azaazJahi Sule

Customer Service Admin

Summary

** + years of experience with Operational and Customers, Customer Service experience providing PC and Client/Server Tech Support for small to medium sized businesses. Experienced in diagnosing, troubleshooting and resolving client issues with hardware maintenance, application support and training, installations and upgrades.

Technical Skills

Active Directory-Windows Server 2003/2008/2012- Windows 7/8.1/10- MAC OS- Microsoft Exchange-SharePoint 2010-VMware-MS Office 2010/2013/2016/ - ITIL -Office 365-Office for Mac-IE7/8/9/10/Edge-Skype for Business-Java iOS/Android OS-Google Chrome-Firefox-Safari-Bomgar-Win7 Migration-USMT_Backup Tool-SCCM-Screen Connect-Spiceworks-Freshdesk-Remedy-ServiceNow-Final Cut Pro-Adobe Acrobat Professional-Adobe Photoshop-Adobe Flash-Adobe Premiere - -Python-Kerberos Adobe After Effects-Log Me In Remote Any Meeting-ProToo –XML-Logic-Reasons-Servers-Hubs-Routers-Switches-Cabling-TCP/IP-Networking-Project Management-Vendor Management- CSS Fire and Emergency Medical System (FEMS) –Linux Red Hat -Mobile Public Safety System (MPS)-Safety Pad-Tablets-iPads-Imaging-ITSM-SCCM-Cisco--HTML –Kite Works Life Size App-Symantec End Protection –FileNetFileNet Administration, operations, configuration, and deployment.

Active Directory-Windows Server 2003/2008/2012- Windows 7/8.1/10- MAC OS-Avaya-Cisco-Sales Force- Financial Budgeting

Microsoft Exchange –Sales Force Developer -SharePoint 2010-VMware-MS Office 2010/2013/2016/Office 365-

Skype for Business -Vendor Management Fire and Emergency Medical System (FEMS)

Mobile Public Safety System (MPS)-Safety Pad-Tablets-iPads-Imaging –ITSM -SCCM -Cisco-Life Size App

Symantec End Protection

Education

●H.O.P.E. Project – Helpdesk Support Training Program, 2013

●Omega Studios School of Applied Arts and Sciences, BA Degree in AD/AV Engineering and Computer Science Comprehensive Recording Industry Program – 2015

●Master’s Degree in Computer Sciences, University Of The District Of Colombia, 2014

Certification

CompTIA A+ 2016

CompTIA Security+ 2016

ITIL 2017

CCNA 2019

MSCE 2019

Clearance

Public Trust

Professional Experience

Internal Revenue Service, Washington D.C.

Client/Server Tech Support March 2019 – April 2022

●Administration of FileNet systems performing transitions to capture, store, manage, secure, and process configuration and build information.

●Designed new workflow maps using Process Designer in FileNet Workplace to satisfy client's request of new inbaskets and routing process. Also modified many existing workflow maps to fit the client's needs as requested.

●Extensively used Business Process Framework (BPF) to create new inbaskets and modify the existing inbaskets.

●Used JBoss EventHandler to modify create a custom feel for inbaskets.

●Adding/modifying custom tools in FileNet,to let the user know their items were out of the inbasket.

●Tasked with enhancements in FileNet P8 Business Process Framework, Business Process Manager and Content Manager that encompassed Java, javascript, and .NET coding.

●Performed quality assurance on all products that were implemented in FileNet and scheduled for move to production.

●Administered incident response and break-fix systems using salesforce..

●Designed and documented relevant system code and configurations.

●Explained system integration topology and related transactions.

●Met broader group responsibilities as needed.

●Deployed and promoted new products from one environment to the next (e.g. QA to Production) and verified deployment to ensure rollout accuracy.

●Provided FileNet system administration and production support to client in resolving system and application issues. Mentored client on proper and efficient system use.

●Image, test, and deploy computers for new requests and break/fixes.

●Create, customize, deploy and automate software packages using SCCM.

●Install computers, printers, scanners and all other related equipment.

●Involved in the implementation of managed SCCM pushes, updates, and patches on IRS systems.

●Retrieve equipment from departures to be re-imaged, reassigned, and updated in inventory.

●Perform troubleshooting of issues pertaining to client workstation systems and distribution points.

●Provide desktop/laptop break/fix/maintenance support.

●Help design, build and test the enterprise image for production deployment.

The George Washington University Hospital, Washington D.C

Client/Server Tech Support December 2013 – March 2019

●Administration of FileNet systems performing transitions to capture, store, manage, secure, and process configuration and build information.

