3RD SHIFT Service Desk Analyst

Dietra Wiley

ad5upa@r.postjobfree.com

PROFESSIONAL SKILLS

Active Directory Users and Computers

Citrix ShareFile

Exchange Admin Tool

Microsoft 365 Admin Center

Windows Server 2003 – 2008 R2

Office 365

MS Office 2003 – 2016

Lync /Skype

Windows 7, 8, 8.1, &10

Cisco Call Manager

Cisco IP Softphone

Cisco VPN Client

IBM Tivoli Remote Control

Software Installation & Configuration

Dameware Remote Control

BeyondTrust Remote Support (Bomgar)

Remedy Ticketing System

ServiceNow

Footprints

POB (Point of Business)

JIRA ticketing system

Internet Explorer, Google Chrome, Mozilla

Asset inventory

iPad, iPhone, Android & Blackberry PDAs

JAVA installs, updates and configurations

Mapping printers and network drives

Troubleshooting various error messages

DUO Mobile

PROFESSIONAL EXPERIENCE

WAKEMED HOSPITALS February 2018 - Present

Provide technical support for hospital employees. physicians and students

Software installation and configuration

Mapping printers and Share Drives

Troubleshooting various error messages

Configuring devices for remote access

Adding proper profile memberships via AD

Adding/removing permissions via Office 365 Admin Console

Configuring account setup for 2 Factor authorization

Staying abreast of custom applications in the Enterprise

Properly document via ServiceNow ticketing system for any escalations

Any other duties or side projects assigned

CITRIX SYSTEMS, INC August 2016 - October 2017

Provide technical support for Citrix ShareFile products. This includes software installations/upgrades, configuration and troubleshooting error messages. Remote into systems via GoToAssist/GoToMeeting. Utilize JIRA ticketing system to record and track tickets. Stay abreast of new software releases and be ready to assist customers with new features. Reading log files from applications to troubleshoot root cause for error. This application was configured on Windows 7-10 OS as well as Mac Systems, iPhones, Android devices, SurfacePro’s and tablet devices. Maintain company SLAs and FCR rate. Provide assistance to other software support teams as volume demands. Any other duties assigned.

COMPAREX August 2015-February 2016

Provide Tier 2 Support for Office 365 software suite. Create accounts via Active Directory, and Exchange Admin console. Manage account permissions, software installations (based on the user’s license type), configure networked printers. Map share drives and printers. Run PowerShell scripts to manage account or enterprise wide permissions.

Serve as a liaison between customer and Microsoft. Remote into systems using GoToAssist. Work was performed in a Windows 7-10 OS as well as Mac OS, iPhone, Android devices and tablets. Document work via POB ticketing system. Maintain company SLAs. Create Knowledge base articles for our team. Any other duties assigned.

CCCi April 2015-July 2015

Provide Tier 2 technical support on the City of Raleigh contract. Create user accounts via Active Directory; assigning permissions and placing the accounts in the correct OU. Create customer mailbox using MS Exchange Management Console. Troubleshoot error messages, issues with network connectivity, mapping printers, and share drives. Document/track work via POB ticketing system. Software installs, configuration and upgrades. Driver installs and upgrades. Assign IP phones via Cisco Unified Management Console. Configure wireless network settings, Cisco VPN Client, Exchange/Active Sync for iPhone, iPads, & Android phones. Configure LAN settings and Internet Options for web browsing. Work performed in Windows 7-10 OS as well as Mac systems OS. Provide extended coverage as needed; any other duties assigned

SYSTEL Aug 2013 – March 2015

Provide remote support and troubleshoot errors via TeamViewer of desktops, laptops, printers, peripherals, and handhelds for a multi-client enterprise. Complete software installations, updates and configuration. Assist with system migrations from Windows XP to Windows 7. Map PSTs, network and local printers. Install and configure Cisco’s IP Softphone. Manage user account via Cisco Call Manager. Configure Cisco VPN Client. Access Active Directory Users & Computers (checking the account status, ensuring the computers are in the correct containers), password reset, re-enable user accounts, map share drives. Configure exchange mailbox settings. Perform driver updates. Configure LAN settings and Internet Options inside web browsers. Update group policy. Custom Application Support (ensuring correct permissions are in AD, configuring the software, install updates). Track and document work via ServiceNow ticketing system.

HP ENTERPRISE SERVICES Nov 2008 – June 2013

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. Maintain user and computer account permissions via Active Directory Users and Computers. Unlock user and computer accounts on the Domain Controllers.

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. Work was documented via Remedy ticketing system.

May provide mentoring or guidance to less experienced team members.

Run basic PL/SQL queries to check account status, unlock account, and reset passwords

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 systems via Tivoli Remote Control.

Update system BIOS.

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 1991- May 1993

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

ARKANSAS CITY HIGH SCHOOL Arkansas City, KS, Aug. 1987 - May 1991

Received High School Diploma

Contact this candidate