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Emmanuel
salawufamily@verizon.net
781-254-9201
12 South Windemere Avenue
Randolph, MA 02368
Systems Support Specialist II
15 years experience W2
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Average rating
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Summary

ITIL IT Service Management best practices

  • Like to think, like a challenge, and like to know why things are true.
  • Possesses highest level of integrity and confidentiality regarding company-confidential information
  • Excellent interpersonal and communication skills
  • Exceptional customer service skills
  • Highly developed problem-solving skills
  • Technical knowledge and proficiency with Windows 7-8-10 and MAC OS X, System Center Configuration Manager, Okta Identity Cloud, Azure Active Directory, Microsoft Intune, Adaxes (Active Directory Management and Automation), ProofPoint
  • Knowledge and Experience working with MS Office 2007-2010-2013, MS Active Directory, MS Exchange 2007-2010, Blackberry Enterprise Server, Symantec Endpoint Protection, BMC Remedy AR System 6.0, Service-Now, ePolicy Orchestrator 4.6.2 and Avaya Site Administration 5.2, JAMF Casper management system for Apple Mac OS computers and iOS devices

Experience
Systems Support Specialist II
Professional/Consulting Services
May 2019 - May 2020
Cambridge, MA
  • Responsible for supporting daily operations of Tier I and Tier II IT support of all teams within FMI, escalating to Tier III support
  • Manage all incidents and requests to ensure that work is completed to the customers' satisfaction.
  • Operates and provides assistance for all support tools and technologies pertaining to systems in use at FMI.
  • Provides guidance and mentorship to less experienced System Support Specialists. Provides second-line support for IT related services for employees and clinical lab.
  • Responsible for the operation and support of Information Technology services of all sites as directed by the IT Manager
  • Coordinates all aspects of Information Technology at these sites to ensure compliance and consistency with all company policies, processes, procedures and other standards and regulations.
  • Manages all information technology systems, network systems (wired and wireless) and connected devices in a region iincluding computers, servers, printers, portable devices and infrastructure software
  • Provides high touch white glove responsive support to executives, executive assistants, and staff
  • Monitors ticket queue and provides world class tier 2 support for FMI customers
  • Supports teleconferencing solutions and provides routine maintenance
  • Supports Laboratory Systems and associated equipment
  • Researches and recommends innovative, and where possible automated approaches for system administration tasks
  • Supports end-user infrastructure platforms including desktops, laptops, tablets and mobile devices
  • Supports infrastructure technologies including but not limited to Office 365, Enterprise Backup Solutions, VMware Virtual Environments, File / Print Servers, Active Directory, Endpoint Security / Encryption, Windows 7 / 10
Compliance Database Backups Desktops Laptops Mobile Devices Office 365 Printers Project Management VMWare Windows Database Maintenance Windows 7 System Administration MS Active Directory
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Jan 2019 - May 2019
Cambridge, MA
IT, End User Services Lead
  • Provides hands on assistance for difficult or high impact technical issues
  • Plans and coordinates the activities of the Help Desk team with on-going focus on enhancing customer relationships
  • Receives, prioritizes, assigns, documents, and actively resolves end user help requests
  • Provides direction to team to ensuring accurate and clear follow up on open tickets/issues
  • Provides the highest quality of technical service and support to the organization's owners, executives, affiliates, and others as assigned (VIPs)
  • Communicates priority and level of service to end-user to ensure that expectations are clear
  • Provides a positive experience to clients by meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
  • Analyzes call and ticket data to assess customer service performance and provide weekly statistical reports on Help Desk performance
  • Evaluates, documents, and identifies gaps in current process and build remediation plans to ensure excellent customer service
  • Responds to customer inquiries and problem solving in a professional and effective manner
  • Monitors emails throughout the day, evenings, and weekends, and respond to high-volume of calls and emails in real-time, outside of normal business hours
  • Ensures that staff receive training and support they need to be successful and foster a culture of exceptional customer service
  • Manages the configuration and distribution of mobile devices throughout the organization
Customer Service Mobile Devices Problem Solving
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Service Desk Coordinator
Jul 2018 - Jan 2019
Cambridge, MA
  • Responsible for managing the PC life cycle, VIP support, A/V of conference rooms and provide walk-up PC support
  • Creates and improves services, workflows, self-help articles, knowledgebase content, and operational documentation.
  • Provides guidance/training for less experienced personnel.
  • Reports to the service desk manager on trends and ideas for continuous improvements and increased customer satisfaction.
