Support Desktop

ANNETTE J. COMBS

Greensboro, NC ■ 336-***-**** ■ *********@*****.***

Senior IT Desktop Support Specialist

Accomplished IT Professional with 20+ years of IT experience. Specializing in Desktop Support. Managed PC lifecycle management program, including budgets, inventory control and logistical operations. Wide range of experience in end user computing support for clients at all levels. Strong writer providing consistency in corporate publications, change control and computer support documentation. Proficient Team Lead with talent for growing individuals. Experienced in using and maintaining computer platforms in a wide variety of hardware configurations.

Team Lead

Active Directory

Knowledge Management

Desktop Support

Trend Reporting/Analysis

Purchasing - ARIBA/SAP

Helpdesk

Technical Document Writing

Inventory Management

Ticket Queue Management

Project Management

PC Lifecycle Management

TECHNICAL SKILLS

OS – VMS, Unix (DG/UX, SCO Linux, AIX), DOS, All Windows OS's

Software – MS Office including Access and Project, Skype for Business, Lync, Outlook, Lotus Notes, One Note, JDEdwards, SAP, ESP aka Ariba, Adobe, Remedy, Service Desk Express, Active Directory, Ace Token Administration, Entrust PKI Encryption, Citrix XenApp, Blackberry Enterprise, Good for Mobile, AirWatch, NetOp, Carbon Copy for Remote Support, SCCM (reporting & remote control), RDP, VMWare Vsphere, Vitual Desktop Infrastructure, SharePoint

Hardware – Desktops, Laptops, HP & Toshiba Printers, Blackberry's, iPhones, iPad's, Surface Pro's

PROFESSIONAL EXPERIENCE

UNITED GUARANTY CORPORATION (Now ARCH MI), Greensboro, NC 2011 – Mar 2017

Support Services Team Lead

Led high performing team of 8 professionals responsible for supporting engineering solutions for ~1300+ user footprint, including Dell desktops and laptops, WYSE devices, Citrix virtual desktop support, audio/video/printing procurement and support, as well as mobile device management solutions support, including GOOD and AirwatchAnalyzed. Developed, guided and deployed new and changed capabilities for the IT organization. Worked with project teams to complete IT Infrastructure projects on time and in scope. Managed convergence of teleconferencing services between two companies.

•Provided leadership and guidance to team ensuring staff performed at highest level possible.

•Developed & implemented streamlined processes and procedures resulting in 70% reduction for daily average tickets

•Created document repository and supplied documentation to provide direction to support teams.

Sr. IS Support Specialist (Contracted with Diversant)

Provided 2nd level desktop support for internal clients in supporting hardware, software, Blackberry’s, by assisting with builds and documenting processes and procedures as needed.

ANNETTE COMBS – page 2

CREDIT SUISSE, RTP, NC (Contracted with Software Guidance & Assistance) 2010 – 2011

Support Specialist

Hired during a company restructuring to successfully transition all IT Support to a centralized Global Support Center. Provided worldwide IT support to ~25,000 internal clients within investment banking, private banking, shared services, IT organizations, and trade floors in New York and London.

•Assisted in creating and testing of Help Desk Process/UAT documentation

•Trained employees and new hires on applications for support by the new Global Support Center

•Served on special Business Continuity Plan Team to develop IT preparedness processes to support operations during emergencies and/or disasters

•Participated in the Incident Lifecycle Management process to facilitate timely incident resolutions within service level agreements

GLAXOSMITHKLINE, Durham, NC 1997 – 2011

Lifecycle Management Analyst

Analyzed data involving IT support tickets via custom written Remedy queries. Provided second level support to deskside personnel that addressed escalated issues and problems in department logistics. Wrote and published local instructions designed to eliminate inconsistencies and inaccuracies that were impeding coordination.

Team Lead Deskside Support and End-User Computer Specialist

(Contracted with New Boston Systems – February 1997 to May 1998)

Support specialist for Glaxo Cornwallis Campus. Provided second level support for team and established training modules and trained personnel.

CAPITAL DATA SYSTEMS, INC.,Raleigh, NC 1989 – 1997

Systems and Network Administrator

Managed Data General Aviions, DEC VAX 6320 and 4000 VLC, SCO Unix System, Linux Systems and Windows NT server supporting 15 PC's in a local area network environment. Maintained wide area network for 45 remote sites. Maintain company web page on internal machine. Assist Help Desk personnel with internal and external customer support. Report directly to General Manager.

EDUCATION AND PROFESSIONAL DEVELOPMENT

KOUTS HIGH SCHOOL

High School Diploma

Six Sigma Principals Training, Project Leader Training, Center for Creative Leadership class - Maximizing Leadership Potential, SAP, Global Women in Technology Member and Technical Committee Lead

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