Frederick Boone Email & Phone Number

Boston, Ma, Us

Assist in the improvement of the IT help desk for a newly formed government contractor. It is my duty to act as the primary on-site support for Office 365 and LAN workstation issues while maintaining a working relationship with key vendors. I was able to reduce service request response time by the prioritization of project and support request using the Spiceworks ticketing system. I initiated a 3-month migration project to migrate company Google Suites profiles to Office 365 ,which allowed greater functionally and eliminated compatibility issues in equipment. Key Results:• Maintain the onboarding/offboarding of users after cross-referencing their HR records as mandated by IS Compliance• Train and assist multiple end users in operating Office 365 applications• Unlock user accounts in the Active Directory environment• Support the messaging environment in the Cloud (Office 365)• Implement and support security policies, such as data retention (30 day retention)• Support anti-spam filtering, logging, email tracking and transport rules• Support Single Sign-On using Azure Active Directory with Multi-factor Authentication• Perform scripting administration tasks using PowerShell• Support anti-spam filtering, logging, email tracking and transport rules• Configure mobile phones (Android, Windows Phone, Apple iOS) for exchange mail• Troubleshoot active sync issues with mobile devices• Troubleshoot issues with Skype for Business• Create security and distribution groups in Active Directory• Update, contribute, and maintain local SharePoint team sites as procedures/documentation change• Create user guides and instructional documents for end-users• Assigned group, file level permissions in Active Directory• Configure, maintain, image, and troubleshoot user workstations, and conference equipment• Support anti-spam filtering, logging, email tracking and transport rules

Chicago, Illinois, Us

Recipient of the Medix Performance/Completion Bonus AwardCreate and maintain written documentation on problem solutions, tool configurations and end-user documentation.Became example migration team for multiple Inova Health sights Coordinate with doctors to achieve NO system downtime during entire migration project Install standard healthcare peripherals, hardware, and software such as Epic Systems Healthcare VM

Ashburn, Va, Us

I was a subcontractor to the Dell Corporation to complete the National Computer Refresh Initiative Project for the US Environmental Protection Agency.Key Results:• Decipher log files/error messages to develop fixes.• Identify, research and resolve I.T. related problems• Maintain and process new equipment.• Monitor daily task to ensure that they are completed in a timely manner and effectively.• Create CSV files to be uploaded so that the end users computers can be imaged and migrated.• Use good judgment to determine if problems need to be escalated to the next tier.• Utilize the Microsoft Deployment Toolkit (MDT) software to image the end users new computers.• Migrate end users data utilizing the MDT software and Windows Easy Transfer Tool.• Answer questions, solve problems, and install hardware/software for the end users.• Facilitate the process of imaging and migrating the end users computers.• Facilitate the pickups and deliveries of the end users computers.• Map network drives and printers for end users.• Perform quality assessments for the end users computers.• Communicate effectively with end users in a manner that is easy for them to understand.• Install essential software for base images. (Bitlocker, Symantec End Point, etc.)• Support Windows XP and Windows 7 Operating Systems.

Virginia State University, Va, Us

Was a member of the student IT services team at Virginia State University. I assist numerous IT projects and customer support incidents; alongside senior support specialist within the areas of desktop support, asset management, network stability, and systems administration.Key Results:• Responsible for Tier 1 and Tier 2 diagnosis and resolution of hardware, software, and malware- related issues for students, faculty, and staff throughout the university• Provided remote technical support via Internet, telephone, and Email• Manage VSU student and faculty accounts through Active Directory • Partner with senior support specialist to resolve issues requiring escalation• Designed and maintained PC and IPad images for the student loaner program • Facilitate high level network diagrams with Microsoft Visio• Assisted in campus-wide technology inventory and disposal projects• Train new employees on technical and organizational procedures • Document and maintain a chain of custody form for the primary point of accountability for the life-cycle management of information technology assets throughout the help desk • Researched and developed knowledge-based articles, increasing first-interaction resolution rate • Documented over 4,000 support interactions in detailed tickets, resolving 54% upon first interaction; diligently followed-up to ensure swift and accurate resolution

Bachelor Of Science (Bs), Management Information Systems With A Concentration In Cyber/Computer Forensics And Counterterrorism

Computer And Information Sciences And Support Services