David Kirby Email & Phone Number

Fort George G. Meade, Md

* Perform daily tasks of identifying and resolving various profile, hardware, software, and network malfunctions for network, travel and remote users within the Army Reserve Domain* Install, configure and manage Windows 10 and 11 networked systems with enterprise, agency and military specific software * Assistant Monitor for Army Reserve (AR) Enterprise Tier 2 NE Region Help Desk Inbox, assign, process, and transfer tickets as needed * Member of Active Directory Team for modifying user accounts pertaining to PIV’s* Assist with upgrading Windows 10, Version 21H2 to Windows 11 on 64,000+ systems 2024* Assist users with Microsoft A365 migration and troubleshooting continuation to include Microsoft Teams and OneDrive* Enter request technical support information, create, update, transfer, and resolve incident and request tickets in AESMP ServiceNow Support Desk * Monitor Active Directory (Computer and User accounts), update as needed * Remote assistance performed with Remote Desktop Connection and Microsoft Teams * Install and troubleshoot all-in-one printers, scanners, and fax systems * Create visual or step-by-step handouts for associates and customers to help resolve problems

Arlington, Va

* Provided a twenty member Executive Leadership Team with onsite, remote support and training * Assisted management over 2300 user accounts, classified and unclassified, on various networks within the JSF Program* Installed, configured and managed Windows XP and Windows 7 networked PC’s with enterprise and customer specific software: Hummingbird DM, PCTOPS, and ALIS* Assisted with hardware and software technology refresh for 500+ systems - most done within three week time frame* Performed daily tasks of identifying and resolving various hardware, software, and network malfunctions (Tiers 1, 2 and sometimes 3),on-site, travel and remote users within the program* Assisted vault users with hardware, software and profile issues, movement of data for travel or to other controlled networks* Entered technical support information and assigned bar coded equipment using Remedy* Imaged, setup and deployed stand alone, travel and vault systems for various security setups* Created and used data recovery systems for obtaining user data from corrupt, or previously infected encrypted hard drives* Assisted Information Assurance and System Administrators with data spillages* Provided new user orientation training for 9 months in the absence of a regular trainer, plus completing all regular assigned tasks while running at 50% staff* Provided troubleshooting solutions when deploying program wide CISCO VPN* Responsible for creating, documenting, and updating SOP’s as well as common fixes* Assistant New User Orientation Trainer* Provided customer support via phone, e-mail, walk-in appointments and after-hours support via emergency hotline

Alexandria, Va

* Provided customer and technical support to the USPTO Training Center and the Patent Training Academy of The United States Patent & Trademark Office* Installed, configured and managed Windows XP networked PC’s with enterprise and customer specific software: EAST, EDAN, MADRAS, OACS and WEST installed manually by Ghost or remotely by Altiris* Provided daily end-user with profile, software, hardware and networking solutions* Provided technical and user support on 80+ VMware workstations* Assisted Patent Training Academy in large scale remote installations using Altiris* Entered technical support data, updated and closed work tickets in ATOM Database* Created and submitted monthly technical customer support reports* Assisted examiners in distinguishing hardware/software issues versus training issues* Deployed, configured and supported various audio visual systems* Instrumental in developing teamwork with associates to identify and resolve customer issues

Columbia, Md

* Tier I customer support for US Postal website applications* Technical knowledge of PC & Mac operating systems, website functions* Responded to customer inquiries by phone, e-mail, mail or fax* Logged customer information into Remedy software* SME on International Services, prepared and submitted monthly reports* Created visual or step-by-step handouts for associates and customers to help resolve problems

A.S., Computer Support Technology

Activities and Societies: Phi Theta Kappa, Alpha Alpha Sigma ChapterComputer courses completed – Microcomputer Operating Systems- DOS.

Associate'S Degree, A.S., Food Management