Kenneth L. Hope Email & Phone Number

• Provide Onsite and remote support to Senator Scott, DC and State offices• Update, maintain and troubleshoot hardware and software for PC and Mac computers• Create and manage Active directory accounts, Security groups, and Distribution groups• Conduct Technical overview for onboarding staff and interns• Support includes, but is not limited to, office workstations, printers, scanners, mobile devices, VPN, WebEx VTC, Proofpoint, on-prem servers, PowerAutomate, and MS Forms• Manage AirWatch MDM, Active Directory/Active Roles, Adobe licensing, SCCM, Cisco DUO, HelpOne, AKIPS network monitor, Keeper and LAPS• Maintains in-depth knowledge of all Senate Supported Software and a working knowledge of hardware and communication products.• Work closely with the Director of Operations to support office operations as well as to make recommendations for the purchase of IT, office, and communications equipment• interacts with website vendor on technical fixes, page redesigns and other website-related needs, ensures price quotes are correct• Manage Computer, VOIP and mobile inventory• develops and maintains methods to process, manage and store all computer data for the office• Create accounts and manage devices for foreign travel• Researches and recommends which computer hardware and software the office should purchase• updates and maintains computers and backups of server data, ensuring that network is functioning and e-mail is operational

• Provided Tier 2 support to Senate Sargent at Arms, Senate offices and Committees• Provided high level support for all incident and service requests that have been escalated by the Tier 1• Supported Senate office desktops, laptops, thin clients, and VM’s, as well as the hardware and applications associated• Provided IT support relating to technical issues involving Microsoft corebusiness applications and operating systems• Effectively documented the resolution process and mentored Service Desk personnel• Configured and supported hardware, software, network access, telephones, and otherequipment for new hires and existing employees• Demonstrated a thorough understanding of departmental policies and procedures• Supported Windows 10, Windows 11, Mac OS, iOS, Android, JAMF, AirWatch/Intelligent Hub, Duo, Zoom, IQ Quorum, Adobe CC, Parallels, Boot Camp, SCCM, Cisco Jabber, Bit locker, WebEx, MS Teams, MS Forms, CISCO VTC, Microsoft O365, printers and mobile devices• Operated ServiceNow to monitor Tier 2 ticket que and to ensure defined SLAs are met• Performed computer and mobile device data migrations• Acted as technical liaison between Senate offices/committees and Tier 3/4 support• Utilized Bomgar, MDT, Symantec Enterprise Security, JAMF, Active directory, ServiceNow, AirWatch, Splunk, DUO console, BitLocker, and SCCM

Washington D.C. Metro Area

provide on-site, desk-side and remote support for a range of software and hardware issues to include applications, mobile devices (iPhones, Android, and Blackberry), VPN assistance, laptop, tablet, PC and MAC workstations, multifunction copier/printers, standalone desktop printers and networked printers.

Silver Spring, Md

Filled in for Network engineer, supported PC/Printer network issues, configured ZyXell Zywall firewall and Cisco VPN.

Bethesda, Md

• Provide timely, efficient, and courteous service to Cresa’s Support desk and 2000+ clients nationwide• Provide Tier II, III on-site support to Cresa’s DC Region offices which includes travel, conference and meeting support• Support the Cresa standards for Windows 7,8, 10; PC imaging, application packaging, printing, patch roll­out, & change management support for employees located in 50 offices nationally, as well as employees on the road and at home via hands-on and remote support• Troubleshoot hardware, software, and network related issues for Mac, Windows (7,8, 10), RingCentral VOIP phones, Smart Phones, Tablet, and various PC peripherals• Support Cresa desktop hardware, operating systems and software including office productivity, Salesforce CRM, and other applications• Facilitates the process of employee on­boarding, transfers, and terminations by managing the delivery of or repurposing appropriate company equipment, software, and access control required for any new user or change requests. • Document procedures in Dell KACE to ensure an appropriate audit trail of activity• Support desktop maintenance, inventory, software distribution and security maintenance (i.e. virus updates and patch management)• Support Active Directory, GPO, Security groups and Network Access Control • Support COTS (e.g. Windows 10 Pro, Microsoft O365, Adobe CC apps, Salesforce, Dell KACE, Citrix ShareFile, GotoMeeting, Lotus Notes, RingCentral, Act!, EMC SourceOne, ProofPoint, VMware, Symantec Desktop Encryption)• Assist IT manager with Server management, hardware updates, software updates and operate infrastructure components at regional sites, such as SonicWall firewalls, Meraki AP, server mounting, patch cabling and backups.• Correspond with vendors for IT equipment procurement, HVAC services, and various other 3rd party companies to meet DC Region offices IT needs

