System Administrator Desktop Support
Resume:
Angela Forbes
Sun Prairie, WI 53590
**********@*****.***
Professional Objective
Use my educational background and experience to obtain employment with a company in which I could grow, learn and have potential for advancement. Qualification
Leadership Webserver and Database server 2003
Working Independently C#
Teamwork EnergyIP 8.5
System Administration aspx.net
Windows Avaya
Hardware Support Oracle/SQL Server 2000 and 2005
Job Experience
System Administrator II
WPPI Energy – Sun Prairie, WI
Feb 2018 to March 2022
System Administrator of EnergyIP. Responsible for implementing upgrades/patches to EnergyIP. When systems failed, this position was responsible to reinstate the system to working order in a timely manner. Analyzing reports to resolve potential EneryIP/meter issues. Assisted Application Specialists with utility company trouble tickets when needed. Used Oracle and SQL Server to resolve issues related to billing and metering problems in EnergyIP. Ran project to migrate utility members to EnergyIP. Provide leadership to fellow employees to accomplish team tasks. Attended Seimens Conferences in Lake Buena Vista, FL and Napa Valley, CA. Application Specialist II
WPPI Energy – Sun Prairie, WI
Oct 2015 to Feb 2018
Used multiple systems including EneryIP, Sensus, Elster, Northstar and SQL Server. Directly worked with utility members to resolve issues related to billing and metering problems. Worked on utility members trouble tickets in a timely manner while keeping them informed of ongoing progress. Provided training to utility members on usage of EnergyIP in a classroom environment. Provided leadership to fellow employees to accomplish team tasks. Attended Sensus Conference in Palm Springs, CA.
Coordinator/Technical Support
Frontier Communications (Formerly Verizon) – Sun Prairie, WI July 2010 to May 2015
Responsible for solution of problems escalated from the first level support. Duties included the tracking of problems until a solution is identified and implemented to the employee’s satisfaction. Problems could include hardware issues, software issues, virus remediation, fault isolation on PC’s, LAN equipment, printers, communication devices and other peripheral devices. Responsible for the day to day administration and support of the company’s laptop and desktop personal computers and peripherals. Monitor trouble tickets and prioritize problems based on business impact. Fulfillment of hardware, new hire and move requests. Provided support of desktop applications. Maintained physical inventory of hardware and software. Followed and maintained corporate and department standards and policies. Assist in supporting and troubleshooting business applications and software used by desktop clients and call centers within supported employee’s scope. Provided leadership and guidance to Desktop Support I position. Responsible for all of Frontier in the State of Wisconsin. This included Frontier state headquarters, the assignment center and all outside techs (approximately 500 employees). This position was part of the Avaya project which included installing the Avaya QM server, programming all the phones, and setting them up in the headquarters building and assignment center in Sun Prairie. Built websites as requested. Responsible for 2014 PC Refresh for Frontier Assignment Center. Received 2 merit awards for my work. System Administrator & 4TEL Supervisor
Verizon – Sun Prairie, WI
July 2006 to July 2010
Responsible for a call center of 125 employees. Worked with three other System Administrators across the country. Led a weekly call with the System Administrators to discuss current problems and over upcoming events. Weekly 24 hour on-call rotation with other System Administrators to cover all four centers after hours. Responsible for all hardware for the center including desktop computers, network printers, scanners, projects, servers, and Aspect phones. Participated in 2006 Desktop refresh. Created a VB Script program for employees to run to upload and download their user profile to their shared drive from their old computer to their new computer. Have used Ghost and then MDT for reimaging computers. Used Marimba for pushing software to computers. Responsible for two Window 2003 servers. One was a web server and one was a 2005 SQL server. Moved paper forms to web forms in and effort to move center to a paperless environment using C#.net and VB.net. Responsible for all application used by agents. Quick response time required to get employees back up and working. Worked with Critical Solution Center to bring together needed groups for fast resolution. Excellent communication is a must to relay information to get the problem resolved quickly and keep upper management and agents informed of ongoing outage. Supervisor over the 4TEL group. The 4TEL group is responsible for maintaining and making sure the testing equipment for copper phone lines is working. The group comprised of four Techs in Sun Prairie, WI and three Techs in Garland, TX.
Customer Care Technician
Verizon (Formerly GTE) – Sun Prairie, WI and Garland, TX May 1995 to July 2006
Received trouble reports from customers and perform test functions. Access various computer systems to obtain and furnish complex information. Analyze data and formulate corrective action to resolve customer service problems. Customer contact necessary to explain corrective procedures and to recommend and/or attempt to sell services and equipment. Education
Bachelor of Arts, Computer Science
Lakeland College – Madison, WI
GPA 3.59/4.0 (2005)
Business Information System and Analyst
UW – Madison – Madison, WI
(2001 – 2003)
Associate of Science, CIS-Programmer/Analyst
Madison Area Technical College – Madison, WI
GPA 3.70/4.0 (2001)
Volunteer Work
Meals on Wheels
Sun Prairie School District
Girl Scouts
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