Glenn Sutter Email & Phone Number

Washington, Dc, Us

London, England, Gb

• Provide support for attorneys, paralegals, and other staff (500+ users) in the Washington, DC office.• Image/reimage HP laptops and Dell desktop PCs using MS EndPoint Manager and deploy to users.• Provide onsite support at the Washington, DC office and use Quick Assist to provide remote support for users working from home.• Work with HP for hardware repairs and replacements.• Troubleshoot GlobalProtect VPN connections.• Troubleshoot Bitlocker encryption problems.• Use ARS to resolve user account and password issues.• Resolve issues with MFA, which is implemented by Microsoft Authenticator on the end-user side.• Install and troubleshoot network printers and local printers.• Lead office projects such as standardizing all office workstations, weekly testing of A/V equipment in conference rooms, and running inventory reports.

Washington, Dc, Us

• Contracted by Leidos.• Provided support for attorneys, paralegals, and other staff (800+ users) in the Antitrust Division and subsequently in the Justice Management Division.• Imaged/reimaged HP EliteBook laptops and HP All-in-One’s and deployed to users.• Provided in-person support at the Liberty Square Building and used SCCM/RDP to provide remote support for users working from home.• Traveled out of state for remote trials and acted as the sole onsite IT support individual.• Upgraded and replaced laptop components such as batteries, touchpads, fans, heatsinks.• Troubleshooted VPN software Cisco AnyConnect.• Troubleshooted Bitlocker encryption problems.• Used Active Directory to move devices between OU’s to allow user login.• Resolved RSA hard token and soft token issues.• Installed and troubleshooted network printers and local printers.

The District Of Columbia, Us

• Contracted by Applied Insight.• Imaged/reimaged Surface Pro, HP EliteBook, and Dell OptiPlex devices for deployment. • Performed tier 2 troubleshooting on PC’s, laptops, and tablets for 2500+ users. • Provided in-person support and used SCCM to provide remote support for 10 locations. • Upgraded and replaced PC components such as memory and storage. • Troubleshooted VPN software Cisco AnyConnect. • Resolved Active Directory permissions issues, adding users to and removing users from groups. • Installed and troubleshooted network printers and local printers. • Provided VIP support to all executives at USCP headquarters, including the Chief of Police. • Provided advanced troubleshooting and escalation support using knowledge of LAN technologies.

Dublin, Ie

Contracted by Leidos to execute a tech refresh project for 4000 staff members in the Justice Management Division.• Replaced laptops and docking stations with newer models.• Performed both in-person and remote refreshes.• Provided documentation or in-person guidance to back up data and connect new equipment.• Made use of backup and restore scripts to move data from old equipment to new.• Installed printers, scanners, and other devices on the new laptop.• Tested laptops prior to deployment.• Improved preparation processes resulting in 25% time savings.• Received consistently superior reviews on customer service.

The District Of Columbia, Us

• Served as liaison between the help desk team and other teams and departments.• Provided monthly reports to project manager.• Managed ticket queue and assigned tickets to team members.• Contracted by Applied Insight.• Provided computer help desk support to on-site and remote staff; increased up-time for organization.• Troubleshooted software and hardware issues.• Documented troubleshooting in Symantec ticketing system.• Created new user accounts in Active Directory.• Created new email accounts in Exchange Admin Console.• Assigned and unassigned equipment to/from users in Maximo inventory tracking system.• Answered user inquiries regarding computer software or hardware operation to resolve problems.• Entered commands and observed system functioning to verify correct operations and detect errors.• Set up and managed mobile phones for users in AirWatch mobile device management system and the Verizon website.• Used Microsoft Endpoint Configuration Manager (previously known as SCCM) to establish remote sessions for troubleshooting.

The District Of Columbia, Us

• Contracted by Applied Insight.• Provided computer help desk support to on-site and remote staff; increase up-time for organization.• Troubleshooted software and hardware issues.• Documented troubleshooting in Symantec ticketing system.• Created new user accounts in Active Directory.• Created new email accounts in Exchange Admin Console.• Assigned and unassigned equipment to/from users in Maximo inventory tracking system.• Answered user inquiries regarding computer software or hardware operation to resolve problems.• Entered commands and observed system functioning to verify correct operations and detect errors.• Set up and managed mobile phones for users in AirWatch mobile device management system and the Verizon website.• Used Microsoft Endpoint Configuration Manager (previously known as SCCM) to establish remote sessions for troubleshooting.

Washington, Dc, Us

• Provided computer help desk support to on-site and remote staff; increased up-time for organization.• Read technical manuals, conferred with users, and conducted computer diagnostics to investigate and resolve problems or to provide technical assistance and support.• Troubleshooted software and hardware issues.• Used FootPrints ticketing system to document incidents.• Answered user inquiries regarding computer software or hardware operation to resolve problems.• Entered commands and observed system functioning to verify correct operations and detect errors.• Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.

