Claybourne Couts

*** ********** ****** **, *** **5 Mobile Phone: 202-***-****

Washington, DC 20032 Email: ad2pku@r.postjobfree.com

OBJECTIVE

Seeking a challenging IT Infrastructure Senior Support Analyst/ Windows OS Mirgration Deployment /Technical Support Analyst or Windows Systems Administrator/position, in which I may utilize my, IT Enterprise Infrastructure and Data Encryption Security experience.

EXPERIENCE

Providing the Technical Support Below:

Infinite Computer Solutions/GANNETT USA Today (October 23th, 2023 – November 2023)

Position: Desktop Support Analyst

●Provided advance support for VIP’s and internal customers’ systems and technology at the site(s) where assigned and at the Head-Quarters Location in McLean VA. This includes maintaining, installing, and trouble-shooting of software, operating systems, and computer and associated hardware as well as first level support of phones, the phone system, and on-site server and network infrastructure. Resolves the software and hardware problems of our computer users while at the same time making those internal customers comfortable and confident with their technology and the IT department. Supporting corporate desktop computer workstations and peripherals in a cross-platform 1500+ end-user Intel-Based Mac OS X Version, 10.9 and Office 365 Cloud Environment, Office 365 Pro Plus And One-Drive. In a Cloud Environment for PC and MAC End-Users and IPAD support.

Provided initial troubleshooting and/or information gathering, escalate support incidents to appropriate groups when necessary. Responsible for actively participating in resolving the issue.

Active participant on site projects that involve IT resources, such as: personnel and/or equipment moves, system upgrades, and projects that require working with users on-site.

Provided ownership of their assigned site(s) by having detailed knowledge about the equipment, systems, workflows, and personalities at their site(s). Acts as the Customer Support Owner of their site(s) in that they are the “go-to” person for the Help Desk or other members of the IT department for all issues and questions regarding their site(s

Coordinated work efforts with various external groups and internal team members/management throughout the day.

Help identify potential wide-spread issues as they may occur and notify team members and management appropriately.

Be able to react to change productively, communicate effectively and handle other essential and emergency tasks

assigned.

Provided A/V support with installation and use of Jabber, WebEx, GoToMeeting and/or BlueJeans. and with Polycom A/V and Crestron audio video A/V Equipment Devices

Provided MDM Support to I phones, Windows Phones, Blackberry And Android Phones Using Ms Intune To Enroll Them In The Mdm System And Installed The Secure Outlook Email App Onto Them For The Client.

Provided Enterprise IT Asset Management support with customized procedural documentation in Service Now and Microsoft Access Data Base Customized Data Base Management Program,

Provided MDM (Mobile Device Management with MS Intune and Citrix Secure Hub) Support to IPHONES, Windows Phones, Blackberry And Android Phones Using Ms Intune To Enroll Them In The Mdm System And Installed The Secure Outlook Email App Onto Them For The Client.

Wiped PC’s with Data Wiping Tools such as Secure Disk, GDISK, Norton Disk Wipe and other Disk Wiping Tools (such as Kill Disk)

Provided one-on-one How-To Consultation with micro-computer end-users and members of the IT technical staff.

Using Service Now Ticketing System to enter End-User problems into the ITSM System.

Troubleshoot VPN (with Cisco and pulse secure) connectivity problems for end-users.

Provide Active Directory support (Users and Computers) to end-users, for Resetting Password, unlocking accounts and creating accounts, and the following:

Installed Server Updates

Added computers to the domain

Deleted computers from the domain.

Deleted End-User Accounts from the domain

eTeam/Deloitte Consulting LLC (June 26, 2023 – September 2023)

Position: IT Infrastructure Support Analyst/Service Desk Agent

●Provided on-site technical Customer Support and Remote Support including Executive Support to the CIO, CEO, COO, CFO and VP’s and also Tier Level 2, Level 3, and coordinated/supported Vendors to resolve third party software support issues with focus on client satisfaction, service delivery quality and technical excellence supporting corporate/government desktop computer workstations and peripherals in a cross-platform 1500+ end-user Intel-Based Mac OS X Version, 10.9 and Office 365 Cloud Environment, Office 365 Pro Plus And One-Drive. In a Cloud Environment for PC and MAC End-Users and IPAD support.

