Quachell Sherri Peele, SFC

•404-***-**** • adnanh@r.postjobfree.com •Atlanta,GA

Information Technology Professional Dedicated Mid-level Information Technology professional seeking to provide technical support and great customer service. Skilled problem-solver able to communicate with users on different levels of technical proficiency. Ability to troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.

Technical Knowledge:

Platforms: Windows Vista/7/8/10/Server, IOS, Android, Zendesk, SalesForce, Citrix, Remedy, Avaya, Cisco, ServiceNow, Linux,

Tools: Microsoft Excel, Microsoft PowerPoint, Microsoft Project, Microsoft Visio, Microsoft Outlook, Microsoft Access, Microsoft SharePoint, Office 365, Active Directory, Microsoft SQL server, Microsoft Exchange Server, Java Programming

Skills: Active Directory, Server Installation, Server Maintenance, Server Performance Management

Server Roles, System Recovery, Windows Based Networking, Remote Desktop, HTML5, CSS,

Installation, Configuration, Upgrading (system modules/addresses/ports/devices)

Diagnosing and Troubleshooting; Computers, Laptops and Mobile Devices

Preventative Maintenance: Motherboards, Processors, Memory, Peripherals;

Operating Systems: Installation. Configuration and Upgrading;

Media Topologies: Network topologies/ media connectors and uses/ identifying network components

Protocols & Standards: OSI & TCP/IP Model / Network Protocols / Network Service

Certifications: MTA: Windows Server Administration, MOS: Word 2013, MOS: Excel 2013, MOS: PowerPoint 2013, MOS: Outlook 2013, MOS: Access, MTA: Windows Operating Systems Fundamentals, Scrum Fundamentals Certified. MTA: Security Fundamentals

Education: Interactive College of Technology: Diploma Business Information Systems

Interactive College of Technology: Associate of Science Information Technology

Graduation date: June 2019

Western Governors University: Bachelors Degree in Cyber Security

Security +,ITIL

Grad Date 2022

PROFESSIONAL EXPERIENCE:

Raytheon Technologies Office 365 Support Ops Team 2/2021-Current

EXCELLENT communication and Customer Service mentality

supporting O365 migrations/upgrades

Use to ServiceNow ticketing system

Troubleshoot licensing issues in Office 365

Communicate with Teams skype and outlook

Strong organizational skills and a go getter mentality to solve problems quickly

Manage and communicate through emails, phone calls and meetings with individual users, BU, local helpdesk support and third party vendors

American Credit Acceptance DESKTOP SUPPORT III 12/31/2019- Current

Providing support in-person and over the phone with users

Assessing, troubleshooting and resolving hardware, software and server issues

Application troubleshooting, upgrade and deployments

Printer maintenance and troubleshooting

10zig and citrix set up and maintenance

Use of Atlassian jira ServiceDesk to document tickets and update inventory and knowledge base or confluence

Office 365 troubleshooting exchange on line auto archive and OneDrive and OneNote

Zoom for meeting troubleshooting audio and video issues

Set up an deploy VoIP phones

some mobile device support (iOS), and android support

shipping and purchasing equipment

Responsible for documenting and resolving tickets

Thin client imaging and deployment

Mondelez International Project Lead 8/2019 – 3/2020

Build and install PCs, wireless networks and peripheral devices (such as printers, scanners, handheld devices) related to desktop infrastructure in accordance with department standards

Maintain installed PCs, networks and peripherals with routine maintenance

Identified, log and resolve technical problems with software applications or network systems

Ensure that work is carried out within agreed service levels

Migrating desktops/laptops from Windows XP to Windows 7 or higher platform

Supported desktops/laptops backup and restoration

Clear communication of technical issues to the Service Provider (TCS)

Troubleshooting issues on the EUC devices such as Desktops, Laptops, Printers, Scanners and Handheld devices

Communicate the issues clearly over the phone call and email to the Service Provider (TCS)

Use of reporting and ITSM Tool

hardware maintenance and cabling

Apex/Dell/Microsoft/Delta Level 2 and 3 O365 Migration Support Specialist 5/2019-8/2019

User provisioning, License assignments, Mailbox migration to Office 365

PST migration to Office 365

Office 365 E-Mail Archiving setup and configuration Yammer Administration

Teams Administration and Configuration, Multi-Factor Authentication Single Sign-On

Creation of Audit Logging Audit trails

Custom Security Roles definitions and creation User Documentation, instructions, and on-boarding,

Create end-user documentation

Create checklists for migrations, Create User instructions

Assist in On-board of users to Office 365, Microsoft Exchange Migration to Office 365,

Support for existing Distribution Groups, Resource mailboxes, service accounts,

Creation and modification of service accounts, resource accounts, contractors, etc

Power Shell, Basic scripting to perform administrative tasks on-premise or using

MFA based Power Shell in Office 365

Preferred Microsoft SQL Server Installation of SQL server Create modify Maintenance and backup plans

Database Restore SharePoint (On-Premise) Basic administration and support for existing on-premise installation

SharePoint (Cloud) Basic administration and support ADFS Azure Connect technology Capable of building High-Availability environment

Collabera/Kaiser Permanente Service Desk Analyst 1/2019- 4/2019

Onsite Office 365 subject matter expert

Installation of O365 products and programs

Use of ServiceNow to create, and resolve tickets through chat and phone calls

RSA Secure ID software and hardware configuration

Provides Level 1 and Level 2 support.

phone support, handling minor triage issues with basic troubleshooting

Escalating all other issues to Level 2 and 3 support.

Maintaining, developing and supporting personal computers, servers, local and wide area network, software, and data communications,

Maximize Firm-wide productivity and minimize system downtime.

Assists with Helpdesk duties and installs hardware and software.

DISYS/Amtrak Service Desk Analyst 11/2018-1/2019

Use of Active Directory to create, unlock, and reset passwords and accounts

Ensures the end-to-end customer experience and provides a single point-of-contact for the customer

Troubleshoot and install Office 365 application

Use of CTI categories for logging request and Incidents

Resident Office 365 subject matter expert

Documents resolutions and updates self-help and staff knowledge bases.

Use of O365 Sharepoint database, Citrix Database and VPN

Creation of Company emails and accounts

Insight Enterprises O365 Migration Specialist 9/2018-11/2018

O365 OneDrive preview – data is there and make sure local work is uploaded to company site

Sync works from old site to new site

Install, configure and troubleshoot Microsoft Office 2016 and 365

O365 SharePoint and Teams – have to use old credentials during migration window; Show user how to do this.

Log on with new O365 credentials with SSO - first initial last name @client.com

Level 1 service desk type stuff and Basic troubleshooting

Interactive College of Technology It Helpdesk Technician 1/2017- 9/2018

Assisted with installation of cables and configured computer labs

Configured Office 365 email accounts for incoming students

Installed and Resolve Issue within Office 365

Troubleshoot issues with computer hardware and thin clients

Install windows server and win office onto computer image

Clean and Maintain computer components and labs

AppleOne/Maximus CSR/Helpdesk 5/2015-10/2015

Handled Helpdesk tickets and escalations for consumer issues

Assisted clients with incoming inquiries

Handled 50-70 calls per day; calls handled with one call resolution

INSPIRITEC, Inc. CSR/Helpdesk 4/2012-8/2014

Troubleshoot user issues with website and applications

Navigated clients through state license renewals and applications

Trained new employees on interoffice call tracking systems

High Volume Call center with 80-100 calls per day

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