Kari Mogensen

aczj04@r.postjobfree.com ** Angel Drive, Austin, AR 501-***-****

Objectives

To secure a position where I can utilize my technology, troubleshooting, organization, documentation, and communication skills in an environment with the potential to excel. I have 15 years’ experience in the technology field and am a quick learner who pays close attention to detail. I love learning new things and I’m good at documentation and record keeping.

Education

Arkansas State University at Beebe

Coursework in Information Technology, Microsoft Server 2003, Exchange Server, CISCO Courses, Computer Forensics, HTML/website design/Javascript/XML

Experience

Robert Half Technology Southern Glazers Wine & Spirits North Little Rock, AR

Contract Employee-Deskside Engineer November 2016-present

Imaging laptops and desktops

Providing desktop support to users

Supporting ipads and mobile phones

Printer support

Password reset/new accounts

Ordering equipment

Laptop/Desktop repair/virus removal

Use of CA Service Desk ticketing system, Absolute & LiveTime ticketing system

Use of tools to monitor the network-Solarwinds Orion and Cacti

Troubleshooting network issues/support of switches/routers/Lantronix/WAPS

Strategic Technologies Little Rock, AR

Contract Employee-Consultant Sept-October 2016

Monitored backup jobs on AS400

Monitored server room utilizing Avtech and PRTG Network Monitor

Communicate with customers

Assist customers in testing their backups

Testing the integrity of customer backups

Creating documentation for customers and the company

Working with various backup software creating backup jobs and monitoring jobs in Veeam, Backup Exec, Nutanix, Storegrid, Itera

Monitoring Shoretel software for phone systems

Build servers, set up equipment

Robert Half Technology Little Rock Air Force Base, AR

Temporary employee for project setting up equipment for standardized testing for K12 Students, contracted by Virtual Technologies Group (April 2016)

Setting up cradlepoints, proctor machines and student laptops

Providing technical support for students and teachers during testing

Baptist Health Medical Center Little Rock, AR

Temporary employee via GDH Consulting December 2015 to January 2016

Helpdesk support, utilizing ServiceDesk/Landesk

Taking incoming calls for customers, allocating tickets, solving technical issues

Knowledge of various EMR software/HIPAA compliance

Center for Toxicology and Environmental Health North Little Rock, AR

Temporary employee via GDH Consulting (September 4-15tth)(Completed the short term contract)

Setting up equipment

Helpdesk support, utilizing Redmine ticketing system

Taking incoming calls for customers, allocating tickets, solving technical issues

Working with Printers, maintaining an inventory software, Active Directory, Network Shares, supporting Windows 7 and 8 machines, as well as some Macbooks. Phone/tablet support.

Supported users in Office365 environment utilizing Active Directory and Exchange in Office 365.

ABC Financial Sherwood, AR

Desktop Support Admin ABC Financial December 2014-July 2015 (laid off)

Setting up zero clients and laptops and imaging machines using Microsoft System Center 2012 R2

Helpdesk support, utilizing Microsoft Dynamics CRM

Service Desk-taking incoming calls for customers, allocating tickets, solving technical issues

Working with Printers, proprietary software with custom setups, permissions, SharePoint permissions, RSA Tokens, WASP inventory software, Active Directory, putty, Account Lockout Status tools, Network Shares, Interaction Client calling software, System Navigator, Windows Server 2012, Windows 8.1, Windows 7 Enterprise, and testing Windows 10.

Worked in an Office 365 sandbox environment to learn how to support Office 365, rolling out accounts to IT department test users.

Technical Customer Support

Troubleshooting

Exchange Server 2010/Office 365 Exchange Online services

Active Directory Server 2012 and Office 365 Active Directory services

Configuring Outlook for customers

Client First Staffing Little Rock, AR

Temp position at ABC Financial December 2014-March 2015

Setting up zero clients and laptops and imaging machines using Microsoft System Center 2012 R2

Helpdesk support, utilizing Microsoft Dynamics CRM

Temporary position helping distribute new equipment to new users as a temporary project for some new companies they acquired.

Stephens Inc. Little Rock, AR

Electronic Communications Specialist September 2013 – Aug 2014

Supporting Exchange 2010 and migrating the company to Exchange 2013.

Support of OWA/Outlook for end users.

Support of Lync 2013.

Support of HyperV machines

Support of eCopy (Faxing/Scanning solution for entire company)

Support of FaxPress software. Assisting with user account creation

Responsible for creating and saving monthly HIPAA reports

Support of Active Administrator (Quest Software), a tool that monitors Active Directory

Responsible for creation and maintenance of Group Policy for the company

Use of tools such as SpamSoap, Barracuda, and ZL Technologies.

Responsible for documentation of all procedures for our department.

