Helpdesk Support

ELIZABETH MAGRUDER

Raleigh, NC ***** • 703-***-****

*********@*****.*** • https://www.linkedin.com/in/elizabethmagrudertsc

IT HELPDESK & SYSTEM ADMINISTRATOR

Organized and reliable IT Helpdesk and System Administrator with more than 26 years of experience in increasingly senior IT roles, including System Administrator and Technology Support Coordinator delivering technical support to up to 250 users. Proven talent for coordinating complex logistics to maintain, upgrade, repair, and relocate large equipment inventories while minimizing disruption to business operations. Adept at collaborating with cross-functional teams to plan and execute ongoing operations and special projects. Exceptional trainer who facilitates the utilization of diverse equipment and applications by delivering clear and engaging deskside training and support. Expertise includes:

• User Support & Training

• System/Server Administration

• Inventory Management • Escalated Troubleshooting

• System Security & Permissions

• PC Imaging & Deployment • Mobile Device Management

• Telecommunications Systems

• User Account Management

TECHNICAL PROFICIENCIES

Support & Security Tools: Service Now, AirWatch, RoomTag, Microsoft Active Directory, Symantec Endpoint Protection; RSA SecurID administration and Windows 7 Bitlocker Encryption

OS & Applications: Windows, Mac OS, Citrix Applications, Microsoft Applications, Office 365, iManage

Servers: MS Exchange, Windows NT, Blackberry Enterprise

PROFESSIONAL EXPERIENCE

HUNTON & WILLIAMS, LLP 1993 – 2016

Technology Support Coordinator, Washington, DC, 4/2009 – 10/2016

Deliver comprehensive technology support and training for 250 users by troubleshooting, maintaining, upgrading, and deploying business applications and 1000+ pieces of equipment, including personal computers and handheld wireless. Facilitate utilization by providing deskside training and installation support of Citrix, by configuring firm email and RSA token code receipt on users’ personal iPhone and iPads, and by imaging equipment using SCCM OS. Minimize downtime or disruption to business operations by sourcing and securing alternative equipment for users.

Key Achievements & Contributions:

Ensure the rapid and effective resolution of technical problems as the escalation point for Helpdesk Coordinators, including documenting all resolutions in the tracking database.

Spearhead special operations, including managing the Blackberry Enterprise Server for 25 users and managing all 250 users’ cellular accounts.

Facilitated office relocation by achieving 100% inventory accuracy of 125 local and network printers, and by supporting six team members with computer and telephone setup, testing, and configuration.

IT Systems Administrator, Raleigh, NC, 11/1996 – 4/2009

Led one employee and system support operations to manage the maintenance and performance of 300+ pieces of network computer equipment, Blackberry Enterprise Server, and the AT&T Definity G3i telephone system. Supported and trained 90+ users on telephone and voice mail usage, Citrix, and related business applications. Resolved diverse equipment and system issues by troubleshooting desktop, software, and handheld wireless device issues, serving as the escalation point for complex problems. Executed software and equipment upgrades, deployment, and imaging using Symantec Ghost.

Key Achievements:

Sustained business operations with little downtime by coordinating repairs and carefully managing inventory to ensure the availability of primary and backup equipment.

Collaborated with the office manager to plan and execute an office renovation, including planning data and voice connection requirements for conference rooms, workstations, and offices as well as relocating 130 computers, 40 printers, and 90 workstations.

Began as an Applications Specialist/Trainer with Hunton & Williams LLP in 1993.

CERTIFICATIONS & TRAINING

MS Exchange Server 5.5 Administration Windows NT Server 3.51/4.0 Administration

AT&T Definity G3i Telephone System Administration MS Word 7.0 for Windows 95 and PC Docs Open 3.0

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