KANDEH SANKOH

• Respond to Department of Labor staff calls regarding logging issues, ensuring prompt resolution and minimizing downtime
• Demonstrate broad and specialized knowledge of IT principles, concepts, and methods to provide expertise and advice while developing IT solutions, services, and products, including Citrix ZenApp and Azure
• Plan and facilitate meetings with DOL customers and 3rd party service vendors, such as Dell, to ensure clear communication and project success
• Participate in deliberations and decisions on IT service, system, product effectiveness, planning, resource utilization, operations, and organizational structure
• Coordinate, develop, evaluate, and provide status reports on IT strategic and tactical plans, impacting budget, management, policy development, and procurement processes.
• Maintain 100% logging rate and 90% first call resolution rate to achieve first-class user training and ongoing communication.

•Monitored, escalated, and resolved network activity using SolarWinds to ensure seamless operations. • Coordinated monthly patching by communicating the final go-no-go decision to all relevant departments. •

Successfully implemented, evaluated, monitored, and planned work assignments in the Northeast region, aligned with the PPL Directorate's mission and goals. • Muted all App pools, servers, Routers, and RTUs in SolarWinds for the entire duration of the patching, ensuring a smooth and secure patching process. • Work as a team member to develop project management plans, cost/benefit analysis, budgets and spending plans, work breakdown structures, resource plans, and acquisition/procurement plans to design and develop Azure applications. Prepares and presents report of final agreed product to supervisor management approval. • Conducted security level reviews using various tools, including Infor Block, to prevent suspicious IP addresses and intruders from accessing sensitive network resources. • Represents the organization in interactions with other organizations in Infor Migration, one of the major databases to Microsoft Cloud. Open conference call bridge during the migration process and schedule breakout rooms in advance to make the migration process seamless. • Troubleshoot primary router and switch issues and escalate to on-call support when necessary. • Monitored sensors for server room temperatures and door controls for intruders and unusual physical access, ensuring the safety and security of the network. Research and call Security Command and Control Center (SCCC) report data intrusion including other duties as assigned

• Communicate effectively with the IT supervisor in the Philadelphia regional office, providing regular updates on project status and recommending improvements as necessary
• Monitored, escalated, and resolved network activity using SolarWinds to ensure seamless operations
• Coordinated monthly patching by communicating the final go-no-go decision to all relevant departments
• Successfully implemented, evaluated, monitored, and planned work assignments in the Northeast region, aligned with the PPL Directorate's mission and goals
• Muted all App pools, servers, Routers, and RTUs in SolarWinds for the entire duration of the patching, ensuring a smooth and secure patching process
• Developed project management plans, cost/benefit analysis, budgets and spending plans, work breakdown structures, resource plans, and acquisition/procurement plans to design and develop Azure applications
• Conducted security level reviews using various tools, including Infor Block, to prevent suspicious IP addresses and intruders from accessing sensitive network resources
• Collaborated with Infor Migration SME to seamlessly migrate systems to Microsoft Cloud
• Troubleshoot primary router and switch issues and escalate to on-call support when necessary
• Monitored sensors for server room temperatures and door controls for intruders and unusual physical access, ensuring the safety and security of the network
• Utilized Service Now as the primary ticketing system to track and manage incidents, HR issues, and application problems on an enterprise-wide level
• Monitored all Pulse account activities and accurately recorded any changes made to the system
• Assisted in implementing Service Now by creating in-depth story requirement reviews
• Successfully helped migrate Windows 7 for the company's computers and laptops by changing video cards, flushing BIOS, rearranging the boot process, and PXE booting the computers
• Backed up client data using USMT and ensured the proper migration of security and printers
• Maintained user accounts and administration by utilizing Active Directory
• Provided remote support for Ditech employees using Citrix XenApp and assisted them in troubleshooting network devices using Remote Desktop Connection Manager
• Created Citrix profiles for customers experiencing issues with their current profile
• Conducted training sessions for management and end-users to maximize human and financial capital using new applications effectively
• Managed queries on the Ditech database of employees for data migration on the Cloud terminal servers.

•Improved production efficiency by providing practical support to users of financial applications, including Tsys, People Soft Finance, and Western Union Speedpay.

•Managed and monitored critical systems using cloud computing and distributed computing, ensuring timely automated alerts in case of potential threats.

•Troubleshoot production and QA of Scorex to ensure the smooth flow of financial transactions and detect any anomalies.

• Implemented secure connections for remote workers through VPN using Safeboot systems, preventing data interception. Reset Citrix and Putty users for fast and reliable SSH and SFTP on UNIX servers.

• Maintained user accounts and troubleshoot common problems like password reset and account lock. Show customer self-service tools available to that that can resolve this issue so they will do it themselves next time they encounter such issue.

• Help empower customers with information on basic Microsoft Office training webinars so they will get clear understanding of expected changes from Windows XP to Windows 7.

• Help educate customers about known security vulnerability and explain to customer how to identify it and be ahead of hackers.

• Provided vendors of financial products banks use with secure access through RSA secure monitoring. Call customer over the phone and explain to non-IT person him/her issue and what we will do to get the issue resolved.

• Successfully deployed and supported over 4000 Windows 7 users for the London Olympic Games.

• Troubleshoot various devices, including PCs, laptops, printers, scanners, faxes, DSL modems, wireless routers, and SMC routers, ensuring scalability and performance tuning.

• Set up Microsoft Exchange Server and provided support for Microsoft Office 2010, including advanced knowledge of Outlook.

• Demonstrated expertise in network troubleshooting, including DHCP, DNS, and routing.

