Ibrahima Ndong

Experience

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  CVS Health

  Apr 2017 - Jun 2017

  Associate

  Cvs intern Helped with a lots of things including:stocking Cleaning shelves Customer service Help customers find products Welcoming customers to the door Register checkout

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  RITE AID

  Aug 2017 - Mar 2020

  Store Supervisor

  Managed a team of 6+ employees ensuring everyone stayed on track to reach daily KPI’s.Ability to organize and prioritize a variety of tasks/projectsMet with employees in a confidential manner to discuss work performance. Reviewed POS Terminals before and after shifts to ensure balances were up to date.Worked on various network printers, scanners, copy machines, Zebra handheld scanners

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  Agilant Solutions, Inc.

  Nov 2020 - Jan 2021

  IT Support Technician

  Department Of Education (DOE) Shelters & Remote Support Troubleshoot iPad for connectivity issues.Reset or re-image iPad to resolve any download or device issues.Diagnose App issues. Working knowledge of Cherwell ticketing systemOpen and close tickets dailyConduct a final review with the end-user to ensure functionality of iPad and get sign off.L1/L2 support for applications and/or other tools/devices

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  Mitchell Martin Inc.

  Nov 2021 - Dec 2021

  Information Technology Help Desk
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  Simpson Thacher & Bartlett LLP

  Mar 2022 - Nov 2022

  Computer Hardware Technician

  -Respond to and resolve customer inquiries and issues via phone, email, and in-person.-Troubleshoot and resolve computer, peripheral and audio/visual hardware, and software issues.-Imaged 60+ laptops and Desktops on a weekly basis.-Setup and deploy workstations, printers, and desk phones.-Performed Desk Moves and relocations.-Breakdown of technology equipment (De-Installs).-Setting up Conference Rooms.-Mobile support - iOS/Android.-Loaner Program and Donation (Hardware Disposal) Projects.-Configuring and Setting up Avaya Phones (VOIP).-Wiped Laptops and Desktops.-Shipped Equipment to users.-Managed tickets through ServiceNow. Show less

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  TEKsystems

  Mar 2022 - Nov 2022

  Computer Hardware Technician
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  Stefanini North America and APAC

  Dec 2022 - Apr 2024

  Deskside Support Technician
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  Mastercard

  Jan 2023 - Apr 2024

  Deskside Support Technician

  Desktop Support L2-Self-starter with a team focused positive attitude and an attention to detail.-Support IT equipment in large corporate environment.-Provide dedicated, white-glove support to executives end users, ensuring seamless technology experiences, rapid resolution of issues, and proactive maintenance for all desktop environments.-Respond to and resolve customer inquiries and issues via phone, email, remote screen sharing support (Bomgar) and in-person.-Ensuring minimal downtime for all users, remote and in-office.-Spent 60% of the time supporting remote users, and 40% in-office users.-Knowledge of JAMF, Intune MDM, AirWatch & SCCM.-Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service-levels.-Mid-level application support experience with Microsoft Office, Exchange, Outlook, and Active Directory.-New hire setup, Termination, Loaner program and Hardware Disposal.-Imaged Macs and Windows laptops to latest approved O.S.-Knowledge of VPN’s (Global Protect).-Support mobile devices IOS/Android.-Performed all laptop refreshes on a weekly basis.-Backup, restoration, and migration of user data.-Use of Flexera for asset management.-Ability to Collaborate with other teams to resolve complex issues.-Strong interpersonal, written, and oral communication skills along with relationship-building skills.-Work out of a ticketing system (Remedy).-Use of Remote Tool Bomgar and Citrix.-Maintain accurate and detailed documentation of all support interactions, troubleshooting steps, and resolutions. Show less

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  Hexaware Technologies

  Apr 2024 - now

  Desktop Support Technician
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  Christie's

  Apr 2024 - now

  Desktop Support Technician

  -Strong knowledge of Mac and PC client workstation hardware, operating systems, applications, printers, mobile devices, networking, Apple Mac and Apple Mac-specific software, and Apple Mac images.-Able to provide desktop support to VP level executives.-Develop understanding and use of Apple device system administration tools, using JAMF-VPN and remote support.-Facility image management, including pre- and post-imaging procedures.-Collaborate and coordinate device operating system updates, ensuring notifications are sent to EUC team members to ensure consistent IT services are provided across all regions.-Provide first-line support for technical escalations.-Test and optimize client workstations and applications.-Ticket and incident management through ServiceNow.-Access Management: Provisioning and managing access for all end-user computing resources.-Respond to malware virus alerts and take appropriate measures to block, isolate and mitigate risk exposure.-Solid knowledge and understanding of video conferencing equipment and usage, system troubleshooting, and video conferencing system support (Zoom, Teams, Webex, etc.)-Microsoft 365 and Active Directory, Azure and Intune administration, and Exchange Online provisioning: device authentication, maintenance of users, groups and distribution lists.-Able to act as a key high-level escalation point for all technical concerns varying across multiple technology domains related to Mac and Windows.-Acts as a trusted advisor to the business and technology teams and serves as a point of reference for all technology-related matters. Show less