Software Customer Service
Resume:
Tonya Retherford, MBA
Cocoa, Florida 32927
*****.**********@*****.***
Hardware All PC type computers. Experience and knowledge in all forms of hardware necessary to build, service, maintain and operate personal computers. Mac laptops and desktops.
Software MS-Office Excel, Access, Word, 2010/2013/2016, and 365 Cloud, MS Azure, MS Exchange Cloud, Canvas, MS Project, Microsoft Outlook, Microsoft Exchange, Lotus Notes, Foot Prints, Remote Desktop Software, Remedy, Norton Ghost, Call Tracking Software, MAS 4.0/4.2, Remedy, Adobe Dream Weaver 4/8/MX/CS3, Adobe Fireworks 4/8/MX/CS3, Cold Fusion, Adobe Flash 4/MX/CS3, Crystal Reports 7/8/9/XI, Corel Draw 6/7/8/9/10/11, Microsoft Publisher, Adobe Illustrator 7.0, Adobe Pagemaker, MS-Internet Explorer, Firefox, Chrome, Edge, Corel Photoshop, Banner, various Antivirus software, large knowledge of most third party shareware and proprietary software.
Education Master’s in Business Administration with Computer Information Systems 3.83 GPA (2016), Bachelor’s Degree in Computer Information Systems 3.75 GPA (2014). A+ Certified Service Technician. Golden Key International Honor Society.
Operating MS-Windows 7/8/8.1/10/Vista, Server 7/8/2012, MAC OS
Programming HTML, Java Script, MS SQL Statements
Clearance Secret Clearance held until 1994, Public Trust Clearance to work at the Kennedy Space Center November 2006 to 2012.
EXPERIENCE
Lead Technician/System Administrator (March 2013 – June 2020)
Florida Institute of Technology, Melbourne, FL
Hardware & software troubleshooting on PC’s and Macintoshes. Supervision of daily workflow of the Technology Support Center to include training, coaching, planning, and organizing support staff for daily operations as needed. Identify, diagnose, and troubleshoot the computer systems in response to customer service calls. Responsible for supporting, designing, building, and system implementing secure, reliable computer systems for all campus. Resolves customer requests involving integration or configuration related issues. Weekly training in a classroom of current student staff with online classroom curriculum in Canvas. Client PC hardware and software problem resolution, installation of desktop replacement/upgrade hardware and software, movement and installation of desktop hardware with associated network reconfigurations, and documentation of existing desktop infrastructure. Install and implement computer PC systems hardware, software, including enhancements and upgrades. Supervision of 20+ student staff. Conduct weekly training and meetings for staff in a classroom setting. Provide Tier 2/3 technical support for the campus and extended services. Perform and monitor bench maintenance to ensure timely turnaround of repaired systems. Resolve technical problems related to Microsoft Windows environments and Microsoft Windows applications. Administration on server for user permissions of groups, shares, and environments in Active Directory. Configure and create Exchange Email accounts on the server. Manage and administration on Microsoft Web for Exchange, Azure and Office 365. Develops, documents, and implements processes or procedures for maintaining operational. Administration of Print Servers. Through daily monitoring of productivity, analyzing and recommending improvements to increase overall efficiency. Handling problem recognition, research, isolation, resolution, and follow up steps for basic user inquiries. Accessing BANNER to verify confidential information. Assisting with routine database maintenance and monitoring weekly trend analysis data.
Senior IT Computer Analyst (March 2009 – November 2012)
EMCO Technologies, ODIN and ACES Contract, Kennedy Space Center, FL
Hardware & software troubleshooting on PC’s and Macintoshes and replacement of bad hardware if needed for a large customer base. Identify, diagnose, and troubleshoot the computer systems in response to customer service calls. Client PC hardware and software problem resolution, installation of desktop replacement/upgrade hardware and software, movement and installation of desktop hardware with associated network reconfigurations, and documentation of existing desktop infrastructure. Install and implement computer PC systems hardware, software, including enhancements and upgrades.
IT and Telecommunications Analyst (March 2007 – February 2009)
Sun and Skin Care Research d/b/a Ocean Potion and No-Ad, Cocoa, FL
Improve business efficiency and productivity by working with new and existing IT solutions. Consult with users to identify, analyze, refine and document business requirements. Install and troubleshoot hardware and software, including software upgrades, servers, PC’s, and the network. Install and manage VOIP telephone system. Schedule server backups and upgrades. Maintain, upgrade, and install the MAS 90/200 software. Support a user base of 45 people across the continental United States for software and hardware problems. Computer hardware and software support for second office in California. Maintenance, setup, and installation of email service and provide support for 90 users. Maintenance, design, and implementation of three complete websites with shopping carts for a World Wide Web presence. Serve as a liaison with vendors to provide for special requirements for hardware and communications components such as building modifications, air conditioning, and electrical or cabling requirements. Perform on-going networking audits to maintain system security and integrity.
Computer Programmer (November 2006-March 2007)
United Space Alliance, Kennedy Space Center, FL
Sub Contractor working through Spherion, Inc. Assignment at United Space Alliance at the Kennedy Space Center to work with SQL, Cold Fusion, and Fuse Box database applications. Build, create, and modify existing SQL database design and interface. Extracts data existing in Streamlined Reliability Centered Maintenance (RCM) Logic database and create reports. These reports are shown in the Cold Fusion Interface on the companies Intranet Website. Build, create, and modify existing reports to client’s specifications. Will participate in new RCM database development according to the requirements of the client. Understand and participate in the RCM logic.
