Edward Chen Email & Phone Number

Washington, DC, US

Arlington, VA

Arlington, VA

Bethesda, MD

• Admin for Active Directory (AD), Mac, Windows PCs, NIH-issued mobile devices, and Mobile Device Management (MDM) Solutions including Good Control and Enterprise, Blackberry Work and Enterprise Service (BES) 5/10.
• Identified and implemented corrections daily for Microsoft Azure cloud migration issues on user PCs, Macs, mobile devices, Microsoft Office 365 and SharePoint.
• Managed helpdesk processes to route incoming tickets, provide end user communication, and resolve issues to support rapid and efficient customer response for 45,000 users across 27 NIH institutes, centers, and offices.
• Responded to user tickets and troubleshot technical issues via phone, email, and remote access using Bomgar.
• Provided Tier II solutions with multiple operating systems (e.g., Android OS, Apple iOS, Apple OS, Windows 7/10, etc.) and services (e.g., AD, Outlook 2010/2016/O365, PIV, RSA Tokens, Good for Enterprise, Good Work.

• Deployed McAfee Encryption and encryption applications on user devices, workstations, laptops, tablets.
• Reported Ransomware virus to security team and advised users on security protocol. Scanned and re-imaged ef-fected laptops.
• Reimaged workstations, laptops, and surface pro’s and ensuring all software was up to date.
• Provided first contact/first level resolution for majority of incoming requests and provided deskside/remoted support to perform diagnostics and analyze issues.
• Installed approved applications and images on company-provided computers or mobile devices
• Properly assign/escalated issues to other support teams as required, and followed up to ensure completion

Washington D.C. Metro Area

Provide daily, on-site support for 2000+ end users and Secretary of Commerce Executive Leadership. Leverage a customer-focused approach to clearly articulate issue and resolution status to Secretary-level staff. Ensure exceptional customer service by managing tickets, resolving issues, and providing user following-up. Deploy McAfee Encryption and.

Silver Spring

Managed helpdesk processes to route incoming tickets, provide end user communication, and resolve issues to support rapid and efficient customer response. Administered remote desktop support through SCCM and Screenshare to over 5,500 Discovery employees globally. Delivered a high-quality customer experience through in-person technical support and issue.

Potomac, MD

Founded and owned The Glossary Detailing, specializing in high-end automotive detailing services.Demonstrated management ability and entrepreneurship acumen in building and expanding a profitable business. Architected and deployed an online social media marketing campaign which resulted in a 60% profit increase. Developed a custom detailing process to meet.