Support Specialist Customer Service

Tracy S. A. Coleman

*** ******* ***** **. ******, GA 30442

Email: ***************@*****.*** 706-***-****

CORE COMPETENCIES

Software: Service Now, Directory Services (Active Directory), Office365, Global Protect VPN, Hirens Boot Disk, Rufus, Windows BitLocker, SCCM, McAfee, SolarWinds, Ariba, Windows 7/10, Lotus Notes, InfoTrack, AS400 VPN and Wireless Issues. Inventory of over 2500 computers

Hardware: Dell computers (Latitude, OptiPlex, Precisions) Microsoft Surface Tablets, Microsoft Surface Laptops, Zebra printers, Android, and Apple mobile phones, Cisco 48 port 3850 switch-mounted and tied into fiber. Install network module on switch.

Professional: Root cause Analysis, Adaptability, Communications to peer workers and end users, Organization skills, administrative skills, Inventory

PROFESSIONAL CAREER

IT Specialist-Level 2

TekSystems Contractor for WellStar MCG Hospital, Augusta, GA 09/2023-Present

KEY ACCOMPLISHMENT

End user support with printers and software issue with operating system. Customer Service/Inventory. Remote service for off-site users.

ONSITE SUPPORT SPECIALIST – LEVEL 3 08/2020 – 07/2023

System One Inc, Nuclear Facility Site (Plant Vogtle), Waynesboro, GA

KEY ACCOMPLISHMENT

Implemented more than four IS&T projects throughout the site. Projects including ethernet and Wi-Fi expansions for multiple buildings and trailers without network connectivity.

JOB DESCRIPTION

Provides IS&T services, including setup, configure, troubleshoot, analyze, and repair computer systems, hardware, servers, switches, and computer peripherals in a very fast-paced, large, diverse organization in hazardous and non-hazardous environments

Interprets customer needs and provides training, assesses requirements, and identifies solutions to non-standard requests in addition to monitors and maintains Service Now for recording tickets and tracking all project assets

IT SUPPORT TECHNICIAN

Galaxy Distribution Inc. Waynesboro, GA 08/2019 – 08/2020

KEY ACCOMPLISHMENT:

Worked within team environment to successfully enhanced wireless connections throughout the facility.

JOB DESCRIPTION:

Provided professional end-user support via telephone, email, or chat. In addition, restorative or maintenance actions took place to ensure maximum efficiency of computers.

Maintained and patched network along with performing maintenance on Zebra Label Printers and Canon printers. Loaded handheld scanners with barcode data collection software and tested functionality for inventory environment.

HELPDESK TECHNICIAN 03/2015-08/2015

Onshore Outsourcing, Glennville, GA

KEY ACCOMPLISHMENTS

JOB DESCRIPTION

Provide technical support for network users and password changes for end users.

Created end user accounts within InfoTrack.

Retracked user from groups within Active Directory for task completed.

Wireless connection from ISP to company network.

ONSITE SUPPORT SPECIALIST – LEVEL 2 08/2011-08/2015

Westinghouse Chicago Bridge & Iron Company (CB&I) Shaw Inc.,

Nuclear Facility Site (Plant Vogtle), Waynesboro, GA

KEY ACCOMPLISHMENTS

Successfully complete Occupational Safety and Health Administration training (OSHA)

Successfully upgraded the operating systems (OS) for 1500 plus laptops for

an acquisition and merger.

Received appreciation award from Management/Peers for integrity, and trustworthy actions

HARDWARE TECHNICIAN

UNISYS, Augusta, Ga

Responsible for coordinating and performing service calls for both commercial and residential Dell computer customers within a 100-mile radius of Augusta, GA. The repairs are hardware maintenance, changing out motherboards to wireless cards, and memory. Diagnostic troubleshooting onsite and possible operating system loads for the customer, familiarizing customers with the laptop and desktop performance.

Dell laptops and desktops including, Latitude, Precision, Optiplex, Vostro, Alienware, Studio, Panasonics and Lenova.

I have been trained and understand customer service, security awareness, work ethic awareness. I receive quarterly certifications on new computers and updates on existing models of Dell computers.

Responsible for successfully completing assignments onsite with hardware and customer satisfaction for Dell warranty customers. My performance in these jobs led me into a permanent position with Unisys Corporation.

Hardware Certifications for approximately 150 different models of Dell computers, such as Latitude or OptiPlex. I successfully have made networking crossover cables for transferring information from pc to pc, and RJ 45 straight-through cables for connecting to the network. I am confident working with all layers of the OSI models, my most recent employment is in the physical layer of the OSI, however, within past years of experience the other layers, I have proven successful. Most of the training has been within a network that has already been established, but I would love to learn the network from the ground up, with fiber optics and wireless communications. Most of my experience with software is within Microsoft word, and power point presentations, however the software within different industry, I am confident, I can learn quickly from inside an out, and troubleshoot the issues on demand.

EDUCATION

Assoc., Networking Specialist, Swainsboro Technical College (2005)

oCertification in WAN technologies Frame Relay, ISDN, PPP, successfully completed Cisco Networking Academy Program. Semesters 1 and 2, Linux/Unix Administration 33 hours completed.

Assoc., Computer Information Systems, Swainsboro Technical College (2003)

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