Technical Support Customer

OLIVEVEE GANTT

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

Professional Summary

Highly skilled and dedicated IT Specialist with over 25 years of experience in managing and supporting IT infrastructure, ensuring optimal performance, and providing technical support. Proficient in network administration, system maintenance, and cybersecurity. Adept at troubleshooting complex technical issues and implementing effective solutions to enhance system efficiency. Strong communicator with a proven track record of collaborating with cross-functional teams to deliver high-quality IT services. Committed to staying updated with the latest technological advancements to drive innovation and improve organizational productivity.

Skills

Operating System Administration

Customer Support IAM

Hardware troubleshooting

Automation tools

IT security protocols

Capacity Planning

Incident Management

Virtualization

ITIL

Asset Management

Network Surveillance

Configuration Management Intune

Technical Skills

· 2012/XP/Win 7/10/11/P/P/Excel/Visio/Project/Access/Microsoft Outlook 98/2000/Office 2019, 365/MSI/Meraki Datadog SolarWinds Dynatrace, Grafana AlienVault SIEM Cyber

· Cisco IOS/Switching Routing/DCIM/Network Security Policies/Wireless LAN/WAN/DHCP/DNS/TCP/IP/DNS/Data Center/BMC ESS Remedy

· Heat/Help Desk/SysAid/ServiceNow/VPMP/HIPAA EMR, EHR, Epic, Asset Management/Altiris, Cots/Change Request/KPI, API, SAAS, SAAP

· Linux Bash/Lotus Notes/ACD/ITIL/Visual Basic, Net/Visual Studio 2016/Java Script HTML/XML/CSS/C+/C#/MS Exchange/Infrastructure/MAC OS Sanoma, Ventura, Jamf Servers/Monterey/SharePoint/Planning and OpenShift, Implementing/SCCM/SCSM/WSUS/Intune/Active Directory/Users, Group policies/IAM/WSSO/SSO/SQL/PowerShell/FileNet/Macces/ Formworks/PC Anywhere, Dame Ware, RDP, Bomgar, TeamViewer/VOIP/Symposium/Terraform/Sox/Change/PCI/SDLC/Change Management/CMDB/Business Objects/Power BI, VMware, VMware horizon view/iso/Windows Server 2003-2008R2 2012, 2016, 2019/ Citrix policy Desktop Server and farm settings configurations software installations Manage VDI System troubleshooting IIS DevOps Azure/AWS/Intra/Intune Cloud/Ebs/S3/Automation/GitHub/GitLab/G Suite/Terraform

Work History

Sr Desktop Support 04/2025 to Current

Phillip Morris

Provided Tier 2 and Tier 3 technical support for escalated issues related to hardware, software, network connectivity, and enterprise systems.

Lead support for workstation configuration, imaging, deployment, and patch management across desktops and laptops.

Troubleshoot and resolve complex hardware/software issues, including diagnosing root causes and applying long-term fixes.

Manage support tickets with SLA adherence, ensuring timely updates, resolution, and closure with clear documentation.

Coordinate cross-functional support efforts by collaborating with systems, networking, and security teams.

Administer user accounts, permissions, and security groups within Active Directory and Microsoft 365.

Create and maintain knowledge base documentation, technical procedures, and support guides for IT staff and end-users.

Mentor and train junior technicians, providing oversight and assisting with professional development.

Monitor endpoint security tools, ensuring compliance and proactive threat remediation.

Recommend and implement process improvements to enhance support efficiency and end-user satisfaction.

Desktop Support Engineer 01/2025 to 4/2025

Suncor

Was responsible for providing technical assistance and support to end-users across the organization. This includes installing, maintaining, and troubleshooting hardware, software, and network systems to ensure optimal workstation performance and user productivity.

Improved end-user satisfaction with prompt and effective resolution of technical issues.

Data Center Engineer 07/2024 to 10/2024

Lockheed

Developed comprehensive documentation to support DCIM knowledge sharing among team members and facilitate future troubleshooting efforts

Managed vendor relationships to negotiate favorable pricing on equipment purchases, maintenance contracts, and support services

Spearheaded capacity planning initiatives by analyzing current resource utilization trends and forecasting future growth requirements

Streamlined processes for hardware installations, Terraform upgrades, and decommissioning version control DCIM to minimize service disruptions

Desktop Administrator 03/2023 to 12/2023

Advent Health

Improved end-user satisfaction with prompt and effective resolution of technical issues through remote desktop support tools Azure

Assisted in budget planning activities related to IT expenditures by providing accurate estimations of cost requirements for hardware replacements and software renewals Mobile device Management IAM

Championed the adoption of cloud-based solutions that resulted in reduced capital expenditures and increased scalability for the organization Provision Infrastructure

Streamlined IT support processes for increased efficiency by developing standard operating procedures for troubleshooting and Epic and Terraform maintenance tasks

Change Management NOC Engineer 09/2022 to 02/2023

Dish Network (Future Vision)

Improved network performance with Terraform monitoring, troubleshooting, and resolving complex technical issues

Updated internal customers regarding open Changes-tickets and status of resolutions

Coordinated CAB calls with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements ServiceNow Terraform configuration Templates

Conducted root cause analyses following incidents, implementing corrective actions to prevent recurrence and maintain service quality standards

DevOps/Systems Engineer 1 09/2021 to 08/2022

Comcast

Improved system performance CICD/Azure/AWS by identifying and resolving Terraform automation technical issues in a timely manner

Completed software updates and assessed security patches for optimized computer use

Evaluated new tools and technologies for possible integration into existing infrastructure environments Remedy ServiceNow Terraform

Analyzed system requirements, developing tailored solutions that met or exceeded client expectations Grafana

