Christopher Florence Email & Phone Number

District Heights, Md, Us

Laurel, Maryland, United States

Washington, District Of Columbia, United States

• Primarily responsible for frontline IT operations such as fielding tickets, onboarding/offboarding, and computer deployments.• Collaborated with the System Administrator to implement office wide solutions and conduct mass software deployments.• Troubleshot Revit, AutoCAD, and Adobe issues for designers and architects.• Assisted in the data center with replacing server hardware and troubleshooting network connectivity issues.• Independently established standards with Windows and Office Suite versioning.• Upgraded desktops and laptops to boost performance.• Worked with vendors to repair devices under contract.• Provided white glove service for firm principals.

Washington, District Of Columbia, United States

Washington Dc-Baltimore Area

• Responsible for troubleshooting advanced hardware and software issues.• Configured laptops for government new hires.• Worked as a team on a comprehensive hardware refresh project.• Provided support to users to ensure successful Office 365 migration.• Main escalation point for Tier 1 technicians.

Washington D.C. Metro Area

• Led a team of 13 technicians in consistently meeting customer expectations for over 95% of all requests entered.• Worked in conjunction with Tier 2 and government staff to resolve problems, improve operations, and provide exceptional customer service.• Oversaw the allocation of Help Desk requests, Help Desk inventory, employee training, and a Windows 10 migration of 2,000+ computers.• Managed RSA token allocation and procedures.• Drafted Standard Operating Procedures (SOPs) for use at the Help Desk.

Washington D.C. Metro Area

• Led a team of 13 technicians in consistently meeting customer expectations for over 95% of all requests entered.• Worked in conjunction with Tier 2 and government staff to resolve problems, improve operations, and provide exceptional customer service.• Oversaw the allocation of Help Desk requests, Help Desk inventory, employee training, and a Windows 10 migration of 2,000+ computers.• Managed RSA token allocation and procedures.• Drafted Standard Operating Procedures (SOPs) for use at the Help Desk.

Washington D.C. Metro Area

• Worked on a national level assisting BLS agents in all states and U.S. territories with various issues.• Main escalation point for Tier 1 technicians.• Worked on hardware refresh team to replace end-of-life machines.• Resolved incidents and requests in a prompt and satisfactory manner.• Selected for management after demonstrating an ability to mentor and lead other technicians through the day-to-day activities of the Help Desk.

Washington D.C. Metro Area

• Supported over 4,500 users on a national scale via walk-in, email, telephone, and on-site visits.• Collaborated with numerous teams and federal staff to complete projects on time, and as efficiently as possible.• Imaged computers and installed software for both standard and production environments.• Troubleshot and repaired printers and other peripherals.• Selected for a promotion after demonstrating an ability to learn quickly and master complex concepts.

14000 Jericho Park Rd, Bowie, Maryland 20715

• Supported over 5,000 professors, office staff, and students via walk-in, email, telephone, and on-site visits.• Worked as a team to maintain campus wide office and lab environments.• Triaged software, hardware, and peripheral issues.• Imaged computers for professors and lab environments.• Installed and configured common software like Microsoft Office, Adobe Creative Suite, and SAS.• Provided detailed inventory spreadsheets on help desk supplies and calculated statistics on help desk ticket trends via Heat and KACE.

Computer Science

32 credits in Computer Science

Comptia A+ Certification Training

Per Scholas is a non-profit organization that offers the CompTIA A+, Network+, and Security+ certifications. Per Scholas offers 500+ hours.

High School

Activities and Societies: Junior Varsity Football, Varsity Football, ACE Mentor Program, and Technology and Engineering Club