Dawn Howell

Fredericksburg, VA

Email:adkb5f@r.postjobfree.com

Contact: 845-***-****

PROFESSIONAL SUMMARY

Tier 2 -3 Desktop Support Analyst with 7+ years of experience and in-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing customer and end-user help desk support, Adept at identifying and resolving technical issues and concerns, Excellent communication and presentation capabilities, Works well independently or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance.

TECHNICAL SKILLS

Microsoft Office application software, Windows 7,8,10 OS, MacOS, Active Directory, SQL Server 2008- 2012, Server 2016, VPN, Microsoft Office 365, OneNote, One Drive

Knowledge in SCCM, Altiris, and Windows deployment Service

Outlook 2010 – 2013, remote applications DameWare and TeamViewer, Networking fundamentals and PC hardware and peripherals, LAN environments using TCP/IP, DHCP, DNS.

Knowledge of mobile device configurations including Duo Mobile (Iphone, Android, Blackberry)

Experience with Foreign System interfaces HL7, such as, Cerner PowerChart, Cerner RadNet, PowerChart Ambulatory, Eclinical Works and McKesson, Video conferencing

Knowledge of CCL programming language, SQL, and javascript.

Expert in ticketing systems Remedy, Navigator services, Zendesk, SharePoint, Service Now, and service desk.

Ability to resolve and respond to complex/escalated questions via telephone or face to face interaction.

Strong ability to recognize customers’ competence level, and approach each level accordingly.

Excellent interpersonal, written and oral communication skills. Ability to balance, prioritize and organize multiple tasks.

Digital forensic tools WinAudi, DevManView, Wireshark, and NetWitness.

WORK EXPERIENCE

General Dynamic Information Technology

Desktop/ Help Desk Support – F-35 Program Sept 2020-Present

Supporting all F-35 executives with technical issues, including installation, configuration, and troubleshooting computer system, printers and network connectivity.

Provision and deploy computers and mobile devices, such as smart phones and tablets.

●Serves as the main contact for after-hours support to all JPO executives

●Also providing Tier 2 and/or Tier 3 support to other JPO, contractors, and Military personals on F-35 projects at JPO offices and Pentagon. Resolves reported problems related to hardware, operating systems, applications, software updates, and configuration issues.

Troubleshoot issues with Microsoft 0365 and other MS applications, installing applications, pushing security patches, and ensuring all government devices are in compliance.

Providing Technical support for classified and unclassified meetings, including setting up WebEx meetings, and conference rooms.

Setup new users account in Active Directory, reset password and unlock accounts.

Assist user with recovery CAC certificate, and publishing certs.

Work with project team to deploy new computers to all JPO members and contractors.

Cerner Corporation, Valhalla, NY Aug 2019 – Sept 2020

Senior BMDI Consultant

Consulting with the clients during implementations to deliver client-specific configuration, testing, and training.

Responsibilities including consulting with clients on current workflows and configurations, upgrade implications, system changes and enhancements as well as ongoing system maintenance.

Involve with all aspects of system build as it relates to Bedside Devices, Fetalink, RRD tools delivery across venues.

Involve in CORE build, such as working with client management team to update all providers and non-providers data in HNAuser and updating DCWs for millennium upload.

Support testing with Philips teams and setting up all devices relating to BMDI.

Gap Inc. Fishkill, NY September 2018- Aug 2019

System Engineer (Consultant)

●Provides second- and third-level technical support to internal customers' workstations, peripherals, and associated systems.

●Work with team to implementing creative and standard solutions; serves as a resource to junior technicians.

●Lead SOTI mobile management project for location such as warehouse wireless devices, setting up static IP address along with checking signals strength for WIFI/end user devices.

●labeling the inventory/ checking the firmware updates on workstations on monthly basis.

●Resolves reported problems related to hardware, operating systems, applications, security/software updates, materials handling systems, and configuration issues.

●Lead Window 10 migration project

●Setup video and tele conferencing for meetings

●Imaged workstations, Laptops, Tablets using SCCM, pushed security patches, worked with BIT locker.

●Works with other IT team members to identify and resolve operational problems.

●Supports the planning and installation of new end-user systems and upgrades.

●Ensures practices and policies for technology areas are revised as needed.

●Troubleshoot, repair and configured all Zebra hip printer and wearables including configuring Wi-Fi capabilities and SSH in timely manner

●Manage all Tablets configurations and build for all departments managers and supervisors along with security updates

●Conduct inspection on all IDF cabinets with USPSes and PDU for Old Navy and Gap Fishkill location

●Assigned Static IP addresses to over 100 UPSes that supports network switches.

●Work with network team to troubleshoot network issues in 2 of Gap Facilities.

National Grid, Syracuse, NY February 2018- Aug 2018

System Support Analyst (Consultant)

●Utilize ServiceNow to manage and record incident report to resolution and root cause analysis.