●Using Service Now Ticketing System to enter End-User problems into the ITSM System.

●Troubleshoot VPN (with Cisco and pulse secure) connectivity problems for end-users.

●Provide Active Directory support (Users and Computers) to end-users, for Resetting Password, unlocking accounts and creating accounts, and the following:

●Installed Server Updates

●Added computers to the domain

●Deleted computers from the domain.

●Deleted End-User Accounts from the domain

Deloitte/COMSCORE/PWC (Price-Waterhouse Coopers LLC (Tyson’s Office) (April 2018 –January 1st, 2020)

Position: IT Support Consultant

Provided Break-n-Fix support to the clients as requested, with Office 365, Hardware and Software Support/Network support and other assigned duties

HCL/WorldBank– (February 24th, 2020 – June 2023)

Position: IT Infrastructure Senior Support Analyst

●Provided on-site technical Customer Supportand Remote Support (because of COVID-19) including Executive Support to the CIO, CEO, COO, CFO and VP’s and also Tier Level 2, Level 3, and coordinated/supported Vendors to resolve third party software support issues with focus on client satisfaction, service delivery quality and technical excellence supporting corporate/government desktop computer workstations and peripherals in a cross-platform 1500+ end-user Intel-Based Mac OS X Version, 10.9 and Office 365 Cloud Environment, Office 365 Pro Plus And One-Drive. In aCloud Environment for PC and MAC End-Users and IPAD support. Also used KACE, MDT and SCCM Deployment Applications tool to image, take inventory of new deployed equipment, and commission new laptops ANDInstalled, configured and troubleshoot VPN (with Cisco and pulse secure) connectivity problems for end-users.

Windows Server Support

●Installed Server Updates

●Added computers to the domain

●Deleted computers from the domain.

●Created End-User Accounts for the domain

●Deleted End-User Accounts from the domain

●Installed Applications on Windows Server for Clients and provided other fundamental administration for the server.

●One year experience with Powershell Scripting Language basic scripting and SCCM remote control and Zero Touch installation of Windows 10 with Configuration Manager.

Microsoft Visual Basic:

Created macros to automate repetitive word-and data processing functions, and assisted in the generation of custom forms, graphs and reports.

Azure Support

●Authentication Services: Processed user input, validates credentials, and implements the authentication flows, endpoints, and security tokens required by the Company industry standards supported by the system by enrolling for issuing, renewing, canceling, and validating security tokens provided by the authentication services as a RSA/MFA security token service .

●Identity Security and Protection Services: Provides identity-driven protection to end-users when interacting with the system such as RSA MFA Multifactor Authentication (MFA), Azure AD Identity Protection, and Conditional Access.

● Identity and Access Management (IAM) Services: Provides advanced identity management features such as self-service password reset

●Provided VDI Support to end-users that needed to establish a session with VMWARE, Citrix Receiver

●Provided A/V support with installation and use of Jabber, WebEx, GoToMeeting and/or BlueJeans. and with Polycom A/V and Crestron audio video A/V Equipment Devices

●Provided support with RSA/Duo Tokens and McAfee Endpoint and Dell Cyclance Encryption Support.

●Provided MDM Support to I phones, Windows Phones, Blackberry And Android Phones Using Ms Intune To Enroll Them In The Mdm System And Installed The Secure Outlook Email App Onto Them For The Client.

●Installed the. .NET Framework to be used by newer Microsoft Applications created for the Windows Platform and Web Based Applications for Programmers to combine their source code with the .NET Framework and other libraries.

●Provided Enterprise IT Asset Management support with customized procedural documentation in Service Now and Microsoft Access Data Base Customized Data Base Management Program,

●Provided MDM (Mobile Device Management with MS Intune and Citrix Secure Hub) Support to IPHONES, Windows Phones, Blackberry And Android Phones Using Ms Intune To Enroll Them In The Mdm System And Installed The Secure Outlook Email App Onto Them For The Client.

●Wiped PC’s with Data Wiping Tools such as Secure Disk, GDISK, Norton Disk Wipe and other Disk Wiping Tools (such as Kill Disk)

●Provided one-on-one How-To Consultation with micro-computer end-users and members of the IT technical staff.

