Technical Support Customer
Resume:
Rhonda Faust
Ramsey, NJ *****
**********@*****.***
(C) 973-***-****
Special Skills and Knowledge:
Active Directory (Azure), Azure VDI, ITIL methodology, GPO, DHCP, TCP/IP, Office 365, Terminal Services, Citrix MetaFrame Presentation Server, Backup Exec 12.5, Ghost, Avaya IP Manager, Cisco Call Manager, VPN, Wi-Fi, Web Servers, SharePoint, Telecommute, Remote Work.
Software and Applications:
Microsoft Server 2008 & 2012 r2, SCCM, MS Windows 7,10 and 11. MS Office 365, Microsoft Exchange 5.5, 2003 & 2007, Microsoft Teams, Skype for Business 2016, E-Time, Norton Antivirus, LexisNexis, Great Plains, RightFax, Citrix MetaFrame, MS Direct Access and Cisco VPN, Remedy, FreshService, Dameware, Labtech, ConnectWise, Spiceworks, ServiceNow and MobileIron.
Notable Achievement:
CompTIA Security + CE - issued 12/22/2023
ITIL 4 Foundation Training - 07/10/24
Professional Experience:
IT Specialist Customer Support-(Contract) 9/2023-9/2024
West Point Military Academy – West Point, New York
Provide technical support for the United States Military Academy (USMA).
Troubleshoot network connectivity, security patches, and hardware and software issues on cadet mobile devices, laptops, and peripherals, including anti-virus and re-imaging applications.
Reimage laptops and distribute loaner devices as needed.
Resolve Smartcard connectivity and certificate issues.
Conduct one-on-one training sessions for Office 365 desktop and web applications, email, and other software procedures.
Address and resolve network printer issues, as well as VPN and Wi-Fi connectivity problems.
IT Technical Support Specialist – (Contract) 3/2022-12/2022
Neca Inc. – Morristown, New Jersey
Provide on-site and remote support to both employees and external customers.
Troubleshoot and repair desktops, laptops, phone, peripherals, equipment, and corporate applications.
Troubleshoot known and unknown software issues related to Windows 10 and Office365 (Microsoft Office, Outlook, MS Teams, and OneDrive)
Build and reimage PCs using SCCM including performing any necessary HW repair or upgrades.
Provide excellent verbal and written communication of highly technical information to both technical and non-technical end-users of all levels.
Document solutions and incident resolution in ticketing system.
Specialist IT User Support NA - (Contract) 6/2021-1/2022
Nestle N.A. (Nespresso) – New York, New York
Provide advanced troubleshooting of both hardware, software, mobile devices and boutique client support.
Responsible for all installations, deployments, upgrades, SCCM image of laptops, desktops and POSs
Asset manager- update all assets assigned, returned, retired, in maintenance, E-wasted and non-compliant.
Troubleshoot all advanced VPN, Wi-Fi and Azure password reset issues.
Upkeep and troubleshoot 35 conference rooms with Crestron/Polycom AV equipment with Microsoft Teams.
IT Tech Support III
Glatt Inc. – Ramsey, NJ 3/2019-6/2021
Troubleshoot all user and network technical support issues, patch servers, and network backups.
Responsible for all Moves, Adds, and Changes.
Active Directory and Office 365 admin account creation for network logons and email accounts.
Delegation of security rights to network directory files and folders.
SCCM desktop and laptop installation and configuration, install and configure desk phones using Avaya, configure android phones using Skype for Business, Outlook 365 and Concur.
Troubleshoot all network printing issues and network printer set ups.
Desktop and Lead Technical Support 1/2017- 1/2019
Cognizant Technologies – Teaneck, NJ (Consultant)
Sole on-site Technician providing technical support to four different locations.
Responsible for desktop and laptop configuration, maintaining AD accounts, ITIL methodology, Cisco Wi-Fi AP installations, network printing in Windows and AS400, configuration of Cisco IP phones.
Troubleshoot and fix ALL daily network user issues (network connection, Wi-Fi connections, Office 365 and printing issues and anti-virus detection applications.
Resolve password AD account issues, configure Android and Apple iPhones for corporate email and Office 365 Migration Project.
Responsible for ordering and keeping track of supplies, assets, components, and peripherals.
Provided reports on progress of Projects and communicated with stakeholders on important issues.
Education:
University of the Cumberlands - Williamsburg, Kentucky (online) 12/2022-Present
Master of Science in Cyber Security
Steven’s Institute of Technology - Hoboken, New Jersey Transferred
• Master of Science in Information Systems
The CHUBB Institute - Jersey City, New Jersey
Post Baccalaureate Diploma in Network Engineering and Data Communications
Hunter College – New York, NY
Bachelor of Arts – Economics
Minor – Spanish
International Study Abroad Program: Florence, Italy
International Study Abroad Program: Tampico, Mexico
Languages:
Fluent in Italian, Spanish and English
Rhonda Faust
Page 2 of 2
Contact this candidate