HERMAN EDWARDS

8682 Venoy Court

Alexandria,Va 22309
Cellphone #703 851-4176
Email: herman.edwards@rocketmail.com
Active Public trust clearance

SUMMARY
Highly skilled IT Support Engineer with extensive experience in providing advanced technical
support, desktop support, troubleshooting for complex IT issues, network administration, and
help desk management. Proven track record of implementing innovative solutions to drive
efficiency and enhance organizational performance. Skilled in project management, system
analysis, and IT strategy development. Strong ability to collaborate with cross-functional teams
and adapt to evolving technology landscapes.

EMPLOYMENT HISTORY

22nd Century Technologies-Jan 2024-July 2024/Temporary position-Technical Support

Provided technical support for 5,000 users,by making sure their PIV cards were working.
Deploying new hardware,such laptops,monitors,printers,scanners and printers.Checking
ServiceNow for new tickets and using Active Directory to add or delete users,and taking
Out the barcodes when a laptop had to be reimaged.Installed software,to include MS 365.
Azure,Intune were the most commonly used by users,at the National Archives,in College Park.
Provided support by moving hardware,changes to other hardware equipment according to
Tickets,in ServiceNow that were assigned to me.Assisted with mobile phones and would
Have the Mobile deployment technican step when the mobile phone was not working.
Used my Public trust clearance was working for the National Archives.Provided Bomgar
Support,remoting into users laptops,in order to assist them with IT issues while they were
Working at home or work travel.

OCTO,Washington,DC
August 2021-December 2023

Technical Support Specialist-Provided technical support to the District of

Columbia Public schools.Windows 10 and MacIntosh are the two systems
Used by DCPS.
Provide technical support for software installs and hardware.
Used Jamf pro while working for the DC government and working with the Office of the
Chief Technology office and installed and supported SaaS software also.
MS Office 365 and all the supporting software is used.This includes Azure,

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 One Note,One Drive,Word,Outlook,Excel,Flow,Bing and Powerpoint.
Setup new workstations,before reimaging laptops,making sure the users
Information has been backed up.Spoke with users,by phone,email and in person.

Red River Computer Company Inc,Reston,Va October 2020-November 2020.

Windows Systems Engineer
Provided Technical support for George Washington University Hospital
There was a Ransonware and Virus attck.I was hired,on a short term
Basis to provide reimaging,restoration and back-up support,for theie
Windows 10 system.Working with SCCM,all departments.of the
Hospital were affected.Also,provided technical to physical and virtual
Servers,who had lost some data due to the Ransomware and Virsus attack.
The contract was short term and this I was hired to help get them back
Online.Provided Deskside technical support,for users.Provided remote
Support,using remote tools,Bomgard and Windows remote desktop.

General Dynamics Information Technology January 2019-March 2020

Windows 10 Migration Technican

 Provided Windows 10 support for a deployment for the US Department of Education

 Image laptops computers,use SCCM to make sure all the Windows 10 desktop
software,is applied to every laptop that is imaged
 Used the Jamf pro and also Saas software while working at the Department of Education.
 Deploy laptops and provide installation of the new laptop and other peripherals
 Provided troubleshooting once the system has been deployed.
 Supported and installed Microsoft Itunes and ITSM.
 Provided technical support for end users
 Bomgard remote support and Deskside user support,on a daily basis.

Diversified US Inc /US Dept of Education, Washington, DC (contract)

Jul 2018 - Dec 2018
Systems Support Engineer
 Provided technical support to 6,000 end users in the headquarters office and to 11
regional Dept of Education offices, around the country
 Used SCCM to assist with a migration of laptops with another IT Team at the
headquarters.Provided installation of MS Office 365 and Powershell

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  Provided support for hardware, software applications, and systems support to include
upgrades and maintenance
 Installed and deployed software
 Supported Windows 8 and Outlook for email, supporting WebEx and VTC support, for
users to conduct meetings around the country
 Daily support for Audio-Visual events at 3 different offices in the DC area
 Provided technical support with Windows 8 issues, printer issues and provided Active
Directory support.Provided support and did troubleshooting for MS Itunes
 Provided support for Microsoft Itunes and ITSM.
 Provided Deskside technical support to end users.
 Provide remote technical support,using Bomgard and Windows remote desktop.

