Customer Service Technical Support

Elhadji Gora Thiam

Summary:

** *****’ experience in Enterprise Network Management, Hardware, and Users applications and Servers support. Working knowledge of Microsoft Azure, Office 365.

Experience in Windows Server administration and maintenance including Active Directory and Group Policy management, VMWare, Hyper-V, SCCM

Experience in scheduling and performing preventative and corrective maintenance procedures and repairs

Excellent troubleshooting and customer service skills to quickly meet the business needs

Experience in designing complex systems consisting of a wide variety of programs, procedures, and forms

Lead Team to implement Email Archiving solution to meet Department Retention and Policies

Experience in setting up desktop computers and peripherals and testing network connections

Experience in overseeing the local configuration of a new server and building application servers as well as configured and deployment of desktop hardware and software into the new network environment.

Experience in fixing server and security problems that impact the network

Experience in planning, implementing, and testing disaster recovery solutions

Experience in managing for creating deployment packages and custom applications

In-depth knowledge and experience in enterprise network systems planning, design, configuration, and management

Experience in maintaining the inventory for the refresh program and running reports for the computers and laptops in the environment

Experience with virus removal and system lockdown

Experience in improving existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications

Solid skills in network integration with database systems, web server, application server, Secure File transfer servers and desktop applications

Experience in handling daily technical support activities on desktop support, data network and server management

Experience in network security and firewall configuration

Experience in evaluating system potential by testing compatibility of new programs with existing programs; confirms program objectives and specifications by testing new programs

Experience in Project Management, Systems Development Life Cycle, and Infrastructure Change Management

Experience in installing and testing hardware and peripheral components; loads appropriate software packages such as operating systems, networking components and office applications

Working experience in Integration and Migration of Promontory Infrastructure into IBM cloud

Experience in establishing and maintaining effective working relationships with vendors, management, technical co-workers and support specialists, and system users

Extensive written & verbal communication skills, interpersonal skills, initiative taker, and creative problem solver with astute attention to details

Education:

High School Graduate: 1984

Bachelor Economics University of Dakar, June 1987

M.B.A. Finance, University of the District of Columbia, May 1994

MCSE, Orange Technical Institute, Gaithersburg, MD,

CCNA, Liming Computers, Springfield, VA,

Deployment Microsoft XP Professional, KEI Pearson Advanced Training Center, Arlington, VA,

MCSE And Security, Nextec, Concessions Pentagon Washington, DC 20310,

Federal Information Systems Security Awareness

Security Awareness Certificate (2011 to 2019)

SECURITY BACKGROUND CLEARANCE

Professional Experience:

Cambium Learning, Washington DC January 2022 to August 2022

Senior Desktop Administrator

Install and configure switches: 2 units Cisco catalyst 9500, 23 units of Cisco catalyst 2960-X 48-port

Maintain the inventory for the refresh program and run reports for the computers and laptops in the environment

Deploy new Cisco Wireless access point model 2702 AK-9

Relocate to new Racks Cambium firewalls, and routers

Handle daily technical support activities on desktop support, data network and server management

Replace and configure Smart UPS

Installed SCCM 2012 on Windows Server 2012, 2016 and 2019

Configure Xerox network printers and peripherals

Evaluate system potential by testing compatibility of new programs with existing programs; confirms program objectives and specifications by testing new programs

Involved in SCCM Implementation and deployment

Set up desktop computers and peripherals and test network connections

Configured SCCM Maintenance and backups to backup off site to another server

Develop systems software and systems software testing procedures

Remap all LAN drops to the patch panels

Improve existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications

Test all LAN connections to switches

Fix server and security problems that impact the network

Relabel all new fiber patch panels

Establish and maintain effective working relationships with vendors, management, technical co-workers and support specialists, and system users

Troubleshoot users network connectivity issues

Install and test hardware and peripheral components; loads appropriate software packages such as operating systems, networking components and office applications

Schedule and perform preventative and corrective maintenance procedures and repairs

Federal Reserve Board, Washington DC March 2020 to June 2021

Senior Desktop Administrator

Work in an Active Directory Team environment

Installed and test hardware and peripheral components; loads appropriate software packages such as operating systems, networking components and office applications

Manage environment infrastructure for vulnerability compliance and remediation with Nessus

Manage Building Automation System Niagara4 Servers, application monitor and troubleshoot and user access

Manage FM Interact Servers; application monitor and troubleshoot and user access administration; Manage MYSQL server and databases

Responsible for creating deployment packages and custom applications

Manage Ecodomus (Building Information Management) application monitor and troubleshoot and user access administration; Administer SQL servers and databases

Configured Windows firewall to allow ports and protocols for SCCM and SQL

Scheduled and performed preventative and corrective maintenance procedures and repairs

Configured SCCM Maintenance and backups to backup off site to another server

Manage CCURE 9000servers monitor and troubleshoot and user access administration; Perform servers failover; Monitor Arcserve and Traka collaboration and Integration

Handled daily technical support activities on desktop support, data network and server management

Upgraded SCCM to latest version 2002 for all sites with no downtime or errors

Manage NewForma application version 11.7 server monitor and troubleshoot and user access administration

Work in NewFormacomplete environment upgrade to version 12.4 Team

Designed complex systems consisting of a wide variety of programs, procedures, and form

Manage Traka application server monitor and troubleshoot and user access administration

