Nicole M Phillips, MCSA

Experience

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  Bank of America

  May 1997 - Nov 2001

  Help Desk Officer/System Analyst I/CSR

  * Designed department intranet web pages* Tested In$ight software updates* Scheduled helpdesk coverage* Developed new electronic security form* Converted 200+ international enterprise users to new security platform* Maintained security database* Solved software and hardware issues (100% Phone support)(Used/supported: WinNT – 2000, AD, Exchange, and FrontPage)

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  H&R Block

  Dec 1999 - May 2010

  Office Manager/ Instructor/ Tax Preparation

  Seasonal PT work depending on avalibility* Instructed software and tax law course* Managed office of 10 employees* Prepared personal and small business taxes

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  Family Dollar

  Sept 2002 - Nov 2002

  Help Desk

  Contracted with Ettain Group at Family Dollar and Gaston County* Performed software downloads and updates (100% Phone support)* Troubleshot and resolved cable and hardware issues* Calibrated touch screen voting PCs(Used/supported: Card readers, Remedy, voting systems)

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  CIBER, Inc.

  Jan 2003 - Oct 2005

  Network Administrator

  Contracted with Ciber at US Army Reserve * Created and maintain Internet and Intranet websites* Troubleshot hardware, software, and sharing rights (90% Phone support)* Set up new users accounts and emails * Re-imaged PC's(Used/supported: Win98 – XP, AD, Exchange, Server 2000, Ghost, DameWare, and Dreamweaver)

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  Cmi solutions, inc, charlotte, nc

  Oct 2005 - Jul 2006

  Tech Support

  * Troubleshot POS, PDA, and RF scanner connections* Upgraded software and pricebook for clients* Assisted in resolving accounting issues

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  LIFESPAN Resources

  Sept 2006 - Feb 2008

  MIS & Network Administrator

  * Administered software and sharing rights for 200+ users over 15+ sites* Managed Domain using Active Directory* Software and hardware troubleshooting (20% Phone support)* Provided technical instruction to non-technical users* Monitored PBX phone system for repairs and troubleshooting* Performed server and system backups: Maintained HIPAA compliance(Used/supported: Win98 – XP, AD, Exchange, Server 2003, and RDC)

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  3D Systems

  Apr 2008 - Aug 2008

  IT Contractor

  Contracted with Signature at 3DSystems* Assisted team with server migration troubleshooting and projects* Set up new accounts and mailboxes* Created technical documentation covering ghosting, installs and troubleshooting* Software and hardware troubleshooting (20% Phone support)* Re-imaged and created images(Used/supported: XP, AD, Exchange 5.5/2003, Norton Ghost 11.0.1, PC Anywhere, and RDC)

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  Connextions

  Oct 2009 - Jan 2011

  Help Desk Tech

  * Helped customers in an inbound call center* Troubleshot camera and software issues(Used/supported: Win 98 - XP, MAC, Olympus software, TrackIt)

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  PlumChoice

  Jan 2011 - Aug 2011

  Remote Support Contractor

  Contracted with Insight Global at PlumChoice for Verizon* Helped customers in an inbound call center (from home)* Troubleshot internet, software and virus issues(Used/supported: Win 98 - XP, MAC, Bomgar, IC, and various removal tools)

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  Capital Bank (Capital Bank Financial Corp.)

  Nov 2011 - Jul 2013

  Service Desk Specialist

  Contracting with BeyondTek IT at Capital Bank* Helped users with banking software, permissions and troubleshooting (80% Phone support)* Completed and dispatched work orders for the data center team* Assisted through two conversions and a Citrix migration* Created the standard images as part of bit-locker project(Used/supported: XP, Win 7, AD, Server 08, XenApp, Ghost, DameWare, Altiris, Synergy and JHA)

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  MasTec Network Solutions

  Jan 2013 - now

  Help Desk Analyst

  Contracting with Beacon Hill at MasTec