Shacondria Mercer

*** ******* ****** **.

678-***-****

ad25n4@r.postjobfree.com

OBJECTIVE

A position in which my professional experience, technical expertise, and educational background, in addition to having good work ethics, are all regarded as essential.

QUALIFICATIONS

In-depth knowledge of a variety of cloud platforms, software applications, virtualization, communication and collaboration systems, audio/visual systems, and

Office 365.

Excellent oral and written communication skills, including an ability to train users at various levels, from technicians to C-level executives.

Committed to improving business productivity and efficiency using technical solutions.

Skilled at working well both independently as well as with a team; proficient at building and maintaining positive, professional relationships.

Adept at working well in a fast-paced environment, under pressure, deadlines, and heavy work loads.

TECHNICAL COMPETENCIES

Active Directory, Windows 10, Microsoft Office Pro (Word, Excel, Access,

PowerPoint, Teams, Skype), Microsoft Intune, LogMeIn, Cisco Umbrella, Symantec

Endpoint Management, Ariba Spend Management, SysAid Ticketing System, ExacqVision

Client Camera System, WebEx Administration, Cisco AnyConnect, Cisco IP

Communicator, Jabber, Office 365 Support and Management, Communication and

Collaboration Solutions, Mass Computer Deployment, Company-Wide

Training/Documentation Development

PROFESSIONAL EXPERIENCE

Service Desk Technician

Softchoice, Norcross, GA, October 2021 - Present

Complete hardware and software requests using ticket system, from diagnosing issues and troubleshooting through to delivering a solution.

Provide quality customer support for all incoming contacts (via call, chat, email, or web ticket) for IT-related issues or requests.

Maintain meeting rooms and video conference equipment, provide training or hands-on assistance during key presentations or meetings.

Identify and escalate urgent / priority incidents as required.

Maintain in-depth knowledge of supported products and services.

System Analyst

National DCP, Duluth, GA, August 2020 – October 2021

Promoted to be a crucial technical resource responsible for working with users to determine needs, conduct functional assessments, designing effective solutions, and resolving business-critical issues with cloud and on-premise solutions.

Collaborated with Technical Support team members to properly manage customer inquiries and escalate when appropriate.

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Lead and designed technology transformation projects to include an Office 365 migration, integrating Chromebooks with Amazon Web Service Workspaces as a VDI replacement, and transitioning data from on-prem to OneDrive and Teams.

Worked with users to design and implement their information technology strategies relating to productivity software, hardware, networking, Office 365, secure user backup, anti-virus systems, and home networking infrastructures.

Developed SOPs and KBs related to various technology processes including data recovery, malware remediation, and standardizing the computer imaging and building process.

Key player in accelerated Windows 10 rollout to entire company using the

Microsoft Deployment Tool and responsible for hardware refresh, and preventative maintenance for all computers throughout the company.

Provided Tier 1 through Tier 3 support for users as needed, which includes VPN connectivity, password resets, hardware support, application support, and modern workspace designs.

Created user manuals and provided technical support sessions for end user productivity software such as Office Pro.

Developed exceptional relationships with co-workers, management and end users throughout the company.

Served as the lead for supporting several technologies which included: Active Directory, Office 365, Enterprise Mobility Management (Intune), Information Security, Unified Communications, OneDrive for Business, Microsoft Skype for Business, Microsoft Teams, and Amazon Web Services Workspaces.

Helpdesk Technician

National DCP, Duluth, GA, February 2018 – August 2020

Diligent Desktop Analyst charged with delivering Tier 1 and Tier 2 support for applications and a nationwide mobile tracking and logistics system, while collaborating with both team members on various technical projects for the company.

Provided front-line assistance to over 500+ users, including researching, resolving, and following up on tickets using the Nationwide SysAid ticketing platform.

Supported users in the operation of mobile devices to include Android and Apple devices using Microsoft Intune.

Maintain inventory of computers, laptops, printers, copiers, presentation devices, portable devices and software licenses for the company.

Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, installations, and maintained equipment inventory lists.

Helped to resolve software and technical questions for the users efficiently and effectively.

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Educator

Gwinnett County Public Schools, Suwanee, GA, August 2014 – December 2017

Instructing courses in the Marketing pathway.

Differentiating class work, group activities, instruction, projects, and tests for a diverse collection of learners.

Creating, evaluating, and adapting assignments to include literacy strategies and mathematics that increase real world application, while also contributing to the diverse needs of the school system.

Office Support Specialist

Gabriel’s Health Services, Inc., Albany, GA, December 2010 – July 2015

Provided hardware and software support for PCs, Macs, and peripherals.

Researched, documented, and processed electronic and paper documentation, based on guidelines determined by the governing body.

Adjunct Instructor

Everest College Phoenix, AZ, January 2011 – July 2014

Establish and maintain a professional working environment with students.

Teach assigned courses based upon the syllabus and the posted faculty expectations.

Provide feedback related to specific courses and program sequencing.

Senior Technician

Harris Professional Care, Albany, GA, December 2005 – December 2010

Installed, configured, troubleshot, and repaired company systems.

Designed system configurations.

Customer Support/Networking Specialist

Calltech Communications, Albany, GA, June 2003 – November 2005

Assisted clients in solving concerns regarding operating systems, networking, TCP/IP configuration, and internet connectivity.

Performed upgrades, software installation, driver installation, and software configuration through remote desktop access.

Trained employees on numerous areas and responsibilities such as system basics and best practices.

EDUCATION AND CERTIFICATION

Master of Science in Information Technology

Cumulative GPA 3.23, January 2007 – May 2008

Southern Polytechnic State University, Marietta, GA

Bachelor of Science in Computer Science

Cumulative GPA 3.31, May 2003 – December 2006

Albany State University, Albany, GA

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