KAPRISHA TUNSON-BALLARD

770-***-****

adjdpf@r.postjobfree.com

Objective:

To obtain a position in the Information Technology field that utilizes my analytical, troubleshooting, and organization skills.

EDUCATION:

MAY 2015

Bachelors of Information Technology Network/Security, Clayton State University

Certifications:

Security+ (pending)

TECH SKILLS:

Hyper V and VMware

Windows 7, 8, 10

Microsoft Exchange and Office 365

ConnectWise

SCCM

LANDesk

SharePoint

Windows Server 2008/2012

PowerShell scripting in Exchange

Understanding of DHCP and DNS

Linux

Active Directory

Troubleshooting network issues

LAN/WAN

Microsoft Azure

Meraki

Office 365

Troubleshooting devices, applications, and software.

Citrix

WORK EXPERIENCE:

Sinch

Technical Account Manager/Dedicated Support Engineer Feb 2019- Now

Work closely with Client related issues and support them for technical issues related to the Sinch platform.

Monitor and support the core Sinch messaging platform, including actively promoting a close working relationship with our clients and other teams.

Provide day-to-day monitoring and sometimes operational support and administration of Linux/Java- based services during installation, configuration and regular upgrades or maintenance of the Sinch core messaging applications.

Bash scripting in Linux

Collaborate closely with the other parts of the organization like commercial operations and billing if needed.

Troubleshoot problems with and help reconfigure the messaging platform as needed to ensure the timely delivery of messages

Interdev

Systems Engineer II Nov 2018- Jan 2019

Support relating to issues with the internal systems and network infrastructure.

Support services for Microsoft related technologies: Windows Server, Exchange, SharePoint, etc.

Uses Active Directory for user account configuration, setting up domains, organizational units, assigning groups, etc.

Office 365 administration and assisting users with access and cloud issues.

Support services for virtualization technologies: VMware, Citrix, etc.

Hands on Support for desktops, laptops, mobile devices, printers, and computer peripherals.

Administer hosted and cloud solutions for customers using technologies that meet their requirements.

Support disaster recovery solutions.

Uses ConnectWise automate to remotely connect to PCs, deploy software packages, patches, and updates.

Uses ConnectWise to create, update, and close tickets as well as document processes.

Remote access solution support: VPN, Terminal Services, and Citrix.

Provide user friendly procedures for common issues to users.

Document maintenance for all computer systems and network issues.

Give excellent customer service and communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

5Q PARTNERS

Systems Administrator/Client Advocate (Contract) Feb 2018 – Nov 2018

Provide technical assistance and support for incoming queries and issues related to Windows Operating Systems and Mac OS, mobile devices, software, and hardware.

Document technical processes and procedures in knowledgebase IT Glue.

Uses Autotask to create and update tickets as well as maintain daily operational SLA performance for individuals and team.

Manage O365 accounts for 20+ clients and assist in all issues.

Troubleshoot LAN/WAN and TCP/IP issues.

Manage/Troubleshoot SharePoint issues and escalate as needed.

Uses Azure Active Directory to manage client users and groups in cloud.

Uses ConnectWise to assist customers through problem-solving processes remotely.

Install, modify, and repair client connectivity including: hardware, software and applications on Windows 7, 10, and Mac devices.

Troubleshoot VPN operational and connectivity issues.

Track, trend, and report on service degradations that repeat in nature.

Monitor and troubleshoot network and servers for 5Q clients.

Assists with desktop and laptop imaging and installations on Windows 7, 10, and Mac devices.

Uses Webroot to monitor, secure, and track security issues on devices.

Assists in the operations of enterprise systems as needed

Create and update user accounts as needed using Active Directory.

Experience working in ITIL structured company and adding ideas and value.

Fulton County Schools

Tech III Support Specialist (Contract) MAY 2016 – Feb 2018

Provides enterprise level infrastructure support in both server and workstation operating systems: to include but not limited to VMware 5.x, Windows Server 2012 and Windows Server 2008, Windows 7 Enterprise and Windows 8.1, Windows 10.

Supports and maintains computer systems, desktops, and peripherals to include installing, diagnosing, repairing, maintaining, and upgrading all hardware/software and equipment while ensuring optimal performance.

Performs basic networking maintenance functions such as user creation and assignment of rights and permissions.

Uses Microsoft Azure to monitor and protect users and devices against suspicious activity.

Assists with network design and implementation for wired and wireless networks; organizes and troubleshoots problems; monitors underlying communication protocols and supports network hardware and software; maintains application data integrity and availability.

Uses LANDesk to manage endpoints, create packages, deploy packages and patches, reimage machines, etc.

Set up and manage users in O365, install office products, and assist end users with applications.

Provides for creation, testing, and distribution of images for Windows and Mac operating systems.

Manage all users and groups, passwords, email addresses, and access to servers in Active Directory.

Create, assign, update, and close tickets using Service Desk.

Assumes responsibility for testing, packaging, installation, and deployment of District approved curriculum and business software applications; installs and maintains software on servers and workstations.

Provides testing and recommendations for software acquisitions, upgrades and versions.

Implements and maintains network security and virus protection; performs server security and patch updates as necessary; maintains tight security measures on all systems and networks.

Implements consistent data backup and recovery processes using Barracuda.

PowerShell scripting for Exchange to add, update, and change email addresses.

Develops documentation as required including installation instructions, configuration guides, and impact analysis documents; Analyzes information to determine, recommend, and plan layout, including type of computers and peripheral equipment modifications.

Monitors, tracks, schedules, updates and closes district work orders within the automated system on a timely basis.

Upgrade Dell laptops and desktops (32 and 64bit) to Windows 10 from Window 7 as well as document any issues with Windows 10 images.

Fulton County Schools

School Technology Specialist August 2015 – May 2016

Assists with general maintenance to keep network running smoothly.

Assists with coordination and network-related repair requests with Information Technology personnel.

Documents LAN wiring diagram including: wiring closet identification, wiring closet equipment configuration, and wiring drop identification.

Maintains technical documentation required to support the local-area network.

Performs maintenance and support of assigned servers and resources.

Manage teacher and staff groups and access in Active Directory.

Monitors disk space and server back-ups.

Performs addition/removal of staff/student network and/or system access permissions.

Ensures school level conformance to the District’s software acquisition procedure/process.

Image and upgrade student and staff devices from Windows 7 to Windows 10.

General maintenance of Windows OS and hardware issues.

Parallon Business Solutions

Technical Specialist August 2014 — August 2015

Follow through on all requests for repair and/or software problems from end users.

Investigate and resolve issues related to PCs, telecommunications and/or printers.

Demonstrate the ability to remain current with a rapidly advancing industry involving highly technical equipment.

Manage LAN, WAN, PC, and voice technologies.

Continuously make recommendations for process improvements.

Create, assign, update, and close tickets using help desk ticketing system.

Trend issues to identify prevention opportunities.

Manage PC, application, and hardware related issues using BMC Remedy.

Upload and manage company inventory in WASP.

Troubleshoot Citrix server issues.

Manage users and groups as well as create and reset passwords in Active Directory.

Deploy software/patches and manage collections for PCs using SCCM.

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