Desktop Support Asset Management

Teresa Handy

**** ******** ******* *****, ***** Summit, NC 27214

336-***-**** - *******@*****.***

A technical analyst who thrives in a challenging environment, working to build a partnership with my clients, and ensuring proper support. Currently, I participate in asset management, providing access to clients for software requirements within all areas of the company. My skills and knowledge include Smartsheets, Microsoft, desktop, and Laptop support as well as Telecom, iPads, and phones and minor server support. My support level ranges from office personnel to the plant environment.

PROFESSIONAL EXPERIENCE

HCL/Pomeroy/PG – Greensboro NC 07/17/2023 – Current

Desktop Support III

Installing the company's basic in-house software packages

Support all conference rooms, equipment, and screens as needed.

Maintain individual phones, as well as conference room.

Monitor, and update records in ServiceNow.

Image new laptops and Desktop with SCCM

Microsoft

oFrom Microsoft 3.11, 95, 98 XP to O365

Request quotes and Pos to and from capital

Provide support for all company new hires as needed.

Process exchanges of end-of-life desktops, and laptop

Printer Support, toner, changes, and orders as well as set up repair

Maintain IT inventory and process the removal of old equipment.

TEKsystems - Contract

VF – Greensboro NC 01/03/2019 – 06/01/2023

Software Asset Management Analyst

Monitor hardware and software tickets in ServiceNow

oProcess receipts

Assign product keys for employees as necessary.

Updating records in ServiceNow.

Process quotes in Coupa to create POs for software purchases.

Maintain and keep requests up to date in the ServiceNow tool according to process documentation to ensure the customer is up to date on their request.

Process new software requests for approval

oSchedule a meeting with legal to review terms for approval

Help process orders and other tasks as required by management.

Managed and coordinate the improvements, enhancements, or new tasks for ServiceNow AMDB, catalogs, and Requests.

Review SOW/Contacts with red lines to review with Stakeholders and Project Manager as well as upload into DocuSign for signatures for approval.

Smartsheet beginner – maintain software keys and hardware contacts provided by but not limited to other members of the team.

ODFL – Thomasville NC 08/2018 – 10/2018

Network Administrator/Telecom Analyst

Manage, PBX (Nortel/Avaya), and voicemail.

IP office

Help desk tickets for trucking company 248 locations.

Support Conference room equipment when needed.

Eastman Chemical Company – Martinsville VA 07/2007 – 08/02/2018

Acquired Commonwealth Laminating and Coating 2014

Systems Technician

Manage Active Directory, PBX (Nortel/Avaya), and voicemail.

Telephone & desktop support for end-users with hardware/software problems over the LAN

Software including not limited to:

oWindows 7, 10, Office 2010, and 2016.

Place vendor calls, order equipment, create and test ethernet cables, as well as install cables.

Set up desktops, laptops, printers, iPhones, IPads, and other network equipment.

oImaging with SCCM.

oPowerShell scripting for troubleshooting computer support.

Punch and trace phone lines, as well as install new phones.

Support the migration from PBX to the Skype phone system.

Support all conference rooms and equipment, screens as needed.

Provided entrance to Office Warehouse in the morning for the security System by disarming the Security System.

Network Administrator

Manage Active Directory, Hosted Exchange, Terminal Servers as well as PBX (Nortel-BCM/Avaya) and voicemail.

Provide telephone & desktop support for end users with hardware problems over the LAN/WAN.

Place vendor calls, order equipment, create and test ethernet cables, as well as install cables.

Project Manager

oNew building move – New Warehouse – manage contractors and installation of wiring and installation project.

oInstallation new security system Digital Watch in the company and maintenance after installation.

Set up desktops, laptops, printers, iPhones, iPads, and other network equipment.

Support network printers, copiers, and copiers throughout two buildings. Label and laser printers included. Also, UPS and FedEx workstations.

Punch and trace phone lines, as well as install new phones.

Support through the acquisition by Eastman Chemical

Software support for but not limited to:

oGreat Plains, Microsoft Office 2003, 2007, 2010, and 2013.

oMaintain backups with Acronis and Vice Versa Pro.

oManage pst files including email retention for legal.

Purolator Facet Inc., Greensboro NC 07/08/02 – 7/2007

Network Administrator

Manage Lucent phone system, Active Directory, and the network and perform backups/restores with Backup Exec.

Provide telephone & desk support for end users with hardware problems over LAN.

Software support for but not limited to:

oMicrosoft Office 2003, 2000 & 97, Windows NT 4.0.

oWindows Server 2000, member servers, Windows 2003 domain controllers, XP, Citrix, and AS400.

Monitor security patches for Windows Servers, workstations as well as user access to the internet with Surf Control.

Develop IIS, FTP, and other services, as necessary.

Place vendor calls order equipment, and works closely with IT Director.

Setup desktops, laptops, printers, phones, and network equipment.

Liberty Hardware Mfg. Corp., Winston Salem NC 04/1999 – 07/01/2002

PC/Telecom Technician

Manage the Lucent phone system over the LAN/WAN.

Provide telephone & desk support for end users with hardware problems.

Software support for but not limited to:

oMicrosoft Office 2000, Windows NT, Lotus Notes, RF scanners, and AS400.

Place vendor calls, order equipment, set up laptops, PCs, and various network equipment.

Work closely with System Administrator, Network Analyst, Programmers, and WAN/LAN Technician.

Maintain backups with backup exec.

Manage pst files including email retention for legal

Transatlantic Billing Center, Eden, NC 1/1999-04/1999

Data Analyst

Assistance Network Administrator with downloading files, running monthly reports, and software upgrades.

Support Insurance Collectors with computer and software problems as well as liaison between programmers & Collectors.

Wachovia/Computer Consulting Group & Pepsi Co/Computerwurks, Winston Salem, NC. 09/1998 – 1/1999

Technical Support Analyst (Help Desk)

Complete telephone support for end-users with network and software issues.

Software including:

oMicrosoft Office 97, Novell 3.1, Novell 4.1, UNIX, Windows NT, Lotus Notes

oAS400

oUsers dialing in remotely

Placed vendor calls follow-ups and provide support for printer problems.

Remington Arms Company, Madison, NC, 1997-1998

Accounts Receivable Specialist

Process Federal Excise Tax, credit card payments, research deductions, and key incoming payments in SAP.

Maintain account receivable expense account, as well as process miscellaneous billing and credits in SAP.

Customer service support for 60 to 100 Parts Customers Accounts

oMonitoring payments, answering questions, and problem-solving.

oInterfacing with the Credit department to implement new customer accounts.

Fieldcrest Cannon Inc., Eden, NC, 1984-1997

Assistant Buyer

Supervise clerical staff in the Merchandising Office.

Maintain a good Customer Service Department for sixty Retail Stores.

Design small spreadsheet programs for Senior buyers, Controllers, Presidents, & other Buyers in the department.

Data Analyst

Maintain computer files for sixty retail stores.

Help resolve software or hardware problems for the Merchandising Office.

Provide support for computer problems to Store Personnel & Administrative Office Staff.

Design programs and software within the company.

EDUCATION

Bachelor of Computer Science/Networking Technology

Kaplan University

Ft Lauderdale, FL

Bachelor of Science in Information Technology

Kaplan University

Ft Lauderdale, FL

Associates Degree in Microcomputer Systems Technology

Rockingham Community College

Wentworth, NC

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