Deon Douglas Email & Phone Number

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.

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.