Chimere B. Email & Phone Number

Washington, Dc, Us

Irvine, California, Us

• Support small businesses to Fortune 500 companies with diagnosing and resolving issues related to our software interacting with their infrastructure• Identify network communication issues using tools such as Fiddler and Wireshark• Resolve database and business intelligence tool issues from connecting platforms: Hive, Azure, BigQuery, IBM, Oracle, PostgreSQL, Redshift, SAP Hana, SharePoint, Snowflake, Tableau, etc.• Create articles for internal and external knowledge base when related information is not present using KCS methodology practices

Falls Church, Virginia, Us

• Diagnose and resolve a large range of software, hardware, A/V, VTC, PC/MAC, mobile devices, and network connectivity issues via remote, email, phone, and/or on-site visits• Triage ticketing queue across team of 5 • Provide 24x7 nights/weekends Tier I/II support for all employees (in-house, overseas, US-based) • Provide situational awareness for large scale issues to customers via email• Monitors and reports hardware/software/network escalated incidents to Senior leadership• Create daily reports for leadership detailing all mission critical (current and/or future) activity• Recommend process changes to improve incident resolution timeframes outlined within the Service Level Agreements (SLAs)• Liaise with Operations, Network, and Database teams to resolve application issues • Document productivity and performance of team members• Create, distribute, and update “How To” documentation on common issues• Train and mentor new Service Desk techs on products, processes, and professionalism

Lanham, Md, Us

• 24x7 tier II/III support for all escalated issues for companies 800 employees • Diagnosed and resolved a large range of software, hardware, mobile devices, and connectivity issues via remote desktops tools and/or on-site visits• Quickly resolved complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections, and more• Created "How To" documentation/Provide training for employees on most popular issues

St Paul, Mn, Us

• Created domain using Windows Server 2012 R2 OS on HP Enterprise level hardware • Administered Microsoft Active Directory to create organizational units (OU), Group Policy Objects, and/or users assigning permissions and security policies• Perform file system configuration allotting space to each group within the domain• Use group policy to deploy applications for users• Perform server backups

Falls Church, Virginia, Us

• Selected by top-level management to create more efficient methods of problem solving to please customers and agents• Provided end user support to all UMUC students and faculty worldwide related to financial aid, online classroom issues, and admission questions/concerns • Utilized Salesforce to document between 700-900 monthly calls with a customer satisfaction rating of 95% and a 100% daily ticket closing rate

• Increased team productivity by 30% through restructuring work distribution system between Support Specialists and Developers• Provided end user software support for all internal and external users across 35 states• Team of 2 resolved 50-100 daily tickets received via ticket queue, chat, emails, and/or video meetings• Documented issues in ticketing system and escalated to Dev team when needed• Followed up with developers and customers daily on all escalated tickets until the issue was resolved

Greensboro, Nc, Us

• Subjects – Database Design / Social Implications of Computing• Provided individualized mentorship and supplementary academic assistance to collegiate level students. • Collaborated with Master Instructional Strategist to design/formalize lesson plans, examinations, practical exercises, and student handouts. • Made effective use of curriculum-based products researching, developing, writing, revising, and reviewing content of course materials.

Alexandria, Virginia, Us

• Participated in three-week program led by NSBE engineering students and technical professionals dedicated to pursuing professional excellence and giving back to the community. Designed for African-American and other underrepresented minority children in 3rd through 5th graders or current 6th through 8th graders. Campers worked in teams, using their knowledge to solve problems and create products while discovering underlying math and science principles involved.

Master'S Degree, Computer And Information Systems Security/Information Assurance

Bachelor'S Degree, Computer Science

Minor, Applied Mathematics