●Provided Technical Briefings to facilitate On-boarding/Migration Orientation for Corporate Executives and New Employees and also performed Hot Swap, PC Refresh, Data Migration and Hardware Migration of new equipment and Windows OS from Windows 7 to Windows 10 OS,.

●Maintained incidents, work orders, Service interactions and task request for the Standard-Operating-Environment and PC Imaging and Migration Deployment of new Equipment and Software OS for Win 7 to Win 10.and MAC OS systems updates.

●Provided implementation and assistance with DLP (Data Loss Prevention) with COTS DLP software for the Corporate environment.

●Tested, evaluated and procured new hardware and software for corporate enterprise environments.

●Provided Business Service and Delivery IT Walk up and Remote assistant for hardware, software or break-n-fix roles as a technician or concierge.

●Create SOP (Standard-Operating-Procedures or Technical Deskside Reference Manual) for email setup instructions in OneNote for Mobile phone support to include Mobile phone setup, email setup and universal/apps installation and frequently asked mobile phone questions. Also work with mobile phone vendors for warranty and repair support for activation and re-activation of mobile phone devices (IPhone, Windows Phone, Android Phones and Blackberry).

●Provided input and recommendations for IT Infrastructure improvements for existing ITSM practices and procedures in place.

VDART INC/HCL (August 2016 –April 2018)

END-CLIENT: HCL/OTSUKA PHAMACEUTICAL INC.

Address: 2440 Research Blvd

Rockville, MD 20850

Position: Windows Systems Administrator

Provide personal computing troubleshooting to Executives (CIO, CEO, COO, CFO and VP’s) and the End-User Computing Community and Hardwarerepair including:

●Maintained incidents, work orders, Service interactions and task request for the Standard-Operating-Environment and PC Imaging and Migration Deployment of new Equipment and Software OS for Win 7 to Win 10. Also, Office 365 PRO PLUS 2016 AND ONE-DRIVEIN A Cloud Environment for PC and MAC End-Users and IPAD support and for Windows 7, 8.1, and 10 PC, supporting corporate desktop computer workstations and peripherals in a cross platform 700 end-user Intel-Based Mac and PC environment; Provided MDM Support to I phones, Windows Phones, Blackberry And Android Phones Using Ms Intune To Enroll Them In The Mdm System And Installed The Secure Outlook Email App Onto Them For The Client.

●Provided VDI Support to end-users that needed to establish a session with VMWARE.

●Utilized MS-Access to create Data-Base applications, link Spreadsheets and create a table record description entries (fields) in Access to parse the spreadsheet fields and join it with other databases to create ad hoc reports and queries. Which were late move to a .Net platform to work with other AIS (in-house created applications).

●Provided Tier 1-3 Service Desk team support before escalating to resolve and coordinate requests from End-User Corporate Customer community.

●Provided SQL Server Admin support to Install the Oracle client to access AIS or Microsoft SQL Databases for the clients RDBMS to query, insert/append, update/ modify data or just manipulate the data in the organizations Data Base Management Systems exporting and parsing the data it to Excel or Access to create Ad Hoc Reports such as Group Indicated or Tabular Formats to report and inspect the contents of the information contained in the data bases.

●Provided Windows Server 2012 support thru Active Directory for adding and deleting computers, users or objects from the domain and OU Groups, reset passwords, create file shares, unlock accounts, provision/deprovision of AD Accounts. Also perform backup/restore of server data, installation of COTS network licensed applications, on the Servers and installed patches and updates when needed, for preventive maintenance and installed hard drives, memory and other peripherals as requested.

●SCCM SUPPORT:

oUsed SCCM to create a repository of packages. To enables administrators to re-use packages any number of times to install or uninstall the software applications

oDeployed both MSI and EXE-based software applications

oUse the set of predefined templates to deploy software applications

oPerform pre-deployment activities for software installation/ uninstallation

oInstalled software applications as a specific user using the Run As option

oCopied the installable’s to computers before installing software applications

oSchedule deployment of software applications

oUninstalled MSI and EXE-based software applications

oUsed SCCM for Lite Touch and Zero Touch Migrations and to push out patches and other needed updates

●Provided the highest level of overall customer satisfaction by resolving Incident Tickets in a timely and technically astute manner.

