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Software Support

Garner, NC
January 31, 2019

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Narda Redmond

*** ******** ******

Garner, NC ***29



Technically sophisticated professional, offering accomplished qualifications in providing efficient support and serving as a primary point-of-contact for Information Technology. Excel in responding quickly to escalating problems, including multi-platform environments, multi-software applications, and hardware configurations to effectively streamline operations and ensure total satisfaction.

Technical Summary

Hardware and Platforms:

Routers Switches Printers

Workstations Servers Hubs

AT&T 3B2 (UNIX, RISC. Linux) Digital Compaq ProLiant 3000

IBM Compatible PCs Sun Microsystems (Solaris Unix) Cisco Tandberg MXP series

Cisco Polycom

Applications and Protocols:

Pro*C Pro*C COBOL Microsoft Windows (3.x, NT 4.0, 95, 2000,

Citrix XP,7, 10)

Microsoft SQL Server Microsoft Visual Basic Microsoft SMS (Systems Management) Server) Novell 4.11 Netware 5.0


X.25, H.323 Ethernet DNS

Microsoft Project (7/10) Microsoft Exchange 2007/2010 VMware

IT Service Management Suite Active Directory Bomgar Remote Assistance

Remedy IT Service Management Suite - BMC CiscoTelePresence Management Suite

Pexip video conference ServiceNow (ITSM) Skype for Business

Professional Experience

ECS Federal, LLC Durham, NC 2016 – present

ECS VTC Analyst- Contractor

Execute all aspects of videoconferencing including call setup, troubleshooting, and follow through on escalation of trouble incidents occurring during calls.

Provide technical consultation, support, and act as lead contact for all videoconferencing operations and maintenance

Lead or assist, as required, in the support (hands-on if necessary) of special events, high profile senior executive meetings, town halls requiring videoconferencing as directed by the client

Teksystems/ECS/US EPA. Durham, NC 2015 – 2015

Technical Helpdesk Support- Contractor

Provides assistance concerning the use of computer hardware and software, including printing, installation, Microsoft Office applications, electronic mail, wireless access, and operating systems.

Welcomes and resolves, with a positive attitude, all needs and questions of EPA employees and contractors.

Troubleshoot iPhone and window phone issues.

Dispatches requests for assistance to level II/III technicians as is needed.

Provide thorough, accurate, and timely support in the documentation of troubles tickets.

TekSystems\Wake Med Hospital, Raleigh, NC 2014 - 2014

Application Support

Provide application support to hospital staff, executive officers, directors and other customers.

Touched every workstation within every department by confirming computer name.

Executed various scripts to confirm the workstations configuration was compliant with the EPIC migration and confirm the printing of labels and armbands would print successfully.

Reported accuracy to ensure specifications met performance requirements and completion to management.

YorNetwork. LLC, Fayetteville, NC 2013-2015

Computer Technician- contractor

Work independently managing and configuring desktop computers at multiple sites, conducting technical configurations, integrations, and technical installations on Microsoft Windows XP/7 platform for client systems.

Installs and upgrades all technology-related equipment in network and stand-alone environments.

Isolate and document software problems, maintaining status and requesting fixes when needed.

Provide thorough, accurate, and timely support in the documentation of troubles tickets.

BB&T, Wilson, NC 2014- 2014

Network Helpdesk Support Specialist

Troubleshoot hardware and software as needed.

Troubleshoot Windows XP/Windows 7 and Microsoft Office applications.

Assist with end user networking issues, printer setup, Blackberry/Iphone device synchronization issues

Troubleshoot phone issues.

Dispatches requests for assistance to level II/III technicians as is needed.

Strayer University, Research Triangle Park, NC 2006–2012

LRC/IT Support Manager

Configured and perform desktop user account set-up.

Installed, replaced and troubleshooted hardware, peripheral, and software components (programs).

Knowledge of anti-virus solutions.

Provide thorough, accurate, and timely support in the documentation of trouble tickets.

Provide technical support to students, faculty and staff in problems assessment and troubleshooting of hardware, software, security and network issues.

Supervised Learning Resource Center staff and perform other duties as assign.

Strayer University Morrisville, NC 2005–2006

Computer Lab Monitor

Ensured that all computers in all computer labs are configured, performed routine maintenance on all computer lab computers

Ensured computer lab is compliance with Strayer University IT policies and procedures including security, network, hardware and software policies

Assisted students, faculty and staff in problems assessment and troubleshooting of hardware, software and network issues

Reported to IT all equipment, networking and software malfunctions

Trained faculty and students on Learning Management System environment.

IBM/Tivoli Systems, Research Triangle Park, NC 2000-2001

Network Tester -contractor

Installed and administered an MS SQL Database Server 7.0 on a NT 4.0 Server Platform

Configured and performed routine maintenance on NT 4.0 workstations

Monitored, updated and managed database servers that provided foreign language translations validation

Provided technical and product support to the translation testers

United States Postal Information Systems Branch, Raleigh, NC 1998-2000

Information Systems Specialist- contractor

Tested and certified commercial applications for the Postal LAN/WAN environment on various networks

Installed and managed the Systems Management Server (SMS) which integrated applications that were downloaded by client workstations within the SMS environment

Performed routine maintenance and system backups using various utilities

Reviewed technical manuals for accuracy to ensure specifications met performance requirements

United States Government, Fayetteville, NC 1997-1998

System Administrator- Supervisor

Supervised the LAN administration team who provided software, hardware and network problem resolution

Managed and supported a LAN consisting of NT and SQL servers supporting a 300+ user network on a Windows 95 platform

Monitored system and network security by assigning access levels to end users

United States Government, Europe- Mannheim, Germany 1990-1997

Lead System Administrator

Maintained, updated and managed the Oracle Database

Administered and maintained the UNIX system

Managed the system infrastructure by performing hardware and software installations, reviewing system security, conducting system backups and addressing configuration issues

Installed, configured and maintained an MMDFII electronic mail network

Supervised the computer operation team.


Strayer University, Research Triangle Park, N.C Completion date: 2013

Master Degree Information Systems Management

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