Desktop Support Team lead

Candi Temples

**** ****** ****, ******** ** *****

Cell: 336-***-**** - acz36m@r.postjobfree.com

Career Overview

Distinguished technical career with track record of innovation and success. Multifaceted IT professional with experience in systems / network administration, software, hardware, and network support operations, troubleshooting, hardware / software installation, problem analysis and resolution, project management, and customer service. Possess knowledge of existing IT methodologies, with the ability to apply them to attain competitive performance goals. Proficient in conducting end-user interviews to identify requirements and problems and assist in shaping custom solutions. Tenacious, quick-thinking problem solver with the ability to correlate diverse, incomplete, or contradictory information to produce rapid and effective results. Qualifications

Comptia A+ Certified Troubleshooting proficiency

MCP - Microsoft Certified Professional Vast technical knowledge Novell Netware CNA IT Solutions Implementation

Proficient in all MS Windows Operating Systems Network Connectivity Troubleshooting Extensive knowledge of iPhone, iPad, & Blackberry User Account Administration devices Print Server Administation

User Training and Support Project Management

Work Experience

Campus IT Support Specialist

May 2015 to Present

Virginia College/ECA Colleges Corporation - Greensboro, NC Responsibilities include providing technical and problem resolution support for campus administration staff and student computers, communication systems, local server, wireless and wired network, routers, and firewalls. Additional duties include supporting other campuses remotely that are owned by ECA, ordered all computer and communication equipment, liaise with vendors, and serve as primary resource for onboarding new employees, as well as, termination of an employee.

• Serve as primary technology resource for business continuity planning and testing as well as primary resource for actual emergencies such as server or network being down.

• Perform all required logging and incident documentation required for proper analysis and follow-up.

• Perform activities with regard to security systems such as the badge access system and camera surveillance system.

• Serve as primary backup resource to corporate resident Microsoft System Engineer for server maintenance to include upgrades and patches.

• Perform on-site analysis, diagnosis, and resolution of all computer/communication systems and network.

• Participate in various IT projects that are particular to my campus and also with other campuses when needed.

• Participate in weekly team meetings as the IT representative for the IT steering committee for my region and hold weekly meeting with the Campus President.

• Responsible for creating training material and holding training classes for Office365 applications such as OneDrive for Business, OneNote, using Excel and Word online, etc. Technical Services Specialist II

October 2013 to May 2015

Ashley Furniture Industries - Winston-Salem, NC

Responsibilities include providing technical and problem resolution support for the company computer and communications systems for internal and external customers. Additional duties include supporting the company computer security policy and perform support procedures, and assisting in the improvement of the company computer support procedures and other company/departmental policies and processes. Analyze and evaluate customer issues in the areas of Microsoft operating systems, IBM Client Access, Office, and other software programs, PC workstations, laptops, and servers. Correct the problem and/or provide training and explanation as appropriate.

Perform all required logging and incident documentation required for proper analysis and follow-up. Perform troubleshooting procedures and installation processes in collaboration with technical hardware/software /network suppliers, and peers.

Install and test software programs and hardware components to completion. Maintain the systems to required level of update, availability, performance, security, and reliability. Create and maintain training documentation and instruct internal and external users in the course of system support.

Active Directory user and print server administration Client Systems Specialist

June 2012 to April 2013

Volvo IT via CRG - Winston-Salem, NC

Responsible for IPhone/IPad and various other mobile Smart phone hardware/software troubleshooting and responsible for troubleshooting mobile device communications with Mobile Office 4.

• Distributed applications and/or upgrades via SCCM and assisted with troubleshooting when it did not work properly.

• Specific project duties included assisting in a mass distribution of new laptops with an upgrade to Windows 7 to all remote users within the company and assisted with resolving any technical difficulties that remote users may have experienced

• Assisted with a company-wide upgrade of all network printers. Included physically installing new printer hardware, configuring IP information, and coordinating with all end-users. System Support Analyst

September 1995 to January 2010

GMAC Insurance - Winston-Salem, NC

Responsibilities include providing Hardware/Software PC support to over 1000 end-users including the installation, configuration, and networking of PCs, printers, laptops, etc. Additional duties included the installation of Microsoft Office products, all Windows OSs, SMS, Pointsec (encryption software), created company PC images and imaged PCs using Ghost.

Provided support to remote users who connect through a VPN tunnel via Nortel's Contivity Client including troubleshooting connections through ISP providers, dial-in, and Verizon Cellular cards. Responsible for documenting various software installations, problem resolutions, backup and restore instructions for end-users.

Lead various projects such as the implementation of Microsoft Exchange and Outlook client on all end-user PCs. Specific project duties included migration of user mailboxes; development of a training platform that was accessible throughout the US via a wireless connection; design, implementation and maintenance of the team's website; development of an enterprise-wide survey; and leading the team in the resolution of various issues that impacted end-users on a daily basis. Lead various new equipment mass implementations in Field Offices across the US. Education and Training

Certificate : Eighteen month Computer Technology Program, 1994 ECPI College of Technology - Greensboro, NC, USA

Accredited by the Accrediting Commission Career Colleges and Schools of Technology

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