Desktop Support Software

Iris Kelley

OBJECTIVE

A+ certified dynamic Technical/Desk side Support Analyst with excellent customer service skills seeking an opportunity to leverage my experience, customer service skills and IT knowledge to obtain an opportunity with a growing company

SKILLS

Active Directory, Adobe, Antivirus, Apple (iOS), Cisco, Clarify, Computer Hardware, Customer Service, Desktop PCs, Documentation, Email (Outlook), Ghost, Laptops, Listening, McAfee, Microsoft, Microsoft Access, Microsoft O365, Microsoft Outlook, Microsoft Project, Windows 7,XP,10, Network Security, Networking, Operating Systems (Windows, iOS), Organizational Skills, Pc Anywhere, POS, Printers, Retail, Scanners, SCCM, Technical Support/Desk side Support, Telephone Skills, Ticketing Systems (Remedy, ServiceNow),Time Management, Troubleshooting, Upgrades, VPN, Web Portal

CERTIFICATION

CompTIA A+ Certification

EXPERIENCE

Fulton County Schools (contract) November 2020 – December 2020

IT/ Desktop Support

Provides assistance to schools in troubleshooting IT technology in classrooms, media centers, admin facilities and support offices.

Manage service requests through the ticketing system using ServiceNow

Communicates bi-directionally regarding status of IT incidents and planned IT initiatives (such as online testing) to the service desk, technical support coordinators and schools through the incident tracking software.

Supported Windows 10, O365, Android and iOS mobile phones

Set up new devices & workstations using SCCM for imaging a pushing software and updates

Maintain data catalogue of inventory and performs record keeping functions of hardware locations, assignments, quantities, types and required repairs, including start-up and end-of-year processes.

Siemens Corp (Contract) August 2018-April 2020

End User Support

Provided High level support to 1000s of end users globally with upgrading to Office 365 on laptops and mobile devices assisting with setting up Azure multi factor authorization enrolling users in the MDM system.

Upgrade of Windows 7 to Windows 10 and provided end user support

Utilized ServiceNow for ticketing and issue tracking

Performed application installs and updates utilizing SCCM

Maintained and improved the internal audit process and documentation of best practices

Troubleshot and resolved complex issues across multiple OS systems including Windows 7/10

Wipro (Contract), Atlanta GA June 2017 – March 2018

Desktop Support Tech

Worked in a team of 14 to provide support to internal employees across the US to ensure the production environment was maintained.

2nd point of contact for hardware and software issues encompassing a wide variety of laptops desktops handheld and mobile devices including Windows, Android and iOS

Utilized SCCM to push application installs remotely

CBS Corporation (Contract), Dunwoody, GA February 2017 – May 2017

Desktop Support Technician/ AIRWATCH - MDM Email Migration

Windows 7/10 support and troubleshooting. Creating active directory accounts, updating permissions adding/removing users.

Migrating users from Office 2007 users to Office 365 by identifying, preparing, and moving OST and PST files.

Upgrading Android and Apple users from Mobiltron and Casper to AirWatch MDM (Mobile Device Management).

Ticket logging into Service Now and tracking issues until resolved

Home Depot SSC, Atlanta, GA February 2016 to February 2017

Desktop Support

Support is provided via desk side, customer walk up remote tool (SCCM VPN) email or phone queue of all desktop PCs, tablets, laptops, peripherals, video conferencing, and mobile devices.

Images PC's and installs software and software updates using SCCM.

Responsible for account management in Active Directory along with overall knowledge of all current site-licensed software including: Windows 7, MS Office Suite, MS Project, Visio, Outlook, Anti-virus, and Adobe products installing and troubleshooting all software "break-fix" issues

Resolving VPN connectivity, and logging issues/tickets into Service Now.

Department of Education, Atlanta, GA (Permanent) August 2010 to March 2016

Systems Analyst

Primarily responsible for phone/email support of internal applications supporting all of the State of Georgia school districts. *Resolved system and account lock outs, as well as correcting data errors.

Used PC Anywhere and LANDesk to troubleshoot remote desktop hardware, software, and connectivity issues.

Ticketing was performed with Remedy

Supported users with Remedy Call tracking and case management.

Provided technical support for WinXP and Win7 &8 issues, user accessibility problems to business applications and network access to the GA Dept. of Education web portal.

Also addressed resetting of passwords and network security.

Department of Education, (Contract) Atlanta, GA August 2006 to July 2010

IT Support/Desk side Support

Primarily responsible for phone/email support of internal applications supporting all of the State of Georgia school districts.

Resolved system and account lock outs, as well as correcting data errors.

Used PC Anywhere and LANDesk to troubleshoot remote desktop hardware, software, and connectivity issues. *Supported users with Remedy Call tracking, case management.

Provided technical support for WinXP and Win7&8 issues, user accessibility problems to business applications and network access to the GA Dept. of Education web portal.

Also addressed resetting of passwords and network security.

After Hours, Norcross, GA (Contract) July 2005 to July 2006

Store Support Analyst/PC Staging Support Technician

Performed Windows Upgrades, PC Refresh, and PC Staging and Ghosting of Dell computers and laptops. Installed, configured, and troubleshot various POS system software for retail stores using Vantive as call tracking system

Took complete ownership of issue until resolution by software improvements or dispatch of hardware techs.

Completed installation of HP network and local printer.

McAfee Safe boot Encryption installation and troubleshooting for Windows XP were also used.

Home Depot, Atlanta, GA (Contract) January 2003 to June 2005

POS Support Technician

Answered calls from all of US and Canada POS end users regarding hardware and software failures. Configured PC's, Handheld Scanners, Scales, and Vaults remotely then logged all calls through Remedy/Clarify software with resolution along with upgrades to Microsoft OS systems and Office products.

As needed, dispatched calls to field with correct parts and action plans.

Dendrite, Somerset, NJ February 2000 to February 2002

Break/Fix Technician

Technical support on-site that included all Pfizer Pharmaceuticals reps across the US.

Performed Local and Network HP and Dell printer configuration and installs, break-fix, Dell PC's and Laptop Desktop rollouts, network port troubleshooting and activation using Ghost App, Cisco VPN, Microsoft Suite, Remedy and various non Microsoft products.

Extensive troubleshooting of MS XP Professional OS, Windows XP, Outlook documentation creation, Blackberry activations and troubleshooting, L

Local and Wide Area Networking connectivity.

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