Lavell Counts has over 5 years of experience in IT support roles. He has extensive technical skills including experience supporting Windows, MacOS, and various software applications. He is proficient in desktop support, help desk functions, hardware installation, and basic networking. Currently he works as an IT Specialist providing break/fix support, managing accounts, and setting up AV equipment.

1. 2106 Beechwood Rd. | Hyattsville, MD 20783
240-593-7458 | L.counts531@gmail.com
LAVELL COUNTS
TECHNICAL SKILLS
Operating Systems: Windows 7, 8, 8.1,10; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003, Mac
Software Applications: MS Office Suite 2000, 2003, 2007, & 2010 (Access,Excel, PowerPoint, Word); Norton Ghost; installing
drivers; Active Directory, Unicenter Service Desk, DSM, IT Service Management, People Soft, Sales Force, Webex, Avaya Agent,
Team Viewer
Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad
laptops; HP printers; general computer builds and repairs; hardware installations and swaps; generalnetworking experience (running
cables, troubleshooting connections, activating ports), Samsung Printer, Ipad, Galaxy Tablet
Others: Clerical skills; data entry; customer service support (both on the phone and in person); leadership experience
Certifications & Clearance: Cisco IT Essentials: PC Hardware and Software / Public Trust clearance
PROFESSIONAL EXPERIENCE
THE HOUSEDC May 2015 – PRESENT
IT Specialist
 Break fix (laptops, Desktop, printers, monitors)
 Support Microsoft Office and office suite 365
 Use Active Directory (password changes,unlock and create accounts, add to groups)
 Work on OS – Mac OSX, Lion, Windows 7, 8, and 10
 Deal with the LAN on site
 Manage email accounts
 Virus protection and computer back up
 Setup conference rooms and AV equipment
TECH TALENTA March 2015 - MAY 2015
Verizon Federal - Desktop Technical Support
 Configure Windows 7/8 Operating System and associated software (security, Anti-Virus, Remote Management)
 Assemble hardware for a particular site type
§ Computers
§ Televisions
 Ship or deliver to sites for installation or replacement
 Ensure hardware is connected to Data Service (DSL / FiOS / AirCard)
 Perform installations out-of-hours in Retail sites including Verizon Wireless Stores, Local Presence Centers and other
such sites as may be required (Experience, etc.)
 Install Televisions and connect to DVD Players, Set Top Boxes, Computers
 Perform, as needed,brief hardware introductions for end users at sites
 Provide on-site support sites as needed (Grand Openings, etc.)
 Operate
 Enter and update trouble tickets to record the trouble found, work done to resolve, and root cause of issues as they occur
 Enter trouble tickets regarding store fixing and refer to others for handling
 Answer help desk calls covering retail hours, including nights, weekends and some holidays
HEMMERSBACH GMBH & CO.KG October 2014 – March 2015
Desktop Support Technician – Tier II
 Accurately testing,identifying, repairing, resolving, and documenting end usertechnical issues regarding basic
network/desktop support,printers, PDAs, BlackBerrys, and LAN cable drops
 Hands on role where expected to provide 1st line IT support services to the business community ensuring that all
requirements are met within agreed service targets
 Providing of infrastructure administration functions

2.  Troubleshooting and resolving software issues; reimaging computers/hard drives
 Categorize and prioritize end usersupport requests and service requests
 Move equipment associated with escalated help desk incidents and service request
 Place IP, Digital and Analog telephones on end user desks or labs and register them then work with IT Operations to
ensure functionality.
 Assist with troubleshoot and repair user network and voice related issues
 Replace network equipment as directed
 Perform in adherence to Service Level Agreements and Key Performance
 Reception and storage of items (include items returns)
 Perform other duties as assigned,e.g. NSSR
 Reimaged windows 7/8 machines
RANDSTAD TECHNOLOGIES March 2014 – October 2014
University Maryland University College - IT Helpdesk Analyst
 Provide support for clients non-proprietary and proprietary information and applications
 Ensure detailed explanations of user problems are entered into Problem Management System
 Interact with other internal departments and support groups to ensure quality service and support
 Provide excellent service support in a professional, patient and understanding manner
 Strictly adhere to all documented procedures to ensure a timely resolution and the highest level of customer service
 Demonstrated experience supporting the following products and services:Microsoft Office applications, programs,
hardware / software & networking questions,Citrix Operating Environment, BlackBerry, Java, Active Directory,
Malware
 Experience with Ethernet and TCP/ IP; using Problem Management/call logging systems
 Help Desk is open 24/7 for students,staff,and faculty
 Create and close tickets using the ticketing systemSalesforce and remote support using WebEx
KFORCE January 2014 – March 2014
Securities and Exchange Commission - IT Specialist
 Responsible for the loading and distribution of laptops to individuals that will be working remotely for the SEC.
 Responsible for scheduling the distribution of laptops using Microsoft Calendars.
ROBERT HALF TECHNOLOGY January 2013 – January 2014
Children’s National Medical Center – IT Specialist June 2013 – July 2013
 Set up new computers and Laptops
 Connect wireless printers to machines
 Computer moves
 IP configurations
 Responsible for deploying XP to Windows 7
Audio Visual Management Group – Software Specialist/AV Tech May 2013 – May 2013
 Assisted users with PowerPoint’s
 IP changes and computer name changes
 Video converts
Abt Associates – Deployment Tech March 2013 – April 2013
 Deployed a new global intranet project
 Tested/Pushed certificates
 Assisted about 500 users in the deployment
CATAPULT TECHNOLOGY July 2012– January 2013
Local Support – Tier II
 Reimage laptops,Password resets,Software deployment, Remote support
 Performed basic troubleshooting of printers, laptops, PCs, mobile phones ,fax machines, monitors etc.
 Deployed/Set up laptops,PCs, printers, fax
 Supported over 3000 government users as part of a small tech team
 Blackberry, Android, and Apple IOS Configuration and activations
 Equipment moves ex. computers, monitors, local printers, computer supplies,etc.
ADDITIONAL EXPERIENCE
K-MART & SEARS INC. June 2009 – December 2009

3. Sales, Stock
 Served over 100 customers per shift, managed extremely large quantities of money
EDUCATION & TRAINING
Year Up, National Capital Region, a Partner of Northern Virginia Community College Graduation: January 2013
 Enrolled in a one-year career development institute, through which students can earn a six-month corporate or
government internship and college credit following six months of rigorous technical and professionaltraining
 Mastered coursework in desktop support,IT helpdesk, computer networking, business writing, professional
skills, personalfinance, and customer service
 Earned Cisco IT Essentials certificate via Year Up, a Cisco Networking Academy; coursework included
advanced networking, repair, and troubleshooting skills as well as critical thinking skills