SYLVESTER L. WOMACK

**** ****** **** **. ***. H• Mint Hill, NC • 28227

704-***-**** ac0awj@r.postjobfree.com

http://www.linkedin.com/pub/sylvester-womack/11a87/b1b

With a wide ranging experience at handling technical support functions, aspiring for a position of a Technical Support Specialist, leading to management, where I can utilize my knowledge and excellence in the field, to solve a variety of technical issues and prove my potential.

Summary of Technical Skills

Summary of Qualifications

Strong ability to understand and follow specific instructions and procedures.

Profound ability to resolve customer complaints and concerns.

Flexible and adaptable to changing technological environmental demands and requirements

Good communictation skills and excellent management abilities

Ability to analyze and solve critical technical issues in the most efficient way

Technical excellence in keyboarding, understanding work flows and quality and control management

Outstanding performance at handling Information Technology functions

Professional Experience

Collabera – Consultant at Bank of America, Charlotte NC December 2016 – Present

Technical Support Analyst

• Provides support after the solution goes live. Providing second level of support: problem management, incident management, root cause analysis, etc. to production systems and applications.

• Client interfacing desktop support, including not limited to server support, setting up various stations, printers, phones, internet access, various migrations and scripting (Unix, Linux, Perl, ksh, and SQL).

• Responding to all problem reports, monitor, evaluate, and report all network device performance issues, including but not limited to various networking, data Center, server operations, data warehousing, telecommunications, Security and database units.

• Resolving routine issues regarding operations, setups, error messages, on-line transactions, system status and downtime procedures of ATMs.

• Proactively monitoring and providing problem solving for all ATM outage conditions.

• Coordinate with internal/external telecommunications support, and applications support

Mecklenburg County, Charlotte, NC March 2013 – October 2016

Desktop Support Analyst

Information Technology support for all workstations residing within Mecklenburg County agencies, and affiliated agencies (Tax, Board of Elections, School Health, DSS)

Troubleshoot VDI, VPN, Desktop, laptop, and tablet issues

Troubleshoot remote connectivity issues with terminal servers, VPN and VMWare environments

• Coordinate and complete deployment of Computer Replacement Program

Customize and deploy corporate system images to desktops, laptops and tablets via SCCM

Assigned application and security access within Active Directory while interfacing with internal departments and outside vendors as a liaison during problem resolution

Responsible for structure, server configuration and troubleshooting desktop and laptop PC hardware

Create and managed new Active Directory and Office 365 end users between different platforms

Managed, planned and implemented multiple technology projects for specific Mecklenburg agencies and affiliated individuals locally

Provided network and systems administrator functions, while performing installs, upgrades, and maintained inventory for computer related equipment

CCCi - Consultant at Duke Energy, Charlotte, NC September 2010 - March 2013

Technical Support Specialist

Provide Technical Support via phone and chat to duke energy employees for hardware and software related issues.

Configure and troubleshoot remote access issues such as VPN, Virtual Desktop and Citrix access, such as third-party vendor RSA access to SharePoint sites..

Administer user access on Blackberry Exchange Server (BES) as well as troubleshoot any Blackberry Issues, such as create and administer seed files to corporate blackberries.

Perform Active Directory (AD) and Group Policy permissions across multiple domain controllers, such as extending shared IDs permissions.

Provide Single Point of Contact support for workstation hardware and software issues, such as reimaging workstations and printer configuration.

Provide outage support for network and application specific Environments.

Train new hire employees on best practices and procedures to handle helpdesk duties.

Dell Corporation, Charlotte, NC April 2005 – September 2010

Technical Support Specialist

Provide technical assistance via phone and e-mail to medical practices, mortgage corporations, software companies, and other small to mid size corporations.

Setup and configure Citrix Metaframe, Remote Desktop, and Virtual Private Network (VPN) sessions.

Setup new users on Blackberry Exchange Server and Goodlink as well as troubleshoot synchronization issue.

Install and configure Microsoft applications and operating systems such as, MS Outlook, Windows XP Professional, 2000, 2003 and Vista.

Assist with server operational maintenance and support functions such as server reboots, printer queue issues, and hardware connection problems.

Install, configure and troubleshoot video adapters, network interface cards (NICs), hard drives, printers, sound cards, memory and other hardware peripherals.

Perform Group Policy updates and administers user accounts using Active Directory.

Monitor assets for patch deployment and connection issues for Online Backup (OLB) retrieval.

Replicate client problems and ensure that the problem is resolved before releasing the system back to the client.

Troubleshoot physical networks from server to desktop configuration through but not limited to creating and/or modifying batch and ini files.

Manage user accounts from account admin to application permission support on Windows 2000 server, 2003 server, and Microsoft Exchange Server.

Self Employed, Charlotte, NC June 1998 - Present

Field Support Technician

Perform data migration of systems in a corporate environment, including backup/restore and reimaging machine.

Upgrade PCs to current models, including end of lease swap and failed hardware items such as RAM and hard drives.

Configure desktops based on customer preferences including user permissions, network access and email.

Serve as a consult for virus remediation and protection recommendation from future outbreaks.

US Airways, Charlotte, NC April 1993 -April 2005

Team Lead / Line Maintenance Utility

Provide maintenance on Boeing 737, 757, 767 and Airbus 319, 320 and 321 aircrafts

Track of flight scheduling and passenger overhead using Sabre and CICS

Manage personnel allotment to cover flight schedules and coverage of any pending schedule changes due to cancellations or weather.

Education & Certifications

University of North Carolina at Charlotte BA in Computer Science

TechSkills, Charlotte, NC

●A+ Certification

●Net+ Certification

●MCP Certification

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