Ivan Mitchell Email & Phone Number

Thomasville, North Carolina, US

• Led a team of 2 support specialists as Helpdesk Manager, improving the team's efficiency in resolving tickets by 25% in the first 2 months.
• Resolved 150+ monthly ticketed issues within the set SLA achieving a 97% user satisfaction rating.
• Spearheaded the deployment of new on-call operations for end-user issues 300+ employees. OpsGenie On call through Jira Service Management
• Assisted with installation and configuration of Zscaler to improve the company’s network security through web-based Firewall
• Streamlined and automated processes through Jira for our ticket management systems, also developing high level dashboards and charts to provide senior leadership with key insights into SLAs, metrics, and KPIs.
• Migration of all users from local active directory to Azure Entra ID (Cloud)

Heerhugowaard, North Holland, NL

• Oversees service request process for the site. Analyzing issues looking for trends and root causes to eliminate recurrences.
• Follow up/solve service requests with users and IT colleagues (systems administrators, application specialists, global colleagues)
• Implement process improvements, improve/ update work instructions.
• Manage deployment of technical solutions based on user requirements and business value.VOIP Configuration (Ring Central, Polycom)NVR/DVR (Digital Watchdog)CRM (Dynamins NAV)Manage deployment of technical solutions.

Millersville, MD, US

• Windows Server installation, administration and maintenance including Active Directory and develop the Group Policy standard.
• Installed Nozomi Guardian to provide real-time security monitoring for IDS/IPS, threat detection, anomaly detection, and vulnerability reports.
• Implemented Crowdstrike Falcon platform for endpoint detection and response, anti-virus.
• Excellent troubleshooting and customer service skills to quickly meet their needs.
• Installation and Upgrade of Windows Servers/Operating Systems with use of Configuration management/SCCM
• Architect disaster recovery solutions

Mclean, VA, US

• Led critical incident responses, reducing resolution time by 30% and optimizing processes for efficiency.
• Developed and maintained incident management programs, including SOPs and communication strategies.
• Conducted vulnerability assessments and mitigated 90% of identified vulnerabilities.
• Trained and guided NOC team members, orchestrating incident calls and organizing shift schedules.
• Monitored and analyzed network systems for availability and performanceSIEM/SOAR (SolarWinds, Science Logic, Splunk)Agile Development (Jira, Confluence, ServiceDesk)Incident ResponseSystem/Network MonitoringCloud.

Mclean, VA, US

Basking Ridge, NJ, US

· Promoted to the Executive Appeals Team that Handled highest level escalations from Directors/Executives.· Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Bachelor Of Science (Bs), Information Technology

Diploma Hs, Information Technology