Customer Service Software
Resume:
Felicia Nicole Sapp
San Antonio, TX 78229
************@*****.***
Summary of Qualifications
. 6+ years experience managing MS Windows Active Directory networks
. 12 years overall experience in computer networking
. Certifications: A+, Network+, Security+, MCTS, MCITP(Enterprise
Desktop Support), MCSA(Microsoft Certified Solutions Associate)
. Customer service, quality driven, dependable and easily adaptable.
. Ability to work both independently and with a cooperative team on
activities that may span multiple infrastructure components or
applications
Technical Skills
. Operating Systems Windows 2000/2003, XP, Vista, 7, Windows
Server 2003 and 2008 R2
. Protocols TCP/IP, DNS, DHCP, DNS, SMTP, POP, SSL,
802.11, OSPF, BGP, EIGRP
. Mail Systems Exchange 2007/2010, Linux/Sun, BlackBerry Enterprise,
Spam Filters
. Web Servers IIS, SSL, HTTPS, Streaming Media
. Hardware HP/Compaq, IBM, Intel, Gateway, Cisco,
3COM
. Wireless Sonic Wall TZW, Belkin, LinkSys, Microsoft and direct
configuration experience. Solid understanding of all the 802.11x
protocols and associated security algorithms
. Remote access VPN, Terminal Server (2003, 2008), Citrix
Professional Experience
. The Salt Group
Desktop Support Administrator Kerrville, TX June
2012 - January 2013
. Perform daily system monitoring, verifying the integrity and
availability of all hardware, server resources, systems and key
processes, reviewing system and application logs, and verifying
completion of scheduled jobs such as backups.
. Perform regular security monitoring to identify any possible
intrusions.
. Perform daily backup operations, ensuring all required file systems
and system data are successfully backed up to the appropriate media,
recovery tapes or disks are created, and media is recycled and sent
off site as necessary.
. Perform regular file archival and purge as necessary.
. Provide Tier III/other support per request from various
constituencies. Investigate and troubleshoot issues.
. Repair and recover from hardware or software failures. Coordinate and
communicate with impacted constituencies
. Install new / rebuild existing servers and configure hardware,
peripherals, services, settings, directories, storage, etc. in
accordance with standards and project/operational requirements.
. Create and manage accounts in Active Directory and Exchange 2010.
. Ensures accurate customer and call information is entered into the CRM
(Customer Relations Management) software.
. Documents accurate records of the customer problem and resolution into
the CRM software.
. Administers all local and remote server backups with Symantec Backup
Exec.
Environment: XP, Vista, Windows Server 2003 Enterprise/Standard,
Exchange 2010, Symantec, MS Office 2003/2007/2010
Omni Hotels and Resorts Jacksonville, FL June
2011-June 2012
. Help Desk Analyst
. Responsibilities included providing Level I and Level II IT PC
hardware/software/infrastructure and application support.
. Created Help Desk call request tickets and interfacing with Omni
Hotels organizations coordinating Level II and Level III support.
. Experienced in setting and meeting deadlines, planning and developing
methods for computerizing range of business tasks.
. Provided technical assistance via email and phone to internal and
external Omni Hotel users, customers and vendors with hardware and
software related issues.
. Accurately record and prioritize all IT support calls within an
incident management system and perform follow up actions with users on
all reported problems.
. Effectively escalated issues when necessary.
. As needed, undertake computer room operation duties
. Providing support of IT hardware, software and networks
. Troubleshooting, administration and support of Windows 2003 Server,
Exchange Server
. Managing the email system and ensuring the appropriate level of
antivirus protection.
. Directly responsible for troubleshooting and repairing iPhones,
Blackberry, Android, Active Sync and Nextel devices.
. Key Achievement: Directly responsible for reducing company overhead by
$300,000
. Environment: XP, Vista, Windows Server 2003 Enterprise/Standard,
Exchange 2007, Symantec, Trend Micro, MS Office 2003/2007.
East Central ISD San Antonio, TX September
2009-June 2011
. Computer Specialist II
. Install and perform repairs to hardware, software and peripheral
equipment, following design or installation specifications.
. Set up equipment for employees use, performing or ensuring proper
installation of cable, operating systems and appropriate software.
. Maintain record of daily data communication transactions, problems and
remedial action taken and installation activities.
. Refer major hardware or software problems or defective problems to
vendors or technicians to service.
. Inspect equipment and read order sheets to prepare for delivery to
users.
. Answer users' inquiries regarding computer software and hardware
operation to resolve problems.
. Assist and support the campus content management system.
. Intensive IT group document creation to include user use policies,
security policies, scope of support definitions, acceptable use
policies, remote access policies, and many others.
. Environment: XP, Vista, Windows Server 2003 Enterprise/Standard,
Exchange 2007, Symantec, MS Office 2003/2007
US Navy Jacksonville, FL October 1999-
October 2009
. Network Manager/Systems Administrator
. Developed, implemented, and ensured compliance with plans, policies,
standards, infrastructures, and architectures that establish the
framework for the management of all IT programs.
. Tested, installed, configured and maintained networks including
hardware (servers, hubs, bridges, switches, and routers) and software
that permit the sharing and transmission of information.
. Provided technical support to customers who need advice, assistance,
and training in applying hardware and software systems.
. Assisted in IT/VTC operational support services in direct support of
specialized IT resources and/or video teleconferencing systems.
. Expertly handled security audits and maintained the highest degree of
security compliance (DoD), as US Government websites and networks are
prime targets for intrusion world wide.
. Gave direction and leadership for helpdesk personnel.
. Key Achievement: Letter of Commendation for outstanding IT support
during Operation Enduring Freedom.
. Environment: Windows NT4.0/2000/2003, Exchange, 2007/2010, Windows
XP/Vista/7 Professional, VPN, Firewall, NT 4 to 2000/2003
EDUCATION
. High School Diploma: Cocoa High School Cocoa, FL- 1999 GPA 3.0
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