Bryan Pasimio Email & Phone Number

Herndon, Va, Us

Maintained/configured windows 10/11 build using SCCM.Perform daily SCCM administration.Troubleshoot failed SCCM deployments and health issues.Used PowerShell for software deployment.Utilized ServiceNow to track/manage tickets.Maintain SCCM core components, settings, software packages, client health.Provides weekly assurance that all end user devices (physical and virtual) are accounted for, patched, and in conformance to known good baselines.Configure, test, and deploy software packages in SCCM.Configure boundaries, distribution points and new primary/secondary sites if needed.Tests security patches and configuration changes to minimize impact on end users.Provided quarterly and monthly patching reports for servers and end user workstations.Create and manage accounts using Active Directory and Azure ADCreate software packages using Intune for deployment.Utilizes Patch My PC (PMPC) in both Intune and on-prem MECM instances for 3rd party package / app creation and maintain versioning standards across the enterprise.Deployed/configured/implemented Sentinel One for entire collection of workstations/servers.Manages endpoint encryption (Previously McAfee DE, currently Bitlocker), web controls, and anti-x agent (SentinelOne, McAfee Agent/ePolicy Orchestrator, ForeScout) monitoring of workstations across the enterprise. Creates and deploys exclusions as needed and manages network controls, blacklists, path exclusions, and firewall/removable media exception requests.Configure and manage Apple devices remotely using Addigy.Implement device settings, policy and configurations for optimal performance using Addigy.Deploy and update software applications across Apple devices.Utilize scripting and automation features within Addigy for streamlined tasks.Monitor and apply OSX updates and patches to ensure security and stability.Integrate Addigy with other IT management tools for seamless workflows.

Reston, Va, Us

• Worked primarily 3rd shift hours• Managed tickets using Remedy Case Manager• First point of contact for system outages• Monitored Linux and Windows systems using Solarwinds and Splunk• Managed RSA tokens and McAfee Encryption lock out codes• Process new hire and terminations including removal of group memberships and access to platform sets• Troubleshoot/Diagnose Citrix Workspace issues dealing with connectivity, slow sessions, login issues.• Troubleshoot VPN issues including connectivity, login issues.• Manage user accounts using Active Directory• Create Everbridge conference calls during outages• Escalate and contact POC's when needed for system outages

New York, Ny, Us

• Provided deskside and remote support for College Board employees and consultants.• Installed software, modified and repaired hardware and resolved technical issues.• Troubleshoot Pulse Secure connectivity issues• Help with onboarding for New Hire employees and employee terminations.• Created and configured Cisco VOIP phones for employees.• Used HP MGS ticketing system to manage help desk tickets.• Imaged laptops using dell kace.• Managed user accounts using Active Directory.• Used Service Now to track and order computer equipment.• Received and shipped computer equipment.• Configured iPhone and androids for employee use.• Troubleshoot basic networking issues.

Hanover, Md, Us

• Created and manage accounts using active directory.• Worked on trouble tickets using remedy.• Installed approved software and hardware• Troubleshoot computer hardware and software issues.• Answered phone calls at the help desk.• Imaged computers using Symantec ghost.• Managed and configured laptops for teleworking.• Installed and troubleshoot VPN software.• Troubleshoot PKI issues• Used dameware to remotely troubleshoot workstations.

• Resolved customer issues in a clear, courteous and straightforward manner.• Worked on and troubleshoot windows base operating systems• Provide desktop support for multiple FBI sites.• Provided support on massive next generation computer upgrades on multiple FBI sites.• Provided support on all FBI and non FBI personnel.• Installed software, modified and repaired hardware and resolved technical issues.• Troubleshoot and resolve computer hardware, software, printer, phone or network problems• Used Active Directory to create/modify user accounts and computer accounts.• Used remote desktop and SMS to remotely fixed desktop issues.• Installed, repair and configured Lexmark MFP printers.• Re-imaged computers using SCCM remote network imaging.• Received an award for IT support during the government sequestration.• Submitted request forms on behalf of users for additional access to servers.• Granted access to share drives and created active directory accounts.• Setup Lexmark printers on the server.

• Tier 2 level remote IT support for broad array of FEMA systems and user account management in support of the FEMA Enterprise Service Desk. • User account management for dual factor authentication needed for remote access to internal network.• Network access troubleshooting.• Group account access and administration through Active Directory.• Provide remote system support (external and internal) through Bomgar Remote Console software.• Blackberry mobile device troubleshooting and activation through Blackberry Exchange Service.• FEMA specific application management on government issued mobile devices (iPad, iPhone, Blackberry, and Android).• Commercial and FEMA specific software installation/updates on systems as required for government customer.• Server mapping and access management.

• Resolved customer issues in a clear, courteous and straightforward manner.• Worked on and troubleshoot windows base operating systems• Provide desktop support for multiple FBI sites.• Provided support on massive next generation computer upgrades on multiple FBI sites.• Provided support on all FBI and non FBI personnel.• Installed software, modified and repaired hardware and resolved technical issues.• Troubleshoot and resolve computer hardware, software, printer, phone or network problems• Used Active Directory to create/modify user accounts and computer accounts.• Used remote desktop and SMS to remotely fixed desktop issues.• Installed, repair and configured Lexmark MFP printers.• Re-imaged computers using SCCM remote network imaging.• Volunteered on multiple projects and mass deployments for the FBI.• Received an award for IT support during the government sequestration.

• Installed software, modified and repaired hardware and resolved technical issues.• Worked on and troubleshoot windows base operating systems• Provided base level IT support to non-technical personnel within the business.• Displayed courtesy and strong interpersonal skills with all customer interactions.• Trained new employees and explained protocols clearly and efficiently.• Configure Blackberry software and hardware• Provide support for the Defense Logistics Agency building• Configure and troubleshoot desktops and laptops using Microsoft XP operating system• Troubleshoot and resolve computer hardware, software, printer, phone or network problems• Made use of active directory to create user accounts, computer accounts.• Worked on the call center to log and create tickets called in by users.

Reston, Va, Us

• Effectively managed a high-volume of inbound and outbound customer calls.• Answered a constant flow of customer calls with up to 100 calls in queue per minute.• Made reasonable procedure exceptions to accommodate unusual customer requests.• Addressed and resolved customer product complaints empathetically and professionally.• Provided accurate and appropriate information in response to customer inquiries.• Gathered and verified all required customer information for tracking purposes.• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.• Referred unresolved customer grievances to designated departments for further investigation.• Trained staff on how to improve customer interactions.• Support Army Knowledge Online, corporate intranet for the US Army for active and retired military• Provide technical support for Soldiers, Army employees, retirees and family members worldwide with over 1.9 million registered users

Associate'S Degree, Information Technology

Associate'S Degree, Information System Technology