Vanessa Fudge

**** *** ****** ***** ************, Georgia 30135 Phone: 678-***-**** Cell: 404-***-****

E-Mail address – adcabx@r.postjobfree.com

KEY SKILLS

Help Desk Support

Executive IT Support

Desktop Support

Windows 2003

Windows XP

Windows 7

EXPERIENCE

8.5 years

6.5 years

9+ years

5+ years

5+ years

3+ years

EDUCATION

OmniTech Institute – Atlanta, GA

Information Technology

Florida Memorial College - Miami, FL

Business Administration

CERTIFICATIONS:

A+ Certified Technician

Microsoft Certified Professional (Server and Professional)

UNIX Certified Administrator (Sun Solaris)

Net+ Certified Technician

ITIL Foundations Certified

EXPERIENCE

Mercedes MBUSA Corp (contract) - Atlanta, GA

(March 2019 to December 2019)

I.T. Analyst III

· ITIL Framework Platform.

· Maintaining an Access Database and track changes

· Used Always ON Pulse to troubleshoot remote connectivity issues

· Receiving, Logging, and managing calls via telephone, email, and chat

· Troubleshoot Printer Issues

· Used Citrix Zen App for Administration of users Virtual accounts.

· Provide Technical and Administrative Support for applications

· I.T. Genius Bar

· Troubleshoot Video Conferencing Issues

· Utilized JAMF for MAC support issues

· Utilized itShop and System Center Configuration Mgr. to push software to users PC’s.

· Managed user security with group policies.

· Executive Support

· Troubleshoot Cisco VPN Issues

· Provide support in MS Office applications (Word, Excel, Outlook, and PowerPoint)

· Maintained a High Degree of Customer Service for all support queries

· Utilized AirWatch for Mobile account management and provision

· Escalates and engages appropriate support teams as needed

Children’s Healthcare of Atlanta (contract) - Atlanta, GA

(August 2018 to March 2019)

Active Directory Support Engineer / Technical Engineer

· ITIL Framework Platform.

· Responded to incoming requests through help desk tickets and other team members.

· Created and maintained email addresses and distribution lists in MS Exchange.

· Managed user security with group policies.

· Troubleshoot Cisco VPN Issues

· Handled user personal Drive issues.

· Created and managed Mailboxes, Distribution Lists, and Public Folders

· Proficiency with Microsoft Exchange 2010 Management Console

· Escalates and engages appropriate support teams as needed

· Provided third level help desk support for problems relating to Active Directory.

· Manage user sessions using Citrix Access Management Console

· Facilitates technical bridges as needed.

· Used Citrix ZenApp for Administration of users accounts.

· Manage user sessions using Citrix Access Management Console

· Configured users, groups, group policy objects, service accounts, App layer objects etc.

· Utilized Active Directory for End User administration.

· Used RSA Administration Console to set up and troubleshoot remote connectivity issues

· Maintained MS Exchange email accounts and public folder access.

Delta Airlines (contract) - Atlanta, GA

(February 2018 to August 2018)

Senior Service Desk Specialist III

· ITIL Framework Platform.

· Maintaining an Access Database and track changes

· Team Lead over Tier 1 team.

· Used RSA Administration Console to set up and troubleshoot remote connectivity issues

· Receiving, Logging, and managing calls via telephone, email, and chat

· Troubleshoot Printer Issues

· Used Citrix Zen App for Administration of users accounts.

· Utilized LANDesk to push out software to users PC’s and troubleshoot issues.

· Managed user security with group policies.

· Utilized Active Directory for End User administration.

· Troubleshot Windows Server Issues.

· Troubleshoot Cisco VPN Issues

· SQL Server User Administration

· Provide support in MS Office applications (Word, Excel, Outlook, and PowerPoint)

· Maintained a High Degree of Customer Service for all support queries

· Utilized AirWatch for Mobile account management and provision

· Escalates and engages appropriate support teams as needed

· Log all calls in the Service Desk Service Now call logging system

Children’s Healthcare of Atlanta (contract) - Atlanta, GA

(May 2017 to January 2018)

Active Directory Support Engineer / Technical Engineer

· ITIL Framework Platform.

