Deon Douglas Email & Phone Number

Washington, Dc, Us

Washington, Dc, Us

Washington Dc-Baltimore Area

United States

• Delivered expert technical support, resolving complex hardware, software, and network issues, achieving a 95% customer satisfaction rate.• Administered user accounts, managing Active Directory and efficiently handling over 600 user accounts, ensuring secure and streamlined access.• Led system upgrade projects, spearheading the implementation of critical software and system upgrades, improving system performance by 30%.• Enhanced cybersecurity measures, conducting thorough security audits and enforcing robust security protocols, reducing security incidents by 40%.• Optimized IT service delivery by utilizing ServiceNow to enhance ticketing processes, increasing ticket resolution rates by 25% and boosting overall service efficiency.• Conducted end-user training, developing and delivering programs for over 120 employees, improving their technical skills and reducing support requests by 20%.

• Provided customer support services including configuration, installation, and maintenance of IT equipment like switches, desktops, and laptops.• Responded to user inquiries via phone, email, or in person, providing clear and concise instructions and solutions.• Collaborated with IT team to identify trends in user issues and recommend improvements to enhance system functionality.• Utilized ticketing software to monitor service desk tickets, track incidents, and troubleshoot customer service issues.• Supported clients with information on upgrades and resolved computer-related issues for both internal and external users.• Administered Active Directory group policy, creating and managing end-user accounts.• Diagnosed and resolved software, hardware, and connectivity issues, providing technical training to end-users.• Used virtual software systems (Skype, Zoom, Microsoft Teams) to address customer issues, open tickets, and escalate as necessary.• Identified functional areas of customer-reported problems, categorizing them as hardware, software, or telecommunication issues.• Tracked and reported status updates and communications to relevant parties, ensuring transparency and accountability.• Assisted with "Break/Fix" tasks and performed installations, additions, and changes for computer peripherals and device drivers.Key Accomplishments: • Successfully troubleshoot and resolved IT and application issues for over 2000 users, ensuring minimal disruption.• Maintained call handling efficiency, resolving an average of 47 calls per day with an 80% first call resolution rate.• Enhanced system uptime to 99.9% by proactively identifying and addressing potential issues, ensuring consistent availability.

United States

• Created, monitored, and reimaged VDI environments using VMware for optimal performance and user experience.• Supported Office 365, Server 2008, and Server 2012, handling end-user issues via ServiceNow ticket system.• Granted PKI access and managed other daily system access requirements for secure and efficient operations.• Supported and administered Active Directory, ensuring efficient user management and directory services.• Installed, optimized, and configured servers and application upgrades in existing network environments per regulations.• Installed and configured secure environments, VPN connectivity for virtualized server environments, and clients.• Managed Windows/Linux systems, providing periodic maintenance, technical support, and systems engineering services.• Maintained MS Exchange Server, troubleshooting and resolving server problems to ensure continuous email service.• Implemented disaster recovery procedures and administered user accounts, ensuring data integrity and availability.Key Accomplishments:• Resolved 95% of service requests within 24 hours, significantly improving response time and user satisfaction.• Enhanced server performance by 30%, reducing downtime and increasing operational efficiency across the network.• Managed and configured over 50 virtual desktops, ensuring consistent performance and user accessibility.