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Customer Service Active Directory

Champaign, IL
$15 per hour and up
March 06, 2018

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Stacey P. Shoemaker

**** ****** ****

Champaign, IL. 61820



I started out with computers in the U.S. Navy. I became a Mainframe Operator after being honorably discharged and have gone on to hold various roles in IT. I have over 20 years’ experience and am looking for my next challenge in IT.


PC Tech\Help Desk

Parkland College, Champaign, IL

June 1st, 2015 to Nov. 17th 2017

Started in the Service Desk (Help Desk) answering calls, provided over the phone first level support, used

the eHelpDesk ticketing system, also provided first level Mac support.

Required knowledge of Windows operating system, MS Office products, basic knowledge of Mac OS, basic

knowledge of PC hardware, handled password resets

Moved up to Level 2 support after about 6 months

Respond to user requests for assistance or information, submitted via hotline, email and in person, while maintaining a high level of customer satisfaction.

Resolve technical problems and/or suggest solutions.

Carry out procedures involved in hardware/software implementation.

Document processes.

Communicate with faculty, staff, and students, as well as other technical support professionals in the department.

Work with other members of support team to assess processes and procedures, recommend improvements, and


Inventory computer hardware.

Technical Support Assistant II's are given more responsibility and may act as a stand-in for full-time staff on a t temporary as-needed basis, as well as mentor new part-time staff.


Dell Workstations ranging from Optiplex 740’s up to the newest line Optiplex 7040’s and every model in between,

and just about every model of Dell monitor, HP, Canon, and Epson desktop printers.

routinely broke down whole classrooms and replaced the old equipment with upgraded or new equipment,


Continued using eHelpDesk ticketing system, used McAfee EPO console to install anti-virus scanner, routinely

installed a wide range of software associated with faculty needs (to numerous to mention).

Frequently used Active Directory, Frequently created and updated asset inventory, frequently used disk imaging systems (SCCM)

Customer Service\Hardware\Network Tech.

IMEC Technologies, Inc

September 2010 – Feb, 2015 • Champaign, Illinois

Provided customer support for handheld computers, handled network and PC hardware issues, and helped maintain network infrastructure.

Skills: computer hardware, operating systems, network support, backups, other duties as assigned

Operating Systems: Server 2000Server 2003Server 2008Server 2012Server 2012 R2Windows 2000 Pro Windows XP, 7/8, and Windows Mobile 5/6/6.5

Subsystems: Microsoft DPM backup, VM Management Console, Hyper-V, DCHP, DNS, Active Directory, Security Group Policy

Hardware: Dell PowerEdge

Servers: R900/2950/2850/1850

Intermec/Motorola handheld computers

Network Hardware: Cisco Switches/Routers, Ethernet cabling, UPS systems, HP Disk Arrays

Languages: HTML, CSS, XML

Sales Associate

Sam's Club

February 2010 - September 2010 (7 months) • Champaign, Illinois

Stocked shelves, sales and customer service

Skills: Relationship building, upselling, stocking shelves

Technology Specialist

A Woman's Fund

August 2005 - November 2009 (4 years 3 months) • Urbana, Illinois

Active Directory Security Group Policy, Website admin., supervision (3rd party host)

In-house Phone system admin. E-mail system admin. (3rd Party, not Exchange) Dell Small Business Server Windows Server 2003 Windows XP Windows Server 2000 Windows 98 D-Link switches

SonicWall Fire wall appliance PC Hardware

Skills: computer hardware, operating systems, pc support, network support, network admin

MVS Mainframe Computer Operator

Carle Clinic Association PC

March 1996 - October 2002 (6 years 7 months) • Urbana, Illinois

Mainframe Operator IBM MVS/OS390

Skills: backups, batch jobs, report printing, helpdesk

Mainframe Operator

PersonalCare HMO

April 1990 - October 1996 (6 years 6 months) • Champaign, Illinois

Computer operator, HVS system (Honeywell version of MVS)

Skills: backups, batch jobs, report printing, helpdesk

Operations Specialist (e-5)

U.S. Navy

January 1986 - January 1990 (4 years ) • Alameda, CA. USS Carl Vinson CVN-70

operated a naval tactical data system

Skills: computer hardware, operating systems, radar operator, radio operator, IFF operator


Lincoln College

Some College Coursework Completed

English, History, Writing

1983 - 1984

Octavia High School

High School or equivalent


PC Hardware

Server Hardware

Hands-on experience with Cisco routers/switches ( testing, setup, maintenance )

Hands-on experience with Dell Servers R900’s, 2950’s, 2850’s, 1800’s (hardware and software)

Hands-on experience with HP Disk Array

Hardware pricing

Shipping and Receiving

Working with Vendors

Managing Equipment Storage

RAID arrays

MS Word

MS Outlook

MS Lync

MS Excel (but not spreadsheet expert)

MS Publisher

MS Access (but not a database expert)


Windows OS

Network Administration

Computer Hardware, Operating Systems, Radar/Radio Operator, IFF Operator

Backups, Batch Jobs, Report Printing, Help Desk

Computer Hardware, Operating Systems, PC Support, Network Support, Network Administration

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