Software Support
Resume:
Valerie J Thompson
Email: abm5cf@r.postjobfree.com
Summary
Over ten years of experience within the field of Information Technology
with a focus on Desktop and Helpdesk support. Bachelors Degree in
Business Management and certifications in UNIX administration.
Proficient in WAN/LAN/VPN, Mainframe, Internet/Intranet, Active
Directory, Web base and Microsoft office applications. Call center
operator and helpdesk/desktop analyst with a solid foundation in customer
service and customer care support.
Technologies Used
LAN/WAN and TCP/IP
Internet/Intranet
Configuration of Switches, Routers and Hubs
Sun Solaris Telnet Remote Authentication
IBM Mainframe AS400 / AIX
NetManage RUMBA Mainframe
SQL Server
VPN
CSU/DSU
RSA Data Security Tokens
Nortel Device Managers
Broadband Technologies
Novell Netware
Dame Ware
RIS and Nortel Ghost
Network interface cards (NIC)
Lotus Notes Domino Server
Active Directory
Helpdesk/Call Center Support
Microsoft 2000 Exchange Server
Microsoft Office suite
Microsoft Windows 98, 2000, NT XP and Professional
Crystal Reports
Inventory ControlAvaya Call center hardware/software
Peregrine Ticket tracking system
Clarify Ticket tracking system
Remedy Ticket tracking system
TrackIt Ticket tracking system
Tivoli Ticket tracking system
EMPLOYMENT HISTORY
Call Center Support Analyst (Contract Assignment)
Kelly Services January 2010 - February
2010
. Helpdesk analyst with a primary focus on Microsoft Outlook
administration, troubleshooting and support for over 10,000 end
users
. Configuration of new user accounts and support of Lotus Notes
. Verify user accounts through Active Directory
. Creation and escalation of Clarify trouble tickets
Helpdesk Analyst (Contract Assignment) August 2009 - November
2009
TEK Systems
. Strong troubleshooting and communication skills, both written and
verbal, detail oriented and multitasking capabilities.
. Ability to work in fast paced work environment Strong phone skills
and etiquette.
. Verify operability of system or device Gather key statistics (# of
users impacted, location, start time, early hypothesis).
. Update incident tickets with timeline and routine troubleshooting
performed. Updates existing ticket or creates new Sev1/RTOP tickets
and validates impact of Sev1 or Sev2 issues.
. Open technical bridges and follow notification process.
. Understanding the OnStar system as a product/service.
Helpdesk/Desktop Specialist (Contract Assignment) November 2008 -
March 2009
Arrow Uniform
. Oversee the operation and scheduling of computer hardware systems,
the use of computer terminals and networks to ensure efficient use
for 1500 end users
. Use object-oriented programming languages, as well as client and
server applications
. Coordinate and link networked computer systems to increase
compatibility so files and information can be shared
. Respond to program error messages by finding and correcting
problems or terminating the program
. Troubleshoot issues with connecting to the network via VPN for home
users
. Grant access to users on the mainframe and remote access tools to
access users systems to troubleshoot issues
. Verify drive mappings, create distribution lists, access rights to
restricted folders, unlock and delete user accounts using the ACL
in Active Directory
. Monitored various AS400 messaging queues and print out reports by
typing UNIX commands forcing print jobs to run on specific printers
Technical Support Specialist (Contract Assignment) April 2008 - August
2008
Pepper Hamilton LLP
. Solely responsible for the technical activities for 72 attorney's,
paralegals and end users in the Detroit office
. Inventory control of all laptop, desktop, hand held devices
printers, software and supplies
. Installation, configuration and repaired networked systems using
Novell Netware, LAN and TCP/IP
. Configured client workstations to connect to network domains and
Exchange e-mail servers
. Verify hardware and software installs are compliant with corporate
standards and policies
. Connect WebEx conference meetings and set up laptops and
audio/visual equipment for web based presentations
. Worked hand in hand with different practice groups to research what
software that best suited their needs
. Managed daily, weekly and monthly tape backups
Desktop System Administrator (Contract Assignment) May 2007 - April
2008
ArvinMeritor, Inc.
