It Support Technical

Charmaine Webb

IT Support Professional

************@*******.*** • 720-***-****

www.linkedin.com/in/charmwebb • Denver, CO 80203

Summary

IT Analyst with over 10 years of experience supporting various industries: healthcare, software development, pharmaceutical, telecommunication, financial services, and government. Expertise in analyzing and resolving software, hardware, and network problems. Proven record of collaborating with cross-functional teams, senior leadership, key stakeholders, and clients to promote business continuity.

Technical Proficiencies

Tools:

ServiceNow, ConnectWise, Cisco AnyConnect, Beyond Trust, Adobe Acrobat Pro, Cisco Jabber VoIP, G-Suite, Microsoft (MS) Office Suite 2013/2016/365, O365 OneNote, O365 One Drive, O365 Outlook, Exchange admin center, Azure InTune, Teams, RDP, Cisco Unified Communications Manager, DaaS, Microsoft Authenticator MFA, Google Authenticator, Zscaler, Bitlocker key recovery, ControlUp, Genesys Cloud, and LCAD

Operating Systems:

Microsoft Windows Operating Systems (MS Windows) 7/10 and 11, iOS, and Android

Hardware:

Dell PCs, Lenovo PCs, iPhones, Android mobile devices, and MFP Printers

Career Experience

Modivcare Denver, CO

Service Desk Technician III 10/2/2023 to Present

Provide daily user-focused technical support by ascertaining, documenting, and communicating corrective actions required to resolve hardware, software, enterprise system, telecommunication, and network incidents. Collaborate with cross-functional teams to assess track and update Help Desk requests, comprehend the business impact of service issues, implement incident resolutions, and inform stakeholders of issue statuses.

Troubleshoot Virtual Private Network (VPN) access, and general network issues.

Facilitate employee remote onboarding and offboarding.

Use AD to reset and unlock accounts.

Use Azure to rest MFA

Provide an initial response to all helpdesk tickets and chats.

SAIC - Broomfield, CO 06/192020 –09/23/2023

Tier 1 Analyst

Provide daily user-focused technical support by ascertaining, documenting, and communicating corrective actions required to resolve hardware, software, enterprise system, telecommunication, and network incidents. Collaborate with cross-functional teams to assess track and update Help Desk requests, comprehend the business impact of service issues, implement incident resolutions, and inform stakeholders of issue statuses. Assist users with Hotspot setup for iPhone and Android devices. Install desktop auxiliary system drivers, such as printer drivers. Establish user account privileges. Conduct informal training to assist staff/clients with office equipment and required software application usage.

Troubleshoot Virtual Private Network (VPN) access, Virtual Desktop Infrastructure (VDI) environments, application software, and general network issues.

Facilitate employee onboarding and separation processes.

Use AD to add groups, unlock accounts, and correct PIV access,

Cover AUP with users when needed.

Set up VoIP phones in Cisco Communications Manager.

Service Desk Analyst 08/26/2019-06/18/2020

Analyzed basic business needs and recommended ways to optimize hardware and software resources to achieve business objectives. Diagnosed and resolved basic technical issues with user hardware and software. Escalated unresolved issues to the senior technical support team.

Hired as a full-time employee of SAIC after one year of service as a contractor.

AT&T, Comcast - Greenwood Village, CO / Centennial, CO 05/02/2018 – 08/23/2019

Support Center Analyst, Enterprise Provisioning Technician (Contractor)

Received, tracked, and resolved onsite IT service requests for AT&T internal customers. Collected service records and submitted local and directory assistance/listing requests for Comcast customers. Troubleshoot operating system (OS), software application, hardware, phone system, and RSA software token problems. Created, updated, and deleted user account security policies using Active Directory (AD).

Commended for achieving all Support Center Analyst metrics while at AT&T.

Marketo Inc. - Denver, CO 09/11/2017– 12/01/2017

IT Support Professional

Assisted users with Cisco Webex problems. Captured software applications from systems through computer imaging practices using Kace software. Taught employees how to use Marketo’s OneLogin page. Installed and configured Dell and Apple MacBook Pro / MacBook Air computers. Supported MacIntosh hardware in a Windows networking environment. Connected new hire accounts to the company’s cloud-based file-sharing platform (Box).

Acquired Jira expertise to track Help Desk requests and document problem-solving processes.09

Manage and track IT assets/inventory.

Pharmaca Integrative Pharmacy - Boulder, CO 01/19/2014 – 04/17/2017

IT Support Specialist

Installed and troubleshot Point of Sale (POS) computers, laptops, desktops, and printing equipment. Monitored network performance, availability, faults, and security via Meraki applications. Executed server backups for data storage in case of server failures. Reported all system failures to upper management. Implemented a cloud-based file storage area (DropBox) for users and the Help Desk team. Scheduled preventative and ad hoc equipment maintenance for corporate offices and stores. Maintained IT asset documentation.

Used ZenDesk and ServiceDesk Plus to track and document the problem-solving processes associated with Help Desk requests.

Negotiated equipment acquisitions with POS, peripherals, and phone system equipment vendors.

Set up retail POSs using Catapult, credit card readers, and receipt printers.

Manage and track IT assets/inventory.

Communicated effectively with all staff, co-workers, and 3rd-party vendors.

Set up and installed VOIP phones.

Licenses & Certifications

Google IT Support Professional Certification – Google – 2019

CompTIA A+ Certification – Computing Technology Industry Association (CompTIA) – 2001

Education

Springboard – Cybersecurity Career Certificate June 2022 to February 2023

Contact this candidate