· Responded to incoming requests through help desk tickets and other team members.

· Created and maintained email addresses and distribution lists in MS Exchange.

· Managed user security with group policies.

· Troubleshoot Cisco VPN Issues

· Handled user personal Drive issues.

· Created and managed Mailboxes, Distribution Lists, and Public Folders

· Proficiency with Microsoft Exchange 2010 Management Console

· Escalates and engages appropriate support teams as needed

· Provided third level help desk support for problems relating to Active Directory.

· Manage user sessions using Citrix Access Management Console

· Facilitates technical bridges as needed.

· Used Citrix ZenApp for Administration of users accounts.

· Manage user sessions using Citrix Access Management Console

· Configured users, groups, group policy objects, service accounts, App layer objects etc.

· Utilized Active Directory for End User administration.

· Used RSA Administration Console to set up and troubleshoot remote connectivity issues

· Maintained MS Exchange email accounts and public folder access.

Amtrak (contract) - Dunwoody, GA

(Oct. 2016 to March 2017)

I.T. Analyst III

· ITIL Framework Platform.

· Mobile Device (iPhone and Android) Support

· Assistant Manager for Service Desk Team

· Asset Management for inventory control and maintenance

· Manage Tier 1 Service Desk Team.

· Utilized RBAC Badge Access permissions into Network Rooms and the Office

· SQL Server User Administration

· Responsible for documenting critical IT system outages

· Responsible for support escalation, communication and assist with recovery procedures.

· Escalates and engages appropriate support teams as needed

· Effectively communicate with management and technical teams

· Facilitates technical bridges as needed

· Used Citrix ZenApp for Administration of users accounts.

· Manage user sessions using Citrix Access Management Console

· Troubleshoot O365 issues

· Utilized Active Directory for End User administration.

· Used RSA Administration Console to set up and troubleshoot remote connectivity issues

· Troubleshoot Disk Encryption issues.

Axis Insurance - Alpharetta, GA

(Oct. 2012 to July 2016)

I.T. Analyst III

· ITIL Framework Platform.

· Manage Tier 1 Service Desk Team.

· Responsible for documenting critical IT system outages

· Responsible for support escalation, communication and assist with recovery procedures.

· Escalates and engages appropriate support teams as needed

· Effectively communicate with management and technical teams

· Facilitates technical bridges as needed

· Troubleshot Windows Server Issues.

· SQL Server User Administration

· Used RSA Administration Console to set up and troubleshoot remote connectivity issues

· Efficiently escalates and engages appropriate support teams as needed

· Review support model and identify issues for process and procedure improvements

· Utilized Service Now

· Mobile Device (Blackberry, iPhone) Support

· Project Management for Office moves and upgrades of users IT equipment.

· Asset Management for inventory control and maintenance

· Used Citrix ZenApp for Administration of users accounts.

· Manage user sessions using Citrix Access Management Console

· Manage and set up Cisco VIOP Phones

· Utilized LANDesk to push out software to users PC’s and troubleshoot issues.

· Troubleshoot Postini Spam Email User Account Issues.

· Patch management administration.

· Worked with Network Teams to resolve issues that overlapped with the Help desk.

· Used RSA Administration Console to set up and troubleshoot remote connectivity issues.

· Cisco Call Manager Support

· Utilized Cisco Unity Connection Administration Console for user phone issues.

· Utilize Active Directory to support user accounts.

· Configure and Troubleshoot Laptop/Desktop (Lenovo, Dell, and MAC) issues for users.

· Troubleshoot Cisco VPN Issues

· Troubleshoot Printer Issues

Research IN Motion – Atlanta, GA

(Nov. 2008 to Aug. 2012)

IT Executive Support

· Provided Technical support to Exec's on Network, Software, and Computer Systems.

