Candace Fox

901-***-**** Memphis, TN ad2vlq@r.postjobfree.com

Focus: Career opportunities in the Information Systems field where I am able to utilize my experience and education.

Strengths:

Ms. Fox has over 10+ years’ experience in information technology, as a technical support staff member. She has an associate degree in Information Technology, and she has her A+ Certification. Currently, Ms. Fox is IT Analyst for Mallory Alexander where she provides her knowledge and experience. Ms. Fox receives calls and emails from business customers to assist on issues they might have. She has proven ability to develop and implement special projects and manage extra assignments while maintaining routine responsibilities. Ms. Fox is also A Skilled communicator, interact and interface effectively with all levels.

Experience:

Mallory Alexander

IT Analyst 10/20 – Present

Provides end user support for all network-based software applications. Install, support, and maintain PC applications in a Windows 10/11 Active Directory environment. Create, maintain, and terminate user accounts within Active Directory. Created, modified, and organized security groups in Active Directory to control access permissions, implement group policies, and enforce security protocols. Conducted regular audits to assess security group memberships and permissions, ensuring compliance with company policies and industry standards. Troubleshoot and resolve network connectivity issues such as printing/scanning, LAN, WAN, wireless, VPN, and Remote Desktop issues. Collaborated with cross-functional teams to implement RF handheld unit solutions, resulting in improved operational processes and reduced errors. Trained and supported team members in the effective use of RF handheld units, enhancing overall productivity. Maintained and troubleshooted RF handheld units, ensuring optimal functionality and minimal downtime. Ability to provide troubleshooting assistance for IT-supported PC issues and local support; DHCP / DNS, Active Directory, wireless / wireless hotspots, printers, viruses, remote access (VPN) and Windows Domain account issues. Understands security issues such as anti-virus, firewall rules, malware, also able to provide software/hardware support; build and deploy images for desktops; good understanding of Microsoft Office 365; Knowledge of Cisco switches; active directory, group policy objects.

Rackspace

Tech Support Specialist/ Desktop support (remote) 12/22 – 1/23

Ensuring the operational health of the Microsoft 365 environment including security, availability, maintenance, performance, interoperability and reliability. Administration, support and configuration of Microsoft 365 for new and existing users. Assist in the administration and support enterprise-level Microsoft Exchange, Teams, OneDrive infrastructure, mobile access etc. Troubleshoot Microsoft 365 related issues including connectivity and mobility when alerted by monitoring software or staff. Involved throughout the lifecycle of projects you will use your broad experience in Microsoft platforms and enterprise technology architecture (Azure/ Microsoft 365). Firewall configurations in Azure and AWS. Execute, manage and lead users through the on-boarding technical and support process. Support and resolve specific user deployment issues. Successfully deployed and managed Microsoft Exchange Server, handling user mailbox creation, configuration, and delegation of access rights.

Designed and configured shared mailboxes to facilitate seamless collaboration among project teams, improving communication and productivity.Implemented mailbox permissions and access controls to ensure appropriate data confidentiality and adherence to company policies. Maintain strong working knowledge of the current Microsoft 365 tools and understand the Microsoft roadmap and its impact to our business. Interact daily with IT team to provide and share technical issue resolution knowledge and deployment/adoption processes best practices. Conduct routine monitoring and analysis to include audit log reports evaluation, system and storage utilization reports, site and system usage, growth reports, and manage site collection quota settings. Training and educating end-users on O365 capabilities and collaboration tools (OneDrive, Teams, OneNote, Outlook etc.). Create and maintain detailed documentation of Microsoft 365 processes and procedures. Develop and maintain technology roadmaps to ensure solutions remain leading edge in terms of functionality, security, performance and availability.

MLGW

Service Desk Analyst (remote) 11/21 -12/22

Perform Service Desk Support functions. This is first-level problem resolution to end-users on technical issues with PCs, laptops, PC software, applications, PC peripheral devices, printers, problem escalation and issue tracking/reporting. Troubleshoot and provide first level support for any technology issue related to PCs, Printers, Laptops, PC software, applications, and other hardware peripheral devices. Record all issues in the problem tracking system (Business Manager). Escalate problems to second level support staff for resolution as needed. Provide professional and courteous service at all times to everyone calling or visiting the Service Desk for assistance.

MODE Transportation

Help Desk/ Desktop Support 08/16 – 04/20

Primarily responsible for providing basic to intermediate technology support of systems and services as directed, through our ticketing system and emails. Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions. Assist with security in installation and configuring IP camera systems. Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations. Performs daily monitoring of production systems and services. Created and supported accounts in Office 365. Rolled out security updates and policy using AZURE. Read and process CPR. Follow strict SLA guidelines. Receive, analyzes and responds to end-user requests for technical support related to the systems. Performs preventive and corrective maintenance of systems and components. Strong communication skills while dealing with people that are in a stressful state. Understanding the importance of Customer Service. Troubleshoots systems, subsystems and components for failures or failure to perform as designed. Support the Technical Operations Center with their 24 hours x 7 days a week x 365 days a year. Design, build, integration and upgrade tasks associated with the overall Information Technology (IT) department mission.

