Deja Wright Email & Phone Number

Richmond, Virginia Area

Richmond, Virginia Area

Provide excellent services through phone to IT users for basic end user related hardware’s and software’s, desktop related LAN network systems.Configuration and resetting the network access accounts whenever required.Installation of new hardware’s and software’s.Processing software’s and hardware’s by coordinating user setups, installations and upgrades.Provide training to end users.

Washington D.C. Metro Area

o Provides Global Support to approximately 3,000 clients in 70+ offices. Duties include supervising and training new employeeso Accountable for team performance and feedback from clients regarding the services provided.o Provides training and proactive solutions for team members to decrease errors and increase productivity; in some cases, resolutions were incorporated in to the Standard Operating Procedures (SOP) Document.o Creates reports for management to evaluate team performance.o Responsible for reviewing the work of team members for accuracy and proper resolution.o Consolidates detailed logs of all physical inventories.o Authorized T-Mobile account user responsible for new orders, cancellations, suspensions of accounts, and resolving billing and plan-related issues for international and local clients.o Accountable for BlackBerry Enterprise and iOS account creation and deletion.o Fulfills a multitude of requests simultaneously to meet client expectations and needs. Many requests were to be completed within an hour of receipt.o Quickly adapts to changing issues by gathering as much relevant information as possible, then working to formulate potential resolutions while providing solutions to prevent further recurring issues. These resolutions were shared with the team to decrease troubleshooting time and lead to increased client satisfaction.o Able to provide quality customer service without noticeable delay. This was accomplished by developing and implementing action plans that established priorities and delegated issues based on team strengths.o Supports an array of applications including RSA SecurID Soft Token (including token conversions), Citrix, and Lotus Notes.o Supports mobile operating systems including BlackBerry, Android and iOS.o Manages the company’s transition from Blackberry to Smartphone devices.o Within first month of hire, closed or resolved around 300 opened trouble tickets in the BMC Remedy Ticketing system.

Washington D.C. Metro Area

o Provides excellent customer service to all clients. o Primary point of contact on all matters related to hardware, software and communications support for the department. o Works in other IT support elements (such as IFC IT Client Services, End User Support, Mobile Device Support, and Audio Visual/Video Conferencing). o Provides video conferencing (Telepresence, Skype, Polycom CMA, WebEx) setup and support for 562 users. o Plan and implement process of IT needs each fiscal year. o Asset management and asset refresh for IFC. o Maintains a proper inventory of all IT related equipment and software which is reported to CBT on a quarterly basis. o Participates in the evaluation and piloting of new products and services, both hardware and software. o Identifies and proposes IT applications that support the department’s work to CBT and assists in the development and implementation of the application. o Provides IT training for staff members, particularly for newly hired staff. o Administers IFC information security standards; including requesting IT accounts (Notes and Windows), SecurIDs, and remote connectivity accounts (as applicable). o Coordinates with the World Bank Group’s Telecom Service unit to set up, transfer, and discontinue voice and data communication for the staff in the office and at home for Business Continuity designees. o Sets up video-conference, audio-visual equipment and other electronic devices for presentations or conferences. o Trains laptop users in remote access systems, such as SSL VPN, Fiberlink, Webmail and Notes replication. . o Resolves 30+ tickets a day. o Administers space usage, both with corporate shared network drives and Notes email archive.

Richmond, Virginia Area

o Facilitates technological issues on a daily basis, along with training of staff on use of hardware and software.o Completes all technical installation, upgrades and technical issueso Setup, and wiring along with software setup and troubleshooting of desktop PC's, laptops, scanners and printers.o Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network desktop/laptop support, printers, scanners, PDAs, iPhones, etc.o Works with procurement staff to purchase hardware and software.o Updates and implemented LogMeIn and LogMeIn Ignition on company iPads and laptops so employees could access their desktop computers