818-***-****

ac3jsg@r.postjobfree.com

TERRIE NETTLES, MCP, A+, NETWORK+, MOS

IT professional with 15+ years’ experience working on Help Desk/Service Desk and Help Desk/Desktop Support. Enjoys a fast paced environment, one that is progressive with mutual respect and support among all. Strive for total quality, believes in being a team player, using the team approach to accomplish goals and develop strategic plans, detail-oriented, self-starter that has the ability to work independently and a belief that excellent

customer service is a priority. Always willing and interested in learning new skills.

SKILLS SUMMARY

Desktop Support:

• Desktop Troubleshooting

• Software Installation

• Desktop Configuration

• PC Repair/Refurbishment

Software Applications:

• Windows 9.x-Windows 10

• MS Office 97-2016 (O365)

• Outlook 97-2016 (O365) (with NK2 file)

• Exchange Account Setup

• Microsoft Lync & Skype/Lync Server

• Microsoft Server 2003

• Lotus Notes 4.x-7.0

• Adobe Acrobat Professional

• Remedy

• Footprints

• Service Desk

• ServiceNow

• GroupWise

• Active Directory

• Bitlocker

• RSA SecurID and PKI, Duo

• Quest Software ActiveRoles (ARS)

• Remote Assistance & Remote

• Atelier Web Remote Commander

• Dameware

• Netop

• LogMeIn Remote Software

• AntiVirus & Spyware Utilities

• Cisco Call Center

• Cisco AnyConnect VPN

• GlobalProtect Palo Alto VPN

• Norton Ghost

• NGOS Load (Imaging Software)

• Acronis Imaging Software

• Altiris

• Citrix Client

• Microsoft SharePoint

• eRoom

• Safend

• Saba Learning Net

• Mobile Iron

• Android Phones/iPhones

• Windows Mobile Device Center

• Microsoft ActiveSync

• Property Solutions (Entrata)

• Nexus

• Yardi

• Parallels (2X)

• Palm Software 4.x

• Dreamweaver

• Fireworks

• Photoshop

• Paint Shop Pro

• Deep Freeze

• FTP Software

• Winzip

• Knozall File Management

• Microvault Encryption

• PEMS (inventory system)

• SPRINT (ordering system)

• Control XL (finance)

• Pinnacle Studio

• Ulead VideoStudio & DVD Workshop

EXPERIENCE

Ø 02/20 – 04/20 City of Hope

Service Desk

• Respond to Service Desk tickets via ticketing system and phone

• Install, configure and upgrade software for customers

• Respond to and resolve technical requests for users using Dameware

for printers, software and any computer/network issue

• Push software to users via Altiris

• Reset passwords as needed in Active Directory

• Cisco AnyConnect & Palo Alto Global Protect VPN Clients

• Citrix Support

• Duo Authentication

• Map printers and share drives

• Add users to Lync server for Skype

• Voicemail Resets

• Bitlocker

Environment: Windows 7-10, Microsoft Office 2016 (O365), Outlook, Active Directory, Skype and Microsoft Teams, Remedy, OneDrive, Duo Authentication, Citrix, Dameware, Cisco AnyConnect and Palo Alto GlobalProtect VPN, Internet Explorer 11, Chrome, Firefox, Symantec Antivirus, Skype and Microsoft Teams, PeopleSoft, iPhone/Android, Tablets, Surface Notebooks, Lenovo computers,

Bitlocker

Ø 02/18 – 09/19 DXC (Raytheon)

Help Desk Analyst

• Unlock user accounts and reset passwords as needed in Active Directory, SAP and other proprietary applications

• Setup, unlock, reset RSA SecurID and PKI tokens (Two Factor Authentication)

• Provide Bitlocker keys

• Triage tickets

• Provide mobile device support (iPhone, iPad) using Mobile Iron

• Supported Cisco AnyConnect VPN and Web VPN

• Unlock/reset passwords in Cisco and Avaya VOIP desk phones

• High volume call center

Environment: Windows 7-10, Microsoft Office 2016 (O365), Outlook, Active Directory, Skype, ServiceNow, Cisco AnyConnect VPN, Internet Explorer 11, Chrome, Windows Defender, Bitlocker

