Anthony Sam Email & Phone Number

Upper Marlboro, Md, Us

● Assist staff by remoting into their pcs to help diagnose and resolve software and hardware issues.● Assist staff navigate school applications like clever, synergy, frontline and canvas.● Set up VPN for users to connect to school network remotely.● Use active directory to add staff members to groups, reset passwords, and enable accounts.● Set up MFAs for staff members.● Provided desktop systems support, user support, training, customer service, system Maintenance, Software configuration, for about 26000 the school employees.● Support clients either through zoom, or phone. ● Assist users by creating tickets and escalating to tiers 2 and 3.● Provided support remotely using remote control tools and performed on site investigations when necessary.● Ensure department training are completed by due dates.● Support both windows and mac pcs.● Ensure routine system maintenance (execute software updates and hardware upgrades).

Noida, Uttar Pradesh, In

● Provided Desktop Systems Support, User Support, Training, Customer Service, System Maintenance, Hardware/Software Configuration, Components Repair and Diagnosis for 10000 employees.● Experience with Active Directory, network monitoring and network management tools, network security, authentication, encryption systems and Backup systems.● Served as point of contact for all LAN & WAN related issues.● Worked on incidents at Tier 3 level reported ITSM, email, and walkup for onsite or remote users.● Troubleshooted escalated calls and incidents. Assisted tier 1 support analysts desk side.● Troubleshoot hardware and software issues including Dell laptops, peripherals, COTS, and in-house software.● Contributed to the knowledge base system by updating and submitting articles for use through ITSM.● Provided support remotely using remote control tools and performed on site investigations when necessary.● Installed and maintained Cisco routers -2600, 2500, 3640, 4500, 6500 and 3550 L2/L3 switches.● Troubleshooted connectivity issues for users on site and remote VPN/SOHO router users.● Ensured that team members adhered to schedule expectations.● Mentored analysts in a way that improved troubleshooting efficiency and effectiveness. Created Instructional guides and provided training and deskside coaching for the Team.

● Took over complex tickets beyond tier one support scope of support. Ran diagnostics, captured device and logs. Determined root cause of application issues. ● Monitored top issues, provided updates, and ETA for resolution to tier one technical support. ● Documented, wrote technical processes, and scripts to improve and address emerging software and hardware issues.● Committed to time critical issues, responded to escalations via email, and followed up until the ticket resolution.● Assisted customers with Windows account setup.● Troubleshooted, tracked, and resolved all hardware tickets daily.● Resolved issues such as the Wi-Fi connectivity, locked devices, slow device performance, device upgrade, configuration, application performance, defective hardware, and BSOD’s issues.● Used diagnostic tools and troubleshooting to determine if a device needs repair. Setup repairs and replacements.

Satellite Beach, Florida, Us

● Respond to customer queries by phone, email, and video chat in a timely manner.● Explain the causes of the issue in simple terms to clients to avoid recurrence.● Perform hardware diagnostics to determine root cause.● Remove malware from computers to aide performance.● Properly document worked performed using ticketing system.● Troubleshoot local area networks.● Perform hardware repairs (replacing system boards, memories and all pc components).● Provide excellent customer service and informal education to clients on how to properly maintain their PC’s.

Google It Support Professional Certificate, It Support

Information Technology