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and apply security trainings to different companies and design a process for new on-board members track bi-monthly Security Newsletter and provide feedback to the content design and deliver annual Security Poster Cross Functional (dev, deployment, infra) and Cross Country (Taiwan, Australia, Durban) teams communication and coordination IT Project Coordinator • Schimatech FebruaryJuly 2022 On-board ticket and customer service system to Jira Service Desk set up templates & automation rules like team lead approval process and provide tracking method Use Azure Boards to hold weekly meetings with various function teams gain visibility to team leads and ge...

J.S Vaughn Logical, solution-focused IT professional with 25+ years of remarkable experience in providing comprehensive technical support to clients and companies. Adept at leveraging superior analytical thinking skills to prioritize tasks, identify issues, and provide timely resolutions. Possess incomparable communication abilities to convey innovative ideas to diverse audiences of varying technical expertise. Flint, MI, USA Work Experience JanuarySeptember 2023 Federal Contractor/IT Support Specialist ECS-Federal ⦁ IT Support ⦁ Help desk Lead ⦁ SLA Reporting and Documentation ⦁ Inventory Management/Tracking ⦁ Internal Audit Reporting ⦁ Training/Mentorship ⦁ Active Directory Support ⦁ Share Point ⦁ Outlook Support

+ years of experience • Responsible for implementations and maintenance on customer’s site Skills Windows Server 2003/2008/2012/2012 R2/2016 Microsoft Windows XP, Vista, 7, 8, 10. Office 365 Admin Active Directory Exchange Word, Excel, PowerPoint, Visio, Project ERP Primavera BSS; Atlassian JIRA Servicedesk Networking: TCP/IP, DNS, DHCP, Basic Cisco Virtualisation: VMware, ESXi, HyperV Storage: Dropbox, SAN, NAS Work experience Several Ways – Information systems engineering (Angola) IT MANAGER January 2016 – August 2017 Customer support manager (Atlassian JIRA service desk) Responsible for the day to day IT requirements of the company costumers

Frank Ramaglia Jr. Technical Support and Implementation Specialist CASTLE SHANN, PA 15234, USA Network Engineer and Support Professional with over 18 years of successful experience in desk side / remote support and network configuration. Recognized consistently for performance excellence and contributions to success in the MSP industry. Strengths in troubleshooting and installation backed by training in Microsoft products and cloud services. Work Experience Service Desk Consultant Level 2 • Wolf Consulting LLC JunePresent - Assist customers with day to day issues. - Provide remote support for users at various locations around Southwestern PA. - Troubleshoot, diagnose, and repair

server activities and uptime, documentation of network and server devices, performing timely backup of user data, and so on. As of right now I am very excited to learn more about network and server infrastructure because it challenged me to study and practice more. IT Helpdesk / IT Service Desk • PT UNGARAN SARI GARMENT FebruaryDecember 2022 I also used to work as an IT Helpdesk / IT Service Desk at PT. Ungaran Sari Garments. My daily activities include customer ticket handling, managing IT team daily activities, telephone handling, team performance reporting, IT service desk reporting, and

SLAs. Provide lead support to service management analysts in managing day-to-day services. Provide priority support for VVIP users, Preparing weekly,monthly and annual meeting report submissions are part of my task. JanuaryOctober 2021 Service Desk Manager / Project Manager Taylor's University Malaysia As a service desk manager, I am responsible for managing the daily operations of the service desk and monitoring ITSM. Team management is part of my job. The service desk team consists of 16 members, representing the team to other stakeholders and helping to ensure that the service desk is

effectively - Develop and maintain relationships with stakeholders to ensure the IT Services Monitoring team can effectively perform its responsibilities -Facilitate timely and accurate communications of the IT Service status Information Technology Service Desk • PermataBank MeiJuliHandle customer inquiries, such as complaints, claims, delivery information, through telephone/fax, email or iVanti Desk management in and maintain it in users database -Follow up any complaint or inquiry comed from user from iVanti Self Service Website,Email,Whatsapp and call to relevant stake holder -Record by system ticketing(Ivanti Desk) complaint or request from user - Created report every daily,weekly,monthly perfomance of