Savannah King

Jackson, MS *****

ad2fi7@r.postjobfree.com

+1-601-***-****

Summary of Qualifications: In my role as an IT Specialist, I resolve customer’s diverse needs with moderate and complex technical support to deliver optimal results and produce secure solutions that work. It is my goal to deliver the best customer service possible and to provide superior IT support that allows the OIT Department to consider IT a competitive advantage instead of an overhead cost. I served in the role of Implementation Manager for

Critical Switch Upgrade for 83 switches and Script Pro Pharmacy Automation Project. I worked closely with Tier 3 Network Engineers to maintain switch connections during upgrade. I also worked closely with Script Pro Vendors, and pharmacy staff to help install Script Pro Project. Provided Burial Schedule Display Kiosk Support. It is my pleasure to offer my experience special skills and abilities to give customers a delightful experience as I resolve their IT related issues. Work Experience

Divisional IT Help Desk Manager

The Salvation Army - Jackson, MS

September 2022 to August 2023

• Respond to divisional end-user requests by diagnosing and resolving problems that fall within a defined set of guidelines.

• Escalates more complex problems to other technical support teams and external vendors.

• Acts as the SME on matters where their experience and knowledge is pertinent.

• Provides support via phone and e-mail remotely from a central location.

• Provides leadership to the help desk staff to ensure end users are receiving prompt, courteous and knowledgeable assistance.

• Manages procedures related to the collection, prioritization, and resolution of end user help requests and ensures proper planning, forecasting, training and operational efficiencies occur.

• Knowledge, Skills and Abilities: Manages Divisional Help Desk Operations Ensures all issues are resolved to the satisfaction of the customer and within pre-defined service levels, including those issues which must be referred to another support organization.

• Coordinates and/or performs hands-on fixes including installing, imaging and upgrading software, installing hardware, implementing file backups, installing and configuring AV equipment, and configuring systems and applications.

• Assists in network setup and troubleshooting of LAN/WAN and VOIP telephony infrastructure.

• Assists in coordination of IT Projects as directed by IT Manager.

• Monitors and evaluates the performance level 1 technical support of HelpDesk operations.

• Provides appropriate feedback to support and develop the organization regarding frequency, impact, and nature of IT problems that affect our business community.

• Identifies, recommends, and assists in development and implementation of end user training programs to increase computer literacy and self-sufficiency.

• Oversees development and dissemination of job aids, usage guides, and FAQ’s for end users.

• Oversees installation and resolve adaptation issues.

• Oversees inventory of computer equipment, supplies, parts, cell phone, and software licenses; prepares quotes and requisitions for equipment.

• Tracks and analyzes trends in divisional HelpDesk requests and generates statistical reports (e.g., requests, problem type, post-implementation support, etc.)

• To eliminate the cause.

• Visit field locations periodically to inspect IT operations, perform upgrades, and suggest recommendations as needed.

• Oversees Customer Requests and Escalation Activity, Applies Policy and Procedure Knowledge, Applies Help Desk Tools/Utilities Knowledge, Coaches and Develops Others, Generates Reports, Utilizes Technology Knowledge, Manages Service Levels, Investigates Incidents, Manages Internal Relationships, Manages Details.

Office Manager

Jackson Hewitt Tax Service - Jackson, MS

January 2018 to April 2022

• Supervised tax preparers and made sure tax professionals prepared accurate tax returns for individuals and businesses using federal, state, local tax codes and see to it that clients receive the maximum benefit permitted under the law of government.

Prepares sales and use tax returns, business personal property returns, and unclaimed property, including processing payments and filing for all.

• Prepare simple to complex tax returns for individuals and businesses.

• Compute taxes owed by following tax code.

• Uncover potential deductions and credits.

• Advise against potential tax liabilities.

• Review financial records such as income statements and documentation of expenditures. Research various income, franchise sales and use, payroll and property tax issues.

• Ensure clients do not pay unnecessary taxes.

• Interview clients to get a thorough picture of financial situation.

• Consult tax law handbooks for especially difficult tax returns.

• Prepare tax returns using electronic filing software.

• Ensure a copy of completed return is provided to the customers. IT Technician/Systems Analyst (Part-time Volunteer Position) Community Outreach - Jackson, MS

May 2014 to April 2022

Supervisor: Niles Williams 601-***-****

• Good understanding of project management techniques, business process mapping, business process modeling, and business analysis.

• Configured, managed, and maintained network and troubleshooting network environment.

• Installed and performed minor repairs to hardware, software, peripheral equipment.

• Set up computer equipment for employee use, performed, and ensured proper installation of operating systems and appropriate software. Provided troubleshooting support for users with divers needs and maintained hardware and software from moderate to complex information provided.

• Core strength in gathering and maintaining hardware and software functional requirements, functional software and hardware specifications, System

Requirement/Interface requirements, user interface specifications documents.

• Experience in data analysis using MS Excel, SQL, installing motherboards, processors, configuring computer networking (IP configurations etc.), setting up hardware computer workstations for small corporate office network.

