Shakeem Johnson Email & Phone Number

Kuwait

• Integrated cutting-edge infrastructure tools to migrate network operations to virtual server computing environment.• Researched, recommended, configured and supported hardware and software for multiple departments.• Increased system security and performance with proactive changes.• Spearheaded server infrastructure development, quality control, staging and production operations.• Supported, configured, maintained and upgraded customer networks and in-house… Show more • Integrated cutting-edge infrastructure tools to migrate network operations to virtual server computing environment.• Researched, recommended, configured and supported hardware and software for multiple departments.• Increased system security and performance with proactive changes.• Spearheaded server infrastructure development, quality control, staging and production operations.• Supported, configured, maintained and upgraded customer networks and in-house servers.• Analyzed intricate server issues and supported large enterprise and business-critical applications.• Submitted recommendations regarding infrastructure overhauls.• Orchestrated and oversaw upgrades to system hardware and software.• Promoted continuous improvement for IT governance processes.• Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.• Troubleshoot and resolve system hardware and software issues.• Resolved and documented tickets in remedy ticketing system.• Documented verifications and created customer standard as well as elevated accounts in SWAC portal and Active Directory while working within a small continuous improvement focused team. Also tracked and documented work performed to allow accurate reporting of all Service Desk activities and provided user and Microsoft Exchange account maintenance as required.• Managed authorized user accounts and computers for DoD information systems, including enabling and disabling user/computer accounts via Active Directory.• Automated tasks using Microsoft Powershell• Provided direct desktop customer support at the users location when needed.• Created Enterprise Email Accounts through the DEPO System. Manages Network• Installed, configured and maintained DOD-approved communications software on government computers and configured the network to allow proper user access• Management of Group Policies Objects• Foundation level understanding of DHCP and DNS, and Virtualization Show less

Doha, Qatar

• Responsible for both classified and unclassified computer system stability through the use of DOD approved, Government-furnished operating systems and software.• Provided front line customer service desk support, responsible for responding to and resolving computer, printer, and network issues.• Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.• Researched, documented and escalated support cases to higher levels of support… Show more • Responsible for both classified and unclassified computer system stability through the use of DOD approved, Government-furnished operating systems and software.• Provided front line customer service desk support, responsible for responding to and resolving computer, printer, and network issues.• Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.• Researched, documented and escalated support cases to higher levels of support when unable to resolve issuesusing available resources.• Supported and interfaced with site Information Management Officers (IMO) to ensure all Service Desk resourcesare utilized in the most efficient manner.• Assisted the IMO with daily functions of computer, network, and software management for the site and all users.• Provided telephone customer support for incoming and follow up calls used for initial troubleshooting as well asperson-to-person interaction involving troubleshooting, information exchange, and help with ticket submissionand issues.• Kept customers informed about issue resolution progress and provided updated estimated times of resolution onongoing basis.• Troubleshoot Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup andtroubleshoot all other site-authorized software with IMOs and users.• Created logon and email accounts using Microsoft Exchange Server and User Manager.• Managed Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration.• Tracked and documented work performed to allow accurate reporting of all Service Desk activities.• Completed all tasks and assignments as requested by Supervisors and Management. Show less

Rochester, New York Area

• Managed weekly CAB team meeting to ensure requests were being processed appropriately from incidents torequest for changes.• Assisted IT Application Production Operations team with EOSL Project during quarterly Xerox servers upgradesand decommissions activities; ensured Suppliers were submitting updated statuses and held accountable.• Facilitated weekly Security Access Control (SACs) meetings.IT Application Production Operations (USCBO)• Collaborated with business… Show more • Managed weekly CAB team meeting to ensure requests were being processed appropriately from incidents torequest for changes.• Assisted IT Application Production Operations team with EOSL Project during quarterly Xerox servers upgradesand decommissions activities; ensured Suppliers were submitting updated statuses and held accountable.• Facilitated weekly Security Access Control (SACs) meetings.IT Application Production Operations (USCBO)• Collaborated with business partners to help minimize ticket incident issues involving Contracts Manager applications and ValueQuix system.• Maintained metrics and status reporting for various Xerox application systems; escalated issues to management when appropriate.• Create cost effective IT solutions• Managed incidents in ticketing system and ensure they were resolved.• Ensured that redundant applications and retired applications were properly decommissioned as apart of end of theEnd of Service life applications.• Worked with various vendors, business partners, and support teams during meetings to make sure applicationsare properly meeting milestones in upgrades.• Reviewed Operational Level Agreements external to ensure that they are in line with Service Level Agreement(SLA) targets.• Liaise with service providers and customers to review and improve performance against SLA.• Reviewed SLA’s, produced new SLA’s and extended existing SLA’s.• Negotiated changes and improvements to SLA’s with the agreement of service provider and user management.• Monitored levels of service achieved, ensured detailed metrics and records are kept and analyzed, providedadequate, accurate and timely reports, to clients/users and providers, on actual service levels achieved compared with the targets set in SLA’s, and initiated appropriate action involving other service management functions as necessary. Show less

Marketplace Mall

• Held hiring responsibility when store first opened• Generated new customers • Made sure that the staff hit weekly sales goals• Held responsible for daily store operations

Marketplace Mall

• Lead weekly team meetings with sales associates to promote new products, and brainstorm ideas to maximize sales• Assisted store manager with analyzing daily sales transactions, and inventory trends• Train and mentor new hires, supervise sales associates

Bachelor Of Science - Bs, Business Administration And Management, General

Associate'S Degree, Business Administration And Management, General