YVONNE NDOPING

Glen Burnie, Maryland. 682-***-**** adyyv6@r.postjobfree.com

SUMMARY

A versatile, motivated, and passionate IT professional with extensive experience in helpdesk, deskside and field technician support. A creative thinker, self-starter, and problem solver. Proven expertise and strong ability to increase reliability, maximize productivity and gain user satisfaction by managing, troubleshooting hardware, software and networking. Looking for the ideal opportunity to leverage and improve my skills. Easily builds and maintain trusting relationship with clients and colleagues. Committed to continuous improvement and contributing to team success. Areas of expertise include:

− End User/ Application Support

− Active Directory

− Imaging/ Reimaging

− Network Connectivity Issues (DHCP

& DNS)

− Help Desk

− Ticketing System

− Phone Support

− Customer Service

− Hardware & Software Support

− Business Knowledge

− VPN & Remote Dial in

− Troubleshooting

SKILLS & COMPETENCIES

Processes: Incident and problem management, change management, configuration management. Hardware: Desktop, laptops, printer, fax, copier, switches, CCTV camera, phones, tablet, peripherals projectors, digital signs and AV.

Software/Programs: Office 365, ServiceNow, Salesforce, MatrixCare, Networking: LAN, WAN

Operating Systems: Windows XP, 7, 10,11, MAC, Linux Documentation & Ticket System: Remote HQ, Zendesk, Quick Assist, Sharepoint, Maintenance Care. Soft Skills: interpersonal skills, customer service, effective communicator, open mindedness, creativity, critical thinking, problem solving, team player, organizational skills, analytical, time management, detail oriented, great listener, phone support,

EXPERIENCE

System Administrator. Ginger Cove Annapolis- MD July 2022- Present

− Provide application support (community app) on all endpoint (desktop, laptop, ipad, smart phones and tablets) for over 800 users to ensure smooth running of the application. Inputs and updates data in various databases for accuracy in real time.

− Onboard new employees by setting up user accounts in Active Directory, configuring MS Outlook via Exchange or POP, setting up meetings, sharing calendar, address book, contacts. Creating rules and groups, assigning permissions.

− Managed network connections both wired and wireless. Troubleshoot network connectivity issues like blocked websites, endpoints not connecting to the Wi-Fi, IT Support Technician Baltimore County Public Schools (Remote) Aug 2021- June 2022

− Configured and installed user computers, network printers and accessories. Reimaged, encrypted and updated old devices. Ran BIOS tests, formatted hard drives, upgraded memory, backed up files, triaged devices, wiped chromebooks and notebooks.

− Assisted students and teachers using the quick assist remote tool to troubleshoot complex problems.

− Maintained accurate documentation for all course builds and troubleshooting techniques. Created and documented standard operating procedures and submitted detailed notes capturing customer interaction in the ticketing and documentation system (SharePoint & ServiceNow). IT Helpdesk Specialist, The Arc Central Chesapeake Region Oct 2019 – Aug 2021

− Utilized a ticketing system to log, track and document incidents to ensure customer problems were resolved to customer satisfaction.

− Provided technical assistance and support for incoming queries and issues related to Windows 7 and 10 computer systems, software, and hardware.

− Troubleshot and diagnosed technical issues for staff using the ICM and other EHR applications.

− Basic Windows Server administration including Active Directory and File Services. Help Desk Analyst, Sheppard Pratt Health Systems Ellicott City Nov 2018 – Oct 2020

− Utilized communication and interpersonal skills in interacting with users via multiple methods providing top not customer service to resolve technical issues.

− Maximized time management and organizational skills to performed password resets and unlock user accounts, decreasing down time by 40%. Closed an average of 14 tickets a day.

− Established effective working relationships with teammates by engaging in knowledge and information sharing, assist in escalating tickets and operational issues. EDUCATION

Towson University Nov 2021

Project Management

Per Scholas Baltimore June 2021

University of Yaounde 2010, 2011

Bachelor of Laws, Master’s in International Law

CERTIFICATIONS

PMP

Certified Scrum Master (CSM)

SAFe Scrum Master

CompTIA A+, Google IT Support.

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