Summary
Overview
Work History
Education
Skills
Languages
Timeline
BusinessDevelopmentManager

Makan Moinzadeh

Vienna,VA

Summary

Articulate, highly motivated IT Professional with 11 years of diverse Information Technology experience, including working in a real-time, fast pace, mission critical environment as a Computer Hardware/ Deployment Technician. Core competencies include: Highly Developed Organizational Skills: Organized and efficient. Able to multi-task with ease. Confident working independently or as part of a team. Special projects expertise. Customer Service Skills: Experienced liaison and point of contact. Excellent people skills and the demonstrated ability to interface positively with customers and all levels of management and staff. Able to resolve problems with tack and diplomacy. Excellent Communications Skills: Outstanding oral and written communication skills. Self-confident and professional with very strong telephone skills. Expertise writing, editing, and proofreading reports, memos, and correspondence. Computer Skills: Symantec Ghost, Data file transfers, Anti-virus solutions, VMware, JAMF, Airwatch MDM, Sharepoint, TADD (Totally Automated Deployment Desktop and laptop repair), Active Directory, BMC Remedy (EAMS) Maximo Ticketing System, Altiris Deployment Web Console, Avamar Web Console, and Proficient in the use of Microsoft Office (2007, 2010, 2013, office 365). Windows (XP, 7, 8.1, 10) and MAC OS operating systems. Additional programs include Team Viewer; Azure; Intune; Citrix XenApp; Citrix Storefront; Secure Hub; One Note; One Drive; Go to Meeting; Adobe DC Pro; PowerShell ISE; HP Print Scout Agent; Bit locker, Zoom Web meetings, Slack, JIRA, PagerDuty, AWS.

Overview

12
12
years of professional experience

Work History

Business Analyst

TRUIST
12.2021 - 06.2022
  • Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.
  • Improved business direction by prioritizing customers and implementing changes based on collected feedback.
  • Performed competitor bench-marking analysis to identify manufacturing savings opportunities and potential product enhancements.
  • Supported leadership team with reporting, analysis and business presentations to inform divisional strategies.
  • Identified process inefficiencies through gap analysis and outlined sensible solutions.

Senior Information Technology Support Analyst

TRUIST
07.2021 - 12.2021
  • Performed as hands on senior level technical support resource, maintaining lines of communication with all appropriate EIS functional areas involved in implementation of significant corporate initiatives
  • Provided other specialists with senior level technical support and SME guidance, while functioning as an escalation path for the most difficult or unique technical issues
  • Analyzed business unit needs and recommend appropriate solutions based on current approved technologies
  • Provided guidance to business units throughout the appropriate evaluation and approval process when existing Truist technologies do not meet current/ future business requirements
  • Provided clients with ongoing general support of existing systems and software
  • Diagnosed severe or complex problems with personal computers and other distributed computing devices and repair same
  • Ordered, installed, upgraded, removed systems and software at client request according to Truist standards and approved exceptions
  • Undertake research of hardware / software products and maintain familiarity with current technologies, especially those commonly used in the Truist organization
  • Developed plans for and manage complex or sensitive technology implementation projects
  • Coordinated activities with necessary support groups and clients
  • Provided technical support and guidance when necessary to other specialists, acting as a resource on the installation, diagnosis, and repair of distributed computing systems and components
  • Applied an understanding of key business processes and practical experience to solve a range of straightforward problems
  • Analyzed possible solutions using experience, judgment and precedents.