Ø 10/17 – 11/17 Energy Partners

Service Desk

• Unlock user accounts and reset passwords as needed in Active Directory,

• Network connectivity troubleshooting

• Provide remote support for printers, hardware and software remotely

• Update and configure virus and spyware removal software

• Provide mobile device support (iPhone, Android)

• Supported Cisco VPN

• Install applications

• High volume call center

Environment: Windows 7-10, Microsoft Office 2016 (O365), Outlook, Active Directory, Dameware, Remedy, Internet Explorer 11, Chrome, Windows Defender, Bitlocker

Ø 05/17 – 07/17

Help Desk Dallas Area Rapid Transit (DART)

• Provide technical support on call center using remote assistance software for printers, hardware and software

• Install, configure, upgrade and test software for customers

• Respond to and resolve technical requests from users using Atelier Web Remote Commander, Remote Assistance or Remote Desktop for printers, software and any computer/network issue

• Update and configure virus and spyware removal software, monitor request calls for potential patterns and issues and recommend action

• User accounts and reset passwords as needed in Active Directory and other application products

• OneDrive for Business, setup OneDrive and verify syncing,

troubleshoot issues with OneDrive

• Map printers and share drives Environment

• Help customers with password recovery

• Respond to Service Desk tickets via ticketing system and phone

• Reset connections in Parallels 2X (Trapeze and Spear)

• Voicemail Resets

• High volume call center

Environment: Windows 7-10, Microsoft Office 2016 (O365), Outlook, Active Directory, OneDrive, Atelier Web Remote Commander, Remote Assistance, Remote Desktop, Parallels 2X, ServiceNow, Internet Explorer 11, Chrome, Windows Defender, Tablets, Surface Notebooks, HP ProDesk, Bitlocker

Ø 02/17 – 04/17 CPG/Transcanada Corporation

Hyper-Care Service Desk for Windows 7 to 10 Migration and OneDrive

• Respond to Service Desk tickets via email, phone, and Skype

• Setup OneDrive and verify syncing, troubleshoot issues with OneDrive

• Create RSA software tokens for users

• Troubleshoot RSA client software issues

• Install, configure and troubleshoot SAP Agentry Client/Work Manager

• Respond to and resolve technical requests from users using Skype, Remote Assistance or Remote Desktop for printers, software and any computer/network issue

• Install applications

• Editing registry

• Troubleshooting VPN

• Unlock user accounts and reset passwords as needed in Active Directory

• Map printers and share drives

Environment: Windows 7-10, Microsoft Office 2016 (O365), Outlook, Active Directory, SAP Agentry Client/Work Manager, OneDrive, RSA tokens, VPN, Lync/Skype for Business, Remedy, Internet Explorer 11

Ø 04/04 – 02/16 Bloomfield Animal Hospital

IT Technical Support and Consultant (Only as needed)

• Consultant

• Desktop Maintenance - Responsibilities include

o Install and configure operating system and applications

o Hardware Upgrades

o Imaging/re-imaging desktops and laptops using Norton Ghost

o Troubleshooting laptops and desktops, transferring data

o Virus and spyware removal

o Editing registry

• Network Maintenance

o Set Permissions and shares

o Setup virus and spyware system for network

o Setup print server

• Website consultant, updates and maintenance

Environment: Windows 2000-Windows XP, 7-8, Microsoft Office 2000-2003, Active Directory, DYMO Label Printer and print server, Firefox, Internet Explorer, Dell computers and printers

Ø 09/15 – 01/16 CIM Group

Sr. Service Desk Analyst

• Respond to Service Desk tickets via email, phone, and in person

• Respond to and resolve technical requests from users using remote

assistance software for printers, hardware and software

• Participate in software installation and upgrades

• Assist users with copying/moving files in Sharepoint

• Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory & Exchange

• Provide mobile device support (iPhone, Android)

• Supported Cisco AnyConnect and Palo Alto GlobalProtect VPN

• Supported and helped users with browser and login issues with Nexus and Yardi

• Gained approvals for share drive access, Nexus and Yardi

• Created accounts in Property Solutions (Entrata)

• Setup/Install SalesForce

• Training to end users on hardware/software applications

• Update and configure virus and spyware removal software, monitor request calls for potential patterns and issues and recommend action

