Technical support

NICOLE CHAPMAN

*** *** ******, **********, ** *9401

Cell: 610-***-****

***********@*****.***

SUMMARY

I am a technical and driven results IT professional with over 15 years' experience as a Sr. Technical Analyst covering a vast majority of software, hardware, mobile devices, networking and system administration. Along with team-based leadership style and excellent interpersonal / communication skills.

SKILLS

Experienced in active directory / exchange administration and all types of software / hardware and operating systems: LAN, WAN, Windows 2000, XP, Win 7, Windows 10, Terminal Servers / VM's, Windows Servers 2012, Microsoft Office 2010, 2013, 2016 and Office 365, and Duo Mobile for remote authentication. Remote access such as Microsoft VPN, Citrix Access Gateway, NetScaler, Global Protect and AnyConnect. Exchange 5.5, 2007, 2010, 2016. Provide server, network and workstation administration and support, Novell, AS400, Altiris, Remedy, Service Manager 2016, Lan Desk, Salesforce, Lotus Notes, Oracle, Citrix Command Center, Citrix Director, Citrix Xenapp, AS400, Share file and SharePoint. Reimaging & pushing out software via SMS, Ghost, Windows Deployment Server and SCCSM, Virus Protection such as Symantec Antivirus, Force point, Triton, Carbon Black and Malwarebytes. TCP/IP, Tracert, IIS, DNS, DHCP, Internet Proxies and Firewall. Desktop / Laptop support for Apple Macs, Compaq’s, Dell’s, IBM’s and Microsoft Surface Pro. Along with Data Center support with operating EMC Storage with backup’s and restores. Also, setup desk phones such as NEC and Cisco IP phones with assigning extension, voicemail resets, Jabber and utilizing PBX and MatWorx. And configure network printers such as Canon’s, HP’s and Xerox and setting them up on DHCP / Print servers. As well as using network monitoring tools such as Solar winds to monitor any network outages. Along with providing support for handheld devices such as iPhone, I Pad’s and Samsung Tablets and MiFi’s.

EXPERIENCE

MODSPACE (AFTER 10 YEARS WILLSCOT ACQUIRED MODSPACE)

Berwyn, PA

Technical Analyst 01/2009 to 4/2020

Build, configure, upgrade and troubleshoot computer hardware such as laptop’s, desktop’s, software, printers and handheld devices such as iPhone, I Pad’s, Android tablets and NEC / Cisco IP Phones. Along with Jabber and Control Max

Sole IT Support Tech at Berwyn building supporting 200 plus people as well as receiving call and tickets for 2000 plus remote users.

Assist with creation of new hire Active Directory accounts, emails, distribution groups, application accounts. Also, take care of network / software password resets and creating assigned telephone extensions for NEC and Cisco IP desk phones utilizing MatWorx and Repartee

Citrix Support – configuring profile for Citrix receiver / store front / XenDesktop / XenApp & Netscaler. Also utilize Citrix Director for any hung sessions (11 years’ experience supporting Citrix)

Provide new hire training in getting users trained on how to sign on and access all software’s such as ADP, emails, Citrix Receiver, Office 365, Windows 7 & Windows 10, SharePoint and if they have wireless devices, I help them get setup on their iPhone, mifis and tablets.

Respond to inbound / external calls, emails and Skype chats for any technical hardware and software support.

Update and keep track of all inventory management such as software, licenses, hardware and other IT supplies. And prepare evaluations of software or hardware and recommend improvements or upgrades,

Create and resolve cases within SLA regarding desktop support, printer support, network, VPN, phone and security issues.

Data center upkeep and running patch connection

Provide hands on fixes whether it be taking apart pc's and replacing with spare parts, computer reimages from Windows 7 and Office 2016 to Windows 10 and Office 365 and performing IMAC (Install, Move, Add, Change) and Break-Fix services.

Ensure Microsoft updates are applied and use Triton / Carbon Black for any virus intrusion. As well as Bitlocker for drive encryption

Knowledgeable in windows management including Active Directory, Group Policies, Security, DNS, DHCP, RDP, Windows Firewall and Server Administration. Along with using Two Factor Duo Authentication for Microsoft.

Configure Xerox and Canon printers on print servers via DHCP.

Monitor network system alerts via Solar Winds to see if the network is down at any office locations whether it is a router, switch or asa.

Support Salesforce administration of accounts and installations.

Utilize SCCM and Landesk with pushing out new computer images, configure Citrix Receiver, XenMobile and MDM server for software applications and pushing any apps out to iPhone and tablets.

Handle all termination access and make sure the appropriate steps are completed with data being backed and given to the appropriate person.

Work with outside vendors such as Dell in regard to warranty information and equipment replacements.

Also work with Verizon with any service and termination requests in regard to MiFi’s, iPhone, Android and Apple I Pad’s.

Develop training material and procedures on the proper use of hardware and software.

Configure and troubleshoot remote access such as Microsoft VPN, Citrix Access Gateway, AnyConnect and NetScaler.

