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Traci
Sr. Technical Support Engineer
17 years experience W2 Raleigh, NC
Actively seeking
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Traci
Sr. Technical Support Engineer
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Asset Management Cisco MS Active Directory Printers LDAP VPN Database Upgrades Project Management Citrix Incident Management
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Recent Experience
Sr. Technical Support Engineer 09/11 - present
Asset Management Cisco MS Active Directory Printers
Multiple Contract Positions Held 02/11 - 09/11
Project Management VPN
Support Analyst - Incident Lifecycle Management, Business Continuity Planning 05/10 - 02/11
Incident Management LDAP Project Management VPN
Summary

Education and Credentials Education

  • Associate of Applied Science Microcomputer Systems-Network Engineer Miller Motte College-Wilmington, NC
  • Professional Training and Certifications
  • Microsoft® Certified Professional
  • Microsoft® Office Specialist
  • CompTia Network +

Technical Experince and Software:

  • Creating technical documentation for both end-user perspective and technician perspective, Process/Policy development, Project Management, Staff Mentorship, Workflow management, Asset procurement/management, General Helpdesk support activities
  • Microsoft Office Suites (‘97-Office 365), MS Visio, MS Project, Windows Server 2000/2003, SharePoint, Microsoft Teams, Citrix, Azure, SalesForce, BMC Service Desk Express, BMC Remedy, TrackIT, RemedyForce, Multiple OS/Environments: Microsoft Windows 95/2000/XP/Vista/Win 7/Win10,
  • Other Utilities: Active Directory, McAfee Virus, Norton Ghost, Juniper/Nortel/Sonicwall VPNs, Trend Micro Enterprise Console, LANDesk, Dameware, VNC , Cisco Call Manager/Unity server, PowerShell, MS System Software Configuration Manager


Technologies and Applications

  • Active Directory Managing user accounts (creation, deletion, retirement, group
  • assignments/permissions), creating printers, Organizational Unit knowledge, Group policy Knowledge, Troubleshooting general account issues
  • Exchange Managing Distribution lists, creation of user/shared mailboxes/calendars, general troubleshooting, working in hybrid On-Premise/Cloud environment
  • Azure Using various utilities within CCS for troubleshooting IAM issues and Azure AD account issues, management of Enterprise devices InTune
  • MS Teams General troubleshooting and usage for various project roles
  • **Azure, IAM and Teams are new implementations in my current organization. I have had exposure to them as a Support Engineer and am very excited about the opportunity to become more involved in Administration and development of these new technologies. I have attended seminars as well as reviewed online lectures and find there is extraordinary value and versatility in their use across organizations. Most organizations that are implementing are already paying for many of the “extras” within but just aren’t aware of everything that is there and what it can offer. I would love to be in a position where I could help explore these tools and work on process implementation of them.
  • SharePoint Creation of sites, permission groups, access provision, general troubleshooting
  • InTune Device installation and troubleshooting, Exposure to Azure device Management console
  • SalesForce General troubleshooting within application and connectors, user account troubleshooting
  • RemedyForce Managing workflow within the system, assisting with build outs of templates, managing Service Requests and Incidents, reporting
  • SCCM General troubleshooting general understanding of how SCCM works, using reports to gather hardware/software data
  • PowerShell General troubleshooting of script failures, general use for daily tasks such as Exchange provisioning and querying
  • Cisco Call
  • Manager/Unity Server
  • Creation of both hardware and virtual devices, creation and troubleshooting of
  • Voicemail boxes, troubleshooting both device side and system side
  • WebEx Account management, general troubleshooting UAT testing for updates working with vendor on embedded issue such as connection is and call quality, packaging recordings, user training

Networking

  • Troubleshooting general connection issue on various user devices,
  • switch/router troubleshooting, port testing, investigating security issues related to certificates and 802.X authentication
  • VPN General troubleshooting of end-user issues with connecting to corporate VPN. This includes issues with account, user’s home network equipment and security protocols, issue with connection of public networks, troubleshooting issues with Multifactor Authentication

Skills

  • Asset Management Maintaining inventory integrity by utilizing inventory tracking system, procuring hardware orders from vendors, coordinating Purchase Orders with procurement and finance teams, Coordinating hardware disposals and preparing write-offs/retirements of various devices
  • UA Testing Working with various teams across organization to complete User Acceptance testing for a wide variety of applications and tools. These testing teams often involve both technical users and end-users of systems
  • OS Migrations Coordinated and completed MULTIPLE mass Operating System migrations for both in-house and home-based users (XP->WIN7->WIN10) using various tools such as third party IPM solutions, SSCM Image Deployment, Ghost imaging as well as manually migrations
  • Managing Employee Disposition Changes Coordinating and completing deployment of new employee technology needs (Various systems accounts, hardware configuration, communication devices), Managing retirement of outgoing employee accounts and hardware, Coordinating location transfers requiring changes in hardware or account modifications
  • Documentation Writing Preparing documentation for both technical and no-technical staff including training documents, checklists for various process, process flow development, project development plans
  • Incident Life Cycle Management Daily workload coordinating of 15 engineers by managing ticket assignments, escalations, project assignments and ensuring that tickets are being monitor and updated from creation to resolution, evaluating tickets for complete information, notations of work/investigation prior to Tier movement and relevant approvals, screen shots
  • New Hire Mentoring Completing OnBoarding of new IT peers, preparing training strategies, training of processes and use of various support tools, Evaluating skills and opportunities for learning

Top 5 Skills
SkillsProficiencyLast Used
Asset Management
2020
Cisco
2020
MS Active Directory
2020
Printers
2020
LDAP
2011
Education and Certifications
Education
Microcomputer Systems-Network Engineer Miller Motte College
Microsoft Certified Professional,
Microsoft Office Specialist,
Preferences
Availability:Immediately
Willing to relocate?:Yes
Relocation preference
Any location
Prepared to Travel:No travel (0%)
Employment Type:Any
Security Clearance:No clearance
Citizenship:U.S. Citizen