JULIE WILSON

**** ******** *****

Arlington, TX *6006

682-***-****

ad2vyx@r.postjobfree.com

PROFESSIONAL WORK EXPERIENCE

Abernathy Media Professionals, Inc.

IT Lead/IT Department (September 2023 to present)

IT Lead position, managing and handling all IT needs and requests for the company, acting as the sole contact and employee for the department. Resolving issues and creating new solutions as needed. Maintaining and developing the environment to meet ISO requirements and working to improve Cloud Compliance score. Taking inventory of previously used equipment in storage, pricing and selling that equipment. Regularly attending meetings with staff and vendors to provide input and create solutions to reduce company spending while improving compliance.

Major Responsibilities & Accountabilities

Providing support to end users as requests are received and issues arise.

Office 365 Administration including mailbox conversion, email trace, and Proofpoint integration.

Reviewing list of active employees, contractors, and freelances. Determining their required access if any and making changes to improve security.

Amazon Work Services Administration, user setup and deletion, adding MFA, correcting errors in initial setup to continue making required changes. Making changes to AWS workstation storage capacity, Instance schedules, etc.

Creating, configuring, and deleting AWS instances as needs arise.

Adding PCoip client to new AWS cloud workstations.

Whitelisting IP addresses for user access to cloud workstations through PCoip Client.

Creating and maintaining instructions for user installation and setup of PCoip client.

Improving Cloud Compliance Score with a focus on AWS security and configuration.

Jumpcloud administrator, adding, removing and maintaining users and devices.

Integrating SSO for all AWS users through Jumpcloud to improve compliance.

Troubleshooting and assisting users with hardware and software issues including Dropbox, Teams, Adobe Creative Cloud apps, EditShare, inc.

Working with vendors to reduce costs, improve efficiency and compliance.

Commuting to company rented storage units as needed for inventory completion and reduction to cut costs.

Pyramid Consulting, Inc. at 7-11, Irving, TX

Desktop Analyst Mid – Contract Role (December 2022 – September 2023)

Deskside Support Analyst role performs advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs. The position provides technical support to customers on operational and maintenance aspects of system equipment and served as customer contact. Provides VIP support of mobile devices for both onsite and offsite executive staff. Assisted with laptop refresh of corporate devices and lifecycle management.

Major Responsibilities & Accountabilities

Utilized remote tools and cloud technology to provide technical support for hardware, software, store networks and applications.

Managed tickets within ServiceNow for a variety of technical issues.

Used experience and problem-solving skills to develop and improve processes and provided guidance to less experienced team members.

Delivered White Glove support to executives.

Supported mobile phones by resolving iPhone issues and setting them up for initial use.

Used specialized knowledge or skills to solve complex and unique problems, or direct the daily activities of a business, technical support, or functional support team.

Documented daily assignments and provided inventory updates.

Established priorities for the completion of ServiceNow tasks by determining the impact of known problems. Interpreted internal and external issues to develop best practices.

Utilized prior experience, interpersonal skills, and broad knowledge of the field to ensure task completion in compliance with policies, procedures, and business strategy.

Staged, prepared, and deployed computers, peripherals, and devices to the users.

Setup and connected devices to domain as required.

Setup computers with the integration of Autopilot

Used Microsoft Intune to deploy, manage, and remove access to required applications.

Installed Tanium on newly imaged computers for Endpoint management and security.

Facilitated data migration between computers.

Provided virtual desktop support.

Collaborated with vendors and third-party support to resolve technical hardware or software issues for devices under warranty.

Utilized Jamf software for Apple OS management including recovery keys and incident management.

Packaged and shipped devices and additional equipment to users across the U.S.

CMIT Solutions, Fort Worth TX

Systems Engineer (December 2021 –September 2022)

Desktop Support position within the IT Operations on the front lines of IT systems support.

Troubleshooting and resolving endpoint issues in a fast-paced environment, providing timely resolution of end user problems. Installed and supported systems and assisted with the day-to-day operations for various clients with a wide range of programs, products, and needs. Maintained a professional attitude while providing outstanding & friendly client services.

