Angela Carter

Accumulated nine years active duty in the United States Air Force; I have the expertise, professionalism and determination to successfully complete Information Technology objectives in a timely manner.

IT Specialist II - PirtekUSA

(2023-05 - 2024-09)

• Manage Enterprise Resource Planning (ERP) database Enhancements & Breakfix tickets, coordinate with development team to report/test findings.
• Maintain/update/create ERP documentation as needed for newly released feature and functionality with SyteLine. Also publish document within FranConnect or database Help.
• Manage all FranConnect tickets and handle escalations for IT department.
• Serve as liaison between internal departments & IT for all issues regarding SyteLine.
• Manage & perform ERP training for new or seasoned Franchisees during start-up.
• Created SyteLine Study Guide for new owners after 1 week of SyteLine Training.
• Setup Webex with new owners to go over receiving in initial inventory from PIRTEKUSA
• Send bi-weekly SyteLine (SL) "Did You Know" templates to all business owners, admins & OPS Managers via email
• Create and Teach SyteLine training course for new franchisee owners & admins
• Completed 35 hrs of Network+ & 35 hrs CCNA bootcamp
• Assist end-users to sign into VDI environment to access old network
• Changed/unlocked end-users domain password in O365 admin center
• Pushed software to client machine via SCCM

IT Support II - Collins Aerospace

(2019-04 - 2023-04)

• Joined Collaboration Team to assist O365 migration and license upgrade
• Setup/troubleshoot Lotus Notes & Outlook profiles on B/E Aerospace, Collins Aerospace, UTC and Raytheon company assets
• Troubleshoot O365 and software installation via SCCM (Software Center)
• Utilize Service Now to create, update, route and close out tickets
• Provide loaner laptops & cell phones for domestic and international travel
• Familiar with McAfee's encryption on company assets; assist end-users with signing into their laptops/creating passwords for McAfee and domain account.
• Setup Melbourne's site conference, huddle and training rooms (8); provided computer setup, monitors, polycoms & CAT6 cables. Test functionality of projectors, audio and PCs working in sync.
• Image site desktops & laptops utilizing a PXE (Windows 7 and Windows 10 Enterprise)
• Troubleshoot hardware, software and network issues on company asset; providing support if end users are on-site or remote location
• Assist with Voluntary & Involuntary Separation Program; retrieving IT asset and determining if items are re-usable or prepped for E-waste.
• Utilize Zoom, Bomgar, and Remote Assistance for screen sharing/tech support
• Familiar with troubleshooting Cisco Anyconnect and Pulse Secure (VPN connection)
• White glove Collins General Mangers, Associate Directors during O365/MDM migration
• Work side by side with Melbourne's desktop support team
• Attend monthly/quarterly/annual staff meetings
• Excellent communication
• Excellent documentation skills
• Reliable and experienced in working with small/large scale teams

IT Field Engineer - Dyno Nobel

(2009-12 - 2019-04)

• Manage Dyno Nobel's Turnaround Team IT Support for the last 8rys - 12 – 40 MIL Projects
• Supply/Configure desktops, laptops and network printers
• Create contractors/employees domain accounts
• Hire contractors to run/terminate fiber onsite and remote sites
• Administer Dyno Nobel Power Broker for Windows globally; configure applications to run without admin rights.
• Create Shared Folders and restore files (backup) on different File Servers throughout the company
• Create Shared Printers on File Server in Cheyenne, WY, St. Helens, OR and Donora, PA
• Create Lotus Notes Email Accounts for new employees and contractors
• Open and close tickets in Cherwell/C. Support documenting issues and resolution
• Assist end user to configure IPADS and IPHONES utilizing Mobile Iron and DEP
• Provide computer/network support to Dyno Nobel (U.S, Canada, and Mexico) and IPL end users (Australia) ensuring all IT systems at assigned sites are properly functioning
• Ship Dynonobel's standard laptop or desktop (complete setup) to remote end users or new employees throughout the United States
• Communicate with supervisors, managers and field staff in order to exchange information and improve customer service
• Enforce compliance with operation procedures necessary for the efficient use of IT systems
• Track and analyze common problems encountered to provide proactive communications on fixes to the user community
• Lead and assist in resolving issues in order to remedy problems quickly and maintain trouble-free operations for the end customers
• Escalate severe or business critical processes to appropriate technical and functional resources to ensure a professional and timely response
• Perform planning, primarily regarding individual workload, in order to meet deadlines and business objectives
• Install Cisco Routers/Switches on Communication Racks then work with Dynonobel Network Team or local service provider to configure device.
• Create, enable, disable, unlock domain accounts in Active Directory
• Unlock SAP Accounts and notify end user when their account has expired
• Configure laptops/desktops running Windows XP, 7, 8.1, 10 and Vista
• O365 Admin for Dyno Nobel/ IPL endusers
• Familiar with Dameware, PCAnywhere, RDP, Webex, Team viewer and Bomgar
• Order toners for Ricoh networked copy machines
• Excellent documentation skills
• Reliable and experienced in working with small/large scale teams
• ITIL Certification
• Utilize Software Center and SCCM to push software

Helpdesk Analyst - HARRIS

(2009-04 - 2009-12)

Helpdesk Analyst for international communications and information technology company, assisting 16,000 internal employees.

• Provide first level technical support for software, hardware, and connectivity issues to all employees.
• Utilize Active Directory, unlock/reset domain password (Windows NT accounts), create distribution listing and alpha pagers.
• Maintain knowledge of XP PRO OS; MS Office applications (outlook, Exchange, Internet Explorer, PeopleSoft and Harris developed applications).
• Configure users profile Exchange (outlook); assist with features, adding .psts, .pabs, calendars, group mailboxes.
• Deliver technical and non technical support to end users, delivering great customer service.
• Document incidents in Remedy 7, which includes, opening, updating, and closing tickets

Desktop Support - NASA/EMCO

(2007-08 - 2009-04)

• Performs technical tasking: maintenance, analysis, and repairing computer hardware systems and peripheral equipment.
• Solves PC software configuration problems and install entire software load (XP image) or individual software product (acrobat professional/reader, keyboard/mouse and video software).
• Troubleshoot network issues: configure I.P, DNS, WINS and wireless; installs wireless software (profiles) and VPN, enabling user to access the domain or internet when off site.
• Configure users profile on NOMAD server (outlook/exchange); assist with features, adding .psts, .pabs, calendars, group mailboxes, distribution boxes and connectivity issues.
• Assist users with Microsoft (MS) Office applications (word, excel, access, power point and outlook) also aid in Internet Explorer problems. Install hotfixes for known problems with MS Office or I.E; remove toolbars and disable popup blocker in I.E.
• Document user's problem with Remedy, including opening, updating, statusing and closing tickets; communicate with the user from start to finish until ticket is closed.
• Assist with cataloguing, delivery/install new PCs, monitors, scanners, and printers.
• Efficient with Timbutu, remote assistance, remote desktop connection and go to assist
• Wipe and reactivate blackberry and cellphone; coordinate with local AT&T company with setting up voicemail or user profile.
• MCP (XP) as of April 17, 2008.

Bachelor of Science - Software Engineering - University of Phoenix (2010-02)

Associate degree - Information Manager - Community College of the Air Force (2006-04)