Experience

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  Centers for disease control and prevention

  Aug 1999 - Aug 2005

  Service desk support specialist

  Provide hardware and software technical support to over 150 users. Provided recommendations for all hardware and software purchased by the Centers for Disease for Control and Prevention, Division of Adult and Community Health.Created and managed a database tracking system for all software and hardware purchased by the division. Managed security standards for the division. Administered all network and email accounts using Microsoft and Netware Management Utilities

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  Prommis solutions, inc

  May 2007 - Sept 2008

  Desktop support specialist

  Provide daily PC support for local and remote users to include the communications system via telephone, email and SMS. Install and configure all issued software on desktop and notebook computers. Utilize Norton ghost imaging solutions for PC installation when possible. Administer Active Directory and Microsoft Exchange. Configure and support corporate phone systems. Audit and document hardware and software inventory

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  Kit digital, inc

  Mar 2012 - Jun 2013

  Help desk support specialist

  Track all incoming calls and email requests for technical support using Remedy. Administer technical support for remote users globally. Maintain imaging system for laptop deployment. Installation, configuration and maintenance of common user operating environments. Assist in conforming and initiation company security policies. Create and edit documentation of the Information Technology Infrastructure

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  Incomm

  Jul 2013 - now

  Service and support level ii

  InCommIT Service and Support Analyst, Level II, July 2013 – Present Atlanta Ga• Responsible for identifying any product issues across all components of the InComm platforms, consisting of customer facing applications, network, hardware, and telecom systems, as well as web hosts and services. Twenty six different, platforms comprise the InComm network, including SQL, APS, SPL, Back Office, and more. • Other duties include incident handling, problem management, configuration implementation, deployment monitoring, break fix administration, service level management, security operations, IT service continuity, maintenance and load balance control for both physical and virtual servers as well as EMC and Hitachi storage arrays. This is accomplished via the use of tools such as Service Now, ActiveRoles Server, Big Brother, Site Scope, Orion, Splunk, Lil’d, OpsView, Remote Desktop, Cisco VPN concentrator, ACE load balancer, VNC, Putty, and VMware. Show less