Sheila Carson

Experience

• 

  Liberty Tax Service

  Dec 2002 - Aug 2008

  Network Support Technician

  December 2002 to February 2003 - Traveled to franchises in NY to install basic computer systems & software- Trained new franchisees in TaxWise and CMS tax software- Provided technical support/troubleshooting to franchisees- Listed as taking most average calls per dayFebruary 2003 to August 2008 (Promoted, Feb 2003)- Maintain Web Services Director & Linkproof boxes- Maintain/Upgrade Cisco firewall/Virtual Private Network- Maintain Cisco VoIP Phone system- Create/maintain Active Directory users/accounts- Prepare computers for new employees- Respond to Tier 2-level problems by working directly with programmers/web developers- Provide regular in-house technical support in the corporate office- Cross-trained in maintaining corporate office’s servers/network- Configure computers for wireless network- Build servers and configure for network- Maintain daily/weekly checks on backups & servers - In charge of ordering all hardware for in-house employees Show less

• 

  Old Dominion University

  Aug 2008 - Dec 2023

  To provide technical knowledge in support of the University’s computing environment through research, implementation and configuration of desktop, laptops and portable client devices, user applications in a client/server environment, and management of large-scale systems in a client/server environment. Supervise technical support staff assigned to administrative and academic desktop support by providing technical direction, personnel support and project prioritization.Considerable experience with operating system and application support at the desktop and server level.Considerable experience with direct interaction with customers in problem analysis and solution development.Considerable experience with leadership and support of technical support staff.Some experience with systems planning and design.Some experience evaluating and recommending computer systems. Show less To supervise and coordinate desktop support by providing technical guidance, knowledge, and support of university-managed IT resources including, but not limited to: Networked and Stand-Alone workstations, Laptops, Mobile Devices and Virtual Desktops, Cloud Services such as Box or Office365, Local and Networked Printers and Client and Server-Side applications. Exercise excellent customer service skills in support of all faculty and staff members of the University through building relationships, documenting work clearly and completely, following up and following through on your commitments, learning continuously and delivering solid operational metrics. Show less August 2008 to January 2012 - Provide technical guidance, knowledge, and support of university managed IT resources to include but not limited to: networked and stand-alone workstations, mobile computing devices and consumer electronic devices, local and networked printers and client and server side applications.- Research and development of deployment technologies for client/server applications, policiesand procedures to effectively manage the university’s enterprise environment using industry best practices.- Provide excellent customer service to both internal and external customers- Configure/install/maintain Kodak scan stations for campus-wide Document Imaging project- Assist in campus-wide deployment of multi-function printers (install print drivers on server, deploy to appropriate users using Active Directory)January 2012 to Present- Provide technical guidance, knowledge, and support of university managed IT resources to include but not limited to: networked and stand-alone workstations, mobile computing devices and consumer electronic devices, local and networked printers and client and server side applications.- Research and development of deployment technologies for client/server applications, policies and procedures to effectively manage the university’s enterprise environment using industry best practices.- Provide excellent customer service to both internal and external customers- Experience in supporting a2 Dental (patient management) software for Dental Hygiene Clinic- Experience in taking thorough inventory of all Health Science equipment and computers- Knowledge of HIPAA and PHI policies Show less

  • Manager, Desktop Support Technology Program

    Mar 2022 - Dec 2023

  • Supervisor, Desktop Support Group

    Jan 2020 - Mar 2022

  • Information Tech Specialist

    Aug 2008 - Jan 2020
• 

  City of Chesapeake

  Dec 2023 - now

  IT Service Desk Team Lead