Michael Spriggs Email & Phone Number

Capitol Heights, Md, Us

Possess and apply expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. As Service Desk Specialist operate with appreciable latitude in developing methodology and presenting solutions to problems. contribute to deliverables and performance metrics where applicable. Responds and diagnoses problems through discussion with users and hands-on assistance. Provides on-site support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to tickets assigned by Tier 1. Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs. Documents, tracks, and monitor tickets to ensure a timely resolution. Provides second-tier support to users' applications or hardware issues, using a variety of utilities such as Big Fix, SCCM, DRA, Active Directory, Beyond trust (Bomgar) Dell diagnostics, service now, asset management and many and Google. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Performs Moves, Adds and Changes (MAC)

Washington, Dc, Us

Provide Mac support for AARP users, Using Jamf Pro MDM environment, enrollment, packaging for self-service, indexing, policies, cataloging, certificates. Perform large scale rollouts atenterprise level. Work in large enterprise that is multinational. Provide support for Mac desktops/laptops and servers. Provide Windows support for hardware/ software, printers, provides tier II and Tier III support of Active Directory, Group Policy, Exchange Server 2010, user account, hardware refresh, software upgrades, and migrations.

Washington, Dc, Us

• Provide End point security using McAfee e-policy orchestrator (EPO) and McAfee agents. • Perform systems management using KACE system management for asset management, software distribution, patch management. • Perform patch management sing IVANTI patch management. • Perform Thin Client builds and VDI workstation with AWS. • Install, connect, and support VPN using Cisco any connect and citrix workspace and connectivity • Skills with regards to configuration management and troubleshooting within a complex enterprise environment. Manage access and apps for devices using Intune. • Provide Desktop Engineering (Creating and Deploying Windows 10) using WAIK/ Windows ADK with MDT, Windows Deployment Services. • Trouble shooting experience of Lite-Touch, Zero touch Deployments, WDS/PXE Issues, Sysprep tool, WinPE. designing large scale OS migrations (Windows 7 to Windows 10) using USMT • Understanding of Edge, Internet Explorer, and Chrome (security zones, document modes, add-ons) and ability to troubleshoot/identify web app and site security or compatibility related issues. • Utilization of Active Directory, particularly with implementing/troubleshooting Group Policy Objects (GPOs) and Group Policy Preferences (GPPs). Support BIGFIX gather information about hardware and software for inventory

Washington, Dc, Us

Responsible for providing design, deploying, configuring and support of desktop technologies in a distributed environment. Packaging building and editing MSI/MST files for enterprise distribution using System Center Configuration Manager Task Sequences (or similar product) for the purposes of building or performing Operating System Deployments (OSD) requiring multiple steps. Skills with regards to configuration management and troubleshooting within a complex enterprise environment. Provide Desktop Engineering (Creating and Deploying Windows 10) using WAIK/ Windows ADK with MDT, Windows Deployment Services. troubleshooting experience of Lite-Touch, Zero touch Deployments, WDS/PXE Issues, Sysprep tool, WinPE. designing large scale OS migrations (Windows 7 to Windows 10) using USMT Provide software test for the Bureau. Understanding of Edge, Internet Explorer, and Chrome (security zones, document modes, add-ons) and ability to troubleshoot/identify web app and site security or compatibility related issues. Utilization of Active Directory, particularly with implementing/troubleshooting Group Policy Objects (GPOs) and Group Policy Preferences (GPP.

Perform system and data migration utilizing data profiling, cleansing, transformation, andmigration techniques. Reconcile the data on target system matches to what is expected to end up there. Utilize Microsoft Deployment tool, user migration tool, USMT data repository, Active Directory, SCCM, hard drive cleansing software, data encryption software, and a plethora of software package installations. Provide frontline technical support for end users with various technical issues and problems relating to hardware, software and peripherals. Responsible for responding, documenting and resolving service tickets in a timely manner according to SLA. Diagnose, evaluate, and resolve complex situations, or when appropriate, escalate or route them to the appropriate IT staff member.

Service desk technician providing technical support to all agencies and user for the Prince Georges County Government for all desktops, laptops, and mobile devices. Provide Active Directory administration, SCCM administration, Cloud administration, Outlook 365 using Microsoft Azure. Resolve account lock outs, password reset, and domain access. Responsible for all network account creations, account modification, account moves and transfers. Create AD template for agencies and apply group policies. Support all corporate applications, Operation system, Browsers, SharePoint and local and cloud base apps. Create and document all service and incident request using cloud-based ticket system Easy Vista. Perform provisioning and re-imaging for pc refresh for all agencies. Create asset documentation for asset management and accurately delivery of laptops and workstations. Support local and network printer connectivity and peripherals.

Provide IT support for organization .install and configure computer hardware operating systems and applications Provide TCP/IP and network supporting protocols DNS, DHCP ,SCCM, Active Directory and Exchange, administration and technologies, Remote Access/VPN (Cisco IPSec/Any connect, Office 365/2016 monitor and maintain computer systems and networks. Provide user support both face-to-face and over the telephone. Undertake Client Workstation builds (including the configuration of both OS and applications) plus ongoing support. Prioritise Incident tickets and resolve according to SLA, while performing duties on other Service Requests and Infrastructure project work. Maintain the networked printers .Deal with virus issues on workstations and other security specific issues replace parts as required. Ensure assets are recorded and tracked Provide support for Executive Video and Audio Conferences. Occasional travel to other offices to provide onsite support when required Provide high level technical support, dealing with complex issues and implementing smart solutions to nonstandard problems Work in a fast-paced environment, be adaptable to continuous change and responsibilities, and work out of different physical office locations when required.

