Dietra Wiley

acpqyg@r.postjobfree.com

919-***-****

PROFESSIONAL SKILLS

Network configuration & troubleshooting

Symantec Endpoint Encryption

Citrix & Citrix XenApp

Active Directory Users and Computers

Exchange Admin Tool

Windows Server 2003 - 2008

Cisco Call Manager

Cisco IP Softphone

Cisco VPN Client

IBM Tivoli Remote Control

Deploy and Installation of Software via Tivoli

Dameware Remote Control

Windows XP, 7, 8 & 8.1

Office 365

MS Office 2003 - 2010

Microsoft Office Communicator

Microsoft Office Lync

Netmeeting

Windows command line prompt

Remedy Action Request System

MS Internet Explorer

Google Chrome

Mozilla Firefox

Mapping printers & driver installations

Managing systemservices via My Computer

Asset inventory

iPad, iPhone, Android & Blackberry PDAs

GOOD for Enterprise server

Creating public folders, mailboxes, & groups

Performing system BIOS updates

Increasing virtual memory

Salesforce Outlook Integration

JAVA installs,updates and configuration via control panel

Creating computer accounts

Flatbed Scanner

Adobe FLASH

Omni Page Pro

Dreamweaver MX & 8

PROFESSIONAL EXPERIENCE

Systel, Cary, NC Aug 2013 - Present

Provide remote support of desktops, laptops, printers, peripherals, and

handhelds for a multi-client enterprise.

Assist with system migrations from Windows XP to Windows 7

Installation and configuration of Cisco's IP Softphone

Cisco Call Manager

Cisco VPN Client

Active Directory Users & Computers (checking the account status, ensuring

the computers are in the correct containers)

Mapping share drives

Configuring exchange, mapping PSTs

Performing driver updates

Mapping network and local printers

Troubleshooting error messages

Software installations, updates and configuring the software for use

Configuring LAN settings and Internet Options inside web browsers

Updating group policy

Account lockout & Password Resets

Custom Application Support (ensuring correct permissions are in AD,

configuring the software, install updates)

EDS / HP ENTERPRISE SERVICES, Raleigh, NC Nov 2008 - June 2013

IT Systems Technician

Provide remote support for the following user systems: desktops, laptops,

printers, peripherals, handhelds, and servers.

Provide support of the systems for break-fix, installation, move, add,

change, and preventative maintenance activities.

Responsible for performing additional support activities for: Microsoft

Office Applications, incident resolution, account maintenance, password

resets, system upgrades, data migrations, map network drives, Web and

Desktop Application Support.

Conduct hardware, software, and network troubleshooting and problem

resolution.

Research problems and make recommendations for solutions.

Track hardware/software inventory.

Issue FedEx waybills for the return of equipment. Provide user orientation

of new and upgraded hardware/software packages; may act as a team leader on

projects.

May provide mentoring or guidance to less experienced team members.

Utilize Active Directory for management / creation of users, groups,

organizational units, and computers. Perform application and driver

installation and upgrades.

Push software applications via Tivoli. Remote into computer systems via

Tivoli Remote Control.

Update system BIOS.

ICONTACT, Durham, NC June 2007 - Nov 2008

Customer Support Representative II

Responsible for responding to support issues, answering questions via

phone, providing support via live chat, and assisting customers with the

use of our web-based software product.

Proficiency using computers to troubleshoot customer issues, provide

technical support and knowledge of HTML.

Run scripts of mail servers to track mail sent out and for use in

troubleshooting server issues.

Document and escalate issues that require extensive troubleshooting or

further investigation or are issues that result from the application.

Provide follow up for our clients on issues that have been escalated to

serve as a liaison between our client and our development team.

Provide training to new hires on our product and to help familiarize them

with the software and how to navigate through it.

Assist customers with configuration data, import/export of text documents

and images.

Any other duties assigned.

N.C. DEPT. OF CULTURAL RESOURCES, Raleigh, Wake, NC Jan 2003 - June

2007

Processing Asst. 4

Responsible for performing conversion of photographic finding aids into xml

web pages.

The process involved: digitization (scanning pages into TIFF's ), OCR the

pages using Omni Page Pro software, then convert into word documents, next

convert the word documents into XML web pages.

Provided training to other employees on how to digitize documents and

perform OCR. Create digital copies of orders placed by the public using a

cd-r.

Data entry of 18th and 19th century government records into MARS database,

then proofing work.

Completed digitization of 18th and 19th century documents to preserve

quality of documents and promote access of the documents via computer

systems rather than personal handling.

Digitized 18th & 19th century photographs using Adobe Photoshop software

for access via internet.

Completed any other duties assigned by my supervisor.

N.C. DEPT. OF CULTURAL RESOURCES, Raleigh, Wake, NC Nov 2001 - Jan

2003

Processing Asst. III

Converting state agency records from paper documents into microfilm.

Preparing and arranging all records prior to filming.

Creating certification forms and targets required for each project. Enter

reel information in the department's mainframe computer database.

Submit request for printouts and labels for data entry.

Proof each reel of film to ensure quality control.

Any other duties assigned

EDUCATION & TECHNICAL COURSES

WAKE TECHNICAL COMMUNITY COLLEGE Raleigh, Wake, NC

Some College Coursework Completed.

Completed certifications for HTML 1, 2, & 3. Java-script for non-

programmers @ State Personnel Development Center

Completed courses in CIS 110, CIS 130, CIS 172, CIS 240, WEB 110, WEB 140,

NET 110, and MAT 070

COWLEY COUNTY COMMUNITY COLLEGE Arkansas City, KS, Jan 1995 - May 1995

Took a course on micro-computers and Chemistry, Aug 1991 - May 1993

UNIVERSITY OF KANSAS Lawrence, KS, Aug 1987- May 1991

Entry level courses in Algebra, Biology, Psychology, and Advanced

Literature

ARKANSAS CITY HIGH SCHOOL Arkansas City, KS

Received High School Diploma

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