1. Dallas Nedwards
Washington DC, 20019
202-316-2971
Dallas.Nedwards@gmail.com
PROFILE SUMMARY
Skilled Help Desk professional providing PC, server and SharePoint technical support. Experience diagnosing,
troubleshooting and resolving client issues with hardware maintenance,installations and upgrades. An articulate, flexible
and personable communicator with excellent skills in client and vendor relations.
AREAS OFEXPERTISE
Patch/Security Management - Active Directory - Windows Server 2003/2008 - Microsoft Exchange - SnagIt 9.0 – Adobe
Acrobat Professional - SharePoint 2010 - Windows XP/Vista/7 - MS Office 2007/2010
IE7/8/9/10 – Google Chrome – Firefox Bomgar - LogMe In Remote – Win7 Migration
TCP/IP – Networking- Project Management – Vendor Management – Remedy – Office 365 - SCCM
Android Development – Spiceworks – Cabling – Application Support – Outlook Client & OWA – Lansweeper – Nessus –
MMC – Solarwinds – Symantec Backup Exec – Group Policy – DNS – DHCP – Security Compliance Manager --
EXPERIENCE
Computer Support Specialist (Pyramid Systems) – Fairfax VA Dec 2015-
Present
 Created standard security baseline.
 Fully proficient at LAN,WAN,and Wireless building, cable installation and testing.
 Extensive knowledge in Microsoft Windows Platforms
 Configuration and Managing of Servers and Workstations
 Troubleshoot various technical issues dealing with printers, network, and phone systems
 Extensive knowledge in Computer Hardware
 Worked with third party vendors to resolve issues with hardware or software covered by annual maintenance
agreements.
 Extensive knowledge in Symantec Backup Exec. Responsible for HQ office backups (Symantec backup Exec),
Troubleshoot backup failures.
 Successfully administered user accounts, Exchange mailboxes, and security and distribution
 Manages Windows network (users, computers, printers, etc.) with Active Directory
 Worked directly with HR dealing with New Hire Onboarding Process
 Functioned as a 'Help Desk' representative to answer various levels of information technology questions from
users
 Performing daily, weekly, monthly maintenance backups/restorative exercises (Backup Exec
 Ensured that anti-virus software and security patches are routinely updated and functioning.
 Provided Sys Admin Support as required to maintain user accounts,DNS,DHCP,WINS, etc. and maintaining
connectivity to the internet and VPN
 AD management and maintenance
 Updates,patching and software installations via group policies (GPO)
 Responsible for installing and updating of anti-virus
 Setting up of conference facilities (video and tele-conference),and providing technical support
 Installing and configuring new equipment and software on the network and for customers
 Assist in development, improvement and maintenance of imaging, deployment solution.
 Investigated new technologies, software,patches,and security packages,which will improve system performance
and systems administration procedures.
 Resolved complex technical issues that arose on client computer using troubleshooting
 Managed assets inventory
Senior Help Desk Technician Lv2 (WMATA) – Washington DC April 2015 – Dec 2015
 Experienced with diverse help desk roles

2.  Highly skilled in responding to tickets tracking, and following up to telephone, emails and end user requests for
support
 Track record of working with end users and providing Tier 1 & 2 support.
 Provide technical support to customers via telephone, email and through tickets.
 Analyze and troubleshoot software and hardware issues.
 Help customers identify and resolve issues pertaining to network configuration, web browser configuration and
domain registration.
 Sent tickets to appropriate departments utilizing ticket tracking system
 Solved minor workstation-related issues
 Phone and remote assistance technical support for a variety of issues
o Windows XP, Windows 7, Windows 8
o Networking
o Application support
 Verify with the customer that the issue has been resolved and update the ticketing system.
 Performs other duties or special projects as assigned.
 Experience using Remote Desktop or a related remote desktop control application to resolve issues on first
contact.
 Ability to acquire and maintain a working knowledge of a wide range of applications and systems.
 Extensive knowledge of Windows operating systems, Networking, Internet Explorer, MS Office products, Active
Directory, Exchange and Anti-virus software.
 Excellent technical skills with the ability to troubleshoot and resolve PC & Laptop issues relating to hardware,
software,security, and network.
 Ability to work independently and effectively as part of a team.
 Excellent customer service skills with the ability to communicate clearly with technical and non-technical users.
Application Support Specialist ( Cognosante) – Largo MD July 2014 – April 2015
● Web based technologies – XML, HTML and JavaScript
● Strong analytical thinking, problem solving, creativity
● Interpersonal skills and team-work ability
● Create custom training manuals and quick reference guides
● Time-management and timeline prediction
● Made effective and much appreciated suggestions for changes in the system applications, and gave expert
advice as to proper operation.
● Responsible for ensuring customer satisfaction by handling questions related to various systems via e-mail.
● Resolved customer email requests for assistance
● Arranged resolution of customer support issues that can't be resolved by first line support.
● Ensured all customer communications are professional, accurate,and timely.
● Resolved requests related to account issues, and some technical assistance.
● Used support applications (Remedy) for recording and tracking problem.
Tier 2 Desktop Support (Hope Project) – Washington DC January 2013 - May 2014
● Install software,modify and repair hardware and resolve technical issues
● Provide base level IT support to non-technical personnel within the business
● Display courtesy and strong interpersonal skills with all customer interactions
● Develop quick reference guides to assist end-users with challenging software application features
● Create and manage new user accounts on Windows Server 2003/2008/2008R2
● Manage Windows XP Professional, Windows Vista Business Windows 7 workstations
● Ensure that Remedy tickets are resolved and completed to the client’s satisfaction
● Active Directory – Account creation, Password resets,Group policies
● Develop client SharePoint Foundation 2010 sites and provide support as needed
● Apply solution by restoring broken or intermittent connections, adjusting software configuration install
patches,and reboot system

3. ● Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, fax
and desk side
● Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers
(local/network)
● Perform administrative tasks including account creation, password resets and granting access to drives, folders
and files in accordance to security guidelines
● Create and manage Network accounts to include granting access to secured file shares
● Manage bench IT inventory for Hope Project
● Provide configuration and SharePoint administration support for Hope Project
● Coordinate and support VTC/Audio conferences
● Provide training and support to Hope Project students and personal hardware,applications, and web base
applications
● Provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connection
● Update ticketing system to reflect work in progress or completed
EDUCATION
H.O.P.E. Project – Helpdesk Support Training Program Certificate
District of Columbia Community College - Computer Science
Bowie State University - Networking and Security
Friendship Collegiate Academy / Diploma - 2009
CERTIFICATION
CompTIA A+ (Verification Code: BCC1WPYBQHR1YV5Q )
CompTIA Network+ (Expected Dec 2015)
Achieve Global - Stellar Customer Service Certificate
Help Desk Institute (HDI) Bronze member