Kwame Perry

Experience

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  JPMorgan Chase

  Jan 2005 - Sept 2013

  Successfully transitioned 4,000+ users from the Windows XP to Windows 10 Created “Proof of Concept” script that was passed to our development team to automate the creation and maintenance of printer queues; reduced required man-hours by over 25% Selected to perform testing with the engineering team for Secure Printing project that implemented pcProx card readers on every printer Restored client data using Active Directory snapshots and server archives Performed data analysis and verification while migrating data between Data Centers Show less Focused on the messaging aspect of support that included emails, Instant Messaging and mobile devices Provided support for one of the largest Exchange 2007/2010 installations Assisted engineering team in providing feedback and error reports to Microsoft Liaison between end users and engineering team Sent out alerts for outages companywide with the expected downtime and ETA as to when services would be restored Worked on front and backend user and server support including tracing emails from client side to server delivery Supported Blackberry via Account creations on BES Trained Clients in Outlook Troubleshooting email delivery utilizing Symantec Email Security Cloud Supported Good for Enterprise – Account creation, removal and troubleshooting of personal devices Show less Global support for over 250,000 end users in a corporate environment Prepared and conducted structured training for new hired employees. Incidents handled per established guidelines to ensure a consistent user experience. Internal tools allowed us to remotely connect and control client workstations to apply fixes, updates and install applications Assisted in establishing documented procedures for handling priority incident Acted as escalation point for junior agents. Maintained FCR of 97% with an AHT of 10-15 minutes with an average of 25 calls a day depending the type of call and volume Lan Administration for Active Directory and Novell; including account creations, deletions and password resets Primary support for all remote access products including Citrix based web portals and Cisco VPN Client Show less Inbound internal phone support for all applications used daily by our end users that expanded to full application support role Maintained 1st Call Resolution for password calls: Talk time of 10-15 minutes with an average of 25 calls a day depending the type of call and call volume Troubleshot remote end users not located in a facility or traveling abroad who were attempting to connect to their sessions via Cisco VPN Client Established and maintained user accounts through our end user request center enabling client access to new applications or to have them removed from their profile: Completed up to 80 requests daily Show less Inbound internal password phone support for various applications used daily by our end users. Diagnosed incidents and apply the correct solution depending on the situation ensuring a second call into the help desk is unnecessary Maintained a talk time of less than 5 minutes with an average of 30-40 calls a day depending on call volume Provided password support for Mainframes & Midrange, Active Directory & Novell, Outlook & Lotus Notes, and the various internal applications by authenticating clients using defined process Show less

  • File & Print Advanced Technical Solutions

    Oct 2011 - Sept 2013

  • Groupware Advanced Technical Solutions

    Nov 2010 - Oct 2011

  • Universal Technical Support Analyst Tier II

    Sept 2008 - Nov 2010

  • Universal Technical Support Analyst

    Oct 2005 - Sept 2008

  • Technical Support Analyst

    Jan 2005 - Oct 2005
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  Direct Energy

  Oct 2013 - May 2017

  Data Center Operations Team Lead

  Overnight team lead responsible for establishing, maintaining schedules a being the go-to person for questions on any training or software that is supported. Point of contact for emergencies that may occur within data centers (NOC). Had access to secure room and ran diagnostics along with remote engineers to determine and resolve alerts that would occur. Would monitor, escalate network outages and security breaches. Responsible for end of shift reports and completing overflow requests. Migrated and verified information between data centers via FTP for external clients. Supported 6,000 users globally with technical issues remotely via Thin Client and other applications. Show less

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  McKesson Health IT

  Dec 2017 - now

  McKesson Health IT Service Desk Representative

  System administrative responsibilities include creating, verifying, terminating, and modifying users, computers, printers, scanners, faxes, distribution lists, calendars and mailboxes and groups in Azure Active Directory. Network administration using Splunk and various tools to locate irregularities and help with nurses and physicians experiencing latency. Delegator in ServiceNow and Remedyforce/Salesforce ticketing systems for incidents and service requests. Assigns tickets to appropriate queues and a point of contact for workflow changes. By checking for patterns of re-occurrence in incidents, we’re able to determine faults in software patches and updates that affect our client’s business and relay such findings to our software engineers in weekly meetings. Received cybersecurity training in order to identify when client data has been compromised and to follow the chain of command procedures so the intrusion can be properly traced. Point of contact for conflict resolution (network outages, hardware failures, user administration). Securing workstations for Citrix or VPN connections and ensuring enterprise standards are met. Active participant in the COVID-19 1st response service desk team; rapidly deployed two-factor authentication training and implementation for medical staff and contractors enabling remote work. Exposed weaknesses in the administration credentials during the annual CyberCup Hack-A-Thon. Show less