Andrae Harris Email & Phone Number

Fort Washington, Md, Us

-Actively participated in implementation, migration, testing, validation of project templates-Create templates based on stakeholder requirements to assist with current work management limitations-Provide support for user administration and privileges modifications-Managed projects and configure Panorama implementations for multiple different FDA offices-Analyzed FDA work flows to gain a deeper understanding of regulations, and process requirements-Identify, classify, triage, and resolve all help desk tickets created within Panorama by end users.-Account management which consists of management of user profiles and roles, resolving log-in issues, password resets, timely and accurate responses to Panorama questions, and network issues-Respond to queries either in person, chat or over the phone.-Write training manuals.-Create report for Workfront users-Create user accounts-Train computer users.-Resolve navigation, browser, and configuration questions that involve advance troubleshooting of technical environment issues that impact the performance of the Panorama application-System Monitoring that includes identifying, classifying, and solving all incidents involving "Panorama Client Service Manager queue; in addition to creating new tickets when necessary.-Time Reporting

Nih National Institute Of Dental And Craniofacial Research (Nidcr)

• Provide IT Support for Windows and Apple devices (Laptops, Desktops, Mobile devices and Tablets)• Install network printers and map network drives.• Troubleshoot, Coordinate, escalate if necessary and Resolve end-user issues• Provide technical assistance and support for incoming queries and issues related to computersystems, software, and hardware.• Respond to queries either in person or over the phone.• Write training manuals.• Train computer users.• Maintain daily performance of computer systems.• Respond to email messages for customers seeking help.• Ask questions to determine nature of problem.• Walk customer through problem-solving process.• Install, modify, and repair computer hardware and software.• Clean up computers.• Re-image devices and add to proper naming convention in Active Directory and Asset Management application.• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.• Install computer peripherals for users

University Of Maryland University College

• Receive incoming phone calls, chats, and emails assisting users with internet connectivity issues to the University hotspot and home internet, installing and uninstalling software and programs to or from pc, removing virus/malware from pc and resolving technical problems within the University Learning Management Systems through troubleshooting steps and remote sessions to user pc.• Troubleshoot internet browsers such as Internet Explorer, Firefox, Google Chrome, and Safari.• Support Air Watch and Google applications used by faculty and staff members.• Support Microsoft office 2007/2010/2013, Windows XP/VISTA/7/8, Mac OSX 10.6/ 10.7/10.8/10.9, Android and IOS mobile devices and tablet.• Support over 95,000 students, faculties and staff. Support Military Students and Faculties in Europe and Asia.• Use Webex application to connect remotely, use both Parature and Salesforce as ticketing systems, Administrator to school Learning Management Systems which are Webytcho, Leo and MyUMUC. Admin to Fischer password reset tool.• Senior Agent with additional responsibilities of creating Articles for Knowledge base, writing training manuals to train new IT agents as well as refresher training for existing IT team, Subject-Matter expert.• Train Employees on using Avaya One-X agent to work remotely and connect to Cisco AnyConnect VPN.• Support Portal Putty and Filezilla with use of Nova and Polaris.• Use Snipping tool to create knowledge base articles• Support Virtual Desktop application used by students to virtually connect to University servers and VMware Horizon.

Largo, Md

• Responsible for all aspects of computer functionality such as virus detection and prevention, hardware and software troubleshooting, and equipment repair.• Maintained user accounts and workstations using Active Directory• Served as a Helpdesk technician for over 600 computers• Managed over 1000 accounts regarding sales and troubleshooting• Provided tech support trouble shooting all three services provided (cable, internet, and phone)• Helped customers with a step by step procedure to allow for easy troubleshooting experience.• Trained new tech support reps in sales and troubleshooting for cable boxes• Handled customer disputes and discrepancies on their accounts.• Main point of contact for sales and troubleshooting tactics.