Manager Software

Shirley Staton

********@*****.***

EDUCATION

Duke University Durham, NC

Graduate Office of Continuing Studies - Paralegal Studies

Completed

Continuing - Wake Technical Community College Raleigh, North Carolina

CCNP, Continuing

Wake Technical Community College Raleigh, North Carolina

2 year degree in Information System Security, Continuing

Certified Fiber Optic Technician Raleigh, North Carolina

Completed

Wake Technical Community College Raleigh, North Carolina

CCNA, Completed Degree 2012

Wake Technical Community College Raleigh, North Carolina

CCNA, 2002 Completed

Continuing - Wake Technical Community College Raleigh, North Carolina

2 year degree in Computer Networking, Continuing

Wake Technical Community College, Raleigh, North Carolina

A.A.S in Business Computer Programming, August 1992, Completed

The University of North Carolina at Greensboro Greensboro, North Carolina

BS in Deaf Education, August 1986, Completed

TECHNICAL SKILLS

Hardware: Intel based PCs (Pentium I, II & III); Break Fix, VLAN switches with Wireshark installed, CISCO routers; ACL issues; IBM POS support; Scale Scanner Support; Hubs; Switches, Firewall, Cabling (straight through, crossover, console), Packet Tracer configurations, Interfaces (LAN, Console, WAN, Auxillary) installed primary/secondary hard drives; modems; ADSL/DSL modems; printers; memory, tape drives, Apple iPhone, Computer and Headphone Bluetooth setup with iPhone

Internet: Web technologies: TCP/IP (PING, TRACERT, WINIPCFG, IPCONFIG); DNS; DHCP; gateways; subnet masks; internet routers; WANs; installed/configured E-mail; fixed client web errors; used/upgraded search engine software; data mining; HTML; Frontpage; web server; Internet Explorer; Netscape; Proxy server setup, Apache, Perl; Dreamweaver: Cascading Style Sheets (CSS), Define Dreamweaver site, Create site map, Set page titles, Inserting Images, Creating Links with Images and Text, Inserting <meta> tags, managing Dreamweaver tables, Fido (Canada’s telephone carrier); Cellular Signal Troubleshooting

Operating Systems: High level of skills in Windows OS (Windows XP 4 yrs exp.), Windows Vista, Windows 7, Windows 95/98/2000, XP and Vista, Windows 8, Microsoft Office Suite, NT, (UNIX, LINUX, AIX Unix 2 yrs exp.), OS2; TSO for IBM 390 drives, Mainframes; 3270 terminal emulation; DOS (Disk Operating System)

Languages: Mainframe Cobol, Experience with relational databases (SQL for Oracle, SQL for MS-Access 97/2000 5 yrs exp.) Oracle Administrator commands, Visual Basic; DOS

Other:

PGP, FileVault disk encryption, VPN, OSI layer, SAP, REMEDY and HEAT call taking software; RACF; EasyTrieve; Word; Excel, Powerpoint; Microsoft Access 97 and 2000; Adobe Acrobat Reader; Pcanywhere; CC:Mail; Outlook, Symantec Ghost, iTunes, Sync Services for iPhone, Update of Flash Memory,

Networking: CCNP (Currently enrolled); CCNA; Novell; VPN; CISCO routers; corrupt network user profiles; softtware installation on servers/clients; Windows 2000, VMware

WORK EXPERIENCE

CGI install of: Century Link Internet Router, Switch WS-C2960K-48LPD-L Router, Check Point Firewall, Cisco Router 2921/K9, Cisco Nexus N3K-C3048TP-1GE Switch, Cisco Switch WS-C2960K-48LPD-L, Websense, ProLiant DL380 Gen10 HPE Server (Smart Source)

March 22, 2019- March 25,2019

When unable to connect the devices above to the internet, this tech followed common troubleshooting steps in Raleigh along with the company tech staff in Canada:

Verified equipment had power by cycling the power; or turning off and then back on.

Confirmed cabling was installed correctly, by simply unplugging the cable and plugging it back in.

Found janitor who opened the building basement wiring room where this tech validated that the drop installed by Century Link was active

Trace Routes, Source and Destination Pings were necessary for Century Link to assist in resolution of the issue and performed by me here in Raleigh and by the Canadian tech team

Troubleshot IP addresses

Century Link determined the Network IP address was not what was agreed upon with customer CGI

Once Century Link used the agreed upon Network IP address, connectivity was established by me here at the Raleigh site

This tech then determined that the site did not have a DB-9 connector. The end of a DB-9 would then connect to the RJ-45 serial cable which then would connect to the COM port on my laptop for router configuration.

