Vincent Mccraw Email & Phone Number

• Troubleshoot Windows 10 and Microsoft 365 Applications for CMS users who are experiencing issues on a daily basis• Install, uninstall, and update approved software for CMS employees to perform their job duties• Troubleshoot network and local printer issues for CMS employees working in office and remotely • Assist Tier I Help Desk to de-escalate calls that would be forwarded to Tier II, to decrease number of tickets • Create reports in Service Now Ticketing System to help provide visibility to aged incident tickets and service requests• Deploy and Install IT hardware for CMS Employees who are moving to different divisions within CMS • Image Laptop/Desktops with Windows 10 to deploy to customers • Offer high-level customer service and IT assistance to Office of Information Technology staff at the Centers of Medicare & Medicaid Services

• Collaborate with Leidos Management Team in support of the Centers of Medicare & Medicaid Services (CMS) on the CMS IT Service Desk• Act as liaison for Black Turtle Services and Leidos to ensure strong lines of communication between Leidos Management and Black Turtle Services Management• Trained with the Enterprise User Administration Team (EUA) and became one of two EUA subject matter experts on the Service Desk• Support members of the Service Desk who have questions about the EUA/EFI Process • Assist CMS Employees and contractors by creating Incident, Service, and Change tickets to aid them in performing their job duties daily• Troubleshoot various hardware and software issues for CMS employees and contractors• Tasked by manager to follow up on aged tickets and resolve customers’ issues when necessary • Monitor Tier 2 Support ticket queue and ensure tickets are being assigned and routed to the proper teams • Assist the team in creating tickets and troubleshooting technical issues that are submitted to the CMS IT Service Desk email

-Monitor and manage four active Yammer groups on a daily basis serving four specific managers in the Cloud & Infrastructure Department-Generate weekly Visio Diagrams by secure shell hosting/telnetting into various Cisco Devices describing the connections of Cisco Devices at various Exelon Sites resulting in up-to-date network diagrams used by various teams -Migrated IP spreadsheets to Men & Mice IPAM (Intern Protocol Address Management Tool) providing the Network Engineering team a complete inventory of IP ranges-Consolidation and refactoring of Cisco Firewall Network Object Group spreadsheets generating a master spreadsheet for use in applying firewall policies-Project managed Preakness Luncheon Ticket Design Project including setting tasks and deadlines for the team, formatting tickets for printing, and presenting final design to supervisors -Collaborated with member of the Toast Masters Chapter at Exelon to organize monthly Table Topics Meeting for interns to practice public speaking -Researched and analyzed data using Cisco Telepresence Management Suite, West E-911Emergency Gateway, and Excel, to create a spreadsheet that will be converted into a script for the Exelon Video Conferencing Team -Responsible for running diagnostics and rewiring HDMI cables for 100+ video conferencing systems, leading to a more organized video conferencing experience

Associate'S Degree, Information Technology

It Certificate, Information Technology

Year Up is a one-year intensive training program, featuring six months of skills training and a six month internship at more than 250 top.

Graphic Design