Bethesda, Md

• Provided Tier II/III Remote Support to National Cancer Institute’s approx. 19,000 clients Worldwide• Troubleshoot hardware, software, and network related issues for Mac/PC/VOIP phones/Smart Phones/Tablet/PC peripherals• Supported GOOD mobile app• Supported desktop maintenance, inventory, software distribution and security maintenance (i.e. virus updates and patch management)• Supported Active Directory, GPO, Security groups and Network Access Control • Participated and contributed to the User Acceptance testing• Supported NIH proprietary and COTS software (i.e. Microsoft O365, Adobe products, Cisco applications, Parallels for Mac OS)• Troubleshoot PIV card on Mac OS and PC• Troubleshoot Cisco AnyConnect VPN on Mac and PC

Washington D.C. Metro Area

• Provide Tier II Support to World Bank Group’s Global support center supporting over 20,000 clients Worldwide• Troubleshoot hardware, software, and network related issues for Mac/PC/VOIP phones/Smart Phones/Tablet/PC peripherals• Troubleshoot and manage Windows Enterprise account access • Support proprietary and COTS software (i.e. Microsoft O365, Adobe products, Cisco)• Manage and Troubleshoot RSA SecurID• Troubleshoot Cisco AnyConnect VPN, Citrix, and Mobile Iron remote access

Washington D.C. Metro Area

• Provided Tier II/III support to Colliers DC Region and Tier I/II Remote Support to Colliers International approximate 16,000 clients • Imaged Dell laptops with Windows 7/8/10 per Colliers standards (installing SCCM, McAfee, Direct Access and Citrix)• Created, configured and managed user accounts, email accounts and distribution list, and Security Groups utilizing Active Directory (Windows Server 2008/12)• Supported COTS software (i.e. Microsoft O365, Adobe products, CoStar)• Managed Colliers DC Region Server, Printer Server and Meraki access points• Performed data backups and data migration to new computers• Purchase advisor / Submit requisitions for DC region / Coordinated with vendors to fulfill Broker technical request • Performed Network/Server hardware and software updates • Provided technical support for briefings and web meetings• Troubleshoot issues with DC Region’s SharePoint site• Managed access to DC Region’s SharePoint site• Troubleshoot hardware, software, and network related issues for Mac/PC/VOIP phones/Smart Phones/Tablet/PC peripherals• Managed Computer Inventory for Colliers DC Region Offices• Assisted with Checkpoint Firewall updates, VSP server implementation, Server rack mounting and Patch cabling• Created, configured and manage user accounts, distribution list, security groups utilizing Active Directory • Troubleshoot user issues for Colliers Websites and applications

Washington D.C. Metro Area

• Assisted clients of all levels including upper level management with newly issued Lenovo computers, Windows 7, MS Office Suite and lotus notes v8.5.2 through on-site visits, scheduled trainings, technical issue resolutions and Remedy ticket escalations.• Performed Quality Assurance checks on Lenovo PC’s and laptops to ensure image, patches, updates, • Attended daily status meeting to give update of desk side visits and issues• Troubleshoot network, software and hardware issues for PCs• Keep track of client visits and issues in Access database and Remedy

Washington D.C. Metro Area

• Provided Tier III support to approximately 3500 clients via email, phone and on-site visits• Provisioned and managed client computers• Provisioned, managed, and troubleshoot PKI cards• Image PCs and laptop per BLS standards • Performed software installs / upgrades • Install and manage SCCM• Troubleshoot hardware, software and network related issues • Performed backups and data migration• Troubleshoot, repaired, installed, upgraded COTS and proprietary software • Utilized Active Directory to manage computers and user accounts • Effectively communicated with employees and end-users of all levels

Washington D.C. Metro Area

• Provided support to internal and external Financial Management Systems (FMS) clients via email, phone, in-person visits, and fax. • Provisioned and managed client accounts, bank accounts, user id’s, and profiles for FMS utilizing Oracle E-Business Suite which required high degree of detail orientation • Recorded and documented all FMS Helpdesk related issues utilizing Rational ClearQuest issue tracking software.• Managed Department of Education financial aid hotline and directed inquires to appropriate points of contact.• Ad-hoc: monthly reports, queries and research utilizing Oracle E-Business Suite applications• ITIL V3 Foundation Certification• Ensured FMS Helpdesk compliance with several time sensitive SLA’S

