Randolph Cort Email & Phone Number

Washington, District Of Columbia, United States

Onsite and remote user technical assistance License management Hardware management 1 st line system management as needed, especially SharePoint, Teams and Salesforce Video conferencing support and maintenance Documentation and user guides for internal systems Procurement and logistics Logistical onboarding and offboarding of employees

Baltimore, Maryland, United States

-Builds positive relationships with internal and external clients to ensure a stellar customer service experience-Initiate, Maintain and monitor several projects/tasks with many different completion dates while working in a fast paced, constantly changing environment.-Resolve assigned help desk tickets to ensure customer satisfaction and resolution their issues.-Manage time effectively to ensure any of the 1500 users in Baltimore City can access all systems remotely and on site… Show more -Builds positive relationships with internal and external clients to ensure a stellar customer service experience-Initiate, Maintain and monitor several projects/tasks with many different completion dates while working in a fast paced, constantly changing environment.-Resolve assigned help desk tickets to ensure customer satisfaction and resolution their issues.-Manage time effectively to ensure any of the 1500 users in Baltimore City can access all systems remotely and on site. -Ensure effective communications with all clients, Supervisors and ManagersActive Directory Support-Create Accounts/Password Support/Manage Users needs-Set up Desktop/Laptops/Peripherals for employees in Baltimore City -Critical Thinking and Troubleshooting Laptop/Desktop Issues including Imaging and Reimaging/Technical Issues-Work with multiple systems such as Remedy, JIRA, Unix, Linux Terminal Agent, ZENworks, Intune, Microsoft Azure Show less

Provide troubleshooting and technical support on applications, connectivity issues, and service customer calls and e-mail issue requests on multiple platforms and operating systems and resolving them per customer service level agreement Record all issues/problems within the NIH ServiceNow ticketing system; and update and close tickets when resolvedAct as liaison to strengthen the relationship between NIH and CIT Help Desk agents, Relationship Management team and IT Support… Show more Provide troubleshooting and technical support on applications, connectivity issues, and service customer calls and e-mail issue requests on multiple platforms and operating systems and resolving them per customer service level agreement Record all issues/problems within the NIH ServiceNow ticketing system; and update and close tickets when resolvedAct as liaison to strengthen the relationship between NIH and CIT Help Desk agents, Relationship Management team and IT Support Personnel.Diagnose and resolve technical software and hardware issuesResearch questions using available resourcesSuggest knowledge needs and opportunities for the IT Solutions Center (ITSC) Show less

Provided walk-in, email, and telephone support.One-on-one “how to use” application support for Microsoft Windows office applications and equipment for 5,000-6,000 employees at United States Coast Guard Headquarters. Assist walk-in customers with using peripherals and hardware including scanners, wide format printers (plotter), CD/DVD duplication, and various types of removable media and video capturingMaintained computer equipment for customer checkout (e.g. projector, digital… Show more Provided walk-in, email, and telephone support.One-on-one “how to use” application support for Microsoft Windows office applications and equipment for 5,000-6,000 employees at United States Coast Guard Headquarters. Assist walk-in customers with using peripherals and hardware including scanners, wide format printers (plotter), CD/DVD duplication, and various types of removable media and video capturingMaintained computer equipment for customer checkout (e.g. projector, digital cameras, video cameras, etc.)Answer phones and assist customers with questions, inquiries, and create tickets using Remedy. Used remedy to check tickets and respond to cases, close tickets. Meet and greet/escort visitors, whether military or civilian, and provide support if needed during their time at the headquarters. Show less

1 out of 2 members (My supervisor and I) that made up the entire IT Staff at our D.C location; responsible for supporting 150-200 employees on site, and 500-1000 employees including phone and remote support with the larger Chicago office. -Provided technical expertise for implementation, troubleshooting, installation and upgrades for hardware and software for all Business User issues logged in the ChangeGear ticketing system.-Answered telephone inquiries via an ACD System and log… Show more 1 out of 2 members (My supervisor and I) that made up the entire IT Staff at our D.C location; responsible for supporting 150-200 employees on site, and 500-1000 employees including phone and remote support with the larger Chicago office. -Provided technical expertise for implementation, troubleshooting, installation and upgrades for hardware and software for all Business User issues logged in the ChangeGear ticketing system.-Answered telephone inquiries via an ACD System and log all Business User’s request in our ticketing system.-Change Passwords, update apps, firewalls, programs, OS -Set up meeting rooms, installation of cables, preload software, test and make sure things are ready for various meetings or projects.-Provided troubleshooting and resolution on all technical requests or escalate to the correctdivision and/or personnel while providing prompt, professional, courteous service.-Assisted staff through active directory, unlocked accounts, troubleshoot Microsoft office suites issues and Microsoft Exchange.-Laptop and Desktop set ups for new employees or upgrades/swap outs-Use Remote Desktop Connection or Team Viewer to remotely troubleshoot issues when user needs to see the solution step by step, or if I need to see users screen in order to solve issue. Show less

-Supported clients in DC, VA, MD, PA, DE-Uninstalled and installed computer hardware and Touchpoint Equitrac software-Label and package outdated software

Analyzed functional specs for completeness and testability-Created or maintained databases of known test defects.-Tested Wi-Fi portal landing pages on various devices-Monitored bug resolution efforts and tracked successes over WAN/LAN’s-At times answered phones for WAN support-Reviewed software documentation to ensure technical accuracy, compliance, or completeness, or to mitigate risks.-Worked through Linux/Unix Terminal using SSH/Bash run commands-Tested… Show more Analyzed functional specs for completeness and testability-Created or maintained databases of known test defects.-Tested Wi-Fi portal landing pages on various devices-Monitored bug resolution efforts and tracked successes over WAN/LAN’s-At times answered phones for WAN support-Reviewed software documentation to ensure technical accuracy, compliance, or completeness, or to mitigate risks.-Worked through Linux/Unix Terminal using SSH/Bash run commands-Tested bugs/defects and updated tickets in JIRA -Worked through SharePoint providing projections and results for projects/surveys-Ran Cellular survey analysis on Amtrak transit routes in Toronto, Ontario, Canada-Analyzed fleets performance within company databases for various customers that we contract with.-Tested system modifications to prepare for implementation.-Develop testing programs that address areas such as database impacts, software scenarios, regression testing, negative testing, error or bug retests, or usability.-Identified, analyzed, and documented problems with program function, output, online screen, or content. Show less

Part of a small IT Team that supported over 4,000 students and roughly 300 faculty/staff members.-Answered user inquiries regarding computer software or hardware operation to resolve -problems.-Referred major hardware or software problems or defective products to vendors or technicians for service.-Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities using Active Directory Ticketing system. -Sorted mail,… Show more Part of a small IT Team that supported over 4,000 students and roughly 300 faculty/staff members.-Answered user inquiries regarding computer software or hardware operation to resolve -problems.-Referred major hardware or software problems or defective products to vendors or technicians for service.-Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities using Active Directory Ticketing system. -Sorted mail, delivered mail, ordered ink, trouble printers before escalation, installed ink/toner in 3 different buildings-Set up equipment for employee use in all major departments, performing or ensuring proper installation of cables, operating systems, or appropriate software for Professors Desktop and laptops for proper use.-Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Show less

Internship during undergrad enrollment at my time at University of Maryland Eastern Shore-Changed passwords-Troubleshoot CPU and Laptop issues-Assign temporary laptops-Set up PowerPoint and other programs for professors-Assign rented rooms