IT Support & Systems Administration Leader

Linval White

Covington, GA ***** 678-***-**** ***********@*****.***

OBJECTIVE

To leverage over 17 years of experience in IT support, system administration, and hardware management to drive operational efficiency, enhance system stability, and deliver exceptional technical solutions in a dynamic and innovative organization. PROFESSIONAL EXPERIENCE

INSPIRE BRANDS – Atlanta, GA

Service Support Specialist L2, November 2018 – May 2024

● Delivered advanced technical support and resolved escalated issues for over 1,000 nationwide locations, ensuring seamless operations in POS systems, cash management, and inventory systems.

● Managed Active Directory operations, including creating and maintaining user accounts and troubleshooting VPN access issues.

● Spearheaded software quality assurance testing and nationwide upgrades to enhance system stability and performance.

● Mentored L1 technical staff, providing training and guidance to improve resolution rates and technical competencies.

● Coordinated with technicians and stakeholders to verify installations, ensuring all equipment and software met operational standards.

INSPIRE BRANDS [WAR Room Project] - Atlanta, GA

Team Lead, October 2016 – October 2018

● Led a team in updating POS systems and networking equipment for a nationwide acquisition, ensuring seamless integration and SLA compliance.

● Directed the removal of outdated software and installation of the latest Par Brinks 1.5 systems to standardize operations.

● Collaborated with installation teams to verify system functionality and compliance with company standards, ensuring minimal disruption to daily business activities.

● Documented project milestones, ensuring accountability and successful completion within tight deadlines.

● Added and updated security profiles utilizing Cisco VPN and VPN Connect to enhance cybersecurity profiles.

● Updated data profiles utilizing cybersecurity tools implemented through company security using SAP, ERP, and Microsoft Dynamics 365 to ensure enhanced cybersecurity protocols.

● Utilized JD Edwards for provisioning and storage of stored data and store sale’s reporting to better enhance supervisor metric reporting.

T-Systems – Alpharetta, GA

System Admin/Support, June 2015 – October 2016

● Administered Windows Server environments, including the creation and management of user accounts and group policies.

● Resolved daily technical issues for VPN connectivity, mail accounts, and hardware configurations, enhancing user productivity.

● Performed Oracle application support and conducted seamless data migrations during hardware upgrades.

● Delivered exceptional customer service by troubleshooting remote network and access issues for end-users. C.R. Bard – Covington, GA

System Admin/Support, March 2011 – June 2015

● Managed Active Directory environments, performing account creations, deletions, and group policy management to maintain a secure and efficient IT infrastructure.

● Conducted Office 365 migrations, resolving complex PST issues, and training users for smooth adoption of new systems.

● Supported enterprise applications including JD Edwards, Cisco VPN, UNIX, and Citrix, ensuring reliable and uninterrupted operations.

● Developed comprehensive knowledge base documents and troubleshooting guides to enhance team efficiency and reduce resolution times.

● Collaborated with IT leadership to implement security measures such as VPN, Altiris Agent, and Symantec updates to safeguard company data.

Wendy’s Group – Atlanta, GA

Technical Support Analyst, February 2010 – March 2011

● Provided technical support for POS systems, servers, and network configurations, ensuring uninterrupted store operations.

● Created and resolved tickets for technical issues, documenting solutions and escalating complex problems as needed.

● Trained store managers and staff on system updates and troubleshooting techniques to empower in-house resolution. Manheim – Atlanta, GA

Help Desk Analyst, November 2008 – December 2009

● Assisted customers with account recovery, website navigation, and smartphone configuration for seamless access to vehicle data.

● Provided high-quality remote support for technical issues, resolving an average of 70 calls per day.

● Contributed to customer satisfaction by delivering prompt and effective solutions to technical challenges. Barnes & Noble – New York, NY

System Support Analyst- POS, October 2003 – August 2007

● Provided global technical support for over 900 stores, ensuring the reliability of POS systems and network operations.

● Troubleshoot and resolve hardware and software issues on Windows platforms, including XP and 2000, to maintain operational efficiency.

● Assisted store managers and personnel in resolving register and system issues, minimizing downtime and improving transaction processing.

● Authored end-of-day progress reports for management, detailing resolved issues and identifying potential system enhancements.

EDUCATION

ADDITIONAL SKILLS

DeVry Technical College– Woodbridge, NJ

A+ Certification, 2002

New York City Technical College – Brooklyn, NY

Associates Computer Technology, 1994

● Technical Expertise: AWS Administration, Active

Directory, OKTA Administration, MDM (AirWatch), Apple Business Manager, Microsoft OS, Networking

Technology, POS Systems.

● Software & Tools: SQL, Python, ServiceNow, Windows Server Installation, Windows OS (2000-11), MS Office Suite, Oracle, UNIX, Citrix, SharePoint, CRM

Applications.

● Networking & Support: VPN Configuration, Wireless Troubleshooting, Desktop/End-User Support, Cell

Phone Configuration (Android, iPhone).

● Certifications: MS 2010 Certified, Apple Certified, CompTIA.

● Additional Skills: Troubleshooting, Software/Hardware Installations, Data Migration, Ghosting, Excellent Documentation & Communication Skills.

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