●Installed and supported market data applications such as Bloomberg, Reuters, and CQG for trading purposes

oImproved productivity and eliminated redundancies by instituting new technical support and training procedures that were implemented across organizations.

●Provided A/V support with installation and use of Jabber, WebEx, GoToMeeting and/or Blue

●Jeans. and with Polycom A/V and Crestron audio video A/V Equipment Devices

●Processed and coordinated warranty repairs with vendor and contacted support vendors for troubleshooting, repair and warranty issues outside of the organization

●Managed the Asset Management Inventory system for spare parts inventory and replacement laptops, desktops, printers, and monitors(DVI, HDMI, Display Port and VGA)

●Installed and configured applications on computers and mobile devices for the organization

●Recoved devices from customers when defected or Customer Induced Damage.

●Provided Monthly knowledge shares with Service Owners, IT staff, End users and other Support Tiers

●Provided basic End user training for common devices, COTS Software and AIS (AUTOMATED-INFORMATION-SYSTEMS CUSTOMIZED SOFTWARE)

●Provided Microsoft Outlook client support, and where necessary, partner with the Corporate Messaging, Teams and Microsoft Teams in troubleshooting and resolving client or server-based email issues with Office 365 license Corporate end-users

●Coordinated with Corporate SOE Infrastructure management team to provide AD account setup, shared network storage on Office 365 one-drive and other Host Services

●Provided provisioning and de-provisions in Identity and Access Management Operations and Controls utililizing SailPoint.

Document and explain processes and procedures to both business and technical stakeholders within the organization. With conceptual understanding and knowledge / Experience with operating controls within any of the following:-

a. ISO 27001/2

b. FISMA

c. National Institute of Standards and Technology (NIST) guidelines

d. Risk management frameworks.

e. of SOX related information security controls and their operation.

●Conducted Server and application provisioning techniques on both PC Enterprise Environments and Mainframe using TSO/ISPF/IDMS/IDMS(Falcon)

●Provided Relational Data Base Management Skills with MS Access and MSSQL using the ODBC Driver and creating Queries to search and retrieve Data from different sources Dynamically and Sequentially.Good working knowledge of Active Directory

●ProvidedOffice 365 Account Management

●Provided support for the Creation, deletion and modification of exchange resources like Distribution Lists, Shared E-mail account, Shared Calendar and Conference Rooms.

●Provided support for Email configuration and MS office tools.

●Provided Access to domain account, E-mail account, Lync for Otsuka end-users.

●Provided requested support for the Creation, modification and deletion of user accounts on Mainframe/RACF Creation and other client applications.

●Add, update, delete Global groups

●Granted System Administrator rights to end-users

●Provided Incident Management

●Troubleshooting of Access Management Issues

●Granted access to Share drives

●Provided Office 365 Support to end-users and mobile phone support, Blackberries, IPhone, Windows Phone and Android.

●Provided VIP Classroom Training and One-on-One How-to Consultations “G.E.M” (Go-The-Extra-Mile) service, including personal tutorials, desk-side visits and non-business hour support to End-users and executive.

Hexaware Incorporation/Fannie Mae (October 31st, 2016 – January 9th, 2017)

Address: 11600 American Dream Way

Reston, VA

Position: Information Security Analyst/Service Desk/Helpdesk Support

●Provide provisioning and de-provisions in Identity and Access Management Operations and Controls utililizing SailPoint.

Document and explain processes and procedures to both business and technical stakeholders within the organization. With conceptual understanding and knowledge / Experience with operating controls within any of the following:-

a. ISO 27001/2

b. FISMA

c. National Institute of Standards and Technology (NIST) guidelines

d. Risk management frameworks.

e. of SOX related information security controls and their operation.

●Conducted Server and application provisioning techniques on both PC Enterprise Environments and Mainframe

●Relational Data Base Management Skills with MS Access and MSSQL using the ODBC Driver and creating Queries to search and retrieve Data from different sources Dynamically and Sequentially.