Once a company employee purchased a DB-9 connector, the router configuration file was unzipped on the router and the router configuration proceeded without incident and the other network devices above were also able to be configured and installed

Designer Shoe Warehouse Switch Refresh Deployment (Smart-Source)

March 25, 2019

Validate local Site Contact had access and was able to show me where the network switch 1 or Switch 2 was located. This switch was located near the front registers of the store, generally on an open shelf under the registers or behind a sliding panel. If panel happened to be locked, verify the Contact had ability to access it

Asked local site contact if there were any known network outages or issues with devices. Reported any to the Command Center

Located New Meraki MS225-24P Switch, Located switch to be removed (Cisco 3560 or Cisco 3650)

Took inventory of new equipment

Plugged new switch in to power, verified it was operational

Removed old switch, placed new switch in the same place. Powered on and connected cables back into the same ports they were plugged into on the existing switch (used masking tape as a reference)

Took inventory of decommissioned equipment, Make/Model/Serial# as outlined in the deliverables document.

Called into Command Center bridge (number was be provided) to inform them you had switched the equipment out.

Velcroed and cleaned up cables. Removed masking tape from the ends of the cables

Cable Repair Project onsite at Wake County Public Schools (Smart-Source)

April 4, 2017 - May 12, 2017

Performed Aver C20i External Outlet Cable Repair (SmartSource)

The purpose of the procedure was to correct the reverse polarity issue in the external power outlet cord fore select Aver C20i carts

JC Penny Plug-and-play CradlePoint/WAN accelerator installation project (SmartSource) Multi City Installations in North Carolina

September 2015 - January 2016

JOB OVERVIEW

This project was a plug-and-play CradlePoint installation (in some sites, CradlePoint & WAN Accelerator). All sites had a CradlePoint install and some sites had a WAN installed as well. On the schedule, if we saw YES under the WAN Accelerator we were to install a CradlePoint and WAN, otherwise it was a CradlePoint only.

The provider was required to successfully complete:

Unbox of CradlePoint and allow it to update

Record CradlePoint MAC Address on Location Completion Form

If the site installation included a WAN Accelerator, completed that installation first prior to installing the new CradlePoint. The WAN Accelerator was to be installed before the store opened so business was not disrupted by the outage.

Removed existing CradlePoint & followed step-by-step instructions for new CradlePoint installation

Connected it to switch and port in OMR/Server room and found the maximum acceptable signal

Mounted the CradlePoint and finalized the install

PNC Bank Refresh (Smart-Source)

Project Overview: PNC Bank requested that PCM Inc. provide A+ level support technicians to their branches across the country for a hardware refresh. SmartSource technicians went to each of 1700 branch location and provided the following:

Data Wipes on PNC Bank Hardware

· Equipment Maintenance

· Data transfers

· Installation of new Dell PC’s or Lenovo Tiny PC’s

· Additional IT Support outlined in the 2015 Refresh handbook provided

They needed people who had a background deploying computer related hardware, (Desktops & Laptops) and had done software conversions mainly in Microsoft Windows environments.

Position required a background deploying computer related hardware including but not limited to, printers, desktops, monitors and

Able to lift a minimum of 50lbs without any restrictions

Windows 7 knowledge helpful

Social Security Administration and Federal Court System (Smart-Source)

North Carolina

June 2015-2016

Full Installation (Plug and Play – No Software Upgrade)

Physical setup of new workstation and accessories

Wiped hard drives clean on the old computers

Deployment of Level 3 Routers and Level 2 Switches

Numerous Banfield Animal Hospitals (Smart-Source)

North Carolina

October - December 2014

Banfield Multisite Switch Deployment

General Scope of Work: Technicians installed one or two new switches and one router that was be pre-configured within the labs. The technicians also configured all of the peripherals needed including assembly of racks and racked electronic equipment in cabinets.

Router (Cisco 2811 or 2600XM)

Switch – Cisco 2950

Called into the Banfield Conference Bridge

Tasks for Single Switch sites

Single switch sites had 1 router, 1 switch, and 1patch panel.

Connections needed to be identified and tagged to ensure proper reconnection after new equipment install.

Identified the cables and tagged accordingly.

Traced cable out to the neighboring server

All other ports connected from the Switch to the patch panel were configured identical

Disconnected cables from the networking equipment and removed existing switches and router

Installed new switch and router

Powered all up.

