Derrick Lyon Email & Phone Number

Indian Head, Md, Us

Hanover, Md, Us

Job Site: Hogan Lovells US LLP, Washington DCDescription: Providing Tier II IT level troubleshooting services through ServiceNow ticketing system, emails or personal visits for all employees and VIPs within Hogan Lovells US LLP.Responsibilities: Troubleshooting various issues with but not limited to MS Office 2010, 365 programs (Outlook, Word, Excel, PowerPoint, One Note, Skype). Laptop hardware issues (hard drive, monitor, memory, laptop fan). Various issues with network drives. Desk setups for new/transferred employees. Desk moves for employees. Laptop setups for new employees. Other various hardware equipment issues with monitors, mobile devices (Samsung Galaxy, iPhone), network connectivity, laptop software updates.Windows 10 Migration Project (October 2018 – May 2019): Was a key player in the bulk project of migrating all Hogan Lovells machines (laptops and desktops) from windows 7 to windows 10 throughout our local DC office and offsite offices. Other day-to-day troubleshooting within the migration project included proper setup configuration of all machines prior to bulk migrations, responsible for scheduling device collection and configuration of the user’s machine for individual migrations, providing first and second-level support for the upgraded Windows 10 machines in the DC office and traveling to their off-site offices, ensured all steps requiring detailed processes and procedures were validated for a successful upgrade of laptops and desktops on a daily basis were issue-free, troubleshooting any issues with machines immediately following the completed migration before returning machine to the user, properly collecting, documenting and transporting old windows 7 equipment to the desktop support team for proper recycle or disposal of devices.Office 365 Project (July 2019 – November 2019): Was a key player in the bulk project of upgrading all Hogan Lovells machines (laptops and desktops) from Office 2010 to Office 365 throughout our local DC office

Raleigh, North Carolina, Us

Job Site: Consumer Financial Protection Bureau, Washington DCDescription: Providing Tier I/II IT level troubleshooting services through phones, emails or personal visits for all employees and examiners (Federal, Contractors, VIPs) within in the Consumer Financial Protection Bureau.Responsibilities: Troubleshooting various issues with but not limited to MS Office 2010, 2016 programs (Outlook, Word, Excel, PowerPoint, Access, Lync). VPN access (connecting or within connection). Active Directory (account lockouts, account login, password reset). RSA Admin system (hard/soft tokens, temporary tokens account management). Laptop hardware (keyboard, mouse, monitor, wireless adapter). Laptop encryption (Guardian Edge). Various issues with network drives. Mobile devices (Blackberries, iPhone, Verizon and/or AT&T MiFi devices). Using MyMeetings admin account to create/edit/manage audio and visual conference bridges. Using the SCCM tool to provide remote troubleshooting for the various issues or to push software to machines. Using Remedyforce as our ticketing system. Management of Service Desk Remedy Queue. Coordinating with managed teams to effectively manage ticket responses and resolutions. Support complex ticket resolution in coordination with the senior staff. Work with the management team to create documentation of troubleshooting and incident resolution best practices and standard processes. Work with the Trainer to institutionalize best practices within the teams. Serve as the QA function to ensure tickets are satisfactorily resolved. Reporting systems outages, trending issues received via email or phone from users, escalated issues, etc. Coordinating Tier 1 work shift personnel and to ensure we are meeting contractual obligations to the client. Ensuring all 6 ACD phone lines are manned at all hours of the day. Training new incoming CFPB Service Desk technicians.

Vienna, Va, Us

Job Site: Consumer Financial Protection Bureau, Washington DCDescription: Providing Tier I/II IT level troubleshooting services through phones, emails or personal visits for all employees and examiners (Federal, Contractors, VIPs) within in the Consumer Financial Protection Bureau.Responsibilities: Troubleshooting various issues with but not limited to MS Office 2010, 2016 programs (Outlook, Word, Excel, PowerPoint, Access, MS Communicator, Lync). VPN access (connecting or within connection). Active Directory (account lockouts, account login, password reset). RSA Admin system (hard/soft tokens, temporary tokens account management). Laptop hardware (keyboard, mouse, monitor, wireless adapter). Laptop encryption (Symantec, Guardian Edge). Various issues with network drives. Mobile devices (Blackberries, iPhone, Verizon and/or AT&T MiFi devices). Using MyMeetings admin account to create/edit/manage audio and visual conference bridges. Using the SCCM tool to provide remote troubleshooting for the various issues or to push software to machines. Using Remedyforce as our ticketing system. Management of Service Desk Remedy Queue. Coordinating with managed teams to effectively manage ticket responses and resolutions. Support complex ticket resolution in coordination with the senior staff. Work with the management team to create documentation of troubleshooting and incident resolution best practices and standard processes. Work with the Trainer to institutionalize best practices within the teams. Serve as the QA function to ensure tickets are satisfactorily resolved. Reporting systems outages, trending issues received via email or phone from users, escalated issues, etc. Coordinating Tier 1 work shift personnel and to ensure we are meeting contractual obligations to the client. Ensuring all 6 ACD phone lines are manned at all hours of the day. Training new incoming CFPB Service Desk technicians.

