Management Support
Resume:
*** ******* ***** **** *** ***
Collierville, TN *8017
***********@*********.***
Rodriguez Powell Brown
Technical Business Professional Motivated recent graduate, that’s dedicated to growth and flexibility,
possessing strong analytical and reasoning skills. Resourceful ability to solve problems in strict
environments.
Primary Skills:
MS Office Suite, System Analysis and Design, Project Management, Visio, Visual Studio, SQL, XML, C+
+, VB.net, SDLC, E-Commerce, Content Management, Customer Relationship Management
Platforms
Mac OS, APPLE OS X, Tiger, Leopard, Windows NT, 2k, 2003, 2008 Server, XP, Pro, Windows Vista,
Windows 7, Linux (Ubuntu), AS400, IBM mainframe
Education
University of Memphis; BA in Business Dual Conc. in MIS and Technology Services Management; May
2012.
Southwest TN Community College; A.A.S in Business Technology Dec 2006
Professional Experience
State of Tennessee Department of Human Corrections
Information Resource Support Specialist 3 (April 2010 – Present)
Evaluate business processes, inventory management systems for recommendations.
Diagnosis system troubles, deploy, and test replacement systems.
Develops custom reports, forms and tracking tools for Offender management.
Interacts across agency and other departments to ensure system performance, and availability of
resources.
Accept Requests: requests for new equipment and Applications.
Documents service calls requests and outages to manage SLA.
Assists in the daily administration of computer systems, technology resources, network
resources, maintain local inventories.
Management of user accounts, rules, and facilitates access requests.
Supports users of GPS, portable networking, cellular. And other mobile devices.
Active role in building relationship with internal and external stakeholders of BOPP.
Analyzes and resolves problems submitted via helpdesk, email, and/or walkup.
Keep peers and end users informed about technology trends, significant problems, and
unexpected outages.
Johnson & Johnson Healthcare System (IBM / CDI, Inc)
Deskside Support (November 2008 – April 2010)
PC Hardware Diagnosis/Break/Fix/Imaging/Moves
Accept SRM Requests through Action Request System 7.0and ITSM suite 7.0 + web
based and desktop system.
Install hardware peripherals, software applications and systems
Imaging PCs and Laptops to be deployed to new Employees.
Supported Email Microsoft Outlook 2000/2003/2007 on the Exchange mail server, mobile
devices.
Support Network user with VPN access, security protocols, and token technology.
Assisted users with software and application requirements and support.
Provide 1 to 1 coaching of technical topics and mentoring to novice computer users.
Managed user accounts and email roles and permissions per SLA.
Implemented push/pull system installs and workstation setup and upgrades.
Repair and troubleshooting RF Gun, followed set guidelines for reconfiguring RF and
Wireless devices before returning equipment to service.
Documented and shared common problems and solutions with user groups via email,
support forums, and wikis.
Manage, administer and also troubleshoots users systems problems using remote
administration tools, IE, VMWare, Dameware remote.
FedEX Corp, Innovation (Nextech, Inc)
Network Administrator/HelpDesk Support (April 2008 – March 2009)
Gathered technical requirements for users, analyzed external systems and data sources
for integration.
Install hardware peripherals, software applications and system components.
Administration of Mac OS X, Window XP Professional, Server 2003 and Vista support
topics, for user groups. Managed media wiki and document hosting servers.
Accountable for Information system inventory management.
Documented and shared common problems and solutions with user groups via email,
support forums, and wikis.
Support user email issues related to Microsoft Outlook 2003/2007 and Entourage 2004/
2008 on the Exchange mail server.
Managed network accesses, security protocols, and VPN connections.
Developed helpdesk strategy with a ticketing system to track the support process using
free and low cost products.
Scheduled and conducted weekly training session sharing new technology with MAC and
PC users.
Provide 1 to 1 coaching of technical topics and mentoring to novice computer users, on
uses and integration with PC and Mac mobile devices
Conducted weekly training workshops to streamline usage of apple computers, increase
productivity, and increase efficiency in sharing calendars, email and other needed
resources.
Shelby County School District
School Technology Support (August 2007 – February 2008)
Analyzed hardware, system software and networking equipment at assigned schools,
recommended upgrades, made level 1 repairs onsite and escalated level 2 and level 3
repairs, also made minor adjustment to minimize downtime.
Demonstrated and assisted technology training sessions on Remote Desktop
Administration and Window XP support topics, for other school support groups.
Took responsibility and ownership to organize accurate, up-to-date IP and equipment
inventories for assigned schools.
Documented and shared common problems and solutions with user groups via email and
support forums.
Supported 250 LAN and wireless users, 40 wireless access points, with TCP/IP and
printing problems and server connection issues.
Supported Kerio Webmail, MS Entourage, and MS Outlook email issues for
administrators, staff at three schools (220 users). Supported other MS applications such
as Microsoft Word, Excel, and Adobe Acrobat.
Conducted 1 on 1 training sessions with teachers for application and browser usage.
Assisted other STSs with ideas and procedures to increase they’re efficiency.
Used knowledge on Operating systems to create, and adjust school specific OS images
(using Carbon Copy and Disk utilities for Macs).
Supported application users, diagnosed application faults, and directed clients on usage.
University of Tennessee Health Science Center
Senior Library Specialist (June 2005 – August 2007)
Supported Technology users at UT Health Sciences Library with Mac and PC application
problems, printing problems to minimize downtime. Performed level 1 support and
escalated level II support to appropriate groups.
Maintained and administered 60 Mac computers and 20 PC at the UT Library. Coordinated
routine maintenance, updates and upgrades.
Coordinated class scheduling and training workshops in the Multimedia Lab and Electronic
classroom, answered technical questions for staff via email or phone.
Assisted faculty members, lecturers, and professors with MS Office Adobe application
products for class presentations.
Took responsibility of the Digital Media Workshop, which is an area that houses scanners,
digital cameras, audio equipment and other material used in the authoring and production
of digital media content and web presentations after Coordinator retired.
Conducted frequent browser tests on IE, Firefox, and Netscape for application
performance optimization. Advise users on best browser for certain features.
Assisted students in locating and using audio and computer based material and
computers in the public areas of the library, identified, researched, resolved and
responded to issues or questions received from internal and external customers .
Provide photography and videographer services to include audio and video podcasting,
media cds, and DVDs.
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