Support Technical

Monique Coleman

**** ***** ***** ******, **** Raton, FL 33486, 561-***-****, ************@*****.***

EDUCATION:

Metropolitan State University - Bachelor of Science in Computer Information Systems

SKILLS:

Data: HTML, CSS, PHI.

Applications: Apache and secure FTP Microsoft IIS, VMware ESX.

OS: Linux Red Hat Enterprise, Windows Server Enterprise, Mac OS X.

Auto and remote monitoring: SSH, VNC, RDC

Security: Unix/AD authentication, certificates, general precautions.

Network: VPNs, wireless and Windows shares.

PROFESSIONAL EXPERIENCE:

MDVIP 12/2013 – Present

Information Systems Technician

To provide customer technical support (via telephone and email) for internal and external MDVIP employees and

physicians using IT enterprise service delivery platform.

Provides support to end users on a variety of issues.

Act an LAN administrator.

Identifies researches and resolves technical problems.

Experience with PC imaging.

Documents, tracks and monitors the problem to ensure a timely resolution using ITIL best practices.

Providing technical support on applications and infrastructure, to members, physicians and employees.

Receives all service requests calls on incidents. They can be received through phone, emails and walk-ups.

Prioritize incoming support requests and responds to users in a timely manner.

Utilize information resources to find answers and implement solutions to problems.

Provide hands on support on applications, desktop, notebooks and software support in person, by WebEx or by phone.

Use remote control software to troubleshoot end-users problems in a timely manner.

Maintains IT inventory lists.

Perform system administration functions including user account maintenance (create/activate/disable accounts, reset

passwords).

OS X and iOS configuration, installation and troubleshooting.

Chapa-De Indian Health Program 5/2013 – 12/2013

Information Systems Technician

Assists with hardware and software maintenance and technical support for Local Area Network (LAN) and VOIP

telephone system.

Responsible for supporting existing systems and implementing technology based solutions within Chapa-De Indian

Health Program.

Creates and assigns work tickets via electronic ticketing system.

Assists with technical expertise when troubleshooting, isolating and diagnosing common network problems within

Local Area Network (LAN).

Analyzes and resolves technical problems for end users.

Ensures licensing requirements are met for all agency software.

Administer agency email – create/delete accounts, troubleshoot and train.

Creates/maintains and monitors user accounts for all file servers and workstations.

Prepares, presents and/or coordinates computer, network and applications training for staff.

Conduct Information Security Training and Education with the Chapa-De workforce, as necessary in small group

sessions of new hires.

As directed, provide periodic Information Security reminders to the Chapa-De workforce regarding current virus

alerts, malicious software, e-mail scam, hoaxes, etc.

Sets up and adjusts audio-visual equipment for meetings.

Assembles, installs and configures equipment, monitors and peripherals such as printers and related hardware as

required.

Maintains knowledge of current technological developments/trends as related to duties. Provides IT support at two

remote locations.

Williams-Sonoma 9/2012 – 1/2013

Help Desk Analyst

Work with Service-Now ticketing system and troubleshoot hardware.

Perform Tier I (1st Tier) (on the phone troubleshooting end-user hardware and software issues received at Help Desk

via telephone, or voice mail).

Directly resolve or appropriately escalate user reported problems/issues.

Take control of customers systems remotely to analyze and correct issues.

Assist remote users with access problems including performing password administration.

Provide appropriate instructions to newly hired employees on accessing various customized software.

Ensure prompt, satisfactory resolution of issues.

Long View Systems 4/2011 – 6/2012

Systems Consultant

Single point of contact for all IT issues. Troubleshoot IT related problems, resolve tier 1 and 2 incidents.

Troubleshoot VPN, remote access, RDP, RSA, Citrix.

Support for all service requests and incidents, regardless of type of issue (including facilities).

Unlock and reset NT/AD user accounts.

Experience in hardware assembly and set up.

Provide support through various mediums – email, phone and chat tools.

Daily queue management including logging of all requests and tracking of tickets, utilizing tracking tool.

Meet or exceed defined metrics for high, medium, and low priority tickets.

Perform data collection and tracking of incidents that may be used for root cause analysis.

Responsible for assisting all customers with their questions about any of supported software and computing platforms,

in a professional and courteous manner.

University of Colorado, Denver, CO 5/2001 – 2/2011

Server Administrator

Coordinate and perform installations and configurations on Windows servers.

Maintain Windows and Linux server environments.

Work with senior counterparts to develop departmental server intrusion and detection devices.

Support operating and preventive maintenance requirements as related to the network.

Maintains the integrity of file backup and restores.

Troubleshoots and resolves PC/MAC hardware/software issues.

Maintains departmental organizational unit within active directory for user accounts, creates computer object

accounts.

Troubleshoot, repair, install, configure and maintain existing and new information technology equipment.

Identify effective and efficient work solutions to problems encountered.

Receive and deploy equipment. Develop, manage and maintain accounting of all loaner inventory equipment.

Provide computer and peripheral support.

Contact this candidate