It Systems Customer Support

VIVIAN JAMISON

• West Orange, NJ ***** • 973-***-**** • *************@***.***

Professional Summary

Innovative, resourceful IT Systems Specialist with leading and supporting enterprise-wide LAN/WAN hardware, operating systems, and applications for financial, pharmaceutical, and major utilities. Solid expertise directing large-scale system migrations, upgrades and platform standardization initiatives that improved system availability, stability, and maintainand end-users to meet long-term business objectives. Outstanding ability to gather and translate comability, while reducing operating costs. Using SharePoint to share files and run reports t at planning projects with IT management plex user requirements into practical, cost-effective software solutions. Uncompromising approach to customer support. Strong team leader and coach, highly skilled at building loyal, high-performance teams committed to quality and responsiveness.

Skills

TECHNICAL SKILLS

Windows 2016/2019 Server, Windows10, XP&7,8,

MS Office 2010/2007, MS Project,

Lotus Notes, IE, Firefox, Outlook, McAfee, Sametime, MS Exchange, SMS, SCCM, Ghost, Office Communicator, A/V installs.

Adobe Acrobat, Remote Desktop, Firewall Security, POS, Wireless Networking, FTP, TCP/IP, Telnet, VPN,

Active Directory, SharePoint, Remote Access, SIP,

DHCP, DNS, VoIP, Video Conferencing,

Blackberry, iPhone, iPad, Android, Windows Phone, BYOD MDM Meraki and BlackBerry

Marimba, SAP, Magic, Rumba,

HP Device Manager Thin clients, Intel Nuc's,

Zoom, Teams, Jira, Confluence, Polycom, Lansweeper,

Warranty Requirements AssetManagement

Network Hardware and Software Maintenance

Jira, Service Now, Remedy, Manage Engine

Work History

Team Lead

Collabra/IBM, Somerset, NJ 06/2023 - 09/2023

Led a team of 10 technicians in a project to update 1000 laptops to Windows 10.

Provided guidance to technicians on laptop encryption procedures, ensuring data security.

Regularly communicated project updates to management, highlighting progress and milestones.

Managed and updated Excel spreadsheets with project data for effective tracking and reporting.

Project was 99% completed on time.

Sr. Desktop Support, 04/2019 to 04/2023

Digital Room LLC

Provided Tier 2 level support for end users, with a strong emphasis on C Suite Level, addressing and resolving help desk and IT-related issues promptly.

Creating tablets by using MDM Meraki to add software and security to each tablet

Supporting production computers on presses and cutters, shipping, pre-press and bindery machinery

Supporting Windows 7 and Windows 10 and 11 OS

Working on Jira and confluence to manage projects and help other coworkers across the country

I also maintain the camera servers using Windows Server 16 and 19 for the US sites, making sure the cameras are recording and saving to the correct backup systems.

Assist users with A/V issues in conference rooms using Zoom and Teams, also install software on local machines for home use.

Working on a ManageEngine ticketing system for tickets we are moving over to a Jira ticketing system.

Using Lansweeper to map out each facility so that each tech knows what is plugged into the switches of each facility.

Conducted user administration duties, ensuring smooth onboarding/offboarding processes.

Install, diagnose, repair maintain and upgrade all hardware and wireless equipment to ensure optimal network performance.

Processed new hires, created new email accounts domain accounts, and configured rights and folder permissions while following protocol and procedures.

Collaborate with systems and network team to support the installation of new servers and network hardware.

Leveraged remote desktop support systems, including TeamViewer, for efficient issue resolution and user assistance.

Maintain user accounts, file, and print server permissions as well as AD accounts.

Assisted in development of system security protocols.

Technical Support Supervisor, 10/2017 to 08/2018

Altice USA

Reported customer service performance metrics and other KPIs to senior management and suggested improvement strategies

Mentored team members to apply quality customer service techniques.

Installed and supported collaboration tools ( teams and zoom )on desktops.

Elevated performance with skilled supervision, training, work direction, and guidance for personnel.

