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Click here or scroll down to respond to this candidateCandidate's Name
Cell Phone: PHONE NUMBER AVAILABLE E-mail: EMAIL AVAILABLEExperienced IT professional with ability to analyze, troubleshoot and maintain both software and hardware components as well as office productivity applications. Highly focused and results orientated in supporting complex deadline driven operations, able to identify goals and priorities and resolve issues in initial stages. RELEVANT COURSEWORKCisco cert Network Assoc Programming JAVA/C++/ Python Foundation of Computing Operating Systems Cisco Cert Network Assoc CCNA Data Structures Computer Computer Networks Intro to Programming & Logic Wireless Technology Database Systems Design Hardware/Software Support Web Page Dev & HTML Adv Object-Oriented Programing Software Engineering Computer Science I & II EDUCATIONBS in Computer Science, Online Classes, Graduating in May, 2024 Associate Degree in Computer Science, May, 2021University of the District of Columbia, Washington, DC AAS with Honors, May 2021 GPA 3.7EXPERIENCEService Desk agent at FDIC Headquarters (DMI) 12-2023 Virginia Square, L. William Seidman Center - Arlington, VA Provide excellent customer service for internal/external users directly via AVAYA software phone and Outlook email or MS teams.Walk customers through problem solving process by Remote into their laptop using Bomgar; Follow up with customers, provide feedback and see problems through to resolution; Utilize excellent customer. Talking to clients through basic problem-solving processes. Installing and upgrading hardware and software systems. Documenting processes on ServiceNow ticketing system and maintaining service desk records. Making recommendations to optimize IT performance and to prevent future problems. Properly escalate unresolved queries to the next level of support; Track, route and redirect problems to correct resources; Update customer data and produce.Randstad contractor - ManTech (Google workspace project) Tier1 Customer support 10-2023 to 12-2023 (Two-month contract), Herndon, VAProviding end-user tech support via help desk channels zoom email slack OKTA User account management account Logs, status, or password resets... Updating users on the status of their incident or service request Logging urgent incidents and checking for major incidents Ordering new hardware equipment for userTroubleshooting and technical support experienceContact Customers Via Gmailescalated to the next tier of support If the issue requires a particular skill set. Worldwide Tech-Services LLC, (Northrop Grumman)Customer Service Engineering,07- 2022 to 05-2023,Beltsville, MDCreated support service tickets using ServiceNow ticketing system and web-based ticketing systems to track and deliver support services.Resolved Windows10 OS computer hardware and software issues VPN troubleshooting, installations, driver updates, Office 365, and other operating systems issues. Provided Dell / HP PC support to resolve client issues, as well as mobile support. Provided IT support services, walking clients politely through technical issues. Managed troubleshooting and supporting Xerox and Konica Minolta printers. Quickly solved 20+tickets customer issues daily with 95% success. Installed services and upgrade over 300 Windows10 OS computers. Import/Export customer data, encrypt and decrypt data.Imaging and reimaging laptops and desktops.Worked with Active Directory and SCCM to reset passwords and remote in to resolve customer issues. Interfaces with vendors to resolve system configurations, problems, and troubleshooting. Used remote software to solve and troubleshoot issues when applicable. Virginia Tech University CCI,Cybersecurity Research 5G NextG,01-2021 To 06-2022,Arlington, VAInstall, configure, and maintain Linux-based servers, including web servers, application servers, and database servers.Monitor system performance and troubleshoot issues. Manage user accounts, permissions, and security settings.. Responsible for research, data collection, and analyzing and presenting complex data visually in a meaningful way. Participate on the cyber security bootcamp for student from other universities. Install and configure software application such as SRS, Acumos, Kafka. Built up testbed XG with USRPs and set it up static IP address. Developing and designing new website for XG team project HTML / CSS backend- frontend. Give updates to the manager on weekly meeting on the project progress. SOFT SKILLS & HARD SKILLSCustomer service Problem-solving Leadership Teamwork Strong communication skillsWindows 10 OSMicrosoft 365Imaging/re-imagingServiceNow PortalHP/Dell certifications Break/FixGlobal protect - VPNAppgate SDP - VPNCisco AnyConnect - VPNBomgar representative consoleActive DirectoryBitLockerDNS/DHCPReflection Desktop softwareRSA/OKTA/Microsoft(Authentication)iPhone/androidLinux/UbuntuRaspberry piLANGUAGESEnglish, Arabic, French |
