PROFESSIONAL SUMMARY

Offering my various industry experiences to support and assist in developing more efficient professional environments, to become a strong member and permanent member of productive teams, promoting functional growth and higher levels of moral in working relationships. In search of a more secure, professional working atmosphere that will challenge and encourage the continued knowledge and training to secure the success of my future.

TECHNICAL EXPERIENCE

Skills and Special Training:

Cisco VPN TCP/IP troubleshooting, Airwatch Cloud Virtualization, VoIP messaging Cisco Unity Voicemail and BT MeetMe Tele/Video Conferencing Troubleshooting, TCP/IP SIP Network Configurations Mobile Wireless Application troubleshooting, Software Application Installation, SAP GUI .INI Troubleshooting all Modules, Active Directory Account unlock/password reset, Active Directory Global Account Management Group Policy Administration, Access Database Administration, Unix/Linux Server Support, Remote Software Installations, SCCM Remote Desktop Troubleshooter, Windows XP, 7 & 8 Imaging and Server Migrations R2 2008, Backup and Restore Re-Imaging Windows and MAC OS, Print Management, Rebooting Servers, Microsoft Lync Communicator, Lotus Notes Domino Server, Bootstrap, SME iPhone, iPad and Blackberry Troubleshooting, BES Server Management, PSTN and MDN Mobile Device Programming, Microsoft Office, Lotus Notes Domino 9v

Current and future Education: Scholarship Fall 2014 classes at NCSU, October 2014

A+ Net+ Security+ CompTIA Certifications by December 2014

Currently enrolled online at skillsoft.net Six Sigma Certification

EDUCATION

Broughton High School

NCSU North Carolina State University

A+ Net+ Security+ Classes

PROFESSIONAL EXPERIENCE

Apple Inc. Aug14-present

Technical Advisor

Account Security, Troubleshooting MAC+ Support

IPhone, iPad, iTunes, iCloud Server Support

Supporting customers daily with Apple ID issues

Backup restore syncing OS installations remote desktop

Siemens Healthcare. March 14 - Aug 14

Client Migration Specialists

For DX MC70 to ES400 rollout:

Strong knowledge about Microsoft suite of systems are required (Word, excel, PPT, Visio etc..)

Work independently to load, test and release versions of software on new PRISM devices. Manage inventory of hand held Motorola Windows devices with necessary follow up with customer service engineers and vendors (Acteos and symbol etc.)

Prepare necessary status of rollout reports on weekly basis .

Interacting with subject matter experts and business end users to arrange and coordinate logistics of user testings (Calendar, timeline, availability, test data etc.).

Participate and assist in creating software validation documentation per ISO and Quality requirements and standards for Audit and release management.

Participates in the preparation of reports, correspondence, and/or statistics.

Participates in the maintenance of records and filing systems; types and/or enters data into computer systems, including word processing, spreadsheet, presentation, database, or specialized software packages.

cel, PPT, Visio etc..)Work independently to load, test and release versions of software on new PRISM devices. Manage inventory of hand held devices with necessary follow up with customer service engineers and vendors (Acteos and symbol etc.) Prepare necessary status

of rollout reports on weekly basis .

Interacting with subject matter experts and business end users to arrange and coordinate logistics of user testings (Calendar, timeline, availability, test data etc.).Participate and assist in creating software validation documentation per ISO and Quality requirements and standards for Audit and release management.

Interact with AT&T PSTN, VoIP and MDN transfers to ensure smooth transition of DX CSEs with their cell phone to ES400 through Client infrastructure (Radio server)

HCL Technologies - Cary, NC June 11 - Dec 13

Senior IT Analyst Tier II

24/7 Service Desktop Support Technician 86 Countries, 8,000 end users for Pharmaceutical Client

First Call Resolution policy upon initial call 24 minutes, handled escalated calls of incident, ticket logging using BMC Remedy ITSM

VoIP Avaya, MS Lync, Cisco Meeting Place Admin Teleconferencing and Videoconferencing setup, troubleshooting

VPN Cisco Networking LAN/WAN TCP/IP and Wireless/Router Configuration Support, Mobile Device such as Android and OS, iPhone, iPad, Blackberry

Airwatch Cloud Virtualization Administration and Blackberry Enterprise Server (BES) Networking Administration

SIP Configuration, Troubleshooting

AT&T PSTN, MDN transfers and router configurations

SCCM tool used for RDP to perform live troubleshooting to end user client machines

Active Directory add, create, modify, suspend accounts, provide group policy updates and changes

Troubleshooting application conflicts for over 300 applications including SAP, MS Lync, Citrix, Cisco, WebEx

