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)• Deployed Microsoft Intune application and device management to centralized security policies and configurations of corporate owned devices. • Managed the company’s Asset inventory database. • Documented & managed companies Network Structure through Lumen & Ubiquity. • Managed Billing and Invoices for all IT assets• Documentation and maintenance of confluence knowledge base for internal and customer processes.• Managed 200+ Azure Active Directory accounts, ensuring data security and user access control.• Maintained Azure VM for MAM & installation of latest patches.• Carried out troubleshooting processes and diagnosed issues related to hardware, software, and networks, which included maintaining a knowledge base of solutions to improve resolution times for recurring problems.• Assisted with implementation of a zero-trust security model across the organization.• Monitored, evaluated, and maintained systems and procedures to safeguard information systems from unauthorized access.

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 based on user requirements and business value Provides technical support via phone, web, email chat and other company support channels as required Develops and/or follows standard procedures for proper escalation of unresolved issues to the appropriate internal teams or services vendor Ensure proper recording and closure of all issues Document knowledge in the form of knowledge base tech notes and articles Ensure training is available for applications and new solutions, including in-house software development Prepare accurate and timely reports and KPIs Support other IT colleagues Monitor and support network infrastructure in concert with Global team and managed service provider including, but not limited to, firewall maintenance, VoIP telephone maintenance, and internet connectivity Support legacy systems, ensuring system availability, and managing issues with remote providers

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• Design ESXi & VMWare vSphere to provide system redundancy.• Monitor, implement, and maintain VMware vSphere hosting client data and infrastructure.• Implementation of Server Cabinet/Rack and Stack in multiple locations• Maintain inventory, & track equipment usage• Evaluate, recommend, and install computers, network hardware, peripheral equipment, and software.• Diagnosed and resolved all network related issues.• Firmware patch/update of HP servers• Managed Juniper Switches for network operations, utilizing network monitoring tools such as Nozomi Guardian to optimize network efficiency.

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 Computing (AWS, Azure)System Performance Optimization & MetricsSite ReliabilityERM (ServiceNow)

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