Jaeyoung Joo Email & Phone Number

Frederick, Maryland, United States

-Provide comprehensive Tier 1-2 technical support for end-users, specializing in Office 365, Adobe Acrobat, and other productivity tools, ensuring minimal downtime and optimized performance.-Diagnose and troubleshoot hardware, software, and network connectivity issues, handling replacements, system imaging, and complex problem resolution.-Manage Active Directory and Entra ID accounts, including setup and deactivation, while addressing network issues by tracing cables and using network testing devices.-Set up and configure biotech equipment to the network, ensuring secure and reliable connectivity for research and operational needs.-Lead malware, spyware, and adware mitigation efforts, escalating high-priority security incidents to ensure system integrity and protection.-Support AV systems and video teleconferencing (VTC) setups for meetings, ensuring seamless integration and functionality across multiple conference rooms.-Utilize IT ticketing systems to manage workload, prioritize tasks, and ensure timely resolution of technical issues, improving overall IT service efficiency.-Deploy and manage devices using Microsoft Intune, ensuring compliance with security policies, configuration profiles, and mobile device management (MDM) requirements.-Facilitate new hire onboarding by setting up equipment, configuring systems through Intune, and processing employee transitions, maintaining compliance with company policies.-Create and update knowledge base articles to improve troubleshooting processes and provide guidance to junior IT staff and users.-Act as an escalation point for complex IT issues that require advanced troubleshooting, contributing to overall system stability and performance.-Collaborate with teams to ensure IT compliance with company policies, regulatory requirements, and contribute to ongoing IT projects.

Specialized in the deployment, management, and security of Office 365 environments, focusing on optimizing emailsystems and collaborative platforms. Instrumental in facilitating seamless migrations, configuring email securitymeasures, and integrating Active Directory Federation Services (ADFS), I ensured the reliable operation of cloud-basedservices. Collaborating closely with IT teams and stakeholders, I addressed complex technical challenges, contributingto the efficient and secure use of Office 365 applications across the organization." Led the management and support of Shared and Group Mailboxes in an Office 365 environment, enhancingorganizational communication. Configured mail-relay services to streamline application notifications, improving process efficiency. Implemented comprehensive email security measures using FireEye and Barracuda, significantly reducingvulnerability to threats. Led troubleshooting initiatives for email performance and security issues, notably reducing incident rates. Engineered ADFS integration for Office 365, ensuring seamless access across platforms. Orchestrated migrations between Office 365 environments, minimizing downtime and data loss. Optimized email traffic flow, achieving notable improvements in communication efficiency.

Leesburg, Virginia, United States

Provided comprehensive support for hardware and software systems, including troubleshooting and resolving issueswith Active Directory, Office 365 Exchange, AWS Workspaces, and remote desktop technologies. Expert in configuringworkstations, managing peripheral devices, and utilizing advanced diagnostic tools, I ensured optimal performance anduser satisfaction. Working collaboratively with IT teams and leveraging communication platforms like Zoom, Ringcentral,and Teams, I played a pivotal role in maintaining high service levels, documenting support activities withprecision, and fostering a technology-enabled work environment Delivered end-to-end technical support for hardware and software, significantly improving resolution times forsystem issues. Facilitated the setup and configuration of workstations, streamlining the on-boarding process for new hires. Resolved complex Active Directory, Office 365 Exchange, and AWS Workspaces issues, enhancing systemreliability. Utilized ConnectWise to manage remote desktop support, demonstrating strong problem-solving capabilities. Employed Fresh service for meticulous support request documentation, ensuring clarity and actionable insights. Coordinated data center and workstation setups, achieving optimal organization and operational efficiency.

Mclean, Virginia, United States

Specialized in delivering exceptional customer service and technical support, managing over 270 support ticketsmonthly with the ServiceNow system. Focused on configuring new user accounts, performing system diagnostics, andtroubleshooting login, profile, and permission issues. With a strong foundation in Active Directory, Microsoft 365,and network security, I contributed significantly to enhancing user experience and system reliability. Managed and resolved over 270 technical support tickets monthly with the ServiceNow system, maintaining anexceptional customer satisfaction rate of 98%. Streamlined access control and system security by administering user accounts for over 1,500 users acrossActive Directory and Microsoft 365, reducing unauthorized access incidents by 60%. Played a central role in a landmark project to configure and update 500+ workstations, which led to a significantreduction in system malfunctions and support tickets. Demonstrated and applied in-depth knowledge of domain functionalities, contributing to a noticeableenhancement in

Richmond, Virginia, United States

Oversaw daily business operations, presenting daily reports with key insights and strategic solutions to the managementteam, highlighting expertise in finance, budgeting, and HR. Effective communication and customer-service skill via phone and in-person by actively listening and answeringtheir questions and satisfy their needs. Resolved guest and employee complaints to maintain complete customer satisfaction and workforceeffectiveness. Stayed in open communication with kitchen team to assess cooking times, avoid worker overload and minimizecustomer dissatisfaction. Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, licenserequirements and top service standards. Configured hardware, devices and software to set up workstations for employees.