SC3 Inc, Alexandria VA (contract) Nov 2017 - Apr 2018

Desktop Engineer
 Provided desktop support to users, for hardware support and software installation.
Installed new Dell E7470 laptops and removed old E7450 Dell laptops from users, for
this deployment
 Provided Windows 10 support, working with a team of 5 other technicians
 Installed new Windows 10 image on Dell laptops using Image imaging software and
installed some applications manually including Office 365, & Cloud software packages.
 Installed MS Office 365 and Powershell
 Worked closely with Client Engineering team who managed the SCCM and created the
new Windows 10 image
 Used Microsoft Active Directory daily, adding and deleting computer names and also
adding Computer names to different Organization units (OU) and also using other Hybrid
groups within Active Director
 Used Footprints as a ticketing system and Remedy also, to track and document all
Windows 10 trouble tickets, on a daily basi
 Unlocked user accounts in Active Directory, gave out temporary passwords and setup
new workstations with Windows 10 laptops
 Used ServiceNow on a daily basis to track IT issues.Installed and used Sharepoint
database,on a daily basis.Provided support for Microsoft Itunes and ITSM.

Akal Global Inc, Espandla, NM (contract) Jun 2017 - Nov 2017

Sr. Desktop Support Engineer
 Senior Desktop Support Engineer-Managed 2 different offices in the DC metro area and
supported 400 users with Windows and some MAC users
 Installed new software new hardware setup inventory of hardware used Active Directory
to reset passwords put users in certain groups with Active Directory.Android phone
support and MS Office 365 and Powershell support
 Used Remedy & ServiceNow and Sworpoint call tracking databases to track document
tickets

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  Provided Security on the in-house servers and installed updated viruses protection for the
network for both offices
 Setup Apple iPhone and some Blackberry phones
 Used Skype & Zoom for mandatory on-line meetings with some users and with my
network team,4 times a week.Provided support for Microsoft ITunes and ITSM,on a
regular basis.Provided deskside technical support,to end users.
 Provided remote end user support,using Bomgard and Windows remote desktop.

Precision Technology Inc.-Dept of Education, Washington, DC (contract)

Feb 2017 - June 2017
MAC & Windows Desktop Support Engineer
 Mac & Windows Desktop Support Engineer-Supported 8,000 users in 3 different
buildings
 Installed MAC & Windows desktops and laptop daily
 Used Remedy and ServiceNow call tracking databases to track document & close trouble
tickets
 Setup new Blackberry phones and Apple iPhone
 Used SCCM as part of migration of the new management team in the Dept of Ed.
 Replaced old hardware and installed new hardware
 Performed Windows 10 migration for the new Secretary of Education
 Setup 50 new Dell & 35 MAC laptops with Windows 10 software for the new
administration
 Used ServiceNow daily to track IT Issues
 Provided Sharepoint support daily
 Provided BMC Remedy support,on a daily basis.
 Provided MS Office 365 and Powershell
 Support Android and Iphone support also
 Supported Mirocsoft Itunes and ITSM.
 Provided Technical support to end users.
 Provided remote deskside support,using Bomgard and Windows remote desktop.

Alta IT Services/CSRA Headquarters, Falls Church, VA (contract) Sep 2016 – Feb 2017
Desktop Support Technician
 Installed new hardware and software
 Used Active Directory to open new user accounts and used an EPO server to locate users
and install new software
 Related to CSRA mission, used Service Now as a ticketing system to track, document
and close tickets, daily
 Performed imaging of new laptops, using Ghost and setting new users workstations MS
Office 365,Android & Iphone support,along with Powershell
 Break/fix repair, configuration, upgrades, and installation services for desktop pc's,
laptops

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  IMAC support and install, configure and troubleshoot Windows 7
 Used Citrix receiver to assist users and insert new users into the network
 Provided Sharepoint support,by installing and troubleshooting issues
 Provided daily support of BMC Remedy and its database daily.
 Provided technical support to end users.
 Provided deskside user remote support,using Bomgard and Windows remote desktop
tools.

Latitude Inc./LCG Inc./NIH, Bethesda, MD (contract) Jul 2016 - Sept 2016

Desktop Support Technician
 Supported the group NIBBIB, assisting 500 users daily
 Provided SCCM support on new Windows 10 migration for National Institutes of Health
 Installed hardware, software, and had to check a daily calendar
 Provided Audio/Visual equipment setup. This include VPN access, overhead projectors,
camera setup and other equipment
 Used Service Now as a ticketing system to track, document, and close tickets as they
were being resolved
 Used Active Directory to place users to assigned groups
 Reimaged and put new images on laptops/desktops using Ghost and Casper
 Used Sharepoint database daily (installs/troubleshooting)
 Used ServiceNow daily to track all IT issues to include work orders and trouble tickets
 Citrix receiver was used to plug users into the network and ensure them access
 Provided some coding in ServiceNow database (ticketing)
 Provided BMC Remedy database support,on a daily basis
 Provided support for Microsoft ITunes and ITSM.
 Provided technical support for end users.
 Provided deskside user support,using Bomgard and Windows remote desktop.

