Evalani Tuatoo Email & Phone Number

Seattle, Wa, Us

Greater Seattle Area

Niceville, Florida

•Handled between 200 – 300 customer calls a week; triaged incidents and service requests via approved standards of procedures•Troubleshot the caller/requestor’s issue and resolved upon first contact; escalated as appropriate•Resolved technical problems, detect patterns of issues, and coordinated with Team Lead regarding persistent problems• Used Bomgar and SMS to remotely troubleshoot and resolve customer software issues such as installing webcam, printer and audio drivers from manufacturer websites•Accurately identified and reported software and/or website outages to Team Lead or On Call Personnel•Recorded and requested user information using Remedy, Parature and Service Now call tracking systems•Reset passwords for users using Remedy, Parature, Microsoft 360, Active Directory, SQL Server, Concur and RSA•Answered user inquiries regarding computer software operation to resolve problems•Educated teachers on clearing browser cache, virus and malware avoidance tactics and basic computer/browser operation/skills

Fort Walton Beach, Fl

•Delegated tickets and tasks to night shift personnel; identified software issues, independently created solutions and escalated to manager or 3rd tier•Received and responded to requests, complaints and inquiries from residential and commercial customers by telephone, in person or through written correspondence•Troubleshot online filtering software compatibility via all OS platforms; Windows, Apple, Android and iPhone OS•Proficient on every aspect of company products, procedures and billing policies for customer base of 100,000•Educated customers on product parental controls, potential antivirus solutions, tips on how to browse the internet safely and keep their computers malware and virus free

*Created and managed up to a 1,000 security accounts a month, to include Network, via DRA, First Class and Mainframe accounts*Processed requests for the creation of Active Directory shares, groups and share permission or access list changes*Documented and ensured requests are SOX compliant via the below requirements:- Manager approval for employees requesting new accounts- Director approval for vendors requesting new accounts- Owner approval for Network groups, First Class groups, conferences, calendars and mail listings*Userid and passwords adhere to set IT policies*User account information forwarded to appropriate personnel, i.e. the requestor and approver*Educated and trained users in learning correct security account procedures and assists in problem solving for Network, First Class and Mainframe access issues*Ensured timely deletion or disabling of security accounts for personnel who have left the company *Central hub to process requests to create Informix, Unix, Oracle, Peoplesoft, ISAAC, SOAR, CATTS, and Microsoft Outlook accounts

* Accountable for $235K in computers, printers, copiers and fax machines.* Supervised nine office workgroup managers. Routed taskings from the Network Control Center, to include security patches and software upgrades, to office workgroup managers resulted in zero security incidents.* Manage installation, configuration, and maintenance of 95 computers by formatting, partitioning, and loading applicable software and hardware.* Installed Windows XP Operating System using ghosting (imaging) CDs, Microsoft Office Suite 2003, SMS 2003, Java applet, Adobe Acrobat 7.0, mandated security patches and hot fixes on 35 computers in two days.* Utilizing SMS 2003 (remote assistance program), assign users privileges, and permissions to computer systems, configure e-mail accounts, add/remove software, troubleshoot, and load security patches and software upgrades.* Responsible for computer peripheral upgrades of hard drives, power supplies and other components.* Adds and removes over 200 email accounts from Directory and Resource Administrator 7.0.* Removes old user profiles to preserve hard drive space on laptops and desktop systems; manage user email profiles on network by unlocking user accounts, resetting passwords, updating user information; maps applicable network drives for users; adds/removes computers from domain, as needed utilizing DRA 7.0.* Installs and maintains Windows 2000 operating system and Microsoft Office XP computer systems using ghosting disks; performs system diagnostic checks.* Implements USAF system security awareness training and education program as computer security manager--ensures all newly assigned personnel receive training within specified parameters. Ensures all newly assigned personnel complete training before utilizing any computer systems.* Add/remove all software/hardware; provide internet TCP/IP proxy server address for internet usage to customers; upgrades to internet security patches