International Monetary Fund/Randstad USA (April 2008-8/2016)

Address: 700 19th Street NW

Washington, DC 20431

Position: IT Support Analyst

●Provided on-site technical Customer Support to the EUC and IMF Executives…Tier Level 2,Level 3, and coordinated/supported Vendors to resolve third party software support issues with focus on client satisfaction, service delivery quality and technical excellence supporting corporate/government desktop computer workstations and peripherals in a cross-platform 1500+ end-user Intel-Based Mac OS 10.6.8 (Yosemite OS X ), 10.9 and Office 365 PRO PLUS 2016 AND ONE-DRIVEIN A Cloud Environment for PC and MAC End-Users and IPAD support and for Windows 7, 8.1, and 10 PC environment also provided support, Bit9 parity, Bit Locker, App Locker,

●Provided VDI Support to end-users that needed to establish a session with VMWARE.

●Provided support with installation and use of Trading Applications, including Reuters, ICE and Bloomberg

●Coordinated Incidents and task orders for Office 2007 to Office 2016/O365 migrations and complex troubleshooting support efforts. Also provided, Active Directory Support with ADUC, adding end-users, computers, printers, creating files shares, deleting computers from the domain, password resets, lockouts etc.Also, cost and benefit analysis of current existing systems VS. New Systems integration.

●Diagnosed and Troubleshooted Incidents and Task Order Tickets utilizing SERVICE NOW (IT SNOW) responsively in person, or remote using various remote application software, such as Remote Desktop 0r MSTSC by telephone, and sent instructional sets by via e-mail) in a timely and responsive accurate process, and provide end-user assistance when-ever required. Also update the Service Interactions, Incidents, Task Orders and RITM in SERVICE NOW Ticketing system after resolving the trouble tickets of the client.

●Provided SQL Server Admin support to Install the Oracle client to access AIS or Microsoft SQL Databases for the clients RDBMS to query, insert/append, update/ modify data or just manipulate the data in the organizations Data Base Management Systems exporting and parsing the data it to Excel or Access to create Ad Hoc Reports such as Group Indicated or Tabular Formats to report and inspect the contents of the information contained in the data bases.

●Provided Windows Server 2012 support thru Active Directory for adding and deleting computers, users or objects from the domain and OU Groups, reset passwords, create file shares, unlock accounts, provision/deprovision of AD Accounts. Also perform backup/restore of server data, installation of COTS network licensed applications, on the Servers and installed patches and updates when needed, for preventive maintenance and installed hard drives, memory and other peripherals as requested.

●Used ITIL SUPPORT processes and procedures for Incident and Workorder/Task Order Management and Asset Management, AND enterprise applications with PEOPLESOFT BEELINE PRODUCT to gather information on new hire’s for the organization and prepared Laptop’s and Desktop’s selected by the organization for the new hire’s.

●Provided Support for enterprise client/web-based applications Microsoft Outlook 2010, Office 2010, AD, Skype for business, HP, Lenovo, and Dell computers and peripherals

●Created and updated Standard Operating Procedures documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and applications and identified current operational process inefficiencies and provide recommendations for stellar improvement.

●Utilized the Avaya Or Cisco IP Phone Systems to login for time management, receiving calls on the helpdesk, transferring the calls to different tier groups and for creating incidents or tickets for the helpdesk enterprise environment.

●Implemented and provided on-going IT Infrastructure operational support upgrading operating systems releases, upgrades, service pack installations, bug fixes, security updates, or all updates to OS and In place system change activities to include printer and network performance monitoring, troubleshooting, and streamlining for all end-user systems.

●Built new systems (laptop and desktop). For IMF customers

●Served as Tier 2 support to the help desk to resolve desktop system issues as reported by the end-users.

●Identified ITIL or infrastructure solutions for network security (Virus Removal) and provide Spyware, Adware. Malware for, virus protection.

●Ensured and provided Quality Assurance to follow up with customers in the form of email communications and in person on timely IT status issues updates to client and my IT management.

●Shared and train IT Desktop peer(s) to in methodologies learned and IT knowledge acquired to other cross-functional teams to leverage best practices.

●Assisted customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible.

