Tech support
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Tech support

Marc J. VanOpdorp
1704 Lake Shore Crest Drive, #36 • Reston, VA 20190
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Objective:

A position in Network Administration, Desktop Support, Application Support, or Help Desk Support where my extensive expertise in these areas will enable me to improve efficiency, uptime, and performance.

Summary:

Highly experienced technical support professional with a strong background in Microsoft products, PCs, servers, Windows, printers, email, and network systems. Tier I/II/III technical services specialist, systems engineer, and network administrator with the proven ability to reduce downtimes, resolve complex issues, and communicate effectively with customers and end users. Skilled at utilizing VPN, Remote Desktop, and WiFi tools to provide remote support. Certified Computer Network Administrator and CompTIA Network+ certified.

Technical Skills:

Software: MS Office, Office365, Adobe Creative Cloud Suite, Active Directory, Zoom, Teams, ShareFile, eFax, AnyConnect, Ninite Pro, Ghost, Service Desk Manager, SharePoint, SQL Server, NetBotz, Epic, Track-IT, Remedy, Jira, LogMeIn Rescue, DameWare, MS Share Desktop, Remote Desktop Connection, Virtual Server, Virtual PC, anti-virus tools, anti-spam tools

Networking: TCP/IP, LAN, WAN, DNS, DHCP, VoIP, VPN, WINS

Hardware: PCs, laptops, peripherals, servers, mobile devices (iPad, iPhone, Android, Blackberry)

Platforms: Windows 7-10, Windows Server NT-2016

Professional Experience:

The Judge Group, Vienna, VA, 10/2018 – 8/2019
Helpdesk Specialist at Folio Investing (contractor)
Provided Tier I + II technical support for Windows, MS Office 2016/2007, Office365, Zimbra, ShareFile, Dell printers, Adobe Creative Cloud, Active Directory, LAN, mobile devices, and VPN.
Responded to phone and email inquiries and Jira trouble tickets, supporting 200 users nationwide.
Assisted with the installation and configuration of video conferencing by HipChat and transition to Teams.
Set up new staff accounts on Active Directory/Outlook, Office 365, Dell Data Security or Bitlocker, Sophos Anti-Virus, Cisco Umbrella and Global Relay archive using Kace for Window7 image installations.

Selected Accomplishments:
Participated in transition migration to Windows 10, Office365/Outlook and Teams applications as the new company standard.

AHT Insurance, Leesburg, VA, 05/2013 – 07/2018
IT Tech
Provided Tier I + II technical support for Windows, MS Office 2016/2013/2010, Office365, Zoom, Epic, ShareFile, eFax, ShoreTEl, printers, Adobe Creative Cloud, Active Directory, LAN, mobile devices, and VPN.
Responded to phone and email inquiries and trouble tickets, supporting 200 users nationwide.
Assisted with the installation and configuration of video conferencing, Zoom, and Skype.
Set up and monitored networks, carried out multifactor authentication, tracked customer issues, and performed remote access to assist end users with PC, laptop, and server issues.
Participated in multiple migration and upgrade projects, including cloud-based email and Office365.

Marc J. VanOpdorp • Page 2

Selected Accomplishments:
Met or exceeded all performance goals, including first-call resolutions and call response times.
Promoted from a temp/consultant role to full time based on superior performance.

Robert Half Technology, McLean, VA, 12/2012 – 04/2013
Help Desk Support (contractor)
Carried out technical services and support for hundreds of end users for clients of this staffing company.
Responsible for supporting Windows, MS Office, PCs, laptops, email, Adobe Suite, and more.

Selected Accomplishments:
Performed PC imaging, file synchronization, password resets, print server management, and software/operating system support for Potomac School and Hilton International corporate headquarters.
Completed an email migration for 30 employees at Helios HR.
Led computer support and anti-virus administration for 60 persons at National Recreation & Part Association.

7Delta, Columbia, MD, 03/2012 – 10/2012
IT Specialist, Dept. of Veterans Affairs (contractor)
Delivered remote Tier 1 support for the central office of Veterans Affairs. Initiated and processed as many as several hundred trouble tickets per day. Responded to email and phone help requests.
Communicated extensively with support teams at various locations. Operated in a 24x7 environment.
Served as first point of contact for the Secretary of Veterans Affairs and other VIPs.
Supported Windows, MS Office, VPN, and various desktop applications.

CompuGain, Herndon, VA, 11/2011 – 02/2012
Tech Engineer II, Fannie Mae (contractor)
Investigated and resolved issues. Carried out production support for 8 applications at this major lending institution. Verified SQL jobs and Windows schedule items completed.
Entered application and server incident, maintenance, and change management request tickets in Remedy.

Advanced Digital Systems (ADS), Fairfax, VA, 05/2010 – 10/2011
System Engineer, WMATA (contractor)
Provided Tier II and Tier III support for the Washington Metropolitan Area Transit Authority (WMATA) and its proprietary applications. Supported several hundred end users at locations in 3 states.
Participated in special projects, including migration from Novell to Active Director. Retired Novell from PCs, configured printers, and performed mapping.
Improved efficiency and quality of work by training new contractors.
Completed a critical Novell to Outlook migration project that had previously stalled.
Key member of a team that performed hardware upgrades and replacements at multiple locations.

CAREER NOTES: Previously held the positions of System Engineer at Telarix and (contractor) at Lockheed Martin and Help Desk Tier I/II (contractor) at the Department of Energy. Details available on request.

Education:
Network Security Degree, Strayer University
BS in Criminology, University of Tampa
AS in Computer Information Systems, Finger Lakes Community College

Certifications:
CompTIA Network+ and Certified Computer Network Administrator