April Prather

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

Spring Hope, North Carolina 27882

Phone • 252-***-**** Email • acxo62@r.postjobfree.com PROFESSIONAL SUMMARY

Information Technology Professional and Military Veteran with 20+ years of proven ability to be a corporate steward interacting and collaborating with multiple levels of management and diverse cultural audiences. Consistently achieved exceptional and measurable results while leading teams in a dynamic, fast-paced environment in both civilian and military capacities. Possess a comprehensive background in Maintenance Management, Operational Support, Training and Development derived from conducting domestic and global operations. Possess extensive knowledge in the installation, diagnostics and repair of peripheral devices such as printers, scanners, voice over IP (VoIP) telephones, and other Secure Communication Devices. Recipient of multiple awards for outstanding performance and professionalism in the United States Army. Career supported by CompTIA and over 630 hours of IT / IS Academic hours. Some of my top skills include, but are not limited to: Desktop Support, Adobe Standard, Active Directory, Exchange, VPN, and Microsoft Office and Office 365.

WORK HISTORY

Worldwide Clinical Trials IT Support Technician II Morrisville, NC Jul 2014 – Sep 2016

• Administration of software and hardware, providing IT support to over 1500 end users located globally.

• Demonstrated outstanding customer support skills; excellent communication skills, proactive/pragmatic in approach and work in accordance with the firm’s processes and procedures, using communications such as personal interaction, email, remote sessions, telephone and instant messaging to resolve approximately 15 tier 2/3 technical issues daily.

• Point of expertise for tier 1/2/3 technical issues, and various commercial off the shelf software including Microsoft applications and peripherals, and Adobe Standard.

• Provided input and insight during the hiring process of contract support staff.

• Provided ongoing training to nearly 10 support staff members. Create mini-manuals for more than 1500 non IT staff to use to resolve reoccurring, basic issues.

• Administered Active Directory, Exchange, Office 365 and SCCM to configure user and device accounts, maintaining group policies and network integrity.

• Investigated, resolved or escalated malware and viral infections and intrusions; insure that local devices have up to date virus/malware protection enabled. Trained end users on the necessity and methods of safe computing. Department of Veteran Affairs Information Technology Specialist Durham, NC Jan 2013 – Jul 2014

• Addressed and resolved hardware, software and network malfunctions within the main hospital and outlying clinics.

• Provided tier 1/2 resolution and support via onsite, email, telephone, instant messaging and remote sessions for more than 1000 end users.

• Supported teleconferencing technical issues for medical staff, allowing them to provide medical assistance to hundreds of patients in remote locations.

• Addressed malware and viral detections and escalated to required resources.

• Functioned as a local resource and point of expertise on Microsoft applications and hardware, Adobe Standard, and hospital specific programs.

Department of the Army Information Technology Specialist Various Locations Apr 2010 – Jan 2013

• Provided tier 1/2 resolution and support for hardware, software and network issues, via onsite, email, telephone, and remote sessions for over 500 users located at different units and military bases along the East coast.

• Addressed malware and viral detections and escalated to required resources.

• Functioned as a local resource and point of expertise on Microsoft applications, hardware and military specific programs to support ongoing missions and training.

• Provided ongoing training to support staff. Create mini-manuals for non IT staff to resolve reoccurring, basic issues. Nash County Health Department Systems Administrator II Nashville, NC Aug 2003 – Apr 2010

• Served as the Principal Systems Administrator for the health department’s 125 users by maintaining optimal functionality of servers, laptops, desktops and peripherals.

• Configured file backups and restorations. Installed, terminated and tested network and telephone lines at all of the health department locations as well as the local sheriff’s office.

• Created training manuals and instructed basic Microsoft classes. Created a scheduling and time off program for the health department staff, saving the health department over $50,000 annually. Created departmental forms using Adobe Standard.

• Functioned as the liaison between local staff and state IT technicians and vendors.

