New Resume

1. DARRYL WRIGHT
7375 Toccoa Circle, Union City, GA30291  Phone: (404) 449-3870  DarrylLorneWright@outlook.com
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 CDCemployeesand contractors
 Create andmanage service desktickets andescalate to appropriate levels for onsite assistance via HPService manager
 Oversees basic productionsupport issues includingfile import errors
 Support overseas CDCstaff members byinsuringallcommunicationandnetwork devices are operational
 Manage 2000+ blackberryandother mobile devices accounts to include IPHONE, and Android
 Install, update, and train users onnew software
 Create new user accounts andconduct password resets inActive Directory
 Assist withremote access through VPN andCITGO usingCITRIXReceiver
 Issue RSA (KEYFOB)tokens for PKI support andprovide temporaryemergencysoft tokens
 Create/modify/disable user accounts on RSA server
 Assist withinstalling/removing clearing SSL state for digitalcertificates
 Make certificates available for use via MS windows after uploading ofnew digital certificatesthroughActive client
ATLANTA PUBLIC SCHOOLS, ATLANTA, GEORGIA FEBRUARY 2010 – FEBRUARY 2012
HELPDESK ANALYST II/HDI CERTIFIED SUPPORT CENTER ANALYST (CONTRACTOR)
 Assistedwithinternal helpdeskfunctions including applicationsetup, connectivityissues, and product training
 Providedbasic production support relatedto current standard PChardware platforms andsoftware for Atlanta Public School units
 Perform password resets andresolve access andnetwork connectivityissues
 Utilize HelpDeskandChange Management software and tools to receive, assign, monitor, handle, close, andreport end-user problems and
requests
 Support remote users, VPN, andremote desktopusing LANDESK
INTERFACE AMERICAS - INFORMATION SERVICES, LAGRANGE, GEORGIA MAY 2007 – FEBRUARY 2010
SERVICE DESK ANALYST
 Provide basic production support related to current standard PChardware platforms and software for Interface Americas businessunits
 Manage and resolve AS400 Applicationissues for users withid, profile, job, jobqueue, device, printer andprint queue problems
 Support BlackBerryand administrative tasks in JD Edwards E1
 Facilitate dailyoperations meetings
 Process all ISService Request and MACmove/add/changes, assign appropriate approvers andtaskto be completedby2nd level Support
groups
 Train all newHelp Desk Analysts on Interface Service Deskpoliciesand procedures
TECHNOLOGYPROFICIENCY
Windows 7, 8 and10 Microsoft Windows OperatingSystems Microsoft Office Suite’s 2007, 2010 and 2013  Active Directory Ghost Norton 
Symantec Imaging Software  SDT Infov2.5 for SCCM2012 Clients  SMS andLANDeskManagement remote tools AS/400 andIBMMainframe 
Remedy Peregrine  HPService Center  BlackBerryEnterprise support andBlackberryAdministrationService, Android and IOS mobile devices 
VPN  RSA Secure IDKeyFobsupport  Citrix VirtualEnvironment
MILITARY
UNITED STATES AIR FORCE JULY 1983 – JULY 1996
TELECOMMUNICATIONS OPERATIONS / COMPUTER OPERATIONS SPECIALIST / MILITARY INTELLIGENCE
EDUCATION
Bowie State University, BS in BusinessAdministration withconcentrationinInformationSystems, 1994
CommunityCollege of the Air Force
UnitedStates Air Force Technical School