It Support Analyst

Sheila Harris

● 470-***-****● **************@*****.***

Objective:

To secure an IT Support Analyst III position with a company with opportunities for advancement based on strong technical skills and project management, HIPAA and FERPA training.

Qualifications

Two state clearances

Networking

●TCP/IP, LAN/WAN, IPX/SPX, FTP, SMTP, Samba Apache, VMWare

●Configure Cisco Routers and Switches

●Active Directory implementation

●DNS and DHCP Setup

●VLAN Configuration

●Troubleshoot Connectivity (ping, tracer, ipconfig)

●Network Systems Management

●Subnet Masking & IP Addressing

●Microsoft SQL

Operating Systems

●Windows 08,10,11-10/XP/Professional/Vista/7

●Windows Server 2003, 2008 and 2011

●Service Now, Remedy and BOSS- ticketing system

Hardware

●Assemble/disassemble PC’s

●Install, configure, troubleshoot and repair

●Installation, testing and troubleshooting of cabling

●Dell, HP, Panasonic, MAC,

Software

●Microsoft Word, Excel, PowerPoint, Access, Outlook, Visio, SharePoint and 0365.

●Install, configure and troubleshoot

●VMware

●Opera

● JAMF, MANAGEMENT PORT and SCCM

Security

●IS Risk Management and Intrusion Detection

●Fundamentals of Network Security, Firewalls and VPNs

●Security Policies and Implementation Issues

●Securing Windows Platforms and Applications

●Disaster Recovery

●McAfee, Norton Anti-Virus, VIP

●SAP

Education

ITT Technical Institute, Duluth, GA 2010 – 2013

Bachelor of Science Degree in Information Technology

Graduated March 2013

Associate Degree in Information Technology –Computer Network Systems

Graduated June 2010

Cumulative GPA 3.48 - Recipient of the Highest Honors Award

Experience:

Eplus / NSCORP 08/2021 -Present

• Maintain exchange email acct. and placing pc in correct OU via active directory.

• To take ownership of issues by carrying out problem analysis to implement temporary or

permanent fixes with the aim of restoring service to the customer as soon as possible.

escalating

incidents to other support teams where necessary.

• To accurately record, update and document requests using the IT service desk system.

• To resolve incidents and upgrade different types of software and hardware

• To resolve incidents with printers, copiers and scanners

• Reimage and deploy new hardware such as laptops and desktops

• Maintain service Now tickets.

NTT DATA/ Atlanta, GA 06/2018-08/2021

Help Desk Analyst / Field Refresh Technician

• Reimage and deploy new hardware such as laptops and desktops, window

7-10 for (DDS, DHS, DCH, DFCS, DOR and DNR)

• Provide IT support to end users - Diagnostic and resolve software and hardware incidents,

including operating systems, vpn and across a range of software applications.

• Maintain exchange email acct. via active directory.

• To take ownership of issues by carrying out problem analysis to implement temporary or

permanent fixes with the aim of restoring service to the customer as soon as possible; escalating

incidents to other support teams where necessary.

• To accurately record, update and document requests using the IT service desk system.

• To resolve incidents and upgrade different types of software and hardware

• To resolve incidents with printers, copiers and scanners

• Re-Image workstations using SCCM

• PC technical support and configuration for remote dial-up Cisco VPN client

• Utilize Active Directory to modify user accounts

Kforce/ Home Depot/ Atlanta, GA 11/2015-1/2018

Technical Support Representative

• Assist in storage provisioning

• Assist in Trouble Ticket queue management

• Manages and supports SCCM, SCOM and WSUS

• Manages and supports Active Directory and Exchange Backups

• Manages iPad, Laptop File and Print Services

• Manages software deployment and patch management of servers and desktops

• Participates in the identification of vulnerabilities and their mitigation

• Provides expertise on Active Directory Integration.

• Computers/Peripherals/Other Office Machines: Expertise in PC and Internet applications and use

• Computer Software: Electronic Mail Software (Microsoft Outlook preferred); Spreadsheet and Word

Processing Software, (Microsoft Excel and Word preferred); Support Ticketing and CRM Software (Salesforce preferred); Presentation Software, (Microsoft PowerPoint preferred); Remote Access Software (such as LogMeIn or TeamViewer); Web expertise.

• Other Tools/Devices/Machines (including Vehicles): Expertise in Microsoft Windows O/S (7 and XP preferred, Mac a plus).

• High degree of customer service orientation

• Expertise in PC and Internet applications and use

• Expertise in Microsoft Windows 7, 8, 10 and XP Operating Systems; Mac OS knowledge a plus

• Experience with virus and malware detection/protection software (McAfee preferred)

• Thorough knowledge of home-based connectivity support

• Ability to work in high call volume environment

• Strong telephone and email etiquette

Discover staffing/USA 8/2012 – 6/2015

• Auditor of field locator for Utilities

Technical Support Representative

• Provide excellent customer service

• Troubleshoot technical issues within paradise shops

• Test documentation accuracy.

• Assist in server provisioning.

CGS/IHG – Dunwoody, GA 3/2012- 8/2012

Technical Support Representative

• Troubleshoot technical issues within hotel environment

• System support for Holidex, Merlin, Opera, and Perform

• Provide excellent customer service

• To help create Standard Operating Procedure documentation.

• Test documentation accuracy.

• Assist in server provisioning.

• Assist in server decommissioning.

• Assist in storage provisioning.

• Assist in network hardware maintenance / OS upgrades.

• Assist in Trouble Ticket queue management.

• Assist in the troubleshooting issues of related

Contact this candidate