Viola Evans

Desktop/Help Desk Support

Pembroke Pines Florida 33026

734-***-****

adbm9g@r.postjobfree.com

Viola is an MCP-certified Technical Support professional looking for a stable opportunity in a great professional environment. I am bilingual, with excellent technical acumen and a genuine desire to help people resolve technical issues. I am very familiar with the demanding fast-paced of the enterprise environment, and feel comfortable to fit in and hit the ground running with little to no ramp-up time. Additionally, I have excellent organizational, and interpersonal communication skills. I also created and developed documentation for systems and applications to create consistent communication among technical teams which saved time on work performance by making the resolution database more efficient.

Personal Perspective: Viola is an eloquent communicator, she comes across as someone who can handle any stressful situation with a smile on her face. She focuses on efficiency when resolving technical issues, but never forgets that helping people is the main focus for any Technical Support role. Viola is genuine, pleasant, self-motivated and very organized. She is very excited to be considered for present technical roles and feel she can be a great asset to the organization. Viola is a local candidate available for immediate consideration.

Work Experience

Election Technician

Broward County Supervisor of Elections, Florida - Lauderhill, FL

August 2018 to December 2018

Prepared, setup, configured, and, deploy the six different types of voting machines. Support specific voters check-in technologies to include desktop, laptops, tablets, cellphones, printers, and network devices. I was assigned to the early voting locations and 12 other locations as the technical lead.

Desktop Engineer

Esperion Therapeutic - Ann Arbor, MI

January 2017 to January 2017

VPN, Trend Micro, and password reset in Active Directory one-week project for the remote users visiting the Ann Arbor location.

Site Administrator

HARMAN INTERNATIONAL, A SAMSUNG COMPANY - Novi, MI

March 2016 to July 2016

Asset Manager order, pickup from the shipping and receiving all equipment entering. Add them into the Excel spreadsheet (date order and receive department, user name and location, add asset#, Manager Sign off, etc. ) equipment leaving the facility for donation or disposal adding them to the removal spreadsheet. Image the new equipment and wipe the old equipment. Resolve escalated problems the help desk is not able to resolve. Image engineers Lenovo W541 and P50 laptops, P500, M700, and P700 Desktop, L440, T460, thin client X250, and X1 Carbon non-engineering laptops with the SCCM/MDT tool. Clone hard drive. Video conferencing support. WebEx support and configuration. Repair hardware problems. Self-starter very little directions.

Apply diagnostic utilities to aid in troubleshooting. Train newly hired employees on technical procedures. Travel to other locations to resolve technical problems. Software and hardware upgrades. User data backup. Enter fixes and resolution into the knowledge base. User follows up request. Network and Local printer installation. Mobile device setup and configuration on the AirWatch MDM Tool. Utilize the BMC Remedy ticketing system. Network troubleshooting. Microsoft Office, OneNote, and SharePoint.

Desktop Support L2

Ryder Systems, Inc Miami, FL

July 2014 to January 2016

Troubleshooting and providing support for all levels of end-users on PCs (laptops & desktops) and wireless devices including but not limited to iOS and Android tablets, and Smartphone, Blackberry’s, Air Cards, AirWatch, WebEx, GoToMeeting, IE 10/11, software installations. Citrix, SMO, SAP, Telnet, Salesforce, Hyperion, QuickTime, and Telxon PTC-860 Handheld scanners, Zebra printers, Microsoft Office 2007, 2010, and 2013, Windows XP, 7, Office 365/OWA, SharePoint, MS Lync 2013, Skype for business, and Active Directory.

Responsible for imaging, configuration, installation of PCs, and end-user data backup and recovery.

Utilize BMC Remedy AR System for incident/change control/asset management, documentation, prioritize, and track requests.

Installing, maintaining, and repairing PC hardware (including printers) and software.

Coordinating hardware warranty repairs with the vendor as required.

Providing Level 2/3 Remote Support 80% and local support 20% of the time to end-users with hardware, software, network, and printer installation, Utilize Remote Desktop and LANDesk software to remote into user’s pc.

Field Service Support Specialist

PWC - Miami, FL

November 2013 to January 2014

Provided onsite support of Firm products and services to PwC partners and staff. My primary responsibilities are the provision of local technology hardware and software support. Received work from HP Service Center ticketing system, walk-up or other internal help requests. Successfully troubleshoot, resolve or escalate technical problems in a timely manner. Training of new users and adding them to the correct group in AD. Comply with standard operating procedures to deliver quality solutions/services. Supported Lenovo 1X Carbon, T430, and T420 PC, Tablets, iPhone, iPad, Lexmark, and Xerox Printers, VOIP Telephony, Remote Connectivity, Network Connectivity, Windows XP Professional and Window 7 operating systems build, refresh, SCCM/MDT, data migration, software installations and configurations, Windows server systems and applications, Video Conference meeting set up on a daily basis Lotus Notes, MS Office 2010, and Virtual Desktop build and support.

