Jay Tooks

As a Tier 2 Service Desk Engineer supporting the Department of Treasury, I’m responsible for technical support Via Phone, in Person, on remotely along with system administration to ensure efficient software deployment, hardware setup, and network connectivity. E   ·     Supplied technical support for Microsoft Office 365 in limited role and other software packages, utilizing Active Directory, Exchange Admin Center SCCM, MECM, One Drive, and Intune for smooth installation and deployment. ·     Configured and imaged Dell Latitude laptops workstations, standardizing setups for consistent performance and reliability. Services and Provided Support for Cannon Scan Network Printers as well as HP Local and Network Printers Managed trouble tickets in Service Desk, SCCM Cisco anywhere Connect VPN, SNOW, Apple Configurator Intune supporting related Devices Deployment and Decommissioning, efficiently resolving network connectivity issues and ensuring adherence to SLAs. And SOP’s  ·     Administered security software, including MacAfee and Guardian Edge Encryption, and managed user accounts via Active Directory and SCCM to ensure data security compliance Patching and Remediation. ·     Coordinated with vendors for procurement and support of GOTS and COTS, and performed hardware dell, Cannon HP and OS deployments, decommissions, migrations in Windows 10, 11, enhancing system compatibility and security. ·         Break-Fix IMAC and Asset Mgmt. Service and Support RSA Token Mgmt. and support Avaya Admin Console One Drive Admin Vulnerability and Patching Asset Management ·         VPN  Setup and Administration for End users Cisco Any Connect Client ·         Vulnerability  assessment and remediation for User workstation in the Enterprise

As an IT Specialist supporting the Department of Building, I’m responsible for technical support Via Phone, in Person, or End Users Location or Remotely along with system administration to ensure efficient software deployment, hardware setup, and network connectivity. Expertly managed troubleshooting processes, software administration, and remote support to maintain optimal system performance and data security. Facilitated vendor communications and device configurations to enhance user productivity and maintain compliance with organizational standards.     ·     Supplied technical support for Microsoft Office 365 and other software packages, utilizing Active Directory, Cayosoft, SCCM, MECM, One Drive, (2008, 2012, and 2016) JAMF Apple Configurator for smooth installation and deployment of related devices. ·     Configured and imaged Dell Latitude laptops workstations, standardizing setups for consistent performance and reliability. ·     Managed trouble tickets in Service Desk, Bombgar, Z Scaler VPN, Wasp, efficiently resolving network connectivity issues and ensuring adherence to SLAs. And SOP’s  ·     Administered security software, including MacAfee and Guardian Edge Encryption, and managed user accounts via Active Directory and SCCM to ensure data security and compliance. ·     Coordinated with vendors for procurement and support of GOTS and COTS, and performed hardware dell, Kyocera and OS deployments, decommissions, migrations in Windows 10, 11, enhancing system compatibility and security. ·         Site Lead L’Enfant Plaza Site !39 End users

Senior IT Support Specialist with 20+ years of experience delivering Tier II/Tier III desktop, service desk, and escalation support across federal, public-sector, nonprofit, and enterprise environments. Expertise includes Active Directory and Group Policy administration, SCCM/MECM and Intune endpoint management, imaging and deployment, Microsoft 365 support, patch management, and vulnerability remediation using Tenable. Proven success supporting complex user environments of 1,400+ onsite users and 600+ remote staff while maintaining strong SLA performance, resolving advanced workstation, application, and network issues, and upholding security and operational standards. Recognized for high-touch customer service, clear documentation, and the development of SOPs and end-user guides that strengthen service delivery and improve support consistency.

• Assist Customers with issues in Microsoft Office such as administration and troubleshooting. • Assist Customers with the installation of software packages via SCCM 2008 2012 2016 • Setup and troubleshooting VPN Citrix and Cisco Clients on Workstations • Setup and Configuration of Dell Latitude Laptops and Desktop Workstations • Escalation updating and closing Trouble Ticket in Remedy Service Desk Database • Resolving local and IP address problems with TCP/IP configurations • Administration of MacAfee and Guardian Edge Encryption software workstations • Activation and deactivation of LAN Connections From Wire Closet to Workstation locations • Activation and Disabling of Accounts via Active Directory Password resets • Respond In timely manner to Trouble issues Maintain all SLA’s established • Use of SCCM pushing applications Drivers and updates remotely to user workstations • Maintained and Updated All Computer related assets in remedy database • Communicated and established relationships with various Vendors in support of GOTS and COTS • Refresh hardware to Windows 7 Enterprise Windows 8.1 Windows 10 • Activation and deactivation of LAN Connections From Wire Closet to Workstation location • Configure setup of End User iPhone and Android Work Smart Phone