· Utilized LANDesk to push out software to users PC’s and troubleshoot issues.

· (Project Management) consistently planned and completed projects on schedule.

· Utilized LanDesk Management Suite for user issues with PC’s and troubleshooting.

· Troubleshoot BB BES Issues for Execs.

· Troubleshot Windows Server Issues.

· Utilized Service Now

· Utilized RBAC Badge Access permissions into Network Rooms and the Office

· Configure and Troubleshoot Laptop/Desktop (Lenovo, Dell, and MAC) issues for users. .

· Responsible for support escalation, communication and assist with recovery procedures.

· Efficiently escalates and engages appropriate support teams as needed

· Review support model and identify issues for process and procedure improvements

· Asset Management for inventory control and maintenance .

· ITIL Framework

· Configure and Troubleshoot Blackberry Playbook Issues.

· Worked with the Network and AD teams to resolve issues.

· Troubleshoot Outlook Issues for users.

· Performed Router and Switch configurations as needed for the Network.

· Troubleshoot problems with Blackberry Messaging.

· Troubleshoot VPN issues for the Executives.

· Troubleshoot Disk Encryption issues.

· Ghost Hard Drive Imaging

· Troubleshoot Software such as MS Office, PC Desktop OS, and virus issues

· Cisco Call Manager Support

· RSA VPN Token Support

· Troubleshoot Dis Encryption Bitlocker Issues

· Identity Manager

· Utilize Active Directory to support user accounts.

· Provide network support to users in Windows XP, Win 7, and Unix-based systems.

· Installed and configured operation systems and applications.

Atlanta Housing Authority/Teksystems - Atlanta, GA

(May, 2008 to August, 2008)

Support Analyst - Contract

· Provide hardware and software support to users.

· Troubleshoot Outlook issues.

· Utilize Active Directory to support user accounts.

· Provide network support to users using Windows XP and Unix-based systems.

· Install and troubleshoot Network Printers.

· Created user accounts in Active Directory.

· Mapped Network Drives.

· Re-Imaged Dell Laptops and Desktops.

Arby's Restaurant Group, Inc./MATRIX Resources - Atlanta, GA

(December, 2007 to February, 2008)

Desktop Analyst - Contract

· Used Citrix ZenApp for Administration of users accounts

· Deployed and set-up Laptops/Desktops for new users

· Troubleshot Windows Server Issues.

· Migrated over 400 machines

· Handled Outlook issues for desktop users

· Utilized Heat ticketing system

· Helped set up VOIP phone lines for end users

· Remapped the Network Drives

General Dynamics, Inc. - Atlanta, GA

(February, 2006 to December, 2007)

Jr. Network Administrator - Contract

· Responsible for troubleshooting customer calls in a help desk environment.

· Utilized Active Directory to resolve support issues.

· Troubleshot Windows Server Issues

· Utilized NSM R11 Monitoring Tool to monitor the Network.

· Attempted to resolve all issues on the first call.

· Provided hardware and software remote support to users nationally.

· Troubleshot Blackberry issues for users.

· Provided first and second level phone support to end users with Windows 2000 to 2003, Windows XP, and network-related issues and inquiries.

· Provided Solaris set and change permissions, modified files, network commands as well as added and configured users.

· Utilized MS Exchange to resolve client support issues.

· Assisted with the configuring of client workstations, mapping them to the new servers.

· Configured client systems with TCP/IP configuration settings such as IP Address, DNS, Wins, and Default Gateway settings.

· Supported hardware and software for end users.

· Managed to troubleshoot Outlook 2k3 issues.

· Remotely supported both Windows and UNIX-based applications that resided on the client's Web servers.

· Troubleshoot VPN connectivity issues and helped set up the VPN.

