Customer Service Software
Resume:
AMANDA M. MAY
*******@*****.***
OBJECTIVE: Detail-oriented, organized, collaborative team member, fast learner and adept at using processes and computer software tools.
EDUCATION: Received Bachelor of Science, emphasis in Management Information Systems, Tennessee Wesleyan University, December 2017
Completed some of IT System Management, MBA, Western Governors University, April 2018-January 2019
EXPERIENCE:
IIA, Oak Ridge National Laboratory, Oak Ridge, TN July 2019 to Present
IT Desktop Technician
-ServiceNow instance including Incident, Knowledge, Problem, Change, Service Request, and CMDB modules
-Assist systems engineers with OS, policy, client and application testing,/troubleshooting (windows, cfngine, group policy, O365, LDAP, Citrix, etc.)
-Assist users via calls, emails, and walk-up assistance
-Troubleshoot Linux systems
-ServiceNow, SQL, VMWare, SharePoint and Azure LinkedIn Learning
-Troubleshoot macOS and disk encryption
-Technical Writing for internal and external use
-Network troubleshooting (Network Registration)
-Troubleshoot network and machine configuration
-Design and build ServiceNow Reports
-Attend Cyber, Client Services, ServiceNow and other Web Apps courses and training through ORNL ITSD
-Configure loaner phones and hotspots
-MFA authentication via yubikey, badge, and RSA
OS and hardware troubleshooting
-Troubleshoot application licensing (Entrust, Adobe, Office, MathLab, Code, Code-Int, etc.)
-Troubleshoot MAC and Windows operating systems
-Assist with software installation and removals
-Troubleshoot Exchange server connectivity
-ServiceNow Ticketing and Reporting
-Follow the problem management procedure within the Solution Center
-Entrust troubleshooting
-Hardware and software troubleshooting, in-person or remotely via SCCM/Bomgar
-Ability to assist VIP users thoroughly and efficiently
-Assist external users with network connection issues
-Advanced administrative technical knowledge of the ServiceNow ITSM platform
SharePoint troubleshooting (azure AD and multiple SharePoint environments)
Atkins Nuclear Secured LLC, Oak Ridge, TN August 2018 to June 2019
IT Service Desk Coordinator
Assign tickets and tasks to system administrators
-Assist users with off-shored applications
-Assist users with login problems
-Active Directory Account Management (Onboard and Offboard)
-Validate domain separation compliances with Atkins Global and SNC Lavalin
-Perform standard system cloning from production to test environment in KACE Ticketing System
-Assess government contract information to foreign nationals to
-Build Request workflows and Service Catalog items in KACE Ticketing System
-implement new infrastructure places for nuclear branch
-Escalate tickets with IT support in India, Canada, and UK
-Inventory and Asset Management (Shipping and Receiving)
-AD Tool Kit Reporting
-Coordinate communications with Affiliate teams (India, Canada, UK)
-KACE Asset Management System
-Coordinate internal and external system outages
-Manage and audit account information in SharePoint
-Deskside support for troubleshooting
-Troubleshoot hardware and software
-Technical writing for IT support and users
-Implement ITIL in IT processes
-Guide team members with troubleshooting steps
-Moderately Complex Assignments
-Influence the architecture, design and implementation of lT upon newly discovered user issues
-Coordinates, supports and assesses the implementation of new application changes and tools
Assist with data and space management
SAIC (Subcontractor), Oak Ridge, TN January 2018 to July 2018
IT HelpDesk Analyst
-Microsoft Active Directory and DFS experience
-Microsoft Exchange Server-based email using Outlook
-Web-based application support and development
-Knack to handle majority of requests without additional assistance
-Attend and help implement KB’s, known Problems, and assist with internal and external ServiceNow training
-Capability to perform first-line troubleshooting for corporate end users
-Technical writing
-VPN/remote connectivity support
-Visual Basic scripting
-Knowledge of help desk software and tools
-Outstanding customer service and team skills
-Testing and collaborating with Windows Team
-Hardware and software troubleshooting
NANOMECHANICS, INC., Knoxville, TN May 2017 to December 2017
Marketing & Tech Assistant
-Assisted Office Manager with A/P
-Provided a complete data migration between two different CRM software
-Administrate, manage and write workflows of CRM software
-Build pipelines in existing CRM software
-Provided data monitoring support of CRM
-Provide marketing research for trade shows, data entry, and further support
-Wrote a user’s guide for the Insightly CRM software
-Revising and rewriting all user manuals for nanotechnology software and products
-Obtaining research for potential ERP, CRM & Intranet software
SKILLS:
Active Directory Administrative Center, MS Exchange Admin, Time management, MS Teams, SCCM Client, MS Device Management Console, CODE and CODE-INT Admin Console, Hardware troubleshooting, Networking, Mobile phone troubleshooting, SecureHub, AirWatch (IntelligentHub/Boxer), MS Intune Company Portal, GPO troubleshooting, UEM, Microsoft Office 7 and 10, BigFix Console & Remote, Command Prompt, CRM & Intranet Software, Technical Writing, Share Drive Mapping, Windows Script Host, FileVault, Basic IT Troubleshooting, Java, Python, Data & Analytics, MS SharePoint,, IT Management & Customization, VPN, MainFrame (Rumba), SANDD Servers, Cisco VPN, ServiceNow Ticketing System, KACE Ticketing System, Data Warehousing & Monitoring, Data Entry, CyberArk, JumpBox, RSA Security Console, Technical Writing, Software Training, Programming, Adobe Applications, Business Systems Analytics, Outlook, Gmail Suite, Active Directory Enterprise Tool Kit, Concur Expense System, Ultramar Travel System, Bombgar Remote Control, File System Troubleshooting, Active Client Certificate Troubleshooting, IT server archiving, Process Management, Remote Control Desktop (RDP), JD Edwards Financial System, timesheet troubleshooting, IE troubleshooting, Knowb4 Cyber Training System, Purchase Requisition System, FoxIt, Office 365 Azure Active Directory, Application Installation, Application and Hardware testing, Skype for Business and Office 365 Multifactor Verification System (Azure Cloud), Process Design and Techniques, Operating Systems Knowledge, Concise Reporting, Hardware and Software Implementation.
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