IT Support Trainer and Team Lead
Resume:
SHARRON PLATER
Waldorf, MD *****
*************@*******.***
Excellent communications skills; able to communicate effectively in a technical and non-technical manner to all levels of staff
Team Leader with ten years of progressively responsible technical support experience, and ability to effectively and efficiently serve users in all desktop, email, SMTP- and LAN-related issues
Specialize in high profile accounts, and seasoned in resolving client grievances
Professional IT trainer with extensive experience in Microsoft’s range of software solutions.
An expert at designing training courses with technical content, I am effective at imparting knowledge through my superior verbal communication skills and active listening style
Extensive experience in training and development
Software proficiency in Active Directory, Blackberry Enterprise Server, Intune, LAN Desktop Management, Symantec, Cisco CM Administrator and Windows
Hardware proficiency in computer components and wireless setups
Experienced resolving trouble tickets on desktop issues using Service Now reporting system EDUCATION
● LaPlata High School Graduate
● ITIL Certification v3, Washington, DC
● HDI Support Center Analyst Training Course, Washington, DC PROFESSIONAL EXPERIENCE
S Technologies LLC Waldorf, MD
Owner 02/2023 – Present
• Troubleshoot computers using virus malware removal tools. Remove viruses, spyware, malware and rootkits.
• Perform operating system critical updates and teste operating system for proper functionality.
• Perform backups of data to external flash drives to restore fixed systems.
• Install software determining computer compatibility for the install or repair and configure software title. Performed necessary software updates.
• Perform hardware repair and installation of additional memory, hard drive and/or additional hardware.
• Train people on using smartphones, Microsoft Office and social media by holding training courses in local library.
Washington DC
Sharron Plater – IT
02/2023-03/2025
Akin Gump Strauss Hauer & Feld Washington, DC
IT Support Specialist 07/2018 – 02/2023
• Provided direct technical support (Level 1 and Level 2) for computer system users in the office.
• Supported and troubleshot both computer and telecommunications-related issues: software, hardware, network devices, printers, and smartphones.
• Handled tickets escalated from the Help Desk in a timely manner. Provided follow-up to users after initial visit. Retained ownership of ownership of assigned tickets and updated ticket logs daily.
• Led projects as assigned by Manager. IT projects included software upgrades, computer setups, phone upgrades and end of lease equipment return.
Assisted with training system users as required on all aspects of computer technology.
• Participated in application training and systems documentation.
• Maintained accurate equipment inventory by following policies and with direction from the Manager.
• Maintained and improved technical skills and abilities through continuing professional education and certifications.
• Setup smartphones with company emails using Airwatch and DUO.
• Communicated with attorneys and staff in an effective, non-technical manner.
• Trained computer system users in one-on-one settings.
• Participated in the weekly rotation of the after-hours department cell phone and provided after-hours support.
• Set-up audio/visual systems and attended to other presentation needs in conference rooms.
• Coordinated in-person or remote meeting, video conference and supported assistance as needed for the Akin Gump Policy Space near Capitol Hill.
National Science Foundation Arlington, VA
IT Help Central Services 11/2016 – 07/2018
• GRFP program help desk technician and provided guidance to GRFP Fellows that needed assistance with hardware, software and log in issues
• Assisted customers by phone for proposals, awards and budgets.
• Provided backup for Tier I Help Desk calls for hardware and software support.
• Assisted users with issues concerning passwords, account information and website issues. S Technologies LLC Waldorf, MD
Owner 07/2015 – 11/2016
• Troubleshot computers using virus malware removal tools. Removed viruses, spyware, malware and rootkits.
• Performed operating system critical updates and tested operating system for proper functionality.
• Performed backups of data to external flash drive to restore fixed systems.
• Installed software determining computer compatibility for the install or repair and configure software title. Performed necessary software updates.
• Perform hardware repair and installation of additional memory, hard drive and/or additional hardware.
• Installed DVR security cameras.
Sharron Plater – IT
Pragmatics (Department of State) Washington, DC
System Administrator 08/2011 – 07/2015
• Provided and prioritized mission critical operations large sites for multiple buildings/users. Assisted manager with program planning and other personnel management during his absence.
• Led team of nine desktop support employees to assist with over 5000 users.
• Synchronized, troubleshot and setup Blackberry’s for each user. Provided technical support and customer information for users and Blackberry Enterprise Server (BES) support.
• Troubleshot computer issues, network, and communications needs of users, and made recommendations regarding software and hardware implementation and purchasing.
• Provided customer and technician training in the use of department workstations, laptops, applications, and networks.
• Installed, troubleshot, serviced, and repaired department workstations, network equipment such as servers, printers, related PC software, cables, and connectors.
• Created Remedy reports and spreadsheets of technician ticket reporting. COMPUTER SKILLS
Active Directory 2000, 2003 & 2007
AzureAD
WSUS Server Administration
SharePoint
LAN/WAN
Microsoft Intune
Microsoft Office 2000-Office 365
SCCM Remote Desktop
Microsoft Endpoint Configuration Manager (MECM)
DUO
LAN Desk Management & LAN Desk Suite
Printers Xerox, Canon and Hewlett Packard
Service Now
WebEx, Blue Jeans, Zoom and Microsoft Teams
iManage
NetDocuments
Cisco Administrator Phone System
iPhone and Android
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