Create and maintain Apple OSX computer images by creating scripts and AD security group deployment to Apple based systems. Configure, deploy, administer and maintain JAMF Casper infrastructure including: admin console, cloud-based deployment points, remote imaging, regional deployment points, regular and ad-hoc reporting. Identify how Apple technology and new technologies can be used to enhance business processes. Develop, and conduct training to customers and colleagues. Provide technical oversight in the development and testing of software and services and to assist in the planning, implementation and on-going support of any Mac based corporate system. Develop, and conduct training to customers and colleagues. Provide technical oversight in the development and testing of software and services and to assist in the planning, implementation and on-going support of any Mac based corporate system. Recommend, implement, and enforce policies and procedures for the department. Ensure activities and requests follow the letter and intent of FNG IT and corporate policies and procedures. Add/change/remove Client Services policies and procedures.

Installs, configures, and upgrades computer hardware and software. Provides end-user software troubleshooting and support. Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions. Provides desktop/network troubleshooting, supporting laptop, notebooks, and Mac. Perform Active Directory administration, outlook support, software deployment, and SCCM administration. Provide admin support using Casper suite to control what a user can and cant do and tell what is on the machine. Provides phone (Android, iPhone, Windows and blackberry) and help-desk support for local offsite user using remedy ticket system. Provides guidance and work leadership to less-experienced technicians, and may have limited supervisory responsibilities Maintains current knowledge of relevant technologies as assigned. Participates in special projects as required.

Provide tier II, desktop and network support to over 5000 federal and contract employees at the Environmental Protection Agency. Work closely with network engineers and system administrators to research and resolve escalated problem tickets in fast pace environment. Support Windows xp,7&8 OS, Android and Mac 10/7,10/8,10/9 OS, installs, upgrades, software/hardware installs, Hardware diagnostics. Troubleshoot problems tickets, using remedy tickets system and remote bomgar to resolve work orders and incidents. Support Microsoft suite of apps, Outlook 365, and exchange server support. Perform Active directory and Lotus notes administration. Configure mobile devices, such as iPad’s, iPhone, Blackberry, Android, tablet and Microsoft surface. Work with team or independently on evaluating and resolving computer issue, and user problems including compatibility conflicts, application operations, hardware malfunctions, and Mac technical issues.

Build, configured, installed, and connected to the hospital domain. Installed and support Citrix client app for connectivity to Cerner Hospital databases and apps. Respond, trouble shoot, resolve and provide technical documentation using footprint ticket system. Part of MIS team responsible for deploying 850 devices, including desktops, laptops, tablets, COW (computers on wheels), to be dispersed to Prince George’s, Laurel and Bowie medical centers. Configured TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc. Provide Active Directory administration. Provided support for all WiFi-enabled devices, and support remote users. Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures. Support iOS devices, in a networked environment, Microsoft Office 2010 and 2011, and Outlook 2010 and 2011. Ability to clearly communicate technical concepts to non-technical people. Able to multi-task in a fast-paced environment.

Resolve technical problems and answer queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems for over 5,000 employees. Diagnose, identify, isolate and analyze problems utilizing utilities such as remote desktop to connect and troubleshoot the issue. Route calls/escalate issues to product line specialists. Maintain and update records and tracking databases using heat ticket system. Alert & escalate recurring problems and patterns management. Support various software products and corporate applications, such as ASIMS, BPEL, Harmony, Cost Point, PeopleSoft, Time Collection, Data Warehouse, Business, Intelligence, Impromptu, Rational, IAMAIL, Primavera, On Base, Expensite, RCIS, Agile Point, BPMS, inSite, RevChain and others. Analyze and determine strategies to solve hardware and software problems, troubleshoot desk top applications and operating systems such as Windows XP and Windows 7. Provide Active Directory administration, and local area network support. Provide support for wireless devices including BlackBerry devices, Android devices, apple devices, MS Office. Provide TCP/IP Troubleshooting and support different platforms of browsers.

Provide customers with technical support. Duties and responsibilities are to diagnose, implement, upgrade, update, installing hardware such as hard drives, keyboards, mother board, LCD monitors on laptops, cd/dvd players, ram including all driver software. Format hard drives, restore OS systems, create recovery disk, and install anti-virus software updates, security for Operating systems, including Windows7, Android, and Mac OS 10.1. Expert navigating, implementing and configuring OS systems, such as windows xp, windows vista, and window7, home, professional and ultimate Document all test diagnosis, and customer with way to resolve the customer technical issue . Support Microsoft office 03/07/2010, installation and functionality. Interact with customer providing them with the best technical information to meet their needs. Customize and configure to customer request. Provide support for variety of I pads, iPhones, blackberry devices, Android, tablets, kindle pads, audio equipment, and gaming devices.

Provide IT support for the Office of the Corporation Council. Support the attorneys for the District of Columbia mayor’s administration. Duties include desktop hardware and software support such as pro law and nexus lexus. Configure client profile such as Microsoft outlook. Maintain vlan using windows nt 4.0 platform. Responsible for all network and local printers, hardware and software upgrade, installation and configuration, and performed backups.

B.S, Computer/Information Technology Administration And Management

Education record