Jobe A. Diagne

* ********* ******

Worcester, MA 01604

adjp27@r.postjobfree.com

781-***-****

Technical Skills:

Remedy, Service Now. Jira and Salesforce, Altiris

Work Experience

Senior IT Analyst II March 2020-Present

NTT Data/Metro West Medical Group

Level 2 and 3 Tech Support

Active Directory Administration

New hire training and onboarding

Virtualization support with Citrix

Executive level Support

Network Patching and Network support

Sr. Desktop Support Technician November 2019- December 2019

UMass Medical School

Providing Desktop Support to end users

Imaging laptops, desktops and Macs for organizational Units

Creating accounts using Active Directory and MS Exchange

Pushing out software and patches using SCCM

Senior IT Support Specialist May 2019 – July 2019

Cambridge Mobile Telematics

Windows 10 account creation and imaging

Mac OS imaging using Auto-DMG

Google Suite account administration

Office 365 Administration

New hire training and onboarding

Senior Technical Customer Operations September 2017- May 2019

Cardinal Health Concord, MA

Case management and initial triage of incoming cases assigned through Salesforce database and customer contact.

Identify, Communicate, and utilize appropriate resources to resolve or escalate to the appropriate teams.

Develop in-depth knowledge of the Wavemark customer and back end application in order to triage issues effectively

User account creation and maintenance

Perform first line reactive monitoring for down hardware in the field

Performing log analysis and navigating directories using Linux, SQL

Web Designer/ Owner September 2012 - September 2017

44livedeisgn Fitchburg, MA

Built and designed websites for a wide range of small business using wordpress.com

Working closely with each business owners to complete their websites to their specification

Making sure to meet deadlines set by each customer so each site to go live within a timely fashion

Communicating with each customer to keep them up to date on progress and or changes to their site

Using social media such as Facebook, Twitter and Instagram to market and grow their businesses

Updating each website to keep the site current with new information and content

Technical Support Engineer April 2012-September 2012

ComputerSupport.com Natick, MA

Provided phone support to end users using Windows Operating Systems and Windows business applications

Account creation using Active Directory and Microsoft Exchange

Provided Windows 2003 and 2008 R2 server support

Supporting third party applications such as Peachtree, Orchid, and calling for support if need be.

Supporting the Mac OS and Mac applications

Sr. Help Desk Administrator August 2010- April 2012

LEK Consultant Boston, MA

●Provided tier 1 tier 2 remote phone support

●Worked with several different operating systems that include windows XP, Small Business Server 2008 Windows 7

●New hire training and onboarding

●Executive level support

●Virtualization support with Citrix

Education & Certifications

Year Up Inc. Technology Diploma July 2005

Career Academy CompTIA A+ (1000 Series) Certification May 2020

Google IT Professional Certificate June 2020

Salesforce Trailblazer /Business Admin September 2020

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