Manager Office

VERONICA V. SPENCER

**** **** ******

EAST CHICAGO, INDIANA 46312

P: 219-***-****

M: 317-***-****

GOAL: Utilize my Application and PC Support skills

WORK EXPERIENCE

CDI/IBM - Covance - Indianapolis, Indiana

10/09 - 07/10 IMAC Focal /Application Lead Support - (Contract Position)

IMAC Focal and Team Leader

Perform IMAC Vetting of client request forms for access rights,

software, hardware, re-image and workstation builds

Work with application approval teams

Work with Technical managers for approval of request forms

Provide application, network and technical support for clients/desk-

side techs

Responsible for Inventory

Setup new users Microsoft Outlook accounts

Reset and Unlock AD Network log-in accounts

Supervisor and assign client request tickets to Techs

Assign Techs workstation builds, application install, re-image and

printer setup tickets

PC Deployment of Lenovo desktops and laptops and Dell laptops for

Covance clients

Primary Application Lead Support for all issues after workstation

Deployment

Assist clients with application, email, and network log-in issues

Assist clients one on one with logging-on and setting up PIN for WEB-

IN VPN

Troubleshoot and Resolve installation of Adobe Products

Troubleshoot and Resolve missing application shortcuts, folders and

mapped network drives

Troubleshoot and Resolve applications issues

Troubleshoot and Resolve installation of missing applications

Troubleshoot and Resolve database connectivity issues with

applications

Troubleshoot and Resolve Microsoft Outlook 2003 issues with PST, PAB

and profile

Provide work-around for Microsoft Office 2000 files created in older

version

Create Documentation for application problems and fixes

Create, reset and unlock network log-on accounts

Setup Developers and Programmers with Admin access

Install missing network and local printers

Configure and setup Blackberry

Training: Covance Safety

Hardware: Dell D420/D430, Lenovo X200/X201 and Lenovo ThinkCentre

M6137

Software: Adobe Products, Citrix Nfuse, Crystal Reports 11, Data

Transfer 4, Eric Remel, Exacta, Juniper VPN, ManageNow, Maximo,

Microsoft Office 2003, Oracle 8i, Realm, Rational ClearQuest,

SafeSource, Snag-it, Trackwise, WinZip, Workforce Desktop 5.02,

Windows XP SP3

Paragon Computer Professionals - CTB/McGraw-Hill Operations Warehouse -

Indianapolis, Indiana

03/09 - 09/09 PC Support Specialist - (Contract Position)

