Melinda N. Edwards-Smythe

Email: acxt70@r.postjobfree.com

A results driven technical professional, with extensive experience in the implementation, administration and support of IT infrastructure. Expertise in implementing, supporting, documenting and troubleshooting varied client infrastructures with a proven ability to diagnose complex problems and deliver effective solutions.

Skilled in training and supporting end users and technical staff. Expertise in PC and MAC repairs. Diagnostics and a high level of communication skills and customer service. Action oriented and motivated to do what is best for the customer and the team, often anticipating and adjusting for problems and roadblocks. Ability to make decisions quickly, sometimes under tight deadlines and pressure. Proven success in team environment and performing multiple activities simultaneously.

Technical Expertise

Systems Windows Server 2000, 2003, 2008 & 2012, Windows 7, 8 & 10, Mac OS X, IOS Hardware Sonicwall Firewalls & CDP backup devices, Cisco Routers and Firewalls, Cisco

& Netgear switches, Dell and HP workstations and servers, Printers. Software Microsoft Exchange 2000, 2003, & 2007, VMware, Hyper-V, Symantec Antivirus

& Endpoint Protection, Symantec Backup Exec, Retrospect, Shadow Protect, Veritas Backup Exec, Backup Assist, Microsoft Office Applications up to 2011, iLife, iWork, Apple Pro Apps, IT Systems Management Software-Kaseya, NOC and Connectwise.

Networking DNS, DHCP, TCP/IP, VPN, FTP

Professional Experience:

Atlantic IT.net, Somerset, NJ March 2016 – Present Technical Client Advocate/Support Desk Lead

• Drive sustainable support to the service desk through the creation of training tools, organize, coordinate and assign support activities, set work priorities, design and administer training, coach and provide evaluations that works to build a team with a vision to serve our clients and meeting their business objectives

• Develop and maintain a new staff orientation/training work tool.

• Identify support staff needs and recommend suitable training opportunities that seek to create a team that will effectively accomplish our objectives.

• Serve as escalation point and information resource to the support desk.

• Identify issues with customer service standards, through the support desk, and provide coaching that highlights our focus of client satisfaction.

• Review support tickets and assign relevant staff to complete

• Ensure verbal and written communication to our clients in meeting the standards of the support desk and organization.

• Have total responsibility for ensuring complete resolution of client requests in a timely manner.

• Identify significant client issues and provide one-on-one client satisfaction in alignment with our mission statement.

Atlantic IT.net, Somerset, NJ February 2015 – February 2016 Support Engineer 1

• Implemented & supported over 60 Microsoft Windows Server based networks

• Responsible for supporting, maintaining and securing the networks of a diverse client base ranging from manufacturing firms to retail and hospitality organizations

• Provided technical support for more than 1000 client PCs and 100 server machines

• Implemented and maintained networking equipment and network security

• Provided second tier support to end users and to other technical support representatives

• Trained and supported other technical team members in varied technical infrastructures

• Developed backup policy to ensure no customer data is lost across 60 diverse networks

• Provided basic technical desktop support to clients troubleshooting Windows and client machine application related issues

• Configured and monitored client backup solutions

• Performed regular maintenance on client systems

• Build, install and configure PCs, peripherals and servers

• Perform data migration to new machines

• Document procedures, customer networks and user guides

• Active Directory and Microsoft Exchanged

Apple Inc. Edison, NJ. July 2013 - February 2015

Genius/Mentor/Genius Trainer

• Provide frontline customer support for at the Genius Bar, including hardware and software troubleshooting, diagnosis, and basic customer product training.

• Share information and provide service and solutions that continuously enhance the customer experience.

• Provide Genius Bar customers with all options and solutions available to resolve their technical issues.

• Demonstrate familiarity with internal and external resources for customers who want to increase their technical knowledge.

• Troubleshoot and repair Apple hardware and applicable software products.

• Provide ongoing technology feedback and support to store team members.

• Provide additional support and service within the service and training environment as developed.

• Provide information team members need to do their jobs and make accurate decisions.

• Maintain Apple standards at all times

• Provide and facilitate training for newly hired employees on how to troubleshoot and repair software and hardware.

• Provide ongoing mentorship in store to newly hired employees and my peers. Atlantic IT.net, Somerset, NJ July 2010 – July 2013 Support Engineer

• Implemented & supported over 60 Microsoft Windows Server based networks

• Responsible for supporting, maintaining and securing the networks of a diverse client base ranging from manufacturing firms to retail and hospitality organizations

• Provided technical support for more than 1000 client PCs and 100 server machines

• Implemented and maintained networking equipment and network security

• Provided second tier support to end users and to other technical support representatives

• Trained and supported other technical team members in varied technical infrastructures

• Developed backup policy to ensure no customer data is lost across 60 diverse networks

• Provided basic technical desktop support to clients troubleshooting Windows and client machine application related issues

• Configured and monitored client backup solutions

• Performed regular maintenance on client systems

• Build, install and configure PCs, peripherals and servers

• Perform data migration to new machines

• Document procedures, customer networks and user guides

• Active Directory and Microsoft Exchanged

Remtek Computer Systems, Pottstown, PA January 2008- June 2010 Senior Level Technician

• Provide onsite labor and technical support to clients in the Entertainment, Hospitality, Retail, and Petroleum industries.

• Design, install, maintain and upgrade small home office network, server, workstation, printer and pc.

• Own and carry standard tools and test devices used in troubleshooting and repair of hardware.

• Swap defective equipment with replacement equipment using return to service documentation as required by individual client.

• Provide technical support for MAC clients.

Biznneed, Bronx, NY June 2005 - January 2008

PR and Marketing Executive (Part-Time)

• Building relationships with a range of stakeholders, e.g. customers, suppliers and colleagues

• Developing advertising opportunities (placing adverts in national, regional and specialist publications or on the radio, depending on the organization and the campaign)

• Writing executive bio and building web content

• Managing the production of marketing materials (leaflets, posters and flyers)

• Writing and proofreading copy and liaising with designers and printers

• Arranging for the effective distribution of marketing materials

• Maintaining and updating mailing databases

Greentree Sales, Copiague, NY March 2006-December 2006 Service Field Representative

• Maintain inventory levels by working closely with the Inventory Management Associate to ensure orders are being placed.

• Conduct 5 minute PK training store associates

• Implement merchandising special projects ( e.g. cut-ins, promos)

• Replace missing and damaged labels (pricing, clearance)

• Assist/monitor map execution (cross merchandising)

• Inspect R.T.V.‘s, refurbish product, obtain supplier RGA

• Reset Merchandiser ( POP implementations, uses Plan-O-Gram for merchandise setup or relocation)

• Meet with The Home Depot Management daily to address and resolve any concerns/issues Represent the Green tree mission, share values and service standards to our clients and customers

Certifications

Apple Certified Macintosh Technician (ACMT)

Apple Certified iOS Technician

CompTIA A+ certification

Microsoft Certified Technology Specialist: Windows Server 2008 Network Infrastructure Configuration

Education

Lincoln Technical Institute, Edison, NJ May 2010

Networking Communication Information Systems

(Executive Directors List, Perfect 4.0 GPA)

Bronx Community College, Bronx, NY September 2002

Completed 50 credits towards Liberal Arts Major

References available upon request

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