Manager Technical Support

Dianna Smith

**** ****** ***** *** ******, IN ***50 502-***-**** ********@*****.***

PROFESSIONAL PROFILE

Detail-oriented IT professional with 19 years of experience as a Technical Support Analyst and an Information

Systems Manager; skilled at operating in a wide range of platforms, also experienced in Human Resources

Management functions to include Interviewing, Compensation and Data Management. Excellent written and oral

communication skills, used to explain complex software issues in easy-to-understand term s.

TECHNICAL SKILLS

• Applications: Microsoft Office, Active Directory, Dame ware, McAfee Antivirus and Encryption, F5

VPN connectivity, Outlook 2010; Internet Explorer, Google Chrome; Service Now call taking software

• Extensive experience in Windows 7/XP operating systems, networking, desktop support, TCP/IP

Management.

• Windows-based operating systems used for installation, configuration, upgrading, troubleshooting and

repairing of desktops and laptops, partitioning and formatting hard drives, and maintaining hardware and

software.

EXPERIENCE

CompuCom Louisville, KY 2005-Present

Team Lead/Technical Support Analyst/FIS/IDI Plant Support

• Complies Metrics for data analysis

• Conducts team meetings and assist with training of new and existing team members.

• Resolves conflict between team members and the customer.

• Requests accounts for new team members along with delegating tasks for all team members.

• Creates documentation of processes for the team to follow that stays in the scope given by the customer.

• Maintains projects for the plant given by the customer.

• Ticket routing manager

• Responsible for escalations/expedites from the customer.

Cash Tyme New Albany, IN 1999-

2004

Manager of Information Systems

• Setup a 2 desktop network with a laser printer in busy locations to expedite customers

• Creation of an Access database for inventory tracking of all IT equipment

• Maintaining Home Office network, creating user accounts

• Provided technical support to all company personnel on a daily basis, problem solving, and providing

quick solutions to meet their needs.

• Over saw migration from DOS based to Windows based client software for all store locations.

EDUCATION

Sullivan University Louisville, KY

Dianna Smith

2411 Jacobs Drive New Albany, IN 47150 502-***-**** ********@*****.***

Bachelors in Business Administration, Computer Systems September 2014

Ivy Tech State College, Southeast Madison, IN

A.A.S. in Computer Information Systems, Microcomputer May 1996

Certifications ITIL v3 Certification, CompTIA A+ Certification, Dell, HP, and Lenovo Certifications

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