Customer Service On-Site

Deirdre Helms

************@*****.*** 470-***-****

Work Experience

Server Operations Engineer

Dell Technologies - Lithia Springs, GA

April 2022 to Present

Using ServiceNow, working with service and operations management, customer service management, along with workplace deployment and it’s adaption to cloud technologies

Monitoring the performance of servers for efficiency Creating server configuration standards

Install servers, software and updating existing applications, security patches Monitoring server storage capacity

Wiped and refurbished hard drives with BitRaser

Working with other IT staff to ensure that network security Configuring network settings such as IP addresses, DNS settings Technical Analyst (MSP)

RICOH IT Managed Service Provider - Tucker, GA

June 2017 to January 2022

Managed each company's critical functions with Kaseya monitoring Agent Services included Alerts, Security Updates, Patch Management, Data Backup Supported Exchange Servers (MS Office) as other common apps for clients Supported desktops, notebooks, servers, storage systems, networks and applications. MS Office, Outlook, Active Directory Bomgar and RDP used for remote to devices thru a monitoring agent Dispatch of an on-site technician visit if not solved remotely Communicated regularly with on-site RICOH Technicians CDC Data Center Analyst

Centers for Disease Control (CDC) - Atlanta, GA

May 2012 to April 2017

CDC Production Environment (ITIL)

VMware / V Sphere / ESXi to manage virtual servers EMPIRIX used on going monitoring (enterprise) systems in production Service Now- ITSM in Change, Incident and Problem management Maintenance and Patching (VMware / V Sphere) using redundancy, patching and reboot of pairs of clustered servers

Change management. documenting change and submitting for approval Problem Management. resolves the root cause

Incident Management, categorization, prioritizing, escalation, resolution Respond to physical servers to data center next door to us secured Communicate regularly with App Engineers in a Production Environment Used applications and System Redundancy to maintain servers Technical Support (Signshop)

Atlanta Super Signs LLC - Atlanta, GA

January 2009 to April 2012

Provided Support for various Software applications: VPN Client, FlexiSign Support of two large frame digital printers

Adobe CS4 Graphics Suite, QuickBooks, Norton 360, MS Office 2010) Artwork and Document Digitization to provide preview of end product Provided phone support for On-Site Install Technicians Used KillDisk and Disc Wipe (erasure utilities) to refurbish hard drives Performed password resets and resolved log-in issue IP Multicast Server Support

Pathfire DMG - Roswell, GA

January 2008 to December 2008

Pathfire Digital Media Gateway (DMG Server) automated digital IP-multicast distribution system.

Content Providers distribute TV media to TV stations including news, syndicated programs (FOX, WB, ABC)

Integrated with automation systems to move with no manual intervention Monitored remote TV Station servers and Video News feeds sent via satellite Assisted TV stations in the transfer of digital content to play-to-air servers Direct contact with Station engineers to resolve download and application issues Transfer content timing, air date and rating information electronically Supported a suite of applications allowing user to browse content via desktop Internal Help Desk Analyst

Lanier Worldwide - Tucker, GA

February 2005 to November 2007

Provided internal support for 250+ employees.

Network users and password resets

Supported over 500 Lotus Notes Mail and Calendar users Lotus Notes (server side) - troubleshooting Lotus Notes server issues. Used Remote Desktop, PCAnywhere, Citrix,

FTP and various VPN connections;

Network Connectivity, TCP/IP

Active Directory User and Printer Support

Documented help desk resolutions (Remedy)

Education

Bachelor's degree in Computer Science. Troy University - Troy, AL CompTIA – Network+

Skills

TCP/IP DHCP

Microsoft Windows Server

DNS

Active Directory

Desktop support

VMWare / VSphere

VPN Support

LAN / WAN Support

Citrix

PowerShell Scripting

Digitization- Documents/Audio/Artwork

SQL - My SQL

ERP systems

FTP Remote Access

Microsoft Office

Conflict management

ITIL

Network Engineering

Microsoft SQL Server

Root cause analysis

VMWare

Azure

Active Directory

DHCP

SaaS

Teaching / Training / System Administration

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