Sumoiwu Yekeh

Sumoiwu Yekeh Waldorf, MD 20603-- Work Experience Information Technology Specialist Federal Reserve Board of Governors-Washington, DC October 2022 to Present Providing general desktop support with previous experience opening and maintaining support cases ServiceNow. Installing, configuring, and supporting the Microsoft Windows 7/8/10 operating systems on laptops and desktop computers in a client/server environment. Supporting common applications, such as Microsoft Office and Exchange. Excellent written and oral communications with clients via phone and e-mail and in person. Ability to concisely summarize and document client issues is required. Planning and executing activities using with Microsoft Project, Visio, Excel, PowerPoint and SharePoint Network and VPN diagnosis and troubleshooting skills. iPhone, Android,smart phone support and administration. End User Support Technician Tier 2 designDATA-Gaithersburg, MD March 2022 to October 2022 Providing troubleshooting and resolution for password issues, system unlocks, Microsoft Office application issues, workstation and server issues, and communications software and hardware Providing troubleshooting and resolution for password issues, system unlocks, Microsoft Office application issues, workstation and server issues, and communications software and hardware issues • Opens, updates, tracks, and closes tickets in the ticket management system • Collaborating with other technical resources to resolve complex issues • Creating clear, concise documentation in instructional knowledge-based articles. • Coaches and trains lower-tier End User Support Technicians on technical topics and issue resolution management. Ability to utilize current skills, knowledge base and available tools to resolve typical IT related issues in a corporate Microsoft environment Working knowledge of computer and/or network security systems, procedures and applications and the ability to learn and support new systems and applications Ability to install, configure and/or maintain personal computers, networks, and related hardware or software Endpoint Support Specialist/IT Customer Service Accenture Federal Services-Arlington, VA August 2021 to March 2022 · Managing over 100 user accounts with Active Directory making sure accounts are unlocked and are in the correct user groups · Team Lead for New Joiner Orientation onboarding new hires, rehires and contractors to AFS. Providing live support to candidates by using advanced analytical troubleshooting techniques to coordinate, resolve, and document issues, as appropriate. · Interacting with 15-20 customers in person and via telephone to fix technical issues. · Imaging and re-imaging over 50 laptops for government contractors. Hardware installations and software upgrades. · Troubleshoot database and application issues to provide workarounds and recommendations for long term fixes · Create, update, and improve documentation for standard fixes to share with lower Tiers for earlier resolution · Diagnose hardware and software failures, communicates the remediation plans to users and provides status updates. · Assisting lower-level Technicians by offering subject matter expertise on higher complexity issues. Has developed specialized knowledge/skills in own area. Amazon Delivery Driver KISLogistics-Upper Marlboro, MD August 2020 to October 2021 • Delivered merchandise to clients • Resolved customer complaints • Loading, transporting, and delivering items to clients or businesses in a safe, timely manner. • Reviewing orders before and after delivery to ensure that orders are complete, the charges are correct, and the customer is satisfied. • Assisting with loading and unloading items from vehicles. IT Support Analyst Mosaic of Delaware-Newark, DE November 2017 to March 2020 · Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realize value · Ability to work creatively in a problem-solving environment · Develop broad understanding of all system functionality to quickly understand and address a variety of tickets · Investigate, develop, and maintain monitoring capabilities to track and understand general system trends in coordination with Security Team · Focusing on customer delight and satisfaction, working well under pressure and to meet deadlines as needed Education Bachelor of Science in Information Technology University of Delaware-Newark, DE September 2016 to May 2021 Skills • Business analysis • Software troubleshooting • DNS • Software Troubleshooting • iOS • Customer support (4 years) • User Interface (UI) • Shell Scripting • Sales, retail and customer support (3 years) • LAN • Networking: Networking experience (running cables, troubleshooting connections, activating ports, advanced router configuration, switches, Wi-Fi router) • Ethernet • SSO • SAN • ConnectWise • ServiceNow • Mechanical knowledge • Microsoft Windows Server • Customer support • Server Management • Customer service (4 years) • Sales (2 years) • Business Requirements • Project management • Handyman experience • Product management • Microsoft SQL Server • MySQL • Java • Team management • Microsoft Access • Adobe Acrobat • Root cause analysis • Mac OS • Desktop support • SCCM • Support: Compile inventory and maintain hardware and software components, customer service support (email, phone, and in person), Sales Support (research market, product, service and client information) • Network Support • IT • iManage • Database administration • Linux • Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; laptop computer builds and repairs; hardware installations and swaps • Technical Support • Network Administration • Software deployment • Data center experience • DHCP • Procurement • Software development • Software: Microsoft Office Suite 2016 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems Windows 7 and 10; Norton Ghost; installing drivers; HTML, blogs, and wikis; Advanced understanding of database and SQL. Two years of experience using Oracle, Active Directory and SSH Jumphost. • vSphere • IT Support • VPN • Help Desk • PowerShell • Remote access software • Google Suite • VMWare • System design • Computer hardware • Customer relationship management • Microsoft Exchange • Azure • TCP/IP • Systems engineering Links https://www.linkedin.com/in/sumoiwu-yekeh- Certifications and Licenses CompTIA Security+ HDI Certification MCSA MCP CompTIA Network+ DoD 8570 CompTIA A+ IAT SSCP ITIL Certification