Major Responsibilities & Accountabilities

●Provided day-to-day delivery and technical support for end-users of desktop applications, telephones, handheld email devices, printers and computer hardware.

●Supported Windows desktop OS, Mac OS, Android and iOS.

●Diagnoses and troubleshooting of computer and general network issues.

●Remote customer support including wireless LAN access, VPN, DSL, and Cable services.

●Worked with and maintained Backups, Active Directory, Exchange, Azure, and Windows server environments.

●Provided excellent customer service with attention to details and continued follow-up.

● Followed and produced written documentation and procedures for an unfamiliar technology

● Scheduled and completed on-site diagnosis and repair of various equipment.

●Answered phones and monitored email inbox to ensure response of 1 hour or less.

●Worked independently, creating tickets through Autotask.

●Used Continuum, LogMeIn, and Quick Assist to connect to client PCs for remote troubleshooting, diagnoses, and resolution.

●Packaged, shipped, and connected equipment as needed.

●Created and submitted monthly expense reports.

●Continuous communication with other staff members via Slack.

●End user onboarding and offboarding including computer setup, Active Directory. Microsoft AD, and account integrations.

5Q Partners, Dallas, TX Systems Engineer/Client Services Advocate (May 2021 – November 2021)

Worked on-site at Granite Park in Plano, TX as their Client Services Advocate. Maintained proper operating and performance levels for all services provided. Responsible for making sure the operational procedures and support processes were documented and executed smoothly and consistently to ensure the Client’s business performed as required. A strong focus on data analysis, trend identification and continuous process improvement. Served as the single point of contact for Client end users who were experiencing procedural or operating difficulty with the use of IT applications, products or services.

Major Responsibilities & Accountabilities

●Served as the primary ticket owner for all issues reported, as well as the subject matter expert to the rest of the team for knowledge and information.

●Worked closely with the Client Account Manager to ensure projects were completed in a timely manner.

●Created and reviewed client documentation, ensuring details are current and accurate.

●Performed daily, weekly, and monthly analytics. Addressed urgent tickets and matters needing special attention. Followed up on stale tickets and weekly performance reporting. Handled special data requests from the client.

●Streamlined and maintained efficient operations for Granite end users and the Support team.

●Analyzed and monitored support requests and processes.

●Daily incident and problem management.

●Assisted in Client communication and awareness.

●Tracked and reported on service degradations that repeat in nature.

●Served as an escalation point for end users with chronic troubles.

●Maintained daily operational SLA performance for individuals and team.

●Maintained all on-site inventory, placing new orders as needed.

●Identified performance deficiencies and provided corrective action.

●Installed, modified, and repaired Client connectivity, hardware, software and applications.

●Identified, Reviewed & Created technical, departmental and Service Desk guidelines and operating procedures.

●Responded to queries in person, via email and over the phone.

●Setup Teams phone and voicemail using PowerShell.

●Made changes to Teams phone settings and voicemail settings using PowerShell.

●Provided escalation and assisted customers through problem-solving process.

● Ran diagnostic programs to resolve problems.

●Installed and performed troubleshooting of computer peripherals (printers, keyboards, etc) for Granite end users.

●Followed up with customers to ensure issue has been resolved.

●Gained feedback from customers about issue resolution and quality of service.

●Desktop and laptop imagining and installation.

●Assisted in the operations of enterprise systems as needed.

Mercury Managed Services, Dallas, TX

Systems Engineer (February 2019 – May 2021)

Managed Service Provider supporting IT infrastructure and end user systems for multiple companies from Doctor’s offices to coffee shops. Providing IT support and solutions including server management, network setup and support, and troubleshooting daily both remotely and on-site. Managing level 1-3 requests through ConnectWise Manage and Automate.

Strong understanding of MacOS, Windows Desktop OS, and Bit locker administration as well as diagnostic and root cause analysis skills. Experience with Windows Server, managing desktop environments including software updates, application installations, and environment monitoring. Excellent customer service, communication, and troubleshooting skills.