  • Monitors tickets, instant messaging, walk-ups, and phone communications to promptly and properly acknowledge and address issues, requests, and questions.
  • Ensures that all incoming incidents and requests are categorized, prioritized and triaged appropriately.
  • Coordinates and schedules support staff to ensure issues and requests requiring deskside support are handled promptly.
  • Identifies problems impacting multiple end users and escalates as appropriate.
  • Orchestrates outward communications during major service outages. Leads ServiceNow development projects and enhancements.
  • Interfaces with multiple levels of users, management, and technical staff
Continuous Improvement Monitors ServiceDesk ServiceNow
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Sr. IT Analyst
Information Technology
Aug 2016 - Jul 2018
Waltham, MA
  • Tech Bar Lead
  • Leads Walk-in service offering troubleshooting, break-fix support, technology refreshes and software upgrades through either scheduled appointments or ad hoc requests.
  • Manages a group of Support Analysts and the team's day to day operations
  • Distributes Technical Support workload to available analysts within the team
  • Monitors existing Technical Support workload by reviewing pending cases on a daily basis
  • Provides White Glove Support for High Profile Executive Staff and Executive Admins across multiple locations
  • Reassigns and escalates cases as appropriate
  • Coordinates daily schedules and work shifts to maintain adequate staffing during business hours.
  • Maintains the Tech Bar Calendar updated with Support Analysts vacation and training schedules.
  • Directly manages critical customer issues, often communicating directly with senior management
  • Prepares and delivers training sessions and other presentations.
  • Motivates Support Analysts to meet performance objectives
  • Analyzes customer satisfaction results on a quarterly basis and gather feedback from Support Analysts
  • Identifies areas for improvement based on customer feedback and implement necessary changes on team
Database Upgrades Problem Solving Technical Support
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Sr. Technical Support Specialist
Information Technology
Apr 2015 - Aug 2016
Waltham, MA
  • Acts as team lead to a small group of Technical Support staff to ensure the quality and timeliness of their work
  • Ensures proper communication and quick resolution as a crisis team lead.
  • Conducts periodic reviews with teams. Weekly and monthly status reports to higher management.
  • Takes corrective actions based on the customer satisfaction surveys. Drives service improvement programs.
  • Ensures adherence to quality and security standards
  • Performs Trend analysis, identifies top incidents and works with respective teams to minimize the incidents.
  • Provides second and third level end-user PC/MAC support under limited supervision and direction.
  • Performs configuration, installation and troubleshooting of PC/MAC hardware and software, including laptops, desktops, tablets, printers, messaging and mobile devices such as smartphones, iPads and MIFI
  • Installs, configures, and troubleshoots Windows and MAC based operating systems, Microsoft Office & Outlook products and provide application support to end-users, including the backup, recovery and migration of end-user data.
  • Diagnoses software and hardware errors and compatibility issues.
  • Provides end-user training and knowledge documentation.
  • Liaises with 2nd-3rd tier teams to ensure timely resolution of complex end-user IT issues and incidents, to ensure agreed to service levels to the business are met.
  • Carries out the coordination and implementation of various rollouts (version upgrades and patch management) of applications, hardware, and operating systems.
  • Complies with and support ITIL change-incident-problem management processes and work instructions.
  • Provides a high level of customer service while working in a dynamic complex environment.
Database Backups Database Upgrades Desktops Laptops Printers Customer Service Application Support Mobile Devices Patch Management Problem Solving Technical Support Windows
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SOUTH SHORE PLAZA
Information Technology
Jul 2014 - Apr 2015
Braintree, MA
Genius
  • Maintains customers' trust in Apple, troubleshoots and repairs products
  • Maintains composure and customer focus while troubleshooting and solving technical issues
  • Provides insightful advice and friendly, hands-on technical support to Apple customers in need
  • Diagnoses quickly product issues on the spot, explains situations with patience and empathy
  • Offers solutions to quickly get customers up and running again, after determining whether repairs can be done or a replacement is needed. Fulfills Apple's service commitment with style, speed, and skill
  • Earns the trust of customers and coworkers alike as you offer guidance, knowledge, and even tips and training. Possesses an aptitude for acquiring skills in technical repairs and an eagerness to learn
  • Possesses excellent time management skills and can make decisions quickly
Problem Solving
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Systems Technician
Information Technology
Jan 2011 - Jul 2014
Boston, MA
  • Responsible for installing, configuring and maintaining hardware and software to support server and/or desktop operating systems, communication networks and/or telecommunications systems.
