Windows OS: vers., XP, 7, 8 & 10, Active Directory, MS Office Suites

Lisa Y. Williams

** ***** ******, *** * Parkville, MD 21234 Phone #’s: 410-***-****/410-***-****

Email: *.*.***********@*****.***

Proficiencies: Windows OS: vers., XP, 7, 8 & 10, Active Directory, Window Server 2003, Microsoft Office Suites 2010, VMWare View Client, KACE Ticketing System, Adobe Acrobat XI, Crystal Reports 10, Ericom Application Zone, Corel WinDVD, resultsplus! multi-user version 9.6, Citrix Program Neighborhood 7.1.

Knowledge:

Experience in Active Directory management and configuration.

Excellent oral and written communication skills and the ability to communicate effectively with others.

Five years of experience implementing, maintaining and controlling database management systems for multipurpose, multi-tasking computers.

Worked with Citrix server to troubleshoot database issues and monitor remote usage/performance.

Respond to requests for technical assistance from users experiencing problems with hardware, software, networking, and other computer-related issues for troubleshooting.

Demonstrate knowledge in the use of office productivity applications and office equipment, i.e., printers and toner cartridges, fax machines, desktops/laptops, etc.

The ability to anticipate and address data collection, publication and dissemination needs using fundraising software (resultsplus!/Alzheimer’s Association).

Maintain all systems, applications, security, and network configurations.

Provide technical support and guidance to users and assist with mentoring co-workers.

Monitor patch installs, daily backups, and automated system alerts.

Maintained and administer network server configurations and appropriate security measures.

Provide network support for a Dell Server infrastructure.

Experience with Microsoft Exchange migration.

Proficient knowledge of Microsoft Office Professional (version 2010): Access, Excel, Outlook, Powerpoint, Publisher and Word.

Career History:

11/2016-Present Independent Contracting Maryland

Freelance IT/Computer Support

Supporting community, neighbors and friends with computer software issues (i.e., upgrades, downloads, troubleshooting, maintenance, etc.).

Installing and troubleshooting of printers, scanners and copiers.

Troubleshooting WiFi routers.

01/2015-10/2016 MileOne Automotive Towson, MD

System Administrator

Create and process employee information for “New Hires and Terminated Employees” in Active Directory and 3rd Party Software application.

Answer calls to assist in troubleshooting computer issues using KACE Ticketing System. Troubleshooting issues could have included problems with MS Office (Word documents, Excel Spreadsheets, Outlook).

Manage employee accounts for 3rd Party software application (Reynolds & Reynolds).

Perform diagnostics, repairs, upgrades and ongoing support for PC’s.

11/2014-01/2015 State of MD - Dept. of Budget & Management (Temporary Position) Baltimore, MD

Open Enrollment Assistant

Open, date stamp and process daily mail.

Enter state employee information into database.

Process Open Enrollment Applications.

1993-2013 Alzheimer’s Association Timonium, MD

1995-2013 Information Manager

Solely responsible for managing and maintaining computer networking consoles both locally and remotely.

Managed cassette tape backups, security and user help systems.

Directed daily operations of department, analyzing workflow (using MS Project), establishing, priorities, developing standards and setting deadlines.

Provide daily IT support for 17 local office staff and 5 end-users using VM Ware View Client.

Worked on planning, integrating, and maintaining software and hardware for local and wide area networks to include operating systems software and network communications software.

Worked with Citrix server to troubleshoot database issues and monitor remote performance.

Respond to requests for technical assistance via 3rd Party application (“MRW Snap") ticketing system from users experiencing problems with hardware, software, networking, and other computer-related issues.

Manage chapter’s 2 databases both local and remotely. (3rd Party software “Respite Program” & resultsplus!)

Frequently resolved computer networking issues with little or no supervision.

Updates/upgrades of software on local workstations and servers as required.

Alzheimer’s Association Timonium, MD

1993-1995 Receptionist/Data Entry Processor

Answer phones.

Greet visitors.

Print labels using Crystal Reports software application.

Performed data entry for respite program keep an accurate account of all client hours.

Education: 1986-1987 Salisbury State University Salisbury, MD

1982-1986 Paul Laurence Dunbar High School Baltimore, MD

References Available Upon Request

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