Support Specialist Desktop
Resume:
Moby Free Childs
*** ****** **. ***********, ** *5146
**************@*****.***
PROFESSIONAL SUMMARY:
I have over 15 years of experience in IT, Management, Windows 10, ticketing programs, Service Now, SAP Ariba, customer service, enterprise projects, virtual machines, field implementation of large scale, multi-site infrastructure changes, data security, software development and programming, Office 365, Active Directory, & Blender. I am proficient with virtual machines, troubleshooting, Cisco Meraki switches, routers, and many operating systems. I can expertly repair computers, servers, switches, laptops, industrial printers and resolve inharmonious program conflicts. I am an outstanding presenter and communicator. I was a teacher. a grant writer, and program manager. I am excellent at documentation, research, budget management policies, training/teaching groups or individuals. I am highly motivated, a quick learner, and I always strive to do my best.
WORK EXPERIENCE:
SAP Ariba – 1/2022 - 12/2022 (Contract)
SAP Ariba Desktop support
-SAP invoicing, billing, contracts, and buying
-IT end Supported
-password reset
-Assist customers, suppliers with troubleshooting issues, SAP business network and its functions available to them, such as invoicing, purchase orders and trading relationships
-Helped with office 365
-Collaborating with other representatives to determine the best course of action for supplier issues and trends that might be occurring with in the SAP business networking
-Address customer inquiries in a timely manner within the service level parameters and objectives
-Enhancing the customer experience by anticipating present and future customer needs
-Ensure each customer interaction follows SAP’s standards
-Mentor and train new hires to ensure they are prepared for customer interaction
Randstad USA, CVS Health – 7/2021 - 9/2021 (Contract)
IT Support
-Break-fix all computers
-Set up computers for users
-Cash computers
-upgrade, prepare equipment for home
-Helped with Office 365
ADESA KAR Global 8/2017 – 4/2020 (laid off due to corona virus)
IT Regional Field Administrator II
-Managed other IT staff and contractors
-Managed and implemented IT functions at multiple locations across Pennsylvania
-Oversaw daily operations of Servers, networks, online car bidding
-Oversaw development, installation of servers, internet, and replaced rack components
-Used MS Exchange
-Participated in new infrastructure development & implementation in which we used Meraki switches, wired to Raspberry PI’s connected to eight smart TVs with cameras, live video and audio feeds and instant network for bidders and dealers
-Accepted bids, chose and coordinated with contractors on a regular basis to accomplish project goals
-Resolved all critical operational situations
-Maintained daily operations of auction locations
-Purchased computers, server parts and any other essential business equipment
-Ran IT side of two live and online car auctions each week
-Created work schedules for IT employees
-Installed and tested new ways of presenting information on monitors/PCs0
-Maintained servers
-Setup and monitored IOS and android phones including tracking and custom software
-Resolving incident tickets
TEKsystems – HP – 10/2017 (Contract/short-term)
IT Project Manager
-Liaison for HP contracted projects
-Led a team of IT individuals in implementing final phases of HP contracts
-Coordinated with HP executives, clients and customers
-Ensured project completion and functionality
-Correlate and implement data with services
Pomeroy – US Steel – 8/2017 - 10/2017 (Contract/short-term)
Desktop Support Technician Tier II
-Transitioned Lotus notes to Office 365 and Windows 7 to Windows 10
-IT system troubleshooting & service requests
-Solved Oracle front/back-end connection difficulties for software and data requests
-Worked with a wide variety of software and server connections, provided server access and prevented lockouts
-Helped users with Host on Demand, Cisco, VPN, Outlook, Office 365, iPhones, sync and blackberries
-Used HP-ticketing program, SteelTrack, Vasco, Bes12, BSCIT, Active Directory, SRS and maintained portals and nodes for connection and server print ques
-Provide security and permissions to users on different authorization and access levels
Eloopllc Inc. – 9/2015 – 5/2017 (Company changed locations, too far a commute)
IT Specialist
-Sustained the IT department infrastructure and administration operations & handled requests for support, servers, security systems, communication, workstations, software, laptops, printers as needed
-Administered chain of custody processing and ensured security of reverse logistics
-Performed data recovery and data destruction
-Maintain and expand relevant certifications and permits for company and employees
-Prepare for and participate in yearly audit
-Train and educate other employees and help maintain OSHA standards