• IP Phone support/setup

Environment: Windows 7 and 8, Microsoft Office 2013-365, Outlook, Active Directory, Exchange, Microsoft Server 2003, ServiceNow, Symantec Endpoint Protection, Cisco AnyConnect and Palo Alto GlobalProtect VPN, LogMeIn Remote Tools, Remote Desktop (RDP), Cisco Unified Call Manager, Cisco Unity, Property Solutions (Entrata), Nexus, Yardi, SalesForce, Adobe Acrobat, Microsoft SharePoint, Microsoft Skype, Internet Explorer 9-11, Chrome,

Firefox, Lenova computers, Bitlocker

Ø 06/15 – 06/15 Lifecare Solutions

Help Desk/Desktop Support

• Provide technical support on call center using remote assistance software for printers, hardware and software

• Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory

• Troubleshoot and provide technical support for Microsoft Office Products

• Troubleshoot and analyze user problems related to desktop, applications/network issues with laptops and desktops

• Update and configure virus and spyware removal software

Environment: Windows Vista & 7, Outlook, Microsoft Office 2003, Microsoft Server 2003, Service Desk, Symantec Antivirus, Remote Desktop, Internet Explorer, Chrome, Bitlocker

Ø 07/11 – 07/13 Los Angeles County Public Health

Department

IT Technical Support Analyst (Service Desk)

Provide Service Desk technical support for over 4,000 Public Health employees using established procedures

• Provide technical support on call center using remote assistance software for printers, hardware and software

• Small Projects

• Install, configure, upgrade and test software for customers

• Update and configure virus and spyware removal software, monitor request calls for potential patterns and issues and recommend action

• Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory, GroupWise email and other application products

• Provide consultation and quotes for recommended hardware and software

• Provide consultation, troubleshoot and technical support for Microsoft Office Products

• Participate in software installation and upgrade project using SCCM for deployment

• Provided technical support and testing during the implementation project for Public Health migration to Outlook 2010/Exchange.

Environment: Windows XP, Vista, 7 and 8, Microsoft Office 2003-2013, GroupWise Email, Outlook 2010, Active Directory, Console One for managing accounts in GroupWise, Footprints, Cisco Call Center, Quest Software ActiveRoles (ARS), Microsoft SharePoint, Adobe Acrobat 9-11, Winzip, Saba Learning Net, Safend, Internet Explorer 8, Dell computers

Ø 04/10 – 09/10 ExxonMobil (Rankin Road)

Data Support Specialist

• Assisted with the planning and execution of Test Data for Global Windows 7 rollout project.

• Assisted Test Manager/Test Lead starting from the planning stages of the project

• Created and manipulated data to track, research & verify locations of software, verification of media quality

• Researched, uploaded and logged thousands of drivers as a support function of the Global Project

• Prepared & tested required data

Environment: Windows XP Pro, Microsoft Office 2003, Lotus Notes, Internet Explorer 8

Ø 07/09 – 02/10 ExxonMobil (3 Greenway Plaza)

Desktop Support Analyst

Provide a full range of technical support for customers including the following:

• Install, configure, troubleshoot and test operating system and all software

• Hardware installation, repair and upgrades

• Troubleshooting and analyze user problems related to desktop, applications/network issues with laptops and desktops and taking steps to resolve these issues

• Instruct users on Microsoft Office Suite as needed

• Configures software distribution for imaging/re-imaging desktops and laptops using Altiris and SMS

• Move computers and peripherals

• Prepare computers for deployment to new users or replacements

• IP Phone support/setup

• Inventory and Asset Management

Environment: Windows XP, Lotus Notes, Microsoft Office 2003, Remedy (PMTS), Altiris, SMS, Citrix Client, Symantec Antivirus, IP Phones, Internet Explorer and Dell computers

Ø 12/08 – 01/09 Discover

Desktop Migration and Desktop Support

• Backup data on old computers

• Transfer/validate data on new computers

• Imaging/re-imaging desktops and laptops

• Install and configure applications

• Map users drives and printers

Environment: Windows XP, Microsoft Office 2003, Lotus Notes 6.5-7.0, Guardian Edge, Symantec Antivirus, Internet Explorer, Lenova computers

Ø 09/07 – 10/08 Northrop Grumman (Redondo Beach)

