Desktop Support Security

Teralyn Anne Davis

619-***-**** **********@*****.***

Help Desk / Field Support Specialist / Software Support technician

Information Technology Professional with 10 years if experience integrating high performance LAN/WAN solutions to meet challenging business needs.

Solid expertise administering, optimizing and supporting network infrastructures under MS Windows 2000 and 2003 environments.

Outstanding analytical time management and critical problem solving skills; strategically manage time and expediently resolve problems for optimal productivity, improvement and probability.

Strong technical background with a solid history of delivery outstanding customer service. Genuine commitment to quality and customer satisfaction.

Highly effective liaison and communication skills proven by effective interaction with management, users, team members and vendors.

Technical Proficiencies

Platforms:

MS Windows 2000/2003, Windows XP, Vista, Windows 7, Windows 8, Server 2008, Server 2012

Services:

Security Policies, WUS, DNS, WINS, Ethernet, Active Directory setup and Management

Payment Logistics *-

POS and Network Support Tech

8/2018- 05/2020

Mitchell1 Poway, California

Software support 3/2012 – 11/2015

Under minimal supervision, provided technical support to customer on a computer-based auto repair shop management and accounting system. Support provided by telephone, email, remote computer access and written communication consistent with objectives and standards set for the department. Documented accurately all product related problems in electronic call tracking system. Maintained and contributed to knowledgebase. Assisted management in training new employees in daily operation. Ran queries on SQL database management systems. Repaired Microsoft Access database management systems.

Fedex / Innosource Colorado Springs, Colorado

Operations Analyst 9/2010 – 2/2010

Tasked with monitoring over 300 nodes in a data center environment; including problem analysis of system health, and backups. Running system health checks to ensure data availability via the use of multiple networks and system tools on multiple operating systems platforms. Maintain extensive logs, central point of contact and tech bridges for problems in the environment.

Einstein / Noah’s Bagels Golden, Colorado

Field Installation Technician / Quality Assurance Technician 5/2007 – 1/2008

Traveled to remote sites on the west coast installing a windows platform of kitchen display systems to help ensure quality of service. Installed all hardware at the remote site to include: Point of Sale (POS), Wireless point of order systems, Multiple Wireless Access Points (WAP) and Display LCD monitors to enable the restaurant ability to maintain profitability. Exercised customer service skill as a liaison between store owners, their management and our corporate office. Utilized team work to solve connectivity and programming issues. Responsible for configuring and implementation of wireless hand held devices. Assisted in the quality assurance testing to ensure all equipment was working properly prior to the equipment being shipped to the remote locations.

Richmond American Homes / MDC Holdings Centennial, Colorado

Helpdesk / Security Administrator 8/2006 – 5/2007

Provided first response and tier two level support to multiple satellite locations across the United States. Responsible for providing Support in identify management and security architecture standards across multiple systems. Ensured compliance of IT security policies through the management of user and computer placement into security groups utilizing role based access control across multiple Active Directory domain environments. Extensive knowledge of Active Directory management of Users, Security and Distribution groups. Troubleshot a myriad of issues to include, but not limited to: Network connectivity, Active Directory permissions / user right assignments, and printing / efax. Worked seamlessly with other teams members to solve a variety of different issues both locally and remote.

ITT Industries Systems Division, Al Taji, Iraq

Systems Administrator / Desktop Support Specialist 3/2004 – 3/2005

Recruited as a member of team to plan, optimize and enhance network infrastructure to ensure appropriate delivery of services to the US Military throughout Iraq. Support more than 3000 military personnel throughout Camp Cook. Plan and lead team of 3 in administering 2 large – scaled classified and unclassified networks to provided voice and data services to users, utilizing MS Windows 2003 Active Directory. Managed file, backup, WUS, antivirus and Exchange services in tactical environment, including identity management, security, mailboxes, patches, fixes and proprietary applications. Spearhead the design and implementation of computer baseline procedures to prepare new workstations use on the network. Monitored internal system security, including Active Directory accounts and permissions. Provided Desktop and Help Desk support to users.

Hewlett Packard, Colorado Springs, Colorado

Customer Service Representative / Help Desk Support Specialist 8/2003 / 2/2004

Supported Microsoft employees by provided Desktop Support service. Maintained customer relations over the phone as well as in person. Provided first and second tier support directly to the end users. Drafted daily customer services reports to management. Collaborated extensively with management, team members and vendors to analyze needs and implement appropriate solutions. Researched recommended and facilitated the deployment of new hardware and software into the environment. Set up and configured MS Windows 2000 / NT desktops and laptops. Provided hardware, software, Exchange, and networking support to users.

Education and training

Arapahoe Community College

Cisco Certified Network Associate class 9/2011 – 10/2011

New Horizons

A+ Certification / CCND 6/2009 – 6/2010

Peyton High School, Peyton, Colorado

High School Diploma 8/1997 – 5/2001

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