IAN M.

AULD

Summary of Skills
Loyal, dependable, and committed IT professional with recent A+ certification experience in help desk along
with years of experience in maintaining and troubleshooting home network and upgrading knowledge and skills
with the latest software and hardware.

Computer Skills
 Ticketing Applications: Remedy, OneStop, ShareWell, SharePoint
 Operating Systems: Windows XP/Vista/7/8/10 with migrations
 Certificate of Completion:         MCITP (Windows 7 migration), Windows Server 2008
 Application software: Microsoft Office Suite Professional, Remedy, Cisco Jabber
 Network and Internet software: Active Directory, SCCM on ndsapps, WebEx, Skype, Google
Chrome, Microsoft Internet Explorer
 Hardware Memory, laptops, hard drives, video cards, network cards
 Operate home network Dell Dimension E510 computer with Verizon FIOS router and Canon PIXMA
MX712 printer operating Windows 7 OS with resolving printer, software, hardware, and network
connectivity problems and OS migrations.

Work Experience

Contractor Apex Systems 4870 Sadler Road, Suite 200 Glen Allen, VA 23060
12/2019 to 2/2020
Advanced Technician contract with Dell & CareFirst
• Successfully migrated and reimaged Lenvolo Thinkpads, HP Z books, & Dell desktops to Windows 10
physically or remotely downloading VMWare Horizon Client, Lenvolo 5.0 software update, MS Office 365 &
2016 Professional, Google Chrome, and Palo VPN GlobalProtect along with installing igels on older Dell
desktops.
• Successfully used Active Directory to place laptops & desktops in the correct group for users.
• Successfully provided phone support by answering help desk tickets on OneStop to troubleshoot and
resolve Problems in person or remotely.

Contractor Centillion Z 242 Old New Brunswick Road, Suite 457, Piscataway, NJ 08854
1/2019 to 9/2019
Field Technician contract with the Baltimore County Public Schools
• Successfully created and answered help desk tickets using for repairing HP Revolve 810 G3 laptops, HP
ProBook x360 11 G2 EE Notebooks, and Dell desktops, remote controlled laptops to install software, installed
printers, reimaged & deployed laptops, transported equipment and parts to repair location, rewired Acer carts
with Chromebooks, spot checked Chromebooks, and set up projectors with ELMO and port replicators.

Contractor vTech Solutions 1100 H Street, NW, Suite 450 Washington, DC 20005-5479
12/2018 to 1/2019
Desktop Support contract with DC Forensic Sciences
• Successfully answered helpdesk tickets to upgrade software, apply fixes on Microsoft Office and Outlook,
deployed monitors and desktops, and created inventory with the latest Dell desktops and monitors.

Contractor Perspecta 15052 Conference Center Dr., Chantilly, VA 20151

3/2018 to 11/2018
Field Technician contract with 22nd Century Technologies and United Stated Patents and Trademarks
Organization with Public Trust clearance.
• Successfully answered and created help desk tickets using Remedy and Sharepoint for TADD that involved
setting up workstations on HATs, Veridesks, and desks, performing break fixes on equipment, and moving
equipment within offices and to the storage area for surplus after scanning them on the iPhone with a mobile
application.
Contractor Hays 4300 West Cypress Street Suite 900 Tampa, FL 33607
12/2017 to 3/2018
Probationary Field Technician contract with 22nd Century Technologies and United Stated Patents and
Trademarks Organization with Public Trust clearance.
• Successfully answered and created help desk tickets using Remedy and SharePoint for TADD ticketing
system for setting up workstations on HATs, moving non-workstations within offices and to an area for surplus,
doing break fixes on equipment, scanning equipment with an application on the iPhone, and picking up HP
printers, HP monitors, and HP laptops to be delivered to another area for surplus.

Contractor Teksystems 999 Corporate Blvd. Suite 200 Linthicum, Maryland

11/2017 to 12/2017
Desktop Support contract with AstraZeneca
•  Successfully migrated Lenovo ThinkPad, Microsoft Surface, Apple iPad, and Apple laptops to a Windows 10
image. Backed up data from the laptop to server, went into BIOS to enable Security Boot, used diskpart to
clean disk before imaging the laptop, used ATOS to download software from Software Center unless it was
done manually with accessing software from the server, pinned Google, Internet Explorer, WebEx,Skype, &
Outlook to Taskbar before accessing the cloud, synching with Box, & downloading saved data from server, and
finished the l laptop with downloading printers & accessing the cloud to finish the migration.

Contractor NTT DATA Services Federal, LLC 1660 International Drive, McLean, VA 22102
1/2017 to 10/2017
Desktop Technician contract with ActioNet and Department of Transportation (DoT) with Public Trust
clearance.

• Successfully answered help desk tickets through Remedy that involved delivering and setting up
workstations, picking up excess, vacant, and out-processed equipment, configuring WebEx and Skype, and
moving electronic equipment among cubicles and offices.
• Successfully electronically wiping and storing Dell laptops and desktops.
• Successfully using Active Directory to name and place laptops on the network with setting permissions.

Contractor Prime Technical Services Inc.3495 Piedmont Rd NE, Atlanta, GA 30305

11/2015 to 10/2016
Desktop Support Technician contract with Lockheed Martin and Department of Health and Human
Services (HHS) with Public Trust clearance.

