Samia Hammad Email & Phone Number

Chantilly, Va

• Work for the Department of Veterans Affairs (DVA) as a contractor with Iron Bow.• Project Lead for the National Telehealth Technology Help Desk (NTTHD).• Lead, manage and oversee requirements gathering, system and process analyses, and the execution of initiatives that address needs and improve overall system processes.• Act as ServiceNow Subject Matter Expert, a ticketing tool used to manage tasks by providing a centralized service catalog for requests for technology services or information. Provide expert guidance to team for setup and implementation.• Compile and present data reports from ServiceNow system to VA senior leadership, and ensure data is accurate, timely and responsive, and reflects current status of issues. • As SharePoint Administrator, first point of contact for providing expertise, support, administration, user education and security. • Manage User Acceptance Testing to ensure the system can handle the required tasks in real-world scenarios, and in accordance with specifications, so that demonstrations reflect a perfectly functioning operation.• Detect, report and resolve bugs, as they exist during testing and reviews.• Point of contact for the concept design and initiation of new IT projects.

Chantilly, Va

• Worked for the DVA/VHA Telehealth as a contractor with Iron Bow Technologies.• Set up, managed and troubleshot department-wide video conferencing using Cisco videoconferencing tools.• Provided tier 3 level support for VA Video Connect (VVC – hosted on Pexip) solution used by VHA to conduct telehealth appointments.• Handled and presented Customer Satisfaction Score (CSAT) via CVENT on monthly basis.• Provided Cisco endpoints’ utilization reports via Vyopta, a monitoring and analytics tool, to VHA Telehealth senior leadership.• Point of contact for resolving Cherwell tickets that were escalated for assistance. Responded promptly and provided outstanding service. Regularly reviewed Cherwell tickets to provide quality reviews and ensure correctness.• As SharePoint Administrator, first point of contact for providing expertise, support, administration, user education and security. • Assisted in the development of Standard Operating Procedures and Technical Guides for use to provide service and support guidance.• Developed weekly and monthly reports for VHA Telehealth senior leadership that provided clear information pertaining to completed and pending issues and current status.• Acted as Cherwell Subject Matter Expert, a ticketing tool used to manage helpdesk tickets. Provided expert guidance to team for setup, enhancements, and implementation.

Mclean, Va

Evaluate current VTC infrastructure Administration of Polycom VTC infrastructure including maintenance, upgrades and troubleshootingAdministration of AMX environment, including coding for touch panels, controls of AMX switchers

Washington Dc

• Worked for the International Monetary Fund as a contractor with Randstad Technologies.• Managed and ensured connectivity for a myriad of platforms, including: o Adobe Connect, used to create presentations, webinars, desktop sharing, online training, etc.o Polycom Video Teleconferencing and Skype, used for national and international conferences. o Polycom RealPresence Conferencing, used for desktop conferencing.• Provided Tier 2 and Tier 3 troubleshooting for Adobe Connect, Polycom and Skype. Analyzed issues, defined problems and incorporated quick, effective resolutions. • Provided technical writing and documentation for Collaboration platforms and wrote “How To” instructions with Frequently Asked Questions and Answers.• Conducted routine quality reviews to ensure Collaboration platforms worked seamlessly.• Managed the AV/IT SharePoint site. Provided guidance and support for users.• Managed the organizational intranet web pages to ensure collaboration platforms remained in good working order.• Created and conducted training for executive staff with key presentations to explain new collaboration tools and services.

Washington D.C. Metro Area

• Assigned as a project lead to take Webex solution from the pilot phase and implement it across all the agencies within Department of Labor (DoL).• Assessed the solution to confirm that it meets the security requirements.• Built test cases and conducted testing for the following modules of WebEx: Meeting Center and Training Center.• Gave presentations to executive staff to introduce WebEx as the new web conferencing solution for Dol.• Created training material for end-users as well as for tech support.• Provided training sessions prior to launching WebEx.• Launched WebEx solution across DoL successfully. • Created a Return on Investment (ROI) model for using WebEx compared to other web conferencing tools utilized prior to WebEx.• Managed WebEx meetings conducted by executives.

Perform Wireless duties such as new device orders, Enterprise Activation via BES, troubleshoot issues on devices, replacements. Work with Sprint, Verizon and AT&T vendors for issues related to their services or devices.Work with blackberries and iPhones. Help users activate and troubleshoot their devices. Ensure the device is working properly and activated on BES once user receives it.Work closely with users for any device related issues.Assist users with data backup and synchronization.In training for MAC iPad and iPhone enterprise activation and management.

Manage RSA tokens for the employeesMonitor data for secure id tokens to ensure the security of the company information.Weekly orientation to educate new hires on RSA token and remote access.Assign and un-assign tokens via RSA Security ConsoleTroubleshoot RSA token related issuesTerminate remote access for termed employeesManage monthly reports for token via Excel.

Cover hotline shift to assist user over the phone for Active Directory password, and remote access issues.Create helpdesk tickets via Remedy for other techs.Work on technical tickets assigned to me. Document all steps taken for issues reported via the Remedy helpdesk ticket system.Create PRs for all the ITS purchases such as hardware, toners and keep track of each PR.Pc/laptop imaging using our updated image. Perform printers’ maintenance Help new hires with PGP encryption and bitlocker setup. Provide excellent customer service.Follow up with user to ensure that the issue is resolved.

Sole conference admin for the company of more than 6000 employees; handle Cisco WebEx, audio teleconferencing, and video teleconferencing (VTC) administrationResponsible for creating and managing Cisco WebEx and Verizon Teleconferencing accounts.schedule and setup VTC meetings on the bridge using Polycom MGC manager software; conduct tests before meetings; monitor each meeting via Polycom remote monitoring toolReport VTC units and connectivity issues to network team and follow up for solutions.Work directly with the vendors to troubleshoot issues with WebEx and/or Verizon audio accounts and their functionalities.Responsible for creating, updating and managing documentation for WebEx, audio conferencing and VTC posted on the SRA portal.Manage the WebEx licenses monthly by running reports on each license usage and deactivate any unused license. Work on Excel for spreadsheets with WebEx data.

Respond to requests for technical assistance via phone and remote controlTroubleshoot system and network problemsdiagnose and solving hardware/software faultsAdvise users/hair stylists on appropriate action by following standard help desk proceduresLog all help desk tickets and interactionsIdentify and escalate situations requiring urgent attentionTrack and route problems and requests and document resolutions if neededStay current with system information, changes and updates in order to provide right assistanceAssist users with Lotus NotesProvide a reliable and professional customer service

Tested cell phones’ software using a specialized software application.Marked and reported errors encountered during testing.Always played the role assigned within the team.

maintained one to one relationship with clientshelped clients achieve economic success and financial securityresolved clients’ issues and offered a better service/outcomeacted as a connecting contact between my clients and the other BB&T servicesreceived the “RB of the week” awards and compliment letters from clientsSuccessful Project Completion:Senior Design Project: Analyzed the point of sale system for Prince William parks Authority. Suggested better solutions (such as getting T1 lines for internet connection, buying appropriate hardware, installing preferred software). The project involved interaction with the client on daily basis, evaluation of the system, presentation of preferred solutionProgramming Project: The project involved analyzing the scenario given, drawing flowchart to explain the solution, creating, compiling, and executing in Java.Web Development Projects: designed websites using Dreamweaver for some IT classes.

Bsit, Information Technology

pursued bachelor's degree in IT/Network Security while working full time as a Relationship Banker at BB&T.

B.S, Information Technology; Network Security