Customer Service Client Services
Resume:
Oneil Orane Davy
**** ****** **** ****, ******, NC 27253 ********@*****.*** 984-***-****
Systems Administration
I strive to go beyond and above in my customer service to clients to create connections that uncover solutions—seeking opportunities to utilize my skills and challenge my core strengths.
Technical Skills
Experience using Active Directory
Experience using SCCM 2012
BeyondTrust Remote Support Administrator
Using different ticketing systems (ServiceNow, DW Manager, Service Manager, Cherwell)
Installing & Configuring Windows Server 2008/2012
Profound Knowledge of Windows OS
Project Management
Basic TCP/IP Network configuring & troubleshooting
Installing & Supporting Network Printers (Papercut)
Configuring VPN
Computer hardware repair and installation
Customer Service skills – Working with Technical and Non-Technical end users
Strong communicational skills both oral and written
Mobile Device Management (Microsoft Intune)
EDUCATION
My Computer Career – Raleigh, NC (Nov 2015 – Oct 2016)
Information Technology Systems Administration (ITSA) Program
Certifications Earned
CompTIA A+
CompTIA Server+
CompTIA Mobility+
MTA Networking Fundamentals
MTA Server Fundamentals
MTA Security Fundamentals
MTA Windows 7 Operating Systems
MTA Mobility
BeyondTrust Remote Support Admin v19
ITIL V4 Foundation
Cisco Secure Endpoint
PROFESSIONAL EXPERIENCES
Technology Support Specialist, Durham County IT 6/2019 – Present
Responsibilities:
Providing onsite and remote support to Durham County Government offices
IST Client Services team lead. Also, serve as Interim manager for Client Services
Leading various projects within Client Services
Microsoft Intune Administrator (Mobile Application Management and Mobile Device Management)
Global Administrator in Office 365 (Azure, Exchange, and Endpoint Manager)
Bomgar Remote Support Administrator
Print Management Administrator
RightFax Administrator
Using PowerShell to automate and configure applications
Support and troubleshooting a wide range of applications such as Outlook, Teams, OneDrive, Laserfiche, SAP, PowerBi, F5, HACH WIMS, Cisco secure Endpoint, AS400, Adobe, and many more
Working with outside vendors implementing new applications within the organization
Creating\Enabling\Disabling\Removing user account
Modifying user access and permissions to network shares
Modifying group memberships in Active Directory
Using SCCM to push out patches and reimage computers
Member of the service desk team tracking incidents and service requests using ServiceNow ticketing systems
Troubleshooting computer hardware and peripherals
Computer lifecycle project and procurement
Experience using Cisco Unified Communication Manager to modify Cisco IP phones
Fax line troubleshooting
Troubleshooting VPN issues (F5, Global Protect and Cisco AnyConnect)
Participate in training new Service Desk employees
Desktop Support, Nationwide Insurance (Collabera Contractor) 4/2017 – 5/2019
Responsibilities:
Onsite and Remote support for Nationwide Associates
Deploying PC as part of the PC refresh project
Using ServiceNow to track incident tickets and fulfill service request
Windows 7/10 environment working with HP, Dell and Lenovo
Re-imaging and configuring laptop, desktop, and tablet using MDT and SCCM
Working with Active Directory, moving users and computers to different OUs, unlocking a user account, retrieving the Bitlocker Encryption key
Installing desktop applications through SCCM as well as installing them manually from different network share
Using different Data Migration and Backup tools to transfer users’ data. Tools include User State Migration Tool, Nationwide Data Migration Utility, Claims Data Utility and HP Autonomy Connected Backup
Troubleshooting various desktop applications such as Microsoft Outlook, Skype for business, OneNote, Excel, Avaya Softphone, Pulse Secure Network Connect VPN, Rocket Passport, Zephyr Passport, E-file, ImageRight Desktop Edition, OpenText RightFax Client, Xactimate and CCC One
Working on monthly Inventory to make sure we are 100% accurate with our inventory
Sanitizing retired and out-of-warranty PCs and other computing devices then adding them to surplus pallets for pickup
Setting up training rooms
Desktop Support, RJ Reynolds Tobacco Company (TekSystems Contractor) 02/2017 – 4/2018
Responsibilities:
Onsite and remote support in a Manufacturing and Corporate environment providing quality customer service to my end users
Working in Windows 7/8 environment supporting desktop, laptop and mobile devices such as Android & iOS
Tracking and resolving tickets and IMAC request while meeting SLA agreements
Proficient with Active Directory managing users, groups and computers
Using SCCM 2012 to install applications on end user computer
Reimaging PCs using MDT
Troubleshooting computer hardware issues
Troubleshooting Outlook, OneNote, Excel, PowerPoint Adobe Acrobat, Citrix
Basic troubleshooting of TCP/IP networking and VPN connections
Installing and troubleshooting network printers\scanners\copiers\fax machines
Supporting Cisco VoIP phones
Managing all IT equipment and devices using our asset management tool
Take part project planning such as computer refreshers, IT infrastructure refresh, conference room Audio Video upgrades
Providing IT awareness training to end users
Desktop Support, Plexus Engineering Solutions (TekSystems Contractor) 02/2016-02/2017
Responsibilities:
Desktop Support for Engineers (Software Engineers, Mechanical Engineers, Hardware Engineers, Product Engineers, Project Managers and Administrative Staff).
Using the ticketing system (ServiceNow) to track and resolve open tickets, creating hardware and software request and updating the knowledge base
Using System Center Configuration Management (SCCM) to deploying software to end user’s computers upon request as well as managing client machines using SCCM client center
Working with Active Directory to manage computers, users and groups.
Working with SharePoint to managing I.T inventories and I.T Lifecycle. Creating purchase request for PC Refreshers and other I.T equipment’s.
Working within a Windows 7 environment
Troubleshooting CAD tools such as Solidworks and Windchill
Troubleshooting software issues such as Outlook, OneNote, Excel, Adobe Acrobat, Citrix
Troubleshooting network interfaces, VPN connections, repairing data jacks, connecting Ethernet cables to patch panel, using a Punch Down tool and Toner Probe, Terminating CAT5e & CAT6 cables
Installing network printers and Plotters
Troubleshooting hardware issues of laptops, desktops, tablets, monitors, VOIP phones, printers, projectors, cameras, replacing keyboards, hard drives, RAM
Installing LiteShow 4 in conference rooms
Monitoring conference rooms and ensure all devices are fully functional and proper cable management in each room
Kingston, Jamaica, PC Technician 08/2012-10/2015
Responsibilities:
Worked with Windows XP and Windows 7
Installed and configured Windows OS
Software installation on desktop, laptop and smart phones
Computer hardware repair
Troubleshooting network activities
Configured network and local printers
References:
Felix Garrido
Systems Administrator
Durham County
********@*****.***
Bert White
Information Technology Manager
Durham County
******@*****.***
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