Desktop Support
Resume:
Tonia Roane
Fort Worth, TX *****
********************@*****.***
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