Ebony J. Email & Phone Number

London, Gb

• Provided exemplary customer support to government and federal employees, bothdomestically and internationally.• Efficiently managed help desk inquiries using the Autotask ticketing system.• Identified and addressed systemic issues, conducting feasibility studies for software andhardware enhancements.• Setup, configured, and troubleshooted Okta Verification multi-factor authenticator app forinternal and external users.• Leveraged Azure AD and Microsoft Office 365 to optimize user management and productivity.• Guided project design recommendations, skillfully resolving conflicts for successfulimplementation.• Rapidly restored system functionality through expert troubleshooting and efficient repairs.• Maintained meticulous maintenance records, ensuring compliance with regulations andgenerating comprehensive reports.• Assisted with IADs software to reinforce secure access and authorization.

• Remote Troubleshooting: Proficient at diagnosing and resolving software, hardware, and connectivity issues remotely.• Root Cause Analysis: Capable of understanding and articulating the root cause of customer issues effectively.Incident Management: Expertise in logging all Service Desk contacts into the Incident Management System(ServiceNow).•Installation and Maintenance: Skilled in the installation, upgrade, and maintenance of software, hardware, andperipherals.•Security and Encryption: Familiarity with encryption and security tools, adept at triaging within secure environments

New York, Ny, Us

• Provided remote support troubleshooting first party data for B2B businesses.• Setup and configured CRM, POS, Digital, and custom integrations using JavaScript and proprietary tools.• QA’d all integrations using Google Analytics, Chrome Dev tools, and SQL.• Redesigned company’s documentation/framework for their knowledgebase using Notion.• Provided technical input for scaling their business internally with the Co-Founder and integrations team.• Supported clients using Microsoft Outlook, Google Meet, and Zoom platforms.

Jersey City, Nj, Us

• Provided onsite support for internal and external companies, up to 80+ users.• Setup, configured, designed, and installed equipment for Zoom conference room integrations.• Remotely supported international users from India with installing SQL server and AWS tools.• Utilized both Jira Confluence and Connect Wise ticketing systems.• Traveled to various office locations to install and configure new office buildings.• Completed onboarding new hire tasks via Microsoft Excel and Smart Sheet tools.• Setup and configured Windows and Apple machines for deployment.• Assisted the Operations team with event-planning for Executive C-Level conferences.• Completed inventory and maintenance tasks during the pandemic.

New York, Ny, Us

• Supply day-to-day Executive C-Level internal customer care and administration.• Deliver remote support using Microsoft SCCM, Remote Desktop, VNC, Beyond Trust (formally Bomgar).• Troubleshoot Accounting platforms such as CaseWare, Go systems, Geneva, and more.• Utilize Citrix XenApps, and VMWare virtualization platforms to manage users remotely during pandemic.• Configure Cisco phones, and VPN onto Windows 10 based PCs.• Utilize Microsoft 365, and Manage Exchange CRM ticketing system.

East Hanover, New Jersey, Us

• Responsible for day-to-day customer care and administration of cloud services.• Respond to escalated customer service issues using email, phone, and web conference technology.• Work within a global support team covering 24x7x365 cloud operations.• Able to write effective handoff from shift-to-shift for cloud support issues.• Coordinate with other teams to handoff and build guidance to complete orders where managed service support is asking.• Coordinate with Escalations team where cloud & virtualization specific issues need investigation.• Contribute to new products and feature enhancements and documentation.• Supply enterprise customer experience, managed services, and remote desktop support for virtualization.• Utilize Acumatica and ConnectWise ticketing system for Active directory account login and password issues.• Facilitate customer account managers with technical solutions for cloud computing subscriptions.• Monitor and analyze Windows Server 2008/2012/2016 using Webroot, and SolarWinds web-based tools.• Generate monthly audit reports using Microsoft Office 365.• Build strong customer relationships, especially with key customer stakeholders and sponsors.• Manage customer expectation and lead them to customer satisfaction.• Communicate the progress to both internal and external stakeholders.

London, England, Gb

• Troubleshooted Data Analytics .NET application errors (REST API, application bugs, and network outages).• Supported 10-20 Executive C-level cases using Microsoft Office 365, ServiceNow and Jira ticketing systems.• Aided in QA testing by problem solving and replicating errors to execute the best solution.• Supplied internal and external customer support for statisticians, and broadcast media platforms.

Us

• Administered excellent in-home technical services and support for business and residential clients.• Supplied tutorials on Windows, Linux, and Mac software applications. (ex: Microsoft Office, QuickBooks)• Backed up and recovered storage files with Symantec, Webroot, and Proprietary tools.

Us

Hackensack, Nj, Us

• Configured and troubleshooted network file shares using Python on Linux Ubuntu 12TLS servers.• Supplied remote desktop and technical support using TeamViewer, and LogMeIn software applications.• Trained new hires, scheduled tasks for coworkers.• Test broadcast footage using RTMP sites, Akamai, Livestream, U-stream, and more.• Troubleshooted Palo Alto, Cisco, and Dell firewalls and port forwarding.

Nanodegree, Intro To Web Development

Nanodegree, Front End Web Development Fundamentals

Technical Degree, Computer Network And Support Technician