Digital Platform Support Analyst

Discovery Inc
02.2020 - 09.2021
  • Monitored Discovery’s digital platforms and video streams in real-time
  • Was responsible for coordinating technical support of all digital playout
  • Acted as primary point of contact for all reported digital playout issues
  • Outage vetting – initiating of critical outage situations
  • Severity 1, 2, and 3 outage notifications/updates/resolutions for digital
  • Gained working experience of AWS operations
  • Implemented, and assisted with implementation of, changes to digital production and infrastructure
  • Performed & coordinated escalation resolution of incidents to Discovery’s vendors
  • Provided oversight to Release Management process in monitoring and updating status of releases
  • Partnered with Digital staff to ensure success of daily Digital operations
  • Provided support for server patching/change management
  • Provided seamless and professional experience in supporting remote and regional business areas
  • Monitored Discovery’s production network in real time
  • Identified, adjusted, and helped establish new monitors and metrics needs
  • Was available for on-call/after hours to support critical outage situations requiring multiple streams of technical lead support
  • Upheld professional ticket management from the get-go for the benefit of the rest of the global support teams by ensuring all ticket types are logged, work logs comprehensively updated and then carefully manage routing to ensure resolution
  • Maintained on-going communication with customers, keeping them up-to-date with progress of their tickets
  • Served as a liaison between other support teams and customer as required by working collaboratively across all leadership levels
  • Provided support to the Duty Operations Manager in the management of outages as needed, providing communications to small and large-scale user groups
  • Proactive and ensured constant follow up with involved technology teams to ensure resolution
  • Provided the ability to embrace and support new technologies introduced first hand to Digital & IT
  • Supported users with software, hardware and network issues.

IT Computer Operator/Technical Support

Guidehouse
Tysons Corner, VA
08.2019 - 02.2020
  • Team of 6 migrating 5000 HP Laptop from Windows Version 1709 to Version 1903
  • Updating BIOS of laptops; MS office 2016 to MS Office 365;
  • Configuring users Outlook (connected users to inner-office mailboxes and out of office client mailboxes)
  • Installed and configured VPN
  • Moved user Data from old user account to new user account
  • Ran Scripts via Powershell ISE
  • Removed user from old Domain and Rejoin to new (Azure & Intune)
  • Installed Local & Network Printers
  • Provided IT Desktop support
  • Imaging and Configuring old and new laptops for new hires, replacements, and loaners
  • Assisted with configuring Citrix Store front user accounts
  • Remote to users’ locations and migrate their machine
  • Ensured Bit locker has encrypted laptops Hard Drive
  • Hard Drive swap outs
  • Generated reports covering details about data, system operation and error monitoring.
  • Set-up Crestron AV conference rooms for laptop connection, Go to Meetings, Skype for Business meetings, and WebEx
  • Troubleshoot Printing issues
  • Mobile Device Configuration on Android and IOS devices
  • Troubleshoot user issue with One Note; One Drive; printing and other issues that conflict with migration
  • Developed system maintenance schedule to prevent unnecessary downtime or avoidable interruptions.

IT Support Specialist/Data Migration Specialist, Specialist

The National Institutes of Health
Bethesda, Maryland
03.2017 - 07.2019
  • Updated Pointsec to Endpoint security and checked for 100% encryption
  • Added IBM BigFix for distributing patches in Windows & Mac environment
  • Used Intune to manage policies & applications on users iOS & Android devices
  • Checked to make sure McAfee Antivirus is up to date Made sure Big Fix was installed
  • Install or verify installation of Tenable Agent
  • Install or verify installation of ForeScout & Cylance Participated in weekly reports and meetings
  • Focused on servicing and replacing laptops Reimaged Windows 8 devices to Windows 10
  • Communicated with clients, made sure their devices were backed up before re imaging
  • Mac, (helped updated all Mac's to newest update)
  • Coordinating with customers
  • Ensuring data is backed up
  • Re-imaging Macs
  • Copying the data back
  • Ensuring all applications are re-installed that are not a part of the image
  • Ensuring customer's profile/customizations are restored
  • Returning the Mac to the customer and validating with them that everything works as expected
  • Used Airwatch MDM to help control encryption, policies and on boarding.
  • Followed all company policies and procedures to deliver quality work.