●Designed new workflow maps using Process Designer in FileNet Workplace to satisfy client's request of new inbaskets and routing process. Also modified many existing workflow maps to fit the client's needs as requested.

●Extensively used Business Process Framework (BPF) to create new inbaskets and modify the existing inbaskets.

●Used JBoss EventHandler to modify create a custom feel for inbaskets.

●Adding/modifying custom tools in FileNet,to let the user know their items were out of the inbasket.

●Tasked with enhancements in FileNet P8 Business Process Framework, Business Process Manager and Content Manager that encompassed Java, javascript, and .NET coding.

●Performed quality assurance on all products that were implemented in FileNet and scheduled for move to production.

●Deployed and promoted new products from one environment to the next (e.g. QA to Production) and verified deployment to ensure rollout accuracy.

●Knowledge of agile software development methodologies

●Follow and promote Agile practices like SCRUM and Business Driven Development

●Advise, collaborate with, and synthesize feedback from Wealth Managers and Product Desks

●Research new technologies, identify and learn best practice, adapt quickly and provide technical guidance to other team members

●Work with multiple globally distributed teams to deliver end-to-end solution across regions

●Design, development and maintenance for Brokerage Trading Web Applications

●Excellent knowledge of Java technologies including core Java, Spring, J2EE and application containers such as Tomcat

●Used ServiceNow and Remedy ticketing systems to organize and track internal problems and customer support issues.

●Administered incident response and break-fix systems using salesforce..

●Designed and documented relevant system code and configurations.

●Explained system integration topology and related transactions.

●Met broader group responsibilities as needed.

●Deployed and promoted new products from one environment to the next (e.g. QA to Production) and verified deployment to ensure rollout accuracy.

●Develop, manage and maintain change management documentation to comply with IT change management processes

●Work directly with Business POC's and independently perform development, testing, implementation and documentation relates to the SalesForce.com development

●Work with business leaders and the current development team to document and develop enhancements to our current Salesforce.com org

●Recommend, schedule, and perform software improvements and upgrades for optimal performance

●Performs administrative responsibilities to include custom fields, workflows, validation rules, user management, etc

●Develops work plans or reviews other work plan timelines and manages workflows to meet project timeframes

●Working with management and end-users to create and manage workflow rules, data validation, processes and flows

●Work with management, create and manage complex workflow rules, data validation, and triggers

●Create and manage custom objects, fields, formulas, validation rules, custom workflow, and approval processes

●Make recommendations for enhancements and modifications to improve system performance, efficiency, internal business process, and reporting

●Work Closely with Team Lead or Project Manager to develop solution in accordance to the system design

●Work with Manager to provide scope and timelines

●Provide hands-on, expert-level technical assistance to developers

●Works within established procedures to develop, test, implement, and maintain application software

●Configured, installed, and supported desktop computers, laptop computers, printers, monitors, portable data storage devices, and other general peripherals.

●Received, tracked, and dispersed IT assets (laptops, desktops, printers) in inventory to end users.

●Performed hardware and software IT asset management including delivery, staging, tracking and disposal.

●Performed account management functions in Active Directory

●Provided support on complex hardware and operating system software Opened, tracked, updated and resolved incident and problem tickets.

Washington D.C

End User Support May 2012 – May 2020

●Used SCCM ticketing systems to organize and track internal problems and customer support issues.

●Installed and ran virus protection and configure firewalls

●Installed, configured and troubleshot, hardware and software on Macs, PCs, printers, phones, laptops, and tablets

●Setup Wi-Fi Networks and connect devices

●Administration of FileNet systems performing transitions to capture, store, manage, secure, and process configuration and build information.

●Designed new workflow maps using Process Designer in FileNet Workplace to satisfy client's request of new inbaskets and routing process. Also modified many existing workflow maps to fit the client's needs as requested.

●Extensively used Business Process Framework (BPF) to create new inbaskets and modify the existing inbaskets.

●Used JBoss EventHandler to modify create a custom feel for inbaskets.

●Adding/modifying custom tools in FileNet,to let the user know their items were out of the inbasket.

●Tasked with enhancements in FileNet P8 Business Process Framework, Business Process Manager and Content Manager that encompassed Java, javascript, and .NET coding.

●Performed quality assurance on all products that were implemented in FileNet and scheduled for move to production.

●Deployed and promoted new products from one environment to the next (e.g. QA to Production) and verified deployment to ensure rollout accuracy.

●Provided FileNet system administration and production support to client in resolving system and application issues. Mentored client on proper and efficient system use.

●Performed maintenance on computers including running defrag, desktop cleanup, uninstall unnecessary software

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