Support Manager
Resume:
Diane Carter
***********@*****.***
Work Experience
IBM Service Desk supporting State of New York government employees- Jan 2017-present
Supporting all government employees of the state of New York with IT issues. This includes but is not limited to supporting: RSA, VDI, Microsoft Office, Cisco telephony system, printers, hardware, password resets for numerous systems including mainframes, different systems to support the state troopers, prison facilities and Homeland Security. This job entails knowing how to search for and follow KB policies for the issues involved as well as strict adherence to security policies and procedures.
Security clearance- public trust.
Concentrix Turbo Tax support Dec 2015-March 2016
Working as tier 2 for issues of software and hardware support. Troubleshooting of proprietary software as well as computer issues for installation issues of users. Using Sales Force as ticketing software for Concentrix. I have access to SSN, credit card information as well as financial information on my clients…all of which is dealt with in an extremely secure manner.
Wellpoint-Anthem Blue Cross Sept 2005-Jun 2010
Supported large company with at least 40,000 employees
Duties included support of company specific programs health based programs, VOIP system, Windows 7, VPN, RSA, DNS, Active Directory, MS Office, work at home users, standard helpdesk issues like locked accounts, use of ticketing software, Salesforce, troubleshooting local computer issues, tracing internet connectivity issues. Worked closely with tier 3 if necessary to resolve issues. Wrote numerous procedures for the department. I was department liaison on international conference calls for software conversion project. I was the go to person for my department manager for issues that needed to be quickly taken care of quickly and correctly
AMF Bowling corporate office 2002-2005
Did helpdesk support and equipment configuration for AMF bowling centers for 3 years
Worked on POS support, satellite support, remoting to fix issues and in house software support, password support, ticketing of all issues and ran statistics on those tickets. Did hardware support, software installation, testing and configuration for all pc’s within the company. Worked on specific projects assigned by manager such as satellite communication issues, writing procedures for the department, troubleshooting issues which turned out to be the installation of the wrong memory chips during upgrades.
Multiple nursing jobs 1981-2000
Worked as charge nurse for ICU/CCU-4 years
Worked as nurse anesthetist for 15 years. This entailed the highest responsibility for a person’s life with an enormous attention to detail. Wrote hospital policies and training policies for OSHA compliance, did teaching for PAR and ICU in regards to care of my patients post-op
Education
Bachelor of Science in Nursing –University of Tennessee
Nurse anesthetist-Eastern Maine Medical Center
Masters of Science in Oriental Medicine- Southwest Acupuncture College
Certifications
3 MCP certifications
Certified Dell technician
CPR certified
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