CARLOTTA (CALETHIA) PRICE SR. HELPDESK SUPPORT SPECIALIST-LAN ADMIN

678-***-****- acgkgq@r.postjobfree.com

Experience Summary

** ***** ** ******* *** training experience, the last six of which are in IT Support for the Center for Disease Control

and Prevention. Provide extensive support to remote customers utilizing Citrix and troubleshoot remote access

problems. LAN administration tasks including creating new users, assigning rights and resetting passwords. Training

of new hires on IT Tools and Forms and Service Desk procedures. Proficiency in multiple enterprise technologies

including Microsoft Server, Blackberry Servers, HP Service Center, RSA Security and Microsoft technologies.

Work History

Prium/Ameritox July 2014- Present

Helpdesk Analyst

Responsible for answering inbound customer calls, assisting customers and dispatching calls to other agents also

responsible for deploying and supporting workstations, printers, faxes, telephones, and applications at the Atlanta, GA

location.

Adhere to confidentiality (HIPAA) requirements (patient files and personal information).

Provide user support for operating systems, Microsoft Office, Outlook, MS Lync, custom Laboratory Information

Management Systems, and other applications as needed.

Provide Tier 1 support to local and remote users. Manage work orders through Track IT.

Manage access card entry system; VOIP based desktop telephone equipment, hardware and software inventory, back-

end application service accounts and management and support mobile phone users.

Dell Services Federal Government, Atlanta, GA May-2008 – July-2014

Senior Helpdesk Support Specialist for ITSO Service Desk

Provide overall analytical, technical and administrative support in administering problem resolution. Active Directory,

Blackberry Server Administrator, RSA SecurID Administration along with SCCM, Remote desktop and GoToAssist to

support desktop, laptop computers. Peripheral devices, RSA Secure key fobs and blackberries. Support using Active

Directory for assistance in creating/modifying accounts, network password reset, creating and modifying

organizational mailboxes and adding customers to certain directory to allow remote access.

SERVICE DESK PROJECTS INCLUDED

CDC Mail Project Team Lead 2010 – 2011

CDC Mail Migration Project, served as technical team lead for project planning and all CDC customers, and coordinate

with all Levels of CDC I/II/III Contractors and employees. Participate in development mechanisms of software that

affects all CDC customers. Duties include monitoring project progress and problem solving with project managers,

advisory group and customers. Responsible for communication and follow up to all customers and advisory group on

when the particular project changes will be made to their profiles as coordinated and designed by the project management

team and answer all necessary questions from customers regarding the project software or upgrades. Participate and lead

project migration conference calls, reporting progress of projects daily activities with errors or comments to the project

mailbox by customers.

Service Desk Task Force Coordinator 2012 – Present

Projects include:

Service Desk Task Force Coordinator: Responsible for process improvements for the Service Desk and development

strategies for improvement of technical tools and forms. Made recommendations to processes and procedures in order

to improve overall customer satisfaction. Worked with team members and project manager on ideas to achieve higher

customer satisfaction

CDC Email Merge from HHS to Exchange: Technical Team Lead for CDC customers on transition from HHS Mail

server to MS Exchange

Smartcard Personal Identity Verification (PIV): Support customers moving to PIV Smartcard for computer access

CDC ITSO Email Personal Archive Project (EPAP): Support customers moving.PST Archives to Personal Exchange

Archive format in Outlook.

Gables Residential, Atlanta, GA 2007 – 2008

Support Center Coordinatior

Answer/resolve all incoming calls to the support center. Communicate all issues to the Support Center Manager, IT

Technicians and IT Managers. Track and log each incoming call into the Support Center ticket system. Responsible for

tracking all policies and procedures that effect customers. Provide customer service supporting all associates with

computer related service requests. Assign service requests to the proper support personnel and ensure the request is

completed in a timely manner. Develop problem trend reports to measure problem/resolution and vendor performance.

Analyze operating problems and quickly arrive at workable solutions. Produce monthly statistical reports on call

volume.

Wireless Generation, Alpharetta, GA 2006 – 2007

Customer Support Representative

Wireless Generation pioneered the adaptation of mobile technologies, including handheld computers and digital pens,

for use in managing and improving teaching and learning in grades pre-K-12. Handled incoming calls and tracked

support cases. Assist customers with proprietary software and web installation of applications. Responded promptly to

user inquires. Applied resourcefulness and independent problem-solving, interpersonal, technical & communication

skills to multiple designated regions. Ensured customer is provided with in-depth, initial knowledge of customer

products and services. Client/PC support experience (Software installation, internet accessibility and user permissions).

Education and Training

Networking Technology -Technical Diploma, Computer Learning Centers, Marietta, GA - 2001

HDI Helpdesk Certified Professional, Atlanta GA - 2008

Walden University, Instructional Design and Technology, Minneapolis, MN – 2013 to Present

IT Skills

Troubleshooting hardware, software, and connectivity issues

High volume IT call center environment

Hardware experience working with a variety of Intel based PCs, laptops and servers; network printers; Blackberry

hardware support.

Windows XP/7, MS Office Professional, MS Exchange, Citrix, MS Office 2007, Remote Desktop software experience

(SMS), TCP/IP, Outlook Exchange, Blackberry software support (BES/BAS), RSA security fobs, Active Directory

Security Clearance

Completed NACI

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