Lavonte Funches Email & Phone Number

Washington, District Of Columbia, United States

• Responds to Work Orders, e-mail requests, and phone calls promptly and efficiently.• Demonstrates advanced desktop support skills by Investigating and resolving user software and hardware problems.• Ability to communicate technical-related issues to non-technical users clearly and effectively.• Image laptops and desktops based on Madison Marquette IT Standards before deployment.• Ability to interact with high-level executives professionally.

Baltimore, Maryland, United States

• Support existing hardware and various software installations and upgrades• Resolve work orders, provide desktop support and ensure that processes and documentation is kept up-to-date. • Track time and follow-up on all incidents assigned to the work queue. • Manage and maintain tickets in the ticketing queue, reports unassigned tickets to IT manager, answers e-mails and voicemails in a timely manner throughout the day. • Implements images for new hardware and works closely with the Systems Engineers to test and deploy software deployments and upgrades. • Performs technical evaluations of new desktop hardware and software as assigned to ensure products being evaluated meet JHH standards and technical requirements for long-term strategic goals. • Provide support for users in a mixed operating system environment (75% Windows, 25% Mac). • Support of mobile devices – iPhone/iPads and Android Devices using Enterprise Mobile Management

Rockville, Maryland, United States

• Provide workstation and peripheral installation and support• Assist with ensuring workstation are updated with security patches to be compliant with NIH network• Provide support for remote network access and VPN configurations for teleworkers• Coordinate with 3rd party vendors for warranty repairs• Collaborate with tier 3 and 4 supports groups as necessary• Prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information• Ensure end-user satisfactions by following clients’ SLA• Managed user’s profile via Active Directory, adding users to correct membership groups and performing password resets and unlocking accounts• Manage queue using ServiceNow for desktop team ensuring tickets are assigned to the appropriate team

Rockville, Maryland, United States

• Support and maintain organizational computer systems, desktops, and peripherals. Includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance.• Support development and implementation of new computer projects and new hardware installations.• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels• Receive and respond to incoming calls, pages, and/or work orders regarding desktop problems.• Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.

Alpharetta, Georgia, United States

• Create and maintain user accounts and security via Active Directory• Directly support the in-house service ticket software for non-emergency user related issues. This support involved resolving the issue and/or re-directing the ticket to the appropriate team who would then resolve.• Participate in revolving on-call schedule to provide 24/7 service to users• Work with third party vendors to resolve issues with hardware or software covered by annual maintenance agreements.• Troubleshoot various technical issues dealing with printers, network, and phone systems

Alpharetta, Georgia, United States

• Technical and Administrative support for the entire Service Desk for 1st, 2nd and 3rd shifts. Facilitating immediate problem resolution from regular FTE users, VIP Users, and Executives from Management when deemed necessary. Orchestrating Technical Bridges when various departments across IT need to conference amongst one another to resolve system outages. Responsible for the overall technical development, training, mentoring and coaching of Sr. Analyst, Analyst II’s, I’s and Contract Analyst.• Sufficient Knowledge of PowerShell Script to manage and administer Microsoft Exchange Server environments. Support MS Lync/Skype for Business for messaging. Outlook end-user support and troubleshooting (Profiles, Credentials, Calendars and Mailboxes) on a dual domain environment. Creating mailboxes, shared mailboxes, rooms and distribution groups. Responsible for the management, accesses and permissions of mailboxes, size limitations calendars and distribution list. Responsible for granting and removing active sync permissions for mobile devices. Responsible for archived folder and file creation with rights and permissions.• Primary Active Directory responsibilities include but not limited to Domain Migration of User accounts utilizing Power GUI. Disabling/Enabling end user accounts, Shared Drive Access and memberships.• Independently and consistently troubleshoot, correct complex, printer, PC/laptop issues, registry, drivers, malicious programs, firewall and hardware failures.• Diagnosed and resolved network connectivity issues, as well as configuring and monitoring network devices.