Randstad USA (BioGen Idec)

Woburn, MA

Technician, Lync Support

February 2014-May 2014

Lync rollout

Analyzed switches for any changes during transfer from Cisco phones to wired/wireless headsets for use with Lync 2013

Used Spectralink Intallation and Configuration Platform (SLIP)

Decommissioned Cisco desk and wireless phones

Installed Lync 2013 client on Windows 7

Installed Softphone client

Phones enabled to discover Lync Server and to connect, ensuring options set up on the organization’s DHCP server

Ensured file updated on server so phones wirelessly updated in their subnet

Maintain an accurate registrar of hardware and software assets both in stock and in use

Made team lead directly to the contract company - BioGen Idec determined the rollout went better than any they had ever done

Put in charge of training new technicians

Promoted to position that decommissions and retrieves Cisco phones so Lync softphone is in use at test site (RDU campus of Biogen Idec)

Utilize Polycom Web Configuration Utility to view and configure VoIP phone’s settings and features from local PC using any compatible Web browsers:

Floor walking –speak with users about the headsets and the Lync Client. Make sure all the headsets are plugged in and ready to charge. During the migration floor walk and ask the users if they are all set with Lync or if they need help. This will continue after the move to Cambridge and until the end of the agreement.

Lync Client assistance – able to use Lync and train users on the product. Displayed a solid knowledge of the product after the training

Called upon to help with the other areas of the project such as testing and working with the core team (reconfigured wireless VoIP phones to use static IP addresses because DHCP server failed to update leases properly)

Updated Firmware of Spectralink wireless phones

Configured TFTP server IP address for wireless VoIP phones and deleted the username password entries for connection to TFTP server

Wiped clean hard drives for laptops going to salvage

Smart-Source Inc. (Wells Fargo buy out of Wachovia)

Durham, NC

December 2011-current

Freelance Field Technician

Monitored switches for connectivity, errors etc. during switchover from one operating system to another for Wells Fargo deployment

Utilized knowledge of Microsoft Windows XP, Vista, Windows 7 and Windows 8

With manager who is onsite for the network switchover, familiarized myself with where the devices that were to be switched over to the new network were

Determined if all the sites’ printers works have network and connectivity if they are not, provide network printer set up.

Observed and documented results as users did a walkthrough workflow for a typical day (viewed new and not old logo on their computers’ startup, printed to the new IP address, forwarded documents upwards in their manager hierarchy etc.)

Took pictures of cabling done to send back to headquarters

Ensured any new CD or hard drive devices were identified by the system properly, once computers booted

ICS (Contracted to Frontier via Verizon)

Durham, NC

March 2010-March 2012

Tier1 Support

Manned an enterprise wide portal helpdesk, on which former Verizon customers (now migrated to Frontier) paid and made billing inquires on invoices

Assisted with migration of data client data and dashboard configurations

Advised customers on how to update payment profiles in former Verizon Portal

Interpreted errors on former Verizon Portal and worked towards their resolution

Created and updated master tickets

Analyzed internet portal issues for customer payments on DS0, DS1, T1, ISDN and ADSL lines

Advised customers on how to download portal application that ran reports on invoices

Contacts were live (chat), or via e-mail or phone

Facilitated customer understanding of how the portal works

SCube (Contracted to UTi via HCL Inc)

October, 2009-March 2010

Tier 1 Helpdesk

Created Severity 1, 2, 3 and 4 tickets for UTi Inc which is a multinational company that sources raw materials for automotive companies such as GM, and other worldwide manufacturers and then ships them to their company’s point of use

Used past break/fix experience to maintain desktops

Resolved/Reassigned tickets created by tier 1

Supplied support to UTI Inc for manifests in EDI format on mirrored UNIX server, transmitted to worldwide Port Authorities

Supported calls to UTI Inc., which is a South African shipping company that sources and ships anything from raw materials to companies such as General Motors to manufacture into automobiles, to paper work any company wanted shipped

Confirmed that the manifest server and its’ mirrors were up at all times as each manifest was required to reach each port of call prior to said cargos’ scheduled leave time

ACS (subcontracted to Apple Inc)

Raleigh, NC

March, 2009-August, 2009

Tier 1 Helpdesk/Customer Service

Troubleshot iphone activation issues

Setup VPN on iPhones

Guided customers through creating Apple IDs on iPhones within iTunes

Helped customers learn about Apple IDs and using their Apple ID with Apple services, such as the iTunes Store

Diagnosed hardware issues (No sound or distorted sound from speakers, Microphone issues, Receiver and call quality issues, investigated/solved Bluetooth connections, no sound through stereo headset, battery or charging issues, iphone acceptable temperatures, multitouch display didn’t respond, call and connection issues)

