Software Support
Resume:
Narda Redmond
Garner, NC ***29
*****.*******@*******.***
Summary
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
MS DOS TCP IP, TCP/IP
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.
Education
Strayer University, Research Triangle Park, N.C Completion date: 2013
Master Degree Information Systems Management
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