Cynthia Easter-Daniels

**** ***** ****

Decatur, GA 30034

404-***-**** (Business) 404-***-**** (home) E-Mail:acqbvs@r.postjobfree.com

Application Support/ Technical Support Analyst/ Desktop Support/Customer Service

Technologically sophisticated Technical Support Specialist with experience in application, desktop, and network support. In depth knowledge of helpdesk support, desktop imaging, and data protection backup. Demonstrated strength in quickly understanding and handling technical and operational issues in fast paced environment. An effective communicator who can easily interface, with end users, technical teams, and professionals on all levels.

PROFESSIONAL EXPERIENCE

LexisNexis Corporation, Alpharetta, GA 2009-Present

Technical Support Analyst

Provide application support,for end-user training and and troubleshooting assistance for proprietary software applications. Ensure security procedures and guidelines are met for password resets. Provide billing support and payment assistance. Log tickets in Siebel CRM. Participate in departmental projects.

APOLLO HEALTHSTREET

ARBY’S RESTAURANT GROUP, Atlanta, GA 2008

PCI Analyst

Setup Windows environment for over 400 Dell Back Office Systems for PCI project, verified and provided store equipment information for each unit to Spartan Computer Systems, downloaded files from WebEDM database server and copied files to each BOS, checked POS systems for current menu layout, performed Post check each morning for each store to ensure network connectivity for email, and RTI, installed printers for each store, assisted PC support in editing host files for all PCI BOS and POS systems, assisted in staging systems for new store installs, documented PCI installation process.

Assisted RTI database administrator with user and store account setup, alignment changes, password requests.

Helpdesk Analyst

Provide Level 1 support for Arby’s Restaurant systems, responsible for taking incoming calls from the customer, do basic troubleshooting and escalating to 2nd Level support if necessary.

GEORGIA LOTTERY CORPORATION, Atlanta, GA 1993-2007

Network Support Specialist

Provide Level 1 and Level II helpdesk support for desktop, laptop, tablets, software applications, hardware, and network issues. Maintain and manage backup systems for Headquarters and District Offices. Develop training documentation and provide training to the Data Center Operations staff on network monitoring software, patching, helpdesk package, and backup software. Setup Windows printing environment and provide support for printer issues. Monitor Windows environment using Microsoft products What’s Up monitoring for outages and disk utilization. Provide account maintenance function to support adds, moves, and changes of Active Directory accounts. Assist in system migrations, create desktop images, image and deploy computers, create groups in AD. Monitor Novell network systems connectivity, and maintain the On-call Schedule for the IT department.

Computer Operations Specialist

Operated Digital VAX/VMS system-loaded jobs. Mounted reel tapes, recovered from system failures, troubleshot hardware problems, and balanced daily reports. Assisted in help desk hardware and software support calls, and performed daily backup. Aided in daily televised game drawings, setup and maintained ICS reports and tape logs. Supported and communicated with programming staff.

MARY KAY COSMETICS, Tucker, GA 1988-1993

Data Services Coordinator

Operated Microvax II Digital VMS operating system. Assisted and communicated with programming staff, and maintained schedule for work processed. Readied system for efficient utilization and for communication with corporate headquarters. Analyzed and troubleshot error messages, and performed maintenance on system hardware. Maintained and updated system files, performed daily backup, setup and maintained new programs. Provided documentation and training on new programs, and released orders for Mastercard/Visa approvals.

EMORY UNIVERSITY CANCER SURVEILLANCE CENTER, Decatur, GA 1985-1988

Computer Operator/Data Entry Clerk

Updated and entered data into various databases, and maintained the flow of data entered. Performed weekly backup of disk drives on a VAX/VMS Digital Operating System. Created and restored files on disk. Performed back up from files to tape, and maintained tape library. Maintained hardware, updated files, prepared printouts, and ordered supplies.

SUMMARY OF TECHNICAL EXPERIENCE

NETWORKING: LAN/WAN, Windows Server 2000/2003, Novell Netware

OPERATING SYSTEMS: Windows 95 /98 /2000 /XP

APPLICATIONS: MS Office Suite 97/2000/2002/2003/2007, MS Outlook, Citrix, Commvault Galaxy backup & restore software, ServiceDesk Plus, Symantec Ghost, Zenworks for Desktop Management, GroupWise 6.0, Veritas, Lotus Notes

EDUCATION & TRAINING:

Associate Degree in Business Administration, Herzing University College

Certification: Novell Certified Network Administrator 4.0, 1996

Professional Development: Commvault Galaxy Administration 5.9/2005, Citrix Presentation Server 4.0, 2006, Windows 98, Windows 2000, Windows XP, MSCE Windows Server 2003 Suite

Professional Development: Completed Managing and Maintaining Microsoft Windows Server 2003 Environment, 9/2007

Professional Development: Completed Essential of Business Analysis course, 5/2008

Certification: HDI Certification, 2007

Contact this candidate