Customer Service It Support

KERRI WEIDA

Tiverton, RI ***** 401-***-**** ********@*****.***

IT Support Professional

Meticulous Network and Systems Administrator with more than twenty years of experience in software management, network management, database administration and customer service, managing, and maintaining complex IT environments. Skilled in system and server configuration, monitoring, and maintenance, as well as troubleshooting and problem resolution. Proficient in Windows server administration, virtualization, cloud computing, service now networking, and backup recovery solutions. Skilled in troubleshooting and resolving workstation, server, and network issues. Agile certified, proficient with JIRA. Capable of working under pressure to meet tight deadlines. Possess excellent communication and teamwork skills, with a strong commitment to providing exceptional customer service.

Professional Experience

National Oceanic and Atmospheric Administration, (NOAA), Narragansett, RI 10/2015 - 4/2025 Network/System Administrator

• Managed IT customer support and network administration at Narragansett Laboratories. Serve as the primary network administrator at site. Managing network access, disk space, and security; Installing and maintaining hardware and software; Reviewing and evaluating available hardware, software and security products; Analyzing, fine tuning, and recommending system modifications to meet on-going needs; Setting up and configuring microcomputers, PC software systems, PC and network peripheral; Analyzing user requests for support and work with staff to recommend and/or coordinate implementation of solutions.

• In charge of configuration and support for over 120 devices and fifty users on site and at remote offices in Massachusetts, Connecticut, and Rhode Island to include.

• Responsible for Google Voice Administration for North East Region, Adobe Administration, Active Directory and VPN Services, deployed new McAfee/Trellix encryption that provides 2-factor authentication across the network.

• Conducted asset inventory, reporting, and mitigation.

• Conduct IT Security scans, mitigation, and software patching for all devices and users.

• Helpdesk for onsite and remote offices, View and monitor tickets and emails throughout the day and night, with Service Now and JIRA.

• Work with multiple agencies within the Department of Commerce to streamline user’s requests and issues.

• Independently researched and resolved the issue of digital signing with computer access cards for our MAC users, created Standard operating protocol and deployed resolution across the region. Department of Navy, Naval Supply Corps School, Newport RI 10/2010 – 10/2015 Information Technology Specialist

• Provides technical, operations, and training support to over four hundred students.

• Creates Active Directory user accounts as well as administering shared drive permissions.

• Navy Knowledge Online administrator for all Naval Supply Corps School.

• Performs hardware diagnostics and coordinates repairs for all computers, printers, and other peripheral devices. Assists in planning and designing personal computer support systems.

• Acts as liaison for data transfer systems design and implementation.

• Information Assurance Manager for the command, approving all computer account requests. Lockheed Martin / US Naval War College, Newport, RI 04/2009 - 10/2010 Computer Tech Specialist

• Managed technical, operations, and training support for computers, printers, and other peripheral devices either by telephone or on-site for fast paced contractors for Department of Defense contractors.

• Liaison for data transfer systems design and implementation.

• Develop solutions to assigned technical problems of limited scope.

• Asset Manager, maintain inventory, accountability, and safeguarding of accountable property such as hardware and software at the Naval War College. Electronic Data Systems – Naval Base, Newport, RI 10/2006 - 04/2009 Sr. Customer Service Representative

• Monitors, operates, and maintains hardware and software for a Navy computing system platform.

• Configures, assembles, and installs microcomputers, workstations, and/or peripheral equipment.

• Performs first line support for service interruptions such as printer routings, power outages, and wiring problems.

• Analyzes customer workflow and procedures to recommend operational support tools and technologies to satisfy customer needs.

• Ensures workstations/server data integrity by evaluating, implementing, and managing appropriate software/hardware solutions.

• Acts as a liaison between the customer, suppliers, and other technical groups to resolve network and hardware problems.

• Analyzes performance problems and recommends solutions to enhance functionality, reliability, and/or usability.

• Member of project team for the implementation of new/upgraded designs.

• Implements operational support standards and procedures relating to change management, performance management, and security.

• Recommend changes and improvements to existing standards. Assists the Queue Manager in monitoring Remedy helpdesk ticketing system, for schedule work times, troubleshooting and mitigating customer issues, and/or escalating to other enterprise silos as necessary to resolve customer issues within contract SLAs. Upgrades, changes, and replaces hardware and software components. Develops updates and maintains site administration manual documentation. Provide user orientation on hardware, or software or network operations. Keeps abreast of emerging operational support technologies and industry trends. US Air Force, War Veteran, Various Locations Worldwide 03/2000 - 11/2005 Computer Systems Operator

• Supervised and performed Communications-Computer Systems operations and associated information systems support programs. Performed fault isolation by validating, isolating, and correcting faults, and verifying service restoral with customers.

• Performed network management, control, and administration on Department of Defense local, metropolitan, wide area networks, and Command, Control, Communications, Computer and Intelligence systems, Defense Message Systems, command and control, and functional area systems.

• Administrated Communications Security, Electronic Key management Systems, and Information Assurance (IA) programs.

• Process documents and coordinated resolution of trouble calls from Workgroup Managers, scheduled and authorized network outages. Implemented service restoral plans, coordinated corrective actions, and submitted outage reports in response to unscheduled outages.

• Provided guidance, assistance, training, and education to unit Officers on proper control, accountability, and destruction of computer security material.

• Implemented, interpreted, and supplemented computer security directives and policy.

• Maintained documentation on user accounts and ensures 100 percent accountability of tape-based and Electronic Key Management System keying material.

• Conducted semiannual audits and inventories on user accounts and reports security incidents.

• Performed system resource management, managed system user accounts, performed system-wide backups, and load and capacity planning and management. Installed, implemented, configured, and maintained functional system components. Connected systems to infrastructure.

• Applied computer security requirements to safeguard systems and information.

• Securely processed, tracked, and oversaw delivery of classified and unclassified message traffic via Defense Message System (DMS) and Exchange E-mail System. Managed domain and exchange administration and trains customers on Secret Internet Protocol Network. Education:

Job Related Training:

Xerox Certified to Troubleshoot and repair:(6360,6250,6200,8200,4400) Dell Notebook and Desktop Proficiency Certified

Microsoft Sec+ Certification SY0-201

Microsoft certified Desktop support 70-271/70-272

Certified SCRUM Master

American Intercontinental University Chandler, AZ

BA associate’s degree 09/2005, GPA 3.3

Additional Information:

CSS Award of Excellence 2012

Letter of Appreciation from Naval Supply Corp School October 2013-January 2014.

Command for Service Support HQ- Civilian of the Quarter 4th quarter FY 13

References available on request.

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