Carla Spence Email & Phone Number

Greater Atlanta Area

•Responsible for user account and object management across the enterprise to ensure overall security and integrity of the user and group objects in Active Directory. The role requires a thorough understanding of security and user management in Active Directory, as well as audit and policy compliance.•Creation/deletion/management of objects, i.e. domain user accounts, groups, mailboxes, distribution lists, etc. in Active Directory. •Regularly perform housekeeping duties to keep AD clear of stale, unused, expired, terminations and objects no longer needed•Process ServiceNow requests for access control authorized by data owner and for group drive mappings •Update relevant attributes for objects in Active Directory. This subset of attributes includes Windows-centric information like home directory location, profile location, terminal server settings and other kinds of user attributes•Work with server/data owners to set up permissions. Coordinate activities of Member Server owner•Comply with Corporate policies and standards as defined by Enterprise Admins and Information Security•Apply standard naming conventions to objects in Active Directory •Understand role-based access control concept •Able to troubleshoot end user issues that may stem from change in Active Directory and provide information to Enterprise Admins and/or Deskside Support and provide the following information •Experience and knowledge in Active Directory and Active Directory objects e.g. User, Contacts and Groups. Experience with PowerShell and/or VBScript.•Experience and knowledge in managing permissions relating, but not limited, to shared folders, mailbox, SQL and SharePoint. Strong analytical and problem solving skills •Exchange Admin knowledge (e.g. Office 365 migration)

Norcross, Ga

• Provided DSS Team leadership, coordination and support • Desktops, Laptops, and Handhelds and smartphones at 370+ locations. Network, telecom, and endpoint client technician for the global leader in information management supporting 26,000 employees. • Manage Root Cause Analysis of Service Desk tickets to proactively analyze and resolve Service Desk trends and identify best practices and guidelines to assist Tier 1 resolution team/vendors.• Server 2003/2008 administration, including Active Directory (setting group policies, managing security groups, adding and deleting users, working with the domain, and building machines)• Configure and manage network drives and virtualization, handled the workload via ServiceNow• Troubleshoot, diagnose, research, and evaluate with IT staff and vendors; in testing and operational support of complex system hardware and software problems and documenting solutions• Reports availability of staff to Regional IT Manager for resource requirements based on support incidents or project involved. Assign tickets as they arise and flow through the ticketing system, and confirm completion• Maintain ticket work queues, ensuring tickets are updated in accordance with SLAs and provide productivity reports as required. Develops and maintains basic level process and procedure documentation.• Maintain proper documentation to track the status of all service requests in providing prompt response to escalations and adhere to OLAs/SLAs. Evaluates and recommends software and hardware products.• Handle problem recognition, research, isolation, resolution and follow-up for all user support and service requests. Make recommendations for service process improvement plans.• Initiate and participates in the continuous assessment and improvement of the quality of services provided by Desktop Support Services. • Lead testing for compatibility and interoperability of company applications with current desktop platform and configurations.

Greater Atlanta Area

• Provide superior Desktop/Network support on-site and remote to over 6000 mobile and virtual users • Troubleshoots server, software and hardware issues, within a fast-paced environment• Repair system crashes, slow-downs/viruses, data recoveries and control hardware inventory/asset management.• Able to quickly and properly diagnose problems with computers, determine root cause, and drive resolutions. • Exceptional customer service skills, organizational skills that’s honest, self-motivated, and resourceful. • Able to take on a leadership role in managing systems-related projects and learn new technology quickly• Worked one or more projects as a team member or occasionally as a project lead• Coaches and mentors junior technical staff on complex projects. Continiously provide insistent training.• Manage Trouble Tickets via Peregrine, Tivoli, TPM, HPSM, Service Desk and ServiceNow. Smartphone support• Capable of supervising and working with a team as well as independently with minimal supervision • Perform Backups and Restore data via Connected (Iron Mountain) Druva InSync, SharePoint• Provided 80% Remote Support using Teamviewer, Dameware, Logmein, Bomgar and RDP• Assist Networking with installs and support for Routers, Monitoring, CitrixTerminals, Cisco and Trend Products• Ghost imaging, software installs through SMS/Microsoft System Center Configuration Management. • Assists with recommending, scheduling and implementing system hardware and/or software upgrades. Extensive knowledge of multiple operating systems and web access and electronic messaging services. (Jabber, MS Lync)

Greater Atlanta Area

• PC Migration / Configuration, and installation, RAM Upgrades, Re-imaging and OS Upgrades• Provided quality assurance on completed desktops and laptops to ensure accurate data migration• Assist Project Lead with administrative procedures; time schedules, handled the tasks of reviewing technical projects during various stages for integration and testing systems.

Cherry Hill, Nj

• Monitors system performance and improves data loadand data integrity through system tuning;• Ability to adhere to schedules and project time lines and communication of issues/problems that may impact ability to meet objectives. Maintained a secure systems environment.• Managed, monitored and optimized the desktop environment using Group Policy

Charlotte, North Carolina Area

• Hands-on PC troubleshooting hardware (printers, scan guns, scales, and hubs) and repair and maintenance for Optisys and Packsys Software. Responsible for dispatching to user sites for warranty repair and upgrades.• Monitoring data communications network to ensure that network is available to all system users • Diagnose Windows OS and other software applications and computer architecture using Linux (Qnx)

Lawrenceville, Nj

• Assist the IT Department in troubleshooting desktop hardware and software, in an academic environment• Assist faculty and students with software installations and the operations of computer lab equipment