SUMMARY OF QUALIFICATIONS:

Talented and enthusiastic individual with valuable experience in a regulated and information technology environment. Able to follow directions, analyze, review and record data with exceptional precision. Self - motivated and a highly creative problem-solver with excellent communication skills and the ability to work productively on diverse teams. Detail oriented, fast learner; able to multitask effectively.

TECHNICAL BACKGROUND:

• Microsoft Exchange
• Microsoft Office 365
• Microsoft Teams
• Active Directory
• Remote Desktop Protocol/Proxy Pro Master
• A+ and Network + Training
• Ghost Imaging
• Windows XP, 7, 8, and 10
• Apple OSX and iOS Platforms
• Microsoft Lync, OneDrive, Sites, Word, Power Point, Excel, Access, Lotus Notes, Outlook, Adobe Acrobat
• Digital Video Recorders
• VPN
• Desk.com/ServiceNow

WORK EXPERIENCE:

Confidential, Memphis, TN

Technical Support Specialist

Responsibilities:

• Provide technical support to outpatient areas in hospital and research areas who directly report to the CEO
• Troubleshoot various issues on desktops, laptops, thin clients, mobile devices, printers, and scanners
• Image computes for deployment
• Set up network printers and label printers
• Utilize Service Now as ticketing solution
• Upgrade hardware and operating system
• Provide Go Live support in inpatient and outpatient areas
• Received Project Management Training

Confidential, Memphis, TN

Desktop Support Technician

Responsibilities:

• Provide technical support to Corporate office, Memphis/Mississippi retail stores and donation centers
• Troubleshoot POS systems, credit card machines, and line displays
• Enter daily sales data into Confidential
• Edit DVRs for viewing via web
• Troubleshoot issues with DVRs, time clocks, and modems
• Troubleshoot PCs, laptops, thin clients, mobile phones, printers, and scanners
• Image and copy computer profiles
• Update PCs/laptops to Windows 7/8
• Update changes to network prior to Penetration Test
• Set up new users in active directory and Microsoft Exchange
• Crossover training as Cashier
• Replace PC/Laptop hardware
• Implement new hardware for store and school openings

Confidential, Memphis, TN

Support Agent

Responsibilities:

• Image PCs and Laptops for current and new employees
• Active Directory and application password resets
• Respond to customer support tickets
• Set up user PC profiles
• Set up new users in various applications (GDS, YUNAS)
• Set up E-Fax accounts
• Use VNC to virtually control user PCs
• Upgrade OS from XP to Windows 7
• Backup user PC files

Confidential, Cordova, TN

Help Desk Specialist

Responsibilities:

• Provide technical support to onsite and remote employees (100+)
• Troubleshoot daily hardware or software issues
• Add or modify users in Active Directory
• Add or modify users or settings in Shoreware Director
• Create or modify email addresses or distribution groups in Microsoft Exchange
• Perform migration of all employees to Microsoft Online
• Create Office 365 accounts for all employees
• Purchase and assemble PC components
• Install operating systems
• Provide employees with all applications needed to perform daily activities
• Manage ticketing system (Desk.com)
• Perform active directory upgrades
• Create testing environment to mimic current 2010 active directory server
• Create 2012 server virtual machine
• Transfer active directory roles from 2010 server to 2012 virtual machine
• Demote 2010 active directory
• Recreate scenario in production environment
• Create training material for new/current employees
• Direct training classes for new incoming sales personnel
• Accomplishments
• DRI (Directly Responsible Individual)
• Active Directory Infrastructure Upgrades (Project Manager)
• Salesforce.com (Team Member)
• Desk.com (Team Member)

Confidential, Memphis, TN

Quality Assurance Analyst

Responsibilities:

• Run tests in inSTEP
• Test every step in the loan process; Origination, Underwriting, Processing, Closing and Booking
• Raise defects in Quality Center Explorer
• Write test requirements
• Create Expected Input and Output files
• Assist with the development on the First Tennessee mobile banking application for the iPhone
• Run tests on the First Tennessee mobile banking application for the iPhone

Confidential, Germantown, TN

Information Technology Intern

Responsibilities:

• Provide technical support to all employees
• Analyze and investigate technical issues to be solved
• Add clients to domain
• Purchase and assemble PC components
• Build computer profiles for employees
• Image hard drives
• Install operation systems, drivers, and software on PCs
• Update intranet on a weekly basis
• Document how we perform specific IT procedures for future interns

Confidential, Arlington, TN

Regulatory Affairs Department Intern

Responsibilities:

• Develop and maintain the Regulatory Affairs Department website
• Work with senior management in the development of internal department procedures and practices
• Train Regulatory Affairs personnel in Standard Operating Procedures
• Work closely with international countries distributors/representatives to provide them with appropriate documentation (i.e. engineering drawings, material specifications, vendor information, and etc.) to support product registration
• Submit information for the submission and/or approval of Certificates to Foreign Government, 510(k)s, Pre-Market Approvals, Technical Files and Declaration of Conformities to support ability to globally market product portfolio
• Provide administrative support (i.e., presentations, routing, copying, and filing documents)
• Perform database clean-ups to support compliance to international distributors
• Compile and analyze information to determine accuracy of data
• Conduct software systems use guidance to new hires