Setup Voicemail with customers

Checked customer’s upgrade eligibility

Setup WiFi connection

Provided iTunes sync instruction

Counseled callers on phone features

Modis (contracted via IBM to Vanity Fair)

Greensboro, NC

March, 2006-December 2006

Tier 2 Computer Security Specialist for Sarbanes-Oxley Act

Studied the Act passed by congress that specified the security of financial systems known as Sarbanes Oxley

Monitored financial applications login procedures for compliance with Sarbanes Oxley

Met with and updated System and Application Owners in the US, Asia and Europe regarding the Sarbanes Oxley Federal Computer Security Regulations

Worked with team leads to fashion a more secure payment environment

Used Remedy to track tickets generated by helpdesk

Worked on the team tasked to create a plan for vulnerability testing of new financial and ticket taking application systems

CCI (contracted to IBM)

Research Triangle Park, Durham NC

July, 2004 – June, 2005

Tier 1 Helpdesk Analyst

Reset LAN/Mainframe passwords

Mapped drives

Cleared network print queues/Install printers

Installed/Configured client Lotus Notes

Supported In House applications for Federated Store Groups (FSG includes Macy’s Department Store, Burdine’ etc)

Troubleshot VPN connections

Fixed fax, printer copier problems

Updated users when their Active Directory userids were moved from distributed server logins to single sign on as Macy’s purchased stores around the country such as Lord and Taylor’s, Bloomingdale’s etc. and migrated the users to Active Directory

Department of Transportation, Raleigh, NC (contract position)

Raleigh, NC

March, 2003 – March, 2004

Help Desk Analyst

Unlocked and changed password for SAP Security purposes

Used past break/fix experience to maintain desktops

Reported and escalated problems with SAPto

Maintained mainframe passwords using RFIQ

Reset mainframe RACF passwords

HEAT call taking software

EDS and TRW, Raleigh, NC (United States Postal Service Account)

Raleigh, NC

March, 1997 - March 2002

Tier 2 Applications Analyst

Applied images to desktops

Troubleshot network/remote problem connections for Windows 95, NT and 2000 (cabling vs software issue etc.)

First line of support to work with carrier MCI on router issues

Reset mainframe RACF passwords

Updated McAfee Antivirus patterns

Troubleshot files transmitted in EDI format which couldn’t be viewed by the USPS database

Used mainframe to determine change requests and their impact as far as outages, updates etc.

Created VPN connections for every Post Master and manager in the US and tested the new network connections

Modified the VPN connections over time as domain name changes were made to the Post Offices domains

Intalled/configured modems; Router issues; Corrected subnet masks on network clients

Provided telephone support to onsite field technicians who configured /added Windows 2000 Compaqs (ex: NIC cards set to run at 10 mbs instead of 100 mbs in the Windows 2000 environment)

Edited registries; solved standalone inkjet and laser jet printer; ordered computer parts

Served as support to correct login problems of users on new Windows 2000 domains

Flashed BIOS of systems, created batch files as requested; applied fixes to the Post Offices Suite of products

Assisted in Veritas backups and restores to read/writable CD-ROMs and tape backup units on Windows 95 and 2000 systems

Traced and corrected data in databases; wrote SQL style database queries; corrected Visual Basic and backend MS-Access database applications problems

Provided installation and support of applications for United States Postal Service's Windows 95 and 2000 systems

Used HTMLon server with new patches so field sites could attain patches which IT installed at the server level

Responsible for fixing issues with pushing patches to computers at the workstation level

IBM

Research Triangle Park, Durham NC

December 1995-December 1996

Product Specialist

Assisted customers in setting up, using Fax software

Walked users through installing primary and slave hard drives in IBM systems which used Windows 95

Helped customers add memory to their computers over the telephone

Led customers through changing jumper settings on motherboards

Assisted customers in restoring operating systems using system disks to FDISK, FORMAT and RELOAD as needed on Windows 95 and NT computers

Removed Windows NT using FDISK, so systems could be restored with a functioning copy of Windows NT, using the NTFS file structure and then formatted those hard drives

Corrected IRQ conflicts in Windows 95 and NT

Coordinated off site vendor visits

Supplied software and system support to customers for Windows 95 and NT

DHHS (Department of Medical Assistance)

February 1995-June 1995

Computer Trainer

Trained staff in computer usage including staff from county offices

Manned helpdesk for those responsible for training medical professionals on changes in Federal Medicaid guidelines

Wrote computer manuals on in-house software created for staff

Performed miscellaneous SQL programming

In-house expert on SQL queries

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