• Excellent presentation skills and skilled at facilitating interviews, workshops, and discussions. Information Technology Specialist (CUSTSPT)

Jackson VA Medical Center - Jackson, MS

October 2020 to January 2022

• Configured and installed Clinical Access Station (CAS): provided technical Cisco 2960-C switch bypass in base shell of Clinical Access Station (CAS) Telehealth cart

(Connected Codec to Ethernet Pull Reel, RJ45 Cat 6 line Coupler and disconnected switch from Cisco Catalyst 2960-C Switch to provide direct network access to PC and Codec. Maintained interfacing, troubleshooting networked medical equipment and VLAN configuration, and network security for telehealth CAS Cart.

• Implementation Manager for Critical 1 Network Switch Upgrade for 83 switches: Formulated plan as point for project and made sure all teams members were up to speed on what was expected. Worked with Tier 3 Network Engineers to ensure Critical Switch Upgrade was successful whereas when commands were sent to Cisco switches, I made sure switches were fully functional in the event of POE

(Troubleshooting Power over Ethernet).

• Entered commands to show switch detail to identify Master Stack, made sure all stack cables were fully engaged into switch and made sure each switch had dual power supply to maintain network connections. Conducted a walk through of facility to make sure that all switches were fully functional after switch upgrade and monitored off site facilities to make sure network was up and running.

• Resolved IO Cybersecurity Mgmt SIEM Tickets : Located rouge devices and in facility and took appropriate security actions.

• Studies documentation provided with new or revised software and taking appropriate to resolve complex and diverse technical needs of customers and install software such as OpenScape, Adobe Acrobat DC, 1VA Recalls, SPOT, and works with such programs as VISTA, CPRS.

• Maintained Microsoft Active Directory (MIM) for the specific needs of the enterprise environment by establishing user accounts and network security.

• Responsible for installation, configuration, troubleshooting, support, and maintenance of PC hardware, peripherals including desktop computers, laptop computers, scanners, modems and a variety of networked printers.

• Maintains and update system files necessary to control all aspects of system operations and access such as servicing users in the VA facilities with unlocking accounts, installing and repairing hardware, software, and updating user accounts.

• Repairs and maintains printers, installs fuser maintenance kits, inventory hardware

(monitors, computers, laptop computers.

• Document, researches, and plan for the integration of new information technologies such as identifying relative advantage, determining objectives and assessments, designing instructional strategies, preparing the instructional environment, and analyzing results and making revisions such as creating PowerPoint Presentations to illustrate plans and strategies that department can enforce to train fellow IT

Technicians to better serve VA Users.

• Contact users by phone, email, and remote troubleshooting to resolve customer issues such as installing scanners, adding printers to network by employing advance data collection and analytical skills to develop reports to improve and troubleshoot analysis so that customers receive excellent and speedy customer service resolutions to IT related issues such as software malfunctions, imaging laptops, computers, reassigning computers, laptops with the use of Maximo, creating work orders to install ports, switches, and setting up workstations for users.

• Updates users computer with the latest version of McAfee Antivirus Software, and follows all policies and procedures of Jackson VA Medical Center for the protection of computer systems, and networks from information disclosure, theft, damage, to hardware, software, electronic data as well as from the disruption or misdirection of the services they provide for users and Veterans.

• Collaborated with Script Pro Vendors and Pharmacy staff to help install robotics, software, where medication is packaged in vials, pouches, and blisters to prevent pickup errors with advanced will call management. Also the Script Pro Project helped to integrate robotics into pharmacy’s mail order and central fill where prescription. I had to install switch in IT Closet, configure IP address, set up VLAN for Pharmacy

Automation system. Had to lead collaborative discussions with Script Pro Vendors, Pharmacy staff. I provided technical support and troubleshoot issues associated with software, and pharmacy mail order software.

• Assist with circuit migration for CBOC (Community Based Care Clinics). I worked in collaboration with our business partner At&t to manage network circuit migration.

• Set up Burial Schedule Display Kiosk which required Windows 10 BSD baseline. Scanned system with dBAT and confirmed that the Baseline is Burial Schedule Display Kiosk. Moved the system’s Active Directory computer account. Located system in ou and moved system to NGL production ou. Cached account configured static IP network configuration and verified connectivity and launched AutoLogon.

•

PC Technician

Robert Half Technology (St Dominic Hospital) - New Orleans, LA September 2020 to October 2020

• Worked as team member within HP Printer deployment project at St. Dominic Hospital in Jackson, MS.

• Maintained accurate record of installation including but limited to quantities, serial numbers and asset numbers of installed hardware.

• Received equipment and racks on the dock, while completing all inbound quality checks. Escalate to lead with any issues.

• Participation in staging and integration of IT hardware

• Unboxing, organizing, asset tagging, inventorying new and returned printers/machines.

• Configured HP Printers

• Ensured customer delight with services provided.