Manage Tripwire server

Manage SQL 2016 and SQL 2019 database servers

Work on databases migrations and tests

Work on servers decommission procedures and implementations

Promontory Financial Group, Washington DC November 2011 to September 2019

Server Administrator

Provide Tier2 and Tier 3 user applications and servers support

Built and Managed Enterprise Secure Networks: Built Windows 2019 R2 Secure Domains: Domain Controllers; Files Servers

Established and maintained effective working relationships with vendors, management, technical co-workers and support specialists, and system users

Built and managed virtual servers with VMWare

Manage Exchange 2013

Knowledge of Enterprise Vault and Barracuda Load balancer

Set up desktop computers and peripherals and test network connections

Used NIST / CIS benchmarks for compliance hardening

Deploys applications & remediate workstations using Microsoft's System Center Configuration Management (SCCM) system

Fixed server and security problems that impact the network

Work on Infrastructure Remediation Team for hardware and software vulnerability compliance

Monitored Promontory networks for security breaches and investigated violations

Manage inventory SCCM Branch Distribution Points

Evaluated system potential by testing compatibility of new programs with existing programs; confirms program objectives and specifications by testing new programs

Prepared reports which documented security breaches and extent of damage caused by breaches

Conducted penetration testing and located vulnerabilities in systems before they could be exploited

Scanned sites for malware and security risks on a regular basis

Quarantined and removed any security issues found

Scheduled and performed preventative and corrective maintenance procedures and repairs

Develop and maintain Altiris Deployment Solutions

Manage Promontory Radar Platforms, a proprietary Regulatory compliance monitoring system

Configure and manage IIS8 Webserver

Manage websites SSL certificates

Designed complex systems consisting of a wide variety of programs, procedures, and forms

Manage Interaction, a Lexis Nexis Customer Relations Manager application

Built and Managed Tikit Server Suite, an eMarketing solution

Installed and Managed Symantec Enterprise Protection

Built and Administer SQL 2017and 2019 Enterprise

Built and Managed SharePoint servers

Manage Tripwire server

Manage SOPHOS

Manage RSA

Manage Apache Tomcat and Java base application

Worked with Nessus to determine vulnerabilities and to implement remediation

SecITNet Services, Greenbelt MD June 2010 to October 2011

Desktop Administrator

Managed Enterprise Network Infrastructure

Set up desktop computers and peripherals and test network connections

Managed Active Directory: Domain Controllers, File Servers, Printer Servers, Windows servers 2003 & 2008,

Setup Group Policies

Provide Tier2 and Tier 3 user applications and servers support

Worked in Desktop roll out Team

Improved existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications

Planned, implemented and tested disaster recovery solutions

Track the application status through SCCM if it’s successful, failed or unavailable

Developed systems software and systems software testing procedures

Developed detailed technical documentation for server specific hardware and software

Excellent troubleshooting and customer service skills to resolve hardware, software and peripheral problem

Manage VMWare console and built virtual servers

Scheduled and performed preventative and corrective maintenance procedures and repairs

Installation of SCCM client on new machines

Worked with Orion Network Performance Monitor for performance tuning, maintenance, and optimization of all data center systems

Established and maintained effective working relationships with vendors, management, technical co-workers and support specialists, and system users

Managed Proprietary Delivery Dispatch system; A SQL based system integrated with Trim view that provides GPS support for Trucks position. Worked on Visual Basic scripts

Designed complex systems consisting of a wide variety of programs, procedures, and forms

Managed Video Conference Equipment; Managed and Maintain SQL database, Access databases, Genesis.

Managed routers, switches, firewall

Evaluated system potential by testing compatibility of new programs with existing programs; confirms program objectives and specifications by testing new programs

Bureau of Reclamation, Dept. of Interior, Washington DC May 1999 to November 2009

Senior Technical Support Specialist

Create and Manage Active Directory Objects

Participated in Exchange Enterprise Management Team to implement Exchange server migration; Lead Email Archiving Solutions Team

Build Windows Server Update Services on Windows 2003Enterprise Serve

Built Sharepoint server 2007

Worked with Preparation Team for Windows 2003 Active Directory Migration

Upgrade and maintain GroupWise mail server to version 6.5.7

Implement Daylight Saving Time on desktops and GroupWise

Implement CIS benchmark on all desktops

Design and Provide Desktop security policy settings on desktops;

Build Desktop recovery Image CD with Drive Image and Acronis 9.1

Managed SCCM for software updates

Install and monitor Cisco Switches 5000

Setup Wireless network

Monitor Network Statistics Y2K redemption of software applications, Tested Y2K compliance on hardware& Software, Monitor daily backups

Managed tape backups

Install and Troubleshoot Database applications

Support and Train new Users on database application: TASS, FIRS, IDEAS PD. Install and administer GroupWise 6.5 email server and clients

Migrated users NDS accounts and email databases between regions

Administer Novell Server

Administer Nessus server

Monitor servers and workstations for security compliance

Install Printer Hardware;

Create SOP document of troubleshoot techniques;

Assist and give recommendations to Managers on procurement of Software and Hardware

Setup and Manage Blackberries

Setup and Manage PDA

Help build Polycom Video conferencing systems; Tested and supported Polycom VSX 8000 for Video Conferencing setup; Maintain daily Polycom equipment, Managed VPN

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