Provide Level 2 and Level 3 help desk support via desk-side or

DameWare Mini Remote to

Operations Department and Warehouse clients

Troubleshoot and Resolve HandScoring and Reader-room workstations

Troubleshoot and Repair Warehouse Scanner - Breakdown log-in

workstations

Troubleshoot and Replace network cards and token ring cables

Troubleshoot and Replace hard drives on desktops and laptops

Troubleshoot and Resolve Wireless and VPN connectivity issues

Troubleshoot Dell desktop and laptop application issues

Install and Troubleshoot Dell dual monitor configuration

Place service calls with Dell Platinum Support on warranty

workstations

Create and Resolve BMC Remedy User helpdesk tickets

Troubleshoot and Resolve end-user MS Office and Outlook 2003 issues

Troubleshoot Network connectivity issues with printers and

workstations

Troubleshoot and Resolve Cisco Router network connectivity issues

Troubleshoot and Resolve application issues on Dell PowerEdge servers

Monitor servers for application issues

PC Deployment / Ghost and Re-image of old and new workstations

Troubleshoot and Resolve Cisco Router network connectivity issues

Label and Install network cables to Systmax Patchmax and Cisco

Catalyst 6512

Installation of Dell PowerEdge servers and install Windows 2003 Server

Configure Servers with DNS and IP addresses

Troubleshoot and Resolve SMS Client 2003 issues

Troubleshoot and Resolve laptop docking station hardware and software

issues

Troubleshoot and Resolve Symantec Antivirus 10 defs update issues

Troubleshoot and Resolve Spam, Virus, Internet and Java application

issues

Create and Maintain documentation for application installations and

Server racks

Projects completed on scheduled deadline dates

Training: ITAM

Hardware: ALTUSCN Hideway LCD KVMP Switch, Cisco Catalyst 6512, Dell

GX260, GX270, GX280 GX620, GX745, Latitude D630, D610, PowerEdge, HP,

Konica Minolta Bizhub C300 and KYOCERA

Software: Adobe Reader 8-9, Adobe Professional 6-7-8, Camtasia Studio,

DameWare

Mini Remote Control 4, Flash player 9-10, IE 6-7, Microsoft Office

2003 and Outlook 2003,

Microsoft SQL Server 6.5, Microsoft Windows XP, NICE, Project and

Portfolio Management Center, SMS Client 2003, Roger Wilco, Symantec

Antivirus 10

IBM - Chicago, Illinois (Bank of America, ABN AMRO North America, Inc.)

03/01 - 12/08 Network/Security Admin

Create and Maintain network log-on accounts that are audit compliant

using AD for Window 2000/2003

Create and Maintain network log-on accounts that are audit compliant

for CA-Top Secret, MT and Mainframe

Create and Maintain ATM and Money Transfer log-on accounts

Project Lead Support: deployment of new applications into production

(including testing) environment

Team Leader for Rollout Projects: CIM/Mosaic, DigiOp, MFA/ MRA, Oracle

8.1.7, Rumba Office 2000, TSoft and WEB FOCUS 5.2

Create and Maintain documentation of testing results of new and old

application projects

Troubleshoot and Resolve network accounts and group assignment

problems

Assist business units with in-house and remote office deployment of

new applications

Work with technology teams, and support teams for new application

projects and rollouts

Work with application vendors to resolve data model or database issues

with various applications

Assist with End-User training on new production applications

Projects completed on time and meet all site deadlines

Troubleshoot/Assist Database server team with SQL and Oracle issues

Troubleshoot/Resolve Java SDK application issues

Troubleshoot/Resolve network connectivity, application issues and

batch file problems

Application/End-User Support for Moody's Financial Analyst (200

clients), CIM/Mosaic (35 clients),

Oracle 8/9i and WEBFOCUS 5.2

Troubleshoot/Resolve Internet and Java application issues

Prepare Problem and Change Management documentation

Investigate and Resolve PC Asset Management problems

Setup and provide Disaster Recovery monthly testing of applications

for Home office and DR Site

Troubleshoot/Resolve Windows NT, XP and 2000 Operating System issues

Troubleshoot/Resolve Microsoft Windows Update issues on desktops and

laptops

Create ghost images and re-image client's old and new workstations

Troubleshoot/Resolve TCP/IP, Ethernet, Router and Gateway issues

Create software packages for new applications using SMS, Windows

Installer and batch files

Training: MS Outlook 2000, Lean Six Sigma, USER ID Management and XML

101

Hardware workstations: Compaq, Dell HP, IBM, Ricoh and Xerox

Software: Adobe / Acrobat, Ariba, Bloomberg, Business Objects 5.0-6.5,

CA-Top Secret (Etrust), Citrix MetaFrame, DataWare, Deltaview, DigiOP,

Exceed 6, Essbase 6-7, FinJan, IMAC, iSecureTransport, Java 1.3 /1.6,

Kronos, Lotus Notes, Market Manager, MetroSearch, Money Transfer,

Microsoft Office 97- 2000-2003, Novell, Oracle 8-9i, Peregrine,

ReconPlus, Rumba Office, Sybase, SMS, SQN, SQL, Tivoli, TSoft, VPN &

Nortel, WEB FOCUS, Winzip, Windows NT, Windows 95/98, Windows XP, and

Windows 2000

SAIC - Naperville, Illinois - BP Amoco Project - Whiting Refinery,

Naperville, IL

10/00 - 01/01 Application Technical Support Specialist - (Contract

Position)

