KIMBERLY TISDALE

**** ******* *****, *******, ** 27616

336-***-****

actb6m@r.postjobfree.com

Kimberly Tisdale LinkedIn

SUMMARY OF QUALIFICATIONS

Information Security Professional and Quality Assurance Analyst with 10+ years of experience in Tier I, II and III Help Desk Support to include the testing and documenting software for quality assurance. Ensured proper operation and expanded capabilities that maximized system performance and personnel productivity from providing onsite and remote assistance while also managing systems, servers and network hardware valued over $20M. Served as a Systems Administrator by creating 600 user accounts, mailboxes and permissions to allow users to properly access network resources. Experienced in Customer Support by providing expertise to users and answering queries or requests for support and training on systems and software titles. Career is supported by vast analytic experience, specialized IT training, including certifications as a Cisco Certified Network Associate and CompTIA A+ Certification.

AREAS OF EXPERTISE

Leadership / Training

Network Administration

Quality Analysis / Compliance

Project Management

Linux / Win XP / IOS

Communication

Operations / Efficiency

Remote Troubleshooting

Customer / Desktop Support

PROFESSIONAL EXPERIENCE

Red Hat – Raleigh, NC 2015 – Present

Executive Technical Administrator / Software Tester

Resolved all design, planning and technical issues from pre – acquisition to post – completion of developments, including performing manual and automated software testing.

Conducted numerous quality analysis tests; documented found bugs, errors, interoperability flaws and other issues within proprietary software applications developed for Redhat’s global user base

Provided global technical support for Senior Level Executives, including assisting with technical capabilities as well as translating business requirements to technical teams

Proficient in various types of testing – Functional, Scenario, End to End, Integration, Client-server based, Web based in environments like Win XP, 7, IOS and Linux

GPI Technologies – Raleigh, NC 2011 – Present

Desktop Support Analyst (2013 – Present)

Led a team of six support staff to provide local and remote desktop support for corporate headquarters and 2500+ satellite locations as Tier II/III analyst.

Performed hardware/software installations, system configurations, printer or peripheral installations, network maintenance and troubleshooting

Served as Senior Technical Analyst with responsibility for resolving complex and escalated tickets; completed tickets within specified timeframe - usually one business day

Collaborated with co-workers to ensure efficient and functional access for all end users across 11,000 IT assets

Troubleshot calls from end users encountering hardware or software issues; researched and identified solutions

Developed short and long term support plans by gathering information on available technology and analyzing data; proactively resolved issues and anticipated problems before they appeared

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Help Desk Agent II / Help Desk Support Analyst (2011 – 2013)

Supported customers with basic operation and functionality of computers, software, peripherals and networks via telephone.

Worked in tandem with customers to assess needs, identify possible fixes, and apply the optimal fix to resolve the issues; tracked all activity in centralized ticket system for future analysis and follow up

Promoted to Desktop Support Analyst on the basis of exceptional performance; troubleshot and supported CPUs, monitors, printers, scanners, faxes, credit card machines and network gear

Reset passwords, unlocked accounts, scanned for viruses and audited security practices

Trained staff on POS and productivity software including Microsoft Office (Word, Excel, Outlook, PowerPoint)

United States Army – Various Locations 2004 – 2010

Signal Support Supervisor

Provided Tier I and Tier II help desk support to 600 Department of Defense employees while managing all day-do-day aspects of operations as an executive assistant.

Designed and delivered a series of classes for local employees; provided professional development and education on proper computer safety and security

Anticipated and resolved problems with responsibility for the Department’s computer access, maintenance, network functionality and associated training

Troubleshot and ensured the security of telecommunications systems through monitoring data and user practices

Served as Information Security Officer in liaising with senior staff members, adjacent departments and other units to streamline front office operations; maintained perfect accountability for over $22M in IT assets

Signal Support Specialist

Reorganized and relocated a move with over 6 servers, 300 computers and 600 end users, while maintaining $20M in IT assets.

Maintained and utilized automated data processing systems, and computer platforms worth over $20M in accordance with strict regulatory procedures; proficient in UNIX/ LINUX

Supervised, analyzed and reported intercepted foreign communications at all echelons throughout a military organization; assisted in synchronizing intelligence, surveillance and reconnaissance

Created and maintained Signal Operating Instructions; provided recommendations and assistance to senior management through monitoring and reporting incidents of interference in a multinational coalition environment

EDUCATION

Technical Certificate, Durham Technical Community College, 2011

Information System Security Officer Training, United States Army, 2005 – 2010

Information Awareness Training, United States Army, 2005 – 2010

Information Management Officer Training, United States Army, 2005 – 2010

CERTIFICATIONS

Cisco Certified Network Associate

CompTIA A+ Certification

HP Certified Self Maintainer

TECHNICAL SKILLS

Hardware: Switches, Routers, Desktops, Servers, Laptops, Printers, Peripherals, Mobile Devices

Networking: TCP/IP, Ethernet, WiFi, Windows Networking, VPN

OS & Virtualization: Microsoft Windows (Server, XP, Vista, 7, 8, 10), Macintosh OS X, Linux

Enterprise Software: Microsoft Office, VMWare, Citrix, Symantec Products, McAfee Enterprise Products

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