Updated Resume

1. DaShawn Grady
240-559-6693 • Dashawnsyphax@yahoo.com
Education
Year Up / Northern Virginia Community College Arlington, VA
Information Technology Track March 2015 – January 31, 2016
 Currently enrolled in leading national career development program with 250 corporate partners;
includes college-level coursework and on demand career training
 Participated in Information Technology track, hands on experience for students primarily with
roles in desktop support, IT help desk, and business operations
 Completed college credits in Information Technology and English in partnership with Northern
Virginia Community College; mastered coursework in computer networking, computer
troubleshooting and repair, business writing, professional skills, personal finance, customer
service, and critical thinking; completed Cisco IT Essentials course material via Year Up, a Cisco
Networking Academy
Awards and Honors
 Year Up: Engaging and Embracing Diversity May 2015
 Year Up: Student Ambassador May 2015
Certifications
 Network+ certification (Anticipated)
Work Experience
The Signature Group (TSG) Tyson’s Corner, VA
Junior NOC Engineer February 2016 – April 2016
 Provided over the phone/remote support for over 5,000 clients
 Troubleshot client issues and worked alongside higher tiers to resolve client issues; escalated
tickets if needed
 Met/exceeded weekly quotas of closing 75 tickets each week
 Assisted with the creation and modification of networks to support work devices upon customer
request
 Remotely accesses clients computers using Bomgar to provide assistance with mapping
printers/network drives, Citrix and WatchGuard
 Pushed/installed software/updates remotely
 Provided support for Microsoft Products including Office and 365 (Outlook, Word, Excel, Skype
for Business)
 Installed/Setup VPN software and troubleshot connectivity issues for user’s who are off site

2. CGI Federal Fairfax, VA
Desktop Support Technician July 2015 – January
2016
 Provided over the phone/remote/desktop support to end-users for various issues; printers,
LAN/WAN, as well as COTS and GOTS applications
 Provided technical support for issues scaling between Tiers 1-2
 Managed user accounts and workstations in Active Directory (disable/enable, add/remove to
OU)
 Assigned and managed tokens for dual factor authentication purposes for off-site users
 Interfaced daily with clients through e-mail, phone, and in-person visits; representing CGI
Federal’s interests in all client engagements
 Assisted in creating, monitoring, and tracking incident/request work order tickets to ensure high
quality client service
 Troubleshoot and fix hardware (hard drive, RAM, keyboards)
 Troubleshot and resolved issues for numerous software and VPN issues (both local and remote
VPN connectivity) in timely manner to minimize work stoppage for our clients
 Troubleshot and resolved issues within Microsoft Office and 365 (Outlook, Word, Excel, Lync)
 Performed data backup, recovery and restoration from workstations for clients during upgrades
or reimages
 Installed printers (network and local), scanners, desktop and laptop computers (and the relevant
peripherals)
Skillset
 Software: Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows
Operating Systems Windows 7, 8 and 10; Norton Ghost; installing drivers; basic HTML, blogs,
and wikis; basic understanding of database and SQL; Citrix, Remedy Force, Bomgar,
WatchGuard
 Hardware: PC software and hardware; HP desktops & laptops; Dell desktops & laptops; Lenovo
ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and
swaps; BlackBerry and iPhone configuration, Cisco IT Essentials
 Network: Networking experience (running cables, troubleshooting connections, activating ports,
router configuration, switches, Wi-Fi router)
 Technical Support: Helpdesk: escalation and documentation on ticketing system, customer
service support (email, phone) Desktop: hardware, printers/scanners