Maurice Woody

Consistently supporting customers with connection issues, applications or programming issues. Assisting employees with getting connected to the networks from home or mobile. Installing new software or software patches using Symantec Management Agent (Altiris) to a wide variety of systems including employees machines and virtual machines on the network.

• Key Achievements:
• Helped design processes to Assist Team
• Helped mentor Hep Desk and Tier 2 members
• Tracked and mitigated issues in enterprise by monitoring machines and applying fixes to like issues.

• Managed the help desk team to ensure all computer related issues are dealt with promptly and effectively. Mentored team members to help build skills to better assist the client. Met SLAs and tailored new processes to meet customers’ needs.
• Key Achievements:
• Helped design processes to better assist the team and client
• Mentored junior team member to support the desk
• Helped onboard and get new members of the team ready for training
• Took an overview of service desk calls, response times and customer satisfaction
• Managed the help desk call logging system.

• Provided first and second- level support for the upgrade to WIndows 10. Participated in device collection, configuration, and upgrade of client endpoint devices. Work with each client to ensure devices are upgraded and issue free.
• Key Achievements:
• Designated as Project Lead on WIndows 10 migration project
• Discovered an accurate count of how many devices need to be upgraded or replaced
• Mentored junior team member to support the project
• Diligently worked with clients during Windows 10 migration rollout to quickly and accurately upgrade workstations, troubleshooting and delivering end user tools for success during transition.
• Monitor applications and devices in real time to quickly analyze, resolve, and proactively prevent issues using designed remediation methods.
• Performed data backups and restorations using Cloud Storage Services to secure client data effectively.
• Build and rolled out SCCM Scripts also helped edit the current image to help remedy a solution.

• Support enterprise level architectures, including development and deployment of major systems compliance projects. Deliver hardware and software support as well as network configuration and troubleshooting to more than 10,000 Windows Desktop/Laptop end users. Interface with clients to perform needs analysis, traveling to remote locations and providing excellence in client services to ensure positive company image and encourage client retention.
• Key Achievements:
• Designated as Project Lead on end user services projects due to exceptional client engagement skills coupled with the ability to clearly convey complex technical concepts across all verticals.
• Integral team member in design and deployment of organizations first disaster recovery program, simultaneously seizing the opportunity to refresh 3000 machines during implementation.
• Diligently worked with clients during Office 365 and Windows 10 migration rollout to quickly and accurately upgrade workstations, troubleshooting and delivering end user tools for success during transition.
• Direct and mentor junior team members in the 24/7 support model and management of IT support operations including help desk, call-in support services and work priority management, as well as the use of ServiceNow.
• Monitor applications, devices, sessions, license usage, and the network in real time, quickly analyzing, resolving, and proactively preventing issues using designed remediation methods.
• Performed data backups and restorations using Cloud Storage Services to secure client data effectively.
• Ran reports using SCCM to better provide updates and software to users.
• Learned and adapted quickly to new technology and software applications.
• Worked flexible hours across night, weekend, and holiday shifts.
• Skilled at working independently and collaboratively in a team environment.
• Paid attention to detail while completing assignments.

• Drive preparedness and intelligence capabilities to ensure safety of more than 200 soldiers, civilians, and contractors on US Army installations through the maintenance of all computers, laptops, and mobile devices. Teamed effectively with senior leadership to carry out system upgrades and performance maintenance checks, ensuring operability of systems during critical missions.
• Key Achievements:
• Held bottom line accountability for equipment valued at over $1MM including desktops, laptops, cables, hard drives, monitors, and printers, troubleshooting and maintaining all equipment to ensure full operability.
• Lead technician for installation, maintenance, and diagnostics, root cause analysis, and repair of signal support equipment.