Windows 7 Migration Consultant

Homestead and West Baptist Health Systems - Kendall, FL

August 2013 to November 2013

Travel to three different locations with team members and upgrade 2,000 existing client Windows XP PCs to Windows 7 using SCCM/MDT. Utilized the necessary tools to document the upgrade and provide a daily status report. Assisted in providing technical support and general troubleshooting upon completion of operating system upgrades and entering information in the Remedy ticketing system. Installed and configured end user's business applications. Resolved desktop/laptop/blackberry/iPhone/printers/PC peripherals hardware, software, and application-related issues. Hardware integration and configuration on multiple vendor platforms. Followed procedures set by the client to save data, image, and restore settings to new or existing computer systems. Managed a nightly deployment list. Act as hands and feet for the project team to assess and resolve any issues to complete migrations. Document and certify completion of migrations to the project manager.

Deskside Technician II

Goodyear of Latin America - Miami, FL

June 2013 to September 2013

Kept the tickets level low in the Miami office location in the HP Service Manager ticketing systems? Troubleshoot; add Xerox machines toners, Drums, and ordering of supplies. Updated equipment in the inventory system. Performed network connection troubleshooting in the server room for the Polycom and computer systems. Configured of phone extensions on the AVAYA VoIP telephone systems and coordinate with the telecom team on the creation of new telephone accounts. Ordered of laptops, desktops, accessories, telephones, cell phones, and Smartphones for new users and provide IMAC (install, move, add, change on cabling, seating, office or cube furniture, printers' setups. Managed building access card CARDKEY P2000 request, activation, deactivation, and inventory of the access card system. Retrieved Goodyear equipment from transferred or terminated users. Setup video conferencing meetings for Brazil, and Venezuela. Lead projects for the Miami location and coordinate with the South and Central America project team. Creation of mailbox on the Xerox copier/printer. SAP application setup and configuration. Lotus Notes email support. WebEx support. Support of Central, South America, and Miami. Remote Desktop Connection/TeamViewer. PGP Disk Encryption. Vendors Interaction.

Computer Technician II

South Florida Workforce Investment Board - Miami, FL

January 2013 to March 2013

Provided local and remote technical support to 16 sites. Installed and configured personal computers terminal servers, faxes, printers, telephone circuits, PBX, and other components and programs. Installed and configured local area networks, hard drives, network interface cards, hubs, routers, printers, and cabling. Installed, configured, and supported the EFM, OSST, IAA, TAA, DEO, Outlook, and Microsoft Office for users in the 16 sites. Isolated the nature of system failures or PC problems and utilize diagnostic tools to troubleshoot problems. Performed systems upgrade. Tested new software applications for compatibility and make recommendations. Provided assistance for terminal to host connectivity using a mainframe utility. Provided end-user support and service with regard to hardware and software problems through a formal help-desk or on-site repair. Managed the Trackit ticketing system queue.

Regional Systems Coordinator

Littler Mendelson, P.C - Miami, FL

September 2011 to September 2012

Provided local and remote technical support to attorneys, partners, shareholders, and legal support staff in the Miami and Orlando, Florida offices. Provided special support for these legal applications Citrix, MacPac, Microsystems DocXtools, FileSite, WorkShare, WorkSite, Symantec Enterprise Vault, DTE Time Entry, MO-Time, INZOOM, MS Lync. Installed, configured, reprovision, and troubleshoot iPad, iPad2, iPhone4 and 4S, and Blackberry devices. Installed, configured, and troubleshoot Personal and network printers, HP MFP, and Xerox Centre production. Troubleshoot and resolve LAN/WAN network, computers, hardware, and applications for a connectivity problems. Vendors Interaction. Lead move of the Orlando, FL office from a large office to a smaller office to meet budget forecast; I coordinated with the building facility manager the space, and with all of these vendors (electrical, carpet, furniture, equipment, movers, and telephones) and with our internal network, and server team. Bitlocker security computer drive encryption. Troubleshoot Outlook 2010, mailbox quota, .PST files, and mail delivery and receiving problems. Installed RSA Security Token on the user's iPhone and iPad. Active Directory password reset, adding and giving users rights to computers OU and application groups. Windows Server 2000/2003/2008/XP/7, and Office 2003, 2007, and 2010. Remote into computers by using the Microsoft Lync or DameWare software. Diagnose and resolve VPN connectivity problems. Cisco VoIP technology, SharePoint, videoconferencing, and Citrix login problems. Network upgrades project of Riverbed and other hardware equipment.

