User Support Analyst

Shirley Scott

*******@*****.***

984-***-**** Raleigh, NC 27610

Summary

Adept System Administrator and User Support Analyst known for maintaining reliable and consistent uptime figures. Dedicated to providing business continuity through system availability. Skilled controller of hardware, software and security services for businesses of all sizes. Incident management, utilizes ticketing systems, Ivanti, ServiceNow, Opas and Remedy to ensure that customers receive timely responses and that all tasks are completed according to SLA or before.

Experience

State of North Carolina State Controller Raleigh, NC

Team Lead - User Support Analyst

04/2024 – 03/2025

●Delivered reliable support for Users, Groups and Teams

●Resolved Access issues, Software issues, Hardware issues.

●Image and deploy devices

●Network and Local Printers

●NCID and Azure-Account Creations, User Access, Onboarding and Offboarding

●Hardware Inventory and Surplus in compliance with State Policy

●Monitor Tickets for timely resolution, assignments and reassignments as required

●Developed procedures for efficient user support

●Tools Used: NCID, Intune, Ivanti, O365 Admin, SharePoint Admin, Exchange Admin, Azure

●Windows OS and Apple devices

State of North Carolina DIT Raleigh, NC

System Administrator II

04/2023 - 08/2023

●Built VM Servers to required specs, installed software or worked with Vendors for Software installation and integration

●Delivered reliable support for server-class systems.

●Troubleshot and resolved problems with programs and system

●Supported various operating systems and server technologies

●Provided effective resolutions to issues and escalated problems to vendors

●Service Now

●AD

●DHCP Pools and Reservations

Innovative Talent Solutions for Circle K Sanford, NC

System Engineer

04/2021 - 02/2023

●Provided effective resolutions to issues and escalated problems to vendors as necessary

●Provided exemplary helpdesk service and support to assist customers.

●Provided needs assessment, systems analysis, troubleshooting to resolution.

●Employed critical-thinking skills, experienced judgement, creativity and innovation in solving problems.

●Maintained servers, software and operating systems and equipment.

●M365

●Service Now

Perot Systems, Dell Services, NTT Data Duke LifePoint for Central Carolina Hospital Sanford, NC

SR- Lead Systems Administrator

11/2009 - 02/2021

●Server Class Lifecycle Sever Build Configure and Support in compliance with Network and Security Protocols- Physical and VM

●Lead all teams for Software Integration

●AD Setting up user accounts, permissions and passwords as defined by network policies and procedures.

●Delivered reliable troubleshooting and support for server-class systems.

●Performed data backups and disaster recovery operations.

●Designed, configured and deployed server hardware and operating system and software.

●Diagnose, troubleshoot and resolve hardware and system problems.

●Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.

●Coordinated with vendors and company personnel to facilitate purchase

●Service Now OPAS

●SSO

Education and Training

Central Carolina Community College Sanford, NC

Associate of Applied Science in Network and System Administration

Certifications

●Certified ITIL V3

Awards

Dell Smoke Jumper Award

Dell Champion Award

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