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IT Specialist

Location:
Kings Mountain, North Carolina, United States
Salary:
62,000
Posted:
November 20, 2018

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Resume:

Sherri Ford

ac7q2h@r.postjobfree.com

240-***-****- Cell

704-***-****- Home

Education

South University, 2014-Present

Certifications

A+ and Network+, MOUSE, 2002.

Summary of Qualifications

** *ears has managed and provided help desk, troubleshooting networking issues prior to escalation, desktop and laptop imaging, and IT monitoring and maintenance support for hardware, software, and mobile devices for the U.S. House of Representatives, U.S. Patent and Trademark Office (USPTO), DOJ, the law firm of Sutherland, Asbill, and Brennan, U.S. Environmental Protection Agency (USEPA), U.S. Senate, Executive Office of the White House, and other Federal Agencies. Air watch Mobile Management, Lenovo, HP, Dell laptops Strong customer service orientation and expert-level technical skills • Strong ACD & queue management experience • Ability to effectively monitor and prioritize tasks of Help Desk Technicians

Employment History

Infrastructure Technician\IT Specialist

RR Donnelley

11/2018- Present

Demonstrate Project management skills to lead and/or participates in the design, planning, installation, testing, implementation and support of new hardware and software as well as evaluation and recommendation of current and potential vendors Provides remote support to other facilities across Management Territory as part of their daily role definition.

Build, install and maintain endpoints (PCs & MAC) in accordance with IT standards.

Maintain and problem-solve issues related to installed endpoints Windows & MAC, with routine maintenance as assigned. Maintains a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Provides mentoring to new employees around both technical and non-technical aspects of the Field Technician role. Responds to Service Desk referrals of end-user requests for help solving our endpoint hardware, software, peripheral or production equipment related problems or issues. Prioritizes problems based on severity, urgency and impact to the business; tracks all outstanding incidents until successful resolution. Partners and collaborates with enterprise support teams and outside vendors to resolve problems or issues.

Ability to work with Microsoft Active Directory. SCCM.

Demonstrate Project management skills to lead and/or participates in the design, planning, installation, testing, implementation and support of new hardware and software as well as evaluation and recommendation of current and potential vendors.

Desktop Analyst \Network Engineer

Wellsprings Group (Contractor@ Barings)

12/2017- 10/2018

Provide technical support to associates located in office. This includes, but is not limited to, desktop, printing, voice, network, video conferencing and mobile devices. Other responsibilities include acquiring, installing, or upgrading computer components and software, providing routine automation, maintaining security policies, troubleshooting, Servers, (Windows 2010, Active Directory, Networking/DNS) training staff, and offering technical support for projects. Work with the Charlotte Office Manager on office build out and redesign projects.

Create and maintain field office documentation for supportability.

Work with the Charlotte Office Manager on office build out and redesign projects.

Create and maintain field office documentation for supportability.

Provide on call and off-hours support.

Establish a strong working relationship with the other IT teams as well as the Global

Work with the Charlotte Office Manager on office build out and redesign projects.

Create and maintain field office documentation for supportability.

Investment Services Division, Finance, Global Business Development Group, Legal and Compliance, Human Resources, and Office Services.

Support office systems that include card access and security cameras.

Supporting conference rooms pertaining to the line of business audio video needs including basic video presentation room with in-table AV Touch Panel, video presentation room including integrated audio conferencing and wireless touch panel and video conferencing rooms with presentation capabilities integrated audio conferencing and wireless touch panel. Kramer Video equipment, Crestron Fusion software, Verint Video software. Telepresence meetings, adding bridges, providing presentation capabilities and troubleshooting any technical issue that may arise. Very strong technical skills with working knowledge of service desk tools such as Service Now, Remedy.

Desktop Support Analyst

Apex Systems (Contractor @Townebank Mortgage)

04/2015-09/2017

Sets up, configures, and supports internal and/or external networks. Lead the Windows 7 to windows 10 desktop migrations.

Recommends upgrades, patches, and new applications and equipment.

