Customer Service Software
Resume:
Joe L. Sledge
*******@*******.***
PROFESSIONAL EXPERIENCE
Insight Global, Senior Service Desk Analyst (Tier 2)
Durham, NC Sep 2014 - Present
. Interacts with customers continuously on a daily basis, makes
recommendations for hardware and software for individual users and
groups.
. Performs fault isolation and diagnostic functions necessary to
determine corrective action to restore normal operation of the users'
desktop and laptop computers.
. Utilizes Microsoft Deployment Toolkit (MDT), to deploy new images to
refresh laptop and desktop pcs' using Lite Touch Installation (LTI)
process.
. Set up new or existing computers on the MetLife Insurance Co MS
Windows Server Enterprise 2003 network; upgraded existing computers to
meet MetLife's configuration standards.
. Conducted troubleshooting procedures with the customer, either when
present or over the telephone.
. Self-starter who is able to work well independently with little-to-no
supervision.
Open Sans Consulting (OSC), Service Desk Administrator (Tier 2)
Forces Command (FORSCOM), Ft. Bragg, NC Oct 2013 - Jul
2014
. Performs fault isolation and diagnostic functions necessary to
determine corrective action to restore normal operation of the
organization's workstations.
. Install, configure, troubleshoot, diagnose and resolve issues with
PC's, laptops, network connectivity, printers and peripheral.
. Able to meet or exceed service level agreements while exhibiting
excellent interpersonal skills.
. Add or joined users/computers to the network, create user accounts,
reset passwords, perform custom TCP/IP configurations, diagnose and
resolve MS Outlook and or Microsoft Exchange Server 2007/2010
Enterprise connectivity issues as required.
. Utilize Microsoft technologies, MS Active Directory, to resolve
user/computer related issues locally and remotely.
. Utilizes Microsoft Deployment Toolkit (MDT), to deploy new images to
refresh laptop and desktop pcs' using Lite Touch Installation (LTI)
process.
. Conducts troubleshooting procedures with the customer, either when
present or over the telephone, or through Action Request System
(REMEDY) ticketing system.
. Provide professional laptop/desktop and customer service to military
and civilian customers.
. Manages PC relocation per Move/Add/Change requests.
. Self-starter who is able to work well independently with little-to-no
supervision.
D&S Consultants, Inc. (DSCI), System Administrator / Helpdesk Administrator
Mazir-e Sharif, Afghanistan Feb 2011- Aug 2013
. Manages IT system infrastructure and any processes related to both the
unclassified (NIPRNET) and classified (SIPRNET) military computer
networks in theater to specific specifications.
. Provide support to IT systems including: day-to-day operations,
monitoring and problem resolution for all of the client problems.
. Install and test personal computers, laptops, local and network
printers, scanners, projectors for videoconferences, external data
storage devices, and Install standardized and specialized software
applications.
. Provide support for the escalation, communication, and status of
various hardware and software issues to management and internal
customers via the Action Request System (Remedy).
. Establishes and maintains user accounts, assigns file permissions and
establishes password and account policies; installs, upgrades,
configures, tests, maintains and supports operating system software in
a Windows Server Enterprise 2003/2008 production environment.
. Troubleshoots and resolves system hardware, software and
communications problems; creates shell programs and utility scripts;
performs configurations and adjustments to enhance database file
capacity; performs automated and manual backup and restore processes.
. Performs fault isolation and diagnostic functions necessary to
determine corrective action to restore normal operation of the
organization's servers, and workstations.
. Ensures that system hardware, operating systems, software systems, and
related procedures adhere to organizational values.
. Assist in the planning and design of computer systems to meet customer
requirements. Coordinate the transfer of customer data between systems
during upgrades or replacements of customer systems.
ITT Services Division, ADPE Technician
Bagdad, Iraq Sept 2009 -
Feb 2011
. Set up new computers on both the unclassified (NIPRNET) and classified
(SIPRNET) military computer networks in theater to specific
specifications.
. Provide professional laptop/desktop and customer service to military
and civilian customers.
. Work involves troubleshooting hardware and software issues, repairing
and or referring equipment to another repair facility as appropriate.
. Install, troubleshoot, configure, and repair software issues for
Windows XP and MS Office 2007 suite of applications.
. Conducted troubleshooting procedures with the customer, either when
present or over the telephone.
