Program project manager, Tier I,I, and IIII helpdesk, PMP
Resume:
SOPHIA R. SMITH
Lithonia, GA 30058
******************@*****.***
SUMMARY OF QUALIFICATIONS
Strong analytical and problem-solving skills
Excellent troubleshooting skills.
Possess exceptional customer service
Diligent in managing project details
Ability to manage cross-functional projects
Outstanding verbal and written communication skills Work efficiently and effectively in busy environments handling many tasks simultaneously. Initiate action, decision-making, and follow through to the completion Proven ability to meet deadlines and work effectively in fast-paced environments Great Team Player/Collaboration, Managerial, and Leadership Skills PROFESSIONAL EXPERIENCE
14+ years of technical/ IT support experience including helpdesk, desktop, remote, and server support, Field Technician,
Advanced knowledge of Microsoft Windows XP, NT, 7,8, 10 desktop applications/ peripherals and Mac operating systems
Thorough knowledge of TCP/IP and IP networking
Experience in VoIP concepts and troubleshooting.
Extensive knowledge of Software/Hardware troubleshooting procedures Knowledge and basic experience of Active Directory Experience in a helpdesk environment with knowledge of multiple ticketing systems Experience with the configuration and/or use of Cisco routers/switches and other devices. Experience with Apple, Dell, and IBM server systems including configuration and troubleshooting Family Advocate and Child Development/Enhancement
Managerial/ Facility Director
Residential Property Manager for Single Family Homes Rehab Specialist for Distressed Homes
TECHNICAL KNOWLEDGE
Software: Windows NT4 Workstation, Windows 95, 98, 2000 Professional and XP, Windows 7, Windows 10, Novell Netware Client, Norton Ghost and Anti-virus, McAfee Anti-Virus, Symantec Ghost, Symantec Anti-Virus, Office 365, Adobe Acrobat, Win VNC, LDM, Carbon Copy, TCP/IP, DHCP, Mortgageware Entre, USD, Netop, MortgagewareTC, Elynx, E combiner, Citrix, Calyx 5.3, Password Courier, VPN, Lotus Notes, MS Outlook, Microsoft Office Suite, QuickBooks, Remedy, ServiceNow, DWPA Hardware: Smartlinq servers, IBM Client Access servers Microsoft Terminal Servers, Microsoft Exchange Servers, Compaq Deskpro, HP Pavilion, Pentium III and Pentium IIII, HP Laser, Desk and Inkjet printers, Canon Printers, Lexmark Printers, Xerox Printers, Ricoh Printers, McIntosh Apple(MAC), VoIP, PDAs (Blackberry), Smartphones, iOS, Active Directory, DELL Laptops/Desktops EMPLOYMENT HISTORY
NTT Data Services., Atlanta, GA
Program Project Manager Senior Associate 09/21- current Reporting and Asset Analyst
Root Cause Analysis
SLA Exceptions and Time Management
Daily Operations Management and Reports of Technicians Field Technician 08/19 - 08/21
PC Installation of refurbished and new PCs, laptops, and tablets Decommission older assets and also re-image assets as needed Refresh and upgrade Windows and application software Repair Hardware and Software issues as needed desk-side Travel between sites as required in my geographically assigned area Jest 4 Investments LLC., Lithonia, GA 02/06 - current Property Management/ RE Investor
Manage Single Family Homes
Buy/Sell Real Estate
Fix and Flip
Rehab
Welcome All After School Learning, Stone Mountain, GA 07/09 - 06/18 Facility Director/ Desktop Support
Setup and monitor computer workstations
Troubleshoot any Network issues
Troubleshoot office printers and copiers
Deskside support for internal employees
Manage Employees (10+)
Assist Parents with enrollment and program assistance Oversee children and facility
Child advocate and counsel
Assist Parents with Community Resources
State Regulations Assessments
Employee Assessments and Reprimand
Facility Overseer
Habif, Arogeti and Wynne, LLP. Atlanta, GA 12/07 - 04/09 Help Desk Analyst/ Desktop Support
Received recognition by management for great service Receive help desk requests via email and phone
Desktop/Laptop maintenance and repair
Update software and drivers
Special Network projects
Setup Workstations and Troubleshoot Issues with Laptops, PC’s, and Smartphones, iOs, Androids
Repair additional hardware peripherals such as printers, monitors, scanners, fax machines, etc.
SunTrust Mortgage Inc.(Apex Systems), Atlanta, GA 09/04 - 09/07 Help Desk Analyst Tier I and II/ Remote Services
Received Employee of the Month for two months for outstanding service Research and resolving technical issues escalated from the help desk. Unlock accounts and reset passwords using Active Directory Add/Remove and change user’s accounts from servers and software applications Analyze, Create Instructions, and Implement new software Create spreadsheets in Excel explaining reasons for modifications of current software Monitor Smartlinq machines by utilizing NetOp to ensure proper performance Setup and configure MS Outlook for new users
Troubleshoot end user issues
Create and Track tickets in the USD system
Use WinVNC, LDM, and Carbon Copy to remotely connect to the user’s computers Getronics (Apex Systems) Atlanta, GA 05/03 - 07/04 Field Technician/ Hardware Configuration/Replacement Resolution of desktop/workgroup-related problems in a banking environment Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows 2000 Professional, Windows XP, MS Office 2000/2003 Verify Internet connections and connectivity issues Image and configure desktops and laptops
Hardware support for desktops and laptops including troubleshooting and Replace Upgraded various operating systems service packs Atlanta Public Schools Atlanta, GA 03/02 - 05/03
Field Tech Contractor/ Hardware Setup
Troubleshoot hardware, replace and configure parts. Moved desktops/laptops to a single Compaq platform and installed PC image using Ghost Symantec Setting up workstations for student labs applying security requirements EDUCATION
NTT DATA INC
Certified Project Manager, PMP 2024
Tony Gaskins Academy, Atlanta GA
Certified Life and Business Coach 2018
American Intercontinental University, Atlanta, GA 2007- 2009 Business Administration
GMAC Metro Brokers Real Estate Academy, Atlanta, GA 2004 Computer Ed-Institute, PC Support/Technician, Norcross, GA 2002 References Available Upon Request
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