Catrina Coppedge

Technical Support Analyst / Network Technician

Cordele, Georgia, United States 31015

229-***-**** ad3hpn@r.postjobfree.com LinkedIn: www.linkedin.com/in/cat rina-coppedge-65b01062

Results-driven Technical Support Analyst / Network Technician with 10+ years of experience providing comprehensive technical support, troubleshooting, and network administration services. Skilled in diagnosing complex system issues and implementing effective solutions to improve efficiency and minimize downtime. . Strong communication and problem-solving skills, able to effectively collaborate with cross- functional teams and provide exceptional customer service. Recognized for exceptional attention to detail and ability to adapt to evolving technological landscapes. Proactive and customer-focused, continuously exploring new technologies and seeking opportunities to enhance system performance and optimize network security.

Professional Experience

Crisp Regional Health Services, Cordele, Georgia, United States

May 2016 - Present

Technical Support Analyst / Network Technician

Knowledge of giving permissions to specific groups or shared files/folders on servers. and in the AD. Create accounts and Networking access.

In charge of recycling management of workstations yearly, getting quotes and distributing them to designated areas, Imaging etc.

Create access in Cerner and fix numerous issues inside of Cerner. In charge of deploying computers to the entire organization and handling all the workstations whether it be troubleshooting problems or doing upgrades. Hardware and Software. Helped with getting the users to stop using generic passwords and using their own credentials. Trained 800 users. Assisted with troubleshooting the change from Meditech to Cerner. The new EMR Fluent in creating accesses for AD and Cerner and giving permissions/roles to users for groups, drives and folders. Excellent with Citrix issues, Dragon issues and other Cerner issues. Helped with Jeron Issues and other software applications for the hospital such as PACS.

Cisco Unity Call Manager - Setup up Cisco phones, extentions, voice mail, and etc with Call Manaager and distributes to users.

Good with Network issues, rather it be LAN or WAN, Troubleshooting the issues down to the switch, Troubleshoot network printers and label printers as well. Using SCCM to impliment patch updates and create packages to pushup applications and other windows updates to workstations.

Responsible for the all the purchase requests that department managers request. Knowledge of killing sessions that may be hung in the WMWare environment. Knowledge of how to get to servers and restarting them or adding a program from the server to a user’s workstation such as DIV5.

Webmaster: Created and implemented changes to the intranet using CSS. In charge of training various employees.

Good with Google workspace environments and Microsoft 365. Adding users to groups in Azure. Provided initial point of contact for technical support inquiries, troubleshooting software and hardware issues, resolving 80% of incidents within agreed SLAs.

Managed and maintained the ticketing system, accurately documenting technical support requests and regularly updating tickets with status updates and resolution details. Assisted in the development and delivery of technical training programs for end-users, improving overall user satisfaction by 15%.

Sutherland Global Services March 2013 - Present

Support Analyst

District Attorneys Office Crisp County August 2011 - December 2012 Victim's Advocate Intern

The Home Depot January 2011 - March 2012

Garden Center

Dynamic Computers LTD LLC October 2010 - October 2011 Computer Technician

Resolved issues with Microsoft office and Window operating system, and many other software applications.

Troubleshoot technical issues, network administration and network troubleshooting.

Setup network printers and troubleshoot issues.

Routed tickets to processing area

Various computers issues. Hardware and software. Worked with RDP Interacted effectively with diverse groups of people. Remote to clients computers and resolved problems . Troubleshoot issues with VPN

Provided excellent customer service over the phone and resolved issues Worked on 7 different desks resolving IT issues.

Dynasis, Micromenders, Compuvision, RPC, Sunrise Senior living, UIH Chicago University Hospital, MBIA

Provided technical support and troubleshooting assistance to end users for software applications, hardware issues, and network connectivity problems.

Assisted in the configuration and deployment of new systems, software updates, and patches, ensuring smooth transitions and minimal disruption to business operations. Cordele GA

Create power points for lawyers in court.

