Kaan Topuz

• Assessment and solution of various ranges of DHS/FEMA systems support issues.
• Support of authorized software and hardware products.
• Install, upgrade, monitor, and maintain authorized computer equipment and related devices.
• Ensure data integrity during software installations, updates, and migrations to maintain system reliability and compliance.
• Response to critical systems security events to maintain Confidentiality, Integrity and Availability.
• Develop, document, and maintain Standard Operating Procedures (SOPs) for key IT support processes, system configurations, incident response, software deployments, and user support workflows
• Triage of inbound user work orders arriving through the user work-order portal within the SLA (Service Level Agreement) of the contracted services.
• Effective use of remote systems management tools (Bomgar ,SSH).
• Installation of approved software within the authorized and supported user group.
• Software packages for deployment through "push" methodologies.
• Preparation and execution of delivering software updates, security updates, vendor patches (service packs, service releases), etc. to end user devices.
• User assistance in determining service requirements and developing appropriate technical specifications that are consistent with user needs.
• Provision of advice regarding available automation functions, integrating requirements with existing capabilities, communication requirements, control and administration of systems, types of information management systems, operating systems, equipment, and infrastructure compatibility.
• Support data management best practices by helping users organize, store, and retrieve digital information effectively, in alignment with organizational policies.
• Configuration of end user and network devices to include computers, printers, laptops, scanners, PDAs, and other hardware associated with the authorized hardware list.
• Installation of new computers per DHS/FEMA Life Cycle Replacement Policy.
• Regularly review and update SOPs to align with changing technologies, organizational policies, and service delivery objectives.
• Train staff and end users on SOPs to promote consistency, reduce errors, and ensure uniform service delivery across the organization.

Technologies and Tools:

• Operating Systems: Microsoft Windows Server, Linux distributions, IoS.
• Platforms: Azure AD, Active Directory (AD), AD Federation Services (ADFS), AWS, Adobe Connect, Microsoft 0365 Business Administration.
• Tools: ServiceNow, MOBIUS, Bomgar.

Achievements:

• Creation of new offline laptop preparation process and SOP, Consistent 100% Vulnerability mitigation compliance.

• Provided Tier 2 system support to DHS/FEMA to ensure the ongoing performance, uptime, and availability of critical applications and services.
• Conducted corrective and preventive maintenance on technical components, including security vulnerability mitigation, patch management, and emergency fixes to address urgent issues.
• Performed root cause analysis for production issues, documenting resolution steps in ServiceNow for transparency and compliance.
• Supported the evaluation, testing, and deployment of patches and upgrades in lower environments before rolling them out to production systems, ensuring stability and security for DHS networks.
• Acted as the first line of support during system outages, joining troubleshooting bridges, coordinating efforts, and tracking actions required from management to restore services promptly.
• Authored and maintained detailed technical documentation, including Standard Operating Procedures (SOPs) and troubleshooting guides.

Technologies and Tools:

• Operating Systems: Microsoft Windows Server, Linux distributions
• Platforms: Azure AD, Active Directory (AD), AD Federation Services (ADFS), AWS
• Tools: ServiceNow, MOBIUS.
• Network and Security: Patch management tools, vulnerability scanning software, and troubleshooting utilities

Skills:

• Advanced troubleshooting and diagnostic capabilities for resolving complex technical issues.
• Expertise in security vulnerability management, change control, and ITIL-aligned support processes.
• Strong technical and analytical aptitude with the ability to think strategically and work independently.
• Effective communication skills, both written and oral, enabling seamless collaboration and customer satisfaction.

• Led a team of Geek Squad Agents in providing high-quality diagnostic, repair, and service solutions, ensuring adherence to Geek Squad standards and Best Buy's customer promise.
• Delivered exceptional customer service by building relationships, understanding customer needs, and providing effective in-person and phone-based support.
• Conducted diagnostic discoveries on customer devices, identified issues, and recommended appropriate solutions to protect and optimize device performance.
• Trained and coached team members on technical repairs, service protocols, and customer engagement strategies, acting as a mentor and role model.
• Established and maintained workflows to ensure timely follow-up on repair deliverables and outstanding customer issues.
• Collaborated with team members to accurately document repair details, customer requests, and service notes for tracking and quality assurance purposes.
• Acted as the primary escalation point for complex technical issues, resolving problems and ensuring customer satisfaction.