Description: Providing Tier I/II IT level troubleshooting services through phones, emails or personal visits for all employees and examiners (federal, contractors, VIPs) within the Office of the Comptroller of the Currency department for Treasury.Responsibilities: Troubleshooting various issues with MS Office 2010 programs (Outlook, Word, Excel, PowerPoint, Access, MS Communicator). VPN access (connecting or within connection). Active Directory (account lockouts, password reset). RSA Admin system (hard token, temporary token, account management). Laptop hardware (keyboard, mouse, monitor, wireless connectivity). Various issues with network drives. Laptop encryption (BitLocker). Mobile devices (Blackberries). Desktop printer issues. Using the SCCM tool to provide remote troubleshooting for the various issues or to push software to machines.

Bowie, Maryland, Us

Job Site: Department of Treasury, Washington DCDescription: Providing Tier I/II IT level troubleshooting services through phones, emails or personal visits for all employees (federal, contractors, VIPs) within the Department of Treasury in Washington DC.Responsibilities: Troubleshooting various issues with MS Office 2010 programs (Outlook, Word, Excel, PowerPoint, Access, MS Communicator). VPN access (connecting or within connection). Active Directory (account lockouts, password reset, account login). RSA Admin system (hard token, temporary token, account management). Laptop hardware (keyboard, mouse, monitor, wireless connectivity). Various issues with network drives. Laptop encryption (Symantec, Guardian Edge). Mobile devices (Blackberries, Verizon MiFi devices). Desktop printer issues. Using the SCCM tool to provide remote troubleshooting for the various issues or to push software to machines.Consumer Financial Protection Bureau (CFPB) Technician Training Project (January 2013 – April 2013): Instrumental in teaching/mentoring all CFPB IT Analysts in following strict processes and procedures in performing Tier I/II IT level troubleshooting services via phones, emails or personal visits for CFPB employees. Training the team on how to use the necessary tools needed to perform their daily duties such as: Outlook, Remedy, Active Directory, SCCM, DORA, Laptop encryption system, RSA Security, and PDA’s.

Columbia, Md, Us

Job Site: Department of Treasury, Washington DCDescription: Providing Tier I/II IT level troubleshooting service through phones, emails or personal visits for all employees (federal, contractors, VIPs) within the Department of Treasury and Consumer Financial Protection Bureau (CFPB) in Washington DC.Responsibilities: Troubleshooting various issues with MS Office 2010 programs (Outlook, Word, Excel, PowerPoint, Access, MS communicator). VPN access (connecting or within connection). Active Directory (account creation, account deletion, account lockouts, password reset, account login). RSA Admin system (hard token, temporary token, account management). Laptop hardware (keyboard, mouse, monitor, wireless connectivity). Various issues with network drives. Laptop encryption (Safeboot, Symantec). Mobile devices (Blackberries, Verizon MiFi devices). Desktop printer issues. Using the SCCM tool to provide remote troubleshooting for the various issues or to push software to machines.

St Charles, Illinois, Us

Job Site: Rexel-Electrical Stores, Southern MDDescription: Traveled to various Rexel-Electrical Supplies retail stores in Southern MD to perform mini refresh of the store’s computer equipment.Responsibilities: Install, program and set-up new Rexel company computers (Dell OptiPlex GX960 machines). Imaged and migrated data from out-of-date computer systems to new Dell OptiPlex GX960 machines. Refreshed (upgraded, updated and re-programed) remaining used still-in-warranty computer systems. Install/set-up new electronic peripherals.