●Provided SME Knowledge of server hardware, software installation and maintenance, in coordination with Corporate IT (e.g. SAN/NAS storage, Network).

●Installed the. .NET Framework to be used by newer Microsoft Applications created for the Windows Platform and Web Based Applications for Programmers to combine their source code with the .NET Framework and other libraries.

●Provided Support Knowledge of network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless).

●Installed Cat-6 Ethernet Cables from Cisco IP Phones to Laptops and Desktops for the IMF organization.

●Provided help desk, mainframe and desktop support to serving the IMF organization.

●Utilized ITIL Ticketing Systems such as CA service desk, BMC Remedy, and Service Now (IT SNOW)

●Provided NOC support in the IMF by sending out broadcast messages when the servers where being upgraded or patched.

●Installed, configured and troubleshoot VPN (with Cisco and pulse secure) connectivity problems for end-users.

●Performed imaging and conditioning of all IT equipment.

●Provisioned new laptops and desktops, including imaging, user configuration, and software installation.

●Monitored and Resolved with QA Tactics, daily ticket flow to make sure all issues are properly researched, updated, resolved or escalated.

●Applied troubleshooting techniques and technical knowledge to identify the severity of the problem and perform needed steps to resolve the issue.

●Documented all reported problems, requests, questions and resolutions in Standard Operating Procedures and Technical Deskside References.

●Applied and utilized verbal and written communication skills, to foster excellent problem solving and analytical skills for Incident/Work-order Management to streamline efficiency.

●Supports projects in other functions as directed by Technical Analysts

●MOBILE PHONE SUPPORT TO IADB EXECUTIVES

Provided Email Setup, universal/phone apps installation, configuration, and consultation support, Mobile OS backup and data transfer from mobile phones to mobile phone(s), create Mobile Phone Instructional sets for mobile phone end-users for all supported Mobile OS models : THE IPHONE 5S & 6S, Windows Phone, Blackberry 8330 (also use the blackberry desktop manager and BES passwords to set up email for this device), and APPS support, Email setup and functionality support for Android phones. Create SOP for email setup instructions in OneNote for Mobile phone support to include Mobile phone setup, email setup and universal/apps installation and frequently asked mobile phone questions. Also work with mobile phone vendors for warranty and repair support for activation and re-activation of mobile phone devices (IPhone, Windows Phone, Android Phones and Blackberry).

EDUCATION

Strayer University Technical Degree

SKILLS

●Service Now or IT SNOW (Current Version)

●Remedy 7.5

●MSINTUNE (Mobile Device Management)

●Citrix Receiver

●Citrix Secure Hub

●DISM

●Bit Locker (Windows OS 10 Enterprise)

●Service Now (IT SNOW)

●HEAT 9

●Safenet Data Encryption Software 7.6.5

●McAfee Virus-Scan Enterprise 8.8

●PGP Data Encryption Software And Administration

●Cisco Virtual Private Networking Client Software 5.0.07

●Microsoft Security Essentials

●Macintosh Parallels Desktop

●Bootcamp for Macintosh and Windows

●COREL SUITE 8 & 9

●AVAYA Phone Support Management Software

●Remotely Anywhere

●Remote Desktop (MSTSC)

●TeamViewer Remote Desktop Software

●Symantec Ghost Imaging Software version 14

●Microsoft Active Directory for computers and users

●Novell Console One

●Microsoft Office 2000/XP//2007/2010/2013/2016/2019

●Corel WordPerfect Office 2021

●Windows 7, 8.1 and 10(Win Version 1803-1809)

●WINZIP Utilities (Current Version)

●Adobe Professional XI

●Microsoft Exchange Server (5.0 /5.5)

●Microsoft Outlook (2007/2010/2011/2010/2013/2016/2019

●Adobe Photoshop CS2

●PowerPoint for Windows 2007/2010/2013/2016/2019

●PowerPoint 2008 for Mac

●Lotus Notes Version 8.5

●Novell Netware (3.12 – 4.11, 6.5)

●Banyan Vines Version 8

●Internet Explorer

●UNIX

●Microsoft Lite-Touch Migration and Zero-Touch Migration Packages

●Systems Analysis and Design

●Acronis Imaging

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