Customer Service Level Ii

Renard L. Ingram, ****************@*****.***

Work History

Computer Science Corporation (DXC) / System Infrastructure Analyst April 2021-June 2024

Job Duties: provide level II support to end users, perform daily tasks to ensure the efficiency, reliability and confidentiality of Sompo International resources and assets for multiple offices worldwide.

Provide excellent customer service to over 5500 users globally.

Applied knowledge of enterprise systems, applications, and network infrastructure assistance to NetOps, SysOps, Secops, Devops in configuring, provisioning, testing, deployment and support for multiple array of Data servers, Cisco switches Microsoft Azure applications, which consists of on-premises and Cloud based.

Perform special audits of company assets remotely for compliance specifications.

Track and maintain user accounts, including their permissions and group/role assignments log in attempts and locked out status and act on any threats and vulnerabilities.

Ensured that least privilege is applied and regularly review user assignments according to stated policies for Onboarding and Offboarding users and network devices,

Help in receiving and shipping standard IT equipment for local and remote offices, following organizational policies for maintaining accurate inventory asset records.

Continuously monitored systems for connectivity and availability to all network resources assists the incident management team with handling outages and other security incidents.

Responded to outstanding service requests and provide on-call support to resolve issues and assist in restoring critical service outages.

Ensured that assigned systems both remote and network devices are updated with the latest firmware and security patches and meet compliance standards.

Working within departmental policies project planning to ensure upgrade and maintenance activities have minimal impact on users which would include Cisco IP Phone upgrade, One Drive migration, Virtual machines user pools as well as individual, Intune migration, Cisco AP ugrade, Webex Audio and Video Conference room upgrade.

Served as secondary contact for administrative issues with remote country offices.

Assisted in training and guidance for maintenance and improvement to remote country office managers.

Submitted recommendations to develop efficient procedures for the implementation of department activities and automating common admin tasks using Powershell and/or Kali

Maintained professional growth and self-development by identifying educational/training programs, professional organizations, activities, and resources to maintain knowledge of technology trends and to promote leading edge expertise.

Software Support Tools: O365 Suite Admin, Windows 10/11, Mac Monterey OS, JAMF, Orchestrator, Vm’s, Fresh Service, Citrix Director, Citrix Virtual Desktop, Remote Desktop, Cisco Webex hub admin, Intune Company Portal,, Airwatch, Endpoint Configuration Manager (SCCM),Microsoft Endpoint Security, Cisco Unity Connection & Unified Call Manager, Cisco Unified Console Manager, Exchange Admin, Azure AD, Cisco VPN, Okta MFA, SSO, Apple Intelligent hub, Zscaler, Bitlocker, DUO Admin, FileZilla Admin, CrowdStrike, Azure Vm’s, Edge, Chrome, Firefox, Key Vault, PKI, Service Now, Windows Server, Goto Assist Remote, Powershell, Putty,

Mattel Corp / Cognizant/ Ent. Deployment Lead Oct. 2020-April 2021

Job Duties: Act as LII/III point of contact; treat every customer’s problem as urgent and important - being solution oriented.

Prioritize and manage a high volume of open tickets at one time; own and manage the queue and resolve as many issues independently as possible.

Research, diagnose, troubleshoot, and resolve system, software and hardware issues such as account setup, hardware malfunctions, and network troubleshooting.

Clearly communication with clients through a series of actions via phone, email or chat, until the issue was resolved.

Assumed ownership of customer issues and see problems through to resolution, within agreed time limits.

Provided prompt and accurate feedback to customers.

Proactively follow up with clients to ensure their IT systems are fully functional after troubleshooting.

Ensured accurate data logged into every incident ticket

Interacted with the broader teams.

Maintained friendly and positive relationships with clients.

Software: SCCM, Zscaler, Jamf, O365, Windows 10, Service Now, Mac OS provisioning, Vm Ware, Parrallels, Intune, Encave,

Prospect Medical, Alta Hospital / System Administrator II Oct. 2019-Oct. 2020

Job Duties

Work with a team of System Engineers and Service Desk Analysts.

Assess, recommend, and facilitate procurement of technological resources.

Manage and secure Inventory assets.

Provided assistance to Level 3 support for applications and systems; assist other departments with technical issues.

Oversee the day-to-day operations of Exchange, SharePoint, and other business applications.