Cisco VPN RSA Token password resets

ACS a Xerox Company - Cary, NC Jan 10 - Jan 11

Senior Tech Support Specialist Tier II

Customer service offering help desk troubleshooting assistance on escalated calls of incident including all PDA, Wireless Air/Data Card and Smartphone mobile devices of Windows and OS operating software CDMA and IDEN Communications Devices Blackberry BIS, BES (Sprint/Nextel Mobile Phones)

Making payments and adjustments to customer accounts

Incoming call center environment, access to over 100 troubleshooting tools and software including LogMeIn remote access

MDN transfers on Sprint Network

CTMS ticketing for site Engineers tower testing in rural areas

Stat reporting of issue resolution and per call customer service surveying, monthly bonus and incentive for customer acceptance of existing value sales offers

GEORGIA PUBLIC BROADCASTING - Atlanta, GA Oct 07 - Apr 08

Unit Financial Specialist

Accounts Payables using PeopleSoft Time Allocations, Financial Budgeting by Project Comparison and budget Reporting

Schedule all Software used to create Quotes for future budget Cash/In House Cost and Time Allocations, scheduling Conference Rooms, Television Production Studio Shows and Green Rooms

Using Microsoft Word created long-term and short-term Contracts, Assigned and Created Vendors using PeopleSoft using Employee DBA's included information such as TID, EID, SSN, VN Numbers with work for hire contractors for future Invoicing using PeopleSoft

Managing Fiscal Year End and YTD Budgeting using Microsoft Excel, Creating and maintaining Account Payable files for new and ongoing television production projects

CITIGROUP OPERATIONS HDCS - Atlanta, GA Mar 06 - Dec 06

Administrative Assistant III

Immediate support to SVP of Operations for Private Label Home Depot Credit Partner and Directs which included 33 Managers each responsible for 3,000 employees per call center in divisions of Rewards MasterCard, Finance, Commercial, Consumer, Customer Experience, Learning and Performance Solutions Group, Fraud and Communications Teams

Collectively maintained the Monthly Business Review Portfolio for Home Depot Credit Services Partner from each area of Finance, transferred files from Excel to PowerPoint presentation

Managed Outlook Calendar primarily for SVP and Managers, extensive Daily, Monthly and Quarterly Executive Meeting Planning which included Breakfast, Luncheons and Team Building Events

Travel and Expense Reports as well as P2P (Procurement) Invoicing which included Exception Approvals, Managed Timesheets for Exempt using PeopleSoft

Maintained YTD Severity (Issues) Reports as well as Private Label and Rewards MC weekly

Inventory and Supply Ordering for Operations & Technology twice a month along with various Advanced Administrative duties (100+heavy faxing, copying, binding, mailing and color printing)

ADP TOTALSOURCE - Charlotte, NC Nov 05 - Feb 06

Sales Administrator for PEO

Assisted 11 District Managers, Implementation Specialist, and Director with client employee information, which included importing benefit enrollment and payroll spreadsheets into a CSV. Format in Microsoft Excel to a BRET online system.

Assigned appointments for sales leads for district managers in Sales force online calendar system.

Created New Hire Booklets and Employee Benefits Enrollment Packages for as many as 200 employees as well as importing payroll/ personal information using mail merge in Microsoft Excel.

Assisted the Director in monthly reports for the District Sales Team which included Credit, Benefit, and Approval status for various Client accounts.

Client on-site auditing of employee benefit enrollment packages and new hire booklets

FIRST DATA GLOBAL LEASING - Atlanta, GA Jan 05 - Nov 05

Office Administrator

Quality Assurance of Lease Contract Microsoft Excel Spreadsheet daily log for 6 sales teams to insure the salary compensation, and daily overnight shipment to leasing department headquarters

Assisted 3 sales teams which included Sales Representatives and Account Executives using online Mercury software to submit business applications for the leasing of credit card acceptance machines for Visa, MasterCard, American Express and Telecheck

WELLS FARGO MORTGAGE LENDING - Fort Mill, SC Feb 04 - Dec 04

Loan Processor & Junior Auditor

Entered registration information for loan applications using online Freddie Mac software

Frequent calls to Mortgage Brokers and Account Executives for additional information on current customer loan files and potential loans in process

Stacking loan files appropriately; loan submissions, appraisals, Ordering and Reviewing Credit Reports, Good Faith Estimates, etc.

SMITH KLINE BEECHAM CLINICAL LABORATORIES, INC. - Raleigh, NC May 97 - Nov 99

Data Entry Operator & Specimen Processor

Processed specimens according to lab test requested by client using ICD-9 and CPT codes

Sorted air compressed packaged specimens according to test number for flight distribution

Data Entry and billing of patient requisitions which included chain of custody urinalysis testing

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