USPS NCSC

IT Systems Engineer 12/13 – 08/16

Receive, track and review all related documents for the customer acquisition process. Verify completeness and accuracy of customer information to determine eligibility for program. Collaborate to develop conceptual and detailed development plans, and work with internal and external resources to drive the plans to completion. Provide advice and counsel to developers regarding the most complex aspects of database methodologies. Provide analysis, design, and peer-reviews for new work and legacy overhauls. Assist with regular network security and penetration tests. Manage performance of MySQL deployments and optimize SQL queries. Manage MySQL database and Manage migrations and upgrades. Provide technical support for database technologies to various development teams. Maintain numerous scheduling tasks including scheduling jobs in both Control M v9.0.20 and Mainframe environments. Coordinate with application owners to resolve complex scheduling issues and provide support for failure of new/existing jobs. Provide PostalOne, Business Customer Gateway, eAdmin, Postal Wizard, CRID and Mailer ID software problem analysis, documentation, escalation and resolution to computer users with varying degrees of experience. Work independently and with a team to resolve issues which are not defined in process flows. Assist business mail preparers in completing the Mail.dat and Mail.xml standard File Validation Testing plan. Assist parcel mailers with Electronic Verification System (e-VS) system participation requirements. Develop some Standard Operating Procedure documentation. Adapt quickly to rapidly changing priorities and requirements.

Jabil Memphis, TN

IT Support Engineer 8/11 – 5/13

Provide technical support to enterprise customers for IBM Sterling Warehouse Management System (WMS) implementation and maintenance. Troubleshoot issues related to system functionality, performance, and integration with other enterprise applications. Collaborate with cross-functional teams including developers, QA engineers, and project managers to identify and resolve complex technical problems. Conduct root cause analysis to determine the underlying causes of system issues and develop effective solutions. Assist in the installation, configuration, and deployment of IBM Sterling WMS for new customers. Assisted the Linux administration team in managing and maintaining Linux servers in a production environment. Performed system monitoring. Ensure Proper Scanner Configuration: Verify that the RF scanner is configured correctly for your specific environment and intended use. Provided support and assistance to end-users, troubleshooting hardware, software, and network issues. Managed and resolved incidents within defined service level agreements (SLAs), ensuring prompt and efficient resolution. Documented incidents, service requests, and knowledge articles in the ITSM tool, maintaining accurate records. Check settings such as wireless channels, data transmission rates, and security settings to ensure they align with your network infrastructure. troubleshooting, and maintenance tasks to ensure optimal server performance. Assisted in the installation and configuration of Linux servers, including the setup of networking, security, and storage components. Implemented automation scripts using Bash to streamline repetitive tasks and improve efficiency.

FedEx Memphis, TN

Computer Operator 08/10 – 8/11

Monitor job streams and system backups for errors for 24/7 operation. Perform nightly backup sheets.

Perform off site tape rotation. Performs simple troubleshooting procedures. Management integrated ESX server, create a new storage space, creation of VMFS data store, Configuration networking for the virtual machines. P2V, V2V conversions of Windows 2000 and Windows 2003 servers using Enterprise Converter. Administration and managing VMware server (ESX 3.5 & 4.0) on production level. Complete forms, logs and shift reports concerning machine utilization and/or system checks. Report errors-open tickets, escalate, etc

Methodist Le Bonheur Healthcare Memphis, TN

Help Desk Analyst II 10/07 – 06/10

Provide first level desktop support, which includes centralized problem and service request resolution for users; appropriate incident management including documenting journals, calls descriptions and solutions. Represent the interests of the customer internally, providing appropriate escalation to other IS functions when issues cannot be resolved directly. Work closely with the Desktop Support and other Information System departments to ensure efficient desktop operations. Actively seek process improvements to improve efficiency of desktop installations and services. Mandatory OT installing pc and printers in clinics opening in the hospital. Coordinate all deployments and retrievals of all assets including desktops, laptops, printers, desk phones, etc.

BELL SOUTH Atlanta, GA

Help Desk Specialist 10/05-07/07

Promptly answered heavy incoming calls from end users. Experienced in telephonic troubleshooting, Windows XP and 2000/2003. Handle issue such as problems with Microsoft office, Outlook, Access, common login AD domain and system setup; DSL, connectivity, system check and Repair issues and installing software. Trouble shoots DSL. Help desk. Multitask

*Voted MVP two consecutive months.

ROAD RUNNER/TIME WARNER, Memphis, TN

Help Desk Specialist 02/02 -10/05

Resolved computer users concerns by answering broad range of questions regarding Road Runner Software with instructions on how to use software. Computer users concerns by answering broad range of questions regarding Road Runner Software with instructions on how to use software. I handled multiple issues with Internet and computer. I appropriately assigned tickets based on priority and escalation procedures, complete offline tasks as assigned by the Help Desk Manager, and assist in system backup recovery, dispatching third party vendors, and video hardware. Instructed user to perform diagnostic procedures with the ability to analyze and resolve issues via telephone, and the ability to work independently with minimum supervision.

Education:

09/20- Comptia A+ Ce Certified

05/15 ITIL Certification

08/03- 05/07 Southwest Memphis, TN

Associate degree in Business Management and Information Technology Management

08/97- 05/01 Sheffield High School - received diploma

Systems / Windows 10 migration Windows 7 Windows NT, MS Dos, O365, Microsoft Office, Web access, MS Outlook Exchange, LAN/WAN, IBM Sterling WMS: Configuration, deployment, troubleshooting,

Protocols, TCP/IP, Cisco Systems, routers, core switches, ip cameras.AS400, Java, Active Directory, SQL, BMC Control M, mainframe TS02,Remedy, ServiceNow, AgiloftReal VNC Viewer, Dame ware Remote Control, MS excel A+

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