. Performs fault isolation and diagnostic functions necessary to
determine corrective action to restore normal operation of the users
computers, routers, and switches.
. Added users to the network, create user accounts, reset passwords,
join PCs to local domains, perform custom TCP/IP configurations,
diagnose and resolve MS Outlook and or Microsoft Exchange server
connectivity issues as required.
Lockheed-Martin Corporation, Contract Task Manager (CTM), System
Administrator
Research Triangle Park, NC May 1998 -
Sept 2009
. Performed system administration tasks on Novell Netware and Windows
Server Enterprise 2003 and Microsoft Exchange Server 2003, supporting
the Office of Air Quality and Policy Standards (OAQPS) in Research
Triangle Park, North Carolina.
. Serves as the Contract Task Manager (CTM) managing a nine personnel IT
support center and as a backup Novell Netware and MS Windows admin.
. Utilize the CA Service Desk Tool suite performance measuring to track
service desk request from start to finish, recording time to
completion, who it was assigned to, and who finished it, also
performed hardware asset inventory.
. Interacts with customers continuously on a daily basis, makes
recommendations for hardware and software for individual users, groups
and on occasion, for the entire directorate.
. Set up new computers on the Environmental Protection Agency (EPA) MS
Windows Server Enterprise 2003 network; upgraded existing computers to
meet the US Environmental Protection Agency's (USEPA) configuration
standards.
. Installed hardware and peripheral devices such as CD-ROMs, hard
drives, memory, SCSI devices, printers, scanners, motherboards, and
USB devices. Replaced and troubleshot network hardware, such as,
routers, both wired and wireless; hubs, and cabling.
. Performs fault isolation and diagnostic functions necessary to
determine corrective action to restore normal operation of the users
computers and laptops.
. Provided system administration support for both GroupWise and
GroupWise Remote servers.
. Administers user accounts on LOTUS NOTES R4 and R5 severs, to include
LOTUS NOTES mail, which have approximately 2000+ users on them.
. Responsibility included, but not limited to; preparing requisitions
for new hires, disciplinary actions, preparing merit increases for
staff, assist in preparing Statement of Work (SOW) and modifying task
order contracts and insuring 98% of contract deliverables are on time.
OAO Corporation, Senior Support Specialist,
Research Triangle Park, NC Feb 1998 -
April 1998
. Setup new computers on the EPA's Window NT network; upgrade existing
computers to meet configuration standards.
. Setup
. Install software Windows 95, Lotus SmartSuite, and Office 95/97), per
users requirements.
. Installed hardware and peripheral devices (CD-ROMs, hard drives,
memory, backup drives, SCSI devices, printers and scanners.
. Supported the system administration staff in the migration from Novell
NetWare and a Windows 3.11 environment to a Windows NT and Windows 95
environment
U. S. Army, A CO 32nd Medical Logistics, Operations Supervisor
Fort Bragg, NC Jun 1997 -
Jan 1998
. Maintained and installed computer software (WIN95, MS Office 95/97,
GroupWise) and hardware (network cards, modems, printers, memory) for
the company and the battalion staff.
. Assisted the system administrator in maintaining a Novell LAN.
. Operated and maintained a mobile communication/computer DEC system
that requisitioned medical supplies for the entire southeastern
portion of the U.S. Army's military territory.
EDUCATION
- Associates of Arts Degree, City College of Chicago, Chicago, IL. Attained
degree in Darmstadt, Germany.
CERTIFICATIONS
- Microsoft Certified System Engineer (MCSE), Microsoft Certified
Professional (MCP) Attained Jul 2002
- COMPTIA Security+ (COMP10460127) Attained Aug 2010
- COMPTIA A+ (COMP10460127) Attained March 2001
- ITIL Foundation Attained July 2014
TRAINING
- Completed United States Environmental Protection Agency LAN System
Administration courses.
- Completed Novell Netware 5 and LOTUS NOTES database Administration
courses.
OTHER INFORMATION
Attained clearance in October 2009, still active.
REFERENCES
Bill Oldham 919-***-****, USEPA, (formally LM CTM) RTP, NC)
Brian Stitt, 919-***-****, USEPA, (formally LM Lotus Notes DBA) RTP, NC
Felecia Hodge 910-***-****, Service Desk Admin, J6, FORSCOM HQ, FT.
Bragg, NC
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