Customer Service Management

Thierno A. Diallo

*** ***** ****** ** ******, GA 30518

***************@*****.*** 678-***-****

NETWORK SUPPORT LAN / WAN / MOBILITY / TELECOM / MDM

“To work for a company in which my abilities will help the company grow and succeed.

“

I am interested in learning new skills as well as teaching my skills to others

Outstanding Technical Skills / Quality Customer Service

A highly dedicated and technically skilled individual, providing expertise with Mobile Device Management.

Capable of diagnosing, troubleshooting and resolving messaging issues quickly and responsively. Utilize available

tools,

mail flow, and configuration methods to isolate and resolve system issues, application,

and communication problems. Proficient in the following areas:

Highlights of Expertise:

Mobile Device Management Expert Analyze / Configure / Install MDM

Troubleshooting and Resolution Installation Techniques / Procedures

Vendor / Customer Relations Firewall/DMZ Config and Support

Smartphone and Tablet Support Wireless Technologies and Networks

Technical Proficiencies:

Current Certifications: CCNA, CWNA, MobileIron, Sentry Authentication & Security Specialist, SixSigma

Green Belt.

Hardware: Cisco Routers and switches, Catalyst, D-Link, Linksys, NetGear

Protocols / OSPF, BGP, EIGRP, RIP, PPP, VLAN, Frame Relay, ISDN, ATM, NAT, MAN, WLAN

Configuration: DSL, IPSEC, TUNNEL, FTP, TFTP, DNS, DHCP, HTML, STP, TCP/IP, VPN, MDM

Software / Windows OS, MS Office, Visio, Windows Server 08, Fedora, Wireshark, Change Point,

Virtual: Visual Basic, Photoshop, Hyper-V, VPN, Ubuntu, VM-Ware, Remedy, SharePoint.

Operating Systems: Windows, Linux, Cisco IOS, Apple iOS, Android OS

MDM Platforms: Mobile Iron, Air-Watch, McAfee, Toggle, MaaS360, Lotus Traveler,

Blackberry, Exchange.

PROFESSIONAL EXPERIENCE

General Motors (GM) Warren, MI (November 2012- Present)

Sr. Mobile Device Management Administrator

Operates, maintains, and provides customer

support and consultation for a wide variety of

complex IOS and/or Android

Smart phones.

Provides leadership in establishing operational

processes for delivering MDM support.

Mobile Device Management integration with SQL

Servers, LDAP, AD, ActiveSync, and Exchange

Work with vendors to resolve problems.

Coordinates the implementation of solutions.

Provides technical leadership for capacity and

performance analyses and develops and implements

recommendations.

Provides training to less experienced team

members of the Information Systems department.

Perform testing on new software updates and new Operating Systems.

Create and monitor security and compliance rules on both corporate and employee own devices.

AT&T Atlanta, GA (July 2011- November 2012)

Sr. Spec Mobility App Support, Global Business Solutions

Mobile Device Management support--perform end-to-end technical troubleshooting

Supported a variety of products including: McAfee, Mobile Iron, Air-watch, MEAP, Antenna, Pyxis, and Toggle.

Able to pivot quickly between products and platforms to identify and resolve issues efficiently.

Troubleshooting include Network connectivity, Monitoring device and Server logs, Security and Policy

implementation, App

Distribution, Compliance actions, and alert monitoring

Supported both on premise and connected cloud configurations

Responsible for performing application monitoring and response, application problem management/resolution

Responsible for application Change Management and Implementation, Scheduling, Implementation, Tuning and

Configuration of application and infrastructure components

Elavon (Merchant Services) Atlanta, GA (June 2007- July 2011)

Telesales Merchant Services Support

Determining merchant needs and recommending appropriate equipment based on need

Troubleshooting existing equipments and replacing defective equipments

Test customer’s websites to make sure that they comply with Federal laws and they are secure for credit card

processing

Install and configure converged systems based and customer’s need

Manage, monitor, and maintain systems and e-commerce websites

Best Buy St Cloud, MN (March 2004 - June 2007)

Geek Squad

Provide customers with repair, installation and service of products in the store or in-home

Provide the initial contact with customers, and run basic tests to determine product needs and service solutions

Provide over-the-phone diagnostics for clients

Effectively communicate with clients to ensure high level customer experience - Provide client education solutions

Answering technical questions &/or seeking out solutions

Manage the knowledge base to ensure accurate service

EDUCATION AND CREDENTIALS

Bachelor of Science in Technical Management / Computer Networking Graduation: 10/2011

DeVry University

Atlanta, GA

Master of Science in Cybersecurity Graduation: 10/2014

University of Maryland University College

College Park, MD

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