Michael Gemma Email & Phone Number

Gaithersburg, Maryland, United States

Configure and Deploy Dell computers and Laptops for new hires Manage company phones using Meraki Remote into user devices using TeamViewer and VNC remote Troubleshoot Office 365 applications such as Outlook, Excel and Teams Assist with Printer connectivity Resolved computer issues based on service level agreements using Service Now ticket system Provided Office 365 Administration / Support Supported Mobile devices including Android and IOS using Meraki

Baltimore, Maryland, United States

Resolve computer issues based on service level agreements using Service Now ticket system Provide escalation to technicians in the Baltimore site Work with other team leads from regional sites coordinating current IT projects Conduct interviews for potential new hires Make hiring recommendations to management Review and approve timesheets Assign tasks to team members Manage the flow of day-to-day operations. Create and distribute reports to update the… Show more Resolve computer issues based on service level agreements using Service Now ticket system Provide escalation to technicians in the Baltimore site Work with other team leads from regional sites coordinating current IT projects Conduct interviews for potential new hires Make hiring recommendations to management Review and approve timesheets Assign tasks to team members Manage the flow of day-to-day operations. Create and distribute reports to update the company on the team’s progress Develop a strategy that the team members can use to better reach a project’s goal Determine the completion timeline and monitor progress to keep the project on track and on schedule Show less

Gaithersburg, Maryland, United States

Help Desk Support Analyst provide onsite and remote technical support to all GeneDx employees and VIPs on MAC and PC platforms using SCCM and Bomgar Resolved computer issues based on service level agreements using Service Now ticket system Provided Office 365 Administration / Support Escalated incidents to appropriate SME personnel and detachments according to established processes and procedures Provided support for Desktop computers in Data Center Provided support for… Show more Help Desk Support Analyst provide onsite and remote technical support to all GeneDx employees and VIPs on MAC and PC platforms using SCCM and Bomgar Resolved computer issues based on service level agreements using Service Now ticket system Provided Office 365 Administration / Support Escalated incidents to appropriate SME personnel and detachments according to established processes and procedures Provided support for Desktop computers in Data Center Provided support for Desktop computers in Labs Run Powershell scripts for applications Supported Mobile devices including Android and IOS using MobileIron and Endpoint management Configured computer images for deployment using SCCM Deployed computers to new employees Show less

District Of Columbia, United States

Help Desk Support Analyst provide on site and remote technical support to all American Association for the Advancement of Science employees and VIPs on MAC and PC platforms using GoToAssist and its integrated ticketing system Provide Office 365 Administration / Support Escalated incidents to appropriate SME personnel and detachments according to established processes and procedures Android and IOS Mobile device support Deploy computers to new employees

Washington, District Of Columbia, United States

Help Desk Support Analyst provide on site and remote technical support to all American Association for the LCG and NIH employees and VIPs on MAC and PC platforms using GoToAssist and its integrated ticketing system Provide Office 365 Administration / Support Escalated incidents to appropriate SME personnel and detachments according to established processes and procedures Mobile devices supporting Android and IOS Deploy computers to new employees

Nih/Nci Shady Grove Rockville, Md

Supports and Deployed Operating Systems: Windows 10, MS Office Suite 2013- Provides support on complex hardware and operating system software and typically involves certified systems engineers when additional support is needed.- Provides technical support for users in-person and by telephone, as part of the National Cancer Institute service desk team. May resolves software and hardware desktop issues.- Assists users by utilizing experience with port security, remote access, and VPN… Show more Supports and Deployed Operating Systems: Windows 10, MS Office Suite 2013- Provides support on complex hardware and operating system software and typically involves certified systems engineers when additional support is needed.- Provides technical support for users in-person and by telephone, as part of the National Cancer Institute service desk team. May resolves software and hardware desktop issues.- Assists users by utilizing experience with port security, remote access, and VPN port security.- Supports equipment moves/adds/changes. Assists Help Desk Lead with managing daily operations.- Updates all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Tracks activities of technical support specialists to whom tickets were assigned.- Provides end user training instruction. Show less

Bethesda, Maryland, United States

Help Desk Support Analyst provided technical support to all National Library of Medicine employees and VIPs Resolved Help Desk tickets using vFire and ServiceNow Monitored applications and hardware in the Data Center for National Library of Medicine

Silver Spring, Maryland, United States

System Administrator/Network Engineer - IT Specialist for the Silver Spring officeLead support for Washington officeSetup and deploy Windows operating system images for various departmentsPrinter setup and troubleshootingMS Office administrationPerform annual security audit for computer systems using Sharepoint

Silver Spring, Maryland, United States

Lead System Administrator - Windows DeploymentLed team for deployment to entire agency patching machines to latest security versionMS Office administrationPrinter setup and troubleshooting

Washington, District Of Columbia, United States

System Administrator/Desktop Support for Members of Congress and their constituentsMS Exchange Administration - creating and managing email accounts and mail folder permissionsPrinter setup and troubleshootingMS Office administration Remote support for constituent offices

Washington, District Of Columbia, United States

Performed Tier 2 level engineering and technical support in high profile, fast-paced environment for the US Court of Federal Claims whose mission focuses on Federal Court related activities Used technical expertise in Track-it and Remedy user support management applications Designed and implemented annual disaster simulation, testing continuity and proficiency in network and data recovery while staying abreast of advances in technology Resolved account, database, and user… Show more Performed Tier 2 level engineering and technical support in high profile, fast-paced environment for the US Court of Federal Claims whose mission focuses on Federal Court related activities Used technical expertise in Track-it and Remedy user support management applications Designed and implemented annual disaster simulation, testing continuity and proficiency in network and data recovery while staying abreast of advances in technology Resolved account, database, and user related problems resulting from network issues Reviewed project plans to plan and coordinate project activity Met with department heads, managers, supervisors, vendors, and others, to solicit cooperation, resolve problems, and raise awareness of potential issues Recruit, hire, train and supervise staff, and participated in staffing decisions for the office Evaluated data processing contract proposals to assess project feasibility and requirements and provided input on selection of a contractor Show less