Eddie Keith Email & Phone Number

Washington, Dc, Us

· Provides desktop support for technical issues in a school setting environment throughout the district.· Resolves incoming ticket requests using Remedy ticketing software. · Troubleshoots first-level technical support, desktop issues, and network incidents.· Assists with installation, operation and maintenance of District owned desktop software.· Provides technical expertise related to Teams, Office 365 and Windows operating systems.· Provides IT support and assistance for software, hardware, and assessed IT system and software performance.· Resolved incoming ticket requests and personnel IT inquiries via email, phone and at the offices.· Collaborates with the IT leadership team to test and implement cost effective technology. · Consistently maintains and or exceeds service level agreements. · Facilitates with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents.· Performs systems fixes, including installing and upgrading software, conducting file backups, and configuring systems and applications.

Rockville, Md, Us

· Monitored and responded to phone calls, voicemails, emails and live chat in a timely manner. · Ensured and adhered to project confidentiality requirements at all times.· Recorded all incoming issues using call tracking software on the computer.· Promptly followed up on all assigned help desk tickets.· Achieved specified First Contact Resolution and Customer Satisfaction goals· Coordinated and directed security services and staff, ensuring compliance with contractual obligations. · Tested software developed by DEVOPS team to ensure functionality and bug fixes were implemented. · Adhered to the department processes and procedures regarding resolving IT concerns, prioritizing urgent tickets, and escalating serious issues to the appropriate personnel.· Documented technical support processes and procedures for internal reference and maintained service desk records in adherence to the department's guidelines and procedures.

· Performed IT functions remotely, including wiping multiple Apple devices through MDM.· Utilized Continuum RMM to connect to computers and perform troubleshooting remotely.· Developed an internal knowledge base and training manual to provide guidance and support for end-users.· Reimaged laptops and built and encrypted workstations for clients.· Coordinated with IT managers to assess system operations, optimize IT performance, and minimize future issues, including identifying vulnerabilities, testing new software to protect the company's data. · Utilized Zendesk to confer with clients and resolve ticket requests.· Installed Windows 10 using cloning and USB methods.· Coordinated with various departments to identify and resolve IT needs and keep personnel informed of system updates.· Displayed a strong knowledge of System Center Products (SCCM), emphasizing the following Configuration Manager concepts.

· Performed computer maintenance and repairs, including virus removals, hardware upgrades, and systems updates and installations.· Discovered and eliminated computer viruses and malware and provided major repairs in accordance with outside vendors. · Boosted operational efficiency by streamlining processes and performing system installations, updates, and maintenance procedures.· Connected and configured Cisco routers, adjusted and configured networks, and mapped drives. · Troubleshot connectivity issues and identified and diagnosed issues with the network.· Installed network equipment, including routers, firewalls, access points, and other networking devices.