WRIGHT SELEMANI

Olney, MD *****

ad24jx@r.postjobfree.com

240-***-****

WORK EXPERIENCE

Desktop Support Technical Lead

National Institute of Mental Health / NIMH

Bethesda, MD

November 2021- Present

• Managing and planning the implementation of laptops, Applications and networking to support business operations.

• Directly responsible for lead technical support – maintenance, escalation and troubleshooting of technical incidents of all VIP personnel

• Managing the SCCM console, OS Updates, devices inventory and software management

• Managing information security aspects and group policy for the organization.

• Troubleshoot network, Wi-Fi, server, remote desktop, and VPN issues for support

• Maintain Active Directory, Absolute Console for all devices and Users

• Maintained all IOS Devices through JAMF

• Assist in identifying process improvement opportunities and challenges and communicating them to immediate supervisor for planning and action.

• Management and assignment of service tickets/requests in Service now Update, service management and asset management systems.

• Supervises the development of support for desktop technology and systems and create the appropriate documentation.

• Supervises deployments of all system refreshes and testing with documentation of all phases

• Oversees the management of desktop projects assigned from preparing project schedules and estimates through final implementation.

• Provides service support for all computer applications, telecommunications, networks, and connectivity to Customers.

Senior IT Specialist

National Institute of Health / NIA

Bethesda, MD

August 2020 – November 2021

• Coordinating Hybrid meetings with MS Teams, Zoom, WebEx and Platform 10

• Conducting server backups based on established timelines

• Creating and Maintain group policies (win server 2019)

• Perform server related regular operational tasks on the infrastructure across the team’s managed locations

• Performs regular system maintenance, hardware, and software upgrades, physical to virtual migrations and performance tuning

• Establish/manage remote access for users through RDP connections (Bomgar)

• Mobile Iron management for User and Device Enrollment (MDM)

• Coordinate user training on new collaborations tools and various software’s purchased for federal use Desktop Technician Lead

National Institute of Health / NCI

Bethesda, MD

January 2018 to August 2020

Coordinating Desktop, Laptop and Mac-book deployments

Configuring Mac-books (Mac OS Mojave and Catalina) and Windows 8 and 10 OS with MDT and JAMF

Managing tickets in ServiceNow (Meeting all SLAs)

Remote Assisting and troubleshooting (BOMGER)

Creating, implementing, and managing Group policies in AD for TRP Deployment and O365

Managing a team of IT Deployment technicians who will perform all aspects of the customer deployment process including but not limited to imaging, desktop migration, and legacy desktop removal

Ensure processes and procedures are followed by those involved in deployment activities regarding imaging, prepping, deploying, asset retrieval, data wiping and asset returns.

Working closely with Engineering platform and security teams to ensure that images are accurate and complete, including all software/ configured properly

Ensuring deployment inventory is properly tracked and documented in ServiceNow (IT Asset and Ticketing Management System)

Managing Bit locker console for TRP deployments and File Vaults for Mac Users

Managed (IBM) BigFix Console

I T Help Desk Support

Evidera / PPD

Bethesda, MD

August 2017 to January 2018

Worked with Enterprise PC operating systems, Deployments/ Migrations and Hardware refreshes, computer imaging using SCCM

Trouble shooting windows 7, 8 and 10 and dependent applications

Migrated End users to Win OS 7, Outlook Files, Documents

Extensive knowledge on using Cherwell Service management and Service Now (Ticket System)

Managed and maintained application on Citrix

Tracked all Software and hardware Inventory on SCCM

Imaged and reimaged laptops using Ghost and Smart Deploy Enterprise I T Technician

LOWES

Fort Wayne, IN

November 2016 to May 2017

Served as the first point of contact for stores employees seeking technical assistance over the phone or email

Performed remote troubleshooting through diagnostic techniques and pertinent questions

Directed unresolved issues to the next level of support personnel

Manually serviced POS's and Sig caps

Maintained and serviced the Cyber ex System

Creating accounts and configure hardware as part of on-boarding new employees

Maintained functionality of the PB AX system in the stores

Performed Desktop Support for end users

Lead I T Specialist Desktop

Social Security Administration / CSRA

Baltimore, MD

April 2014 to July 2016

Team Lead on Deployment of laptops and Software in all SSA sites Nation wide

Imaging User laptops for defined users and encrypting with MacAfee encryption

Creating EPO User accounts for Employees without PIV Cards

Configuring PCOM Software for SSA employees

Setting up of Network Printers on different SSA sites

Implemented the integration from desktop to customized agency specific laptop on remote agency specific locations

Implemented the hardware configuration per the agency user's specifications to optimize workplace productivity on remote agency specific locations

Performed as Team Lead over 2+ traveling technical support representatives per site specifications during various agency specific remote locations

Performed Asset Management Analyst role on agency specific remote locations I T Technician

TEKSYSTEMS (Windows 10

Refresh) Hanover, MD

July 2012 to April 2014

Providing technical assistance in migration of client computer systems from Windows XP to Windows 7 platforms

Installing required applications, using SCCM windows tool

Documenting and certifying completion of migrations to the Team Lead

Backing up all clients Data

Building Laptops, and Desk Top computers for windows 7 Clients

Assuring all client machines are fully encrypted with BIT LOCKER or ABSOLUTE before sending them to clients

Handling Tickets for New Hire Clients and Cross Shipments to Clients

Imaging Clients machines simultaneously with PXE BOOT on the network

Replacing and Installing LCD's, Keyboards, Motherboards, Key Board Bezels and LCD covers on all Lenovo Brands EDUCATION

Bachelors in computer science - NCC University - Leeds Advanced Diploma in Computer Programming - NCC University - Leeds SKILLS

Proficient in LAN, WAN, and Network Equipment installation

Able to repair, install, upgrade, and maintain Desktop, Laptops and MacBook.

Extensive knowledge of technology terms and developments

Exceptional customer service skills and inventory management.

Excellent written and verbal communication skills

Providing ongoing user training and support to meet business goals

Ability to write engaging technical documents to assist users with training material (SOPs)

Operating Systems: Windows 7, 8 and 10, Mac OS Mojave and Catalina

Highly skilled in repairing and troubleshooting of computer hardware, Lan Equipment, software, computer networking and printers

Technical ability to repair computer hardware including Windows-based PCs and Macintosh Apple platforms

Ability to manage multiple simultaneous tasks at the same time as maintaining consistent results Good organizational and communication skills

Extensive experience with backup and image management software

Microsoft Office 2003 and 2007, 2010 and Enterprise, VPN, Server hardware Excellent analytical and problem- solving skills

Outstanding communication skills to relate with team members and support workers

Skilled in time, priority, and task management

Maintaining software updates, designing, and implementing new system structures, monitoring server activity, and auditing server security.

Installation of various computer OS, computing systems, networks, telecommunications, and video components. CERTIFICATIONS AND LICENSES

CompTIA A+

CompTIA Security +

ITIL V3 Intermediate

MCSE Core Infrastructure

ACSP Apple Certification

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