Customer Service Systems Engineer

Tina L. Chisholm

**** ********** **, ********, ** 30126

Tel: 678-***-****

Email: **********@*******.***

OBJECTIVE:

I want to be a part of an organization where teamwork is integral to success. Seeking a work environment where critical thinking and great customer service are encouraged

EDUCATION

LIBERTY UNIVERSITY (LYNCHBURG, VA) MAY,2021

BACHELOR OF LAW AND POLICY CUM LAUDE

WORK EXPERIENCE

MANHATTAN ASSOCIATES (MARIETTA, GA)

SYSTEMS ENGINEER (JUNE 2011 - PRESENT)

•Building new virtual servers, and clone existing virtual servers, for both Windows and Linux-based systems, using both VMware vCenter and Hyper V consoles.

•Microsoft Teams Administrator, Assign phone numbers to new hires using PowerShell scripts and also set up new conference room phones and Microsoft Surface hubs and Teams Rooms. Provide Team meeting support and administration.

•Cisco WebEx administrator, set up new Webex Conference rooms and support for meetings and any issues.

•Administering DNS and DHCP (Active Directory). I manage all new additions, modifications, and reservations as well as troubleshoot any issues and create new scopes.

•Handling basic Linux administrative requests such as: expanding disk space, creating new accounts and new builds, increasing memory, and CPUs, renaming and adding cloned virtual machines to our environment, and adding to our internal domain.

•After-hours and On-Call support and implementation as needed.

•Involved in adding new applications to the OKTA platform and approving new applications

•Support and maintenance of the Hyper-V environment is also a required duty.

•Primary Symantec Enterprise vault administrator.

•Responsible for our MSDN accounts and requests for new software.

VERIZON WIRELESS (ALPHARETTA, GA)

SYSTEMS ADMINISTRATOR (AUGUST 2000 - MAY 2011)

•Successfully led migration of over 300 retail locations from analog pots lines to Cisco VOIP technology.

•Deployed to new retail stores in Georgia and Alabama and Tennessee. I was responsible for the installation, configuration and maintenance of over 300 retail locations.

•Technical lead (SME) for all new Phone products and setting up the email and troubleshooting all issues with these devices. Using Exchange Active Sync and Touchdown.

•Maintained patches on all production servers.

•Completed new set up and administration for our 3 blackberry servers.

•Added new users, changes and troubleshooting for new and existing blackberry requests.

•Supervised 4-5 people.

•Provided training and updates to area Teams on a weekly basis concerning new product launches.

•Lead in resolved tickets And CSRS (Work order requests such as network access, new software and new hardware requests, setting up new mailboxes and distribution list.) every year for Verizon Wireless South Area Overhead End User Support team.

•Frequent lead in resolved tickets for entire Southeast Area Region.

•Highly effective in troubleshooting and resolving customer issues from executives and developers to end user.

•Utilized Remedy and CMIS Web (proprietary) ticketing systems as a Tier II support technician in a 3500+ user corporate call center environment.

TECHNICAL SKILLS

•Servers (HP– Blades-Virtual Connect) vSphere, Hyper-V, AD, DNS, DHCP,

•WINS, Patch management, Windows Server 2003,2012,2008, 2016, 2019 Office 365 management, Office 2003, 2016, 2019 and Office for Mac

•System Center, Exchange 2003/2010 Administration and Change Management processes

•Linux OS versions 5-7, Service Now ticketing system, Mac and Dell laptops, Microsoft Surface Pros

CERTIFICATIONS

•ITIL V3 Foundation Certificate in IT Service Management

•Westlaw Legal Compliance Certification 2024

•Thomas Reuters Essential Legal Research Certification

•Cobb County Notary Public

SUMMARY

•A results-oriented IT Professional with extensive experience in large and small network environments with over 15 years of information technology experience with various hardware, software, and networking technologies.

•Genuine commitment to quality and customer/client satisfaction

•Strong technical background with a solid history of delivering outstanding customer service, support and technical leadership.

•Ability to initiate technical projects that improve performance and business functionality

•Proven expertise in supporting and troubleshooting hardware, software and networking issues. Proven skill in designing, implementing, and testing solutions

•Outstanding communication skills – ability to interface effectively with upper management, professional services, vendors, staff, peers and users

•Excellent verbal and written communication skills in a team driven environment.

•Always achieves the highest level in Customer Survey results.

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