Sheila Dorse Winfield

Phone: 615-***-****

Email: ad49rb@r.postjobfree.com

SUMMARY

Years of experience in Desktop Support/Security Administrator/LAN Administrator/Help Desk/ Customer Service and Systems Administration, with years of networking experience, ranging from physical infrastructure to providing internet services (DNS, email, proxy, and web servers).

Created user profiles on Windows 2003 server & added new employees to Exchange Server for e-mail, added printers to the network along with repairing & replacing printers, desktops, hard drives, scanners, monitors and memory sticks.

Setup video equipment at Tenncare & worked with vendors to fix hardware, network, & video issues & reset Active Directory passwords, fixed JVPN profiles, fixed wifi issues on laptops, setup IPADS & IPhones for new employees, occasionally created images using Ghost 8.0,

Project Leader of programmers in coordinating remote site printing of checks

Provided technical support: field sales concerning SAP, 3270 support, VSE, CICS1, Q-print, WAN/LAN problems, PBX/Voicemail problems, PC=s, laptops, and resetting of passwords on LAN and Mainframe.

Provided technical support concerning SAP, 3270 support, VSE, CICS1, Qprint, WAN/LAN problems, PBX/Voicemail problems, thinkpads, and resetting of passwords on LAN and Mainframe.

Responsible for installing Lotus Notes Client 4.64 - desktops & laptops, creating mail file, replicating mail file. Office migrations from Office 2010, 2013, 2016 & O365.

Updated Ghost images for IBM thinkpads, utilizing Ghost 5.1 along with installing Microsoft Office Professional or Microsoft Project, troubleshooted laptops or desktops with Microsoft Office or Microsoft Project software errors.

Deployed new end-user’s laptops and desktops, installed memory, replaced hard drives, CD-ROMs, and installed DMA cards, palm pilots, digital cameras with memory sticks, and remote infrared devices.

Managed Project of updating Call Center phones from Avia to CISCO IPT Phones

Break/Fix of computer and printers hardware and software, software applications include Citrix, SAP, SQL, Siebel, Outlook O365 cloud applications, Cisco VPN,

Managed the HP3000 system and setup 22 warehouses with T1 and took care of their computer needs and training using the Pilot Software.

TECHNICAL ENVIRONMENT

Hardware: Dell Optiplex, HP, Lenovo, Gateway, Damark, Desktops, MAC, Fileservers, Internal & External modems, Call Center, printers

Administration Tools: Windows Server 2003 Administration, Novell administration & System Administration, SCCM,

Platforms: Active Directory, Windows XP, Windows 7, Novell, Citrix based platforms, Sequel Server Database

Protocols/Networks: TCP/IP, NetBios, Active Directory, Group Policy, DNS, LDAP, SMTP, POP3, Wireless

Applications: SAP, EDI, Xcelsius, Exchange, Microsoft Office Suite, Entrust Pointsec, SQL, Unix, Symantec, Ghost

Ticketing Systems: Remedy, Service Now, JIRA

EDUCATION/TRAINING/CERTIFICATION

BBA in Management Information Systems, University of Memphis, TN, 1988

WORK EXPERIENCE

November 2023 – present

State of Tennessee, Department of THEC/TSAC

Desktop Support: imaging, profiling new computers, deploying software using SCCM,

Installing iTunes on IPADS & IPhones

Set up iPads& iPhones with Microsoft 365.

profile new computers, deploying software using SCCM,

Resolving WiFi, network and dns issues

APRIL 2022 TO November 2023

Client: CAPGEMINI

Tech Support Analysts for POS Clients: Subway, Inspire Brands & BBI

Using Meraki network tools to support clients with primary internet issues

Reconfiguring POS systems

Troubleshooting/Resolving:

Ingenico pin pads & other credit card systems

HP 300 receipt printer Issues

Epson back-office printer issues

November 2021 – March 2022

Client: Change Healthcare

Desktop Support Technician

Profiled & imaged computers for work at home employees.

Created Fedex labels for shipments to work at home employees’ laptops thar were imaged & other peripherals.

June 2020 – June 2021

Asurion – Mobility tech support

Troubleshooting various iPhone and androids

Supporting network issues on ATT platforms

Activate & deactivate cellular devices.

Correcting customer profile issues

Client AT&T

Studying for certification Mobility

December 2019 – May 2020

Cummins

Technical Support

Responsibilities:

Supported Cummins by supporting Field Service with Cummins Insite & other computer applications.

Supported Windows 10 & other issues related to Insite application & calibration issues with Cummins engines.

August 2018 – October 2018

QuickWay Carriers

Technical Support Analyst level II

Responsibilities:

● Supporting active directory, office 365, Citrix client printing in Truckmate application

● Setups google mail for new employees, setup phones, setup cisco vpn accounts

● Provide customer support for all Quickway Carriers employees with printing reports

● Deploy and setup network printer and provide local pc support

Feb 2018 – June 2018

Advanced Technology Services/Caterpillar Financial, Nashville TN

IS Support at Help Center

Responsibilities:

Supporting active directory, office 365, Cisco VPN, iPhone, setup with AirWatch, password resets.

