stacey thomas

* Advanced troubleshooting & repair over multiple brands & platforms. * High level team leadership with primary focus on quality and attention to detail. * Actively achieved goals well in excess of baseline requirements. * Creation and implementation of quality processes and knowledgebase documentation to ensure consistency. * Consistent training, coaching & support of production and quality department staff on processes and procedures. * Continuously identified critical gaps and aided in the design and implementation of corrective procedures.

* Providing systems support for Windows including server and workstation hardware and software upgrades, backups and disaster recovery and security monitoring, user account setups. * Installation and setup of network multi-function printers, virtual servers, laptops. * Performed regular system check-ups and maintenance to ensure system security. * Operating System installation and support via Microsoft SCCM, MMC and Active Directory. * Service Now ticketing system services: creation and expedited resolution for onsite clients. * Revise and create standard operating procedures, training documents and walkthrough documents * Liason for offsite Network Services team to install Cisco switches, wireless network services onsite. * Worked with local Telco and IT companies to ensure proper cable installation as well as proper network bandwidth and stability. * Consistently commended for technical, analytical and problem-solving skills; effective task prioritization and customer service orientation.

* Inbound call center support for technology troubleshooting *  Citrix, VDI, Mobile Apple & Android device software and hardware support, VPN, RSA hard/soft token support, Remote support of physical and virtual devices via Windows and SCCM console environments. * Ticket recording, reporting, change management with Service Desk Express software * Oracle and Java application support * Excel spreadsheet creation and management * Access database creation, management and support * SharePoint database maintenance and support * Form creation, maintenance & delegation * Second level support for change management, active directory account creation & maintenance

Course highlights: Microsoft network & systems administration, network design & analysis, system security, project management, database administration, business information systems. Microsoft Certified Systems Analyst, 2012. Security+, 2012. A+, 2012. Network+, 2012. CIT Fundamentals, 2012