Michael V. Email & Phone Number

Washington, District Of Columbia, United States

Arlington, Virginia, United States

Alexandria, Virginia, United States

• Support Dell Latitudes & Microsoft Surface tablets on Windows 10, and iPhones. Laptops run Windows 10, supported with KACE and encrypted using BitLocker and Sophos SafeGuard. iPhones are managed by AirWatch. WiFi-connected devices are authenticated via ClearPass.• Maintain and complete tickets using KACE. First line of communication on an open service desk phone line with the ability for the user to open their own tickets via a self-service portal.• Active Directory Administrative Center used to manage user profiles including resetting passwords, moving OU's, and adding user profiles to groups.• Troubleshoot HP and Brother printers of varying models, which may include replacing toner, various parts, troubleshooting network-hosted printing queues, and installing printer drivers. ScanSnap and Fujitsu scanners with their associated interfacing desktop applications are also supported. Network printers are accessible to end users via PrinterLogic by Canon • Assist with a refresh project to set up and replace outdated laptops with newer Latitude laptops to prepare for a migration to Windows 11, and a project to configure and replace outdated HP Printers.• Work on maintaining/troubleshooting issues with the network closet, including assisting in the refresh replacement of a UPS for the building’s server rack, installing network closet camera and environment monitor, installing new network closet switches, change patch panel connections based on the arrival and departure of end users, and troubleshoot network issues on both ends of the horizontal cabling.

Washington, District Of Columbia, United States

▪ Support HP laptops on Windows 10, iMacs, iPhones and PIV/Smartcards. Windows laptops run Windows 10, supported with BigFix and Microsoft Endpoint Manager. Bomgar is used to remote in and elevate privileges. iPhones are managed by AirWatch.▪ Maintain and complete tickets using BMC Remedy and ServiceNow. Complete an average of 10-15 tickets per day. Tickets usually arrive from tier 1 help desk team before arriving, so the level of difficulty is generally high. Most users are remote, but some come into the office for additional support.▪ Active Directory Administrative Center used to manage user profiles including resetting passwords, moving OU's, correct name spelling, unlocking/enabling accounts, and add profile to groups.▪ Troubleshoot HP, Cannon, and Lexmark printers of varying models, which may include replacing toner, various parts, troubleshooting network-hosted printing queues, and installing printer drivers.▪ Assist with refresh project to replace tablet-based laptops, docking stations, and desktops. This involves testing laptop hardware and software, ensuring policies apply, installing software, and updating docking station firmware. Laptops are shipped to users' homes or if in-person, the laptop would be demonstrated and set up for user. This project covers multiple departments and buildings spanning thousands of users.

Washington, District Of Columbia, United States

▪ Prepare technology equipment for new employees. This includes setting up and testing Windows 10 laptops for issues, enabling the user’s Active Directory account, moving their AD account and laptop to the production OU, managing and setting up company-owned iPhones on iOS 13 using AirWatch MDM, assigning and setting up RSA tokens for both physical key fob and digitally via the RSA app on iPhone, activating network port and setting up a Cisco 8945 VoIP phone, and ensuring there are no issues with the laptops being able to connect to VPN via Cisco AnyConnect client.▪ Manage requests, create accounts, and grant access to external services like Relativity and BOX▪ Manage and fulfill requests for new hardware including Verizon Air Cards, personal printers, docking stations, RSA tokens, iPhones, and laptops▪ Collect/locate and return employees leaving the company and manage the offboarding process to ensure the ticket is completed by the SLA and notate any issues in the incident ticket.▪ Assist with conversion projects including Windows 8 to Windows 10, iPhone 6 to iPhone 8 and SE, and breaking down and rebuilding user setups on floors set to be renovated.▪ On average, 50 tickets are managed in a week, up to 12 new users need equipment a week, and projects are not included in the average ticket count. Tickets are managed in Remedy

