Chloe Smith Email & Phone Number

Tampa, Florida, Us

• Oversaw all service delivery and support for managed service clients.• Process compliance was ensured across all service delivery teams.• Oversaw and maintained all technical data center assets, including software, servers, storage, a backup generator, and physical access.• Office 365 deployment and administration of change/feature requests• Sustained and expanded client relationships • Oversaw scheduling, escalations, and client satisfaction• Managed client onboarding and created onboarding and offboarding documentation.• Oversaw the implementation, compliance, and maintenance of company-standard systems, processes, and methodologies.• Help Desk's primary escalation point.• Troubleshoot network and production issues and perform root-cause analysis• Updated network documentation periodically to reflect changes• Assisted with migration of data center to cloud solutions AWS & Azure)• Assisted in migration of data center to virtual environment (VMware) from standalone Linux servers

• Provided outstanding end user / network support and service for internal, external, and on-site customers via incoming calls and ticketing system.• Managed client’s network• Worked directly with customers to understand their issues via phone, remote sessions, email, and in person.• Troubleshooted, documented, and resolved customer problems in a timely manner using technical accuracy and customer service skills.• Acted as an escalation point global small help desk of 10 tier 1 techs• Provided user software, hardware and peripheral support for 150 users.• Assist with planning and testing of application, configuration and database changes.• Provided System Engineering support to the client and predicted client's future• Provide VPN and Citrix support for work at home clients.• Educated customers on different OS and various types of hardware and software's.• Initiated, updated, tracked and closed network trouble tickets; created and sent network alerts• Maintain, configure, and troubleshoot servers & network connectivity.• Created and managed user and group accounts within Active Directory.• Installed computer hardware for Liberty Mutual.• Ensured network and TCP/IP issues were documented and resolved.• Involved in the installation and rollout of new software packages, upgrades, and new desktop hardware• Imaged computers when required and with the company OS upgrade projects.• Supported MAC users

• Managed, monitored, and scheduled batch jobs/backups data entry data recovery/restore.• I was responsible for managing over 100 clients in a variety of locations, both remote and onsite.• Monitored systems for performance and availability and responded to alerts and system error messages.• Handled various customer/user requests regarding computer problems via phone calls, e-mail, and walk-in for over 2,500 end-users.• Installed and configured Windows Servers 2012, 2016 and 2019 using the Initial Configuration Task and the Server Manager.• Windows 10 deployment and User files and settings migration using Windows Deployment Services server WDS within the Windows Active Directory, Microsoft Deployment Toolkit MDT, Windows System Image Manager WSIM, and User State Migration Tool USMT• Trouble short, diagnosed, and resolved SW/HW problems on various environments• Tracked SW and HW inventory• Tracked and Logged incident problems relating to computer hardware and software, and networks, for resolution.• Used Connect Wise Ticketing System to track customer requests.• Used Screen Connect for remote access• Capable of performing system administration duties including software and hardware installations and upgrades.

• Provide technical support for 250 users in 15 locations and 400 Office 365 users• Responsible for daily IT operations, server and network performance, VoIP, and wireless network• Assist in designing, researching, purchasing, configuring, testing, and implementation of new hardware, software, and peripherals• Manage security updates, patches, and firmware updates on servers, computers, and other hardware• Perform maintenance during, after hours, weekends, and travel to remote offices as • Create and maintain both user procedures and technical documentation• Manage Active Directory, Group Policy, Dynamic NAV, Exchange, and Skype • Create/Modify Microsoft PowerShell scripts to assist in operations • Manage IT System and data backups, archival, restore, and disaster recovery• Manage T1/MPLS/Fiber upgrades on LAN/WAN • Install and configure OS, create and deploy SCCM images, and wipe clean to factory image • Assisted with the NAV 2017 deployment• Perform digital forensic on malicious software, inappropriate email/internet usage, and data recovery • Manage software purchases and renewals such as Microsoft EA and Cisco Smart Net licenses• Work well in a team environment, managing projects, independently and with vendors and contractors• Configure, implement, manage HP secure printing solution

• Imaged and setup 400 laptops for end-users and new employees. • Diagnosed, troubleshoot and resolved a range of software, hardware and connectivity issues. • Performed periodic backups.• Trained users in equipment use and application use. • Received "outstanding' ratings on performance, and with top marks in teamwork, customer service, communication skills and technical problem-solving.

• Imaged 200 Unclassified and Classified laptops. • Deployed, setup, and configured 1700 laptops/desktop for SOCOM University. • Diagnosed, troubleshoot and resolved a range of software, hardware and connectivity issues. • Performed periodic backups. • Trained users in equipment use and application use.

Randolph Afb, Tx, Us

Provided comprehensive technical support to a network infrastructure servicing over 2,500 clients with up to 3,000 PCs throughout the military installation. Installed , maintained , repaired and configured hardware, software, wiring, and email for LAN network. Supported software and web applications. Managed domain of all servers according to PCI regulations facilitating automation and documentation. Overall supervision of system modifying upgrading and reporting on system changes.Provided both phone and on-site customers on rotational basis. Managed User Accounts on WindowsNT and UNIX Platform (Creation, Deletion, Permissions, and VPN Access. Document, tracked and resolved on problems and work orders using Remedy Action Request database system. Developed organizational units in Active Directory (AD) and managed user security with group policies. Created and maintained email addresses and distribution lists in MS Exchange. A+ Certified.Delivered Results:⦁ Thoroughly researched diagnostic support tools to increase technician effectiveness and productivity; evaluated driver download sites, memory, and hard drive diagnostic software /cloning utility.

Bachelor'S Degree, Information Technology

Education record

Bachelor Of Applied Science - Basc, Social Psychology

Registered Nursing/Registered Nurse