Customer Service Active Directory
Resume:
Stacey P. Shoemaker
Champaign, IL. 61820
*******@*******.***
Summary
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.
Experience
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
implementation
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.
Equipment:
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,
Software:
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
Education
Lincoln College
Some College Coursework Completed
English, History, Writing
1983 - 1984
Octavia High School
High School or equivalent
Skills
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)
HTML
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
Contact this candidate