Desktop Support
Resume:
KATHY KEITH
CUMMING, GA 30041
TECHNICAL SUPPORT SPECIALIST
Talented and dependable technical support specialist with ten years experience providing rapid and client-focused technical support to enterprise users. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical levels. Well versed in a variety of common operating systems, applications and hardware, with proven ability to master new tools and technologies quickly. Skilled in all aspects of configuration of a desktop/desk side environment. Exceptional customer service and leadership skills.
AREAS OF EXPERTISE:
* Troubleshooting & Issue Resolution Root Cause Analysis
* End-user Training & Support System Implementation
* Scheduled & Ad Hoc Maintenance Rapid Ticket Response Times
* Client Relationship Management Detailed Documentation
TECHNICAL PROFICIENCIES:
Platforms: Windows 2000/XP/Vista/Win7, Windows Server 2003r2, Linux, MAC OS
Hardware: Dell / HP /IBM desktops and laptops, Blackberry, PDA devices, printers, scanners,
Cisco firewalls, routers, switches, Cisco VoIP / Unity phone systems, Dell / HP rack mounted servers, AV services
Applications: Microsoft Office Suite, SuSE Linux, MS Exchange, MS Active Directory, VERITAS
backup, McAfee antivirus, Symantec Ghost, Remedy, Heat, Clarity, Oracle custom,
HEAT ticketing /asset management software, SAP, Oracle, JD Edwards financial
PROFESSIONAL EXPERIENCE:
ExecuTask Global Services, LLC. 5/2010 - Present
IT Generalist
Manage hosted email account, FTP site, shared folders and licensing. Resolve hardware and software issues, reimage office desktop and laptop systems, maintain backups and external data storage. Website maintenance, SEO and internet based advertisement. Requires high visibility with client, time management, attention to detail and technical proficiency.
Xena Consulting, Cumming, GA 6/2009 – 4/2010
Technology Consultant
Technology evaluations for small business installations, system upgrades to various Windows operating systems, wireless/cable/DSL network installations. Evaluate considerations of cloud computing, web-based solutions and off-site storage options. Formulate disaster recovery solutions. Hardware and software installations, troubleshooting, interaction with outside vendors as needed. Train clients as requested. Customize application software when appropriate. End to end project management.
Staffing Firm, Alpharetta, GA 5/2007 – 12/2008
IT Support (VeriSign/inCode Telecom)
Perform Level II support for local and remote users with technical support issues and ensure maintenance of workstations, printers, and peripherals. Respond to new user service requests and expediently resolve trouble tickets to maximize system uptime. Deploy new workstations and printers, installing operating systems, applications, drivers, configuring network properties and
hardware. Support disaster recovery plans, performing regular backup/restore requests, creating Ghost images prior to upgrades/deployments. Ensure compliance with corporate security policies.
Key Achievements (VeriSign/inCode Telecom):
* Outperformed peers by maintaining outstanding record of technical support service, resolving 95%+ of all trouble tickets without escalation to senior support.
* Substantially increased security and performance of systems by ensuring that all systems were consistently and timely updated with required antivirus and system updates
* Significantly reduced workstation/laptop setup time by proactively preparing hard drives for initial imaging or re-imaging.
Staffing Firm, Alpharetta, GA 5/2004 – 4/2007
Workstation Support Services (Areva NP Inc.)
Provide Level II technical support for a remote engineering location. Ensure proper operation of workstations, printers, and peripherals. Respond to service requests; expediently resolve trouble tickets to maximize system uptime. Deploy workstations, printers, install operating systems, applications and drivers. Configure network properties and hardware. Support disaster recovery plans, perform regular backups. Implement SMS Ghost images prior to upgrades and deployments. Asset management, including disposal of excess equipment. Ensure compliance with corporate security policies.
Key Achievements:
* Reduced user callback rate by 25% by accurate assessment of root causes of technical issues and consistent implementation of appropriate solutions.
* Successful move of joint network and bring up new server room with no downtime
* Earned employee monetary CORE award for outstanding on-site performance in 2006
Staffing Firm. Atlanta, GA 2003 - 2004
Store Operations Support (Home Depot)
Provide first level support for Store Operations Help Desk with password resets, HR applicant information from application booth, hardware/software issues relating to MS Office, Lotus Notes, inventory, shipping receiving batch issues, restore network connectivity, remote via Citrix.
Key Achievements:
* Consistently maintained first call resolution of 97% or better
* Selected to train new associates on procedures and documentation
HRIS Portal Support Help Desk (Home Depot) 2003 - 2003
Provide Level 1 and Level II phone/email support for newly implemented HR Portal. Assist employees with password reset issues, navigation issues, monitor portal access to ensure continuous connectivity. Escalate technical issues to senior technical staff.
Key Achievements:
* Diligent attention to portal status resulted in 20% less downtime
* Accurate analysis of user problems reduced callback time by senior staff by 15%
BROWN INTERNATIONAL, Huntsville, AL 2002 – 2003
IT Lead Technician/Airport Logistics Manager (Transportation Security Agency)
Responsible for classroom PC’s, three servers and staff computers on a Windows 2000 LAN at a TSA training location. Maintain network connectivity, software upgrades, and hardware repairs. Control inventory, ship /receive equipment to other locations as needed, schedule training sessions.
FORSYTH COUNTY GOVERNMENT, Cumming, GA 2002 – 2002
Information Technology, System Analyst
Analysis and maintenance of a proprietary UNIX based Judicial System application. Document and track user problems, interact with vendor for application upgrades and implementations. Provide desk side support for application printing, report formation and profile maintenance. Support UNIX system backups, and project management for new business units.
COMPUTER SCIENCES CORPORATION, Duluth, GA 2001 – 2001
Remote System Support Specialist, Dupont Pharmaceuticals, Atlanta Distribution Center
On site point of contact for desktop support, LAN, WAN connectivity, print operations and server maintenance. Manage and administer all domain tasks, network routers, and RFID devices.
Help Desk Support, NASA Information Support Center, MSFC 1999 - 2001
Call Center support for NASA user and contract personnel in a real-time, demand based environment. Monitored various LAN/WAN operations to ensure minimal down-time for critical systems. Maintained existing user accounts in Windows NT and Exchange 5.5.
Education and Training:
Lanier Technical School, Forsyth Campus Spring 2011
Currently enrolled in Networking Specialist Diploma Program
Areva NP Inc., CORE award for outstanding on-site performance October 2006
New Horizons Computer Learning Center, Huntsville, AL
Supporting and Implementing Windows NT Version 4.0 September 1997
Supporting and Implementing Windows 95 June 1997
Fujitsu-ICL POS and ATM OEM Equipment Training, Dallas, TX November 1994
Certified Apple/Macintosh Service Technician May 1992
Macintosh Service Course, Dallas, TX
Associate Degree, Electronic Systems Technology
Community College of the Air Force, Denver, CO,
Bachelor of Arts, Major in Criminology, Minor in Law Enforcement
University of Alabama in Huntsville, Huntsville, AL
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