Desktop Support Specialist Iii

Melody Gail Carpenter

***** *. ***** *. ******, Owasso, OK 74055

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

Desktop Support Specialist III

Results-oriented and accomplished technology professional with extensive

experience installing, configuring, troubleshooting, and maintaining

desktops, thin clients, peripherals, software, and devices. Expertise

communicating with end-users across functional areas to gather relevant

information regarding errors and issues. Capably lead design and

development of Visual Basic applications to automate routine process,

improve productivity, and support business operations.

Willing to relocate.

Areas of Expertise:

PC & Macintosh & thin client Troubleshooting / Problem

Computer Support Diagnosis

SW / HW Installation / Visual Basic Application

Configuration Programming

Interpersonal Communication VBScript, and DOS

Skills Testing / Debugging / Error

End-user Technical Support Tracking

Active Directory

Technical Proficiencies

Platforms: Windows XP / 7, Macintosh, Linux, VMware, WDS Server, Windows

Server 2008 Active Directory

Software / Event Viewer, Microsoft SharePoint, Microsoft Office 2010 (Word,

Tools: Excel, PowerPoint, Access, Outlook), VBScript, and DOS commands.

Commands, DBArtisan, telnet, Test Director, WinRunner, Imaging

Software

Programming Microsoft Visual Studio, Visual Basic 2008 / 6, VBScript, PHP,

HTML, SQL, C, C++

Hardware: PCs, Macs, Printers, iPads, iPhones, Thin clients.

Professional Experience

Oklahoma State University Center for Health Services, Tulsa, OK

Desktop Support Specialist III, 11/2001 - Present

Technical Scope: Thin Clients, Windows 7, Macintosh, Linux, VMware, WDS

Server, Windows Server 2008 Active Directory, SCCM, Event Viewer,

Microsoft SharePoint, Microsoft Office 2010 (Word, Excel, PowerPoint,

Access, Outlook), Dreamweaver, Microsoft Visual Studio, Visual Basic

2008, VBScript, PHP Web Programming, HTML, DOS Commands, PCs, Macs,

Printers, iPads, iPhones

Respond to incoming helpdesk tickets and gather additional information

from users. Install, setup, and troubleshoot software, hardware,

equipment, and devices; liaise with hospital technical support, network

administrators, and other colleagues to resolve issues. Create and

maintain Windows XP / 7 desktop images on VMware server. Configure

organizational units, computer objects, and printer objects in Active

Directory. Use VBS and AD tool to deploy software. Follow-up with users on

new computer installations to proactively address errors or problems.

Implement file and folder security.

Key Achievements:

. Effectively communicate with diverse end users with a range of technical

knowledge and experience, including physicians and residents.

. Diligently research error messages, verify IP address, subnet, gateway,

and TCP / UDP ports.

. Spearheaded development of Visual Basic application with user validation

to allow users to add, update, or view computer information in Microsoft

SQL Server database.

. wrote a VBScript to prompt the user for their usename, and then there

password.

. Wrote a VBScript to prompt the user for their use name, and then there

password.it then map's them to their home, Group and Shared drives.

. Wrote a .bat file, using DOS to map my customers to the their home

group and shared drives.it prompt's them at the end, for their

password.

. Developed automated processing using VBScript to delete patient images

on idle computers; implemented desktop icon for on-demand deletion.

. Collaborated with physician to create Web-based program to calculate

statistical information based on user input; used PHP and SQL back-end

database.

. Created detailed step-by-step "how to" documents for users and team on

various topics, including remotely accessing computers, deploying Thin

clients, and setting up printers; recommended uploading documents to

SharePoint site.

. Successfully trained five Desktop Support Specialists on processes and

procedures; provided assistance to complete complex tasks.

. Eliminated six-week turn-around for installation of new printers by

keeping on-hand inventory.

. Recognized for outstanding accomplishments and consistently high

customer satisfaction with Oklahoma State University Pride Award.

IliffAircraft, Tulsa, OK

Developer, 4/2005 - 11/2006

Technical Scope: Windows XP, Microsoft Office (Word, Excel, Outlook,

Access), Crystal Reports, Visual Basic 6, PHP, HTML, SQL

Wrote code to update inventory, costs, part, and product tracking

application using Visual Basic 6 based on user requests and feedback;

tested and edited new forms prior to deployment. Maintained back-end

Access database, created queries, and designed Access and Crystal Reports.

Configured Active Directory group policies. Performed computer and

hardware troubleshooting and maintenance. Trained administrative staff on

Microsoft Word and Excel.

Key Achievements:

. Leveraged VB coding knowledge to reconstruct damaged or destroyed forms,

making significant contributions to allow company to remain viable.

. Developed MySQL database-driven Web site using PHP and Java Script

featuring comprehensive product list.

. Headed up the Desktop Support area of deploying thin-clients. Trained

the rest of the team on the process.

WorldCom, Tulsa, OK

Software Tester, 6/2000 - 3/2001

Technical Scope: Windows XP, Linux, Microsoft Office (Word, Excel,

Outlook), DBArtisan, telnet, Test Director, WinRunner, C, C++

Handled software testing for leading telecommunications firm. Developed

test procedures, tested Power Builder applications, repaired programs

build in C, and wrote C++ applications; alerted developer to errors /

issues. Wrote instructional documents for testing team.

Key Achievement:

. Effectively communicated with end users to identify and isolate

problems, implement changes, and perform thorough tests.

~ Additional experience as Help Desk Technician with Decision One and

Computer / Electronic Repair Technician with Decision One / Memorex Telex /

Telex. ~

Education & Credentials

Certification in Programming & Electronic Repair Tulsa Community

College, Tulsa, OK

Professional Development / Certifications: CCNA ~ Configuring Windows

Server 2008 Active Directory ~ Network+ Certification ~ Windows XP

Administration Certification ~ PHP Web Programming ~ Microsoft Access ~ A+

Certification ~ FCC License

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