This document contains the resume of Jeffrey Glover. It lists his contact information, extensive technical skills and experience in help desk support and desktop support roles. His experience includes over 15 years of supporting Windows desktops, applications and mobile devices. He has worked for various government agencies and law firms providing tier 1 and 2 support, software installations, account management and desktop migrations.

1. Jeffrey Glover
12309 Rambling Lane - Bowie, MD 20715
Mobile# (301) 760-9629
E-Mail Address: jjeffglover@gmail.com or jeffrey.glover@outlook.com
Technical Skills:
 Active Directory/Group Policy
Management
 Apple/MAC (iPhones, iPads,
MacBooks)
 BMC Footprints
 Bomgar Remote Desktop Control
 CA Service Desk Manager Queue
System
 Cisco Jabber
 Dameware Mini Remote Control
Client
 GroupWise Messenger
 iManage Document Management
 LiteTouch/MDT
 Lotus Notes
 McAfee Security
 Microsoft Deployment Toolkit
2010
 Microsoft Dynamics CRM
 Microsoft Exchange Server R2
(2003 & 2008)
 Microsoft Office (97 – 2013)
 Microsoft System Center 2008 &
2012 R2 Configuration Manager
 Microsoft Visio
 Network & Local Printing
 Omni eControl
 Oracle Discoverer 3.1 and 10G
 Outlook Web Access
 Remote Desktop Manager
 RSA Security Console
 SCCM Software Installations
 Symantec Encryption Client
 TCP/IP
 Vista Plus 5
 VPN
 Windows Remote Assistance
 Windows Server 2008 R2
Administrator
 Windows XP, Vista, 7
Professional Experience:
INDUS Corporation
Lead Technical Support Analyst (Library of Congress) May 2014 – June 2016
 Provides phone and remote support to users in the areas of email, directories, standard Windows desktop applications,and
applications developed under the resulting contract or predecessors.
 Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.
 Installs and provides tier 1 and 2 support for customers.
 Provides end-usercomputing support for Windows 7 operating systems.
 Provides end-userassistance to Microsoft Office 2010 users via Remote Desktop Manager.
 Performs ticket QA and follow-up, documentation support,and report generation at direction of manager via BMC
Footprints.
 Performs software installations for end-users via Microsoft System Center 2008 & 2012 R2 Configuration Manager.
 Performs printer installations via Active Directory.
 Performs teleworkers end user support for VPN via McAfee Endpoint Encryption and RSA Security Console.
 Provide iPhone and iPad support for LOC customers.
 Perform password and account management via Active Directory, Microsoft Exchange Server R2 2008, GroupWise
Messenger,Omni eControl, RSA Security Console and Citrix XenApp.
TekSystems
Help Desk Specialist II/MigrationTechnician/Team Lead
(Environmental ProtectionAgency/ECS Federal) November 2013 – April 2014
(Wilmer Hale and Sidley Austin law firms) October 2012 – February 2013
 Perform Team Lead Technician and/or Manager duties for the Migration team.
 Perform Windows 7 and Microsoft Office 2010 migration and deployment duties
 Group Policy review in relation to company’s setting recommendations.
 Patch maintenance support and deployment of systempatches for client and/orserver protection.
 Active Directory access to reset passwords,staging PCs for migration, adding and deleting PC’s, creating PC names, etc.
 Ensures issues,questions,and problems concerning hardware, software, mobile devices,and IT infrastructure are addressed
and resolved in a timely and coordinated matter.
 Check and confirm file transfers on servers.
 Perform document recovery (iManage)
 Change document security settings as needed per customer (iManage)
 Perform User Support,Quality Assurance and Quality Control after migrations.
 Configure hardware, applications, network connectivity and access to companies resources

2.  Configure McAfee Endpoint Encryption and Decryption for end users
 Assist with Windows 7 troubleshooting and user support for migrated systems and Remedy Ticketing Systems
 Process returns of leased desktops and laptops
 Configure backup and recovery options
 Perform hard drives backups
 Permanently wiping out data from leased desktops and laptops
 Assist in imaging, post-imaging and reimaging Dell XPS Ultrabooks, Optiplex 960 & 990 and Lenovo M82 desktops
 Configure and install Dell XPS Ultrabooks and Optiplex 990 desktops in offices
The Computer Merchant, LTD March 2013 – October 2013
Tier 2 Help Desk Specialist (Dept. of Veteran Affairs)
 Perform Windows 7 and Microsoft Office 2010 migration and deployment duties for the Dept. of Veteran Affairs
 Perform User Support, Quality Assurance and Quality Control after migrations.
 Provide end user support for desktop,laptop and network related issues
 Network and local printer setups and installations
 Perform software installations and driver updates.
 Perform PC and laptop health checks
 Active Directory access to reset passwords,staging PCs for migration, etc.
 Technical support to remote users connecting through VPN and Citrix
 Permanently wiping out data from leased desktops and laptops
 Assist with training systemusers as needed
 Configure and install desktop and laptop computers as needed
 Replace, install and remove hardware peripherals as needed
New York Foundation for Senior Citizens March 2010 – October 2012
IT Liaison /Administrative Coordinator
 Provided and instructed on-site Basic Computer Training Classes for the residents.
 Created and updated the outline for the Basic Computer Training Class
 Configured and installed desktop and laptop computers for staff
 Perform software installations and driver updates.
 Provided usersupport assistance forNYFSC staff
 Assisted in various administrative and clerical duties as needed
Visiting Nurse Service of NY July 2005 – October 2009
Business Operations Analyst (July 2005 – October 2009)
 Coordinated with IT Department on issues related to program needs,problems and projects to meet the changing needs of
Referral Services Staff
 Provided help desk technical assistance for Referral Services Department staff
 Provided Blackberry technical assistance forReferral Services management
 Created, updated and maintained Microsoft Access database to ensure accuracy of staff information and staff assigned
projects
 Converted Microsoft Access information to Microsoft Excel documentation when needed
 Collected, analyzed, maintained and ensured accuracy of statistical data on Salesforce improved communication between
departments for customer service support,marketing plans, reporting and development
 Ensured that PC’s and laptops were fully equipped and functional to perform day-to-day functionalities
 Acted as a liaison between Referral Services and IT Departments regarding outstanding concerns within Salesforce Software
 Supervised six staff members
 Maintained customer satisfaction by providing problem-solving resources; supervising staff
 Conducted Electronic Platform Systems in-house troubleshooting and training for Referral Services Department
 Collected, analyzed, maintained and ensured accuracy of statistical data for Electronic Platform reporting via ECIN,
Edischarge, Plink, Vista Plus, Oracle Discover and Microsoft Excel
 Created and managed spreadsheets forvarious reports
Certifications:
 Comptia A+ Technician Certification
 Help Desk Support Professional
 Microsoft Certification Professional (NT Workstation
4.0)
 Microsoft Digital Literacy Certification