IT Operations Specialist
Resume:
*************@*****.***
Atlanta, GA 30315
Skills
• Windows 7, 8, 10, 11
• Windows Server 2003-2022
• Microsoft Office Suite & Teams
• MS Exchange Office 365, On
Premises Exchange servers
2010, 2013, 2016
• Active Directory, DHCP, DNS
Kaseya (BMS, VSA, etc.),
Kaspersky, Tableau
• Azure (Entra)
• Fortigate, Fortinet, Fortitoken
VMWare, VDI, VPN, VSphere,
HorizonView
• TeamViewer, QuickAssist,
Citrix,
Northbridge/NetConnect,
ConnectWise
• CISCO CUIC, IP Communicator,
• Finesse, Jabber
• KnowBe4, PhishER
• Mimecast policies
• Powershell
• Mobile device, telephony & PBX
support
• ITGlue
• Designing, Racking, Stacking,
Cable Management of racks
and cages in Data Centers
Education And Training
08/1992-05/1994
University of Alaska Anchorage
Anchorage, AK
Certifications
• Azure 900 (Pending)
• Office 365 Fundamentals
CHERI BROWN
Summary
Systems engineer professional with 5+ years of supervisory experience in computer operations, network, technical, and helpdesk support. Progressive computer/network operations expertise in large data centers. Reputation for fairness, dependability, efficiency, and adherence to high ethical standards. Excellent communication skills, with a customer-first mindset, the ability to translate complex technological concepts into layperson terms, and demonstrated capacity to diagnose, prioritize, and appropriately escalate multi-faced complicated technical issues.
Experience
Proficient Engineering, Inc. - IT Operations Specialist Norcross, GA
06/2023 - 04/2024
• Installed and configured network switches, routers, and firewalls.
• Monitored system performance metrics to ensure optimal operations.
• Performed troubleshooting and maintenance of IT infrastructure components.
• Meraki Firewalls, Ubiquiti switches and WAPs
• installing and setting VLAN on the switchports and adopting the new WAPs
• Account creations and retires: Active Directory, Entra, O365 Admin, Teams, KnowBe4, Meraki VPN
• Computer builds: Physical- Install NVMe, GPU, RAM. Set BIOS
• Configure and update Gold Image with Software like AutoCAD, REVIT, Bluebeam, Design Master, Naviate/Symetri
• Data Center installations: Build racks, UPS, Dell Servers, Ubiquiti switches, patch panels, cable management
• Monitor and manage tickets for all levels, including basic help desk items
Leapfrog Services, Inc - Support Center Supervisor (Regulatory) Atlanta, GA
08/2015 - 05/2023
• Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
• Collaborated with other departments to coordinate workflow
(Pending)
• CompTia A+
• CompTia Net+
processes between teams.
• Oversees daily security and technology support for approximately 25 highly regulated domestic and global organizations from industries, such as finance, health, and travel
care and travel, with approximately 20,000 support tickets annually.
• Directed and supervised team of 5-7 employees in daily operations.
• Meets and exceeds departmental key performance indicators (KPIs) such as first call resolution, average call time, inbound-to-outbound ratio, quality assurance call monitoring audits, team member availability, and team productivity
• Created RACI documents for onboarding new clients and to adapt to organizational changes within existing clients
• Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
Heil Trailer, Inc. - Tier 1 Help Desk Technician
Athens, TN
08/2012 - 04/2015
• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Created user accounts, maintained system documentation, tested and evaluated new technology.
• Monitored performance and maintained systems according to requirements.
• Provided end-user training when needed.
• Collaborated with IT team members to identify system requirements and resolve problems.
• Diagnosed and resolved hardware, software and connectivity issues for Windows-based environment, providing support for voicemail, telephone and PBX systems.
• Created new accounts in Active Directory, reset passwords, unlocked accounts, and maintained Group Policies.
• Installed and maintained 40+ thin clients in large manufacturing plant.
• Installed operating system updates as required by company policy. Cigna Healthcare - QA Technician
Chattanooga, TN
11/2009 - 10/2011
• Troubleshot system issues related to network connectivity, software installation and configuration, printing.
• Maintained detailed records on 100+ tests per day and reported findings in timely manner to 30+ quality assurance testers, with escalations as necessary
• Monitored and managed 40+ end unit devices remotely and physically for accurate and timely test completion.
• Maintained accuracy and integrity of automatic testing system
.
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