ANTOINETTE S. PERKINS

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

Raleigh, NC 27612

PHONE: 704-***-**** EMAIL:acvamw@r.postjobfree.com

IT SUPPORT ANALYST

Helpdesk Analyst/Technical Support

“Resolving technical issues one customer at a time”

IT Support Analyst with solid troubleshooting skills. Demonstrated success resolving complex technical problems and troubleshoots hardware problems pertaining to workstations, networking hardware, and computer peripherals on the LAN and WAN in a timely manner as well as establishing a positive rapport with customers. Supported numerous Microsoft Windows operating systems. Remoted into user’s machine to expedite problem resolution as well as ensure quality service and address clients' needs at all levels of their organization. Hands on experience with various case management software.

Active Directory

SharePoint

iOS Devices

MS Exchange

TCP/IP protocol

Remote Desktop

MS Office Suites

VPN

Service Now

SCCM

UMT

Heat

GoToAssist

Sales Point

LAN Sweeper Monitoring

EXPERIENCE

Voith IT Solutions, Wilson, NC 12/2013 – 04/2016

Technical Support Analyst

Provided support for all Information Technology products and services. Support included answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.

Imaged and deployed desktops and laptops to employees.

Recorded required customer and problem information into the Ticketing System. Updated tickets with appropriate journal entries of activities, and closed tickets with resolution entered upon completion of the job.

Resolved Level 1 and 2 work orders. Elevated complex and/or high priority problems to the appropriate support groups for resolution.

Verified that suggested solutions effectively resolved the users' problems through verbal or email follow up.

Worked on Support Desk related projects as assigned by supervisor.

Cato Corporation, Charlotte, NC 08/2012 – 10/2013

Network Support Analyst

Served as the primary technical support and training to Cato store, field and corporate employees.

Analyzed problems with POS hardware IBM 4800 registers, Symbol scanners, PSC handheld, Cisco routers; DSL modems and Ethernet hubs and Sale Point software. Provide resolution in a timely manner and follow department escalation procedures.

Utilized PC Anywhere remote tool to troubleshoot and Heat call tracking software. Network monitoring.

AS400 Mainframe security management.

Implemented daily polling sessions in the IT department by transmitting and receiving data to Cato stores.

Coordinated with local phone carriers to install DSL equipment at Cato stores.

IT Helpdesk Associate Charlotte, NC 2007 – 2012

Provided support to internal and external end users. Install hardware and software on Cato Corporation field and corporate employees. Utilize Heat call tracking software.

Provide resolution in a timely manner and follow department escalation procedures.

Set up user accounts in Active Directory and manage network security, remove viruses and install antivirus software.

Network Security, Repair and install network and local printers onto PC and Mac computers.

Monitored network configuration and stability; troubleshoot VPN.

Working knowledge of TCP/IP protocol, Windows OS, MS Office suite, PC Anywhere and Heat call tracking software.

East Carolina University, Greenville, NC 2005 - 2006

Technology Support Technician

Provided technical support to ECU faculty, staff, students and School of Medicine staff.

Analyzed problems and provided solutions to Windows/Mac desktop and laptop users. Installed local/network printers and other peripheral devices. Provided resolution in a timely manner and follow department escalation procedures.

LAN security management, E-mail configuration and network monitoring. Working knowledge of TCP/IP protocol, and Magic call tracking software.

Supported IDX and Logician software. Released and recovered AES & BAR batch jobs.

BB&T Operation Center, Wilson, NC 2001 – 2005

Support Specialist II

Provided technical support to BB&T branch and corporate employees. Provided resolution in a timely manner and follow department escalation procedures.

Installed/Uninstalled financial software. Supported desktop applications. Installed local and network printers.

Mainframe and LAN security management, email configurations and network connectivity.

Mapped network drives. Working knowledge of Windows OS, MS Office, TCP/IP protocol and AS400 mainframe.

Served on the Disaster Recovery Team. Initiated and facilitated client service training at operation center.

Conduct Q&A surveys; working knowledge of Tivoli call tracking software and remote utility.

RBC Centura Operations Center, Rocky Mount, NC 2000 – 2001

Support Specialist I

Provided technical support and software training to RBC Centura branch and corporate employees.

Installed/Uninstalled financial software. Supported desktop applications and installed hardware equipment.

Mainframe and LAN security management, email configurations and network connectivity.

Served on the Windows 2000 conversion team. Converted bank desktop computer from Windows 95 to Windows 2000 and trained staff. Utilized Tivoli call tracking software. Working knowledge of Windows Operating Systems, MS Office suite, TCP/IP protocol and Mainframe AS400.

East Carolina University, Greenville, NC 1999 – 2000

Helpdesk Analyst

Provided technical support to ECU faculty, staff and students.

Analyzed problems and provided solutions to Windows/Mac desktop and laptop users. Installed local/network printers and other peripheral devices. Provided resolution in a timely manner and follow department escalation procedures.

Security management, E-mail configuration and network connectivity. Working knowledge of TCP/IP protocol, AS400 Mainframe and Magic call tracking software.

Supported IDX and Logician software. Released and recovered AES & BAR batch jobs.

EDUCATION

Pitt Community College Information Systems and Networking

Fayetteville State University Bachelor of Science – Criminal Justice

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