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