Elijah Raheem Email and Phone Number

Each morning starts with logging into the Ivanti Management Ticketing system and checking for new service request tickets that have been submitted overnight. I then arrange the service request tickets in priority based on severity and contact each user or department by email, phone, in person or remote desktop to resolve the issue. Issues can range from, software install request, hardware repair, troubleshooting, password resets, testing, new hire setup, phone setup and configuration and pc maintenance. In addition to logging into and checking the Ivanti Management system, I open Outlook to check emails for any correspondence to helpdesk tickets or emails from any users with support issues. Midland Group Corporate Technology has me assigned to their Medicare/Life Insurance Company called Life Shield National Insurance where I am responsible for supporting all 65+ employees in this location. In between working on helpdesk tickets, I work on business asset management by maintaining computer, monitors and printer hardware inventory. Asset tags with numbers are placed on each piece of equipment and scanned to a spreadsheet for tracking. Old and out of warranty equipment have the hard drives removed and are stored in a designated location to be picked up by a contracted Destruction service. Warrantied equipment is fixed in the office or a service request ticket is created through Dell for a technician to come on-site for repair or to have device sent to the Dell Repair Center (DRC).

Daily process included logging into the Remedy Ticketing System and addressing various computer related issues via phone, email, face to face or remote desktop. Issues included software installs, printer installs, password resets, computer hardware replacement, Imaging, new hire staging and training room setups. NTT Data Technology Services provided IT support for Call Centers in several companies including Honeywell, FedEx and United Health Care Massachusetts holding over 900 employees. I along with two other team members supported NTT Data’s facility located in Oklahoma City. New and existing equipment was maintained by barcode stickers on each device scanned into a Spreadsheet uploaded into the Remedy software system. All warrantied repairs were done onsite or through the Dell repair center.

Daily work including Project Planning and working with a team of Project Managers to deploy 1500 Dell 2in1 tablets in Cox Communication locations in 19 states across the United States. Project was to refresh and switch out Samsung Tablets for Dell 2 into 1 Tablets to all Cox Field Technician, Install Techs, Lines Man, Construction Operators and Management in designated locations.I was responsible for Imaging, and readying the Dell tablets to deploy to the 19 States and locations. I was responsible for holding four training classes per week, which were two scheduled days with two classes per day until all deployments were completed. Training classes included, readying training room with network switches to connect up to 20 to 24 tablets per class for initial sign-on and setup. Labeling each Dell tablet with each technician’s name based on class scheduling. Placing all Dell tablets along with keyboards, chargers, protective cases and accessories at each desk based on class schedule and seating chart. Instructing class by giving an explanation on what we have changed and why we are upgrading equipment and answering any questions. Giving instruction on switching cellular sim cards and logging into the new Dell tablets for the first time from start to finish using a power point and paper hand out. Inventory analysis was maintained across the United States on each old Samsung tablet being returned, Dell tablets going out to technicians and management and each Dell tablet coming in from Dell Manufacturing. Inventory Asset Management was done using barcode labels and scanning each item into a spreadsheet and into the Service Now Management System (SNOW). Twice a week I attended a meeting to provide status briefing on the inventory and the Dell tablet deployment to HCL management and Cox Business Management.

Daily Duties included onsite IT support for the front office and Fracking tool warehouse. I was the point of contact for all 20 employees at this location. I received helpdesk communication through email, instant messenger, in person or phone. Support included hardware troubleshooting on desktop work stations, laptops, printers and phones. Installed new software on workstations, software upgrades, patches and windows updates. Assisted the management team on program management implementation and quality assurance control on Open Hole Fracking Oil tools. Analyzed and maintained equipment inventory for necessary workflow or assigned job orders. Maintained necessary stock and inventory based on tool wear, tool life analysis associated with the management inventory and past order data.

Served as initial daily IT support for 40 employees in an office setting. Received IT related complaints through phone and email. Contacted users by phone, email, IM or face to face contact to resolve IT related issues ranging from password resets, adding uses to Active Directory user groups, hardware troubleshooting, printer repair, software installs new hire setups. A spreadsheet and Leasing database was used to query and maintain bought and sold Oil and Naturel gas wells and report data to upper management on a weekly basis.