Diana Rocha Email and Phone Number

● Generate and maintain standard configuration and images (for servers/desktops/laptops)● Participate in systems management and administration for Exchange, Office365 integration, server hardware, phone systems, backups, and network build● Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues● Physical layer 1 LAN assistance with connectivity, cable management and device installation● Physical control Device Configuration (Enter IP address, scanning templates, User access levels. Scan to File/Email, etc) for printers ● Manage print server and printers on site● Trained and knowledgeable in GMP laboratory access and work protocols ● Installation, and configuration of desktops in GxP labs

● Tier I computer hardware, operating systems, and applications● Third party applications and update rollouts ● Tier II network support ● Xen mobile usage instructor● VOIP upgrade and migration technician ● Server migration and upgrade technician MS version 2010 to MS Server 2016

Citibank at IBM Call center- Subject Matter Expert ● Quality reports on ticketing system● Overview Knowledge Base ticket data● ServiceNow ticketing system and overview Trends with ticketing queue● Train Tier 2 team basic admin● Exchange 2010/ Active Directory admin● Maintain mailboxes and distribution lists.● Create Mailboxes and Distribution lists● Use voyager and Proof Point (Spam Filter)● Mobile Phone support: Android / iPhone● Manage Good Applications and Blackberry enterprise● Knowledge of Windows XP, 7 and 10 and Mac OS● Manage MS Office 2007 & 2010 and Lync (Skype for Business)● Manage remote access for Citi August 2012 - June 2014Navistar, IBM Call center ● Active Directory management for user accounts● Password resets for mainframe applications