• Maintained customer relations with divers technical and complex needs for adding printers to network and configuring network connections.

IT Help Desk Agent

Prime Tech - Clinton, MS

May 2017 to July 2018

• Analyzed, troubleshoot and resolved complex issues called into the Service Desk and issues escalated from Tier I serving as an escalation point and provided technical assistance to client base

• Responded to user requests for service and determined nature of support needed

• Resolved problems for clients via telephone, email, chat, and web sessions

• Investigated error messages and provide guidance to clients and internal users

• Configured, maintain and answer inquiries regarding computer software and hardware operations and maintained record of daily data communication transactions, problems and remedial actions taken, and installation activities

• Utilized and documented through tools provided in the Knowledge Base and other resources

• Prioritized cases for quick resolution and/or escalation to Development

• Researched technical issues and problems using all available resources including other staff, Knowledge Base, documentation, and Internet where appropriate

• Utilized remote control tools to access client computers and resolve issues (Bomgar)

• Conducted desk-side support as needed at client offices.

• Used the appropriate categories for logging incidents and requests.

• Created a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.

• Ensured the end-to-end customer experience and provide a single point-of-contact for the customer. Logged and tracked incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.

• Documented resolutions and updates self-help and staff knowledge bases. Pharmacy Technician

Walgreens - Jackson, MS

May 2005 to January 2013

Supervisor: Ceil Dixon

• Resolved pharmacy issues dealing with insurance adjudication and benefits coordination with InterCom Plus Computer Operating System.

• Analyzed all customer complaints, and concerns to identify potential problems and conflicts with the goal of reducing and eliminating defects of medication errors that could be harmful to patients.

• Scheduled pharmacy technicians with the use of Kronos time keeping system.

• Implemented projects in efforts to improve a positive satisfactory customer experience

• Dispensed medications under the supervision of pharmacist.

• Counseled customers on medications, use of medical equipment such as high blood monitors, diabetic monitors, Cholesterol Check etc.

Pharmacy Technician

Central MS Medical Center - Jackson, MS

May 2003 to May 2004

Supervisor: David Ready

• Filed medication requisitions for departments and laboratory and maintained floor stocked medications.

• Picked up medication orders and delivered medications to patient units and other areas of the hospital.

• Stored incoming pharmaceuticals in proper location. Cleaned and disposed of equipment and supplies.

• Assisted in the formulation and preparations of medications by filling orders pursuant to an order

(prescription), for review by pharmacist. Dispensed medications, filled unit does carts, prepared and restocked IV solutions.

• Prepared intravenous admixtures utilizing techniques in a controlled sterile environment according to computer generated and/or pharmacist approved formulation record including proper labeling and expirations dating. Prepared bulk

(antibiotic) drug admixtures. Followed guidelines of HIPPA, whereas patient information is kept strictly confidential.

Office Automation Clerk

USDA, FSIS Field Operations - Ridgeland, MS

September 2000 to July 2001

Supervisor: Dr. Burt

• Researched information regarding financial planning to achieve current industry/agency knowledge

• Reviewed and revised District Supervisor’s meeting notes, outgoing correspondence, and provided data modeling support for numerous strategic application development projects.

• Developed in-depth reports of weekly employee hours for payroll.

• Communicated professionally orally and in written communication keeping all files current, entered data into computer.

Temporary (Clerical and Sales Representative)

Kelly Services - Ridgeland, MS

Supervisor: Kelly Services 601-***-****)

• Worked temporary clerical assignments and one sales representative assignment whereas I serviced existing accounts, provided wireless phone customer service recommended changes in products and wireless services

• Contributed to team effort and success

• Maintained professional and technological office support to staff and internet technologies. Education

Associates of Computer Science in IT Technology

Everest University - Tampa, FL

2015

Associates of Pre in Pharmacy

Hinds Community College - Raymond, MS

2009

Bachelors of English in English

Jackson State University - Jackson, MS

2000 to 2001

High School Diploma

Jim Hill High School - Jackson, MS

1996

Skills

• Special Skills: Types 62 words per minute. Proficient in Microsoft Word, Excel, PowerPoint, and affluent in medical terminology. Strong analytical abilities, exceptional organizational and planning skills. Skilled at implementing project management processes.

• Ability to tactfully discuss difficult and sensitive topics, effectively relay technical information, and develop strong relations with employees and officials at all levels both within and outside of IT career field.

• Excellent teamwork skills with a strong sense of responsibility, accountability, reliability, and commitment.

• Working knowledge of Active Directory, Exchange and other Windows related technologies.

• PC Skills-Ability to remote into, view software list and determine differences between two systems. Ability to setup and train end user on desktops, laptops, and tablet functionalities.

• IT industry experience supporting Microsoft hardware and software-Windows 7 OS deployments and Windows 10 OS deployments.

• Technical Support

• Help Desk

• Network Support

• TCP/IP

• Operating Systems

• Software troubleshooting

• Computer hardware

• Communication skills

• Customer service

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