Support Specialist

Kim Smith, MS, BS, ITIL

**** ******* **** **** • Lancaster, Texas 75146

214-***-**** (c) • adcbxn@r.postjobfree.com

EDUCATION

University of Phoenix, M.S., Computer Information Systems Coppin State University B.S., Computer Science

CERTIFICATIONS

ITIL V3 Foundation, A+ Network+, Security+

SKILLS

Operating Systems: Ubuntu; Windows Active Directory 2012/2008/2003; Windows 10/8/7 Topologies: Ethernet/Wireless

Protocols: TCP/IP, BGP, OSPF, SNMP, LDAP

Hardware: Blade Servers, Dell/Sony/Lenovo/HP/Gateway/IBM-Compatible PC’s and laptops, CSU/DSU’s and NAS

Software: ServiceNow, Remedy, Spiceworks, Exchange Server, Office 365, SQL Server, Active Directory, Office 2010, VMWare, VOIP, HTML, FTP, Telnet, PowerShell 2.0, VPN’s, Zendesk, MobileIron, RSA Tokens, LogMeIn123, Cisco AnyConnect, WebEx, Bomgar, Workday and SharePoint MIS/IT CAREER HISTORY

CCI TRAINING CENTER, DALLAS, TX 6/2017 – Present

IT Instructor/Site Support - Contract Position

• Instruct and evaluate students in the Computer and Network Administration program.

• Keep up to date with and effectively use technology and media in the classroom.

• Track student attendance and post assignment feedback in a timely manner.

• Attend faculty/staff and in-service meetings.

• Implement and adhere to all school policies.

• Participate in graduation ceremonies.

• Perform other duties/participate in special projects as assigned.

• Follow the provided course outlines and syllabi; creating curricula for new courses as requested

• Utilize UCertify as the online training and assessment software

• Utilize MATRIX software as the LMS

• Utilize CISCO WebEx and SNAGIT as their collaboration technology tools

• Ensure student forms for the TWC (Texas Workforce Commission) are completed and submitted.

COMPUCOM/ALLEARE STAFFING, DALLAS, TX 4/2016 – 4/2017 Senior Helpdesk Specialist/Support Lead /Contract Position

• Directly supervised a team of fifteen junior technicians

• Determined severity of issues/problems and prioritized resolutions accordingly

• Managed/Resolved//Escalated incoming phone callas/emails/chat tickets Kim Smith, MS, BS, ITIL

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• Documented known recurring issues/resolutions for efficient handling of future incident calls across the team, including automation of handling when possible

• Advised/mentored junior team members on technical solutions

• Setup, maintained and troubleshot Microsoft Windows desktops/laptops/tablets

• Setup, maintained and troubleshot Apple iPads tablets utilizing MobileIron software

• Advised/mentored junior team members on technical solutions

• Installed and configured application software including browser support

• Setup and configured printers, scanners and other peripherals

• Configured and managed wireless network settings T-MOBILE/MURTECH STAFFING, DALLAS, TX 3/2015 – 2/2016 Technical Support Specialist/Contract Position

• Visited customer sites (T-Mobile) to upgrade the in-store computers/laptops with new image for the Nationwide Portal Upgrade deployment project

• Applied security policies/updates as per provided instructions

• Configured customer equipment (large screen/touchscreen monitors, handheld tablets) to ensure network connectivity

• Ensured third-party video content was operational post upgrade FLEETPRIDE/INSPERITY STAFFING, IRVING, TX 1/2012 – 1/2015 Service Desk Analyst

• Served as the first point of contact for employees seeking technical assistance

• Adhered to department policies and procedures

• Logged service requests in the IT ticketing management and assigned to appropriate resources

• Responded quickly and effectively to a variety of Tier 1 service requests from employees across multiple locations for password resets, granting access to various systems, installing software, ordering computer equipment, setting up and disabling user accounts, configuring workstations, deploying operating system images to new computers, returning equipment when lease has expired, and troubleshooting computer and printer issues

• Maintained communications with employees during the resolution process

• Maintained computers, users, and policies in Active directory

• Identified and encouraged the use of self-service options where available

• Troubleshot technical issues remotely and in person

• Recognized and escalated urgent and complex requests as appropriate to Tier 2 and Tier 3 personnel

• Closed assigned service requests within the appropriate timeframe

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