline Software on NIPR machines, ensuring access to critical applications
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Consistently followed up with clients to ensure their satisfaction and provided 2nd point of contact support for VIPs
  • Provided support on NIPR and SIPR networks, or in standalone, non-networked operating environment
  • Performed secure hard drive sanitization as required, safeguarding sensitive information.
  • Led identifying and coordinating over 300 users for new lifecycle process, ensuring efficient integration.
  • Implemented standardized communication and scheduling protocols (SOPs) to improve user experience. As a result, user satisfaction ratings have increased, and contract performance has improved.
  • Developed a user-friendly SharePoint list integrated with Power Apps, streamlining data entry and management for the lifecycle process.

IT Technical Support Specialist

SAIC
09.2022 - 05.2023
  • Assisted with NIPRNET Access restoration to users
  • Provided Purebred Activation and troubleshooting for CAC/PKI Certificates on GFE Mobile Devices
  • Supported Mobile Iron device management with activations and resets
  • Supported users with the Army's Remote Capable Workforce Program with Azure Virtual Desktop and Bring Your Own Device Program
  • Assisted with DoD PKI Setup and Encryption Certificate Recovery.
  • Assisted users with GFE Equipment quarantine issues and bringing devices into compliance
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Supported users with Active Directory Add, Restore, Moves and Changes.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality

L1 Helpdesk Technician

Apex Systems
01.2022 - 09.2022
  • Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Answered 30+ incoming calls from Remote and Onsite DoD Enterprise Customers with 15 minute AHT and 80% FCR.
  • Provided Mobility Services such as Purebred Support, Mobile Device Management, Email+ and PIV-D Setup.
  • Troubleshooting with Microsoft 365, Email Entitlements, Provisioning and creating Non-Person Entities.
  • Assisted with DoD PKI Setup and Encryption Certificate Recovery.
  • Supported users with Active Directory Add, Restore, Moves and Changes.

NMCI Service Desk Agent

SAIC
09.2021 - 01.2022
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Assisted end-users/customers in resolving their IT issues accurately and promptly
  • Troubleshot network connectivity issues, working with remote employees on a enterprise network
  • Supported users by performing system tests and updates after they complete their troubleshooting and necessary repairs
  • Supported department-wide operations by supporting the creation, editing, and maintenance of IT documents
  • Developed and sustained a productive customer relationship, making the customer and their needs a primary focus
  • Operated as the initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications

Sales Representative

Affinity Integrated Solutions
10.2019 - 09.2021
  • Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
  • Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
  • Supported design and troubleshooting in Networked systems.
  • Computerized office activities and maintained customer communications, including data and record tracking correspondences.
  • Performed routine maintenance on IoT to alleviate issues.
  • Evaluated equipment to determine if it needed to be repaired or replaced.
  • Increased product revenues to over $50,000 in 30 days

Squad Leader

United States Marine Corps, USMC
12.2014 - 11.2019
  • Maintained current in-depth knowledge of team member strengths and weaknesses to most effectively plan battle strategy.
  • Maintained 100% accountability of all assigned equipment worth more than $100,000.
  • Produced reports on equipment status, incidences, personnel readiness, and intelligence for superiors on daily basis.
  • Inspected weapons for proper cleanliness and functionality and identified parts for repair
  • Executed reasoned and efficient decision-making to foster troop discipline and unity
  • Executed Secret Level Ops Briefings with MCSFBn and SWFLANT Authorities
  • Executed Secret Level Operations in accordance with DOD and DOE Guidelines

Education

Bachelor of Science - Information Technology

Southern New Hampshire University
Hooksett, NH
09.2025

High School Diploma -

Upper Darby High School
Upper Darby, PA
06.2014

Skills

  • IT Service Management
  • ServiceNow Ticketing System
  • Active Directory Add/ Move/ Upgrade/ Delete
  • Army Training and Certification Tracking System
  • Remote Desktop Management
  • Army 365
  • Information Assurance Vulnerability Management
  • Microsoft Endpoint Configuration Manager
  • Assured Compliance Assessment Solution
  • Computer Imaging and User State Migration Tool
  • VPN Support and Troubleshooting
  • Ethernet/ Fiber Network Troubleshooting
  • Windows Server 2022
  • Oracle VM VirtualBox

Certification

  • CompTIA Security+ CE Certified
  • CompTIA Network+ CE Certified
  • RNEC APG Supported Command Integration Program
  • CIO/G-6 NETCOM IA - MD-100: Windows 10
  • HQDA DCS, G-6 - MD-101: Managing Modern Desktops

Additional Information

Active Secret Clearance

Timeline

Lifecycle Desktop Support Specialist

ASRC Federal
05.2023 - Current

IT Technical Support Specialist

SAIC
09.2022 - 05.2023

L1 Helpdesk Technician

Apex Systems
01.2022 - 09.2022

NMCI Service Desk Agent

SAIC
09.2021 - 01.2022

Sales Representative

Affinity Integrated Solutions
10.2019 - 09.2021

Squad Leader

United States Marine Corps, USMC
12.2014 - 11.2019

Bachelor of Science - Information Technology

Southern New Hampshire University

High School Diploma -

Upper Darby High School

Similar Profiles

CREATE PROFILE
Derrick Vidal