BP Rollout Project of Windows 2000 - Whiting Refinery, Naperville, IL

Perform Norton Ghost Image of Windows 2000 on Compaq, IBM desktops and

laptops

Setup/Install new PC's for 2000 users at customer site and Provide

Windows 2000 support

Configure/Add PC's to the domain and setup user as Administrators

Configure SMS and Verify SMS Working

Set-up Thin Clients, 5-Port Ethernet Hub and make LAN cables

Retrieve user mail files from MS Exchange

Setup profiles, PST, PAB and export SC2 file for Microsoft Outlook

2000 and Schedule +7.0

Synchronize Palm Pilots with Microsoft Outlook 2000 and Schedule +7.0

Back-up users Lotus Notes R4 Ini, Pwl file and Configure Lotus Notes

R5

Back-up / Restore user data using Snagger application

Setup BP Amoco Applications ex. Business Objects, Office 2000,

PAWSLINK, SAPS and Visio

Setup IP address and check all host connections for applications

Configure Remote Access Manager, Printer settings, Power options and

IE proxy settings

Install memory, networks cards on laptops and desktops

TEK Systems - Chicago, Illinois - BlueCross/BlueShield Associates

06/00 - 8/00 Technical Analyst - (Contact Position)

Provide End-User support of NetWare, Windows 95/NT workstations &

server login/remote dial-up connectivity issues

Reset users passwords and adding groups

Perform Ghost Images and Set-up new workstations to LAN

Troubleshoot-Replace network cards, token ring cables and hard drives

on laptops, desktops and servers

Perform moves and new installs of Windows NT and Outlook 97/98

Projects: Blackberry Server Build, MS Exchange and VisaPC

Software: Clarify, Lotus Notes 4.5, Magic, Microsoft Outlook 97/98,

NetWare 4.1 and Windows 95/NT

Hardware: Compaq, IBM, HP

CNA Insurance - Chicago, Illinois

2/97 - 04/00 Technical Analyst for Network Team

Provide Level 1 and Level 2 Help Desk support to large and complex

user base 10,000+ CNA LAN/WAN

Technical support for Lotus Notes, NetWare 3.1/4.1 and Windows NT

Technical support AS400, OS/2 and Unix Servers

Performed System Administrator and NT duties with rotation of pager

and phone 24/7 support

Troubleshoot-Replace network cards, token ring cables, hard drives,

modems and also worked on printers

Provide support for Remote Dial-in and Connectivity Issues (servers

and workstations)

Troubleshoot Router and Gateway Issues, Resolve TCP/IP and Ethernet

Issues

Performed Password Resets on NT Domain

Use of SMS & Citrix to Shadow Users

Reset Mainframe/Application passwords ex. D&B, Grip-Time Capture

System, Reachout, Internet, UWS

Software: Act, ccMail, D&B, DPUmbrella, Grip/PeopleSoft, Lotus Notes,

MS Outlook/Exchange, Pledge &Property Package and Workers Comp,

Netscape, Office 95/97,

OS/2-Warp, Reachout, RightFax, Rumba NT and Windows 3.1/ 95/ NT

Traveled Out of State for Remote Office projects

Support Tools: CONFIGED, GREP, JETADMIN, NWADMIN, NETVIEW, PING,

RCONSOLE, SLIST and TELNET

INDUSTRY TRAINING

Training: Cliqbook Travel Management, Compaq Diagnostics,

Customer Satisfaction, DLT Tape Drive,

DPUmbrella, Grip-PeopleSoft, Implementing Active Directory Users

and Groups, Lotus Notes 4.5/6.5,

Novell 3.1 Administrator, Novell 3.1 Advanced Administrator, Novell 4.1

Administrator, Peregrine,

Rumba Office 2000 and Windows 2000 and Windows 2000 Server

Hardware Computer Certifications: Compaq, NEC, IBM and Toshiba

Printer Certifications: Hewlett Packard, KYOCERA, OKIDATA printers

Self Taught Education: Creating Web Pages with HTML, Excel 2000,

Access 2000, Windows 2000, Windows Vista and Office 2007

Preparing for A+ Certification

EDUCATION

Ivy Tech Community College - Pursuing Automotive Technology Degree

Member of Phi Theta Kappa - International Honor Society - Former Vice

President

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