Setup Oracle installs, work with CyberArk, SQL& Linux.

24/7 Phone & Email Support

Jul 2017 – Dec 2017

AOSMITH/LOCHINVAR, Lebanon, TN

End-user Support Level 2/Help Desk Technician – Answer helpdesk calls for over 500 field salesman

Responsibilities:

Answer helpdesk calls for over 2000 field salesman

Break/Fix hardware issues on Dell 7040 optiplex, Latitude 7470 and software issues SAP, Citrix, Maas360, intermec scanners.

Apr 2005 – Mar 2017

State of Tennessee, Nashville, TN

IRSS3 DHS/DDS/HCFA-Tenncare/Tennessee Highway Patrol

Desktop Support: TN Governor's Office, Bureau of Tenncare, ACS Call Center, HP Staff

Responsibilities:

Installed software: TITAN, Citrix, Siebel, Pro-law, Abacus Law, Symantec, Entrust, SQL Database Server, Business Objects

Imaged using Ghost 8.0 & Coordinated and monitored the software downloads to our 700 XP DDS workstations using SCCM

Created user profiles on Windows 2003 server & added new employees to Exchange Server for e-mail, added printers to the network along with repairing & replacing printers, desktops, hard drives, scanners, monitors and memory sticks

Setup video equipment at Tenncare & worked with vendors to fix hardware, network, & video issues & reset Active Directory passwords, fixed JVPN profiles, fixed wifi issues on laptops, setup IPADS & IPhones for new employees, occasionally created images using Ghost 8.0, created hostnames for the copiers and added email addresses to copiers for end-users, project leader for refreshing 800 computers at Tenncare also known as HCFA

Project Leader for deploying 800 computers for Tenncare & Created an Access Database for Long-term Care Intake Unit

Jan 2005 – Apr 2005

American Consulting, Memphis, TN

PC Consultant

Responsibilities:

Migrated Dell laptops and desktops from 2000 to XP for BellSouth employees on behalf of American Consulting.

Oct 1995 – Oct 2001

MASONITE CORPORATION/INTERNATIONAL PAPER, West Chicago, Illinois

PC Specialist/Customer Support Analyst (promoted to PC Specialist in 1998)

Responsibilities:

In charge of Y2K compliance for 200 salesmen, provided on-going technical support which included resolving hardware and software problems related to IBM laptops, printers and PCMCIA modems.

Project Leader of programmers in coordinating remote site printing of checks

Provided technical support: field sales concerning SAP, 3270 support, VSE, CICS1, Q-print, WAN/LAN problems, PBX/Voicemail problems, PC=s, laptops, and resetting of passwords on LAN and Mainframe.

Provided technical support concerning SAP, 3270 support, VSE, CICS1, Qprint, WAN/LAN problems, PBX/Voicemail problems, thinkpads, and resetting of passwords on LAN and Mainframe.

Responsible for installing Lotus Notes Client 4.64 - desktops & laptops, creating mail file, replicating mail file.

Updated Ghost images for IBM thinkpads, utilizing Ghost 5.1 along with installing Microsoft Office Professional or Microsoft Project, troubleshooted laptops or desktops with Microsoft Office or Microsoft Project software errors.

Deployed new enduser's laptops and desktops, installed memory, replaced hard drives, cd-roms, and installed DMA cards, palm pilots, digital cameras with memory sticks, and remote infared devices.

Responsible for installing Lotus Notes Client 4.64 on desktops and laptops, creating mail file, replicating mail file correcting database mail file encryption problems, created documentation & trained 200 salesman on SAP

Oct 1994 – Oct 1995

OLD SECOND NATIONAL BANK, Aurora, Illinois

Security Administrator/LAN Administrator (Novell 3.12/4.1)

Responsibilities:

Responsible for administering security functions for D3000 mainframe system, LAN administration, the addition and deletion of users of Note-works mail system; Checked security reports such as Bind-view and monitored software licenses.

Jan 1990 – Jul 1994

IBM ADVANTIS, Schaumburg, IL

Analyst/Technical Support Levels I & II/Customer Service Representative

Description:

Promoted from Customer Service Representative to Technical Support Level I - Retail Division, and then to Technical Support Level II within the Sears - Product Service Division.

Responsibilities:

Responsible for end-user troubleshooting hardware and software, including 2381 and 4231 printers, software applications, point-of-sale and NPS, troubleshooting T1 Ckts and reconfiguring file servers and modems with 3745 front-end processors.

Supported hardware, software and circuit-related problems for Sears' retail stores, Allstate, Dean Witter and Caldwell Banker entities, As Customer Service Representive utilized Info-Mgmt Database and Netview – SNA tool.

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