Use of Bomgar to remotely support users/eCopy systems.

Responsible for patches/rollups for Exchange, Active Administrator, FaxPress, Spotlight on Exchange, Spotlight on Active Administrator. Working weekends to perform updates to systems.

Technical Customer Support

Troubleshooting

Exchange Server 2010

Active Directory Server 2012

Built new 2013 Exchange servers and CAS servers utilizing Hyper-V

Configuring Outlook for customers

Allied Technology Group Little Rock, AR

Consultant July 2013 – September 2013

Supported a variety of clients via ticketing management software Connectwise and Labtech, including several banks and other clients with various applications, troubleshooting technical issues, creating and deleting accounts, unlocking accounts, supporting various issues, such as phone, printer, pc issues, along with support for all various applications including, but not limited to: Office 2010 Professional Plus, Windows 7 Professional, Windows Server 2008 and 2012, SharePoint Server 2010, FIS Document Manager, iAquire, Lending Cycle, Precision, ADP, Card Wizard, Card Source, Cisco Call Manager, Barracuda Spam Filter, Websense, Shazam, Prosign, SQL Server, ShadowProtect, Solarwinds software.

Clinton School of Public Service Little Rock, AR

Project Manager/Technology Administrator July 2007– July 2013

Responsibilities include Tier II support, systems administration (2003 Servers, over 150 users)

Exchange 2003 Server administration and support (email forwarding, password reset, account lockouts)

Audio/Video editing and conversion software and equipment (MAC Leopard, Lion, Mountain Lion OS using Autodesk Cleaner, DVD Studio Pro, IMovie HD, and Final Cut Pro.

Responsible for all user account issues such as password resets, account lockouts, e-mail problems, and hardware/software problems.

Designed and created SharePoint Server 2007 Company Intranet for central communication and sharing of data.

Responsible for recording/video-taping special events and public programs

Responsible for creating DVDs of videos, editing and adding special effects

Responsible for all Computer Equipment inventory and software licensing

Responsible for creating and updating IT Department policies in compliance with state and federal policies, standards, and best practices.

Support Mac/Windows environment with use of VirtualBox

Responsible for Equipment check-out and set up of equipment for programs/presentations/classes

Maintain Toshiba MFP, which includes troubleshooting, communicating with vendor, and adding/removing user profiles for scan-to-email and adding additional features.

HTML/XML/website design for ITunes Podcast site

Technical Customer Support

Troubleshooting

Exchange Server 2010

Active Directory Server 2008

Configuring Outlook for customers and other mail clients such as Mail, Outlook 2011 for Mac, Thunderbird and some other third party apps.

Comcast Cable Communications, Inc. Little Rock, AR

Contract Network Administrator May 2007– July 2007

Responsibilities include Tier II support, systems administration (2003 Servers, over 250 users, Exchange 2003 Server),

Use of Remedy ticket support application

N-Star Door Alarm System

Honeywell Surveillance System

Managed 5 locations; Little Rock 4th Street, Shackleford, Jacksonville, North Little Rock and Gill Street locations

Performed all duties in regards to network administration, including but not limited to E-mail support, password resets, account lockouts, server management, monitoring of server performance, creating reports based on server performance, ordering computer equipment, communicating with hardware and software vendors, supporting call center message boards, supporting all call center users with pc/printer issues and account issues.

Analyzed Risks, including security risks pertaining to network security and physical security.

Analyzed compliance with software licensing, compliance with state policies, standards, and best practices.

Acxiom Corporation Conway, AR

System Analyst\Programmer 2006- 2007

Supported internal and external customer applications

Maintained clients computer software operating environments

Forecasted software needs, coordinated installments, and managed the software

Planned, Coordinated, and installed (and in some cases) administered new software packages, products, and upgrades

Began reconstruction of team website, organizing and updating documents, planned new design

Tracked developer code fixes using Source Forge

Performed software testing to ensure associates have a satisfactory software operating environment

Performed troubleshooting and remediated software applications and/or operating systems errors for new and existing software packages

Made changes relating to performance, tuning, and other modifications to present system and maintained current software and products by ensuring system availability and performance in accordance with service agreements

Used a variety of customized Linux-based programs to recreate original problems

Used various tools to access servers to retrieve job logs (Oracle and SQL clients)

Rotated On-Call, carrying pager for 7 days and responding to various issues

Utilized tools to view processes, flows; web-based GUIs to cycle and monitor servers

Hematology Oncology Services of Arkansas Little Rock, AR

Contracted Network Administrator\Consultant Summer 2006

Analyzed and designed network for new office location for 35 users

Determined hardware/software requirements and worked with vendors to obtain best possible deal including support and warranties

Worked with external entities to create inter-connectivity between various outside networks

Set up Active Directory tree structure (Windows Server 2003), and set up all users

Set up Exchange mailboxes for all users and worked with end users to ensure they utilized them properly

Implemented all workstations on network with custom configuration

Created Ghost images of custom workstation configurations

Documented all aspects of network design, as well as hardware inventories, and software licenses

Created office Intranet using IIS

Provided input for computer use policy an employee handbook

Monitored server performance, logs, and daily backups

Assisted end users with technical support (remotely when possible) for password resets, printer issues, security and permission issues, and other software or hardware problems

Analyzed Risks, including security risks pertaining to network security and physical security.

