Vlad M. Email & Phone Number

Kirkland, WA, US

United States

• Member of IT Service Desk team at Indeed, via EOS
• Closed >10,000 tickets supporting Indeed users worldwide, remotely and in person. Consistently #1 ranking for tickets resolved nationally, while maintaining great user satisfaction.
• Use Jira Service Management ticketing system (and ServiceNow for the first 3 years) to its full potential.
• Support all 3 platforms – Mac, Windows and Linux for all user’s needs.
• Administer and support 8x8 platform on users’ laptops and mobile phones.
• Help users resolve a wide variety of issues - including hardware, network issues, authentication, access, and more - according to company policy and implementation procedures.

• Provided phone walkthrough, remote access, and hands-on support for IT issues, both on and off site.
• Used ConnectWise ticketing system to respond to support requests and document issue resolutions.
• Installed various software and maintained & updated existing software.
• Resolved issues for users using Citrix-based environment.
• Maintained Barracuda email firewall, manually checked quarantined emails, blocked known spam senders and domains that got through filters to the users’ emails.
• Created new user accounts in Active Directory, maintained existing accounts, reset passwords and disabled accounts of terminated employees.

• Installed, configured and serviced client-side CAASS (Comprehensive Attendance Administration & Security System) software, which connects NYC schools to cloud-based services (using server-side SQL 2008).
• Led advanced training of Admin CAASS features for school administrators.
• Trained team members on basic and advanced features of CAASS 9.x software and hardware, as well as ramped up new members on workflows and procedures.
• Managed customer support for Visitor Pass Plus software and hardware at NYC Board of Education HQ.
• Troubleshot network issues to make sure that scanstations synchronized with the server over the VLAN.
• Troubleshot hardware, including scanstations, Fargo ID printers, webcams, Passport and ID scanners, signature pads, DYMO and Citizen Late Pass Printers, and barcode readers.