Technical Support Help Desk

Vonnetta Y. Sloan Cell: 404-***-****; Home: 678-***-****

**** ******* *****, *******, ******* 30349 **************@*****.***

Solutions-oriented, highly motivated, and ready to leverage strong technical training and adaptability to excel in a Technical Support Analyst role. Skilled at orchestrating optimal match between business objectives and solutions to meet short- and long-range goals. Successful history of maintaining enterprise-wide software, upgrading applications, and implementing modules. Talent for grasping new technologies and configurations, and adapting to new or evolving situations. Core competencies include:

Business Analysis / Process Orientation

Configuration, Testing, and Implementation

Technology Deployment

Security Administration

Integration, Installation, and Support

Diagnosis, Troubleshooting, and Repair

Problem Resolution

Resource Management

Technical Proficiencies:

Operating Systems: Windows Server 2003, Windows XP, Vista, 7 & 8, Unix

Network/Protocols: Local Area Network (LAN), Wide Area Network (WAN), Juniper SSL Virtual (VPN), TCP/IP, DNS, DHCP, WINS

Software: Microsoft Office 2010 Professional, Microsoft Exchange 2007, Blackberry Enterprise Software, Microsoft Dynamics Great Plains, Microsoft Retail Management System (POS), Salesforce CRM, Crystal Reports, Docupace, and ImageNow

Hardware/Systems: PC configuration, printers, scanners, hand-held wireless devices, tablets, switches, routers, hubs, and phone systems (VoIP)

Tools: McAfee/Symantec Antivirus, Symantec Ghost, Onyx, Track-IT, Peregrine, Remedy, Clarify, ServiceNow

Professional Experience:

AIG Advisor Group, Atlanta, Georgia, August 2011-September 2015

Technical Support Analyst

Gathered requirements from user feedback and then disseminate to Development teams

Trained clients on Salesforce CRM interface, report usage, and other software

Managed user settings and delegate team responsibilities

Analyzed security settings for daily use

Created user accounts for website usage

Provided technical support to financial advisors and administrative personnel

Requested issue resolution with sponsor companies, clearing partners, vendors, and partners

Documented problem management database for routing to the appropriate technical support team

Implemented Quality Assurance for software updates

Contributed in occasional User Acceptance Testing (UAT)

Huber Engineered Materials (Roth Staffing), Atlanta, Georgia, May 2010-April 2011

Technical Support Specialist

Gathered and assigned requirements for User Hardware and Software setups

Implemented the project plan based on Team and Individual Task

Assisted in completing special projects coordinated by the IT Director and Help Desk Manager

Consulted with users by telephone, desk side assistance, and/or remote desktop assistance

Provided high-level networking support for various types of internal users

Performed hardware troubleshooting and repair on desktop and portable equipment

Maintained warranty service work for software vendors

Created and maintained user documentation, procedures and libraries for installed products

Monitored patches and upgrades for PC/server via Microsoft Windows Server Update Services (WSUS)

The Woodruff Arts Center, Atlanta, Georgia, April 2007-March 2010

Hardware Support /Interface Analyst

Provided high-level support for network users via telephone, desk side assistance, and/or remote desktop assistance

Performed hardware troubleshooting and repair on all desktops, laptops, and handheld devices

Administered MS Exchange, Blackberry Enterprise and Active Directory

Provided application support for MS Dynamics Great Plains, MS Retail Management System, and ImageNow

Maintained user documentation, procedures, and libraries for installed products

Created software training guides

Monitored patches and upgrades for PC/server

Center for Diseases and Control (TEKSystems), Atlanta, Georgia, June 2006-February 2007

Application Support Analyst

Acted as a liaison between end users and the development team

Gathered weekly and monthly call center statistics

Created Crystal Reports from analyzed data

Documented problem symptoms and status information

Performed daily monitoring of open cases using Peregrine

Provided 1st and 2nd level support to external users of several CDC web and client-server applications

Provided back-up support for the Secure Data Network Administrator with regards to administering digital certificates

AIG Technologies, Fort Worth, Texas, September 2004-May 2006

Lead Technical Support Analyst

Oversaw the implementation of the new Disaster Recovery Center Help Desk

Assisted in developing procedures and guidelines for the IT Staff to support 10,000+ users nationwide.

Provided problem resolution for software, hardware, and LAN connectivity

Performed daily monitoring of opened cases using Remedy

AIG Agency Auto, Alpharetta, Georgia, December 2001-August 2004

Product Support Analyst

Provided 1st level support for agents/brokers and marketing reps

Assisted in the testing, installation, training and support of software distributed by the company

Acted as a liaison between end users and the development team

Provided network training to help optimize the use of our products

Recorded problem symptoms and status information

General Electric Power Systems (CRG), Atlanta, Georgia, October 2000-November 2001

Technical Support Analyst

Provided 1st and 2nd level technical support for internal employees worldwide

Provided problem resolution for software, hardware, modems and connectivity issues

Created and reset passwords for various applications including Mainframe

Performed daily monitoring of opened cases using Clarify

HD Computer Solutions, Atlanta, Georgia, September 1999-October 2000

Help Desk Analyst/Team Lead

Developed and maintained database of corporate service logs

Scheduled incoming and outgoing service calls

Served as Primary contact for Service Engineers and Call Center

Related technical resolutions on printers, workstations and other related equipment to clients

Created weekly and quarterly service reports to clients

Provided in-house technical support to end users with database management

Instructed clients on how to setup and maintain local/network printers

Education:

Herzing University, Atlanta, Georgia

Microsoft Certified System Engineer Training

March 1999

Alabama State University, Montgomery, Alabama

Bachelor of Arts, English

May 1997

Certifications in Progress:

Information Technology Infrastructure Library (ITIL)

Salesforce Certified Administrator

References:

References are available upon request

Contact this candidate