• Set up, managed, and supported VoIP phones like Cisco phones and external service providers.

• Provided essential support for iPhones and MacBooks, including device configuration and adding mail accounts.

• Assisted the Venue Technology Manager in manually backing up applications on removable devices

• Improved production efficiency by providing practical support to users of financial applications, including Tsys, People Soft Finance, and Western Union Speedpay
• Managed and monitored critical systems using cloud computing and distributed computing, ensuring timely automated alerts in case of potential threats
• Troubleshoot production and QA of Scorex to ensure the smooth flow of financial transactions and detect any anomalies
• Provided vendors of financial products banks use with secure access through RSA secure monitoring
• Implemented secure connections for remote workers through VPN using Safeboot systems, preventing data interception
• Reset Citrix and Putty users for fast and reliable SSH and SFTP on UNIX servers
• Maintained user accounts and administration using Active Directory
• Offered remote support to Barclays employees using Citrix XenApp on Windows 7
• Troubleshoot network devices using Remote Desktop Connection Manager
• Successfully deployed and supported over 4000 Windows 7 users for the London Olympic Games
• Troubleshoot various devices, including PCs, laptops, printers, scanners, faxes, DSL modems, wireless routers, and SMC routers, ensuring scalability and performance tuning
• Set up Microsoft Exchange Server and provided support for Microsoft Office 2010, including advanced knowledge of Outlook
• Demonstrated expertise in network troubleshooting, including DHCP, DNS, and routing
• Set up, managed, and supported VoIP phones like Cisco phones and external service providers
• Provided essential support for iPhones and MacBooks, including device configuration and adding mail accounts
• Assisted the Venue Technology Manager in manually backing up applications on removable devices
• Utilized the Cisco BTS Softswitch 10200 to support Broadband Local Integrated Service for Cable (BLISS) and improved network performance
• Managed provisioning and network management using the Cisco Broadband Access Center for Cable (BACC 2.5)
• Successfully verified and activated phone lines in the switch and resolved career issues by using Orderpath
• Diagnosed network and troubleshooted issues using Safariview and Cisco BTS, quickly resolving customer complaints
• Effectively used the Trouble Ticketing System (TSS Remedy) to troubleshoot customers' network issues
• Checked for customer rate codes during troubleshooting by using the COMTRAC billing system
• Troubleshoot internet issues with Cable Data (DST) and other internet troubleshooting tools such as ping, traceroute, and partying mail house
• Built static IPs for customers and assigned them to ports as required by the customer, leading to improved network performance.

• Generated job leads and processed information for TANIF clients, resulting in successful motivation for fulltime employment.

• Reviewed resumes of customers who signed up for leads before forwarding them to employers, ensuring that only qualified candidates were considered.

• Conducted one-on-one assessments with customers to evaluate their qualifications and experience and matched them with available job leads.

• Collaborated with Carrier Agents to identify job-ready TANIF customers and prepare them for the modern workforce.

• Managed customer cases, identified areas where immediate assistance was needed, and entered case notes for future reference.

• Utilized cloud technology to ensure that the management team had access to critical Kronos data, enabling them to make informed decisions.

• Leveraged Kronos to analyze time and attendance data, improve labor efficiency, and reduce costs.

• Ran real-time Kronos reports to capture data discrepancies and minimize wastage in the labor force

• Utilized help desk tools such as Heat and Dame Ware to efficiently manage software support tickets, resolving 70% of issues on the first attempt and assigning the remaining to network support staff.

• Provided extensive support for medication allocation in all 35 hospitals across 12 Ministries in the USA through Pharmacy software.

• Supported users in major hospitals by utilizing Meditech and Meditech Client Server software, whether in Patient Administration or improving care.

• Administered password resets in a Windows environment using Active Directory in a One Domain setup.

• Managed human capital and supply chain management for hospitals in the ministries using Lawson's software.

• Demonstrated exceptional time management skills by efficiently checking emails, voicemails, and other off-

phone work within Service Level Agreement (SLA) deadlines and entering Trouble Tickets in the problem management system for timely resolution.

• Streamlined printing of Medical Administration Record reports for the twelve RCH Ministries across the USA by setting up users, resetting passwords, and troubleshooting label and IP printers using Siemens Pharmacy software.

• Efficiently administered orders to patients in bed using Net Access, such as ordering lab, radiology, and cardiology tests. • Utilized Invision software to resend patient information in the Ancillary System and enter medication orders in the Pharmacy System.

• Ensured network security by troubleshooting remote workers and enforcing security policies using VPN software

• Managed the ETA Foreign Labor Certification database and corresponded with the aliens' attorney for the continuation of the case, resulting in timely and accurate decision-making on labor certification.

• Rectified an improperly conducted advertised job for the guest worker program, by sending correspondence to the aliens' attorney and ordering the employer to re-advertise the job on a newspaper of my choice and place the job in the Department of Labor, ensuring fair treatment of American workers.

• Conducted a thorough recruitment process by reviewing resumes and conducting phone interviews with qualified American candidates, subsequently sending the names and contact numbers of qualified US candidates to the employer to interview customers.

• Evaluated the employer's decision of hiring the guest worker instead of the US and made a decision based on all available evidence in the report, either accepting or rejecting the employer's decision, sending the decision to aliens' attorneys and Federal staff in compliance with the USA immigration act.

• Demonstrated operational knowledge of Microsoft Office programs such as Excel, PowerPoint and Outlook.

• Reviewed internal systems and organized training plans to address areas in need of improvement.