• Assist Customers with issues in Microsoft Office such as administration and troubleshooting. • Assist Customers with the installation of software packages via SCCM 2008 • Responsible for setting up and troubleshooting VPN Citrix and Cisco Clients on Workstations • Setup and Configuration of Dell Latitude Laptops and Desktop Workstations • Escalation updating and closing Trouble Ticket in Remedy Service Desk Database • Resolving local and IP address problems with TCP/IP configurations • Administration of MacAfee and Guardian Edge Encryption software on Treasury workstations • Activation and deactivation of LAN Connections From Wire Closet to Workstation location • Activation and Disabling of Accounts via Active Directory Password resets • Respond In timely manner to Trouble issues Maintain all SLA’s established • Use of SCCM pushing applications Drivers and updates remotely to user workstations • Maintained and Updated All Computer related assets in remedy database • Communicated and established relationships with various Vendors in support of GOTS and COTS • Refresh and migration of new hardware Windows XP to Windows 7 Enterprise • Migration and Update office 2007, 2010, 2013 Adobe Pro CS6.

• Tracking and updating of government IT related devices and materials. • Assist Customers with the installation of software packages via SMS • Responsible for setting up and troubleshooting VPN Citrix Clients on Workstations • Setup and Configuration of Dell Latitude Laptops with docking stations and Peripherals • Escalation updating and closing Trouble Ticket in Remedy Database • Resolving local and IP address problems with TCP/IP configurations • Activation and deactivation of LAN Connections From Wire Closet to Workstation location • Creation and Activation of Accounts and Access via Active Directory also password resets • Respond In timely manner to Trouble issues Maintain all SLA’s established • Create and adhere to all SOP established in Enterprise • Use and administration of SMS for remote access and administration • Maintained and Updated All Computer related assets in remedy database • Communicated and established relationships with vendors in support of dell and HP Hardware • Refresh and migration of new hardware Windows XP to Windows 7 Enterprise • Migration and Update office 2003, 2007, Adobe Pro CS5. • Orientation and Training of new Hires VPN access and DSS network procedures • Local and network printer configuration installation and troubleshooting • Provide in person support and VIP Support and break fix of 525 end users • Trouble shooting Configuration and support of Static IP Printers • Activation and Installation troubleshooting of internal and external MIFI devices • Moves reallocation Imaging troubleshooting Break fix of Workstations and Blackberries • SIPR Comsec Custodian Kiev 7 Administration, configuration trouble, shooting of classified and non-classified workstations • Blackberry Configuration Training support in enterprise

• Tracking and updating of government IT related devices and materials. • Provided support for government civilian, military users on Andrews AFB and AFDW • Assist Customers with remote Desktop Support via Dame ware • Responsible for setting up and troubleshooting VPN Citrix Clients on Workstations • Setup and Configuration of Dell Workstations and Peripherals • Assigned Tier II Tier III Support team • Escalation updating and closing Trouble Ticket in Remedy Database • Resolving local and IP address problems with TCP/IP configurations • Creation and Activation of Accounts and Access via Active Directory also password resets • Installing and troubleshooting of Active Card Gold, updating and resetting of CAC access

• Tracking and updating of government IT related devices and materials. • Setup and Configuration of Gateway and Dell Workstations and Peripherals • Loaded Ghost image and conducted User surveys to assure proper Data Transfer and workstation setup • Escalation updating and closing Trouble Tickets in Heat and Help star Databases • Resolving local and IP address problems with TCP/IP configurations • Creation and Activation of Accounts and Access via Active Directory also password resets • Supported Boeing Corp, General Dynamics, Lockheed Martin, Northrop Grumman, Raytheon, and Northrop Grumman Mission Systems. A total of approximately 1500 users • Installing and troubleshooting of Active Directory and User Workstations, updating and resetting of CAC access • Respond In timely manner to Trouble issues Maintain all SLA’s established • Create and adhere to all SOP established in Enterprise • Communicated and established relationships with vendors in support of Gateway and HP Hardware • Supported USAF HQ DIA Missile Defense Agency State Department US Army. A total of approximately 1500 users • Refresh and migration of new hardware Windows 95 to Windows NT Windows 2000 in the Enterprise • Migration and Update Office 97 to Office 2000. • Local and network printer configuration installation and troubleshooting Workstations Blackberries Blueberries and PDA’s

• Assist Customer with Phone support of Church works Database • Updated Sales Database on both IBM and Macintosh Platforms • Supervised Administrative staff • Oversaw Order entries • Coordinate Shipping Deliveries and correspondence to and from Company • Functioned as Help Desk Support Rep • Handled Inquires by phone and In Person Support • Conducted Site installations and demos on daily basis • Attended Trade shows and conventions supporting