Senior Service Desk Analyst (Service Desk Analyst III) - Barnhardt Manufacturing Company - Charlotte, NC
(2022-01)
- Provide Windows 11 technical support to users in-person, by telephone, by email, service desk tool, or by using remote access tools to analyze, troubleshoot, and resolve hardware, software, network, and telecommunications issues (ConnectWise Automate and Manage)
- Perform problem determination, analyze operating problems, resolve issues, and escalate as necessary
- User account creation and maintenance of Active Directory, Okta, and Microsoft 365
- Perform administration of Microsoft 365
- Manage desktop computers using Microsoft Entra ID (Azure ID) and Intune
- Perform Intune device enrollment
- Manage printers
- Analyze and classify reported phishing, spam, and legitimate emails using KnowBe4 PhishER
- Manage company cell phones using MaaS360
Technology Support Technician - Rock Hill School District - Rock Hill, SC
(2021-07 - 2022-01)
- Provided technology support to staff and students
Network Administrator - Parkway Products - Greenville, SC
(2020-09 - 2021-05)
- Provided network, hardware, and software computer support (locally and remotely) to other Parkway associates and facilities for Windows 10 and Windows 7 PCs
- Provided network maintenance, monitoring and troubleshooting – devices included SonicWall firewalls, Meraki WAPs, and PoE switches
- Administered Office 365 e-mail
- Administered Microsoft servers (2008R2-2019)
- Administered network printing
- Provided SD-WAN VeloCloud support
- Supported and maintained Active Directory
- Supported Windows RDP Clients (ERP System connectivity)
- Supported and maintained Checkpoint CloudGuard SaaS
- Installed, supported, and maintained endpoint security (Carbon Black and CheckPoint SBA)
- Installed, supported, and maintained Sophos encryption with BitLocker
- Installed and supported VoIP hosted phone system
- Assisted with software license management
Network Support Analyst - The Cato Corporation - Charlotte, NC
(2006-02 - 2020-04)
- Provided network and PC support to users (locally and remotely)
- Administered Microsoft Windows 2012, 2008, 2003, 2000, and NT servers
- Administered Microsoft Windows Exchange
- Supported Microsoft Active Directory
- Configured and administered Active Directory printing
- Administered Cisco routers and switches
- Troubleshot hardware, software, and network related issues
- Supported wireless networks and VPNs (Virtual Private Networks)
- Supported Microsoft Windows NT 4.0, XP, 2000 Professional, Windows 8 Professional, and Windows 10 Professional workstations
- Set up and configured PCs, laptops, and servers – physical and virtual (via VMWare)
- Managed and administered Docuware document management system
- Managed, administered, and upgraded IBM Cognos Planning Analytics systems
- Administered Cisco firewalls and VPN security via ASA hardware and AnyConnect client
- Administered Dell SonicWall hardware
- Administered and configured Wavelink server and Symbol MC9060, MC9260, and WT41N0 handheld scanners for the Distribution Center
- Maintained data backup and recovery of servers using EMC Networker
- Created application and technical procedure documentation
LAN Analyst - Springs Industries - Lancaster, SC
(1997-09 - 2005-11)
- Administered Microsoft Windows 2000 and Windows NT 4.0 servers
- Set up network printers in Microsoft Windows Active Directory (AD)
- Primary support associate for the Acambaro, Mexico facility (Windows NT 4.0 network)
- Supported Local Area Networks (LANs) for Springs facilities
- Provided 2nd-Level end-user support for computer software and hardware
- Supported Microsoft Windows XP, 2000 Professional, NT Workstation 4.0 and '95
- Worked with other team members to manage support calls
- Created application and technical procedure documentation
- Created and deleted Microsoft Active Directory (AD) and Novell Netware network IDs
- Worked with network security issues
- Configured Dell and IBM PCs (laptops and desktops)
- Supported Citrix Metaframe users
- Troubleshot and resolved network connectivity issues
- Set up and configured HP print servers and resolved printing issues
- Interfaced PCs to IBM mainframe, AS/400, and DEC Vax systems
Computer Technician - Chester County Schools - Chester, SC
(1996-09 - 1997-09)
- Installed and repaired personal computers (PCs)
- Installed and maintained computer software and Novell networks
- Provided technical support to educators
- Ran network cabling and troubleshot connectivity to PCs, servers, and hubs
