Tonia Roane

Fort Worth, TX *****

ac6mf3@r.postjobfree.com

817-***-****

Seeking long term permanent employment in Level 2 Service/Help Desk Support or Desktop Support

where I am able to grow and expand my current skill set in a progressive environment.

Authorized to work in the US for any employer

Work Experience

System Support Analyst II

PIER 1 SERVICES COMPANY - Fort Worth, TX

March 2005 to January 2018

Participation in staffing decisions for the Service Desk and special project work, train and supervise

staff in problem solving, monitoring, and installing equipment and software, develop training materials

and procedures for the proper use of hardware/software; maintaining internal Knowledge Base. Partner

with department heads, managers, supervisors, and vendors to solicit cooperation, assess computing

needs, system requirements, and resolve concerns; to ensure agreement on system principles, develop

and interpret organizational goals, policies, and procedures; test, maintain, and monitor computer

programs/systems; coordinating with the organization about installation of new programs and systems.

Daily operations of department, analyze workflow, establish priorities, develop standards and setting

deadlines with mindfulness of operational budget and expenditures; department schedules; W/M/Q/Y

department reports. Staying abreast of advances in technology. Assist internal/external customers via

phone and email with Win 7/8/10, MS Office products including 365 and migration, Active Directory,

SCCM, NCR POS, PRISMA, Service Now, PeopleSoft, VPN, Avaya/Cisco telephony products, basic

network troubleshooting, Citrix, Axper traffic counter, DMX Sound systems, print servers, Remote

Assistance, Stanley security system.

Testing team for 6 months of testing prior to rollout of new NCR POS to 1000+ stores in 2012;

May 2017 lead the Pin Pad Project to install Verifone chip readers on 3000+ NCR retail POS machines.

Education

Some college

Skills

Active Directory, Avaya, Cisco, Citrix, DMX, Networking

Certifications/Licenses

SAFe 4.0 Agilist

July 2017 to July 2018

Certified Scaled Agile Framework

Additional Information

Service Desk Level II for major retailer supporting all equipment/hardware/software in brick and mortar

stores, 8 FC/DCs, Field Users and Home Office users.

Computer Skills

Typing Speed: 50 Words Per Minute

• Intermediate Apple/Macintosh Computer troubleshooting

• Well versed in Microsoft Office Products including O365

• Well versed in IE, Firefox, and Chrome

• Peripheral Devices (Scanners, Printers, Pin Pads, Moneris)

• Personal Computers - platforms OS Win 7, 8, and 10

Additional Computer Active Directory, SCCM, NCR POS, PRISMA, Service Now, PeopleSoft, VPN, Avaya/

Cisco, Remote Desktop, Remote Assistance

Skills: telephony products, basic network troubleshooting, Citrix, Axper traffic counter, DMX Sound

systems, print servers, Stanley security systems

Contact this candidate