Briana Whitmore Email & Phone Number

United States

Provided technical support for close to 15,000 Microsoft users in multiple regions, for diverse hardware and software trouble tickets.Deployed apps via Microsoft store or synced within IntuneDocumented service requests and all related activities into problem/project management software Rave ticketing system, provided details on cause, steps, and resolution.Performed installations, hardware repairs, maintenance, technical assistance, and support on Windows 10, Outlook, and O365.Administered user’s access, reset passwords, added/ removed computers to the domain within Azure Active Directory.Supported multiple end users remotely via Microsoft chat Get Help App and phone.Hardware supported HP, Dell, and Surface pro.Ran event logs with event viewer and reset BitLocker passwords

United States

Provided "Level 1" and "Level 2" technical support to 500+ on-site and remote end-users in a Citrix environment.• Provided support 24/7 service desk support for our client.• Provided technical support for close to 20,000 BNSF employees and contractors for diverse hardware and software trouble tickets.• Resolved hardware and software problems reported by national and international users throughout the company.• Rest passwords in TIM/TAM, added computers to the domain within Active Directory• Install and configure user email accounts in Microsoft Office Outlook and resolve various issues as they arise as well as offer training.• Remote support provided through VNC Viewer and LogMeIn rescue.• Performed installations, hardware repairs, maintenance, technical assistance, and support on Windows 7, win 8 win 10, Citrix, IDM Mainframe, Printer, and Apple phone tablets.• Maintained a 98% first call resolution, thereby reducing call back rates and enhancing customer service experiences of the clients• Focused on Microsoft exchange management, active directory maintenance, and group policy configurations. Application support for business-critical software.• Documented service requests and all related activities into problem/project management software Service Now ticketing system, provided details on cause, steps, and resolution.• Interacts and collaborates with cross-functional teams to determine user's requirements

Greater Memphis Area

American Lebanese Syrian Associated Charities (ALSAC) provided level 1 and 2 technical support for 1,200+ users. Maintained and support systems, workstations, mobile devices, printers, and peripherals; respond to user service requests; and resolve trouble tickets.• Provide 1st level IT service support for over 1,200 users.• Installed, configured, and deployed laptop and desktops for end-user.• Troubleshoot, diagnosed, and repaired desktop PCs, laptops, MAC, iPhone, iPad, printers, and cisco desk phones.• Utilized Zoom, Windows Remote Assistant, BMC, Remote Desktop, and Device Manager to gain access to user’s computer to perform software installations and repairs.• Administered user’s access, reset passwords, added/ removed computers to the domain within Active Directory.• Performed duties with TCP/IP, Routers, WAPs, Wireless, and other networking devices.• Documented service requests and all related activities into problem/project management software Salesforce/ Remedy ticketing system, provided details on cause, resolution, or steps.• Lead project to design Help Desk intranet website. Gathered requirements, designed wireframes for the site to be developed in SharePoint.• Developed a training curriculum and facilitated training for new contractors and full time IT employees.• Created IT troubleshooting resolution knowledgebase and assisted with creating workflows.• Configured and troubleshoot all corporate applications (MS Office, Confluence, SharePoint, VPN, RSA etc.)• Supported Windows 7, 10 and MAC operating system.

Greater Memphis Area

Diagnosis disassembles, reassemble FedEx handheld scan guns back to new or refurbished condition. Replace defective or improperly functioning circuitry or electronics components, using hand tools or soldering iron.• Performed a full diagnostic of FedEx Express and Ground handheld devices for potential malfunctions with the LCD screens, volume, keypads, network connectivity to Wi-Fi, camera, scanner, Bluetooth, and GPS. • Downloaded image for testing and performed troubleshoot conducted and repeated various tests manually. • Repaired various devices by replacing any failed components including the mainboards, WAN stacks, and main housing.• Documented all repairs in the internal database for each device• Inspected all devices for any physical damage to the device

Frankfort, Ky

•Reported to the Desktop Support Supervisor; was responsible for the maintenance of hardware, software and other computer peripherals utilized by students and faculty members of the University in all Computer Labs managed by the Office of Information Technology. Provided assistance to students and faculty members for both hardware and software related matters as needed• Assisted students with computer use, software and peripheral equipment (printers and scanners).• Maintained the front desk and assured the computer lab's rules and protocols are being followed• Maintained a record of equipment damages and or malfunctions• Troubleshoot, diagnosed, and repaired desktops and printers• Assist with installing Access Points around campus• Kept inventory of all desktop computers on campus• Reimaged and updated all lab computers• Created and ran Cat 5 cable • Deployed and configured new Cisco phones to all falcate members on campus

Greater Memphis Area

• Assisted certified systems analyst with computer deployment. • Reimaged systems using Acronis Snap Deploy 5, configured with static IP address.• Helped to manage discovery documents and made them all electronically accessible.• Wrote scripts in Power Script to help attorney’s research clients easier.• Assisted with staff training on Microsoft Word 2013 with a focus on legal features.• Created training material.• Helped users transition from Lotus Notes to Microsoft Word and supported customers with login issues

Frankort, Ky

Promoted academic excellence, addressed student needs, and encourage involvement among residents supporting the missions of the University and the Office of Residential Life. Created and maintained bulletin boards to keep students informed of campus activities.• Supervised and attended to the needs of students in the residence hall; Supported and enforced university and dorm policies.• Planned and implemented social, educational and recreational programs; acted as a liaison between residents and Residence Life Dept.• Manage various administrative duties such as maintenance requests, room transfers and incident reports.