Desktop Specialist

Walmart Labs
Reston, VA
01.2017 - 02.2018
  • Was Responsible for the ongoing maintenance and future planning needs of the company's desktop environment
  • Monitored the performance of the company's desktop infrastructure and made suggestions for improving efficiency
  • Evaluated applications and software patches for desktop applications to see if they would solve desktop issues
  • Primary duty was to provide excellent customer experience Provided support for other end users in the organization
  • Organized Workplace Face book) account for company's desktop support team
  • Updated team members on updates and/or patches for Mac OS and Windows 10
  • Used JAMF services to manage users computers and deploy applications
  • VMware Liaison, main point of contact when users remote software wasn’t working, added software, ram and storage
  • Used Sharepoint as a collaboration tool to work with the team.
  • Satisfied project requirements and customer demands by creating high-quality layouts for manuals, newsletters, posters and brochures.

Specialist

Apple, Tysons Corner Center
Tysons Corner, VA
03.2015 - 12.2016
  • Acted as a member of the setup team to develop customer relationships with the Apple culture
  • Installed software such as iWorks, Office for Mac, Adobe Photoshop, HP Wireless Printer drivers, and more on Apple Technologies as a member of the setup team
  • Trained customers of various backgrounds and levels on how to use their personal/business Apple technology, which consist of products such as Mac Books, Mac Book Pro's, Mac Air, iMacs, all iPad models, all iPod Models, and all iPhone models
  • Provided concrete customer service and support of all standard Apple applications and hardware including hardware resets, password resets/setup, account setups, iTunes and App Store walkthrough
  • Developed and maintained a level of expertise in general knowledge of hardware products and the computer industry
  • Kept up with trends, products and services that our customers were likely to be interested in
  • Troubleshoot and problem solves all forms of consumer computing technology
  • Demonstrated exceptional, consistent and comprehensive knowledge of Apple technology and applications
  • Acquired knowledge of data migration and boot camp to show customers how to transfer data or to use windows on new or older Mac Book's.
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
  • Followed all company policies and procedures to deliver quality work.
  • Assisted with staff training to enforce quality, safety and sanitation guidelines.

Help Desk Specialist

Mason Small Business Development Center
Washington , D.C.
06.2011 - 03.2015
  • Washington, District Of Columbia
  • Responsibilities
  • Assembled cages, racks, PDUs, cables, switches, and servers for new and existing customers in multiple datacenters
  • Maintained server site per customer requests (hard drive and array controller swaps, installation, routing network wires, use of crash cart, etc.)
  • Performed hourly walkthroughs of datacenter for temperature and physical abnormalities
  • Performed VSAT site survey
  • Installed VSAT system and office package Terminated LAN cable
  • Trained customers on typical Level I issues and remedies
  • Delivered technical documentation detailing actual installation implementation diagrams
  • Troubleshot LAN and VSAT systems
  • Provided 24/7 Help Desk support for approximately 430 onsite and remote employees
  • Provided support for network infrastructure and baseline configurations.
  • Worked with document imaging technologies and deployment software.
  • Maintained inventory of cell phones, laptops and peripheral equipment.

Education

Associate's degree - Computer Games and Programming Skills

Northern Virginia Community College
Annandale, VA
01.2024

High School Diploma - Information Technology

Mclean High School
Mclean, VA
06.2011

Skills

  • Mac & PC platforms
  • Mac OS X Server
  • IOS Development
  • Customer Communication
  • Technical Support
  • Problem Solving
  • Team Collaboration
  • Performance Monitoring and Optimization
  • VMware and Oracle VM
  • Amazon Web Services

Languages

English
Native or Bilingual
Persian
Professional Working

Timeline

Business Analyst

TRUIST
12.2021 - 06.2022

Senior Information Technology Support Analyst

TRUIST
07.2021 - 12.2021

Digital Platform Support Analyst

Discovery Inc
02.2020 - 09.2021

IT Computer Operator/Technical Support

Guidehouse
08.2019 - 02.2020

IT Support Specialist/Data Migration Specialist, Specialist

The National Institutes of Health
03.2017 - 07.2019

Desktop Specialist

Walmart Labs
01.2017 - 02.2018

Specialist

Apple, Tysons Corner Center
03.2015 - 12.2016

Help Desk Specialist

Mason Small Business Development Center
06.2011 - 03.2015

Associate's degree - Computer Games and Programming Skills

Northern Virginia Community College

High School Diploma - Information Technology

Mclean High School

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Makan Moinzadeh