Desktop Support Analyst

• Break/fix

• Prepare computers for deployment to new users or replacements

• Install and configure operating system and applications, map printers

• Hardware replacement and upgrades

• Imaging/re-imaging desktops and laptops

• Troubleshooting hardware/software issues with laptops and desktops

• Data transfer

• Virus and spyware removal

• Editing registry

• Tested and setup wireless for users to enable working remotely, Cisco VPN

• Configure Microsoft Outlook to use LDAP

• Add, edit and delete computers from domain in Active Directory

Environment: Windows 2000-XP, Microsoft Office 2003, Remedy, Altiris, PC Guardian, Acrobat 7, Symantec Antivirus, eRoom, NGOS Load (Imaging Software), Winzip, DYMO Label Printer, Internet Explorer and Mozilla Firefox, Thin Client, Dell & HP computers

Ø 01/02 – 09/07 Freelance

Webmaster, Desktop Support, DVD Authoring

Creation and support of several projects including websites, DVD authoring and repair/refurbishment of PCs for a variety of clients.

• Created and managed websites primarily for individuals and some non-profit work

o Website development and maintenance for:

* Cub Scout Pack 81 (No longer active)

* BSA Troop 75

• Build, repair and refurbish computers

• Commercial Off the Shelf

• Computer maintenance

o Install and configure operating system and applications

o Created images/re-imaged computers using Norton Ghost

o Virus and spyware removal

o Editing registry

• Setup/configure Palm and Pocket PC

• Set up small home networks

• Scanning/digital camera

• Convert VHS video to DVD for individuals and non-profit groups

Environment: Windows 9.x-Vista, MS Office 97-2007, Norton Ghost 2002-12, Outlook Express and Windows Mail, Dreamweaver & Fireworks 4.0-MX 8, Acrobat Distiller 5.0-7.0, AntiVirus and Spyware Utilities, FTP Software, Winzip, Palm Software 4.x, Microsoft ActiveSync for Pocket PC, Windows Mobile Device Center, Photoshop 5.5-7.0, Paint Shop Pro 6.0, Pinnacle Studio 9.4-10.6,

Adobe Premiere Elements, Ulead VideoStudio 7.0-8.0, Ulead DVD Workshop 2, Ulead Movie Factory 3.0, Netscape, Internet Explorer and Mozilla Firefox, Dell, HP and clone computers

Ø 12/99 – 01/02 Boeing Satellite Systems (Formerly Hughes Space & Communications)

IT Liaison, Resource Manager, Webmaster, Desktop Support, Project Manager

Supported various organizations. Responsible for day-to-day needs of the customer, represents customers to IS community and created websites for the Intranet. Responsible for managing several projects including Crimp Tool Management Project and 5S Offices Website. Gained knowledge and experience in several areas, including but not limited to:

• Manage/create several websites

• Primary interface to customer/user

• Palm Organizer set-up & maintenance

• Asset management

o Imaging desktops/laptops, installation of new applications, troubleshooting laptops/desktops, data transfer

• Submit requests for hardware, software, or access to shared data

• Technical liaison between users & IT making decisions based upon user needs and network infrastructure capabilities

o Troubleshoot remote access users & VPN

o Troubleshoot printing problems & applications

o Supported multiple departments: Program Management, Supply Chain Management, and Manufacturing

o Supported remote users both domestic & international

• Server File Management using Knozall

• Created user accounts & set permissions in Windows NT for Foreign National's

• Scanning/digital camera

Environment: Windows NT, Windows 95-98, Office 97, Lotus Notes, Norton Ghost, Palm Software 4.0, Dreamweaver & Fireworks 4.0, Acrobat Distiller 5.0, Photoshop 5.5-6.0, FTP Software, Winzip, PEMS (inventory system), SPRINT (ordering system), Control XL (finance), Microvault Encryption, Knozall File Management, Netscape and Internet Explorer, Compaq computers

EDUCATION:

• University of Houston-Downtown, Bachelor of Science in General Studies - Medical Sciences and Music

• University of Texas Health Science Center & Houston Community College, Certificate in Respiratory Therapy

• University of Texas Health Science Center, Certificate in Histotechnology

• Alvin Community College, Music

CERTIFICATIONS:

• Microsoft Certified Professional (MCP)

• CompTIA A+

• CompTIA Network+

• Microsoft Office Specialist: Expert

• Certified Pulmonary Function Technician, AARC

• Certified Respiratory Therapy Technician, AARC

• Certified Histologic Technician, ASCP

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