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Traci
IslandPCLady@gmail.com
919-961-0308
Raleigh, NC 27699
Sr. Technical Support Engineer
18 years experience W2
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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

Experience
Sr. Technical Support Engineer
Information Technology
Sep 2011 - present
  • Sr. Technical Support Engineer-General Tier 2/Tier 3 Level Helpdesk Support of a myriad of technical issues, Supporting in-house/remote users both deskside and via remote access tools (RADMIN, Skype, WebEx, Bomgar), Active Directory management (Users/Computers/Printers), Exchange support, Network and Telephony support (Cisco technologies), end-use asset management/tracking, hardware deployment and testing, User creation, Work load coordinating, Resolution follow-up, Writing technical documents and Knowledge Base Articles, contributing to implementation and process for new ITSM system (RemedyForce and SummitAI), Mentoring new team members, Engaging vendors as needed to resolve system bugs or issues, Managing multiple projects such as hardware deployments, Operating System updates, and implementation of new ITSM applications
Asset Management Cisco MS Active Directory Printers
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Multiple Contract Positions Held
Information Technology
Feb 2011 - Sep 2011
  • Systems Support-General Help Desk(desk-side and telephone), AS400 support, Active Directory administration, Lotus Notes support, VPN/Remote Access support, Server monitoring, A/V setup, Hardware/Software configuration, Print management, PC Imaging/Configuration, Image building, Network troubleshooting/Patching, Document Writing/Reporting, Active Directory account management, Virus monitoring/Anti-Virus patching
Project Management VPN
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Support Analyst - Incident Lifecycle Management, Business Continuity Planning
Information Technology
May 2010 - Feb 2011
  • Support Analyst-Incident Lifecycle Management, Business Continuity Planning, User Acceptance Testing, Participating in the build-out of new Global Support Center; developing processes, User Acceptance testing and script writing; Creation of Knowledge Base material; Accept and log authorized calls by phone, web, mail, or other authorized means; Authenticate the caller (where it was not possible to pre-authenticated); Qualify service calls and/or incidents as covered by SLAs; Update existing incidents and service call records active in the incident management system (BMC Remedy); Categorize and prioritize incidents and service requests; Understands service levels and executes their tasks accordingly; Provide internal and external communication of incident status, engaging next level support when required; Coordinate incident resolution and service request completion with various workgroups; Software, Hardware, Connectivity fault diagnosis, analysis and First Touch Resolution; Telephone (only) remote troubleshooting; Telephone & Remote Desktop takeover (e.g Bombgar, Carbon Copy, Dameware etc); Software Break fix; Hardware Break fix (diagnosis only) Desktop, Laptop, Blackberry; Remote/mobile connectivity issues (Broadband, 3G/GPRS, RAS, SecureID, VPN, PPTP); Troubleshooting Directory Services related issues (AD, LDAP, NIS and/or Novell Netware v4); ARS Remedy v7; Avaya Contact Center (CS Telephony Platform)
Incident Management LDAP Project Management VPN
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IT Asset Specialist- Developing
Information Technology
Nov 2008 - Feb 2009
  • IT Asset Specialist- Developing, testing and Implementing new asset tracking system(TrackIT) for global enterprise, Maintain asset assignments such as new, used, replacement, and loaner/temporary equipment/recovery (PCs, laptops, peripherals, and other hardware)Logging equipment, affixing asset tags, and distributing of assets, Tracking all assets by location, owner, and model/type with asset tracking software and network based discovery tools (such as LANDesk)
  • Monitoring and enforcing the asset tracking and equipment assignment policies, Tracking software licenses and renewal dates, Coordinating warranty repair service/replacement with vendors, Identifying and making recommendations to IT management on the most efficient and inexpensive software licensing strategies (e.g., renewal extensions, upgrades to software, increase or reduction in licenses, group vs. individual licensing strategy) ,Coordinating asset information with the Accounting Department for reconciliation, Donation and disposal of retired assets; Purchasing and vendor negotiation of contracts
No skills were added
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Associate Technical Support Representative
Information Technology
Apr 2005 - Nov 2008
  • Associate Technical Support Representative- Supporting 5000+ in-house and remote VPN users both desk side and via remote tools including RADMIN, RDP, NetMeeting and LANDesk in Windows 2000/XP environment, call center monitoring and problem resolution, triaging service request using SLA guidelines, resolving technical issues both on-site and via remote, performing follow-up calls to ensure all problems are resolved fully and in a timely manner installing or upgrading new software or software upgrades on user equipment, end user training, troubleshooting in-house and boxed software suites Software upgrades and testing
  • Enterprise Image planning/building using Symantec Ghost, procuring hardware/software licensing, maintaining hardware assignment database managing large scale projects such wireless technology rollouts, OS migrations, Hardware refreshes, developing and implementing asset management practices, resolving user/object account issues using Active Directory and LDAP console technology deployment planning writing documentation for End-User training, technician training and process flows
Database Upgrades LDAP VPN
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IT Services Volunteer - Evaluating donated equipment
Information Technology
Jan 2003 - Jan 2008
  • IT Services Volunteer-Evaluating donated equipment, Design and Implement Network infrastructure for adult education Computer lab, install hardware/software/peripherals, troubleshoot hardware/software, maintain computer lab and administrative PCs, recommend software solutions for Adult PC literacy education programs, tutor adult learners.
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Edit Skills
Non-cloudteam Skill
Education
Education
Microcomputer Systems-Network Engineer Miller Motte College
Certifications
Microsoft Certified Professional
Microsoft Office Specialist
CompTia Network +
Technical Experince and Software: Creating technical documentation for both end-user perspective and
Microsoft Office Suites ('97- Office 365), MS Visio, MS Project, Windows Server 2000/2003, SharePoin
Other Utilities: Active Directory, McAfee Virus, Norton Ghost, Juniper/Nortel/Sonicwall VPNs, Trend
Skills
Asset Management
2021
8
Cisco
2021
8
MS Active Directory
2021
8
Printers
2021
8
LDAP
2011
4
VPN
2011
4
Database Upgrades
2008
3
Project Management
2011
1
Citrix
0
1
Incident Management
2011
1
Juniper
0
1
MS Azure
0
1
MS SharePoint
0
1
PowerShell
0
1
Windows
0
1
Windows Server
0
1