Support Engineer

Darlene M. McClellan

Lackawanna Dr. ( Stanhope, NJ 07874 973-***-**** (

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

Summary

Solutions-focused professional with 10+ years experience providing rapid

and client-focused technical to 200+ users. Adept at articulating complex

technical concepts to users of varying technical understanding. Well

versed in a variety of common operating systems, application, and hardware

with a proven ability to master new tools and technologies quickly.

Proven ability to identify and implement improvements to streamline

processes and increase efficiency and productivity..

Skills

CompTIA A+ Dell Certification Client Relationship

Troubleshooting & Issue Process Improvement Management

Resolution System

Implementation

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Education

Associate's Degree

County College of Morris - Randolph, NJ

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Professional Experience

Post Foods, LLC - Parsippany, NJ 2008 - 1/2010

PC/LAN Analyst

Key Contributions:

. Administer and maintain Active Directory accounts,

permissions, and access rights

. Perform system backups and recovery via San with Veritas

Net Backup

. Maintain and support Zyxel wireless devices and provided

access for all outside associates and visitors

. Install configure and deploy all Dell systems and software

packages via SCCM

. Automated Nielsen reports by developing and implementing

command scripts

. Provide all telecommunications support via Cisco unity

express

. Sole onsite support for 110 end users both onsite and

remote. Extensively supported Blackberry's, VPN and

Outlook 2007

. Document all work through Lotus Notes databases

Siemens/Evonik-Degussa - Parsippany, NJ 2008 -

2008

Senior Desk side Support

. Network administration including password resets, group

memberships and domain trusts

. Package deployment utilizing SMS

. Provide desktop support to 450 IBM Windows XP laptops and workstations

. Troubleshoot all Blackberry and Lotus Notes issues

. Troubleshoot VPN issues utilizing Cisco and Secure IT

. Document all work through Clarify ticketing system

IBM/J&J - Morris Plains, NJ 2007 -

2008

Senior Executive Support

. Primary Support for Morris Plains J&J executives and

assistants

. Troubleshoot Blackberry and VPN issues utilizing Nortel VPN

and certificates via tokens

. Provide deskside support to 1800+ Windows 2000 and Windows

XP laptops and workstations

. Troubleshoot VPN issues utilizing Cisco and Secure IT

. Document all work through Remedy and ITSM ticketing systems

Tilcon New York, Inc. - Wharton, NJ

2004 - 2007

IT Site Administrator

. Implemented WSUS server with group policies in Active

Directory

. Administrator of enterprise manager for Blackberry and main

support for all company Blackberry's

. IT Support/server hardware support/Companywide upgrades

. Maintain all servers/backups/critical patches/Citrix farm in Wharton

. Diagnose and troubleshoot all LAN/WAN connectivity issues

. Desktop engineer support supporting Tilcon's users throughout NJ's 14

different offices

. Create all user accounts, shares, print queues, and memberships in Active

Directory and servers

Atlantic Health System - Morristown, NJ 2001 -

2004

PC Support Site Supervisor

. Managed 24/7 site based staffing of 4 members and responded

to critical issues to ensure 24/7 availability of hospital

systems

. Increased staff efficiency to meet and exceed 25 hour and

same day SLA's

. Participate in bi-monthly meetings with St. Management to review

performance and ensure efficiency of daily operations are being met

. Responsible for all site-specific personnel issues including bi-yearly

reviews and staff schedules

. Effectively address desktop and network performance issues through close

coordination with senior technical staff

. Responsible for user administration, print environment in Microsoft

NT/2000 Active Directory and Novell NDS/Edirectory for user community of

approximately 480

. Maximize existing hardware and software by implementing scheduled

maintenance of all critical computer systems in include cleaning and

adherence to corporate software standards

. Manage all project and system implementations including equipment

installations

PC Support Level III

. Responsible for creating user accounts, shared drives and

print queues in Microsoft NT and Novell

. Diagnose and troubleshoot all LAN/WAN connectivity issues

. Provide deskside support to 2200 Windows 2000 and Windows 95 workstations

. Acquired specialized training in configuring and maintaining Cisco

switches

Contact this candidate