Rhoshunda Perry Email & Phone Number

Herndon, Va, Us

Falls Church, Virginia, Us

MAC Support & Mobile Device Engineer (November 2019- present)• Image/re-image, troubleshoot, and deploy at least 120 of a variety of Apple MacBooks (Airs/Pros) & iMacs to current staff and new hires for multiple divisions for graphic designers, software developers, and security testers• Install agency-tested and approved software on Macs using JamfPro• Configure and set up 20 network printers using Jamf Admin• Create static groups in JamfPro for policy and configuration profile deployments• Configure, troubleshoot, and deploy over 4,000 Apple iPhones and iPads to current staff and new hires for multiple divisions using Apple Configurator and AirWatch console• Contact cellular vendors such as Verizon and AT&T to activate new lines of service, modify individual users' plans for hotspot features, international coverage, etc.• Add Apple iPhones/iPads to the device enrollment program (DEP) and mobile device management (MDM) enrollment for non-DEP devices via AirWatch Configurator• Release DEP devices from Apple Business Manager that are no longer in use• Open technical support cases with Apple through their Enterprise account• Resolve and create over 400+ ServiceNow tickets monthly opened on technical issues• Provide white glove service to senior directors and staff members• Technical lead for iPhones/iPads and Macs Hardware Refresh projects• Provide training sessions to Help Desk staff for tips and tricks on working on and resolving issues related to Apple support for first-call resolutions•Create SOPs and guidelines for standard Mac and mobile policies and procedures set in place by the agency•Keep track of Apple inventory for weekly and monthly audits with 100 percent accuracy

OST(Subcontractor to GDIT) - ISS Contractor for U.S Securities and Exchange Commission• Image/re-image, troubleshoot and deploy a variety of DELL & HP desktops and laptops to current staff and new hires for multiple divisions using PXE boot and USB drives with IBM BigFix client• Lead Service Desk coordinator for SEC intern projects averaging 150 users per season• Monitor Tier II queues in Service Now/EAMS ticketing system for tickets that are received from HQ and regional offices• Reduced the open ticket count by 92% going from 865 open tickets down to 70 as well as reducing the average age of open tickets by 82% going from 120 days to 21 days• Reviewed multiple queues throughout the day for P1- P4 incidents, VIP tickets and requests to confirm tickets are prioritized and assigned correctly with a 100% assignment rate

Vienna, Va, Us

• Monitored Tier II queue in Footprints ticketing system• Delegated tasks to team members for daily work and projects• Provided support for Windows 7, Microsoft Office 2010/2013 and support for Enhanced Users (VIP)• Imaged/re-imaged machines for current staff and new hires• Conducted daily walkthroughs of LCE equipment used by staff members and guests• Created and modified team documentation with current processes and procedures• Installed and troubleshot a variety of printers, desktops, and laptops technical issues• Replaced hard drives, LCDs, and memory for desktops and laptops• Used SCCM for software pushes and Windows updates • Troubleshoot iPhone and iPad issues, screen and battery replacements, password login issues and deployed devices to end users

Montreal, Quebec, Ca

• Resolved and accessed tickets in Track-It 9 ticketing system • Collected data for Windows XP to Windows 7 migrations, including but not limited to asset information such as required software, laptops, desktops and printers• Imaged/re-imaged and upgraded workstations for current staff and end users• Used Sophos Safeguard software for encryption • Resolved Outlook archive and PST issues (breaking down and repairing) • Ran scans and removed viruses on affected systems using Malware Bytes and McAfee • Export and import data using Windows Easy Transfer• Used SCCM to push out software and for remote connection to assist end users• Trained new hires on how to use I.T. equipment and customize settings (Outlook signatures, archives/PSTs, etc.)

Information Technology

Information Technology

Education record