Michael Lowhorn Email & Phone Number

Fairfax County, Virginia, United States

Provides Tier 2 IT support for 100+ users in the County Health Department and other agencies as requested, both in-person and remotely. Installs, tests, troubleshoots, and maintains workstations, desktops, laptops, tablets, and related software, performing root cause analysis, problem diagnostics, testing, and resolution. Provides support for County public domain computers at the Health Department, City of Fairfax Regional Library, and Law Library. Provides initial troubleshooting of printer issues. Maintains user access to the network and assists users with Internet connectivity. Assists with same-site computer hardware relocations. Images PCs and installs appropriate software. Utilizes service desk ticketing system to record and track issue resolution progress and escalates to Tier 3 support when necessary. Participates in the testing and evaluation of new technology. Consults with and/or trains peers, IT technical staff, and end-users as needed.

Herndon, Va

Provided sole Tier 2 IT support for 100+ user office (Windows 7/Windows 10 enterprise environment) and backup Tier 2 support for additional locations across Southeast U.S. region, both remotely and on-site. Installed, tested, troubleshot, and maintained workstations, desktops, laptops, and telephony systems. Imaged PCs and installed software using SCCM. Utilized service desk ticketing system to record and track issue resolution progress. Created technical documentation on issue resolution procedures. Delivered nationwide after-hours on-call IT support for senior corporate staff on rotating basis. Troubleshot LAN issues and assisted in installation of servers, switches, and associated hardware. Coordinated hardware/software procurement for Herndon personnel. (Position eliminated due to IT reorganization/outsourcing.)• Maintained maximum client productivity while meeting / exceeding performance metrics by troubleshooting and repairing time-sensitive and long-term software and hardware issues. • Ensured timely and complete issue resolution by providing guidance and direction for service issues escalated to Tier 3 support or referred to outside vendors.• Earned selection as IT coordinator for 3 office moves, providing overall direction for workstation and peripheral relocations and setups to ensure uninterrupted workflow for 300 employees.• Provided on-site, after-hours support for domain migration at 3 offices, minimizing downtime for 85 employees.

Herndon, Va

Provided LAN/WAN and Tier 2 IT support for 150+ user multi-server LAN, remote 40+ user multi-server LAN, and additional off-site locations across Southeast U.S. region as needed. Installed, troubleshot, and maintained workstations, desktops, laptops, and related software in a Windows enterprise environment (3.1 / NT / XP Pro / 7). Monitored print server, printer queues, and all printers and scanners. Monitored all server backups at the Herndon and DC offices. Performed troubleshooting and maintained telephone PBX systems, mobile devices, and related software. Interviewed, trained, and provided on-site guidance for contractor. Wrote standard operating procedures for various IT tasks. Coordinated hardware/software procurement for Herndon personnel.• Contributed to design, setup, and maintenance of Windows NT / 2000 / 2003 / 2008 networks and network switches, including one classified network, ensuring corporate technology standards were met by established deadlines.• Performed after-hours server and network switch upgrades at 5 major Southeast office locations, minimizing downtime for 500+ employees.• Saved $2M in potential remediation costs by assisting in creation, testing, and deployment of complete Y2K patch solution for U.S. and overseas offices. • Coordinated testing in Southeast offices prior to Expenditure-to-Cash (E2C) system rollout, provided setup guidance, and served as point-of-contact for rollout issues, ensuring smooth transition to new travel expenditure reporting system.• Conducted group training sessions for company personnel on IT-related topics, earning commendation by attendees for presenting topics in professional yet easy-to-understand manner.

Hampton, Va

Served as sole network administrator for a 50+ user Novell 3.12/4.1 LAN under the Deputy Chief of Staff for Information Services at Ft. Monroe. Troubleshot and resolved LAN-related hardware/software issues. Installed hardware and software in client workstations and assisted users with proper operation. Established and maintained user access to the network and assisted users with Internet connectivity. Performed fact-finding for potential software, hardware, and maintenance purchases. Conducted individual training sessions on the use of Microsoft Exchange client software.

Yorktown, Va

Provided IT support in a team setting for a 100+ user LAN/WAN at the Naval Mine Warfare Engineering Activity/Yorktown Naval Weapons Station. Installed, repaired, and maintained a variety of PCs, terminals, and associated system peripherals. Installed associated software. Instructed users on proper software and hardware operations. Installed cables and interface cards for an Ethernet LAN and assisted with network operation. Established and maintained SLIP connectivity for Internet access. Maintained telecommunications links. Supervised one technician.

Yorktown, Va

Provided IT support in a team setting for a 100+ user LAN/WAN at the Naval Mine Warfare Engineering Activity/Yorktown Naval Weapons Station. Installed, repaired, and maintained a variety of PCs, terminals, and associated system peripherals. Installed associated software. Maintained telecommunications links. (Company no longer in business.)

Hampton, Va

Provided IT support in a team setting for NASA Langley Research Center. Repaired and maintained mid-sized and personal computers and terminals. Repaired associated system peripherals, including printers. Installed associated software. Wrote and filmed training videos for co-workers. (Worked as part of Wyle Laboratories, Inc.)