Assists in the development and maintenance of network communications.

Uses knowledge of LAN/WAN systems to help design and install internal and external networks. Mac OS X Leopard, iMac Pro, Microsoft Office365, Microsoft Authenticator, Outlook, Exchange, Cisco Any Connect, SCCM.

Supporting conference rooms pertaining to the line of business audio video needs including basic video presentation room with in-table AV Touch Panel, video presentation room including integrated audio conferencing and wireless touch panel and video conferencing rooms with presentation capabilities integrated audio conferencing and wireless touch panel. Kramer Video equipment, Crestron Fusion software, Verint Video software. Telepresence meetings, adding bridges, providing presentation capabilities and troubleshooting any technical issue that may arise. In depth knowledge of MS Server 2008 R2, MS Server Active Directory network environment.

Manages the day-to-day support of the end user computer systems, phones, emails, etc.

Responsible for enforcing policies and procedures that effect end user computing systems

Maintains the inventory of all end user hardware and software

Taking ownership of Remedy tickets and computer operations tasks and projects

Provides technical support to end users for basic computer related technical problems

Responsible for ensuring end user equipment has appropriate levels of security

Assists end users in resolving basic technical problems by providing documented guidance regarding software and hardware problems

Basic understanding of Multicasting

Ability to work in a high pressure environment

Comfortable working on windows, UNIX, Linux.

In-depth knowledge of networking protocols TCP/IP, UDP and ICMP.

Sound knowledge of the modems, routers, switches and other hardware.

Proficient on working in IP addresses firewalls, wire line and wireless networks.

Knowledge of office products, word excel and Outlook

System Administrator

Capital One Mortgage

08/2014 – 01/2015

Work as a member of a team managing large 24 x 7 cloud/on premise platforms.

Develop automation code to deploy and maintain systems and applications that run and monitor Workday services in public cloud.

IT Infrastructure and enterprise support experience including: Ring Center VOIP, Server and PC component and peripheral installation.

Work closely with other development and operations team members to understand complex product requirements and translate them into automated solutions.

Ensure service levels are met by monitoring real-time ACD queues.

Monitor all escalation queues to ensure had-off times between Tiers are met.

Configure, and install the whole Microsoft server systems, including Windows, SQL, Exchange, and SharePoint. Supporting Windows and Mac OS X Leopard.

Manage servers, including e-mail, print and backup servers and their associated opening systems and software. Managed and maintain a 60+ mixed server environment (Windows/Unix/Linux), ensuring 99.9% or better uptime. Evaluate, monitor and enhance IT infrastructure with an emphasis on availability, reliability, scalability, security, data confidentiality and system integrity.

Security solutions, including firewall, anti-virus, and intrusion detection systems. Managed all network hardware and equipment, including routers, switches, and hubs.

U. S House of Representative

01/2010 - 08/2014

Leads a team of technicians providing Levels 1, 2, and 3 help desk support to 1200 users nationwide. Managed the Call Center staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.

Filled in when needed as NOC Technician, detected and investigated all infrastructure alerts and escalated to appropriate personnel as necessary. Performed diagnostics by retrieving performance statistics on T1s and T3s from US House DACs. Provided technical network support and responded to service requests. Developed and updated processes and procedures and posted on department intranet.

Served as first point-of-contact for troubleshooting hardware, software, personal computer (PC), and printer problems resolution.

Provided user account management in Active Directory to ensure appropriate permissions created user accounts, mailboxes, and groups, name changes, lock/unlock user accounts, deleted accounts. Troubleshoot networking issues prior to escalation. Troubleshoot problems related to desktop and laptop imaging.

Provided phone-based, desk-side, and remote-access support and desktop issue resolution to users. Giving a high level of customer satisfaction through patient methodical approach to problem resolution, with majority of calls resolved with 10-minute requirement. Team supports Microsoft Windows 7 operating systems on 25 servers, 125desktops/workstations, 240 thin clients, 40 laptops, and 250. I Phone, IPod and other mobile computing devices.



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