Phyllise Manuel Email & Phone Number

California, United States

● Troubleshoot, diagnose, and upgrade PC systems.● Achieve 95% high first call resolution on a monthly basis and 95% customer satisfaction rate.● Responsible for responding to email, chat or phone queries and offering technical support to customers to resolve issues in a timely and professional manner.● Maintains processes and procedures to ensure that the documentations, screening, and verification of credentials for all employees in the agency meet FISMA, NIST, HHS, and FDA requirements.● Reset passwords, unlock, and verify customers' domain accounts in Active Directory.Troubleshoot and assist users with updating their CAC Card, PIV Card, Smartcard and PKI Certificate Authentication for SSH using Access Card Utility.● Troubleshoot VPN connectivity issues for remote customers.● Research questions using available information resources, including an IT Help Desk knowledge base.● Troubleshoot performance issues on mobile devices regarding the installation and utilization of company specific applications and other web portal related issues.● Troubleshoot, resolve, and advise other staff members and management about networking issues.● Working knowledge of Active Directory to include managing user accounts, Computer Accounts, and Group Membership.● Supports Windows 10 Operating System

Atlanta, Ga

● Resolved tickets within the Remedy queue with consistent ticket resolution prior to outlined SLA’s.Provided product lifecycle support through OKTA as an application administrator that includes onboarding, offboarding, and configuration of authentication methods through the OKTA platform.● Ability to learn and leverage a variety of industry standard IT applications to efficiently monitor and maintain a mid-sized environment.● Provided training and served as technical resource for junior help desk team members.● Communicated in a team environment using industry standard collaboration tools.● Created and maintained detailed documentation.● Ensured company policies and procedures are followed.● Effectively prioritized and managed several projects simultaneously.● Administered Office 365 to include deployment, troubleshooting, and license management.● Worked closely with software and hardware vendors to accurately document changes in processes for troubleshooting and remediation.