Mildred Mugocheki Email & Phone Number

United States

Vancouver, Wa

• Created an effective Helpdesk Team through coaching and mentoring• Kept the remote Helpdesk Team within the agreed SLA and Line down responses• Improved inter-departmental collaboration • Initiated and increased strategic response to troubleshooting of factory and office computers• Decreased downtime by applying the quickest troubleshooting routes, while maintaining resource consumption to a minimum• Persistently, remained under budget by strategizing resource allocation via a systematic computer lifecycle• Maintained an efficient procurement of appropriate computers for various departmental needs• Implemented deployment of MFA and MDM programs based on US - DFARS and EU – GDPR• Successfully provided options to troubleshooting scope-creep for IT helpdesk team• Successfully balanced downtime and workarounds to minimize income loss• Implemented Advanced Threat security policies and improve Office365 quarantine self-learn process

Vancouver, Wa

• Helpdesk coordinator• Maintains onsite Active Directory• Administers the company’s Office 365 cloud environment• Responsible for MS Office licensing• Procures IT equipment (computers and consumables)• Maintains operational, configuration of Windows server environment• Troubleshoots networking and server issues• Contribute to and maintain IT system standards• Assist in maintaining and setting up Brocade network environments • Administers the Sophos Endpoint anti-virus and encryption servers• Supports end-users via phone, email, in-person• Maintains VMware virtual desktop system• Responsible for imaging and backup of business-critical computers via Mirage• Administers Mozy online backup for executives and frequent travelling users• Performs ongoing performance tuning, hardware upgrades, and resource optimization as required

Vancouver, Wa

• Helpdesk coordinator• Perform escalated Helpdesk tasks• Maintains Active Directory• Administers the company’s Office 365 cloud environment• Responsible for MS Office licensing• Procures IT equipment (computers and consumables)• Maintains operational, configuration of Windows server environment• Troubleshoots networking and server issues• Contribute to and maintain IT system standards• Assist in maintaining and setting up Brocade network environments • Administers the Sophos Endpoint anti-virus and encryption servers• Supports end-users via phone, email, in-person• Maintains VMware virtual desktop system• Responsible for imaging and backup of business critical computers via Mirage• Administers Mozy online backup for executives and frequent travelling users• Performs ongoing performance tuning, hardware upgrades, and resource optimization as required

Vancouver, Wa

• Installs, tests, and maintains a variety of PCs running Win XP, 7, 8 of software systems, with LAN connectivity• Administer and supports Office 365, Office 2007, 2010, 2013• Performs diagnostic tests, modifies or repairs hardware on laptops and desktops• Implements computer life cycle systems• Procures Pcs, peripherals and accessories• Provides support via phone, email, gotomeeting, Lync and in-person• Extends support to traveling and remote users at other nLight plants worldwide• Responsible for imaging and backup of business critical computers• Acts as a customer representative/coordinator for the HelpDesk between end-users and IT Team• Establishes and maintains a parts inventory for PCs and computer center-related materials• Researches current IT support trends and is prepared to make recommendations• Provides both IT and end-user support documentation • Responsible for Active Directory, Office 365 Exchange new user updates and maintenance• Responsible assigning shared folder permissions and general security • Provides troubleshooting and act as liaison for smartphone users and phone service providers• Responsible for setting up extensions, handsets and maintenance of VOIP phone system• Support replacement systems of computers for various manufacturing floor tools and machines• Assist in providing specialized troubleshooting to some of the laser manufacturing applications as needed• Assist in networking troubleshooting in a VLAN environment• Assists with server patching on IT weekly maintenance schedule

Conduct remote tech support for internet connectivity to clients (parents & students across country) of varied computer aptitudes;Recommend troubleshooting options for PC hardware & software issues with OS Windows 2000, XP & Vista;Advise 1st tier technical support on propriety software troubleshooting to provide successful interactive environment;Verify student contact information and assist in the planning of student session schedules;Utilize footprints ticket system to prioritize and document tickets;Advise clients on tutoring program milestones, expectations and benefits as required;Resolve logistics issues from address verification, shipping and replacements of PCs and parts;Coordinates with various departments for resolutions to specific issues for clients during the program;Consult with 3rd tier technical support and team leaders;New Avenues for Youth

Installing & configuring desktops & laptops with Windows 2000, XP & Vista at multiple sites; Monitoring and maintaining 90+ PCs and network hardware; Troubleshooting Windows Server 2003, MS SharePoint, MS Exchange, Terminal Server problems;Assisting managing crisis situations (or referral to third parties, if appropriate);Acquiring and replacing parts as required; Providing procedural support and documentation for staff training and IT knowledge base; Administration of network applications including proxy and firewall servers;Setting up new users workstations and access information; Performing computer system rebuild and imaging;Prioritizing and managing open cases for 'ticket system' and finishing tasks on schedule; Provide support for the organization internal phone system;Setting up required IT equipment for various events;Acting as Primary IT contact in the absents of IT director;

End-user installation, troubleshooting & administration of +100 desktop PCs with WIN XP & 2000 OS;PC Deployment and Kiosk setup / Kiosk Tear down and proper PC storage;Troubleshooting and installation of peripherals (camera, printers, modems & routers);Provide on call response for emergencies, to more than 30 sites;Respond and update tickets posted on the Ticket system (helpdesk pilot);Attend to phone and DSL installation;Install and maintain dial-up, and wireless internet connections in kiosks;Install, maintain and troubleshoot Ethernet networks;End-user installation, management and troubleshooting of Jackson Hewitt in-house software; Assist in the creation and management of a knowledge base (FAQs); Inventory capturing and maintaining of inventory database;Support field staff with any ad-hoc Technical issues;

Ensure optimal function of MMA's three current websites (check broken links & content errors);Upload content on the website from word-processing documents;Research and advice on purchase of modules to increase web functionality;Assist as technical assistant on production of functions and user specification of MMA software;Check and Debug the software;Consider content that can be added to enhance the user-friendly of MMA websites;Assist in the design of new websites for MMA software;

Unpacking new desktop PCs and setting them up;Testing, some configuring, and re-packing of old PCs for shipping; Interact with desktop support, asset control and the user community to fulfill deliverables in a reliable and professional manner;Making sure all PCs get deployed on time with minimum interruption to office operation;Take accurate inventory of all electronic equipment on a site;

Responsible for operation, configuration and performance of the network;Trouble shooting and configuration of Hardware and software;Administering computer and network security;Performing tuning, monitoring and routine scheduled maintenance of the computers;Data analysis and preliminary database design;New hardware and software evaluation;Procurement of hardware and software;Data modeling and optimization of health reports;Capacity planning and sizing of the network;Environmental documentation;Develop effective backup and recovery strategy;Computer training for local staff;

Data capturing;Updating of debtors accounts (accounts receivables);Compiling computerized debtors (vendor) listing;Debt collection and receipting;Management of creditors (accounts payable);Account receivable i.e. credit vetting of debtors, producing monthly statements for debtors;

Designing coding system for more than 3000 items;Costing on hardware and electrical goods;Ensuring quick delivery of outstanding orders and imports;Producing management stock reports (minimum & maximum stock levels, audit trails for goods received and returned, cost comparison reports, etc);Maintaining coding system;Supervising the labeling of stock codes;Data capturing for accounting purposes;Assisting in designing point-of-sale debtors and creditors modules;

Master Of Science (M.Sc.), Global Studies And International Relations

Bachelor Of Science, Information Technology; Business System Analysis Concentration

Diploma, General Computing

Education record