•  Successfully answered help desk tickets for AHRQ and SAMHSA through Remedy that involved break fixes
of Dell laptops, HP EliteBook laptops and Cisco 7841 and 7381 phones, installing and upgrading software,
installing network print drivers for Canon, HP, and Lexmark printers, moving computer hardware to other
cubicles and to Asset Management at Parklawn location, and troubleshooting hardware, software problems,
and telephone problems.
•   Successfully helped with the post move of the 6th to 18th floor of the Parklawn location by installing and
provisioning Cisco 7841 and 7381 phones, creating printer migration forms for the network printers, and
answered help desk tickets.
•   Successfully performing computer refreshes and data transfers with reimaging Dell 7250 and 7450 laptops
on a Windows 10 migration, picking up computer hardware, taking information from hard drives to transfer to
external flash drives, installing requested software including configuring WebEx and Skype, taking screen
shots of data files, printers, drives, Outlook data files and signatures, and software keys, and taking out hard
drives from old laptops for storage.

Contractor Adnet 757 Frederick Rd #102, Catonsville, MD 21228

8/2015 to 11/2015
Help Desk Technician contract with Key Concepts and the US Census Suitland location.

•  Successfully moved hardware from one cubicle to another at a rapid pace by unplugging power and cables,
placing hardware on the cart to transport to another location, reassembling hardware with connecting network
and power, and testing the hardware to make sure that everything was powered and working properly.
Contractor Insight Global 800 LaSalle Avenue, Suite 2200 Minneapolis, MN 55402
5/2015 – 7/2015
Help Desk Runner contract with Optum and United Health Group at their Camden Yards office in
Baltimore, MD

•  Successfully migrated Windows 7 and deployed new HP 840 EliteBooks and zBooks and refurbished HP
8470 EliteBook and Dell e6410 and e6420 laptops and docking stations with connecting monitors, networks,
printers from the client’s website, keyboards, and mice at each user’s workspace. Also, troubleshooting
TCP/IP & DNS to make sure that it was connected to the network with the correct domain from the server.
•  Successfully PXE booted HP 8470 and 840 EliteBook and Dell e6410 and e6420 laptops for reuse.
•  Used Cisco Jabber, WebEx, and Microsoft Outlook to communicate with the remote team leads and
coworkers.
•  Took inventory of laptops for reuse.

Contractor Randstad 120 East Baltimore Street Suite 2220 Baltimore, Maryland 21202
12/2014 – 1/2015 
Consumer Support Center Representative (contract with Maximus with Consumer Support Center certification)
•  Successfully assisted consumers by answering phone calls using Cisco IP Phone, accessing and creating
tickets and contact information using Oracle Right Now CX Cloud Service, Remedy, and Cisco Finesse, and
filling out online applications at www.marylandhealthconnection.gov.

Contractor Cyber Core Technologies 6605 Business Parkway Elkridge, MD 21075

11/2013 – 11/2014
Information Services (UMMS contract) and Quality Assurance Tech (HHS contract with Public Trust)

•  Successfully deployed computer hardware (HP Elite & LA monitors, various laptops & desktops, HP thin
clients, HP M601 printers, printer trays, tethered & Bluetooth scanners, and WoWs) to different departments at
a rapid pace from reading floor plans & memory.
•  Successfully performed quality assurance and help desk duties on Windows 7& 8 migration for users.
•  Correctly assembled workstations with partial dictation and wall mounts at a rapid pace.
•  Used Remedy to create and answered help desk tickets with providing desk side support.
•  Maintained inventory of computer hardware and equipment.
•  Imaged and migrated Windows 7 on laptops and desktops brought by the employee or picked up from their
work area.
•  Provided desk side support with mapping network drives, setting up VoIP, adding missing PST files on
Microsoft Outlook, downloading drivers for printers, scanners, and label makers, transferring missing files and
docs from old hard drives to their computer, installing hardware and software, and replacing old/broken
docking stations, monitors, keyboards, and mice with new ones.

Tier 2 Help Desk

Kelly IT Services 950 Herndon Pkwy Suite 150 Herndon, VA 20170 10/2013 – 11/2013
•  Successfully worked the call center and help desk to answer calls from healthcare insurance agents about
Affordable Care Act.
•  Created and updated tickets using Remedy and writing letters using Microsoft Office 2007.

Senior Image Data Conversion    Manpower 55 Market Pl #3 Baltimore, MD 21202

9/2011 – 9/2013
•  Successfully took pictures of docs from National Archives to meet their weekly quota for them to make a
profit With keeping client in business and resolved printer and network connectivity problems.

Enumerator US Census Bureau DC West Office 25th St., N.W. Washington, DC 20037 4/2010
– 6/2010
• Successfully assessed quality control levels on selected addresses, determined which samples passed
or failed, and maintained records for quality control verification.
Imaging Technician Quality Associates Inc. 8161 Maple Lawn Blvd, Suite 200, Fulton, MD 20759
1/2003-3/2010
• Successfully worked with and maintained the client for 5 years.
•          Provided desk side support with troubleshooting computers and the network from using previous work
experiences as LAN Administrator and Help Desk Specialist from Raytheon Systems Company, ASI
and Seta Corporation (1998 to 2000).
•          Upgrade software, migrated Windows 7, replace video, network, and sound cards, fix my own
computer, and
•          Resolved user account, email, printer, software and network connectivity problems when the Network
Administrator was not available.

Education
Bachelors of Science in Electrical Engineering from Howard University, Washington, DC
• Dean’s Honor Roll