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Desktop Support, Software Support, Quality Assurance

Wake Forest, NC
October 30, 2019

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Carrie Thayer

**** ***** ***.,

Wake Forest, NC.*7587,


Summary: Dedicated worker with strong data analytics, quality assurance with agile background, management, leadership, communication, and multitasking several projects. Great at recognizing and improving inefficiencies to increase team productivity. Ability to prioritize and work independently, as well as in a team environment.

Skills: Software deployment & patch installation • PC repairs & upgrades • Data Security, Backup & Recovery • Managing projects • PC & Point of Sale upgrades and installation • Diagnosis and troubleshooting Windows operating system • PC Imaging • Strong Microsoft Suite skills • Agile work environment • Business process analysis • SQL database

Experience: PC/POS Analyst II, Golden Corral - Raleigh, NC 05/2005 – 06/2019

Assist in testing new developed and existing software for defects. • Created and updated procedural manuals for software installation. • Deployment of updated software to clients through company's website. • Completed the installation of Windows operating systems, POS systems, software, applications and developed of the documentation of said installs. • Troubleshoot and repair all other peripherals (printers, backpacks firewall, routers, VOIP devices, etc.). • Provided technical assistance with hardware/software upgrades to onsite installers. • Diagnosed application errors and network connectivity problems. • Provided system analysis and technical support. • Monitor systems and issue tracking using JIRA • Assisted in the technical training of new Help Desk analysts.

Lead Helpdesk Analyst, Golden Corral – Raleigh, NC 02/2002 – 05/2005

Support of Windows clients and Point of Sale (POS) Toshiba Wave, IBM registers •

Research to troubleshoot and resolve problems escalated from Level I support. • Providing 24/7 support for restaurant helpdesk using Frontrange Heat ticketing software. • Administered printers, routers, switches, phones and software deployment. • Installing, imaging new computers, and loading of appropriate software for customers. • Run diagnostic programs to resolve problems • Monitored the team members work • Guided the analysts with assistance to resolve the issues. • Worked with the other Helpdesk team leads to drive down the open tickets.

DATABASES (10+ years), PC ANYWHERE (10+ years), POINT OF SALE (10+ years), Screen Connect (4+ years), SYMANTEC (10+ years), JIRA (2+ years)

Additional Information

Microsoft Office, VMware, VNC, PC Anywhere, Screen Connect, Antivirus and Firewall software

Operating Systems: DOS, Microsoft Windows XP/2007/2010

IBM/Toshiba OS systems

Diagnosing and resolving LAN and WAN connectivity and communications issues

Installation and troubleshooting of Cisco pix/routers, firewalls and switches

Windows 7 and Windows 10 rollout and data migration.

IBM 4840 and Toshiba Wave upgrades and data migration

Remote access of desktop computers, servers and communications equipment to troubleshoot and

resolve issues.

Work with programming to determine root cause of issues, regression tested releases.

Actively working on receiving my PMP Certification

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