Support

If you are in need of technical support, training, or tutoring.  Please contact me with the provided Contact Form.

Stacy Moore

Work Experience

Help Desk Technician II                                                                                               01/2018 – Current 

·       Create and manage employee account(s) on multiple systems; AD, EAC, O365, Centrify.

·       Deployed and manage various systems for all subsidiaries; Samanage (Incident Tracking), Bomgar (Remote Support), Igloo (Intranet), Teams (Collaboration), KMS.

·       Analyzed data sets and created necessary reports using Cognos and/or Power BI.

·       Setup, configure, and deploy hardware for end of life cycle replacements.

·       Resolve software, hardware, network, security, and peripheral issues upon first contact.

·       Manage the knowledge management system; documenting SOPs and policies.

·       Draft and design user/tech guides for the knowledgebase in the KMS.

                                                                                  

Application Support - Team Lead                                                                       09/2015 – 09/2017

·         Lead and provided the technical team to succeed daily by including training, support, assistance, and guidance.

·         Ran and reviewed performance reports to ensure department performance is on track.

·         Completed training and received certification sooner than any other employee before.

·         Troubleshot and fixed point of sale software, hardware, network, security, and peripherals.

·         Received multiple customer satisfaction surveys, thanking me for a quick and great job.

·         Started and finished projects within a timely manner and within budget.

·         Compared, setup, and maintained networks small and large (LAN/WAN).

Setup and updated new products, i.e. software, servers, workstations, and peripherals.

Support Technician Tier 2                                                                                   09/2014 – 08/2015

·         Deployed, troubleshot, and rebuilt servers, workstations, thin clients on two domains.

·         Successfully excelled in managing the new support queue to ensure a quick response.

·         Provided remote and onsite support for clients’ networks, servers, security and workstations.

·         Deployed new VPN software on all devices for the entire corporation.

·         Setup Cisco VDI onsite and troubleshot any issue that arose with hardware attached.

·         Utilized Microsoft Service Manager Console to document support provided in a timely manner with detailed notes.

Technical Specialist                                                                                             06/2013 – 09/2014

·         Provided remote and onsite support for clients’ networks, desktops, and servers.

·         Attended VMWare seminars and networked with current employees.

·         Analyzed client’s current infrastructure and documented a recommendation.

·         Replaced the client’s entire infrastructure with virtualization and thin clients.

·         Successfully updated the PBX system to a VoIP system.

·         Operated VMWare View, vSphere Client, N-Central to setup, troubleshoot, and manage infrastructures on Active Directory Domains.

·         Administered Screen Connect and N-Central software to provide proactive support.

P/T IT Consultant Sub-Contract from                                                         10/2013 – 04/2014

·         Provided technical support to clients while documenting detailed notes in the system.

·         Performed remote and onsite system infrastructure analysis, setup, and support.

·         Decontaminated unhealthy networks, servers, and computers.

·         Ran system scans and programs for companies.

Education

Purdue University Global                                                                                       Online Campus

Master of Science                                                                                                  08/2017 – 10/2019

Information Technology – Business Intelligence and Analytics

Bachelor of Science                                                                                             07/2015 – 06/2017

Information Technology

3.6 GPA; President’s and Dean’s lists

Lone Star College System                                                                                                    Texas

Associate of Applied Science – E-Business Web Development                                          12/2014

Associate of Applied Science – Computer Programming                                                    05/2013

Certificate – Information Technology                                                                                 12/2010

GPA:3.98; President's and Dean's Lists

Technical Skills

Maintenance, repair, configuration, diagnosis and troubleshooting of the following:

·         Operating Systems: Windows 95/98/2000/XP/Vista/7/8/10, Windows Server Family, DOS, MAC OS, Android OS, & iOS

·         Software Applications: MS Office Family, MS Exchange Family, Service Manager Console, Adobe Family, VMware, Active Directory, and many more

·         Programming, Coding and Scripting Languages: HTML, CSS, C++, C#, Visual Basic, SQL

·         Messaging & Routing Protocols: SMTP, MIME, POP, & IMAP, LAN/WAN, TCP/IP, VoIP, Network Operating Systems, & VPN

·         Hardware: Cisco/Juniper/Brocade/WatchGuard Routers, Switches, Hubs, Laptops, Workstations & Servers, HP/Dell Thin Clients

·         Peripherals: Credit Card Terminals, Scanners, Portable Scanners, Printers, Receipt Printers, Tag Printers, Line Display, Cash Drawer, and others