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Support Manager

Location:
Huntersville, NC, 28078
Posted:
April 15, 2020

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Resume:

KELLY W. STEPHENS

***** ******* **** **. ************, NC 28078 · 980-***-****

adctnj@r.postjobfree.com

To obtain a position that would allow me to apply my technology skills and knowledge I have obtained through education and work experience, while being challenged at learning new technologies and growth within a new organization.

TECHNICAL SKILLS

Active Directory

SCCM Imaging Server

Network Connectivity Support

Database Management

Citrix, VPN

Application Support

Hardware/ Software Support

Knowledge or all Microsoft Operating Systems

Mobile Device Support

Cisco Meraki Cloud based Systems

Cisco Wireless Access Points

Cisco VoIP phone experience

CUCM Call Manager

Cisco Unity

Cisco Emergency Responder

Microsoft Servers

Zebra Thermal Printer Configurations

RF Equipment

Telephony Support

Kronos Time Clocks

PROFESSIONAL EXPERIENCE

June 2018 – October 2019

TECHNICAL ENGINEER, TECHNOLOGY’S EDGE – CITY OF CONCORD

Migration of all computers in the city from Win 7 to Win 10.

Performed support for all media equipment throughout the city

Performed support for all Council Members during City Meetings.

Set up training sessions for city employees for technical support.

JUNE 2017 – JUNE 2018

OPERATIONS ANALYST, Stanley Black & Decker

Migrate and integrate the requisition of approx. 200 employees from Irwin corporate office to new SBD Corporate office.

Provide 2nd level technical support for Intel based running Windows 7 and 10 operating systems.

Use of SCCM software for imaging laptops and remote application installation.

Support the allocation, build and deployment of PC/LAN hardware

Support and troubleshoot office applications, printers, workstations, laptops, peripherals and telepresents equipment for Executive offices.

Assist in the deployment of new systems, upgrading of existing systems and daily administration and maintenance of all systems.

Accurately log and document work history on all tickets.

Participate in the development of documentation for information systems, processes and procedures in the SBD environment.

Participate in the 24X7 on call support of the executive and production environment.

Effectively manage problems through all phases – analysis, resolution, troubleshoot, and root cause analysis.

DECEMBER 2015 – JUNE 2017

SYSTEM SUPPORT TECHNICIAN, Allied Universal Security

The main focus of this role is desktop and network support for satellite offices for approx.. 150,000 employees across the US.

Repairs networks and coordinates moves or requisitions at various offices

Provides hands on support for all Network infrastructure, laptops, desktops, mobile devices.

Use of Active Directory to add/delete/move accounts and reset passwords.

Use Cisco Meraki cloud based systems.

Service Desk/Dell KACE management software.

Part of a Network team responsible for upgrading and installing new office infrastructure.

Coordinates office moves and company requisitions for Network Infrastructure throughout the US.

Liaison between technology vendors and contractors with Branch Managers and corporate.

AUGUST 2015 – DECEMBER 2015

DESKTOP/TELEPHONY SUPPORT TECH, Seimens Corporation/NCS Global

Provided telephony and desktop/network support for Seimens Generator Plant, approx. 1600 employees.

Day to day added, moved and changed telephony and desktop support.

Database Management for Inventory and Tracking.

Backup and Restore Management.

Wireless Access Points.

FEBRUARY 2011 – DECEMBER 2014

SYSTEMS SUPPORT ANALYST, Wells Fargo National Bank

Provided telephony Trade Floor Support.

Supported approx. 3000 Traders with the day to day trading with the NY Stock Exchange.

Migrated the line of business from Nortel digital phones to Cisco VoIP phones.

Managed and communicated with the line of business for large and small moves that occur on a weekly basis for the telephony equipment including fax machines and headsets.

Installed and trained for software such as soft phones and voicemail for users.

Migrated approx. 3000 Traders and supported personnel from 1 Wells Fargo building to the Duke Energy Center, Charlotte NC.

Project Management Coordinator worked as liaison between Voice Technology Dept. and the line of business on projects having to do with Voice Migration, training and implementation.

NOVEMBER 2001 – SEPTEMBER 2010

COMPUTER/TELECOMMUNICATION ANALYST, Hendrick Motorsports

Supported all employees with their daily computer and network needs. Including application and hardware support.

Implemented various wireless technologies at various NASCAR tracks all over the US.

Part of a team that implemented, designed and installed new network backbone for Hendrick Motorsports.

Upgraded and installed new equipment to update all MDF and IDF closets.

Updated and replaced all computers, printers and peripherals for all employees at HMS.

Active Directory experience, managing accounts, permissions/security policies, Organization Units, ect.

Acted as project manager for several projects that were implemented on campus such as IDF closet upgrades, new buildings and new technologies.

Helped integrate and migrate all users from digital phones to new VoIP technology.

Performed upgrades and administration for Cisco Call Manager, Cisco Unity servers and Microsoft Exchange.

Traveled to and set up wireless networks at all NASCAR sanctioned race tracks all across the country.

Monitored and updated all security features across a campus of 12 buildings.

EDUCATION

METROPOLITAN STATE COLLEGE OF DENVER, DENVER, CO

B.A., Management

ROWAN CABARRUS COMMUNITY COLLEGE, SALISBURY, NC

A.S., Information Systems and Network Administration



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