PROFILE
Desktop Support Technician – System Administrator
A results-driven professional known for consistently exceeding performance standards at both an individual and organizational level. Valued for ability to work independently, uncover and focus on “root problem,” deliver superior customer service, and improve productivity and efficiency. Decisive and goal-oriented with focus on effective communication, performance metrics, and process improvement, resulting in consistent achievement of performance and strategic goals.
| · Desktop Support · System Administration · Computer Repair
| · Operations Management · Change Process Management · Project Management Support
|
EXPERIENCE AND SELECTED ACHIEVEMENTS
Desktop Support
· Assisted end users with installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
· Worked with vendor support contacts to resolve technical problems with desktop computing equipment and software.
· Interacted with numerous platforms in a multi-layered client server environment. Ensured desktop computers interconnected seamlessly with diverse systems.
· Trained and oriented end users on use of hardware and software.
· Recommended and/or performed upgrades on systems to ensure longevity.
· Worked with procurement staff to purchase hardware and software.
· Assessed functional needs to determine specifications for purchases.
System Administration
· Responsible for issue identification, resolution, and tracking.
· Ensured proper operation of servers, using various platforms, through monitoring, alerts and customer calls.
· Managed multiple phone and ticketing queues.
· Completed minor server-related tasks required for password resets, ID unlocks, code drops, process restarts and running of scripts.
Operations Management
· Responsible for mid volume retail store.
· Recruited, trained, supervised, and developed an average of twenty-five employees.
· Gave performance assessments and conducted yearly reviews.
· Daily responsibilities including schedules, daily reporting, inventory management and other operational tasks.
Change/Project Management
· Issue identification, resolution and tracking.
· Identified resource requirements, routed to appropriate team, and addressed issues raised during problem resolution.
· Analyzed customer procedures, identified opportunities to improve processes, and facilitated improvements.
· Monitored and tracked key account/project resolution stats for quality control purposes.
· Developed and maintained strong relationships with clients to ensure customer satisfaction and to manage expectations regarding functionality and deliverables.
· Communicated project status both internally and externally to the client.
· Represented team in executive meetings.
· Created and maintained procedural documentation for the department. Created and oversaw training program for new employees.
· Facilitated the transition of department responsibilities to Brazilian team.
JOB HISTORY
IBM, RTP, NC 2006-2009
Lead Change Management Coordinator (2008-2009)
Level 2 System Administrator (2006-2008)
Staples, Inc., Raleigh, NC 1999-2010
EZ Tech (2008-2010)
Operations Manager (2003-2006)
Various Sales and Team Lead Positions (1999 – 2003)
RECOGNITION AND AWARDS
· Recognized repeatedly for customer satisfaction of results delivered by customers to management during weekly conference calls.
· Consistently achieved Exceeds Expectations or higher on annual performance evaluations.
· Recognized for ability to achieve performance goals by fostering an effective team environment through process metrics, communication, coaching, performance management and continuous learning.
· Recognized several times for high ticket turnover success rate.
· Quickly promoted to focal or team lead roles.
· Recognized for exceeding goals in facilitating the successful implementation of company designed programs.
PROFESSIONAL DEVELOPMENT
· Currently enrolled in CIS program, with emphasis on Network Security, at ECPI with goal of obtaining a Bachelor’s degree.
· CompTIA Network + certified.
· Courses on various topics such as graphic design, web development, MSOffice, computer repair and employee development.
SOFTWARE/TOOLS
· Microsoft Word, Excel, PowerPoint, Visio, Publisher
· Adobe Illustrator, Photoshop, Dreamweaver
· Telnet, Remote Desktop, BMC Patrol, TSD/Citrix, Notepad ++, Packet Tracer
Education
ECPI (2010 – Present)
School of Communication Arts (1999 – 2000)
Vance-Granville Community College (1998-1999)
North Carolina State University (1996-1997)
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