Senior Helpdesk Support

NNAEMEKA OGBONNA

Washington, DC 301-***-**** adlciz@r.postjobfree.com

SR. SYSTEMS ADMINISTRATOR-HELPDESK SUPPORT MANAGEMENT

Experienced-Trained IT Professional with diverse skillsets specializing in Technical Support, Installation-Configuration, Active Directory and SCCM. Extensive background working with Windows PC, Mac OS X and Mobile devices. B.S.-Computer Science and A.A.S.-Network Administration.

AREAS OF EXPERTISE

PC Software-Hardware Troubleshooting Microsoft Office Suite (Word, Excel, PowerPoint, Access) Bash Scripting Active Directory Users and Computers Azure Active Directory Office 365 Windows (7,8 and 10) Mobile Device Management Ticketing Systems (BMC Remedy, Jira Service Desk, ServiceNow, ManageEngine ServiceDesk Plus) AD Manager Plus Desktop Central

IT-TECHNICAL COMPETENCIES

Utilities: RSAT (Remote Server Administration Tool) WSUS (Windows Server Update Services) SCCM (System Center Configuration Manager) BMC Remedy Jira Service Desk ServiceNow Office 365 Desktop Central Aternity Dashboard

Virtualization: Microsoft Azure Amazon Web Services (EC2, ECS, IAM, S3, EF) CloudWatch CloudFront Workspaces Remote Desktop Manager Citrix

Language: SQL PowerShell Bash Scripting

Operating System: Windows (XP, 7, 10) Windows Server Environment Linux(centos)

EDUCATION

Hagerstown Community College / Hagerstown, MD

Associate in Applied Science (A.A.S.)-Network Administration, 2017

Relevant Coursework:

UNIX/Linux Operating System Microsoft Operating System PC Tech: Repair and Troubleshooting PC Tech: Operating Systems Networking Server Management

Madonna University / Nigeria

Bachelor of Science (B.S.)-Computer Science, 2009

INFORMATION TECHNOLOGY CERTIFICATIONS/TRAINING

CompTIA Security+ CE, AWS Certified solutions Architect-Associate

Microsoft Certified Training: Azure Administrator Associate, Completed Date: Jun 2020

Azure Administrators implement, monitor, and maintain Microsoft Azure solutions, including major services related to compute, storage, network, and security.

IT SYSTEMS ADMINISTRATION

AstraZeneca / Gaithersburg, MD

IT Senior Desktop Engineer, May 2020 -Present (Contract)

Provided technical assistance for both hardware and software issues for local and remote employees and ensured all their IT related issues were resolved promptly.

Provided Windows, Mac, iPad/mobile phone technical support including building devices, setting up new user accounts, or helping existing users in troubleshooting any issues, managing inventory for assigned building and keeping them up to date.

Administered support for applications including WebEx, SharePoint, Microsoft Suite, Sapphire, Citrix, Cisco AnyConnect Secure Mobility Client, Zoom and enterprise file-sharing programs.

Utilized Active Directory to search for users account information, and assisting with password resets, unlocking accounts, and searching for BitLocker keys.

Engaged ServiceNow ticketing system to log issues and the work performed, search knowledge articles, and track assets.

Oversaw the ServiceNow queue to ensure compliance and incident resolution time is within the bounds of the Service Level Agreements (SLAs).

Provided support for network infrastructure, installing and configuring network devices and servers in the Gaithersburg data center and data closets.

Provided support to the network operations team to ensure network resilience.

Liaised with Facility’s department and on-site IT to ensure awareness and resource availability for the network projects.

Horizon Goodwill Industries / Hagerstown, MD

IT System Administrator, August 2019-April 2020

IT Team Member-overseeing Configuration and Operations for client-based systems with end-user software, technical support and troubleshooting (hardware and software).

Handles infrastructure administration including firewalls-gateway devices, databases, malware protection, software and other processes. Monitors hardware and software problems for network infrastructure, servers and workstations.

Installed and setup DNS Server on Windows Server 2003 and 2012.

Configured DNS /NIC card issues and wall jack issues while troubleshooting IP addressing problems

Used ManageEngine (Network Configuration Manager) to configure and monitor Cisco Routers and Switches (Cisco 2960 and 3500).

Used Microsoft Azure to monitor and deploy updates, assign and retrieve office 365 license from end user accounts.

Manages communications and connection solutions (workstation connectivity, local area networks, ISPs, intranet and Internet applications). Tracks enterprise data availability (data transfer) in compliance with privacy, security, and regulatory guidelines. Executes network security audits- Designs backups for enterprise data.

Utilizes network asset management tools (maintenance of network component inventory, technical specifications). information. Develops procedures and associated training plans for system administration.

Work closely with end-users and department managers-implement desktop and server/SaaS systems. Executes software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases. Participate in negotiations process with Vendors, Outsourcers, and Contractors.

IT HELPDESK SUPPORT

Synology America Corp. / Reston, VA

IT Helpdesk Support Analyst, June 2018-May 2019 (Contract)

Support Team Member-processed User requests for assistance with network drives (Synology NAS). Client Support through ticketing system with cloud station setup, cloud sync and network connectivity issues (NAS and Mac). Handled User migration-existing Synology C2 Backup task from old to new NAS.

Administered Users backup and restore through Microsoft Exchange with Synology Active Backup for Server. Reconfigured operating system-Network Attached Storage device tracked server performance. Performed routine maintenance (e.g., Windows OS patches, server hardware replacement, and daily system backup).

Electronic Systems Inc. / Virginia Beach, VA

IT Helpdesk Support Technician, December 2015-April 2018 (Contract)

Diagnosed and troubleshooted Microsoft Windows (Windows 7, 8 & 10) hardware/software problems. Installed and configured new PC hardware and software on desktops, laptops & peripherals (phones, printers, external drives).

Tested and deployed hard drive images-supported users (virtual desktop environment). Detected performance issues and submitted project status reports to Helpdesk Manager. Trained clients (basic use of approved hardware and software) and communicated technical concepts to non-technical staff and customers.

American University of Nigeria / Yola, Nigeria

Computer Support Analyst, October 2009-August 2015 (Contract)

IT Department Support Team Member-coordinated technical support, advice, and assistance (hardware, and software system queries) for University students and faculty. Managed updates for multiple servers and user accounts.

Imaged Windows (XP, vista, 7, 8 and 10), PC’s and laptops (supported deployment to Faculty). Resolved technical issues submitted by Faculty & Students-computers, laptops, peripherals, network issues and work-related devices. Repaired and upgraded Windows computers as well as related devices.

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