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DARRYL WRIGHT 7375 Toccoa Circle, Union City, GA 30291 Phone: (404) 449-3870 [email protected] TECHNICAL SUPPORT SPECIALIST EXPERIENCED TECHNOLOGY SUPPORT SPECIALIST AND MASTER TROUBLESHOOTER OFFERING EXCELLENT CUSTOMER SERVICE AND COMMUNICATION SKILLS, STRONG ANALYTICAL AND TROUBLESHOOTING SKILLS AS WELL AS ACTIVE SECRET SECURITY CLEARANCE EXPERIENCE DELL SERVICES FEDERAL GOVERNMENT/CENTER FOR DISEASE CONTROL, ATLANTA, GEORGIA FEBRUARY 2012 – PRESENT HELPDESK ANALYST II (CONTRACTOR) Provide 24/7 tier 3 level support to CDC employees and contractors Create and manage service desk tickets and escalate to appropriate levels for onsite assistance via HP Service manager Oversees basic production support issues including file import errors Support overseas CDC staff members by insuring all communication and network devices are operational Manage 2000+ blackberry and other mobile devices accounts to include IPHONE, and Android Install, update, and train users on new software Create new user accounts and conduct password resets in Active Directory Assist with remote access through VPN and CITGO using CITRIX Receiver Issue RSA (KEYFOB) tokens for PKI support and provide temporary emergency soft tokens Create/modify/disable user accounts on RSA server Assist with installing/removing clearing SSL state for digital certificates Make certificates available for use via MS windows after uploading of new digital certificates through Active client ATLANTA PUBLIC SCHOOLS, ATLANTA, GEORGIA FEBRUARY 2010 – FEBRUARY 2012 HELPDESK ANALYST II/HDI CERTIFIED SUPPORT CENTER ANALYST (CONTRACTOR) Assisted with internal help desk functions including application setup, connectivity issues, and product training Provided basic production support related to current standard PC hardware platforms and software for Atlanta Public School units Perform password resets and resolve access and network connectivity issues Utilize Help Desk and Change Management software and tools to receive, assign, monitor, handle, close, and report end-user problems and requests Support remote users, VPN, and remote desktop using LANDESK INTERFACE AMERICAS - INFORMATION SERVICES, LAGRANGE, GEORGIA MAY 2007 – FEBRUARY 2010 SERVICE DESK ANALYST Provide basic production support related to current standard PC hardware platforms and software for Interface Americas business units Manage and resolve AS400 Application issues for users with id, profile, job, job queue, device, printer and print queue problems Support BlackBerry and administrative tasks in JD Edwards E1 Facilitate daily operations meetings Process all IS Service Request and MAC move/add/changes, assign appropriate approvers and task to be completed by 2nd level Support groups Train all new Help Desk Analysts on Interface Service Desk policies and procedures TECHNOLOGY PROFICIENCY

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DARRYL WRIGHT 7375 Toccoa Circle, Union City, GA 30291 Phone: (404) 449-3870 [email protected]

TECHNICAL SUPPORT SPECIALISTEXPERIENCED TECHNOLOGY SUPPORT SPECIALIST AND MASTER TROUBLESHOOTER OFFERING EXCELLENT CUSTOMER SERVICE AND COMMUNICATION SKILLS, STRONG ANALYTICAL AND TROUBLESHOOTING SKILLS AS WELL AS ACTIVE SECRET SECURITY CLEARANCE

EXPERIENCE

DELL SERVICES FEDERAL GOVERNMENT/CENTER FOR DISEASE CONTROL, ATLANTA, GEORGIA FEBRUARY 2012 – PRESENT HELPDESK ANALYST II (CONTRACTOR)

Provide 24/7 tier 3 level support to CDC employees and contractors Create and manage service desk tickets and escalate to appropriate levels for onsite assistance via HP Service manager Oversees basic production support issues including file import errors Support overseas CDC staff members by insuring all communication and network devices are operational Manage 2000+ blackberry and other mobile devices accounts to include IPHONE, and Android Install, update, and train users on new software Create new user accounts and conduct password resets in Active Directory Assist with remote access through VPN and CITGO using CITRIX Receiver Issue RSA (KEYFOB) tokens for PKI support and provide temporary emergency soft tokens Create/modify/disable user accounts on RSA server Assist with installing/removing clearing SSL state for digital certificates Make certificates available for use via MS windows after uploading of new digital certificates through Active client

ATLANTA PUBLIC SCHOOLS, ATLANTA, GEORGIA FEBRUARY 2010 – FEBRUARY 2012HELPDESK ANALYST II/HDI CERTIFIED SUPPORT CENTER ANALYST (CONTRACTOR)

Assisted with internal help desk functions including application setup, connectivity issues, and product training Provided basic production support related to current standard PC hardware platforms and software for Atlanta Public School units Perform password resets and resolve access and network connectivity issues Utilize Help Desk and Change Management software and tools to receive, assign, monitor, handle, close, and report end-user problems and

requests Support remote users, VPN, and remote desktop using LANDESK

INTERFACE AMERICAS - INFORMATION SERVICES, LAGRANGE, GEORGIA MAY 2007 – FEBRUARY 2010SERVICE DESK ANALYST

Provide basic production support related to current standard PC hardware platforms and software for Interface Americas business units Manage and resolve AS400 Application issues for users with id, profile, job, job queue, device, printer and print queue problems Support BlackBerry and administrative tasks in JD Edwards E1 Facilitate daily operations meetings Process all IS Service Request and MAC move/add/changes, assign appropriate approvers and task to be completed by 2nd level Support

groups Train all new Help Desk Analysts on Interface Service Desk policies and procedures

TECHNOLOGY PROFICIENCY

Windows 7, 8 and 10 Microsoft Windows Operating Systems Microsoft Office Suite’s 2007, 2010 and 2013 Active Directory Ghost Norton Symantec Imaging Software SDT Info v2.5 for SCCM 2012 Clients SMS and LANDesk Management remote tools AS/400 and IBM Mainframe Remedy Peregrine HP Service Center BlackBerry Enterprise support and Blackberry Administration Service, Android and IOS mobile devices

VPN RSA Secure ID Key Fob support Citrix Virtual Environment

MILITARY

UNITED STATES AIR FORCE JULY 1983 – JULY 1996 TELECOMMUNICATIONS OPERATIONS / COMPUTER OPERATIONS SPECIALIST / MILITARY INTELLIGENCE

EDUCATION

Bowie State University, BS in Business Administration with concentration in Information Systems, 1994