Lamont Burton Email & Phone Number

Washington, District Of Columbia

• Provide Tier 2 level support to users apart of the International Trade Administration at the US Department of Commerce via phone, email, Skype IM, or deskside;• Serve as point of escalation for issues in the areas of Windows 10 software, hardware repair/troubleshooting Dell and Microsoft devices, networking (DNS/TCP/IP), and Microsoft Office 2016/0365;• Utilize System Center Configuration Manager to image and deploy software to PC’s and Laptops;• Configure and troubleshoot local and network printers;• Assist with the set-up and resolving of conference room audio/visual connections;• Assist staff with office moves and workstation deployments; and• Create, update, resolve, or escalate requests and incidents via ServiceNow ticketing system

Washington, District Of Columbia

• Provide desk-side, phone, and email support to 900+ users within the US and Europe, including VIP users;• Provision and de-provision all user and Admin accounts within Active Directory and email accounts within Office 365• Utilize Windows Server 2012 and PowerShell to manage group policy, folder permissions, and Printer driver management• Provide support to staff in the areas of Hardware repair (Dell products), Remote Access (Cisco AnyConnect and VMWare), VOIP (Cisco CUCM platform/Cisco Jabber), Networking (DNS, TCP/IP, and Wireless Connections), Network Printers (configuring and repair), Conference room equipment, Windows 7/10 OS, and Microsoft Office 2013/2016;• Assist with the configuring of Raspberry Pi devices (2nd and 3rd generation);• Remotely support NEC-model Monitor displays using NaviSet Administrator;• Utilize System Center Configuration Manager to image and deploy software to PC’s and Laptops;• Maintain Asset hardware inventory within Samanage;• Record and document incidents using Remedy and Salesforce Service Cloud ticketing system• Serve as back-up to manager for purchasing computer equipment and peripherals

• Provide Tier 2 level support to 12,000+ World Bank employees, including VIPs, based in the U.S. and overseas; • Support areas of Remote Access (VPN connection, Apple, and Android Devices), RSA token (Pin resets and issuing of temporary token codes), Outlook 2013 email client, Microsoft Office Suite 10, Windows 7 OS, Internet Explorer 10/11, Safari, and Firefox browsers, Android and iOS devices, password resets; • Provide support in the configuration of Mobile Applications (Lotus Notes Traveler, RSA, Touchdown, Mobile Iron, Junos Pulse, and SAP Approval);• Configure and provide basic troubleshooting of WebEx Conferencing Application and Video Bridge / Telepresence Room Scheduling; • Provide support for International Finance Corporation based financial applications (iDESK, iPortal, IFCDocs);• Record and documente incidents using Remedy ticketing system; and,• Assist the Knowledge Management team with testing, proposing, creating, and auditing FAQs for various applications, projects, and solutions.

Washington D.C. Metro Area

• Provision User and Admin accounts within Active Directory, RSA accounts, and Lotus Notes and Outlook email accounts for 12,000+ International Finance Corporation employees; to include VIPs based in the U.S. as well as internationally;• Create, edit, and disable Outlook and Lotus Notes email groups and service accounts; along with other various applications used by IFC staff;• Audit applications and systems to ensure proper access and provide password support;• Manage incidents relating to all Services in conformance with established Incident Management practices• Train new employees on policies and procedures• Increase productivity by resolving escalations and issues that need immediate attention• Process quarterly application audits/certifications using Sailpoint

• Provided Tier 2 level support to 12,000+ World Bank employees, including VIPs, based in the U.S. and overseas; • Supported areas of Remote Access (VPN connection, Apple, and Android Devices), RSA token, Lotus Notes 8.5.2 email client, Microsoft Exchange, Microsoft Office Suite 10, Windows 7 OS, Internet Explorer 10/11, Safari, and Firefox browsers, Android and iOS devices; • Provided support in the configuration of Mobile Applications (Lotus Notes Traveler, RSA, Touchdown, Mobile Iron, Junos Pulse, and SAP Approval);• Configured and provided basic troubleshooting of WebEx Conferencing Application and Video Bridge / TelePresence Room Scheduling; • Recorded, and documented incidents using Remedy ticketing system; and,• Assisted the Knowledge Management team with testing, proposing, creating, and auditing FAQs for various applications and projects.• Trained new employees on policies and procedures

Savvis/Centrury Link

• Oversaw a team of four and trained new employees on Operator duties and policies;• Handled incoming calls to the World Bank Group from external/internal callers; and, • Executed daily operator statistical reports, time off requests, and team audits.

• Successfully diagnosed customer problems and delivered solutions;• Researched, identified and reported trends in service and equipment problems;• Promoted and sold services while ensuring company sales goals are met on a monthly basis; and,• Troubleshot and resolved cable television and internet-related problems via phone.

Richmond, Virginia Area

• Adequately conducted sales assistance and purchases in compliance to organization; • Stocked the merchandise to maintain customer satisfaction and reduce customer complaints; • Managed quality assistance for repeat and infrequent customers; and,• Assisted visual merchandisers with mannequin styling, display window design, and overall store merchandising.

Richmond, Virginia Area

• Assisted lead technicians in help desk support on various PC and Mac machines including: Win 95/98/NT/2000/XP/Vista, and MacOS;• Installed, removed and reformatted hard drives, and external and mobile storage devices; • Installed of Windows 9x, 2000, XP, 7 Microsoft Office, Microsoft Server 2000, Java Plug-in, and Adobe applications;• Assisted with the creation of user accounts within Active Directory;• Maintained and updated asset hardware inventory;• Cat 5e cabling and deployment of computer labs and offices; and,• Performed Desktop Imaging/Re-imaging (Disk Utility) and data back-ups and transfers.

Associate Of Science (A.S.), Information Technology

Information Technology

Activities and Societies: Gospel Choir

Information Technology

Activities and Societies: Gospel Choir

Computer Technology/Computer Systems Technology, A

Activities and Societies: Tech Ethics SocietyA+ Dual Enrollment Course

Advanced Diploma, 3.8

Activities and Societies: Marching Band, National Honors Society, Beta Club, and Gospel Choir