Teksystems - Atlanta, GA

(March 2005 to January 2006)

Helpdesk/Desktop Support Representative

· Responsible for providing efficient and friendly customer service in a call center/help desk environment ensuring all issues were logged utilizing Medquist internal ticketing system.

· Experience in Sun Solaris OS, hardware/software, installation, diagnostics, remove, replace components and subcomponents, troubleshooting and repair in a Solaris environment.

· Provided remote and some desk side support to end users with Windows 2000, Windows XP, UNIX and network-related issues and inquiries.

· Provided Solaris set and change permissions, modified files, network commands as well as added and configured users.

· Able to provide first call resolution, successfully resolved most issues without transfer.

· Handled calls from internal users on issues ranging from password issues to basic networking and internal application issues.

· Assisted with the configuring of client workstations, mapping them to the new servers at clients such as Reed International and IBM.

· Participated in a Dell Laptop Refresh, responsible for upgrading systems to Windows XP and assisted with the Lotus Notes configurations and replications.

· Provided asset management assistance, creating updated list of all nodes and assets on the network.

· Provided hardware setup of wireless networks utilizing a variety of wireless hardware equipment.

High-Tech Specialists - Atlanta, GA

(February 2002 to February 2005)

Network/Helpdesk Technician/Technical Support Consultant - Permanent

Technical Support Consultant (2003 to 2005)

· Promoted to Technical Support Consultant, provided support for internal and external clients, handled trouble tickets and kept a daily log of any system outages that might occur.

· Support included help desk/remote support as well as some hands-on support while at the client site.

· Provide Solaris set and change permissions, modify files, network commands as well as add and configure users.

· Utilized Netcool monitoring tool to monitor the network.

· Utilized internal call/ticketing system to keep track of and manage issues that were assigned in the queue.

· Provided networking support to users utilizing Windows 2000 and Windows XP systems, as well as some support to UNIX-based customers.

· Responsible for remotely configuring client systems with TCP/IP configuration settings such as IP Address and DNS and Default Gateway settings.

· Diagnosed and correctly identified hardware and software problems for assigned clients.

· Installation and configuration of MS-DOS, Win 2K Pro, XP, Server, and Linux. Multi-boot systems. Software configuration for Internet and email access.

· Performed network management and administration functions using Windows 2000 and XP. Set up and managed user accounts, and handled security issues (file/directory access); configured print queues, network printers, and remote access service.

· Responsible for troubleshooting registry profiles for local and roaming users and providing disk administration support

· Provided support to research team with installation of software applications and created/ maintained NFS file system on different UNIX systems.

· Hands-on support included performing a wide range of troubleshooting and repair work, including hard drive replacement, restoration of files, and video card replacement.

· Provided support to staff utilizing MS Office applications such as MS Word, PowerPoint, MS Outlook and Excel.

Network/PC Technician (2002 to 2003)

· Re-imaged desktop and laptop computers (HP and Dell) with the roll out of the new image for all new Windows 2K Professional computers at the client site utilizing Symantec Ghost.

· Configured and mapped client machines to access software sitting on the client’s application servers.

· Provided Solaris set and change permissions, modified files, network commands as well as added and configured users.

· Setup and configured client access to network printers.

· Utilized Netcool monitoring Tool to monitor the Network.

· Responsible for troubleshooting internal network and Internet connectivity, testing TCP/IP configuration and client domain configuration.

· Configured client email access utilizing Internet Explorer and Microsoft Outlook.

United States Army Reserve - Miami, FL

(August 1989 to August 1995)

Medical Records and Supply Specialist

· Kept the supplies in an organized manner of all of the Army personnel in unit.

· Trained the Army personnel on the principles and procedures of the US Army.

· Updated the clients’ medical records and supplies needed daily.

· Composed and edited correspondence reports that were needed for ordering supplies.

· Provided lead direction to assigned staff.

· Supervised the trainees coming into the unit.

· Honorable discharged.

References available upon request

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