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IT Systems Engineer Support

United States
February 22, 2018

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Sharrise P. Pierce

Home: 518-***-**** **** Avenue A

iPhone: 516-***-**** Schenectady, New York 12308-1907

IT Systems Support Engineer – Frontline Support of major IT Systems who grasps challenges and contributes to the achievement of organizational goals and objectives. A strong work ethic that’s extremely attentive to detail with a creative ability and excellent communication skills. Pursuing a government IT contract where I can contribute my technical skills and advance with ever changing technologies.


Eighteen years as an Information Technology Professional to include:

Public Trust Clearance Obtained ~ Expired July 2017

Advanced understanding of Computer Hardware & Software, including troubleshooting and repair skills.

Obtained 16 Dell Certifications ~ Dell Certified Systems Expert (DSCE) ~ Hardware & SW repairs.

Strong Communication Skills, Attention to detail and Problem solving

Successfully completed multiple projects to include migration/deployments after hours for several top clients such as Cablevision, HP, JPMorgan Chase, Windows Server Platforms & now with Fujitsu Field Solutions.

Experienced working in high-pressure professional services organizations like the financial and legal industries, requiring attention to detail & sensitivity to confidential and proprietary information.

Ability to lift and move computers, printers, and up to 2 IU servers in Datacenter racks.


Performed technical upgrades for Fujitsu/Field Solutions which includes Windows 7 and some Win 10 upgrades.

Microsoft Windows Administration = Windows 7, 8, 10 AS/400s, some MAC experience

Understanding of TCP/IP networking, architecture and core technologies (DNS, LDAP, NFS, FTP, etc.)

Ten years’ experience in retail POS equipment, NCR, TPK, IBM, etc.

Citrix & Mainframe sessions, IBM Systems

MS Offic365, Adobe Acrobat XI, DOCSOPEN, Novell, GroupWise, Lotus Notes

Mobile Server set-up & support, ITSM, CloneZilla.

Remote Software used = SCCM, Novell ConsoleOne, CMC, MS Netmeeting, ALTIRIS, PC Anywhere, Timbuktu, SMS

Remedy, Magic, Heat and ServiceNow Ticket Tracking Systems, some Web-based.

Can Build and Repair Desktop workstations and Laptops and Server


I.T. Systems Engineer ~ Self-Employment

June 2007 ~ Current

Fujitsu / Field Solutions, Field Nation, Work Market, Smart Source, AppleOne – DMV area.

Primarily work as an independent contractor engineer and occasionally serve as the lead engineer on multiple site projects, supervising 3-5 other technicians. Utilizing an IT Service Management system for documenting and managing incident and service requests.

Responsibilities include rack & stack of all networking systems, some configuring Enterprise\MS Outlook 365, migrating user data w/Symantec Ghost, installing Citrix & configuring users VPN. Replace all hardware like, MBs, (sister boards too) LCDs, HDD raid batteries. Coordinates timely, installation of disk images to workstations and configures individual workstations to the specifications required to ensure optimal performance. Perform testing on new and existing products and services as assigned. Provide feedback and recommendations based on analysis. Installation, repair, and replacement of racked/shelved servers, all networking equipment, new workstations, thin clients and their peripherals. Lead Projects of deployments from Win 7 to 10 & use of CloneZilla as well.

Also work on POS (Point-of-Sale) retail equipment, providing service to many different fortune 500 retail stores.

Desktop Client Services Engineer Consultant

August 2017 ~ January 2018


Provide troubleshooting, problem solving and on-site technical support for all levels of users

Provide technical support for all hardware/software computer deployments and related issues

Analyze, test, implement and support the roll-outs of new client equipment such as PCs, laptops, and tablets

Analyze, troubleshoot, and support all aspects of the client infrastructure, including PC hardware, software installs, and networking

Provide client level support for all IT deployments and projects

SCCM, PGP, Bitlocker, CrashPlan PROe, Outlook 2010, SOPs, AD, Apple iPhones, Airwatch, Telecom/Putty-Avaya/Polycom

Sharrise P. Pierce

Seasonal Datacenter Operations Tech II

September 2016 ~ January 2017

AMAZON ~ AWS Cloud Services {Aditi Staffing Consultant} – Manassas, Virginia

I work with an overnight team of which supports the highly available, scalable, fast, and efficient platform services upon which, the world’s largest online retailer’s website, and many other online properties provides to all sorts of customers globally.

Data Center environment Break fix & Configuration (racking & stacking gear, cable management, hot & cold aisle containment).

Troubleshoot and solve most complex infrastructure issues using various tools: DCODIAG, PuTTYgen, NetEng, Sec & Prod Bastion, etc.

Create and maintain documentation on technologies supported and to convey SOPs to junior staff. ITSM

Assist Build Team as well when new deployment racks are delivered for installations.

I.T. Systems Support Engineer

July 2015 ~ May 2016

ASM RESEARCH ~ An Accenture Federal Services Company – Fairfax, Virginia and Washington D.C.

Apex Systems temp to perm consultant and was converted to permanent employee.

Provide network infrastructure, Windows & Linux Systems Support. ITSM

Continuously remediate security deficiencies on customer’s network infrastructure as identified in the customer NSOC’s Nessus scans.

Using Splunk, resolved & test Server & Desktop vulnerability patching issues for each Month’s Microsoft Security Patch Change Orders.

Remediate & Test solutions implemented on specific vulnerabilities as directed by the Regional Director or Designee.

I.T. Systems Support Analyst ~ Tier III

March 2015 ~ July 2015


Worked with twenty different states, using Department of Education guidelines, in administering Performance tests to students grade 3-11.

Optimized the performance and security of various computer systems.

Performed experienced level information technology support activities in some combination of the following: Systems Administration, network Systems Administration, Applications Development, Business analysis and workstation end user support.

Researched. Developed. Implemented and Maintained web sites associated databases and end user interfaces.

Documented and analyzed complex school system processes, identified user technology needs and implemented automated systems to meet unit needs.

Level II – Network Administrator / Desktop Support

June 2007 ~ October 2007

SCREENVISION - New York City, Midtown Manhattan – Sapphire Technologies Full-Time Consultant

I provided Network administration duties, via Active Directory, creating new accounts, adding member groups, modifying/creating distribution lists, granting permissions rights, and changing network passwords plus all maintenance, administration and repair of Servers/Desktops/Printers/Networking peripherals etc.

My responsibilities included doing regular backups to eight different servers using VERITAS Backup Exec for Windows

Re-imaged laptops and desktops at least twice a week using enforced group policy initiated from a specially designed disc.

Provided all desktop duties as needed from software training in Outlook, pdf files, Microsoft applications like Word to troubleshooting hardware issues on all desktop computers and laptops as needed.

I.T. Help Desk Support Specialist -Level II

July 2005 ~ June 2007

NEW YORK CITY DEPT OF EDUCATION - Brooklyn, NY – TCML Full-Time Consultant

Provided 90% phone support to 1400+ public & charter schools, also 10% Desktop Support for their Regional/Central

• Desktop Support Regional/Central offices of all 5 Boroughs including the Tweed Building (Mayor’s Office)

• Magic incident/ticket system for call tracking and escalations.


2015 Northern Virginia Community College [NOVA] – Computer Science AAS

2013 Schenectady County Community College [SCCC] – Computer Networking Systems & Cybersecurity

2010 Savannah Technical College - CCNA classes

2007 New York City College of Technology, Brooklyn, NY – Microcomputers Business/Programming Systems

1988 Schomburg Satellite Academy High School Diploma~ Sciences ~ Bronx, New York


Professional References Available Upon Request.

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