1. ISAAK GEBREMARIAM
(703) 992-4586 isaakg721@gmail.com
IT Support Professional with over 10 years of experience providing Desktop and Service Desk services
with a solid reputation for productivity, complex problem resolution and professionalism. Extremely
knowledgeable withWindowsenvironmentsresolvingincidentsrelatedto networking, OSconfiguration,
and software. Excellent verbal and written communication skills. Bachelor’s Degree in Information
Technology and familiar with HDI and ITIL best practices.
PepcoHoldings,Inc., Washington,DC 6/2009 – Present
ClientSupport Technician
 Supportclients in30 locationsacrossthe satesof Delaware,Maryland,Virginia,New Jersey,and
the Districtof Columbia
 DeploywindowsimageusingSMS/SCCM
 Install,update andmaintain Oracle database andWindowssecurityupdate patches
 Install workstations,networkequipment(CiscoRoutersandSwitches)
 Setupvoice communications,video-Audiotosupportmeeting
 SupportMicrosoftOffice applications, Outlook,skype andSharePoint
 Supportwinds7 and 10 OS and vdi machines
 Supportenterprise mobiledevices
 Supportingremote access(VPN),Citrixapplication andVDImachines
 Manage networkprinters,copiersandplotters
 SupportSAP,WMIS, GIS,GWD, and CISwebapplications
 Recommend,schedule,install,testandmonitornew applications
 Write technical documentation
 Keepcustomersinformedof progress andfollow-upcalls
 Provide trainingandguidance onnew applicationtoclients
 Maintainupdatedknowledge of companyproductsandservices
 Able toIdentifyproblems,determineaccuracyand relevance of information, resolve problems
 Establishpatternstorecurringissuesandprovide inputtodevelopmentteams
 Work withvendorsonprocurementof equipment
FAA Air Traffic Operations- AnviCom|Command Federal,Washington,DC 10/2008 – 5/2009
Desktop Support
 Responsible formonitoring,collectingdataonsystemperformance.
 Providingoperationssupporttobusinesscritical applicationsandsystemswithinFAA AirTraffic
Operationsorganization.
 Determine properinstallationparametersforsoftware integration,transitionandefficiency.
 Analyze,detect,identifyandcorrecttechnical problems
 Troubleshootnetworkconnectivity(printersandworkstations)
 Provide Desktopandphone supporttousers withlotusnotesemail,hardware refresh,image
deployment,andapplications
 Provide on-siteorremote supportforusers’desktop,laptop,printers,andmobile devices.
 Update,install,diagnosejavasoftware
 Supportwindowsplatformswhileresolvingincidentandmanaginguserproblems,
 Provide routine desktopandsystemsmaintenance backupandrestore activities,andtracking
the status of Incidentsinthe BMC RemedytickettrackingsystemtrackingincidentsusingTrack-
It system.
 Managing Microsoftoffice outlook email system
 Keymemberof the workstationanddatamigrationprojectresponsibleformigratingover400

2. ISAAK GEBREMARIAM
(703) 992-4586 isaakg721@gmail.com
Apptis IT Solutions,Federal Trade Commission,WashingtonDC 4/2008 – 8/2008
Desktop Support Engineer
 Configure DesktopsandLaptopstoindustrystandards
 Evaluate hardware integrityandapplicationcompatibility
 Deployoperatingsystem/WindowsXPProusingSymantecGhost
 Interactand provide technical supporttousersona dailybase
 Resolve Trouble ticketsusingRemedyandmake follow-upcalls
 Troubleshoot,setup MSOutlookmail and calendar
 Assistandtrain lawyers onhowto use LANDOCandCONCORDANCEdocuments
TekSystems,Bethesda,MD 3/2008 – 4/2008
ComputerConsultant
 Survey,collectdata,anddocumentforBank of America
 Make recommendationwhere QSTneedtobe install
 Responsible forconfiguration,performance,andoperationof devices
 Provide trainingtobankassociates onhow to use devices
Kforce Professional Staffing,Tampa, FL 8/2007 – 4/2008
FieldTechnician
 Install harddrive,replace PrinterNIC forHP LaserJet4000, LaserJet4050, LaserJet5000,
LaserJet5si,LaserJet8000, LaserJet8150, andLaserJet9000
 DesktopandLaptop repairsat homesandoffices
 Deploy,install,configure andtestsystemstothe companystandards.
 Install,configure andsetupWestellfirewallforpersonal Laptops.
 Configure staticIPandremote access
UnitedState Departmentof Trade & Patent, Virginia 8/2007
Hardware Specialist
 Transferdata and insure complete deliverywhile resolvinganyerrors.
 Provide Software andHardware supporttoclientsusingRemedyhelpdesksoftware.
 Install,configuredandtestedprinters,scanners,andcopymachines.
 SuccessfullyupgradedDesktops/Laptops,scanners,Printers,CDburners.
 Successfullyassisted userswithreconfiguringvideotocloselyreplicateoriginallookandfeel
while utilizingprogramscommonlyusedbythe clients.
 Verify withthe customersthatthe jobwascompletedsatisfactorily.
 Provide connectivitytroubleshooting,resolvedissuesandprovideddetail findingsbackto
management.
 Keepqualitycontrol assetsinworkingareasandensuredthattheywere secure
 Follow upwithclientstoensure thatall ticketedissuesare resolvedbefore closingthe Remedy
ticket.
Education
StrayerUniversity,
Bachelors’Degree inInformationSystems,2006