Desktop Support Office

KARIN EMERY

GREENVILLE, SC *****

HOME • 803-***-****

E-MAIL • *****.*****@*****.***

WEBSITE • HTTP://WWW.LINKEDIN.COM/IN/KARINEMERY2008

EDUCATION

B.S. Information System Security at ITT Technical Institute, Greenville, SC

A.S. Computer Network Systems at ITT Technical Institute, Greenville, SC

SKILLS

I have experience with Windows Server 2008 R2, Vista,7, 8, 8.1, 10, Active Directory, Avaya Soft Phone (user), Remedy, Netcool, VPN, Microsoft Office 2007, 2010, 2013, 2016, 360, WYSE Management Systems, Synapse, MAS 90, Allscripts Clinical Module / Misys EMR, Citrix.

LANGUAGES

English - fluent

German - fluent

WORK EXPERIENCE

Desktop Support Technician – Southern Management Corporation, Greenville, SC

Oct 2019 – April 2020

Responsible for providing in-depth technical support and assistance to end users.

Used multiple technical software applications to research, analyze and resolve customer issues.

Identified and resolved customers’ WYSE terminal issues then configured, installed, restored, or set up for service.

Performed driver updates, firmware updates, Domain assignments, reimagining.

User account setup and maintenance in Active Directory.

Installed and deployed Windows 10 on workstations and laptops

Desktop Support Technician – Prisma Health GHS, Greenville, SC

May 2019 – July 2019

Deployed Windows 10 computers

Installed Windows 10 on new workstations

Physically installed laptops and workstation on-site

Onsite software installation

Desktop Support Technician – BMW, Greer, SC

November 2018 – January 2019

Deployed and setup new computers and line-side workstations, laptops, printers

Repaired and replaced components on WAPs, printers, monitors, laptops and workstations on production floor and office.

Restructured networking closets in the plant.

Accurate and prompt documenting using Remedy ticketing.

Patched network ports to switches, cabling and jack testing.

Performed driver updates, Bios modifications & firmware update, Domain re-assignments, reimagining.

Network Analyst II – KCI Telecommunications, LLC, Harrisburg, NC

March 2018 – August 2018

This position was transferred from Windstream to KCI in March 2018.

I worked in the same capacity with the same responsibilities.

This was conducted remotely from my home office.

Network Analyst II – NOC – Windstream, Greenville SC

August 2012 – March 2018

Tested and turned up new services as required.

Monitored using Netcool work queue for new work orders and tickets.

Utilized the Remedy ticketing system to dispatch field technicians as needed.

Analyzed TDM switch and provided hardware support for Siemens EWSD, DCO, and Alcatel Lucent GTD-5 switch platforms to field operations.

Administered minor database translation changes when needed in EWSD, DCO.

Used Avaya Phone system, including soft phone

Technical Coordinator – Laptop Support – Samsung, Mauldin SC

March 2010 – August 2012

Identified and resolved customers’ laptops and printers then configured, installed, restored, or set up for service.

Installed wireless, networked, and USB printers to Mac OS 10.5 to 10.7, and Windows

XP, Vista and 7.

Responsible for providing in-depth technical support and assistance to customers.

Used multiple technical software applications to research, analyze and resolve customer issues.

Diagnosed and installed external and internal Optical Disc Drives (ODD) and Hard

Disc Drives (HDD).

Directed customer toward RMA forms for HDDs and ODDs when necessary.

Contract positions: SDI Networks –Greenville, SC and Alcatel-Lucent - Greenville, SC

September 2008 – May 2009

Network Support Assistant - North Hills Medical Center, Greenville SC

September 2008 – March 2009

Provided technical support assistance to 150 users.

Maintained Email-, Printer-, Database-Servers, and hard / software at 5 remote offices.

User account setup and maintenance in Active Directory.

Installed, configured, upgraded Misys EMR applications

Assisted users with learning newly added EMR modules.

Installed, configured, and maintained network devices (printers/servers, phones, faxes).

Diagnosed and resolved network problems.

Installed, pulled, and terminated network cable.

Monitored and maintained server tape backups.

Setup and configured shared network folders on Server 2003.

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