Analyzed compliance with software licensing, compliance with state policies, standards, and best practices.

Department of Community Correction Little Rock, AR

Systems Communications Manager-Central Office/Drug Court Intake Officer/Administrative Assistant I 2003-2006

Provided technical support for 1100 users in one position, and 25 in the other

Assisted in network administration for NT and Windows Server 2003 (AD) domains

Did troubleshooting on network problems and worked with network administrators to resolve

Responsible for workstations and peripherals (updating, software configuration, and hardware repair)

Created custom workstation images and maintained integrity

Worked with all vendors on warranties and software licenses, and equipment purchases

Performed workstation audits for unauthorized software from the computer usage policy

Recommended new hardware/software to IT Manager, as well as procedural changes and implementations

Worked with Purchasing on new IT acquisitions and tracking of all hardware/software

Worked with DIS (Department of Information Systems) on outages, mailbox management, and network related problems

Provided training to end users, as well as producing training media for each position

Worked with central office IT group on technical related problems

Maintained and updated detailed information in the agency’s eOMIS (Offender Management System) for clients entering into the Drug Court Program

Worked with the Prosecuting Attorney’s Office

Attended Circuit/Drug Court and maintained Drug Court docket

Created databases and maintained inventory of computer equipment, weapons and safety vests, and vehicles for Area 3 for 7 counties

Analyzed Risks, including security risks pertaining to network security and physical security.

Analyzed compliance with software licensing, compliance with state policies, standards, and best practices.

HTML/website design from company intranet/SharePoint Services

Skills

Over years 10 experience in the Information Technology profession

Microsoft Windows Server 2003/2000/NT configuration and support; DNS, WINS, DHCP; Active Directory; Exchange Server 5.5/2003

Network infrastructure configuration, design and support

CISCO Routing and Switching configuration and support

Experience with web design using Dreamweaver MX 2004, NVU and Adobe Photoshop

Experience in various remote access software such as WebEx, VNC, EBlvd, Remote Desktop

Experience with VMWare and Microsoft Virtual PC, setting up virtual servers/workstations for test environment, as well as maintaining some virtual servers in various settings.

HDI and ITIL Certified

Technical Skills Summary

OS and Apps: Microsoft Server 2012/2008/2003/2000/NT 4.0, Linux Red Hat 9, SUSE 10, Fedora Core 4, Mandrake 10, Live versions of Linux (Puppy Linux, DSL) Novell Netware 6.5

Microsoft Exchange Server 2003, 2007, 2010, 2013

Basic Website Development with Dreamweaver MX 2004, Creative Suites 5, NVU, FrontPage,

Symantec Ghost Enterprise, Microsoft Office 2000/2003/2007/2010, Office 365, Microsoft Windows 8/7/Vista/XP/2000/98, SharePoint Server 2003 and 2007, SharePoint Services 3.0, SharePoint 2010

Lync 2010 and Lync 2013

Service Desk, Remedy Ticket Application, Digital Measures Analyzing Tools,

Mac OSX Snow Leopard, OSX Lion, Lion Server, Mavericks, Keynote

Support of VirtualBox virtual machines, Hyper-V, VMWare

Mobile Device support including: Tablet and iPad support, Blackberry, iPhone, Windows Mobile 6.0 support, Android phone support.

Google Apps for Education including Chat, Documents, Sites, Postini Services.

OpenText FaxPress, Active Administrator 6.6, Active Administrator 7.0, Spotlight on Exchange, Spotlight on Active Directory

Virus removal, Hardware and Software installation and repair of Dell and HP laptops, Apple MacBook Pro and Apple iMac computers.

Networking: CISCO Routers\Switches, Terminal Services. Firewall set up (Firebox, WatchDog) SpamSoap, Barracuda Firewalls.

Technologies and Protocols: DSL, T1, LDAP, PPP, L2TP, PPTP, CHAP, SSL, FTP, DHCP, WINS, DNS, TCP\IP, RIP, IGRP, EIGRP, TCP, IPSec, SSL, NAT, POP3, NetBEUI, and Telnet.

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