Setup Configuration Analyst/Business Analyst (November 2004-November 2006)
Hewitt Associates, Orlando, FL
Responsible for participating in the setup of the technology platform for a client teams administration system. Participates in team status meetings, specification walk-throughs, and test plan walk-throughs, and helps maintain the project database. Gathers the analysis for the changes per Client specifications for impacts to the existing database and software platform. System Development. Verifies that all test results match the expected results. For unexpected results, investigates and solves the issue. Other daily support tasks include managing production problems, identifying ways to improve the efficiency of processing, responding to workflow requests, and answering questions from other members of the client team. Participates in 24-hour support for production processing, production issues (data and event), manages downtime processing, and monitors efficiencies and data integrity.
Webmaster (October 2000-April 2004)
Brevard County Clerk of Courts, Titusville, FL
Won the top 10 Web Site Award from Justice Served for Web Site in 2001
Manages the content and operation of the Clerk’s internet and intranet presence, (approximately 1400 pages). Managing the entire site for development, integration, delivery, implementation of the web access and applications for the internal and outside public. Assist with determining the management needs and requirements for the Clerk's internet and intranet system. Manages the day-to-day operation of the Clerk's website and maintains the Internet Plan. Monitors the publications and resources, which are linked to the Clerk's Home Page. Aggressively attempts to increase the use and visibility of the Clerk's website. Works with IT and outside vendors to make sure requirements are met. Ensures the proper configuration of the network security layer to permit and/or restrict access to information. Network administrator on 18 Web Servers running Microsoft Internet Information Server. Perform installation of software and hardware for new and existing web servers. Determine backup schedules needed for each existing web server. Communicate and coordinate with leaders in the department to be able to meeting the projects goals. Monitor and track contractor’s activity engaged in testing and evaluation of the websites with attention to detail. Backup supervisor for the Computer Technical Service Team, Computer Operations Team, and Helpdesk.
Distributed Computer System Specialist (December 1997-October 2000)
Brevard County Clerk of Courts, Titusville, FL
Consult with users and conduct information assessments to define user needs and systems requirements. Identify, diagnose, and troubleshoot the computer systems in response to customer service calls. Network problem isolation, repair/replace network architecture components, client PC hardware and software problem resolution, installation of desktop replacement/upgrade hardware and software. Install and implement computer PC systems hardware, software, and communications components including enhancements and upgrades. Serve as a liaison with vendors to provide for special requirements for hardware and communications components such as building modifications, air conditioning, and electrical or cabling requirements. Perform on-going networking audits to maintain system security and integrity. Project Lead on a Microsoft NT conversion to convert all existing PC's, approximately 500, from Windows for Workgroups to NT Workstation 4.0. This included installation of hardware and software and group leadership of 6 employees. Backup for the Network Systems Administrator, this involves being the supervisor of 5 employees in the daily activities, troubleshooting, and assignments of work, as needed. Backup for the Operations Supervisor, this involves being the supervisor of 3 employees in their daily activities, troubleshooting, and assignments of work, as needed.
Personal Computer Field Service Engineer (1996-December 1997)
Central Data Computer Center, Cocoa, FL
Contracted to Health First Hospital’s and branches. Hardware and software installation and troubleshooting. Hardware troubleshooting and repair of PC’s and Macintoshes. Hardware & software troubleshooting on PC’s and Macintoshes and replacement of bad hardware if needed for a large customer base, which included 5 different hospital sites. Project Lead of a contract at Health First Corporation (3 large hospitals, off site doctor’s offices and various other offsite offices) for the conversion of their entire PC system to their new environment. Supervisor/Lead of over 5 employees in the NT conversion and of their daily activities. Perform onsite customer trouble calls for hardware and software problems.
Personal Computer Systems Specialist (1995- 1996)
BeVar Computer Systems, Cocoa, FL
Setup and coordination of various PC based systems. Hardware & software troubleshooting on PC’s and Mac’s and replacement of bad hardware if needed for a large customer base. Manufacturing of specific PC Systems for Customers, which include installing of hardware and software so that they work seamlessly together and training on all software packages. Perform installation of various types of hardware peripheral devices. Perform onsite customer trouble calls for hardware and software problems. Installation, configuration, training, and support of user provided software packages. Graphics design of customer’s logos, letterheads, and Web Pages. Maintaining of the office which includes keeping track of inventory of all spare parts, producing invoices, tracking trouble calls, and daily organization of usual office duties. Co-responsibilities were Administrative Assistant to the CEO of the corporation.
MIS Computer Systems Analyst (1992- 1994)
Grumman Melbourne Systems Division, Melbourne, FL
Setup and coordination of various Mac’s and PC based systems. Connectivity of PC’s and Mac’s to the network system. Hardware troubleshooting on PC’s and Mac’s and replacement of bad hardware if needed. Perform installation of various types of hardware peripheral devices. Installation, configuration, training, and support of user provided software packages. Maintaining of PC Lab which included keeping track of inventory of all spare parts and spare software packages. Coordination of the tracking and installation of all hardware and software that was received for the company. Existing user base of approximately 950 machines.
MIS Computer Software and Documentation Analyst (1989- 1991)
Martin Marietta Space Launch Systems, Cape Canaveral Air Force Station, FL
Responsible for maintaining efficiency in operations and program support in a VAX environment. Co-responsibilities included hardware and software support for Mac’s and PC’s. Provided help desk support via telephone for user base of 800 users. Including daily production routines, system shutdown/reboots, preparation and distribution of reports, system accounting, backups, and monitoring of batch and printer queues. Generated documentation and instruction manuals to accompany all in house programs.
REFERENCES FURNISHED UPON REQUEST
Contact this candidate