Manassas, Virginia, United States

Arlington, Virginia, United States

- Assist employees with Microsoft Word Suite of Products (Word, Excel, Powerpoint, Access, etc) and the Pulse Secure application so users can remote into the FDIC network. Troubleshoot the intranet services, the automated approval system for granting users access to network resources and licensed software, and updating or renewing laptop and Safenet token certificates.- Utilized Software Center and Bigfix to install approved software onto end users' computers. When software is missing from these applications, elevated access is used to install from network folders.- Troubleshoot network connectivity issues, reporting any outages and system-wide issues to the Duty Officer who would open a bridge and escalate accordingly. Utilized command prompt to ping end user's laptops, and used ipconfig to gather information on the user's network information like IP and MAC addresses, release and renew to troubleshoot connectivity issues, and to purge DNS resolver cache.- Support Apple iPhones, Dell Latitude laptops, and PIV/smart cards remotely over the phone and by email. Calls, Emails, and P1 issues are tracked and managed in ServiceNow. On an average day, around 70-100 new tickets are made, with around 60 phone calls received from end users.- Manage user profiles with Active Directory, including unlocking locked accounts, resetting passwords, re-enabling accounts, and extending account expiration dates. Utilized Micro Focus Reflection updated to access our mainframe and reset end user's passwords for access to Vision and the mainframe. Ran gpupdate /force in command prompt for users whose account information or other policies aren't updating automatically.

Centreville, Virginia, United States

-Assist clients by troubleshooting and resolving issues with our proprietary SaaS TEM software using a proprietary management console. This also involves troubleshooting issues with Google Chrome, Firefox, Internet Explorer, Microsoft Edge, and Windows & Mac settings.-Maintain and complete tickets using Service Now and proprietary “Global Helpdesk” ticketing service.-Work an average of 20-30 new tickets a day that can vary in difficulty while continuing to manage older tickets. Throughout the life and path of a ticket, we are responsible for keeping the client informed. This is the first line of communication for the clients contacting Dimension Data for technical support.-We support over 200 different companies with many system administrators per company.-Utilize Microsoft Office 365 to manage emails from our personal work email and general client support email address to allow us to communicate with users in their preferred form of communication. We also manage documents used to communicate database information for more efficient changes in bulk.-Communicate with clients via email, ticketing system, or phone to manage and resolve service issues as well as work with our team and different departments to oversee the resolution of the issues or requests.-Work to improve standard operating procedures and submit requests for changes that improve the tools and systems Dimension Data and its clients use for increased efficiency and decreased error rates in various fields.

Springfield, Virginia, United States

-Set up, maintain, and repair end user devices in the company environment, which can include laptops, desktops, cellphones, and desk phones-Support Windows 7, 8.1, 10, Mac devices, iOS, and Android. Also troubleshoot issues in Microsoft Office 365 and issues with external software used to map gas pipe locations and potential vulnerabilities.-Maintain and complete tickets using Service Now. We completed an average of 7-12 tickets per day. Tickets go through a tier 1 help desk team before arriving to us so the level of difficulty is usually high, often requiring network changes or part replacement after extensive troubleshooting.-Support the many locations of Washington Gas, which employee count easily surpasses the thousands.-Maintain and monitor the network of printer system, repairing printers when they break or are not showing up on the network-Utilize Windows Administrative Tools on Windows 7 and 10 to monitor user profiles in Active Directory and troubleshoot issues in relation to user accounts-DBAN returned laptops and restore them with an image on our server using PXE booting on our local network-Work to upgrade the company environment by setting up, testing, and distributing work tablets that were replacing hard laptops for workers out in the field. This includes SIM and GPS setup.

1351 Central Park Blvd, Fredericksburg, Va 22401

-Set up, maintain, and repair arcade machines, attractions (like bumper cars and laser tag equipment) and other building utilities-Assisting in opening and closing the store by powering, setting up, and safety testing the rides, attractions, arcade machines, and utilities.-Work with customers experiencing machine or utility difficulty to ensure customer satisfaction. Response time was immediate as customers would wait for our arrival to troubleshoot the machines-Collect customer feedback and work to see how the business can improve the customer experience-Number of machines needing troubleshooting/repair could vary by day but there were usually an average of 7-10 machines that would require assistance. This would include machines waiting for parts.-Repair would include electrical work, soldering, part replacement (including steering wheel replacement and graphics card replacement) and breaker work.

Associate’S Degree, Information Technology

Year Up is a one-year, intensive training program that provides low-income young adults, ages 18-24, with a combination of hands-on skill.

Associate’S Degree, Business Administration And Management, General

Earned 64 college credits towards a Business Administration Associates Degree Relevant courses include: Web Page Design I, Intro.

High School

Associate'S Of It, Information Technology

Earning college credits towards an Information Technology Degree Relevant courses include: Advanced Database Management, PC Hardware.