Technical support

Posted on: 2008-11-22

Connie Brown Walker 1175 Pinellas Point Dr. S Apt 243 St. Petersburg, FL, 33705 (727)768-4583, [email protected] EMPLOYMENT HISTORY Apex Systems / Bay care, Clearwater, FL IS Service Desk – Software Support 07/06 to 10/08 • Responsible for cleaning up users’ accounts within Active Directory as part of the Beacon/Imprivata project. • One on one training with physicians and nurses on Imprivata at St. Anthony’s Hospital • Provided password reset and providing in-depth knowledge of the Beacon/Imprivata Project. • Provide great customer service skills with physicians and nurses. Tolt Service Groups, Tampa, FL Regional Field Technician 11/06-04/08 • Troubleshooting of technology problems in a live retail or office environment. • Completed maintenance, repairs, and recovery of all supported hardware. • Assisted in training in the warehouse on equipment, and in the stores • Direct a team of 8 in deployment that installed new registers and VeriFone pin pads, • Logged all calls and maintained all tickets, until job was completed • Troubleshooting, repair and maintenance of a multiple office LAN and WAN network including responsibility of a Meridian phone system • Setup and configuration of Windows 2003 Servers • Organize and provide support for over 30 Hannaford (Sweetbay Supermarket) stores and 40 Albertsons and 6 GFS Bright House Networks St, Petersburg, FL Technical Support 08/05-11/06 • Troubleshoot, maintain, service, and resolve problems through the Bridger amplifier. • Support and maintain high speed data/voice network and interfaces. • Interface with NOC and head-end to resolve Customer issues. • Assist and supported RF services, installation and contract personnel, providing great customer service. • Supported RDC and network operations with Roadrunner and High sped Online related issues. • Logged all calls using clarify, maintaining ownership and accountability of a call. SouthernDataCom, Largo, FL Application Support Technician 01/01-08/05 • Received and logged calls in SDC trouble ticketing system. • Analyzed customer problems and assisting in the resolution of the problem. • Escalation of problem tickets to the proper tier for resolution. • Developed and demonstrated an understanding of customers need. • Resolved issues for tier 1 and tier 2, using remote access • Use Active directory, to verify access and setup accounts. Configuration of Cisco and Microsoft VPN’s • Administration of multiple Windows 2003 servers in an Active Directory domain Verizon Wireless, St. Petersburg, FL Store Greeter 11/04-01/05 • Greeted customers as they entered wireless store. • Assisted customers with answering questions about cell phones, • Assisted with questions about accessories, paying bill with automated machine. Eckerd Corporation, Largo FL Technical Support 04/04-08/04 • Provided problem and determination analysis and diagnostic support • Troubleshot issues with point of sale registers, IBM and NCR servers, routers and modems • Used active Directory to reset passwords in house and in stores. Bank of America, St. Petersburg, Florida Business Analyst I 08/00-04/04 • Responsible for tracking all troubleshooting calls. • Installed computer equipment, and software. • Provided Root Cause Analysis of software issues. Escalated issues to 2nd Level when necessary. • Became go to person for issues relating to system operations and various hardware and software problems. • Upgraded software to end user PCs. Used active directory to set-up new hires, change passwords for system lock outs, for security administrator. • Main contact for all vendors, for Bank. E.g.(locksmith, Avaya, Nextel, Plantronics,) • Administration of multiple Windows 2003 servers in an Active Directory domain EDUCATION • Business – AIU/Online (have not completed) SKILLS • Windows, XP/Vista, 2000, OS • TCP/IP • VoIP, • Cisco Routers • Exchange Server 2003 • Windows Server 2000/2003 • Active Directory • SharePoint Portal Server 2003 • MS Office • Dell/ Gateway/Compaq/ Desktop and Notebooks • Negotiating complex computer contracts • Network and user security operations • Reference available upon request