I work everyday to spread love throughout this city one Block at a time.

Motivational speaker and domestic violence advocate. I share messages of overcoming adversity and how to discover the new,"you"!

Establishing best practices for the Help Desk at the firm and to ensure we are providing excellence customer service. Update the knowledgebase and training material. Review ticket tracking system and escalation processes. Work on various projects including updating the old Asset Tracking process, deploying Wyse Terminals, and building new Windows 10 machines for the company update. Interview and train new employees.

Provide inbound phone support for Healthcare Help Desk. Support Exchange/Outlook accounts. Perform password resets. Support VPN connections via goRemote. Provide support for HP, Lexmark, and Intermec printers. Support wireless mobile devices including iPhone, Blackberry, and Droid with Mobile Iron and Good. MAC support provided as well.

Technical Analyst for Wells Fargo/Wachovia email migration team. Migrated email accounts from Outlook to Outlook and Lotus Notes to Outlook. Loaded identified accounts into migration database to ready for migration. Prepared and tracked migrations through Access database and Quest Migration tool. Reported any migration errors to the email migration and project management team. Provided post migration troubleshooting and support via email communications and phone. Worked with ZL archive team to identify problems with existing archives that were migrated. Worked directly with project team on weekly updates and change controls for migration.

Outlook/Lotus Notes Engineer for Bank of America’s Network and Computing Group/Enterprise Electronic Communications Division. Responsible for providing 3rd level support for Outlook 2003/2007 and Lotus Notes 7. Created and disabled Outlook accounts, public folders, service mailboxes and set account permissions for distribution and security groups. Setup Outlook profiles for new users on their PCs through remote control tools. Worked with AD Users and Computers as well as Exchange System Manager for account security. Also used a Messaging Stats tool to determine mailbox usage and to identify orphaned mailboxes. Created, re-certified, and recreated Lotus Notes IDs. Worked with two tracking systems: Control Center and Peregrine. Updated the service center SharePoint site with knowledge documents and canned responses.

Help Desk Specialist - Provided help desk support for multiple offices in North and South Carolina. Supported the document management system, NetDocuments. Provided support for Outlook and Microsoft Word including Payne Forms Assistant tool. Setup new user accounts in Active Directory and then setup and tested their workstations. Re-Ghosted PCs and restored and recreated user profiles. Provided initial service of printers and multifunction devices. Supported remote access for Citrix MetaFrame and GoToMyPC. Setup loaner equipment such as Blackberries, laptops, and projectors. Updated Knowledgebase articles, and provided desk side floor support and end user training. Worked on projects for testing new software and assisting with software updates.

Information Security Administrator for Bank of America with the Information Security Business Continuity Consulting and Global Resource Transformation division. Served as a Security Point of Contact for creation, deletion, and changes for resource contract accounts. Worked directly with program and application managers assuring that the proper levels of access were granted to the appropriate user based on their job functions. Setup domestic as well as offshore accounts. Tracked all account access in SharePoint and updated daily dashboards. Processed firewall rule requests and worked with information owners and approvers to ensure validity of the rules that were submitted for processing. Also performed troubleshooting for firewall access and errors. Project Coordinator for Bank of America with the Information Security Business Continuity Consulting Division. Performed assessment validations for the Compliance Reporting Tool. Ensured that information provided in original assessments were accurate. Verified those answers that caused the line of business to be non-compliant. Translated technical language for the line of business to ensure accuracy of answers given on original assessments. Cleaned up projects that were listed as open in the original project tracking tool and then transferred the information into the new project tool, Archer. Work with eDiscovery team and helped identify and post potential phising sites in SharePoint and contacted the supporting ISP for the identifying IP addresses.

Help Desk Analyst for Customer Support Center at CCBCC. Provided phone support for CCBCC corporate offices and field support on network, application, and hardware issues. Supported the technical services, distribution warehouses, and sales offices with the mobile computing devices, including Oneil BlueTooth printers and Symbol Pocket PCs. Worked directly with asset management group with the rollout and install of new PCs, hardware, and peripherals. Created and added accounts as well as assigned/unassigned group level access in Active Directory for account management. Setup Knowledgebase system and input phone scripts into Remedy. Updated the BCMS (Basic Call Management System for Avaya) weekly reports for the help desk, including the tracking of peak call times and daily call volumes.

Help Desk Coordinator at Durham Regional Hospital’s IS department. Setup a formal help desk environment. Provided help desk support staff with documentation in the Duke Knowledgebase system. Worked on Project Management team for new application, software, and hardware implementations for the hospital. Enhanced the current Automatic Call Distribution system for Avaya phone system to include the ability to post situational messages, such as outages, downtimes, and network upgrades. Assisted in implementing an incident management process to include the Remedy ticket tracking system, ACD reporting, customer follow-up, and SLA/OLA documentation. Worked with change management team for planned and unscheduled outages and system occurrences and helped prepare the help desk Disaster Recovery plan. Ensured that the help desk worked more efficiently and effectively with all entities of the Duke University Health System’s IS departments and improved customer service. Team Lead for Duke Health Technology Solutions Help Desk. Directly supported help desk manager covering meetings and worked on projects. Provided security management for NT/2000 domain and Novell accounts. Installed and troubleshot the Cisco VPN client for wireless networking. Served as an administrator for several applications, including Lotus Notes, SAP, and PACS (Picture Archive and Communications System) for Radiology. Supported users in the Citrix PIN environment with password resets, application support, and hardware issues. Assisted with help desk enhancements to improve quality assurance and customer service. Worked on project team for Password Security Management and the VoIP rollout for the hospital. Trained new help desk analyst.

Help Desk Analyst for Duke Health Systems. Received critical calls from physicians and nurses regarding patient record systems that needed to be resolved or escalated to the next level of support. Served as first point of contact for network outages, application downtimes, and password resets. Assisted users with account access and installs remotely via Tivoli. Supported the Lotus Notes email system. Added/deleted/edited accounts for Windows and Citrix environment. Also performed printer resets for HP and Lexmark printers.