Configured and Install One Drive, and Microsoft Office 365 suite apps

Performed processes and deployments using PowerShell; focus on maintenance aspects.

Manage customer Microsoft infrastructure including Endpoint Manager (Intune), security features, and Microsoft Defender.

Configure and maintain (RDS) environments.

Collaborate with cross-functional teams, Vendors, Users, Executives

Continuously analyze and implement improvements in security, features, and technology updates.

Monitor and act on security threats and vulnerabilities.

Software: Microsoft Endpoint Configuration Management, Citrix, Cerner, VmWare, Hyper V, Office 365, MS Suite 2016, Visio, Manage Engine, Service Now, CUCM, Azure AD, Airwatch, SAP, Sharepoint, Teams, MyAnalytics, Win 7/10, Apple OS, Server 2016,

The Children’s Clinic / Systems Analyst Il Jan. 2019- Oct.. 2019

Job Duties Lead and execute the evolution of site/network

Conduct system audits for policy to ensure patch management.

Mentor and train fellow System Analyst and Service Desk Analysts.

Assess, recommend, and facilitate procurement of technological resources.

Manage and support Microsoft collaboration applications.

Provide Level 2 support for applications and systems; assist other departments with technical issues.

Oversee the day-to-day operations of Exchange and other business applications.

Develop and enforce governance for Messaging, Collaboration, and Microsoft Office 365 suite products.

Automate processes and deployments using PowerShell; focus on self-healing and maintenance aspects.

Manage customer Microsoft infrastructure including Microsoft Endpoint Manager (Intune), security features, and Microsoft Defender.

Configure and maintain (RDS) environments.

Develop, document, and maintain Microsoft System environments and playbooks for streamlined troubleshooting and issue resolution.

Collaborate with cross-functional teams

Continuously analyze and implement improvements in security, features, and technology updates.

Software: Citrix, Epic, VmWare, Exchange 2016, Windows Server 2012, Office 365, Microsoft Suite 2016, Visio, Project Manager, Sharepoint, Service Desk Plus Management Engine, CUCM, Whatsup Gold, Carepoint,

Baracuda (web filter/encryption), Airwatch, Dentrix, Kaseya Asset Mgmt

DYSIS / Aerospace Corporation / Deployment Professional Oct. 2018 – Jan. 2019 Security Clearance

Job Duties: Tier II support for over 3,500 users onsite and remote providing technical support for multiple software environments

Software: Service Now ticketing system, ePolicy Orchestrator, MS Office Suite including Visio, Project and 365, Landesk, Sharepoint, SapGui v0.70, Cisco AnyConnect, Citrix, Java, Ivanti, VMware Airwatch, Active Directory

Orthopedic Institute for Children /UCLA affiliate RHT (contractor) Desktop Engineer Jan. 2017 – Oct. 2018

Job Duties: Tier I/II/III support for (HIMS) Healthcare Information Management Systems, Active Directory Computer & Group Policy management, Domain Architecture, Data management, Exchange Server support, Server data backup, hardware maintenance, Desk Side support, Print Server management, Cerner to Epic software migration, Pc/Mac deployment, Network management, Asset management.

Software: Sophos XG Firewall, LANDESK Management Suite 2016, AD Group Policy Management, Cerner, ITSM, Check Point Security, Ivanti End Point Encryption, ArcServe Backup, Windows Server R12, Office 365, Azure Cloud Technology, Citrix, Vmware

NCR Corp: Desktop Support POS Field Engineer Dec. 2013- Jan. 2017

Job Duties: Performed front-end and back-end Field Engineer POS support for several large retail organizations including Starbucks, Forever 21, Darden Targets, Home Depot etc. Maintained accurate inventory asset records handled all logistics control for shipping & receiving for over 500 parts performed monthly audits, assisting and coordinating with 3rd party vendors to determine a speedy and permanent resolution.

Software: Windows XP, 7, 10, Microsoft Office 365, Active Directory, SCCM, Aloha, Cisco ios, Remote Desktop, Zendesk, Mac OS, Altiris, MPLS, DHCP, DNS, HTTPs Packet Tracer, Wireshark, TCP/IP, Lan/Wan

CERTIFICATIONS: Comptia A+ Security + ITIL V.4, Cyber Security, Project Management

InfoSec: Cybersecurity Certification Training and Boot Camp, Nmap

Web Based Learning Office 365, Azure AD, Server 2022, Service Now, MCSE, Devops, PKI

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