Levar Burton Email & Phone Number

Walter Reed National Military Medical Center- Bethesda, Md

 Monitors and trains new employees Manages 2 Help Desk locations within the base along with the National Intrepid Center of Excellence (NICoE) and the Capital Medicine (CapMed) Joint Task Force Installment Manages staff of 50 IT Personnel (Tiers 1-3) and creates schedules for daily, weekly and monthly work tasks and duties for all staff Involved in hardware Deployment planning and management Directly involved in the transition of domain and IP space from Navy and Army Medicine to the Joint Medicine domain Responds to escalated incidents from tickets or phone inquiries for VIP staff Provides technical support for a customer base of 15,000 users Creates, deletes and modifies accounts, computers and laptops in Active Directory Works directly with Chief Information Officer and Chief Operating Officer of the Information Technology Department  Implements and enforces policies and procedures  Produces weekly status reports outlining accomplishments and pending special projects; and author procedures and guidance to address process improvement for special projects which keep customers 100 percent aware of issues and modifications that could keep the flow of the projects on time Images and configures desktops, VPN’s and stand alone Laptops Assigns tickets to other IT department personnel and technical staff Configures email accounts, calendars and contacts on to Blackberry devices Creates and configures network and direct connect printer cues Collaborates with other departments and technical staff to resolve issues

Fort Lee, Va

 Established trouble ticket system which improved work order organization and section work output by 25%. Oversaw all daily operations and functions of a high volume Desktop Support/Help desk section with a customer base of 600+ users Added and terminated users Assigned rights and privileges for users Reset passwords for users Directly involved in the successful deployment of the Windows 7 migration of over 500 laptops, 1,000 desktops and 100 VPN systems Performed system backups and restores  Monitored and compiled weekly information and reported to senior management Planned and lead training sessions for end users and new automation representatives Experience in supporting, implementing and administering networks such as Microsoft Windows Active Directory Compiles and maintains monthly reports of end user documents and training certification status Processed over 750 user Email accounts which improved the organizations production by 33%.  Monitors bi weekly IAVA scan list resulting in continuous operability on local and wireless area networks Monthly written and verbal evaluations for an assigned staff Accountable for over $1,000,000 of computers and computer related equipment Upgrades, installs and troubleshoots networks, networking hardware and software Resolved client issues with hardware maintenance, installations and upgrades Tracked progress of special projects Maintains help desk tickets/ resolutions as well as equipment inventory Recommends and schedules repairs to the LAN/WAN Issues internal and external written notifications in association with customers’ accounts

Fort Hood, Tx

 Troubleshot, diagnosed and corrected internet connectivity and computer issues via phone and in person Utilized Remedy ticketing system to complete work orders  Assisted customers with setting up, configuring and installing LAN/WAN, Windows 98/XP/Vista Supported the day to day delivery of IT products and services Effectively handled final call resolutions with minimum to no escalation Downloaded and installed USB and Ethernet drivers for internet connectivity Assisted in performing upgrades and system patching Maintains inventory of equipment and parts as well as documentation of vendor activities Experience in diagnosing and troubleshooting Windows systems Performed preventative as well as routine maintenance of computer systems Identified, repaired or replaced computer equipment Configured network printers, digital senders and fax machines Hands on interaction with several models of laptops, desktops, tough books and stand alone systems Located and gathered user and computer related information in order to create spreadsheets for tracking