  • Performs hardware and software installation and upgrades including planning, scheduling and testing.
  • Maintains the integrity of the production environment through: system monitoring backup and recovery operations and system administration and maintenance.
  • Troubleshoots and resolves hardware and software problems. Tunes systems to achieve optimum performance. Evaluates vendor hardware and software and recommends purchases.
  • Develops, promotes and documents standard operating procedures.
  • Conducts routine audits to ensure compliance with established standards, policies and configuration guidelines
  • Manages small to medium projects including planning, scheduling and delivery.
Auditing System Monitoring Database Upgrades Database Maintenance Database Backups System Administration
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Service Desk Analyst
Information Technology
Oct 2007 - Dec 2010
Boston, MA
  • Provides support and training to faculty, staff and students relating to computer, audio visual and telephony hardware, connectivity, and various software applications.
  • Documents thoroughly all work completed into the appropriate call-tracking medium (Service-Now).
  • Utilizes and contributes to the Knowledge Base and actively promotes utilization to both internal and external customers.
  • Assists in troubleshooting Tier I, Tier II and some Tier III level issues and system problems.
  • Creates and modify Active Directory accounts and permissions, Exchange accounts and distribution lists, and Blackberry accounts.
  • Serves as technical support for classrooms and labs. Delivery and setup of audio and video equipment.
  • Diagnoses hardware problems, replaces Dell and Apple computer parts covered by warranty
Audio/Visual Problem Solving ServiceNow Technical Support Telephony
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Desktop Support Specialist
Information Technology
Jun 2007 - Oct 2007
Boston, MA
  • Coordinates new user access and systems setup with various support groups provides feedback to manager and other members on suggested process changes or improvements
  • Performs tasks such as configuring printers, application troubleshooting, network monitoring, file transmission research
  • Documents and tracks status of client inquires, coordinates appropriate response and follows up to ensure client satisfaction
  • Coordinates and communicates with the end-user community, team members, and various support groups when a major problem is suspected, and during planned and unplanned outage.
Desktop Support Printers Process Improvement Problem Solving Network Monitoring
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PC Support Specialist
Jun 2006 - Jun 2007
Boston, MA
  • Configures, installs, updates, troubleshoots, and repairs PC and network hardware
  • Provides basic end-user training and problem resolution for MS Office applications (in person, via phone and remote desktop tools)
  • Installs and supports peripherals, such as printers, scanners, and blackberries.
  • Performs network PC setup, including hardware and software installations
  • Assists with network infrastructure maintenance and improvement
  • Performs PC Helpdesk activities, including support ticket logging, phone, and hands-on end-user support in person and remote (using remote desktop tools)
Printers Network Infrastructure Database Maintenance
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Edit Skills
Non-cloudteam Skill
Education
Information Technology
NORTHEASTERN UNIVERSITY 2011
Progress
LEWIS UNIVERSITY
Certifications
CompTIA A+ / CompTIA Network+ / CompTIA Security+
Microsoft Certified IT Professional (MCITP)
DELL Certified Technician
Apple Certified Macintosh Technician (ACMT
Apple Certified Support Professional (ACSP)
ITIL Version 3 Foundation
Information Security Foundation based on ISO/IEC 27002
ServiceNow System Admin Training
HDI Support Center Analyst (HDI-SCA)
HDI Support Center Team Lead (HDI-SCTL
Skills
Problem Solving
2019
7
Database Upgrades
2018
6
Technical Support
2018
6
Database Backups
2020
5
Database Maintenance
2020
5
System Administration
2020
4
Audio/Visual
2010
3
Auditing
2014
3
Printers
2020
3
ServiceNow
2019
3
System Monitoring
2014
3
Telephony
2010
3
Desktops
2020
2
Laptops
2020
2
Mobile Devices
2020
2
Windows
2020
2
Application Support
2016
1
Compliance
2020
1
Customer Service
2019
1
MS Active Directory
2020
1
Network Infrastructure
2007
1
Office 365
2020
1
Patch Management
2016
1
Project Management
2020
1
VMWare
2020
1
Windows 7
2020
1
Azure Active Directory
0
1
Continuous Improvement
2019
1
Desktop Support
2007
1
Microsoft Excel
0
1
Microsoft Exchange
0
1
Monitors
2019
1
MS Azure
0
1
Network Monitoring
2007
1
Process Improvement
2007
1
ServiceDesk
2019
1