Active Directory Help Desk

Shannon Hoover ************@*****.***

**** ****** **** ** *******, Georgia 30047 404-***-**** cell

IT Help Desk Specialist

Patient, knowledgeable and highly productive help desk specialist with over 20 years in technical support and 17 years of training others in software usage. Proven to be a quick learner, able to pick up new technologies and enable non-technical users to function independently. See IT skills inventory at the end of the résumé. Core competencies include:

§Technical Support: Adept at resolving PC, MAC, modem, router, VPN and SOHO (small office / home office) issues. Highly skilled in calming stressed-out users down. Consistently ranked as the most productive among peers.

Professional Experience

April 2018 – Present Help Desk Specialist Alston & Bird, LLP Atlanta, Georgia

Alston & Bird LLP is an international global law firm with over 800 lawyers in 11 offices throughout the United States, Europe, and Asia. The firm provides a full range of legal services to domestic and international clients who conduct business worldwide.

§One of thirteen specialists who support 800+ attorneys and their supporting staff 24/7. Answering, responding and resolving IT issues from phone calls and e-mails – both software and hardware related. Averaging 30 interactions per day.

§Logging helpdesk tickets through Cherwell ticketing system; this involves creating, assigning and resolving helpdesk tickets.

§Handling a majority of Microsoft Office issues.

§Maintaining accounts and activating defender tokens in RSA.

§Working with issues in over 300 client and web based applications.

§Assisting users using NetOps, Bomgar and Webex.

June 2017 – March 2018 Help Desk Specialist Insight Global / Genuine Parts Company Norcross, Georgia

Genuine Parts Company is a service organization engaged in the distribution of: • Automotive Replacement Parts. • Industrial Replacement Parts. • Office Products. • Electrical/Electronic Materials. Distribution network of over 2,650 operations located throughout the US, Canada, Mexico, the Caribbean, Australia, New Zealand, China and other emerging global markets.

§One of 50+ specialists who supported 6,000+ NAPA stores in the US. Answered, responded and resolved IT issues from phone calls - both software and hardware related. Averaged 50 interactions per day.

§Logged helpdesk tickets through Service Now ticketing system; this involved creating, assigning and resolving helpdesk tickets.

§Provided server support through SCRT for Solaris 10 running SQL scripts and server commands..

§Provided software and hardware support for Windows7 and Windows10 workstations.

§Assisted users using VNC and Bomgar.

July 2015 – June 2017 Help Desk Specialist Hilliard Lyons Louisville, Kentucky

Hilliard Lyons is one of the nation’s oldest investment firms focusing on the creation, preservation and distribution of its client’s wealth. Hilliard Lyons has more than 70 branches in 12 states throughout the Midwest and Southeast.

§One of 3 specialists who supported 550+ internal clients. Answered, responded and resolved IT issues from phone calls and e-mails – both software and hardware related. Averaged 30 interactions per day.

§Logged helpdesk tickets through Layton ticketing system; this involved creating, assigning and resolving helpdesk tickets.

§Maintained accounts in Active Directory. Maintained, assigned and installed security soft tokens through RSA Security.

§Managed access for GOOD Mobile, Salesforce, ThomsonOne, BETA, RemitPro, OnBase, as well as other system’s accounts.

May 2013 – Jun 2015 Help Desk Specialist Morgan Lewis & Bockius, LLP Lexington, Kentucky

Morgan Lewis & Bockius LLP is a global law firm with approximately 1700 attorneys in the US offices and several international offices. It represents clients in corporate litigation, cross-border restructurings and insolvencies, financing and securities, structured finance and capital markets, government affairs and a wide variety of corporate and technology transactions.

§One of seven specialists who supported 1700+ attorneys and their supporting staff 24/7. Answered, responded and resolved IT issues from phone calls and e-mails – both software and hardware related. Averaged 80 interactions per day.

§Logged helpdesk tickets through ServiceNow ticketing system; this involved creating, assigning and resolving helpdesk tickets.

§Maintained voicemail accounts in Cisco Unity Connection Administration (CUCA)

§Maintained accounts and activated defender tokens in Active Directory

§Worked with issues in over 300 client and web based applications.

§Assisted users using ProxyPro, GoToAssist and Webex.

Apr 2011 – May 2013 Change Analyst Experis / Eaton Corporation Peachtree City, Georgia

Working for Experis at Eaton Corporation in Peachtree City, GA (cooperindustries.com). Eaton is a global manufacturer of electrical products.

Change Analyst (Nov 2011 - Present)

§One of two change analysts that supported all of Cooper Industries by reviewing and approving IT Requests for Change (RFC).

§Created transport lists to import transports to SAP production.

§Facilitated weekly Change Advisory Board (CAB) meetings for “Major” RFC review and approval.

§Service Desk support for setup and maintenance of VOIP phones and accounts through Cisco Unified CM Administration (CM6 & CM8), and voicemail in Cisco Unity Connection Administration (CUCA).

§Setup and maintained user agents in Customer Response Solutions Administration (CRSA).

Lead Helpdesk Specialist (Apr 2011 - Oct 2011)

§One of five specialists who support 25,000+ users 24/7. Answered, responded and resolved issues from phone calls and e-mails from customers, vendors and distributors regarding IT issues – both software and hardware related. Averaged 150 interactions per day.

§Logged helpdesk tickets through Remedy ticketing system; this involved creating, assigning and resolving helpdesk tickets. Won awards and recognition for productivity.

§Maintained accounts in Active Directory, InsideCooper, Stellent, Cooper Customer Center (C3)

§Team Support lead for setting up and maintaining VOIP phones and accounts through Cisco Unified CM Administration (CM6 & CM8), and voicemail in Cisco Unity Connection Administration (CUCA) and trained others on how to perform set up tasks.

§Setup and maintained user agents in Customer Response Solutions Administration (CRSA)

§Assisted users using Remote Desktop (RD), MeetingPlace and WebEx.

Skills Inventory

§Software: Microsoft Office Suite (Word, Excel, PowerPoint, Publisher, Access and Outlook) 2003 - O365 for PCs, MS Office 2013 for MACs, Cisco Systems VPN, Cisco Unified CM Administration (CM6 & CM8), Cisco Unity Connection Administration (CUCA), Adobe Acrobat, PDF Converter, Remedy, Citrix, Adobe Illustrator, LANDesk, Safari, Internet Explorer, FireFox, Google Chrome, Active Directory, Stellent, VMWare, Lotus Notes, HP PPM, Cisco Customer Response Solutions Administration, Blackberry Manager, GoToAssist, Proxy Pro Master, Kronos, Elite, DTE, MacPac, ServiceNow, Virtual EMS, Salesforce, ThomsonOne, DocuSign, iManage, CheckPoint, Interactive Records Management (IRM), VNC, Bomgar, Cherwell.

§Collaboration Products: WebEx, MeetingPlace, Blackboard, NetMeeting, Sharepoint, OneNote, GoToMeeting.

§Typing: 70 WPM, 10 Key by Touch.

Contact this candidate