SUMMARY:

• Instructor/Information Technology (IT) Project Analysis with extensive experience coordinating and managing projects involving complex scheduling and diverse technical teams and training on various applications.
• Received numerous customer service and team recognition awards.
• Specializing in meeting/exceeding customer expectations.
• 25 years’ experience in Information Technology and Customer Support.
• Supervised site migration projects including replacement of hardware/software, migration of user accounts/groups, hardware replacement evaluations, data backup, and scope analysis. Supervised PC Support staff and established support help desk, including hiring, supervising and coordinating staff training.
• Created procedural and user documentation.
• Coordinated and conducted training classes for various applications/hardware.

TECHNICAL SKILLS:

MS: Windows 95/97/200/XP/Vista/Win7,8,10

Apple Mac: Panther/Leopard/Snow Leopard

Administration: Microsoft Server 2000 - 2008 Administration, AS400 Client System

MS Office products: Office 2000 - 2010, Visio, Outlook, Sales Outlook, SMS and SCCM

Adobe products: Acrobat Writer, Photoshop, Illustrator, PageMaker

Applications: SCRUM, Agile and Addie process, Heat Call Tracking Database, Crystal Reports 9, SnagIt, Lotus Notes 4.5, Corel WP, SharePoint

PROFESSIONAL EXPERIENCE:

Confidential, Montgomery, AL

Trainer/Technical Writer

Responsibilities:

• As a trainer, conducted weekly training classes in classroom or via GoToMeeting. Classroom size limited to 15 students. Webinar training classes contained as many as 100 students. Responsibilities included preparing training curriculum, classroom surveys using Survey Monkey, maintaining student roster, meeting with department managers to coordinate student scheduling and meeting with project owners to demo training documentation progress.
• As a technical writer, worked with other technical writers to create training documentation. Responsible for content, format, grammar, document consistency and meeting with PD (project director) to demo training manual documentation reviews. Documentation had to confirm to Alabama state specifications.
• Train employees on the use of various tools used to install telephone service at client homes and businesses. Employees were trained on installation, customer interaction, work orders, area surveillance, climbing telephone poles and entering information on tablet systems.
• Verify correct hardware and network configuration at each location to ensure on - time class starts.
• Schedule classes and attendees; ensure adequate course materials are available.
• Modify training materials weekly to maintain current curriculum for the software, which is still under development.
• Perform minor troubleshooting on tablet hardware/software issues, and verify that tablets with hardware problems are returned to headquarters in a timely manner.
• Prepare classroom, and evaluate employees on the use of new customized tablets and construction software installed on the tablet. Position required 100% travel.

Confidential, Atlanta, GA

WorkStation Support/Inventory Analyst

Responsibilities:

• Installed and configured Lenovo tablets; trained staff on use.
• Built, configured, and delivered PC systems and tablets.
• Installed software using SCCM, reset network passwords, moved systems to the correct OU in active directory; tracked issues using Remedy call tracking database.
• Installed network printers and setup wireless connections.
• Setup client configuration on McAfee server, troubleshot McAfee and SCCM errors, and encrypted/decrypted PC systems and cell phones.
• Setup user accounts in Active Directory.
• Added, removed, and moved PC systems and tablets in Active Directory.
• Created inventory database to track all equipment in inventory by username, serial number, and requester.

Confidential, Norcross, GA

Senior Client Support Specialist

Responsibilities:

• Used MS active directory to reset user and generic accounts, created network ID’s, maintained network user groups, and removed unused systems from the directory.
• Used MS SharePoint to share support data with other IT professionals.
• Used SCCM software to install software on remote computers, analyze hardware/software PC configurations, and recommend system replacement or upgrade as deemed appropriate.
• Quality-checked systems as they were replaced on the network to ensure the systems had the correct configuration and adhered to company standards; verified that all necessary files were placed on system.
• Installed AS400 client software; performed password administration and group membership verification.
• Trained client support staff in providing technical assistance for high-level support problems.
• Tracked unresolved customer issues for support team to ensure successful closure.
• Troubleshot issues for Mac clients using Tiger, Leopard, and Snow Leopard OS.
• Evaluated new sites to assist in migration to the company infrastructure.

Client Support Specialist

Confidential

Responsibilities:

• Analyzed and troubleshot software, hardware, network, and WAN/LAN PC problems for corporate and remote locations nationwide.
• Resolved IP conflicts, wireless device problems, and remote connectivity issues.
• Configured network printers and internal/external jet direct cards; updated bios on network printers.
• Used Heat call tracking database to manage calls, review client histories, and identify problem areas.
• Used Heat SQL Interface to configure macros (autotask) in Heat call tracking database to facilitate creating, monitoring, and tracking calls.
• Assisted customers with VPN, remote desktop, and wireless router configurations.

Confidential, Atlanta, GA

Customer Support/Help Desk Supervisor

Responsibilities:

• Supervised help desk and pc support staff. Coordinated migration completion of PeopleSoft software and Windows NT conversion.

Confidential, Atlanta, GA

WorkStation Support Specialist

Responsibilities:

• Responsible for troubleshooting hardware/software support issues. Including creating customized macros and templates, writing training documentation, conducting training classes, and various applications.