Regional IT Director/Systems Engineer 03/2020 to 08/2021

Spartan College of Technology

Enhanced IT infrastructure by implementing strategic technology upgrades and streamlining system processes IAM

Implemented SIEM cybersecurity measures to protect sensitive company data and maintain compliance with industry standards

Managed a team of IT professionals, providing mentorship and guidance to boost productivity and ensure project success

Negotiated contracts with vendors, securing cost-effective services for the organization's IT needs

Lead Support Analyst/Systems Engineer 04/2019 to 02/2020

AGVG IT Consulting

Improved customer satisfaction by promptly addressing and resolving support issues

Streamlined support processes for increased efficiency and faster issue resolution

Trained new support analysts, contributing to the overall growth and success of the team

Created user accounts and managed access control

Director of IT Sys Engineer/Analyst 05/2017 to 03/2019

Empereon Marketing – Aurora, CO

Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth

Enhanced team collaboration through regular communication, goal setting, and performance evaluations

Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas

Implemented SIEM cybersecurity measures to protect sensitive company data and maintain compliance with industry standards

Systems Engineer/Administrator 10/2016 to 04/2017

AGVG IT Consulting (Personal Business) – Denver, CO

Improved system performance by identifying and resolving technical issues in a timely manner

Completed software updates and assessed security patches for optimized computer use

Evaluated new tools and technologies for possible integration into existing infrastructure environments

Analyzed system requirements, developing tailored solutions that met or exceeded client expectations

Analyst IT / System Engineer 02/2016 to 09/2016

Modis IT/Denver Health – Denver, CO

Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency

Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks

Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports

Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends

Support Engineer/ Infrastructure Engineer 09/2009 to 01/2016

Kaiser Permanente IT CSC Lowry – Denver, CO

Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team

Improved customer satisfaction by promptly addressing support Terraform- Infrastructure as code-Remedy tickets and providing accurate Azure active directory IAM solutions

Collaborated with outside departments to implement system-wide improvements

Supported Citrix-VMware membership systems environment by building trust through excellent communication skills and timely issue resolution

ITFS System Engineer 08/2008 to 08/2009

Kaiser Permanente/Pomeroy IT Solutions – Riverside

Resolved issues and escalated problems with knowledgeable support and quality service

Resolved complex technical issues through effective problem-solving techniques and root cause analysis IAM

Managed multiple Desktop projects simultaneously, meeting tight deadlines while maintaining high-quality deliverables

Reduced downtime for critical systems through proactive monitoring and maintenance tasks

ITFS System Engineer 04/2008 to 07/2008

Anchor Blue – Ontario, CA

Trained junior engineers on best Desktop practices related to system administration, providing guidance and mentorship for their professional growth

We have created comprehensive documentation for system configurations, procedures, and best practices to facilitate knowledge sharing among team members

Responsible for over 500 users in a Windows XP Win2k OS X Environment

Coordinate desktop application training for users via in-house and outside

Desktop Engineer 04/2008 to 05/2008

EDS Vision IT – Riverside, CA

Managed inventory of hardware components, ensuring availability for Desktop upgrades and replacements as needed

Trained new hires on computer and Software use and company policies

Mentored junior team members on effective troubleshooting techniques, fostering a collaborative work environment focused on continuous improvement

Developed customized desktop solutions to meet unique business requirements, enhancing overall workflow efficiency

Lead Desktop System Tech 02/2008 to 03/2008

MODIS IT – Irvine, CA

Optimized resource allocation by effectively prioritizing tasks based on business needs and project timelines

Developed comprehensive documentation to facilitate knowledge sharing among team members and support long-term maintenance efforts

Established coding standards to ensure consistent quality across the development team's output

Built strong relationships with stakeholders, ensuring clear communication channels for project updates and progress reports

Lead Desktop System ITFS 11/2006 to 01/2008

Kaiser Permanente/Pomeroy IT Solutions – Corona, CA

Evaluated emerging Desktop technologies to make informed recommendations on potential improvements to current systems

Conducted regular performance evaluations for members of the desktop support team, identifying areas for growth and improvement opportunities

Troubleshot complex technical issues by collaborating with cross-functional teams and leveraging deep understanding of hardware and software components

Collaborated with IT team to plan and execute hardware upgrades, ensuring seamless transitions for end users

IT Asset Manager 09/2006 to 10/2006

Abbott Vascular (Formerly Guidant) – Temecula, CA

Managed risk by conducting thorough due diligence and regular portfolio reviews

Proactively identified areas for process improvement, driving increased efficiency throughout the organization

Collaborated with legal teams to ensure compliance with regulatory requirements and industry best practices

Mentored junior team members, fostering an environment of continuous learning and professional development

Systems Tech ITFS 04/2005 to 08/2006

Kaiser Permanente/Pomeroy IT Solutions

OS setup build/Image Server and PC for deployment Server/PC/Laptop repair/ Administered user account in an NT 4.0 and W2K environment using User Manager for domains

Conducted extensive testing on new company XP images of desktops and laptops

Testing consisted of desktop and laptop software validation

Provided 1st and 2nd level support for 780+ end users both lower and upper level Remedy ticketing

Trained new hires and contracted employees on general network, security, and phone usage

Technician/Whse Data Manager 01/2001 to 03/2005

Jaguar Computer Systems

Managing and mentoring a team of data warehouse developers and specialists

Monitoring system performance and implementing performance tuning when necessary

Performed troubleshooting and diagnosis on Server Laptop and Desktop

Collaborating with other IT teams to integrate systems and data effectively

Education

Bachelor of Science: Information Technology

University of Phoenix

Master of Science: Information System Technology

University of Phoenix

Certifications

MCDST

MCP

AWS Cloud

SCCM

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