Imani Coleman Email & Phone Number

Elkton, Md, Us

Newark, Delaware, United States

· Provides desktop support for Windows and Macintosh systems by diagnosing, troubleshooting, and resolving problems with personal computer hardware, operating systems, application software, software utilities, data communications/connectivity devices, hand held devices, and other related peripherals. · Consults with staff, in specific area(s) of technical expertise. Develops and delivers client education and training in area(s) of technical expertise. Creates and reviews documentation in area(s) of technical expertise. Collaborates with IT colleagues regarding technical issues revolving around area(s) of technical expertise. · Leads projects or acts as key team member involving area of technical expertise. Serves as technical liaison between client and IT staff when needed. · Conducts technical needs assessments for supported departments and evaluates training needs of departmental staff. Helps develop effective technology solutions that support academic and administrative activities.· Mentors IT Support Center staff and Technical Student Interns within DIARS.· Develops, installs, and configures supported software applications, computer hardware, mobile devices and other related peripherals in conformance with University standards. Transfers data files to new devices. · Ensures print and file sharing services are delivered according to University standards. · Educates users on virus protection, backup procedures, responsible computing, and information security. Removes spyware/viruses as needed.· Leads departmental desktop equipment upgrade projects. Participates actively on special technology related projects or initiatives.

Baltimore, Maryland Area

• Answering incoming queries by email, telephone or self-service ticket in support of internal or external customers• Investigated and resolved technical problems, using test scripts, personal expertise and probing questions.• Patched software and installed new versions to eliminate security problems and protect data.• Managed customers' expectations of support and technology functionality in order to provide positive user experience.• Trained and supported end-users with software, hardware and network standards and use processes.• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.• Developed and tested new product offerings prior to release to assist development team in bug identification.• Process over 250 support requests weekly for technical assistance on a wide range of issues.

Dover Air Force Base

- Active Security Clearance - Suicide Prevention Facilitator/ Trainer- Conducts Access Control Measures for all on base personnel- Conducts investigations of any on-base incidents- Participates in team patrol movements, tactical drills, battle procedures, and military operations- Apprehending, detaining suspects, securing crime scenes, and testifying in judicial proceedings - Yearly training in CPR, AED, and Self Aid Buddy Care (SABC)

Delaware

• Responded to escalated problem tickets reported by users and courtroom officials• Provided client support on system operation and troubleshooting.• Managed over 50 customer calls per day.• Maintained and administered computer networks and environments• Diagnosed, troubleshot and resolved network and system problems.• Installed software programs and system updates to provide new and improved functionality while addressing existing issues.• Delivered software training to educate on best practices for protecting data and minimizing errors.

New Castle, De

- Provides 24/7 support for all of the State agencies to maintain the IT infrastructure, reliability,security, and recoverability to the highest standard.- Communicates with other support teams, higher tiers, and local IT support to investigate state wide issues- Admin for Active Directory, Mainframe Operations, and SSL/VPN for Remote users- Daily use of Active Directory, QWS32 Secure, Entrust Identity Guard, and Electronic Charting System. Use these tools to reset passwords, unlock accounts and monitor user error- Assist the Desktop Support team with setup and deployment planning for desktops- Remote Desktop Management - Works with Verizon Enterprise Center to report all troubled networks, and circuits

Aberdeen Proving Grounds Aberdeen Md

- Working inside of the Network Operations Center- First point of contact for users across the country using the Blue Force Tracking System- Daily Checks and monitoring multiple servers - Troubleshooting platforms at a tier 1 level- Escalating trouble tickets to the appropriate level - Remote accessing into servers- Monitoring data flows

Philadelphia International Airport

- First point of contact for users and troubleshooting issues on a tier one to tier two level.- Creating and assigning tickets to technicians, utilizing the Spiceworks ticketing application.- Following up with users and updating current open job tickets.- Assisting with hardware and software installations.- Setting up remote conferencing utilizing Skype for Business, along with voice conferencing, and executive presentation meetings.- Inventory and Filling

Dover, Delaware Area

• Worked with the service desk and ServiceNow to solve first and second tier issues. Helped users with password resets, software troubleshooting, networking issues, and working with vendors. Communicated with second level technicians to investigate any networking or connectivity issues. • Assisted in image deployment of new computers using Microsoft Deployment Toolkit.• Installed new hardware for users.• Worked with the Cyber Security team and assisted with the monthly eSecurity Newsletter.

Wilmington, Delaware

In this 16 week program I received 250 hours of instruction in order to obtain my Cisco Essentials Certification, along with my A+ CompTIA Certification. I also received 100 hours in Professional Development training. I graduated in 2015 being Valedictorian of my class.