Donna Lynn Ladd

**** ********

BARTLETT, TN *****

901-***-****

OBJECTIVE:

Seeking an IT position that will utilize my years of experience as a Systems Administrator and an Operations Analyst.

SUMMARY

Experienced Help Desk Analyst with Network Administrator hands on various server and network hardware operating Systems. I am experienced with Microsoft Windows server platforms and network operations. I have utilized these technologies in various SMB environments to implement solutions that worked towards efficient operations of the business. I work well in a team or Self-managed and quickly gain understanding of new systems and concepts.

EXPERIENCE:

Operations Analyst May 2016-Present

Change Healthcare

The team project objective is to migrating 8000 user’s connectivity for Patient Billing and Patient Statements (PBPS) from Change Healthcare previous FTP server to a Secure File Transfer Protocol (SFTP) server. This transition is being made to the new SFTP server connectivity address in order to implement changes to prevent potential service disruptions. The SFTP server migration will also provide the most secure connectivity Change Healthcare has available for transmitting confidential data. Assist internal and external clients with resolving or escalating COMM / connectivity issues effectively. Accurately document and communicate case progress, resolution or escalation in applicable systems. Complete assigned tasks in a thorough and detail-oriented manner.

Escalate issues in a manner consistent with department protocol and management directions. Contribute to the growth and development of the support department by identifying any possible areas of needed improvement and adapting to change as directed.

Regency Homebuilders

Network Administrator March 2014 - January 2015

Regency Homebuilders, Inc., Germantown, Tennessee

Assisted with design and implementation of critical systems, software purchases and upgrades, and capacity planning. Coordinated with business executives, hardware Vendors, help desks, and contracted teams in a 24x7 availability environment. Daily task included working with Active Directory, Exchange, SBS Server (Windows OS). Performed server, network and software support for company as required. Supported Pad, and Android Tablets and smartphones.

National Computer May 6, 2013 December 4, 2013

Senior Help Desk Analyst,

Memphis, Tennessee

Ensuring help desk staff performs maintenance and repair on computer systems resulting in optimal equipment uptime. Part of a team project to decommission XP Workstations company wide. The XP clients were replaced with a thin client solution which increased processing power. The timely ordering of computer systems, software and peripherals with the vendor to ensure reduced associate downtime. Engineer Supported iPad, iPhone, and Android Tablets and smartphones. Managing inventory to maximize equipment availability, accountability and usage. Determining when performing hardware repairs on out of warranty equipment is warranted. Providing level 3 support of computer systems, by observation and testing of the associate's work process and implementing solutions based on those observations software. hardware, and processes to improve production or workflow. Supported audio visual and video conferencing equipment in company Auditorium. Configuration Manager. Monitor and maintain Software/Hardware Platforms Inventory of Data Center equipment and licensees. Troubleshooting issues submitted by the Service Desk through the Remedy software tracking system. computer software. hardware, and processes to improve production or workflow. Supported audio visual and video conferencing equipment in company Auditorium. Configuration Manager. Monitor and maintain Software/Hardware Platforms Inventory of Data Center equipment and licensees. Troubleshooting issues submitted by the Service Desk through the Service Now software tracking system of computer software. hardware, and processes to improve production or workflow. Supported audio visual and video conferencing equipment in company Auditorium. Configuration Manager. Monitor and maintain Software/Hardware Platforms Inventory of Data Center equipment and licensees. Troubleshooting issues submitted by the Service Desk through the Remedy software tracking system.

Network Administrator November 2000-October 2011

QSource, Memphis, Tennessee

Manages and maintains LAN/WAN connectivity and acts as LAN/WAN Administrator for Tennessee QIO (Quality Improvement Origination).

Manages network backups and restores, inventow hardware using Remedy Software. Supports Microsoft 2003/2008 servers and an Exchange 2010 server including audits and monthly maintenance. Oversees & Orientation training of new and existing staff in compliance with contract security and confidentially policies and procedures (FISMA/NIST, etc.). Document the controls in the system security plan. Monitor the security controls on a continuous basis.

Managed and implemented all network security initiatives in addition to performing routine administrative tasks. Provided Security Awareness Training for all employees. Implement security controls in appropriate information systems.

Setup new PCs and laptops to work with a very mobile work force operating in various states. Troubleshooting all issues submitted by the consultants from technology to regular Office functions. Also, assisted in preparations for an audit, performed research for consultants, updated company database as well as website and other office duties as need container of installation qualifications to maintain validation in compliance with Food and Drug Administration statues. Ability to explain technical details to who have limited knowledge in these areas Monitor and maintain Software Platforms: Windows 2003 and Server, Symantec NetBackup, Symantec Antivirus, Active Directory, Remote Desktop Connection Manager, System Center Configuration Manager. Monitor and maintain Software/Hardware Platforms Inventory of Data Center equipment and licensees. Troubleshooting issues submitted by the Service Desk through the Remedy software tracking system.

EDUCATION

(MCP) Microsoft Certified Professional

COMPTIA Network +

COMPTIA HIT HealthCare Information Technician

Associate of Applied Science, Microcomputer Technology

State Technical Institute at Memphis, Tennessee

ACTIVITIES & AWARDS

Member of the Memphis: ISSA (Information Systems Security Association)

January 1994 December 1996