REGINA ANN LEE

**** ***** ******* ****, **** A, Greenacres, FL 33463 561-***-****

ac2po6@r.postjobfree.com

https://www.linkedin.com/in/regina-lee-12396544

IT Deskside Support Technician, detail-forced within customer support, system support, upgrades, troubleshooting and effective training experience. Create and maintain Technical Process Flow documentation, to ensure consistency, to provide effective support and response. Able to work with multiple departments, to ensure policy effectiveness is reviewed and adhered to. Results oriented, dedicated, organized and self-directed team member, with a keen eye on the bottom line and strong relationship building and communication skills.

Technical Experience / Skills

Active Directory

o Dameware

Windows NT/XP/Vista/7/10

o Limited experience with Windows 8 and Mac

MS Exchange Client / Administration

Novell Administration

Remote Access

RDC

VPN

VMWare

RAS Token Security

TeamViewer

MS Office Suite(s), O365

TCP/IP – DNS - DHCP

MFD Configuration

Lotus Notes

• Technical Writer, process documentation

McAfee AV client/server

Help Desk Ticketing Systems:

o Service Now

o HP System Management

o Remedy

o IBM ISM

Education / Training

Computer Operations (1981) - Computer Processing Institute, Bridgeport, CT – Technical Diploma received

MCSE and CCNA courses (2003) - South Piedmont

Community College, Indian Trail, NC – independent courses

Microsoft Windows - Knowledge Now, Inc

Windows 2000 Administration/Troubleshooting - New Horizons

Novell 3.12 End User & Novell 3.12 Systems Administrator – Executrain

Novell 4.12 Systems Administrator – CompUSA

SUN 4.1.2, UNIX End User & SUN 4.1.2, UNIX System Administration - SUN Systems

Effective Communications- IOG

How to Handle Difficult People- IOG

Problem Solving Results (2009) - Central Piedmont Community College, Charlotte, NC

Self - Awareness (2010) - H.A.R.P.E., Charlotte, NC

Technical Writing Skills- IOG

Achieving Extraordinary Customer Relations- internal course FCC

Presentations Unplugged (2010) - H.A.R.P.E., Charlotte, NC

IBM Client Access for Windows/2000 - Jack Henry

Associates

MS Access 2000 - New Horizons

CEMEX, USA – Contract

Experis, FL – November 14, 2016 – September 25, 2017 Desktop Support Technician, Tier II

Provide local and remote support for Windows 7 environment, MSO Suite, Lotus Notes, corporate application installation and troubleshooting. Internet and Intranet support, including network and printer configuration and support. Internal transfer to the PC Depot Lead position. PC Depot Lead

Create a USA PC Refresh Process, to include Asset Management initiating process, to form distribution, verification, assigning new hardware, loading and shipping processes. Including multiple team members. Utilizing both Remedy and IBM ISM for managed ticketing systems. Delray Medical Center – Contract

Disys, FL – July 18, 2016 – October 28, 2016

Desktop Support Technician

Respond to site escalated helpdesk ticket, through Remedy Ticketing System. Troubleshoot and resolve reported issues. Image desktop systems, install required applications. Create team documentation for support processes. Work with Dell Support staff on-site as well as off-site for Tenet Health Care products and support.

Extended Stay America, Corporate – Contract

Hunter Hollis, Charlotte, NC – July 20, 2015 – January 15, 2016 IT Desktop Support Analyst

Create Standard Operating Procedures for Desktop Support team, to ensure consistent process flow of resolution for corporate and hospitality locations. Multi-tier support for corporate staff, including hardware and software installations, upgrades. As well as providing problem resolutions. Provide operational support to hotel property function, by providing tier 3 technical support to nationwide hotel properties. Receive, respond and coordinated action required for incoming escalation tickets from other teams. . LPL Financial – Contract

YOH Services, LLC, Charlotte, NC - September 10, 2014 – February 27, 2015 Migration Engineer

Ensure migrations documentation created, to ensure accurate and consistent results. Comply to all organizational needs, by confirmation of pre-audit completion. Upon completion of migration project, all engineer documentation was updated and released for the Tier 1/Tier 2 support teams. Exchange Administration Support throughout Advisor e-mail migration. Complete pre-migration validation; create exchange e-mail accounts, shared mailboxes, distribution lists and any required resources, such as, MFD printers and conference rooms. Including, adding Accepted Domains to REGINA ANN LEE

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6342 Seven Springs Blvd, Unit A, Greenacres, FL 33463 561-***-**** ac2po6@r.postjobfree.com

https://www.linkedin.com/in/regina-lee-12396544

Exchange. Apply appropriate updates to ProofPoint systems, including Inbound Mail Domains and User Maintenance. Complete migration process with concierge service, completing the migration to a successful mail flow. Schaeffler USA – Short Term Contract

Insight Global, Charlotte, NC –

September 2, 2014 - September 9, 2014

Windows 7 Deployment Team

Assist with receiving hardware, complete inventory and distribute Windows 7 desktops and network printers as required on manufacturing production line. Complete on-site network inventory and network access confirmation. Boy Scouts of America - Contract

Insight Global, Charlotte, NC – September 2013 – June 2014 Supply Support

Provide Tier 1, Tier 2 remote customer support to nationwide retail scout shops (POS), utilizing RDC/TeamViewer tools. As well as local support to the National Distribution Center. Support including, hardware, network connectivity, operational and procedural processes. Create service ticket utilizing, Magic, provide team support, until resolved. Assist end user with Mobility support, including iPhone, cellular connectivity and email account setup. Velocitor Solutions - Contract

MindSeeker, Charlotte, NC February 2013 – July 2013 Support Specialist

Provide Tier 1 customer support, for multiple business partners, utilizing purchased/leased Motorola, Intermec, hand held devices, printer support, in conjunction with applications support. Supporting Mobile Device Management (MDM, AirWatch access) Including cellular connection, service transfer, remote connectivity, data transmission, production reporting. Document service calls as received; provide updates, feedback for business FAQ/knowledge base.

