Nicholas Turner
Fort Washington
Summary
Dynamic System Administrator with a proven track record at JCS Solutions, adept at optimizing IT operations and enhancing user satisfaction. Skilled in managing complex ticketing systems and implementing robust security measures. Recognized for exceptional customer service and expertise in Windows and macOS environments, ensuring seamless functionality and rapid issue resolution.
Overview
10
10
years of professional experience
1
1
Certification
Work History
System Administrator
JCS Solutions – National Institution of Health
Bethesda
02.2023 - 11.2024
- Facilitate repairs and maintenance of laptops, desktops, printers, and AV equipment.
- And other equipment, as required.
- Install, configure, and maintain Windows peripherals and other end user
- Equipment such as phones and tablets
- Support in-office walk-ups and remote assistance while providing quality customer service.
- Run diagnostic tests to isolate system problems, assist with troubleshooting, and resolve issues.
- Managing Computers in JAMF.
- Used JAMF to distribute updates and install approved software.
- Installed, configured, and maintained Mac peripherals (local and network printers, scanners).
- Secure operations by maintaining antivirus and endpoint security applications, and remediating vulnerabilities, security violations, and incidents.
- Identify, troubleshoot, and resolve hardware and software problems.
- Provide exceptional customer service both in the office and using remote tools, such as Bomgar.
- Cisco Jabber, Microsoft Teams, Zoom, and Windows Remotely.
- Utilizing ServiceNow to log, track, and document incidents to ensure customers.
- Respond to escalated tickets, provide solutions for reported customer problems, and prioritize and manage the ticket queue.
Helpdesk Lead
Reli Group INC
12.2021 - 03.2022
- Responsible for maintaining trouble tickets in ITSM and meeting the Service Level Agreement (SLA)
- Activities may include but are not limited to responding to support requests, documenting support requests, and identifying support needed to bring resolution to support requests
- Install, monitor, and maintain - including regular updates/upgrades and collaboration with system vendors - MAC and Windows virtual machine infrastructure
- Installed imaging software to MAC’s and PC’s
Computer Engineer
Dynamic Technology INC
Fort Washington
05.2020 - 04.2021
- Ensure the functionality of all of the PC/MAC desktops
- Follow policies and standards as described in the corporate IT SOI
- Complete all projects tasks on or ahead of schedule
- Assist the Systems Administrator as needed
- Provide extensive printer support
- Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based endpoints (Laptops Desktops Tablets &
- Smartphones (IOS & Android)
Computer Engineer/Tier
Norfolk State University
Fort Washington
05.2015 - 04.2020
- Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based endpoints (Laptops Desktops Tablets &
- Smartphones (IOS & Android)
Education
Bachelor's Degree - Computer Engineering Technology
Norfolk State University
Skills
- Microsoft Office 365, Microsoft Windows operating systems, installing drivers, macOS
- Hardware: (PC software and hardware); Desktops and laptops; General computer builds and repairs
- Hardware installations and swaps, Mac deployments, HP deployments
- Networking experience (running cables, patching cables, firewall changes, troubleshooting)
- Connections, cable management, printing, and configuring network connections
- Support: System Administrator; Desktop Support/Help Desk Tier 1-3: Escalation and documentation on
- Ticketing system ( Service Now, Solar Wind ), customer service support (email, phone, and in person)
Certification
Certification(s): Comptia Security +, ITIL v4; Comptia Network+, Comptia A
Timeline
System Administrator
JCS Solutions – National Institution of Health
02.2023 - 11.2024
Helpdesk Lead
Reli Group INC
12.2021 - 03.2022
Computer Engineer
Dynamic Technology INC
05.2020 - 04.2021
Computer Engineer/Tier
Norfolk State University
05.2015 - 04.2020
Bachelor's Degree - Computer Engineering Technology
Norfolk State University
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