Training Software

Kandice B. Eckhoff

Home: 816-***-****

**************@*****.***

Skills

. Microsoft Windows 2000 and 2003 Server Active Directory

. Migrating mailboxes from Exchange 2003 to Exchange 2007

. Creating new user accounts, mailboxes and setting permissions

. Software Distribution Using Group Policy

. Working knowledge of TCP/IP, DNS and DHCP

. 9 years experience troubleshooting hardware and software issues

. Microsoft SharePoint

. Track-IT Help Desk software

Work Experience

Midwest Research Institute: Kansas City, Mo (Oct. 2005 - Apr. 2009)

Customer Support Technician II - helpdesk team lead

. Improved the process for assisting end-users by installing and

implementing Track-IT for help desk work order tracking. Sped up the

process of support requests by implementing an automated work order

logging system which allowed users to create their own requests and

allowed for ease of tracking and prioritizing tasks. In addition, the

implementation of Track-IT has allowed MRI to better keep track of its

physical assets and monitor its hardware and software inventory. These

processes saved the company over 10 hours per week on follow-ups and

tracking statuses since implementation.

. Directed the project to upgrade users from Office 2003 to Office 2007.

In addition to managing the overall project, I was also tasked with

creating and providing training for end users. This training saved the

company approximately $8000 in training costs and materials by

creating and providing training in house.

. Supported over 500 LAN users and 150 offsite WAN users including users

from 8 remote U.S. locations and several overseas locations.

. Managed 500+ desktops for critical and security updates monthly using

WSUS 3.0.

. Assisted with annual computer refresh budget and monthly maintenance

budget for all printers and AV equipment. Managed the yearly budget

of $81,000 for computers and $38,000 for AV repairs and equipment

maintenance.

. Managed two servers running Windows Server 2003.

. Assisted with writing a disaster recovery plan for the Institute.

. Assisted the Exchange administrator with migrating 2003 mailboxes to

the 2007 Exchange server.

. Created SharePoint accounts and training.

. Setup phones for corporate use such as Blackberry devices and Windows

Mobile.

Children's Mercy Hospital Family Health Partners: Kansas City, Mo (Mar.

2002 - Oct. 2005)

Microcomputer Products Analyst.

. Provided technical support to approximately 85 end users.

. Setup user computers and created network accounts.

. Trained all new employees on I.T. policies and procedures.

. Provided quarterly training sessions over material that the company

needed.

. Used SMS on a regular basis to remotely operate computers and to

deploy software, including Windows XP.

. Deployed Office 2003 and with group policy.

. Solely responsible for all inventory.

. Worked directly with the Network Administrator to maintain servers.

. Responsible for deploying all security patches to servers and

workstations.

Sprint RAD (Iconixx): Overland Park, Ks (Feb.2001-Nov. 2001)

Systems Integrator.

. Answered incoming phone calls for the ION product.

. Provided technical support over the telephone.

. Monitored inventory management and control.

. Installed software and performed troubleshooting.

Education

DeVry University: Kansas City, Missouri - Bachelor of Science in

Telecommunications Management

Classes taken at New Horizons Kansas City to further education:

. Designing Security for Microsoft Networks

. Implementing and Supporting Microsoft Windows XP Professional

. Supporting Users Running the MS Windows XP Operating System

. Administering a Microsoft SQL 2000 Database

. Fundamentals of Network Security

. A+ Certification for Hardware

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