• Investigated, resolved or escalated malware and viral infections and system intrusions; insured that local devices had up to date virus/malware protection enabled. Trained end users on the necessity and methods of safe computing. Virginia Department of Corrections Senior Correctional Officer Brunswick, VA Oct 2001 – Aug 2003

• Assisted with the supervision, security and conduct of over 300 inmates.

• Assisted in the risk/needs assessment of offenders and provided input into their case and sentence management.

• Maintained a safe and secure environment within the facilities and transportation to and from other locations. STV Incorporated Network Analyst/Telecom Specialist New York, NY Jun 1999 – May 2001

• Provided telecommunication and data network support for nearly 500 end users.

• Responsible for installation, maintenance and backup of local PBX; functioned as the liaison between local offices and commercial telephone vendors ensuring optimum functionality.

• Investigated, resolved or escalated malware and viral infections and system intrusions.

• Created mini-manuals for non IT staff to resolve reoccurring, basic issues. Idamar Enterprises Network Analyst Newark, NJ Jun 1997 – Jun 1999

• Provided telecommunication and data network support for 50 end users.

• Investigated, resolved or escalated malware and viral infections and intrusions. US Army / US Army Reserve Information Systems Analyst Various Locations May 1989 – Jan 2014

• Performed lifecycle functions to include saving and transferring user profiles, removal of old systems, destruction of hard drives, and the installation of up to date systems.

• Investigated, resolved or escalated malware and viral infections and system intrusions.

• Provided telecommunication and data network support.

• Provided supervisory guidance to new or lower enlisted soldiers. TOOLS

Active Directory, Microsoft Exchange (2010/2013), Microsoft Share Point (2010/2013), Microsoft Office

(2003/2007/2010/2013/2016), Microsoft Office 365, Microsoft Skype for Business (2010/2013/2015), Microsoft Project, Microsoft Visio, Microsoft SCCM, Microsoft operating systems (Server 2008R2, 2012, Windows XP, 7, 8, 8.1 and 10), Citrix, XenApp, ADSL/Mobile broadband, configuration/support of smartphones (including but not limited to iOS, Android and Windows devices and mobile applications), Networking TCP/IP, Voice over IP (VoIP), Acronis and other imaging software, support of in-house, military specific, electronic medical records, and 3rd party software applications, Adobe Standard, CutePDF and other PDF editing software, Remedy,BMC Footprints Service Core, and CA Service Desk Management (call tracking software). Cat 3/5/6 cabling installation, termination and testing.

EDUCATION / CERTIFICATIONS

Comptia Security+ (2010)

CIO/G6 Netcom Information Assurance Fort Gordon, Georgia Aug 2010 Coursework: CompTIA Security+ certification

Joint Node/Warfighter Information Network Fort Indiantown Gap, Pennsylvania Mar 2009 Battalion Command Post Node Operator and Maintainer; IT Networking and Cisco Routing Coursework: Voice over IP (VOIP), CISCO network routing, security, configuration and communication security Certification: Cisco Call Manager 4.3

Avaya/Nortel Meridian Option 11C Global Knowledge Dec 2000 Certification: Meridian 1 Core Installation and Maintenance; Meridian 1 Option 11C Release 25 Installation, Maintenance, and Database; Meridian 1 Option 11 – 81C Release 25 Familiarization Computer Sciences School Fort Gordon, Georgia Aug 1998 Coursework: Microcomputer software, operating systems, software utilities, assembly/disassembly of microcomputers, data communications, local area networks (LANS), tactical LANS, problem solving structured design techniques, database system design and development (programming), error recovery, data security, Defense Message System, Information Technology Infrastructure Library (ITIL), computer configuration, operation and maintenance, and network configuration and troubleshooting Lehman College CUNY Bronx, New York 1993 - 1996

Credits Earned: 75 Semester hours Major: Pre-veterinary medicine/Biology Minor: English Academy of Health Sciences Fort Sam Houston, Texas Nov 1989 Coursework: Technical subjects include clinical chemistry, urinalysis, hematology, immunohematology, immunology, bacteriology, parasitology, mathematics, and safety

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