. Answer on a daily basis over 75 end user inquiries and complaints
regarding computer software or hardware operation to resolve
problems
. Enter system commands and observe system functioning to verify
correct operations and detect potential errors
. Set up equipment for employee use, performing and ensuring proper
installation of cables, operating systems, or appropriate software
. Install and perform minor repairs to hardware, software, or
peripheral equipment, following design or installation
specifications
. Maintain records of daily data communication transactions, problems
and installation activities
. Confer with staff, users, and management to establish requirements
for new systems or modifications
. Develop training materials and procedures and train users in the
proper use of hardware or software
. Refer major hardware or software problems or defective products to
vendors and technicians for service
1.5 Helpdesk Analyst (Contract Assignment) July 2006 - May
2007
IBM/LaSalle Bank
. Windows XP environment specifically for installation and
configuration of Lotus Notes email accounts for over 1100 end users
. Support of 8 Windows 2003 terminal servers
. Assist users with setting up VPN token to access the network
. Administration and support of Avaya telephone system hardware and
software
. Access the Citrix server for remote users through the ACE server
. Escalate unresolved issues to 2nd level support for resolution
Desktop Support Specialist (Contract Assignment) August 2005 - June
2006
Kitch, Drutchas et al
. Maintain and support 250 clients and end users in 5 satellite offices
through remote access
. Including but not limited to system backups using 320 GB SDLT Tape
Drives and Veritas 9.0 backup software for Windows
. Complete support of custom applications and their administration
. General upkeep of client servers, product upgrades and related third
party software products
. Expand and modify systems to work with new applications and improve
work flow
. Enter DOS commands using computer terminals to activate controls on
systems and peripheral equipment to integrate and operate equipment
. Run software patches and implementation of new corporate images on
networked desktops and laptops
. Support Multi-Functional Devices and troubleshoot all technical issues
. Installation, configuration of maintenance of Barracuda Security
firewalls
Helpdesk Specialist Level II (Contract Assignment) January 2005 -
August 2005
Entertainment Publications
. Troubleshoot DSL and inter/intranet connectivity issues with field
representatives
. Assist remote users with accessing their PepleSoft accounts and
creation of new orders
. Provide overall support with several different custom applications
and operating systems
Technical Support Specialist (Contract Assignment) March 2003 -
January 2005
Ameritech/SBC (AMDOCS)
. Provide connectivity for desktop users using NetManage RUMBA
Mainframe
. Verify connectivity for remote users with Sun Solaris Telnet
Authentication
. Using Crystal Reporting tools and Web based applications delivering
real-time information for daily operations
. Using Norton 7.0 ghosting and re-imaging systems off the network or
local server
Administrative Support (Contract Assignment) December 2002 - March
2003
Rock Financial Mortgage Company
. Coordinated and managed multiple projects, performed general
administrative and secretarial functions for a staff of 250
. Daily support for customers with billing questions and investigations
regarding their mortgage accounts, reviewing, verifying documents,
processing transactions maintaining office records, compiling data
from files and other data sources
. Processing a variety of tax returns and reports, examining tax returns
and supporting documents for current and prior year
. Operate Access and Excel spreadsheet programs to load and manipulate
data and to produce reports
. Contacting customers through correspondence or telephone to obtain
additional information
. Scheduled travel arrangements for management and staff
. Assisted with entering employee time, accounts payable and receivable
Data Migration Engineer (Contract Assignment) July 2002 -
December 2002
Federal Mogul World Headquarters
. Refresh rollout project of 2500 HP-XP desktop and laptops systems
for onsite
. and remote users
. Data retention for all users, machine name verification and
application installation for deployment
. Image creation off of the server using Norton Ghost 7.0
. Configured and troubleshoot INI files
. Add users to appropriate groups after getting permission from
management
Helpdesk/LAN Administrator (Contract Assignment) May 1999 - July
2002
Kmart World Headquarters
. Using DNS matched host names with the appropriate IP address'
. Provide support for over 1500 remote and onsite technicians for LAN
drops
. Terminating LAN cables for remote ping testing
. Maintained security issues at the network layer related to end-to-
end delivery
. Network pinging, message relay, message alteration, delay and
denial
. Checked for TCP/IP connectivity
Education
October 2006 - May 2008
Cornerstone University - Bachelors of Arts Business Management
125 Semester hours - GPA: 3.5
January 2008 - August 2000
Marygrove College - UNIX Administration Certification
A+ Certification and C+ Programming Certification
September 1996 - October 2001
University of Phoenix Computer Science (Incomplete)
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