Kim Lewis

acd78b@r.postjobfree.com

770-***-****

QUALIFICATIONS:

. 10+ years of experience in a Technical Support role.

. Extensive experience meeting service level agreements and providing

excellent customer service.

. Provided both hardware and software support.

TECHNICAL SKILLS:

Operating Systems: Windows Server 2008, Windows Server 2003, Windows 2000

Server, Windows 7, Windows XP, Windows Vista, Windows 2000 Professional,

Windows NT Server, Windows NT Workstation

Hardware: Servers from these vendors: Cisco Servers (7600 Series), Laptops,

IBM-PC Compatibles from 8088 to Intel Core 2 Duo. Also Wireless Routers,

Wireless Access Points and other wireless networking devices: 802.11a,

802.11b, 802.11e, and 802.11g. Other hardware includes: Cisco Routers

(250x and 26xx), Cisco Switches (6500)

Software and Utilities: SharePoint, MS Word, MS Excel, MS Access, MS

PowerPoint, MS Outlook, BMC Remedy Trouble Ticket System, CallFinity, I-

Notes, TCP/IP, DNS, DHCP, WINS, Active Directory, UDP, Point of Sales, MS

Exchange Server, PeopleSoft, Live Scan, Cisco VoIP, IBM Open View Network

Node Manager, IBM Open View Desktop Administrator, MS Internet Explorer,

Norton 360, Norton Anti-Virus, McAfee Virus Scan, Backup Exec, Adobe

Creative Suite, DAPPs, E-Verify, Visio, BoCris Harris handheld computers,

CRM, SOEG, Microsoft Outlook, Apple IOS

Databases: SQL Server 2005, SQL Server 2000, Access, Plesk

PROFESSIONAL EXPERIENCE:

NBC/Comcast, Atlanta, GA

05/13 - Present

Technical Operations Support/Financial Analyst

. Provision new hires via Active Directory

. Solve MS Outlook issues

. Solve application issues

. Clean and maintenance pcs to optimize operability

. Facilitate outage escalations

. Route team tickets in queue and assign to team members or appropriate

departments via BMC Remedy

. Utilize Citrix servers as well as various other user tools

. Configure thin client profiles for virtual users

. Reset Blackberry devices via Blackberry Admin tool

. Synchronize smart devices via AirWatch

. SQL

. Microsoft Server 2008 R2

. SSRS

Carestream Dental (Kodak Imaging), Atlanta, GA

04/11 - 02/13

Technical Support

. Solved 3D imaging application issues for extra-oral and intra-oral x-

ray imaging machines.

. Configured servers for medical environments.

. Troubleshoot SQL issues.

. Modified registry keys.

. Configured/detached/reattached databases.

. Resolved technical issues.

. Utilized imaging tools.

. Troubleshooting motherboards on small and large equipment

BVirtual (Cox Communications), Atlanta, GA

07/10-04/11

Technical Support

. Handled critical outages.

. Set up VPN connectivity (RSA authentication tokens).

. Reset Smart phone accessibility.

. Granted employee permissions via LDAP and Active Directory.

. Utilized Remedy ticketing system.

. Cisco VoIP set up.

. Installed and troubleshoot LANs hardware and software.

. Established and maintained user accounts, profiles, file sharing,

access privileges and security.

. Provided technical support for end users at all levels.

. Provided support and training for software applications.

. Responsible for adding users to Juniper network.

U.S. Census Bureau, Alpharetta, GA

11/08-07/10

Assistant Manager of Technology

. Used various software systems, including, PeopleSoft, DAPPs, Remedy

Trouble Ticket system and MS Office Suite, CRM and Soft skills.

. Used re-imaging software for PCs in the company.

. ITIL Framework.

. Conducted region wide load tests for optimal network utilization.

. Managed a staff of 15 Help Desk Agents.

. Trained Help Desk staff on problem resolution, mobile and office

computing equipment.

. Planned and coordinated the installation, testing, operation and

maintenance of all office hardware systems for the 2010 Census.

. Maintained employee network access via Active Directory and LDAP.

. Maintenance of Cisco 7911 VoIP telephone systems.

. Provided administrative, technical and program guidance for office

staff of 75 people.

US Postal Service, Hapeville, GA 09/98-

10/04

Technical Logistics Analyst

. Conducted quality control reviews via Aegis and InfinityQS.

. Maintained Warehouse Management System.

. Updated Global logistics databases daily.

. Provided help desk assistance to employees for point of sales system

issues (NCR RealPoS70).

. Maintenance Martin Marietta barcoding mail processing machine.

. Processed Passports, verified authenticity of documents for submission

to the Department of State.

. Received and examined Passport applications including applications for

amendments, endorsements, or replacements.

. Reviewed Passport applications for completeness, signature,

affirmation of the truthfulness of the statements contained in the

application, verification of the Identity of the applicant and

presence of required photographs and fees.

. Tracked local and international mail via proprietary web based

tracking system.

. Utilized airport dispatch system daily.

. Supplied daily feedback to superiors on process deficiencies.

. Ensured OSHA and Hazmat compliance.

EDUCATION:

Graduated

University of Phoenix, Phoenix, AZ

05/2013

Master's Degree, Information Systems

DeVry University, Atlanta, GA

06/2004

Bachelor's Degree, Network and Communications Management

Contact this candidate