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Click here or scroll down to respond to this candidateCandidate's Name
Greensboro, NC PHONE NUMBER AVAILABLE EMAIL AVAILABLE
Senior IT Desktop Support Specialist
Accomplished IT Professional with 20+ years of IT experience. Specializing in Desktop Support. Managed PC lifecycle management program, including budgets, inventory control and logistical operations. Wide range of experience in end user computing support for clients at all levels. Strong writer providing consistency in corporate publications, change control and computer support documentation. Proficient Team Lead with talent for growing individuals. Experienced in using and maintaining computer platforms in a wide variety of hardware configurations.
Team Lead
Active Directory
Knowledge Management
Desktop Support
Trend Reporting/Analysis
Purchasing - ARIBA/SAP
Helpdesk
Technical Document Writing
Inventory Management
Ticket Queue Management
Project Management
PC Lifecycle Management
TECHNICAL SKILLS
OS VMS, Unix (DG/UX, SCO Linux, AIX), DOS, All Windows OS's
Software MS Office including Access and Project, Skype for Business, Lync, Outlook, Lotus Notes, One Note, JDEdwards, SAP, ESP aka Ariba, Adobe, Remedy, Service Desk Express, Active Directory, Ace Token Administration, Entrust PKI Encryption, Citrix XenApp, Blackberry Enterprise, Good for Mobile, AirWatch, NetOp, Carbon Copy for Remote Support, SCCM (reporting & remote control), RDP, VMWare Vsphere, Vitual Desktop Infrastructure, SharePoint
Hardware Desktops, Laptops, HP & Toshiba Printers, Blackberry's, iPhones, iPad's, Surface Pro's
PROFESSIONAL EXPERIENCE
UNITED GUARANTY CORPORATION (Now ARCH MI), Greensboro, NC 2011 Mar 2017
Support Services Team Lead
Led high performing team of 8 professionals responsible for supporting engineering solutions for ~1300+ user footprint, including Dell desktops and laptops, WYSE devices, Citrix virtual desktop support, audio/video/printing procurement and support, as well as mobile device management solutions support, including GOOD and AirwatchAnalyzed. Developed, guided and deployed new and changed capabilities for the IT organization. Worked with project teams to complete IT Infrastructure projects on time and in scope. Managed convergence of teleconferencing services between two companies.
Provided leadership and guidance to team ensuring staff performed at highest level possible.
Developed & implemented streamlined processes and procedures resulting in 70% reduction for daily average tickets
Created document repository and supplied documentation to provide direction to support teams.
Sr. IS Support Specialist (Contracted with Diversant)
Provided 2nd level desktop support for internal clients in supporting hardware, software, Blackberry s, by assisting with builds and documenting processes and procedures as needed.
Candidate's Name page 2
CREDIT SUISSE, RTP, NC (Contracted with Software Guidance & Assistance) 2010 2011
Support Specialist
Hired during a company restructuring to successfully transition all IT Support to a centralized Global Support Center. Provided worldwide IT support to ~25,000 internal clients within investment banking, private banking, shared services, IT organizations, and trade floors in New York and London.
Assisted in creating and testing of Help Desk Process/UAT documentation
Trained employees and new hires on applications for support by the new Global Support Center
Served on special Business Continuity Plan Team to develop IT preparedness processes to support operations during emergencies and/or disasters
Participated in the Incident Lifecycle Management process to facilitate timely incident resolutions within service level agreements
GLAXOSMITHKLINE, Durham, NC 1997 2011
Lifecycle Management Analyst
Analyzed data involving IT support tickets via custom written Remedy queries. Provided second level support to deskside personnel that addressed escalated issues and problems in department logistics. Wrote and published local instructions designed to eliminate inconsistencies and inaccuracies that were impeding coordination.
Team Lead Deskside Support and End-User Computer Specialist
(Contracted with New Boston Systems February 1997 to May 1998)
Support specialist for Glaxo Cornwallis Campus. Provided second level support for team and established training modules and trained personnel.
CAPITAL DATA SYSTEMS, INC.,Raleigh, NC 1989 1997
Systems and Network Administrator
Managed Data General Aviions, DEC VAX 6320 and 4000 VLC, SCO Unix System, Linux Systems and Windows NT server supporting 15 PC's in a local area network environment. Maintained wide area network for 45 remote sites. Maintain company web page on internal machine. Assist Help Desk personnel with internal and external customer support. Report directly to General Manager.
EDUCATION AND PROFESSIONAL DEVELOPMENT
KOUTS HIGH SCHOOL
High School Diploma
Six Sigma Principals Training, Project Leader Training, Center for Creative Leadership class - Maximizing Leadership Potential, SAP, Global Women in Technology Member and Technical Committee Lead |
