COLEMAN, Beverly E.

*** ******* ***** *****, ********** GA 30052 609-***-**** ac69b5@r.postjobfree.com

PROFESSIONAL SUMMARY

Experienced Information Technology Specialist with over 15 years of experience in Networking and Communications. Aiming to use my analytical and technical knowledge to further an organization's objectives and mission. Possess a Master of Science degree in Networking, a Bachelor of Science degree in Information Systems and pursuing a Doctoral degree in Information Technology.

SKILLS

●Microsoft Windows Server and workstation implementation, installation and configuration

●System Backup and Disaster Recovery

●Microsoft Office Suite, Visio and Project

●Datacenter Network Monitoring and Troubleshooting - SCOM

●Incident Management System

●LAN/WAN, VPN, Wi-Fi, TCP/IP Project management

●Self-motivated

●Wireshark

●Strong verbal communication

●Client assessment and analysis

●Data management

●Team leadership

WORK HISTORY

NOVEMBER 2016 – JULY 2018

Tier II Technical Support Analyst

HOTWIRE COMMUNICATION – Tucker, GA

●Utilized Access Management Systems 5520 (AMS) to provision and troubleshoot Nokia and Alcatel_Lucent ONT (Optical Network Terminal) for data (Internet), phone (VOIP) and video (fiber optic) service.

●Utilized NetNumen U31 Network Management Solution (NMS) to provision and troubleshoot ZTE ONT (Optical Network Terminal) for data (Internet), phone (VOIP) and video (fiber optic) service.

●Provisioned and troubleshoot Alcatel and Cisco Switches for data (Internet), phone (VOIP) and video (fiber optic) service.

●Provisioned and troubleshoot Docsis 3.0 cable modems for data (Internet) and phone (VOIP)

●Utilized Cognito Forms ticketing system to retrieve, process and track tech tickets.

●Utilized Intermapper Network Monitoring and Mapping Tool to obtain detailed information on network topology and mapping for Cisco switches.

●Provided technical support to field technicians and fiber technicians to diagnose and resolve outages for data (Internet), phone (VOIP) and video (fiber optic) service via telephone, ticketing system, email and internal messaging.

●Resolved daily trouble tickets and performed follow-up testing or troubleshooting in order to resolve and close open trouble tickets to prevent a truck roll

●Utilized JIRA Project Management Tool to escalate and track unresolved trouble tickets to Network Operation Center (NOC).

●Utilized CommView (CommSoft) Software to retrieve trouble tickets and service orders for provisioning, troubleshooting and updating customer records.

●Served as primary support liaison between departments (Media Room, NOC and Customer Service.

SEPTEMBER 2015 – SEPTEMBER 2016

Technical Support Specialist

GWINNETT COUNTY PUBLIC SCHOOL – Suwanee, GA

●Performed installation, configuration and maintenance for Windows 10 Operating Systems for desktops and laptop computers for thousands of devices within Gwinnett County School system.

●Utilized Altiris Solutions Support Management 8.0 – Symantec for hardware/software inventory control, remote control access, device discovery and topology mapping, operating system software/patches/updates/applications image deployment and management, service and asset management lifecycle and incident management.

●Provided on-site technical support to remedy break/fix incidents and maintain applicable computer related technology and AV peripherals as assigned via walkup, incident ticketing system and email.

●Monitored ticketing system and applied timely responses and updates through helpdesk trouble ticketing system.

●Utilized Active Directory to assign policies to objects, users and groups as well as password reset as designated by Gwinnett County Public Schools.

●Installed and maintained Microsoft Office Suite and IBM Notes

JUNE 2013 – AUGUST 2015

Information Technology Specialist

MCINTOSH ACCOUNTING & SONSIGHT WIND – Grayson, GA

●Performed helpdesk services to end users troubleshooting hardware and

●Diagnosed and repaired workstations and peripherals based on analysis of technical issues

●Designed and implemented website for accounting and wind energy industry

●Maintained user accounts with Active Directory and Group Policy to allow or deny access to network resources

●Performed the necessary repairs due to hardware and software failures, communicated with and provided alternatives to affected parties.

MARCH 2010 – AUGUST 2013

Computer Scientist

ASRC for FEDERAL AVIATION ADMINSTRATION (FAA) – Egg Harbor Township, NJ

●Utilized System Center Operations Manager (SCOM) to monitor and control Data Center for Surveillance Broadcast (SBS) Monitor housing Automatic Dependent Surveillance Broadcast (ADSB) data primarily used for Air Traffic Controllers (ATC).

●Performed implementation, installation and configuration for server expansion project to eliminate bottleneck and increase data speed for ADSB data network, based on three NOCC divisions.

●Developed technical handbook to document and delineate all processes for the functionally and operations of the SBS Monitor for daily duties and training manual for new hires.

●Performed management, planning and deployment of operating system software upgrades, fixes and patches.

●Supported Air Traffic Control Officers with access to SBS Monitor data throughout the NAS (National Airspace System) for each regional Network Operation Control Center (NOCC) with daily operational functions.

●Configured conduit and added users to Access Control List to provided access to SBS Monitor website

●Utilized Active Directory to allow access to users and rest password as needed.

●Utilized Wireshark to collect and analyze SBS data prior to sharing data with other FAA groups.

EDUCATION

JUNE 2022 – projected graduation date

Doctor of Information Technology Ph.D. IT

Walden University – Atlanta, GA

DECEMBER 2010

Master of Science: Information Systems

Strayer University – Cherry Hill, NJ

Concentra

APRIL 2009

Bachelor of Science: Information Systems

Strayer University – Cherry Hill, NJ

Degree Honors: magna cum laude

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