Demarco Wright Email & Phone Number

Fairfax, Virginia, United States

Provided Tier II support via telephone, remote assist, email, chat and in person for escalated issues in order to resolve hardware, software and other technical issues.Provided remote and in-person assistance, installing software, drivers and programs through approved repository.Identified hardware issues, removing damaged parts when necessary ensuring to create repair tickets with OEM manufacture when applicable or reimagining machines through PXE boot.Completed administrative… Show more Provided Tier II support via telephone, remote assist, email, chat and in person for escalated issues in order to resolve hardware, software and other technical issues.Provided remote and in-person assistance, installing software, drivers and programs through approved repository.Identified hardware issues, removing damaged parts when necessary ensuring to create repair tickets with OEM manufacture when applicable or reimagining machines through PXE boot.Completed administrative account maintenance of user/computer profiles through Active Directory.Completed maintenance of Outlook profiles, Microsoft Office 365Performed troubleshooting for common VPN issues, connectivity through Cisco AnyConnect and other LAN connectivity. Show less

Performed routine software management configuration, and installation. Facilitates mapping and troubleshooting user access to shared network resources.Provided impact -and - priority based Incident categorization in order to track progress of all incidents and restore degraded or disrupted services as quickly as possible.Coordinated with Inventory Team in deployment activities regarding imaging, prepping, deploying, asset retrieval, data wiping and asset returns.Participated and… Show more Performed routine software management configuration, and installation. Facilitates mapping and troubleshooting user access to shared network resources.Provided impact -and - priority based Incident categorization in order to track progress of all incidents and restore degraded or disrupted services as quickly as possible.Coordinated with Inventory Team in deployment activities regarding imaging, prepping, deploying, asset retrieval, data wiping and asset returns.Participated and provided OCIO resources in the preparedness, mitigation, response, and recovery efforts for emergencies/ disasters.Managed resolution process in order to meet and/or exceed applicable SLA.Ensured information about these critical events was available to all SD agents for real-time reference.Kept information in the Known Errors database current ovations.Worked with Operational Team to ensure final summary, review, analysis, resolution, and lessons learned are documented in Incident Reports for all major incidents and unplanned service outages. Show less

Followed prescribed scripts for communicating with a customers during calls.Assisted customer step-by-step in order to troubleshoot the reported issue and, if possible, provide an approximate timeframe for problem resolution.Utilized the knowledge base to assist callers with issue resolution.Escalated, as appropriate, incidents or request to the SD lead/manager, or higher for resolution.Communicated with customers via telephone and email.