GRSI Inc., Frederick, MD (contract) Nov 2015-Apr 2016

Tier 2 Desktop Support Technician
Provided Computer Specialist
 Provided Tier 2 support for all end-users
 Utilized & maintained REMEDY tracking system of Support end-user hardware
including workstations, printers, faxes, and copiers
 Worked with clients and customers (that is, any individuals who use or receive the
services or products that your work unit produces, including individuals who work in the
agency, other agencies, or organizations outside the Government) assessed their needs,
provided information or assistance, resolved their problems, or satisfied their
expectations; knowledge about available products and services; committed to providing
quality products and services
 Troubleshooting expert with the ability to diagnosed and found solutions for production
issues

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  Offered outstanding team leadership, behavioral management, and conflict resolution
skills
 Possessed well develop interpersonal skills, ability to motivate and direct others in a
supportive, cooperative team environment
 Installed, configured and troubleshoot Windows 7
 Possessed well developed interpersonal skills and the ability to motivate and direct others
in a supportive, cooperative team environment
 Generated and maintained records and reports, secured equipment and supplies, and
complied with all administrative policies and regulations
 Ensured the application of information security information assurance policies, principles
and practices in the delivery of all IT services
 Provided quarterly server maintenance on Email servers,for Outlook
 Installed and used Sharepoint database,on a day to basis
 IT support to users at the National Institutes of Health (NIH)
 Supported 1,000 users daily installing hardware and software and setup iPhones,
Blackberries, iPads and installed different types of software
 Used Service Now as my database to track, document & close tickets daily
 Worked on Windows computers, Macintosh computers and PC’s as well
 Break/fix repair, upgrade services for desktop pc's/laptops
 Provided BMC Remedy database support,on a daily basis
 Provided MS Office 365,Powershell and Android & Iphone support.
 Provided technical support to end users.
 Provided deskside remote support,using Bomgard and Windows remote desktop.

Applied Computing Technologies lnc., Springfield, VA Oct 2012 - Oct 2015

 Provided IT Support and asset management
 Used Jamf pro and Saas software while working at FEMA,during emergencies.
 Provided hardware and software troubleshooting for both Windows and Mac
 Worked with Remedy and ServiceNow ticketing systems for asset management
 Provided on-call support as needed

NCI Information Systems, Laurel, MD Feb 2010 – Aug 2012

IT Support Technician
 Provided IT Support to Defense Information Systems Agency as a member of the Base
Realignment Access Team
 Installed printers, scanners and computers
 Responsible for logistics support for all new equipment deliveries
 Utilized Remedy tracking system to log, track and research user trouble calls
 Performed checks on all new computer equipment to ensure proper functionality as well
as verifying asset tags, proper computer names and equipment location

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TekSystems,Inc Reston, VA (contract) Mar 2009 – Jan 2010
Technical Support Specialist
 Installed new hardware/software for Defense Logistics Agency 6,000 users
 Setup Blackberry devices and resolved some software problems pertaining to handheld
devices
 Utilized Remedy database to track and escalate customer issues to respective queues
 Troubleshooting expert with the ability to diagnose and find solutions for production
issues.Installed and used Sharepoint database,daily.
 ServiceNow was used to order parts and complete any type of work order for IT work
 Offered outstanding team leadership, behavioral management, and conflict resolution
skills.Provided routine maintenance on physical servers
 Exceptionally organized and disciplined; possess well developed interpersonal skills and
the ability to motivate and direct others in a supportive, cooperative team environment
 Generated and maintain records and reports, secure equipment and supplies, and comply
with all administrative policies and regulations.
 Coordinated requests for system enhancements, reviewing, and approving all associated
system documentation
 Coordinated the testing and acceptance of new technology, and ensuring that system
updates are successfully implemented
 Provided technical support for end users.
 Provided deskside remote user support,using Bomgard and Windows remote desktop.

EDUCATION & CERTIFICATIONS

 A+ certified
 Network+ certified
 University of Maryland Global Campus
 2.5 years at University of Maryland Global Campus
 Strayer University, IT Certificate,1 year attended
ICTS Technical School,Alexandria,Va
US Army Communications School,Augusta,Ga