Help Desk Support Analyst

Lennar Corporation - Miami, FL

March 2011 to June 2011 Provided technical support over the telephone remotely to corporate and field users. Resolved LAN/WAN network connectivity problem, troubleshoot computer, hardware, and application for connectivity problems. Installed local and remote network printers. Installed and configured Lotus Notes 7-8.5.2 IBM Cloud/Outlook 2003-2007. Cisco IP 7960 series VoIP telephone support and Blackberry/BES, installation and configuration. Siebel/ Oracle and Tivoli password reset in the Identity Manager. Updated, monitored, and closed tickets in the Citrix ticketing system. Created new sessions in JD Edwards AS400. Remote into corporate and field user computers through DameWare, LogMeIn123, and GoToAssist.

Sr. Desktop Support Analyst

Hewlett Packard - Detroit, MI

June 2006 to December 2009 Miramar, FL

General Motors LAAM Headquarters - Miramar, FL

Provided Tier II desktop support to executive directors, and general manager, account creation and password reset in Active Directory. Resolved LAN/WAN network connectivity problem, troubleshoot computer, hardware, and application for connectivity problems. Installed personal, local and remote network printers. One of the tech leads for the mass deployment of Windows XP environment and computer refreshes for over 10,000 local users. It took six months to plan and implement the pilot users and after that, we identified the locations to perform the refresh, which included; data backup and transfer, from the old to the new equipment, floorwalkers to help users on the installation of Value-Add application, removal of old equipment, etc. Technical Lead for the blackberry server migration; training technicians in North America, South America (Brazil, Colombia, and Argentina), and the Middle East (Dubai) on installing, configuring, and supporting the device. I travel to different locations to facilitate the distribution and setup of the blackberry and trained technicians on how to support the device and worked in person with company leaders (VP, General Manager, and Executive Directors). Kept inventory of computer software, hardware, and peripheral in the E-inventory system. Setup and support the video conference room for meetings and setup and configure the Avaya VoIP. Setup new user accounts server and computer backup and restore, laptop repair (add memory, changed batteries, replace keyboard). Documentation of tickets and resolution in the HP Service Center ticketing system. Coordinated with the server team and provided after-hours support to resolve a down server, outages, or application problem, and performed different duties as assigned.

Application Support Analyst Tier III

Electronic Data Systems (EDS) Assigned to General Motors Global Headquarters Detroit, MI

December 1998 to June 2006

Value Add applications remote and local support for the Executive VP team and staff members located throughout North America. Project leader for the United Auto Workers (UAW) mass deployment, installation, configuration, and support of the VPN software for remote network connectivity during their negotiation. Visited the project location to select the rooms for the network printers and other necessary equipment; conducted a meeting with the server, and network team, and vendors for the preparation of equipment setup. After everything was in place, the project was within budget and successful. Researched the possible areas of development in a project in accordance with the established objectives. Provided support on Outlook and Lotus Notes issues, password reset, enter a request for Id to add or remove user's permission from an application or share drive or in Active Directory. Downloaded various software and applications i.e. Tivoli and Mainframe applications etc. Troubleshot, installed and configured mainframe CA-Spool printers and local printers. Support and test the company's 500 Value Add applications with some vendors' help (Crystal Reporting, VOM, POMS, Hummingbird Exceed, and FTP, etc.), Milford Proving Grounds and Warren Technical Center. Assisted and supported with hardware and network services on large scale yearly projects. A liaison between employer and customers, assisted in determining, evaluating and recommending a technical solution to address business needs, maintained printers, hardware and software documentation, maintain excellent relationship with customers. Entering computer problems and resolution in the Peregrine Service Center system. Demonstrated continuous effort to improve operations, decrease turnaround time, streamline work processes and work cooperatively, and jointly to provide quality seamless customer service.

Education

WALSH COLLEGE - Troy, MI 2001

ROSS BUSINESS INSTITUTE Detroit - Detroit, MI 1990

Strong Skills

Printers, Scanners, Fax Machines (10+ years), Active Directory (10+ years), Deployment (10+ years), Outlook (10+ years), Ticketing Systems (10+ years), Help Desk (10+ years), Desktop Support (10+ years), SCCM/MDT (3 years), Service Desk (10+ years), Microsoft Office 2000-2016 (10+ years), Apple-MAC (4 years), Citrix (5 years), Office 365 (6 years), Windows XP-10 (10+ years), Hardware Deployment and Repair (10+ years), Application Support (10+ years), Traveling Technician (5 years), Executive Support (9 years), ITIL, IMAC, Break Fix, SLA, and VPN (10+years), Endpoint and Bitlocker security (8 years), Remote desktop support (10+years) and VoIP Cisco Phones (8 years).

Hardware

Dell, HP, Lenovo, MAC, Chromebook, Xerox, Safari, Okidata, Ricoh, Lexmark, Konica Minolta, and Cannon.

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