Sr. Desktop Support, 05/2016 to 01/2017

Apex/DTCC

Successfully led a project to deploy over fifty vpn laptops with developer software and supporting developers.

The laptop project was to convert developers from using personal computers to using company equipment it was 100% successful and on time.

Was an O365 Administrator where I created users and added them to the portal.

Assisted users with A/V equipment in conference rooms.

Used Service Now ticketing system for managing tickets and asset management

I imaged all laptops with a company image and added needed software to each machine

With this they would need to have software installed so that they would be able to vpn into their company vpn and access DTCC email at the same time

All users needed admin access to their laptops to be able to write code and access company data for their job

Made sure users had firewall access to programs needed and able to access vpn in both companies

Installed all software and operating systems on all laptops

Converted over three hundred users from blackberry to BYOD using Good Technology on Blackberry MDM to control all of the devices.

Giving new hires new blackberries or replacing broken device

Ability to diagnose and repair wireless network issues.

Giving users access to BYOD on their personal devices and giving vendors access to wifi in the buildings

Teaching users how to install either android or iOS devices for BYOD.

Assisted in development of system security protocols.

Sr. Desktop Support, 01/2016 to 03/2016

Randstand/Quest Diagnostics

Imaged laptops and desktops to company specs for over two hundred devices at three main sites

Added users to new groups in active directory once their computer was imaged to new operating system

Leading a team of two to upgrade laptops and desktops for users

Made sure users were able to use wireless networks on their laptops

Installed new operating systems on new laptops or did upgrades for users to a new operating system

Made sure all information was copied and that all programs were installed on new machines

Made sure machines with legal holds were updated correctly

Made sure all information was put into service now ticketing system that machine was updated

Taught techs how to refresh machines from how to install software and copy over data

Supervisor of IMAC, 06/2015 to 12/2015

HCL/Deutsche Bank

Managing a team of seventeen technicians of various projects and day to day activities for the IMAC team

Held team meetings to manage expectations, make team changes, let team know the direction of the company and what the expectations were, where we stood in metrics daily and weekly

Lead team from not meeting sla to 98% met of sla in a three-week period.

Trained my team on how to install A/V software and how to troubleshoot it.

Making sure everyone knew the build process, troubleshooting, how to deploy machines and install applications for users.

In the process of teaching all techs how to configure and troubleshoot blackberry and android and iPhone with company email and address books

In charge of hiring and firing also inputting and approving payroll in SAP

Ran matrix reports on all technicians able to see daily, weekly, and monthly stats

Presenting reports to upper management on a weekly basis.

Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Evaluated employee performance and conveyed constructive feedback to improve skills.

Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Leveraged data and analytics to make informed decisions and drive business improvements.

Collaborated with upper management to drive strategy and implement new processes.

NRB Technician, 11/2014 to 03/2015

Matrix/Verizon Wireless

Able to troubleshoot and resolve service impairments related to, roaming (domestic and international), transport services (LEC, Long distance), network hardware & software faults (both switch and cell), translations, and voice and data network elements

Isolation and resolution of wireless voice and data faults includes correlating customer complaints with network element performance to resolve service impacting conditions; driving troubles to resolution by engaging internal and external resources providing accurate and timely documentation of actions taken to inform other Network technicians of problems found and solutions for those problems.

Desktop Support, 07/2014 to 09/2014

Tek Systems/Valley Hospital

Upgrading all computers in hospital to Windows 7 with new image put on all machines that needed to be upgraded

Building new computers to replace old computers in all units of hospital

Making sure all data is backed up and restored to new computer

Made sure all applications needed were reinstalled and working

Environment, Win7, MSOffice2010, McAfee, Rumba, Ghost

Store System Support, 01/2014 to 04/2014

The Children's Place

Upgrading all US stores to POS 2.2 with new server and update software on the registers.

Installed wireless networking on servers so that I could communicate with the server once installed.

Imaging new servers for each store and training managers how to use the new software.