CSC - Computer Science Company – 12/2014 – 9/2015 (Restructuring)
Associate System Administrator
-Infrastructure and low level administration support of enterprise projects, development, implementation, data -storage and management for companies like, Boeing, Cobham, Westinghouse, and Textron
-VMware creation
-Planed, scheduled and preformed updates and patches on thousands of servers
-Create procedural flowcharts and developed policies to fulfill client-company expectations, compliance and ramifications of missed SLAs
-Organization-streamlining, knowledge-transfer, transition management and organization
-Change management, on-boarding, data collection and presentations
-Snap creation, liaison between companies and individuals to schedule server outages/downtime
-Ran daily huddle meetings with local and remote staff of 35 to promote timeliness, communication and availability of proper tools to keep initiatives on schedule
Native Staffing – ATOS (formerly Siemens) - 9/2013 – 11/2014
System Administrator
-Printer hardware and firmware install and refresh
-Device personalization, software installation, data retention/restore, setup VPN soft token ID, secure client configuration
-Technical surveying for new computer equipment installation, training terminals with server integration and Ipv4 to Ipv6 migration
Hewlett-Packard – 12/2012 – 8/2013 (contract)
IT Specialist
-Managed infrastructure, low level administration operations and other IT professionals
-Maintained and repaired large, industrial printers, desktops, laptops, and servers
-Installed drivers, support package, (CEP), Complex Event Processing Performed Debug configuration and created run-time images
-Scheduled upgrades, reimaging, installations and break-down of sites - recommend and escalate replacement of equipment
-Setup and maintained communication of equipment on specified networks and sub networks
-Supported service contracts with Bank of America / Merrill Lynch
-Used HP's ICE ticket tracking system based on response categories and SLA
K&L Gates – 4/2011 – 11/2012
Project manager and Computer Technician
-Headed team of 27 technicians - updates, back-ups and replaced 1,500 computers
-Deploying, configuring, and cabling systems
-Decrypting systems for backup, ghosting and reimaging
-Migrated user data and completing workstation software installation and connectivity
Alcoa Technical Center - 3/2010 – 2/2011 (Contract)
System Administrator
-Maintain up-to-date customer and equipment Infrastructure support
-Provide computer support along with troubleshooting hardware, software, break/fix issues, Windows system errors, software compatibility and debugging of proprietary in-house software and standard software
-Use Remedy ticket software to track and supervise unexpected incidences and planned requested as well as using Asset ticketing
-Provided hardware and software troubleshooting through local and remote Support within Alcoa's global research and Manufacturing-Production Environments, 40% remote, 60% hands on Mobile support of -Blackberry's, Android and iPhones
-Responsible for 24x7 on call help desk, customer incident and escalation
-Participate in network troubleshooting support compliance virus protection software, network security and disaster recovery preparedness
Cardinal Health – 8/2009 -3/2010
Field Technician III
-Pre-cabling inventory data collection for design installation for new computers and transition from 2003
server to a client access license server
-Westmoreland Hospital - network computer replacement
COMMUNITIES IN SCHOOLS – 3/2005 – 7/2009
Program Manager Grant Coordinator and Computer Support Specialist
-21st Century Community Learning Centers Grants
-Managed over 35 employees for 4 years
-Received 2 exemplary evaluation scores from the PA grant accountability board
-Created, maintained, and managed a database to fulfill grant accountability and sustainability, using relational database concepts & software: Excel
-Generated local, state and federal accountability reports, expenses and payrolls
Nice Guy Computer Services – 3/2006 - 8/2017
Consultant/ Founder
-Implement and maintained IT solutions for small to mid-sized companies – networks, servers, desktops, --software
-Purchased and set up equipment, software
-Server setup for clients, virus removal and prevention for different Windows OS
-Configuration of LAMP servers for clients-maintained laptops, servers, desktop, peripherals and related equipment
-Developed disaster recovery plans and solutions
-Some clients include:
-Mito Insulation & Construction (data migration), Cash Flow (inventory control), Advanced Ophthalmology East (networking and computer maintenance)
EDUCATION:
Graduate Studies: Biology and Chemistry
Georgia State University
Computer Science, Philosophy and Political Science Minor
Pennsylvania State University-Main Campus
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