IT Support & Network Operations Specialist

EVELYN HARGRAVE

*** ******* **

C: 407-***-****

Orlando, FL 32824

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

OBJECTIVE

IT Professional with 13 years of experience aligning technology with the company's organizational goals for profit and growth. I am technically proficient in all the necessary software, and hardware that you will require of me. Experienced leader and follower. Continuously drives improvement, efficiencies, education, and removes inhibitors. Experience in Engineering or Utilities. EDUCATION

A.S., Computer Networking Systems, ITT Technical Institute, Lake Mary, FL 2012 A.S., Business Administration, Everest College, Orlando, FL Pursuing Comp Tia A+ Certification,

TECHNICAL SKILLS

Operating Systems: Windows XP/7/8/10, Vista, Server 2003/2008, Fedora, Cisco, Mac OS Networking: Telecommunications, LANs, WANs, OSI Model, Routers, TCP/IP, Topology, DNS, DHCP Servers, Active Directory, Cisco Routers, Firewalls Software: MS Office, M365 Enterprise, Adobe, Java, Norton, McAfee, Microsoft Security Essentials, Crowdstrike, Active Directory, SAP, RADAR, Salesforce, SQL Server 2013, Interactive Intelligence, AbsoluteTelnet, Service Now ticketing system, Configuration Manager, MS Endpoint Configuration Manager

Misc/Other: Printers, Mac/Apple, Tablets, Desktops, Laptops, mobile devices, IT purchases, Knowledge of power (AC and DC) and Data Networking technologies Knowledge of power cable types (Examples: L6-20/NEMA515) WORK HISTORY

Teleperformance/UHC/Coinbase 08/2021-05/2022

UHC-HAFL2 MA Sales Client Operations Representative/Coinbase Account security and support

Received constant client product training

Present plans

Enroll members

Research prescription information and explain coverage based on tier level and cost Display technical competency working from various data sources Provide comprehensive analyses for decision making Ensure data integrity and accuracy by spotting anomalies in data Maintain privacy standards and policies

Use of Macros to implement process to change or secure financial accounts for international currency in use of trading, investing, profiting, or sale Documentation and research for security or implementing a change in customer accounts Atos/Disney 06/2019-10/2023

Tier 2 Support Engineer

Escalated remote help desk support, applications, and network support Use of multiple channels for communication to employees Configuration management

Incident management-create and route incidents to various groups for devices needing repair or replacement

Troubleshoot and diagnose technical issues; analytical, investigation, and problem-solving skills Security analysis

Perform password reset

Software installation

Verify end users for security purposes

Collaborate with various teams for software, access, or security related issues and resolutions Follow detailed job documents

Modify security groups in active directory

Manage network devices

Maintain education and certifications in networking, securities, and software applications Developed understanding of technical standards, adhering to company documentation and regulatory requirements

Familiarity with Cisco networking products

AdventHealth 08/2018-05/2019

Supply Chain Shared Services

Associate Support Specialist

Provide analytical support to employees and suppliers Review contract pricing accuracy

Keeps data updated

Monitors workflow to ensure data accuracy and integrity Display technical competency working from various data sources Summarizes data in visually appealing presentations for decision making Provide comprehensive analyses for decision making Collaborate with sourcing managers and end users to determine the strategy and scope of analysis

Ensure data integrity and accuracy by spotting anomalies in data Hilton Grand Vacation 01/2018-06/2018

CMS Support

Contact Management Specialist

Perform a variety of technical and analytical support tasks and duties to assist the day-to-day activities of the Marketing Departments.

Responsible for supporting all marketing departments with daily functions such as computer troubleshooting, campaign setups, booking dated packages, maintaining agents connectivity with the system, research tasks.

Ensuring open lines of communication with all department leaders as well as protecting customer and company confidential information.

Run adhoc reports as needed for all sales departments. Make sure all agents receive calls and must troubleshoot and repair agents computers when they are having issues, and research issues on the floor. Reply to all emails sent to support

SQL querying, scripting to retrieve guest information, recordings, and agent data. Run ad-hoc reports for all sales departments.

Ensure supervisors have the necessary tools to complete their daily tasks. Also ensure they are trained on the tools.

Work with department admins to provide on floor support. Close all tickets each shift.

Book dated packages and tours and check status of various leads to see they have been charged.

Provide audio recordings to managers and assist with training of new users to pull recordings as necessary.

Ensure all sales departments are able to receive or initiate calls through the system at all times.

Various research projects.

