Melanie Leonard

Johns Creek, GA *****

adhpzr@r.postjobfree.com

248-***-****

Professional Summary

IT Support Specialist with technical and healthcare customer service experience. I have excellent problem-solving skills and good communication skills. I work well in small and large groups, as well as independently. Professionally resolved customer service and technical issues throughout my career.

Education

2017-2019: Washtenaw Community College Program: Computer Systems/Networking Security

2016-Gwinnett Technical College Program: Networking Specialist/Cyber Security

2010-2013- Wayne County Community College Program: CIS-Computer Support Specialist /CIS-Network Administrator

Technical Skills

Service Now, Microsoft Identifier Manger (MiM’s), Windows Server 2012R, MS Office365, SharePoint, Azure-Intune, Symantec PGP Encryption, SCCM, Active Directory ARS, Multi Factor Authenticator MFA, Windows System utilities, Administrative Tools, Credential Manager, Device Manger, Cisco AnyConnect, WebEx, MacOS, iPhone IOS, Skype for Business, MS Teams, Corporate knowledge Base, WIFI Device Portal, SFTP/FTP account creation, PowerShell, IST-Release Management, Interface Statics Protocols, Active Connections, Basic knowledge of Network Protocols,OSI Model, Windows IP Configuration(cmd) Windows System Device Driver Updates, BitLocker Recovery Key, Software Center, Remote Viewer

Experience

Nagra Group- Kudelski Security- Global IT Technical Support Specialist Intern

IT Infrastructure team iDTV Engineer Team

Atlanta, GA-Oct 2019-April 2020

Troubleshoot Windows 7, 10 Operating System Hardware/Software

MacOS, iPhone IOS systems

Diagnosing and resolving hardware, software, networking, and system issues

End User Support log, track and manage all incidents, problems, and support requests in the Technology Service Desk (Service Now)

Provide IT resolutions with managers, team members, clients, end users

Replace monitors, keyboard, wireless mouse, DVI, VGA, HDI cables.

Update users accounts remove password locks, and reset passwords (Active Directory)

Provided end user support via, remote access, remote viewer, by phone, and screen share Skype for Business. Globally, and geographically

Troubleshoot MS Office365 Outlook, Skype for Business, MS Teams, and Excel

Symantec PGP Encryption key issues

Cisco AnyConnect VPN and Network issues

Troubleshoot network connection issues via Network Troubleshooter

Windows IP Configuration by command prompt ipconfig/ipconfig/all

Repair Network Problems via command prompt(admin)

Reset TCP/IP and Flush DNS Cache

TCP/UDP Protocol Active Connection by command prompt netstat -n netstat -a netstat -f

Manage Windows Server 2012R

BitLocker Recovery Key

Active Directory, ARS, SCCM

SFTP/FTP File Creation -FileZilla

SharePoint, Azure-Intune Corporate mobile devices

Multi Factor Authenticator MFA

Microsoft Identifier Manger (MiM’s) Partner and Service account creation

WIFI Device Portal- Manage and Troubleshoot corporate mobile devices

Monitor account lockouts via PowerShell commands

Apply and check for Windows System updates

Check system processes, and performance by Task Manager

Run Anti-virus scans

Apply software updates via Software Center

Apply device driver updates via Device Manager, Dell Support Center, HP Support Center

Run hardware diagnostic analyzer to check system posture

OpTech-Client/Server Ops Analyst -Field Service

Banking Financial

Troy, Michigan – Aug 2018-Feb 2019

End-User Support Cisco Telephony Assistance

SQL Server Reporting Services/Task sequence deploy status

Provide IT resolutions with managers, team members, clients, end users

Image laptops, desktops, and workstation deployment using (SCCM)

Upgrade end users from windows 7 to window 10 environment (SCCM)

Applied Group Policy/Updates/GPresults (Admin cmd prompt) user accounts settings

Replace desktop hard drives, and cmos

Add RAM for more memory

Solve technical problems in person, by phone, and virtually using remote access

Desktop installation, workstation setup, configure, and repair, replace peripherals.

Traveled geographically to support and troubleshoot banking center laptops/desktops

End User Support log, track and manage all incidents, problems, and support requests in the Technology Service Desk (Service Now)

Replace monitors, keyboard, wireless mouse, DVI, VGA, HDI cables

Asset management and inventory of all computer equipment using (Access Database)

Image/Re-Image desktops and laptops computers (USB)

Windows upgrade analyzer/Files, and folders using (SharePoint PMGT)

Format/Delete Partition (Admin command prompt)

Desktop installation, workstation setup

Apply windows system updates, and driver updates (Computer Management)

Terumo Medical Group- IT Administrator Support Intern

Medical Group

Ann Arbor, Michigan – Aug 2017-Dec 2017

Update folders/files excel spreadsheet (SharePoint)

Deploy Software Updates (Configuration Manager Console)

Image/Re-Image desktops and laptops computers (USB)

Wipe Desktop/Laptop computer lease returns (Dell products)

Install software application update troubleshoot registry issues (File path, Admin, cmd prompt)

Push application to client’s machines (SCCM)

Apply and manage application licenses (Excel spreadsheet)

Update users account remove password locks, and reset passwords (Active Directory)

Responsible for new user set up and disabling accounts using (Active Directory)

Upgrade employee’s desktops/laptops from Windows 7 to Windows 10 version

Provide support windows, remote access, email, skype for business, and by phone

Update users, groups (Active Directory)

Respond to help desk ticket system (Service Manager Console)

Windows 7 to 10 Move files, user profile by Source IP/Destination IP (USMT, SCCM)

by (LAN) connection

Remove device collection (SCCM)

Replace monitors, keyboard, wireless mouse, DVI, VGA, HDI cables.

Configure display setting, outlook, skype, edge, internet explorer browser,

Thompson Reuter’s- Technical Support Specialist Intern

Software Tax & Accounting

Ann Arbor, Michigan Dec 2016-April 2017

Receive incoming calls from Accounting Professionals/Tax Community

Verify and document customer information

Assist end users with troubleshooting steps for tax software application

Research Help & How to Center for resolution Knowledge Base System

Troubleshoot system crashes, error messages, and print option

Assist with uninstall/re-install .Net Framework, and Visual C++

Password reset, fire wall guidance, file locks, print issues

Remote desktop access WebEx

Restore path directory and file location

Troubleshoot office/system configuration

Escalate unresolved issues to next level of support

Troubleshoot vendor license, alerts/notices, and updates

Respond to Help Desk Ticket System

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