IT Technical Support
Resume:
Christel McCrory
**** ******** **- *******, ** **228
Technical Summary
IT technical support professional with over 20 years of professional history in user training, office support, special projects, desktop support, tech support and networking environments, with excellent communication and presentation skills. Seeking to contribute training and office support and professional service. Works well independently, or in a team setting providing all facets of application support and desktop support such as troubleshooting, system configurations, installation and upgrades. In-depth knowledge and understanding of numerous software packages and operating systems; skilled in providing remote and internal user support.
Professional Experience
Robert Half Technology – Stockbridge, GA (April 26th-June 6th)
Tech Support Project (Contractor)
Worked onsite to assist with the setup and testing of client provided Cellular- connected Wireless networks and laptops and assist end user (students) with connecting to the provided network.
Unboxed and install wireless router/access points.
Documented any damage to container or product and fill out damage report.
Troubleshot any connectivity issues with laptops and router connecting to internet.
Communicated site activities via Clients SharePoint site; including router, onsite, set up completed, AM testing started, AM testing complete, PM testing started, PM testing completion for the day.
Assisted users with logging into, utilization provided laptops and accessing any testing software or required websites.
ARCADIS – Marietta, Georgia (2010-2013)
System Administrator-Desktop Support
Installed, upgraded, supported and troubleshot Windows 7 and Microsoft Office and any other authorized desktop applications.
Provided computer desktop support via telephone communications with
end-users.
Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
Assisted with planning computer systems upgrades, patches and system configuration, experience in deployment and migration.
Performed IT network research and other IT related activities as directed.
EDS/BellSouth-AT&T – Atlanta, Georgia (2005-2009)
IT System Support
Installed, configure, and maintain computer operating systems and application software.
Provided desk support in an Enterprise-wide network of 10,000 end-user workstations and web-site access.
Provided technical support and knowledge resources for external and internal customers; Configured, installed and support servers and desktop hardware and software.
Deployed application and OS updates to PC’s.
Performed administration on user accounts on the domain and network servers.
Built and maintained images for both desktops and laptops.
Installed and troubleshot Virtual Private Network (VPN) on laptops and desktops.
Supported RIM Blackberry hand held devices.
State of California Dept. of Insurance - Sacramento California – (2001-2004)
Sr. Desktop Support Analyst
Provided help desk support in an Enterprise-wide network of 5,500 + end-user workstations and web-site access.
Provided technical support and guidance through Tier III support.
Configured, installed, monitored, and maintained IT user’s desktop software and hardware.
Documented configurations and standards. Evaluated, maintained, modified, and documented desktop application packages. Developed end-user guidelines.
Installed and troubleshot Virtual Private Network (VPN) on laptop and desktop computers.
Received, logged, monitored, and processed trouble tickets in TrackIt Help Desk application software.
Planned and administered California Department of Insurance software and PC deployment projects. This included installations, physical moves, additions/upgrades, and/or changes to the computer equipment.
Coordinated change control management for hardware/software deployment and changes.
State of California Youth Authority - Los Angeles, California – (1994-2001)
Field Service Desktop Support Engineer/ Network Manager
Managed the Network Operation and Desktop Support for 11 field service sites in Southern California, this included 400 users. Responsible for all technical support activity that requires an on-site presence.
Traveled to customer sites to resolve technical issues that couldn’t be resolved remotely.
Supervised and directed a team of 11 Field PC Technicians across multiple locations.
Trained PC Technicians on new software application and PC hardware equipment.
Escalated issues as needed and managed process through resolution. Maintained data cabling and custom patching in wiring closets at assigned facilities.
Installed/configured network hardware equipment, print servers, mail servers, network file servers and back up servers in offsite locations.
Developed procedures to streamline processes and to ensure security and data integrity within the Department of Youth Authority.
Education and IT Certifications
Georgia Real Estate License – 2013-2014
University of Phoenix, Atlanta, GA – 2010-2013
Master in Business Administration
Microsoft University – Online Training - 2008
Microsoft Systems Certified Engineer (MSCE)
Dell Corporation – Online Training - 2005
A+ Certification, and DELL Certified Systems Expert (DSCE)
Southern University, Baton Rouge Louisiana- 1983-1989
Bachelor’s Degree in Computer Science
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