Able to log into server remotely and configure registers and all back-office hardware remotely.

Desktop Support Tech, 10/2013 to 11/2013

Alphanumeric/Glaxo Smith Klein

Upgrading Windows XP to Windows 7 with the company image

Once imaged added new machine and use to active directory

Perform systems configuration and administration

Replace any applicable hardware

Perform system/hardware troubleshooting

Prepare legacy systems for salvage

Prepare new systems for set up and delivery to client sites

Environment: Win7, Outlook2007, MS Office 2007, Remedy, Active Directory

Support Analyst, 09/2012 to 10/2013

Chanel

Supporting all Chanel employees with support of all computer problems

This includes the field agents and the boutiques with support of POS

Field agents were upgraded with new image on laptops and win7/office10 done in 3 phases and supported with setup of all peripherals

Providing users with complete computer services from password resets to installing software

Supporting MAC desktops with login problems and software problems

Reports in SAP and entering data by using SharePoint to do this

IPAD rollout to boutiques

Assisted users with A/V in conference rooms

Rollout of iPhone with company email and apps

Environment: Windows 7/XP, Lotus Notes 8.5.3, PcAnywhere, SharePoint, Apple OSX, Magic, Active Directory, MSOffice 2010

Next Level Business/Baxter, New Providence, NJ 5/12-7/12

Desktop Support Level III

Provided support to clients for all computer problems and password resets.

Focus on primarily server-side security Digital Forensic Technology and Techniques.Developed and validated procedures for conducting digital forensic examinations.

Specializing in Digital Forensics is required to conduct an investigation on devices such as hard drives and flash drives.

Refresh new laptops with Win7/XP image and old laptops make ready for lease return to Dell. Backing up and restoring data. Providing software through AD push and local installs. Making sure all company hardware is accounted for on Marimba.

Environment: Windows XP/7, Windows Server 2003, MS Outlook/Exchange 2007, Office 2007/2010, Service Request Management System (SRMS), WIM, eDiscovery, Active Directory

Senior Desktop LAN Support/Jr. Project Manager, 04/1997 to 04/2004

PRUDENTIAL FINANCIAL

Provided comprehensive server/desktop hardware, operating system and software support for a Windows 2000/NT based LAN/WAN environment

Site had 2000 users in main building; supported 500 of these in-house users as well as 100 top executives

Led the implementation and maintenance of system security/anti-virus software as well as hardware/software upgrades, server backups and user training

Evaluated system performance and sold management on the need to upgrade and standardize the server infrastructure system-wide

Led the subsequent enterprise migration from Windows NT to 2000 for over eight hundred users

Set up directories and controlled user privileges in a SCCM environment

Assigned user ID's and access rights

Set up conference rooms for A/V use with polycoms.

Configured and installed IBM/Toshiba laptops with standard operating systems and applications, PCMCIA modems and network cards

Provided technical support to over 100 remote users nationwide

Standardized the desktop operating system environment on Windows XP while deploying PCMCIA modems and network cards, dramatically improving system availability, stability and maintenance

Identified and successfully executed numerous IT cost-cutting measures

Prepared backup and archiving procedures, ensuring conformance with established security procedures

Started the pcfulfillment process that ordered and processed computer equipment and software for over 2000 users

Environment: Windows 2000/NT Servers/Workstations, Lotus Notes, Sharepoint, Internet Explorer, Remedy, SMS 2.0, MS Office Professional, Remote Explorer, VPN, Ghost

Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.

Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.

Crafted and maintained project plans and schedules to meet organizational objectives.

Education

Master of Science: Information Technology, MIS, 05/2004

Stevens Institute of Technology - Hoboken, NJ

Bachelor of Science: Electrical Engineering, 01/1996

New Jersey Institute of Technology - Newark, NJ

Certifications

Microsoft Certified Professional, Win NT 3.51 Server and Workstation, Win NT 4.0 Server, Project Management in Organizations, Implementing a Windows 2000 Infrastructure, VoIP installation training and VoIP Certification

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