Operating Systems:

• Microsoft Windows (7, 8, 10, 11)
• MacOS
• IOS and Android mobile operating systems

Technologies and Tools:

• Computer hardware diagnostics and repair tools
• Mobile device management and troubleshooting software
• Antivirus and security software solutions
• Data recovery software and backup tools
• Network troubleshooting equipment (routers, modems, switches)
• POS systems for processing service transactions and payments

• Provided IT consultation for Dental office in Frederick, MD. Installed and configured required software for DEXIS X-ray System, created and disseminated SoP for using software and connecting system to medical sensor.
• Upgraded Dental Front of House computer from EoL Windows 7 system to newer Windows 10, Successfully migrated and created secondary backup of all patient data with regards to HIPPA ensuring information integrity and confidentiality.
• Provided IT consultation services to Architect office in Thurmont, MD. Configured and setup 5 systems for CAD software, configured and setup central server for project and license hosting.
• Provided real time support through remote access software as needed for various tech issues, facilitated the onboarding and offboarding processes for employees including managing rights and permissions.
• Configured and assembled custom computer systems tailored to clients' specifications, budgets, and performance requirements, ensuring optimal functionality and satisfaction.
• Built and delivered over 30+ custom purpose-built systems using a variety of hardware components from leading manufacturers, supporting both Windows and Linux operating systems.
• Performed hardware upgrades, diagnostics, repairs, and thorough cleaning of desktop systems, extending their longevity and improving performance.
• Installed and configured smart home devices, including cameras, doorbells, and sensors, enabling seamless integration and improved home automation.

Operating Systems:

• Microsoft Windows (7, 8, 10, 11)
• Linux distributions (e.g., Ubuntu, CentOS, Fedora)

Technologies and Tools:

• PC hardware components (CPUs, GPUs, motherboards, storage devices, cooling systems)
• Networking equipment (routers, modems, access points)
• Smart home systems (e.g., Ring, Nest, Arlo, and similar IoT devices)
• System imaging and diagnostic tools for performance testing and issue resolution

Medical: Dexis, Dentrix, Dental Instrumentarium.

Architecture: ArchiCAD, Bluebeam.

Achievements:

• Delivered high-quality, customized systems that met diverse client needs, from gaming to professional applications, receiving consistent positive feedback.
• Increased network stability and performance for numerous clients by optimizing Wi-Fi configurations and resolving connectivity issues.
• Enhanced client satisfaction by providing clear explanations of technical solutions and delivering exceptional customer service.

• Conducted backend inventory maintenance to ensure seamless integration with multi-channel e-commerce marketplaces, enhancing operational efficiency and accuracy.
• Developed and documented standardized processes to maintain uniformity across multiple sales channels, streamlining workflows and improving consistency.
• Performed regular inventory counts, audits, and system corrections to ensure data accuracy and alignment with physical inventory levels.
• Identified and resolved discrepancies in inventory records, minimizing errors and contributing to effective inventory control.
• Collaborated with team members to optimize inventory management processes, enhancing productivity and reducing downtime.
• Technologies and Tools:
• Inventory management systems (e.g., NetSuite, SAP, or equivalent tools used at Simple Cell Inc.)
• Multi-channel e-commerce platforms (e.g., Amazon, eBay, Shopify, or similar marketplaces)
• Spreadsheet tools for data analysis and reporting (e.g., Microsoft Excel, Google Sheets)
• Barcode scanning systems and inventory tracking software

Achievements:

• Improved inventory accuracy and marketplace integration by implementing standardized procedures, leading to a measurable increase in operational efficiency.
• Played a key role in reducing discrepancies during audits by proactively addressing and correcting system errors.
• Contributed to the company's ability to meet fulfillment deadlines by maintaining up-to-date and accurate inventory data.