Michelle Maldonado

Onboarding Clients Configuring PCs, Macbooks, cell phones, iPads Cable Management Setting up Printers on Client Computers

Senior Service Desk Analyst Support various devices and applications. • Windows computers • Mobile Iron (Ivanti) • Cisco Phones • ServiceNow • MAC and Ios • Zscaler • OKTA • iPads • Teams • Zoom • Edge, Chrome, Safari • Active Directory • Office Products / O365 • Drive mapping

TSG Senior Technician [4/2019-Current] • Train all 1DA TSG on the configuration of Automatic Transfer Switches. • Shadow and train fellow employees. • Give Safety briefings to fellow technicians when asked. • Reprogram, and repair label printers, scan guns, ring scanners, workstations, cell phones, tablets, and network printers. • iPhones • iPads • Troubleshoot software issues such as OPSYS, AHCS, QWS, Airline Applications. • Update Service Now tickets and resolve them. • Map Drives • Update Inventory, Outbounds, and Inbounds.

I learned a lot about the conveyors, sorters, Irregs, dockers, their nomenclature, and various UPS parts. I oversaw Porter-Helpers and making sure they stayed productive and were on time every day. I used several different software packages in my role as a part-time supervisor. • Maximo • Office products • GTWOR

IT Service Desk Analyst Trouble shoot with multiple customers through Cisco phone line, email and chat to keep their computers, iPads, and various software applications up and running. • Remote into customer/teammate computer to repair issues, such as missing or out of date drivers and software. • Used Splunk to see why and when a customer was locked out of the system. • Increase storage in Outlook for managers. • Repairing VPN issues. • Jabber • RSA • Google • Repair Epic issues. • Used AD manager to create distribution lists and assign users to distribution lists. • Assign and set up RSA tokens. • Follow HIPPA laws and procedures when unlocking customer/teammate passwords.

• Remote into customer/teammate computer to repair issues, such as missing or out of date drivers and software. • Used Splunk to see why and when a customer was locked out of the system. • Increase storage in Outlook for managers. • Used Egain to chat with customers. • Repaired printer issues remotely (cleared print queue, network printer issues). • Repairing VPN issues. • Used Mobile Iron. • Repair Epic issues. • Used AD manager to create distribution lists and assign users to distribution lists. • Use Active Directory to unlock and reset teammate passwords. • Assign and set up RSA tokens.

Experienced in the repair of laser based electronic small arms simulators and the simulated weapons. Experienced in the repair of laser based electronic small arms simulators and the simulated weapons. CSRA was created by the separation of CSC’s government contracts and their civilian work. LMTS Simulator Subject Matter Expert Technician II • Provide technical support to all LMTS operators in the field and verify they have the correct components to keep their systems running. • Troubleshoot, reverse engineer, and repair scoring devices, lasers, USB Control Boxes, targets, PDU’s, Inverters, Access Points, and cables. • Reload software and BIOS settings on laptops. • Linux • Ubuntu • Record After Action Reports, parts lists, and other documentation using Office Professional. • Research multiple complex components for various new systems. • Track LMTS inventory, research necessary parts and venders, and order supplies as needed. EST Simulator Technician II • Trouble shoot with field site technicians and operators over the phone. • Proficient in maintaining multiple reports generated in the Maximo Data Base. • Troubleshoot and repair components and weapons. • Troubleshoot and repair air compressors. • Knowledgeable on hard drive software ghosting applications. • Quality Control.

Served in the Army Reserves and Army National Guard as a 75C (Personnel Management Specialist) for a total of 10 years: updating soldiers’ personnel records and leading missions when necessary.