Follow detailed job documents

Develop a general understanding of sales and marketing. Telespeak/Rockwell Automation 11/2016-12/2017

Tech Support Engineer

First line tech support

Troubleshoot software activation issues

Activate software

Guide customer through software downloads

Troubleshoot Industrial computers hardware and software Request virtual floppy disk activations

Handle chat groups and individual chat sessions

Create tickets in SAP for each caller

Repair and install software

Reset activations via phone, email, and chat sessions Remote control into computers to repair and install software Living Tree Financial Group, 08/2014-08/2016

IT Support /Office Administrator/Benefit Consultant Living Tree Financial Group is a financial company that offers various Life and Health needs. Remove virus from the office computers

Install software and hardware to the office computers Maintain necessary maintenance of office computers, fax, copy machines, and network Communicate with the service provider and take the troubleshooting steps to determine when hardware service is required

Place calls to service vendors describing the failure and steps taken to determine the failure Assist agents with any computer needs

Enroll clients in healthcare plans

Enroll clients in Life/Annuity plans

Ensure payment of policies

Educate clients on the different policies that fit their needs Participate in Health Care events

Mange clients information and payments

Maintain spreadsheets of privileged client information Maintains a good working relationship within the company and service organizations. Demonstrate a positive attitude and willingness to help our clients. Practice excellent customer service skills

Mobile Access Assistance, Orlando, FL 05/2014-08/2016 Director of Community Development/Tech Support

Mobile Access Assistance is a non-for-profit organization that offers assistance with completing applications and others areas of need to the general public seeking government assistance for themselves and their families.

Perform virus removal from all computers

Perform installation of software to all office computers Troubleshooting steps to determine when hardware service is required with local service providers

With hardware failures I communicate with local vendors giving them steps taken to determine the failure

Maintain any and all maintenance of office computers, fax, copy machines, and network Help agents with their computer needs

Assist clients with completing applications

Organize and create events

Data entry, faxing, filing,

Answering the phones

Making Appointments

Creating flyers and spreadsheets

Maintains a good working relationship within the company and service organizations. Demonstrate a positive attitude and willingness to help our clients. Practice excellent customer service skills

JODI’S IT SOLUTIONS, Lake Mary, FL 10/2012-12/2014 Tech Support

At Jodi’s IT Solutions we provide affordable one stop solutions to small business clients. Deliver service to end users via remote connection, over the internet, or in person Interact with customers to provide and process information in response to inquiries, request, and concerns in regards to products and services

Determine customer issues by evaluating and analyzing their symptoms Troubleshoot problem with client via telephone following step by step instructions Research required information

Follow detailed job documents

Document issues and resolution

Offer alternative solutions where appropriate

Organize ideas and communicate effectively

Follow up and make customer call backs

Maintains a good working relationship within the company and service organizations. Demonstrate a positive attitude and willingness to help our clients. Practice excellent customer service skills

Remain current with system information changes and updates Improve system performance by identifying problems and recommend changes Strong understanding of the technical aspects of telecommunications networks, including knowledge of equipment, cabling, and infrastructure design. Knowledge and understanding of all aspects of the discipline obtained through experience, networking, research, and other means of professional development Experience with telecom site survey execution with a high attention to detail Knowledge of fiber optics.

Knowledge and experience of telecommunication technologies and equipment Knowledge of networking hardware and topologies

Familiarity with telecommunication cabling standards, ability to pull and terminate cabling in a variety of customer environments preferred

TECH WIZ, Zellwood, FL 04/2012 – 12/2013

Intern

At Tech Wiz computer sales, service, and repair we specialize in small business and personal solutions. This is a one stop shop for all your IT needs. Help desk calls

Scheduling of customer personal repairs, installations, and configurations Provided basic end user support to prevent customer service delays Troubleshoot problem with client via telephone following step by step instructions Perform computer imaging, staging, computer software and operating system updates Strong problem-solving skills to develop effective solutions and overcome obstacles HYTEC DEALER SERVICES, Orlando, FL 04/2007 – 10/2012 Coordinator

Oversee the circuit board repair facility. Ship and receive OEM warranty circuit boards, receive customer board bank orders, close customer exchange orders, maintain manufacturer specific spreadsheets, and verify all warranty documents.

Coordinate and communicate with all departments. Provide and assure correct billing to the accounting department for each manufacturer, document and implement any new procedures or changes.

Elevate guest satisfaction by investigating and resolving complaints. Possess a fantastic memory and excellent listening skills, resulting in highly accurate order placement.

Known for exceeding customer expectations and maintaining poise and a sense of humor in stressful environments.

Demonstrates teamwork with upper management, and all departments. Communicates and follows through on any job or task assigned in a timely and accurate manner. Keeps management informed of important issues and follow proper escalation procedures

Maintains a good working relationship within the company and service organizations. Demonstrate a positive attitude and willingness to help our clients.

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