Belk Corporation – Short Term Contract

Insight Global, Charlotte, NC August 2012 – November 2012 FlexWork Support

Create full training documentation, employee reference material and provide training and support for home computer to corporate network access. Assist with determining best method of access for each employee, completing the HR ‘Work from Home’ training program, utilizing VMWare and Cisco AnyConnect VPN. Ensure remote security measures were maintained, utilizing AD Group Policy, as well as RSA Token Security. Provide phone support and remote access, utilizing TeamViewer, to assist with completing installations and confirmed network access. Assist with standard operating procedures and workflow development process documentation. Project was over viewed by Belk HR Staff and Infrastructure team. FLEXTRONICS INTERNATIONAL

IT Support Analyst

North Las Vegas, NV February 2011 - February 2012

Promotion and transfer to new start up site, located in North Las Vegas, NV. Sole IT Support, received all office and manufacturing hardware, imaged and deployed to appropriate locations. Provided onsite technical support for multiple remote support teams, including; Server Administrator, Network Engineer, Telecom Support. Provide level 1 & 2 Desktop Support to Global/Regional/Local corporate staff and manufacturing operations. Complete all Service Now requests as received, pending priority. Escalate and coordinate with remote support teams when required. Coordinate efforts with remote Network team for fiber expansion through the manufacturing warehouse. Complete a wireless expansion to second warehouse, including installation of network hardware. Provide direction to network team for core switch and router configurations. Establish and maintain all network connectivity, including Cisco IP phones. Provide technical support to the facilities team. Assist with site IP security cameras. Develop network operations for backup and coordinate efforts with HR to remain within Corporate Compliance. Site coordinator for IT functions. Assist with cellular mobile devices for senior management, including ordering mobile device, setup and connectivity, transferring service, modifying account setup. Desktop Support Analyst

Charlotte, NC December 2009-February 2011

Desktop Support Analyst

Long Term Contract with Aerotek Services, Charlotte, NC December 2007-December 200*-****-****: Provided 7X24 critical onsite, Tier 2 technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems. Complete all assigned Service Now Tickets assigned, as well as create and maintain ownership of ticket until resolved. . Support wide range of distributed operating systems, but not limited to, 98, NT 4.0, Windows 2000, Windows XP/7. Including in- house developed applications as well as distributed applications, such as MS Office Suite, MS Access and configurations. Utilizing VNC, Dameware, VPN, NetMeeting. Coordinate hardware/software installation, moves and changes. Provided support for Active Directory and Windows 7 Migration projects. Assist telecom and network team with support and troubleshooting. Key results included:

o Recognized as a one of Aerotek’s most productive IT contractor, by receiving Employee of the Quarter. o Site Printer Project, which generated cost savings annually by reducing amount of supplies used. o Leading member in several site Small Group Activities (SGA’s) and Lean projects. o Project lead on the recycling and sell of out dated laptops to site employees, which generated revenue o Relocated to Las Vegas for new site startup functions, continued implementation and support o Created and provided migration documentation and punch out sheets used nationwide REGINA ANN LEE

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35 Canton Road, Lake Worth, FL 33467 561-***-**** ac2po6@r.postjobfree.com

https://www.linkedin.com/in/regina-lee-12396544

EARL DUDLEY ASSOCIATES, Charlotte, NC November 2006 – December 2007 Administrative Assistant

Assist with office administrative duties, file, phones, and billing. Maintain site inventory control system. Coordinate with corporate office for sales and deliveries. Assist with counter sales and advertising. Assist corporate with training remote administrators. Maintain documentation for sales and administrative records.

FIRST CHARTER BANK, Charlotte, NC January 1998 - November 2002 Senior Desktop Support Analyst

Network Administrator, in a Novell 4.12, GroupWise 5.2 environment. Migrated Novell environment to an Active Directory environment, as well as W2K desktop migration to Windows XP. AD Administration. Receive, process and coordinate user requests. Documented technical support processes and administrative procedures. Process purchase requests, maintain inventory of hardware/software licensing. Second level desktop support to MS Windows 95/98/2000 OS, MS Office Suite, associated department applications. Support Client Access emulation to an AS/400 Environment. Maintain support contracts for network hardware/software. Assist Network Engineering when requested. Key results included:

• Increased productivity and efficiencies by leading bi-weekly team meetings with project members to track project progress, review specific weekly objectives, and ensure action items were meeting deadlines.

• Coordinated multiple locations following business mergers. Installation of network hardware, desktop and MFD, configure and establish network connectivity. Assist with telecom team for phone/fax installation. Prior West Palm Beach work experience includes:

Palm Beach County Health Care District, West Palm Beach, FL 1992 – 1997 IT Support Technician

Network Support Technician, assist with hardware and software purchases, to assist with County startup program for trauma services Including training new hire staff. Install hardware and software to both corporate and remote locations, including pharmacy and clinical offices. Maintain backup processes. Create and maintain scheduling and off-site storage, as well as create and maintain Disaster Recovery process and procedures. South Florida Water Management District, West Palm Beach, FL 1986-1997 Computer Operator

UNIX Support Technician

Started with SFWMD as a Computer Operator, maintaining production schedule. Assist with documentation control and creation of new processes. Operations within a Univac, DEC/VAX and HP UNIX environment. Promoted and transferred to a UNIX Support Technician position. Receive helpdesk tickets from corporate reported issues. Work directly with Operations Team, Help Desk team and UNIX Administrators. References available upon request

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