IT Analyst
Resume:
Deirdre Helms
************@*****.***
WORK EXPERIENCE
Server Operations Engineer
Dell Technologies-Lithia Springs, GA
April 2022 to September 2025
Monitored the server performance efficiency using iDRAC,
Performs system de-installations including cable reassignment.
Provided administration for multiple servers in a hybrid cloud environment
Configured server hardware and network communications.
Aided in the development of configuration standards
Maintained network configurations and procedures documentation
Worked with other IT staff to ensure that network security measures
Engaged with Vendors for warranty repairs. Managed escorts and supervised
contracted technician visits
Technical Analyst (MSP)
RICOH IT Managed Service Provider-Tucker, GA
June 2017 to January 2022
Managed each company's critical functions with Kaseya monitoring Agent
Services included Alerts, Security Updates, Patch Management, Data Backup
Used RDP and Bomgar viewing client machines
Used SSH for server access
Supported desktops, notebooks, servers, storage systems, networks and
applications. MS Office, Outlook,
Active Directory
CDC Data Center Analyst
Centers for Disease Control (CDC)-Atlanta, GA
May 2012 to April 2017
CDC Production Environment (ITIL)
VMware / V Sphere / ESXi to manage virtual servers
EMPIRIX used on going monitoring (enterprise) systems in production
Service Now- ITSM in Change, Incident and Problem management
Maintenance and Patching (VMware / V Sphere) using redundancy, patching and reboot of pairs of
clustered servers
Change management...documenting change
Problem Management. resolves the root cause
Incident Management… categorization, prioritizing, escalation/resolution
Responded to physical servers within Data center on-site
Hardware diagnosis, repair, decommissioning a device.
Assigned IP addresses to new servers. IPConfig
Consulted with Applications Engineers
Technical Support (Signshop)
Atlanta Super Signs LLC-Atlanta, GA
January 2009 to April 2012
Provided Support for MS Office: VPN Client, FlexiSign
Support of two large format digital printers (HP)
IP Networking of printers…
Adobe CS4 Graphics Suite, QuickBooks, Norton 360, MS Office 2010)
Artwork and Document Digitization to provide preview
IP Multicast Server Support
Pathfire DMG-Roswell, GA
January 2008 to December 2008
Pathfire Digital Media Gateway (DMG Server) automated digital IP-multicast
distribution system.
Content Providers distribute TV media to TV stations including news,
syndicated programs (FOX, WB,ABC) in a NOC environment
Integrated with automation systems to move with no manual intervention
Monitored remotely TV Station servers and Video News feeds sent via satellite
Assisted TV stations in the transfer of digital content to play-to-air servers
Direct contact with Station engineers to resolve download and application issues
Transfer content timing, air date and rating information electronically
Supported a suite of applications allowing user to browse content via desktop
Internal Help Desk Analyst
Lanier Worldwide-Tucker, GA
February 2005 to November 2007
Provided internal support for 250+ employees.
Network password reset…Ethernet support, Citrix support
Trace route, IP addressing SSH, RDP
Onboarding of new employees
Supported over 500 Lotus Notes Mail and Calendar users
Lotus Notes (server side) - analyzing Lotus Notes servers
Used RDP, PCAnywhere, Citrix,
EDUCATION
Computer Science (Bachelor's degree)
Troy University, Troy Alabama
• POS systems (install and troubleshooting)
• Azure DevOps
• Quality control
• Account management
• Security
• Jira Service Management
• Attention to detail
• vSphere
• AI consult
• Information security compliance
• E-commerce
• Customer relationship management
• Windows Server administration
• Incident response implementation
• PowerShell
• Software implementation
• Server virtualization
• Procedural guides
• Equipment installation
• On-site technical support
• Technical troubleshooting support
• User management
• Customer communication
• Cross-functional collaboration
• Microsoft Windows Server
• Networking hardware installation
• Microsoft Outlook
• Live chat
• Training
• Equipment maintenance
• Microsoft 365 proficiency
• Online instruction
• Account opening
• Training & development
• Knowledgebase Creation & Uodate
• Writing skills
• Quality control corrective actions
• Configuration management
• Laptop (troubleshooting support)
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