Shakeem Henry Email and Phone Number

• Supervise the seamless integration of technology into the program, implementing interactive educational tools and platforms to enhance student’s learning experiences.• Manage a team of 5 IT Support technicians that handles the maintenance and troubleshooting of IT infrastructure, ensuring seamless operation of computers, tablets, and other technology resources essential for educational activities.• Strategically built and managed the Microsoft 365 infrastructure, specializing in M365 hybrid environments. Aligned technology solutions with the program's educational objectives, enhancing efficiency and effectiveness.• Leads team collaborations with educators to develop technology-centric curriculum modules, aligning afterschool activities with academic standards and fostering digital literacy skills among elementary school students.• Directs and manage the overall operations, including coordinating schedules, overseeing staff, and ensuring a safe and enriching environment for students according to OCPS guidelines.• Facilitate effective communication of technology initiatives. Organized informational sessions and workshops to keep all parties well-informed about the educational benefits of technology in the program.• Manages recruitment, onboarding, and departures of direct reports’ team members

• I Managed and led a team of 15 IT service desk professionals, providing guidance, support, and fostering a collaborative environment to secure effective problem resolution and excellent customer service.• Analyze data using SQL to identify patterns, root causes of issues and opportunities for process improvement.• Ensured the IT service desk team adhered to strict security protocols and compliance standards within the banking industry,maintaining a secure and compliant environment for handling sensitive financial data.• Identified opportunities for process improvement and implemented streamlined workflows, increasing efficiency in issueresolution and reducing downtime for end-users.• Effectively communicated with key stakeholders, including senior management and department leaders, providing regularupdates on service desk performance, major incidents, and strategic initiatives to align IT support with overall business objectives

• Implemented and configured Microsoft 365 cloud services, test and validate to ensure functionality, reliability, and security.• Trained new hires on Microsoft 365 environment Exchange Online, SharePoint, OneDrive, Teams• Lead a team of 10 to 12 Service desk support specialist, providing mentorship, and professional development. Ensuring allduties are met with providing the best customer service while achieving set goals.• Integrated on-premises Active Directory using Azure AD connect for seamless user authentication and access management.• Managed legacy database information in the Azure environment• Utilized in-depth technical knowledge to troubleshoot and resolve complex hardware and software issues, maintaining a high level of end-user satisfaction.• Managed service desk operations, including ticketing system utilization (e.g., ServiceNow), ensuring timely response and resolution of end-user issues.• Applied ITIL frameworks to improve incident response times and enhance overall service quality

• Resolved issues and completed task in Service Now regarding billing problems, account activations, technical issues, and mobile troubleshooting.• Specialized in diagnosing and resolving issues related to mobile devices, ensuring timely and accurate support for customers experiencing cell phone-related problems with excellent communication skills.• Reported metrics and KPI's using Excel, PowerPoint and OneDrive. Used the Microsoft Office tool suite to complete administrative duties.• Collaborate with SQL database vendors and service providers to evaluate new technologies, negotiate contracts, and resolve issues.• Managed and updated Knowledge Base articles for cell phone-related issues, providing a reliable reference for the team to expedite problem resolution.