Research information for cases

Gather witnesses and victims information for lawyers. Add and deleted cases in Tracker system.

Answered various questions for the public via phone. Conducted legal research, prepared legal briefs, and represented clients in court hearings and administrative proceedings.

Provided excellent customer service

Responsible for providing exceptional customer service by assisting customers in selecting and purchasing plants, flowers, and gardening supplies in a busy garden center. Operated cash registers, processed payments, and handled customer inquiries, resolving issues promptly and ensuring a positive shopping experience.

Assisted in receiving and inspecting new inventory, checking for quality and proper labeling, and arranging merchandise for optimal visibility and accessibility to customers. Fixed wide range of hardware and software issues on computers and Set up and repaired wired networks and wireless networks. Built websites from scratch and created custom graphics Built new computers for customers needs

Did service calls for both businesses and residential Resolved internet issues and email issues.

Proficient in troubleshooting and resolving hardware and software issues on Windows and Mac operating systems Experienced in assembling, configuring, and installing desktops, laptops, and peripherals Skilled in diagnosing network connectivity problems and ensuring smooth internet and LAN/WAN operations Strong knowledge of antivirus software installation and system security measures to protect against malware and cyber threats

Capable of providing excellent customer service by effectively communicating technical information to non- technical users

Apollo Heath Street May 2008 - June 2009

Technical Support

Provided technical support to users by troubleshooting and resolving hardware and software issues Assisted customers in setting up and troubleshooting network connections and configurations Created and maintained documentation for troubleshooting procedures and common technical issues Websign Computers October 1999 - August 2008

Computer Technician/Website Designer

Education

South Georgia Technical College at Americus GA

Associate's degree in Network Specialist June 2020 - May 2023 South Georgia Technical College at Americus GA

Associate's degree in Network Specialist June 2020 - May 2023 South Georgia Technical College at Americus GA

Certification in Criminal Justice and Corrections January 2009 - December 2011 South Georgia Technical College at Cordele GA

Certification in Microcomputer Specialist January 1997 - December 1999 Americus GA

Resolved issues with Office 2007 and 2003, Adobe Reader and Java and other applications.

Troubleshot technical issues, networks and routed tickets to processing area

Changed passwords in Stars, Oracle applications, Windows, and SAP. Interacted effectively with diverse groups of people. Remote to clients computers and resolved problems . Troubleshot issues with VNC

Provided excellent customer service over the phone and resolved issues Developed websites and created custom graphics. Created animated graphics.

Repaired computer various hardware software issues. Custom built computers for specific needs. Replaced and ordered parts Removed viruses and spyware from computers.

Ran Ethernet cables, created drops, punched in patch panels and set up networks

Setup long range and short range wireless networks. Moved DOS programs, and fixed DOS issues.

Answered phones and met with clients for customer relations purposes. Configured internet connections and troubleshot via phone. Trained various employees.

Made residential and business service calls.

Gained the trust of many individuals and businesses. Resolved internet issues and email issues.

Developed and maintained responsive and visually appealing websites using HTML, CSS, and JavaScript Collaborated with clients to gather and analyze project requirements, translating them into user-friendly website designs

Conducted regular website maintenance, including updates, backups, and security checks Implemented SEO strategies to improve website visibility and search engine rankings Key Skills

Analytical Skills Customer Service

Root Cause Analysis Inventory management

Abilities to clear

malware/viruses/spyware

Windows 10

Office 365, 2016 Network

troubleshooting

Hardware and Software

troubleshooting

Accomplishments

Honors-Awards January 2022

South Georgia Technical College

I had the second highest GPA in the major I was in. A+ Certification August 2021

South Georgia Technical College

Microsoft Word specialist January 2022

South Georgia Technical College

Microsoft Network Administrator December 2020

South Georgia Technical College

Software

Citrix All Windows OS

Cerner EMR Microsoft Office

SCCM Active Directory

Cisco Call Manager Adobe Photoshop

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