Hoover, Alabama, Us

• Upgraded all PCs running Windows 7 to Windows 10 before end of support, eliminating possible security threats to network.• Replaced 20% of desktop PCs with new PCs running solid state drives, resulting in increased efficiency; previously, all PCs used hard disk drives.• Installed applications and peripheral devices on all new PC’s using a combination of remote tools, on-site work, disk imaging, and manual software configuration.• Updated menu system of phone system, inserted new voice recordings, and added on-hold music to improve customer experience.• Configured ProDOC (document management system) as necessary, adding, deleting, and editing forms in order to improve efficiency for users and make it more intuitive.• Troubleshooted technology issues for staff that other IT vendors were not able to troubleshoot, resulting in more fully functional technology.

Washington, Dc, Us

• Directed all marketing and business development activities of the organization.• Managed all physical marketing collateral such as posters, brochures, flyers.• Ensured that all marketing collateral, physical and digital, met federal compliance guidelines.• Managed and wrote content for company website.• Directed marketing vendors in printing posters, programming some coding-dependent elements of website, and printing marketing items on member account statements.• Managed brand image of the organization.• Planned business development functions, such as speaking at new hire orientations at sponsoring employer groups, planning seminars and webinars for members, and represented credit union at community events.• Attended monthly board meetings and presented updates on marketing and business development activities.• As a member of senior management, made decisions and gave input on decisions affecting the organization.

Hoover, Alabama, Us

• Managed two employees at a small branch.• Managed cash vault, including balancing, ordering cash shipments, and distributing cash to tellers.• Supervised tellers.• Ran a teller drawer when needed.• Processed loan applications and booked loans when approved.• Made decisions on check holds, fee refunds.• Handled member complaints and solved member problems.• Trained branch staff in new products and services offered, as well as in new technology used internally and in member service skills for professional development on an ongoing basis.

Hoover, Alabama, Us

• Led technology initiatives: Managed all credit union applications and served as the project manager for major IT projects, including: - Building and migrating the computer network from a cloud-based system to an on-premises infrastructure. - Overseeing the core banking software conversion, including 12 months of planning and 6 months of implementation, with a $100,000 budget. - Developing and implementing the organization's first mobile app and ProDOC document management system. - Upgrading the phone system to VOIP and installing automated deposit-taking ATMs. - Redeveloping the company website multiple times and implementing mobile deposit and ProDOC Package Manager.• Provided IT support: Delivered computer help desk support, increasing uptime and reducing costs by handling tasks typically outsourced to vendors.• Enhanced technology: Suggested improvements and new technology in management meetings, regularly updated the website using WordPress and Joomla, and coordinated with marketing teams for campaign execution.• Managed system performance: Used tools like IP Office Manager and Voicemail Pro Client to manage the phone system and improve customer service.• Conducted training: Trained new and existing employees on banking software and system enhancements.

Hoover, Alabama, Us

• Assisted CEO in all marketing activities• Composed, programmed, and published content for company website

Hoover, Alabama, Us

• Received and verified share deposits and loan payments• Accurately and efficiently processed customer transactions including deposits, withdrawals, payments, cashier's checks, travelers checks, and cash advances• Monitored deposit amounts and examined documents for negotiability and endorsement• Verified cash totals and balanced cash transactions, including vault deposits• Represented credit union in a courteous and professional manner• Treated all customers respectfully with great customer service skills• Helped customers open new accounts while checking they fit the field of membership for the credit union• Informed customers about convenience options such as online banking, ATM availability• Participated in the development of branch goals• Answered customer questions with accuracy• Handled customer requests and sought supervisor approval as needed

Columbus, Georgia, Us

• Explained services and products of the bank to clients as per their financial requirements • Resolved client queries on payroll deduction options, interest and dividend rates, and available accounts • Provided customer assistance with balance detail and other inquiries • Oversaw processing of night deposit bags • Referred customers to appropriate financial services and products as required • Handled all customer complaints and issues with high professional courtesy • Cashed checks and processed deposits upon balance and signature verifications

Columbus, Georgia, Us

• Processed foreign checks • Executed instructions on wires in foreign currencies • Ran accounting work on wires in foreign currencies

Birmingham, Alabama, Us

• Processed loan applications • Communicated the details of loans to customers face-to-face and by phone • Collected paperwork from customers to complete loan documentation • Handled cases of fraud • Opened new accounts • Supervised branch cash vault • Assisted branch manager in overseeing branch operations • Managed branch in absence of branch manager • Troubleshooted computer problems when necessary • Processed over-the-counter transactions

Bs, Computer Science

Advanced Diploma