●Ensure a seamless resolution of issues by engaging with co-located resolver team to maximize first contact resolution

●Utilize tools and systems access to resolve field engineer user issues wherever possible

●Provide field engineer users with an excellent level of customer service, keeping them informed of progress of issue resolution and setting customer expectations correctly

●Windows certification and experience in supporting both Windows and iOS based machines

●Analyze and monitor all open FFHD incidents and determine which incidents require FFHD escalation and follow up with respective incident owners to ensure analysis

●Provide both level 1 and level 2 support on business applications

●Manage data within ServiceNow tables, import data sets (HR, Location and Asset/CI data)

●Utilize Knowledge Base software and create /attach Knowledge Base articles, view/edit knowledge navigation

●Add/modify/delete users, groups and roles and provide password and license management within Active

Directory

Omnicom Media Group - Hermes of Paris, New York, NY October 2017 - January 2018

Technical Analyst (Consultant)

●Imaged new computers using Altiris deployment software, and assisted users with data migration

●Coordinated service calls for devices such as printers, faxes and phone systems

●Worked with IS Manager to distributed and install software and application upgrades

●Resolved POS sales and register issues as it related to Cegid.

●Maintained a daily record of servers companywide, while troubleshooting, reporting and logging trends that may adversely affect the system

●Worked with technical services and support center to resolve Help Desk issues.

●Installed and upgraded peripherals as required assisted with Windows 10 migration.

●Ensured server applications are functioning nationwide, such as: ArcServe – Powerchute – NT event viewer

●Trained users on laptop and remote laptop usage

●Assisted Support Center Manager and other IT Managers with the development and completion of special projects

●Reported any wide area connection problems (phone, data TI’s) and coordinated with the managers on resolving the issues

Cerner Corporation, Kansas City, Missouri Feb 2016 – Aug 2017

Technical Support Analyst

●Provided technical support to two of Cerner’s main EMR applications; PowerChart and RadNet

●Investigated and resolved service issue requests, and met SLA

●Provided functional and technical expertise to clients and collaborated with project teams who were implementing Cerner software

●Responsible for solution related service request investigation, incident resolution, application maintenance, and software product testing

●Utilized and maintained knowledge of CCL programming, and Foreign System Interface (HL7)

●Implemented new solutions for end users while troubleshooting software issues

●Resolved and responded to complex questions received via telephone or ticketing system

●Provided support on services in accordance with current Cerner standards

Illy Cafe North America, Inc., Rye Brook, NY August 2015 – February 2016

Help Desk/Desktop Support Analyst

●Performed break-fix and help desk/desktop support to end users in multiple locations

●Provided telephone and desktop support to divisional community for software, hardware, and various infrastructure related issues according to the company’s support policies

●Ensured that all requests from users were logged and escalation procedures were followed

●Maintained problem status/resolution information in ticketing database

●Installed and configured desktop computer system hardware and software (including operating system and applications software)

●Resolved issues with wireless network, TCP/IP, DHCP, DNS, VPN

●Installed and configured printers and various network connected equipment

●Participated in maintaining, testing, and updating PC deployment images

●Assisted in the maintenance of production desktop images: worked with scripts to automate redundant tasks

●Basic user administration in a Microsoft Active Directory environment

●Setup video and tele conferencing for meetings

Westchester Medical Center APS, Hawthorne, NY February 2015 - August 2015

Help Desk Engineer

●Resolved issues with applications such as eClinical Works, Cardio Merge and McKesson

●Provided computer hardware and software support for all Westchester Medical Center Advance Physician Services users

●Researched and resolved problems using available tools such as the help desk knowledge base and remote control

●Managed, updated, and maintained the help desk problem, inventory, client, and knowledge databases

●Scheduled and performed computer operations. Delivered, upgraded, imaged and installed personal computers, windows-based terminals, application software and peripherals such as printers, copiers, scanners, and PDA's

●Responded, as needed, to network, server, and communications problems

●Diagnosed and resolved complex printing problems

●Basic user administration in a Microsoft Active Directory environment

New Horizon Resources, Poughkeepsie, NY June 2013 – February 2016

Helpdesk Support Analyst

●Provided computer hardware, software, and networking support for internal clients

●Answered end-user desktop computer questions via telephone and/or in person

●Installed new software, hardware, network scanners and printers

●Resolved all computer-related issues, maintaining work logs showing status on assigned projects

●Upgraded workstations, imaged new systems and performed software/hardware maintenance

●Resolved issues within LAN environment using TCP/IP, DHCP, VPN, and wireless networks

EDUCATION

Purdue University Global

Master Degree/Computer information system/Information Security, GPA: 3.85 May 2018

Kaplan University (acquired by Purdue University, now known as Purdue University Global)

Bachelor of Science in Information Technology July 2015

Associate of Applied Science in Information Technology July 2013

CERTIFICATIONS / ACHIEVEMENTS

CompTia Security+ Sept 2020

Active TS/SCI

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