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. • Set up and maintained Zoom software in VC conference rooms.

• 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. • Created & maintained training accounts for employees for web-based company Compliance trainings. • Set up new hardware in a domain environment, including workstations, thin clients, printers, agency issued phones on iOS, Android, and Windows. • Fixed and refreshed old hardware, reimaged problematic workstations, thin clients, factory reset phones. • Set up laptops and projectors for meetings and trainings.

• 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. • Tracked cases via TigerPaw ticketing system to ensure customer application issues are addressed in a timely manner. • Documented work in detail and as per company policies.