Washington, Dc

• Provided Tier II-IV support to office of approx. 40, clients nationwide• Provisioned new computers and network printers• Performed software installs and hardware upgrades• Managed, configured and troubleshoot hardware/proprietary software/ LAN/WAN network issues for pc, laptop, VOIP phones and peripheral devices (including not limited to blackberry, scanners, Android, iPhone, projectors, and video cameras) • Performed backups and data migration to new computers• Basic software development (C+, .Net, Scripting), proprietary software testing and Q&A• Utilized VSS, DreamWeaver CS5, Flash, javascript, and SQL database management to update and manage several websites respectively• Purchase advisor / Submitted requisitions for parts• Implemented and edited batch files• Managed, developed and presented training materials and presentations for staff of all levels including senior on new proprietary and COTS software • Provided technical support for briefings, virtual meetings, and ASPH’s annual meeting• Constructed quarterly web analytic reports• Troubleshoot Exchange/BES email clients• Coordinated with vendors • Utilized Active Directory to update ASPH’s Friday letter listserv• Effectively communicated with employees of all levels• COTS (i.e. MS O365, MS Sharepoint Developer, Adobe Creative CS5, VMware, WebTrends and Citrix)• Assisted with Windows 2008 implementation, VOIP setup, Server mounting and Patch cabling

Washington D.C. Metro Area

• Provided Tier I & II support to approximately 300 users utilizing Track it ticketing system• Provisioned and managed Active Directory accounts, computers, printers and GPO• Assigned, configured and managed email accounts utilizing Microsoft Exchange 2003/2008• Assigned, configured and trouble shoot VOIP, 3com phones• Troubleshoot hardware, software, and network related issues for Mac/PC/peripherals • Imaged, configured, and tested PCs for new users• Migrated users to new desktops • Troubleshoot LAN/Wireless connections• Performed software installations, memory upgrades• Assigned, configured and managed Blackberry devices utilizing Blackberry Enterprise Server• Troubleshoot, assigned, and managed network printers• COTS (MS Office Suite and VNC)

Greenbelt, Md

• Provided Tier I support to approx. 11,000 users utilizing Remedy and Heat tracking system• Assigned, configured, managed VPN, Exchange, and POP email Troubleshoot wireless, POP-email, Exchange email and various proprietary software issues for Mac, and Windows• Utilized Active Directory to provision user accounts, email accounts, manage passwords, and GPO• Provisioned, managed and troubleshoot RSA Secure Token.• Created, managed and troubleshoot VPN accounts utilizing Cisco ACSv3.3

Washington D.C. Metro Area

• Provided Tier I support to approximately 3,200 users nationwide utilizing Heat tracking system• Troubleshoot a myriad of unique proprietary software applications, web applications, hardware, and peripherals including Blackberry and Palm• Escalated and assigned tickets utilizing Heat ticketing system• Configured and tested laptops for new users • Assigned, configured, and troubleshoot RSA token

Washington D.C. Metro Area

• Provided Tier I & Tier II support to approx. 300 users nationwide.• Tested web based Citrix-Metaphrame application • Configured, managed and troubleshoot video cameras, projectors and laptops for classrooms• Troubleshoot various hardware and software issues via phone, remotely or on-site visits. • Submitted requisitions for printer parts • Troubleshoot and repaired printers

Washington D.C. Metro Area

• Provided Tier II support for IFC and World Bank’s approx. 13,000 users utilizing Remedy tracking system• Break/fix Troubleshoot and repaired pc and printer hardware/software related issues• Submitted requisitions for parts • Troubleshoot and repaired hardware pc peripherals• Preformed PC/laptop hardware installations and Upgrades• Troubleshoot and repaired hardware of laptop/PC/printer network connection issues• Imaged and configured PC and laptops• Configured Wireless connection for newly issued laptops• Supported Lotus Notes email clientsWarehouse/Asset Coordinator• Fulfilled technicians requests for parts to accomplish equipment repairs with Bank service standards• Coordinated warranty part service with Dell vendor including the ordering, tracking and returning of parts• Ensured onsite parts inventory is maintained according to bank policies and guidelines (storing, tagging, distributing, and maintaining records)• Coordinated with the Bank’s inventory management specialist to ensure parts inventory management procedures are followed• Provided input on trends and observations based on part failure and consumption rates• Used the Bank’s problem management system Remedy Help desk to document activity and status of repairs Key Projects:World Bank, IMF, and IFC’s Annual Spring Meetings• Provided Tier-3 technical support during World Bank’s annual spring meeting• Utilize ghost to image 200 PC’s, and provision in accordance with IMF standards• Was responsible for deployment, management and database tracking of all computer and printer inventory used during Annual mtg.• Managed a team of four techs to deploy PCsWorld Bank - Information Solutions Group (ISG)• Supported in the formation and implementation of the World Bank’s online directory• Provided support in the structure and management of the World Bank’s online directory

Computer Science

Computer Science