Technical Support Active Directory
Resume:
CARMELLA TRODDEN
Cary, NC ****3
**********@*****.***
SUMMARY:
** **** ***** ******* ************* or in a group setting providing all facets of computer and telephony support such as troubleshooting, installations, maintenance, user file server data storage, network reservations, data restores, various account creations and modifications (AD and email) In-depth knowledge and understanding of numerous software packages and operating systems. Highly skilled
in providing customer and end-user desktop support.
TECHNICAL SKILLS:
Operating Systems: Windows XP, 7 and 10
Software: Microsoft Office, Exchange, Remedy, Heat, Remote Desktop, SMS, Landesk, Cisco VPN
Active Directory, Avaya CM, Modular Messaging, Avaya CMS, Taske Software,
Hardware: Dell and HP workstations and laptops, Dell and HP printers, Iphones
Security: Symantec Antivirus, Firewall and Encryption
CERTIFICATIONS:
HDI Desktop Support Technician - 8/2010
HDI Support Center Analyst – 11/2010
ITIL Foundation Certificate in IT Service Management Certificate # GR750069146CT - 9/5/2013
EXPERIENCE:
Desktop/Telecommunications Specialist II
October 2006 to Present – Lahey Health and Medical Center, Burlington, MA
Desktop
Provide second level support for applications and hardware on Windows XP and Windows 7 for approximately 3,000 users
Resolve LAN\WAN related problems with users over the phone, in person or using LANDesk Software through remote control
Image, install, modify and relocate all desktops, laptops, printers and tablets with Windows XP and Windows 7 and other Lahey specialized software
Complete and update all necessary documentation using the HEAT and Remedy software
Responsible for making sure that all SLA’s are completed within specified time frames
Actively participate in project management with upper level executives to plan out current and future projects. Responsible for accurate project details, timelines and assigning staff to specific tasks
Train, mentor and assign new hires and lower level support staff work tickets based on their skills and experience
Responsible for recognizing and identifying potential areas where existing policies and procedures require change
Telecommunications
Project leader for 10 telephony conversions from Merlin and Nortel systems to Avaya GS Servers
Designed Automated Call Distributions (ACD) telephone conversions and decreased abandonment rate by 10% at all 10 locations
Administrator for Avaya Call Management Software (CMS), Taske and AES servers
Generate daily, weekly and monthly metric reports for multiple call centers using CMS and Taske software
Administrator for Avaya Contact Recorder and Quality Monitoring
Install and configure Avaya 1X Communicator and 1X Agent on remote computers
Configure additions/deletions/changes in Avaya telecommunications support requirements, e.g. Auto Attendants, vectors, voicemail, and VDN’s
Provide second and third level support for all telecommunications service requests and problem incidents using Avaya Site Administration 5.2 and 6.0 and Avaya Communications Manager within established timeframes
Maintain an accurate inventory of all voice network hardware, software and electronics that comprise the voice network
Technical Support Analyst III
6/2001 to 8/2006 - Lincoln Financial, Concord, NH
Responsible for Windows 2000 rollout for 2,500 users in three locations, NH, NC and NE
Troubleshoot and resolved system/network related problems from other locations over the telephone or using remote software (SMS)
Created and maintained users accounts in Active Directory and Exchange
Train users on new and existing software
Member of the Disaster Recovery team as Desktop Engineer
Involved in the network conversion from Token Ring to Ethernet
Created and maintained IT hardware assets
Designed and maintained a Frequently Asked Questions (FAQ) website for all internal users
Network Administrator/Information System Instructor
Aavid Thermalloy, LLC Laconia, NH
Troubleshoot and resolve system/network and technical support to users in a mixed Unix/Windows NT network environment at the Laconia\Franklin\Toronto Canada facilities
Created and maintained user accounts in both Active Directory and Exchange
Implemented NT Servers at remote locations
Executed a companywide computer upgrade program with a sizeable quarterly budget
Managed the IT Help Desk personnel on 1st and 2nd shifts
Wrote and trained 700+ office and manufacturing employees on all Microsoft Office Products, Eudora and Windows 95 and Windows 98
EDUCATION:
University of Southern New Hampshire, Manchester NH
Bachelors of Science Degree in Business Administration – June 2004
Delta Mu Delta Honor Society GPA 3.51
Northeastern University, Boston, MA
Associate Degree in Marketing – May 1994
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