Desktop Support Technical

Jodi Anglin

**** **** ****** ****** ****** Arrow, OK 74012

918-***-**** ****.*******@*****.***

IT Support Specialist

Senior Technical Analyst with proven talent for troubleshooting and remediating complex technical issues. Experienced in managing IT Projects and teams, possessing a strong combination of application and hardware knowledge with exemplary communication and technical writing skills.

Accomplished at supporting Business and IT missions with keen attention to detail and organization.

Passionate about learning, mastering and implementing new technologies.

Key Proficiencies Include:

Troubleshooting HW/SW A+ certified

Microsoft Certified Professional

LPI Linux Essentials Certified

Creating Quarterly SOX Reports

Team Lead for WSUS/Patching

Developing Documentation

Asset tracking/CMDB/ITS

Managing Teams and Projects

Creating/Updating Procedures

Project Management

Linux Foundation certified

ITIL v4 Certified

PROFESSIONAL EXPERIENCE

2014 – Present IT Consultant – Taos TiVo (contracting at TiVo formerly Rovi/GemStar/TV Guide) – Tulsa, Oklahoma

Technical lead supporting the Tulsa and Plano branch offices for all internal requests.

Leading the Software Patching team for TiVo locations stateside a abroad using WSUS

Coordinating the deployment of new hardware and technical support

Configuring and managing clients with TriActive and Jamf. Enrolling iPads and Apple products into Jamf, formerly Casper Suite, for asset tracking and enforcing encryption and security policies and procedures

Creating procedures and checklists for the configuration of hardware. Maintaining and re-defining standards and baselines as needed

2010 – 2014 System Support Analyst II – Technical Lead – Gateway Mortgage Group – Tulsa, Oklahoma

Troubleshooting and coordinating the support of over 40 branches in 25+ states for almost 400 end users for network, hardware, software and mobile devices.

Responsible for managing the Help Desk queue, triaging requests as they come into the Service Desk Updating training manuals and instructional documentation including the production of how-to videos using Camtasia software. Managing and supporting the employees on the Service Desk.

Created the first Service Desk technical support manual documenting policies and procedures for Gateway Mortgage Group, a mortgage company that services over $3 billion in residential mortgages.

Designed daily procedures and checklists for creating new users accounts, configuring computer and tablet images

Onboarding and Offboarding of employees Active Directory accounts as the Technical Lead

2010 – 2009 Technical Support Specialist – Kenneth Hagin Ministries – Broken Arrow, Oklahoma

Primary support for a 1 year contract on all Desktop Support issues for Kenneth Hagin Ministries, Rhema Bible Church and Rhema Bible Training Center. Coordinating warranty and support agreements. Installing, configuring and troubleshooting hardware, software and peripherals including but not limited to printers/scanners and mobile devices. Setting up and tearing down temporary networks for seasonal conferences.

2007 – 2009 Technical Control Center Coordinator and Supervisor – EDS/United States Navy – Jacksonville, Florida

Responsible for coordinating the support of over 30 Naval commands; managing the Service Desk employess and the Technical Support team. Overseeing the support of hardware, software and network conversions for EDS. Project Manager for multiple IT projects. Responsible for coordinating work schedules, evaluations and salary reviews as well as hiring and terminating employees and contractors. Responsible for staffing and providing full coverage of a 24/7 Technical Control Center/Service Desk for the United States Navy at Jacksonville, Mayport and Cecil Field Naval Air Stations.

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