Rolando Mello Email & Phone Number

Bethesda, MD, US

• Serving as a System Administrator in various environments, my primary function is to patch servers in accordance with our security policy and to work with the Security team to maintain a 95% compliance rating. I am.
• Create user accounts for multiple environments/ domains including AWS, AD and IDM
• Troubleshoot Windows Server related issues
• Troubleshoot Jira, Jira Align and Confluence user issues
• Create software packages to deploy in Windows environment
• Support Red Hat Enterprise Linux (RHEL) user account creation, deletion and troubleshooting

Mclean, VA, US

• Responsible for the support of end user requests and issues, I provided all levels of troubleshooting and remediation support for the Iridium IT Help Desk. Worked in cooperation with system administrators, network.
• Primary POC for 24-hour Satellite Operations Center (SOC), and secondary support for remote offices
• Managed support requests from multiple sources, i.e., walk-ups, phone, email, IMs’ and the Service Now trouble ticketing system
• Installed, moved, added and changed (IMAC) corporate hardware, i.e., desktops, laptops, mobile devices, peripherals as well as associated operating systems and applications for all users in a multi- site corporate.
• Took corrective action and provided root cause analysis
• Assisted in successfully migrating to a new enterprise printer contract and hardware equipment

Austin, TX, US

• Primary function was to serve as a team lead for local IT support group in a global environment. Including myself, this included a junior staff member and a technician with historical information that was used to build.
• Analyzed and resolved problems in accordance with service level agreements, escalating when necessary
• Provided IT support for the users worldwide utilizing Salesforce.com to manage support requests
• Provided troubleshooting and configuration support for client workstations, mobile devices, and VoIPsystems
• Interacted via telephone, e-mail and one on one with customers to perform diagnostics and resolvedtechnical problems
• Created user accounts for new hires to include, Active Directory (AD), Exchange, Lync/ Skype forBusiness and various 3rd party accounts cloud accounts

Herndon, Virginia, US

• As the Information Systems Specialist (ISS), I served as the primary Point of Contact (POC) for technical information and communication services in support of the Corporate Office and secondarily regional activities. I.
• Using Zendesk trouble ticketing system, documented all support issues that originated from various means, including walk-ups, phone calls and IM’s
• Responsible for new hire orientation to include; account creation, hardware allocation and familiarization of Apple operating system
• Patched Apple and Windows OS using Apple Software Update Server (SUS) and Secure Shell (SSH)
• Performed quarterly tests of MSRC’s Retrospect enterprise backup system and monitor cloud backups for remote users using Backblaze Business Backup software
• Deployed and maintained Symantec End Point Protection anti-virus software