Services setup, support and end user training include:

ESET, IT Glue, Proofpoint, Acronis, Office 365 including Azure AD, Datto, Pax 8, AWS - Exit Certified training completed, Meraki, Mimecast, Unitrends, Amazon Work Services, Iron Scales, Datto, Acronis, Bluebeam, Windows Server, conferencing solutions including Polycom, Microsoft Teams, and Zoom.

Dean, Omar, Branham, LLP, Dallas, TX

IT Manager (October 2016 – December 2018)

Provided around the clock IT support to 40+ Paralegals, Attorneys, Administrative Assistants, remote employees, and trial/litigation teams. Purchased devices, downloaded all programs including anti-virus, and maintained security on all MacBooks, iPhones, Samsung phones, and Dell desktop PC’s.

Corrected issues on all devices while providing excellent customer service both remotely and face to

face. Upgraded and maintained VOIP phone system, trained employees on how to use VOIP phones and voicemail system.

Management of IT for Onboarding and Departing Employees:

●Archived documents and email accounts for departing employees.

●Arranged email forwarding, out of office messages and custom signatures.

●Wiped MacBooks clean and managed new user assignments and set up.

●Purchased all IT equipment and set it up for new and existing employees. ● VOIP phone training for all new employees.

Managed Office Move – April 2017:

●Disconnected the company server, modems and all computer equipment.

●Moved and reconnected all equipment at the new location over the weekend to avoid the loss of a business day, while testing and correcting any issues.

●Maintained connections in dual locations for 30-day period to ensure a smooth transition.

●Connectivity of LAN/WAN networks, Cat5 & Cat6 cabling

Phone Systems:

●Improved poor phone service by researching, pricing, and implementing new in-house VOIP phone service.

●Diagnosed and corrected internet connectivity and VOIP phone issues.

●Recorded main office phone messages; provided assistance and training of the phone system, voicemail, call quality issues, etc.

Remote Employee Assistance:

●Remotely accessed PC’s and MacBooks to correct issues, provided support ● Installed and uninstalled programs and web browsers using TeamViewer.

●Provisioned VPN access on all machines to access the on-site server using ftp and smb connections through Finder, FileZilla and Cyberduck.

Daily Employee IT Support:

●Trained employees on new or unfamiliar software, including Abbyy Fine

●Reader OCR; purchased and implemented software to OCR sections of the server.

●Enforced passwords and 2 factor authentication on employee cell phones and mobile devices to ensure security.

●Transferred programs and files from one computer to another.

●Connected in-house devices via WIFI and ethernet.

●Managed network operations and security.

Technology Mastered:

●TCP/IP, HTTP, SSL, Ethernet, USB, Bluetooth, Cisco products, and VOIP

●Web Browsers: Google Chrome, Internet Explorer, Firefox, Mozilla, Safari

●Fluent in both Windows and Macintosh

●Programs supported and managed: BackBlaze B2 Cloud backup, Office365, Cyberduck, FileZilla, Adobe, Crossover, Foxtrot, Dropbox, TeamViewer, FileMaker, Abbyy Fine Reader.

Additional Responsibilities:

●Purchased, replaced, maintained and ensured security of all IT equipment and inventory.

●Updated operating systems and programs on all MacBooks and PC’s

●Managed and maintained firm Server, including finding and implementing and mastering Cloud back-up service where they didn’t have it before.

●Added additional Cisco switches as the number of employees and devices increased.

●Created and implemented a ticketing system for all issues to ensure organization and timely responses.

●Researched, priced and assisted with MIFI hotspots

●Provided password and permission level support of FileMaker database

●Formatted and partitioned hard drives for document sharing

●Accounting assistance using QuickBooks

●Increased network strength by utilizing Ubiquity access points

EDUCATION

Pittsburgh Technical Institute – Associate Degree 1998

North High School Springfield, OH 45503 College Preparatory Courses – High School Diploma 1992-1996

Nousiaisten Lukio Nousiainen, Finland; Rotary Exchange Student (1994 – 1995)

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