Assist users with third party applications such as DocuSign, NPS, OSG and Oracle Financial accounts.

Create workflows for any new hires / terminated users.

Make sure switches / ports are plugged in at the datacenter to ensure each users data port are configured for network connection.

Activate cloud license for requested applications.

COMCAST

Oaks, PA

Helpdesk / Technical Support Analyst 01/1998 to 12/2008

Active Directory / Microsoft Exchange: Support or the Microsoft exchange email environment as well as other collaboration technologies, such as Active Directory and Blackberry Enterprise Server administration.

Provide daily administration of users, groups and security in a Microsoft Active Directory environment. Create network accounts for all new hires and contractors along with assigning appropriate group membership rights. As well as creating distribution groups in the appropriate containers whether for the Division / Regional offices.

Provide daily administration of users in a Microsoft Exchange environment. Responsible for creating all email accounts for all user's in the appropriate containers. And creating system resource exchange mailboxes for all departments. As well as doing exchange server migrations and assigning user's the appropriate mailbox size.

Perform system administration duties in a Windows Active Directory environment. As well as support, maintain and administer third party applications as well as Active Directory and Microsoft Exchange. Along with applying group policy to the appropriate groups as well as resetting network accounts and monitoring access levels for all users.

Administer moving email exchange accounts from one exchange server to another as well as moving accounts to legal on-hold access. And took care of the daily De-Provisioning termination list from corporate that consisted of the removal of all term accounts and cleaning up of all user data that has been termed from the company and giving a copy to their managers.

Help manage network system backups with Veritas NetBackup. And perform routine preventative maintenance on all hardware on a routine and scheduled basis. Along with wireless remediation in making sure there is no unauthorized wireless connections not encrypted.

Technical Support / Help Desk: Perform level 2/3 support to end users and Executives in the division and regional offices. Assist regional and other divisional IT analyst from a divisional aspect on technical administration. And perform hardware and software roll out's / upgrades as needed. Along with setting up training rooms with training pc's / routers and ensuring proper connectivity.

Provide IT support that includes installation, configuration, monitoring and troubleshooting / repair of desktops, laptop's, printers and network shared drives. Along with software support by maintaining company standards and assisting with any network or technical problems, whether it be Windows 2000, XP, VPN, wireless or Microsoft products such as Office 2003, Office 2007 and other third-party application as well as remove malware virus from infected machines. And applying the latest patches. Updates and encryption software to computers.

True-Op Asset Management - Kept inventory of all software licensing and hardware equipment and administer quotes for purchases on new software or hardware requirements. Completed all coding for invoices for the IT department so that they may get paid for any purchases. Worked with vendors such as Dell and More Direct for all hardware / software and licensing requirements that need to be purchased for various departments. As well as keep an adequate supply of hardware equipment for a quick turnaround to end users. And create appropriate documentation on application deployment, configuration and related processes.

Configure, setup and repair all computer's, laptop's and printers. As well as setting up wireless connectivity and setting up smart phones. Serve as the go to person for all new hires from start to finish in setting up network accounts, email accounts and assigning group rights. And then preceding to setting up their laptop's / computers with all required software and then delivering it to the appropriate person.

Load and configure all software that is to be deployed on machines for end user's and executives. And push out all Microsoft patches and do daily backups and restores on the servers using Veritas NetBackup. Along with monitoring server space and making modifications as needed. And administer Entrust Identity Guard Administration for issuing and resetting grid cards for VPN usage.

Receive and resolve all technical problems sent from email, phone and Remedy tracking software. Problems range from hardware, software, wireless, VPN, Blackberry and connectivity. As well as resetting or unlocking users network accounts.

Use BlackBerry Manager Version 4.1 for all blackberry account activation, provisioning, porting of phone numbers, password resets and configuring email on all new blackberry handhelds for all Eastern Division users. Handheld range from Sprint models as well as Nextel blackberries.

Suburban Cable: Tier 2 Helpdesk – Got Acquired by Comcast

Performed computer upgrades and repairs to corporate users as well as traveling to remote location for any technical difficulties.

Preform helpdesk support and created all SLA monthly reports for Remedy tickets for all IT departments. Configured all desktops and laptops with Novell and laptop and all required software. Held training sessions for all new cae's / employees on how to use Lotus Notes email.

Operated the EMC Data Manager, (daily up-keep. backups and restores).

EDUCATION AND TRAINING

CERTIFICATION: INFORMATION TECHNOLOGY 1997

Computer Learning Systems, Plymouth Meeting, PA, USA

Information Technology Systems Professional - Microsoft Products

CERTIFICATION: INFORMATION TECHNOLOGY 2000

PTS Learning Systems, King of Prussia, PA, USA

Lotus Notes R5. Domino User / Administrator

Linkedin – Cybersecurity Foundation – Certificate Sept. 2020

Linkedin – Learning ITIL – Certificate Sept. 2020

Lindedin – Certificate of Completion – Slack

Linkedin – Certificate of Completion – Microsoft Essential Training for Administrators

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