Donna Rasmussen Email & Phone Number

Raleigh, Nc, Us

• Provides support of all PC, network, and server hardware and software applications included but not limited to: MS Outlook, MS Office, Virtual Desktop, Pulse Secure, Service Now, Active Directory, MDT Imaging for PCs, Cisco Network Hardware, Facility Cabling, RF Equipment, and various end user applications and computing devices. • Implements all client technologies.• Maintains, administers, and supports the Avantor desktop & laptop environments, client management suites, and Conference Rooms.• Maintains, administers, and supports facility IS infrastructure (Meraki, Viptela, Cisco Switches, UPS, WAPs)• Receives direction for more complex issues from Lead Administrators or management.• Assists with product evaluation, selection, deployment, and use.• Provides setup, deployment, and support of mobile devices (Microsoft Intune.)• Monitors on-site IS Systems, including backups, UPS, and server/network equipment.• Provide remote support for facilities and associates.• Maintains, supports, and configures warehouse devices (Printers, RF Units, Terminals, etc ) .• Engages with external vendors for support and services.• Conducts end user training and learning sessions with associates.• Assists in technology planning and budgeting, maintenance of technical documentation, and identification of process improvement opportunities.• Maintains listing of spare inventory and electronic waste.• Uses CoreView portal to investigate and correct Office 365 issues.• Uses Snipe-IT to update, create, and maintain Asset Inventory for corporate devices.

Silver Spring, Maryland, Us

At United Therapeutics, was hired to work a temporary project for 6 to 8 weeks and completed the project in 5 weeks. Now responsible for working special projects, such as Audio/Video Support weekly equipment checks for 30 Conference Rooms across (4) campus buildings in the RTP, GSM – Sales Group Project, Laptop Refresh Project, Ivanti/LANDesk Remediations, Decommissioning Equipment, One Drive for Business Migrations, and Testing new technologies and Windows 10 major updates. Provides technical support for several different types of mobile devices, such as Microsoft Surface Hubs, PIPO Windows 10xPro TPASS security devices, Windows 10 Enterprise Surface devices, MAC OS High Sierra devices (MacBook Pro, iMac, and MacBook Air), iPhones, Androids, and Meraki WAP devices. This also includes working Incident tickets to resolve employees’ daily computer, phone, and other equipment issues.Some contributions include: • GSM - General Sales Management Project - Deployed 50+ Surface devices to the UTC Sales Representatives across the USA within 5 business days while migrating their sales data and other local files from old home directories to OneDrive for Business. Some were driving down the road with their laptops connected to a hotspot during the transition.• Refresh Project - Imaged, configured, and deployed 600+ new Windows 10 Enterprise devices and MAC OS High Sierra/Mojave devices to the RTP campus employees within the last 2 years.• Maintained the Inventory Asset Management for old and new equipment.• Developed new and improved Standard Operating Procedures (SOPs) for imaging and configuring new equipment with new and changing technologies.• Worked closely with the BSG Infrastructure Team to test new equipment and scripting processes for projects, such as high-tech video/audio conference room upgrades, and infrastructure switch upgrades.

At Telerent Leasing Corporation, I was on a temporary assignment to cover for an employee on medical leave. I was responsible for building iTIGR and TIGR server racks for streamlining the hospital's IT & TV Network with IPTV in order to provide interactive patient education solutions using TIGR AP or iTIGR and iTIGR help to streamline patient education and help hospitals experience new levels of patient satisfaction, improved processes of care, and optimal outcomes.Some contributions include: • Built customized iTIGR and TIGR propriety server racks with various types of digital devices, RF devices, and other customized configurations with Dell OpenManage Applications, (iDRAC) with Dell Lifecycle Controller, Internet Information Services (IIS) 6.0 Manager, and Microsoft Server 2008 R2.• Installed and configured Microsoft SQL Server 2008 R2 on customized TIGR/iTIGR server racks.• Encoded and transcoded videos for existing iTIGR/TIGR hospital systems and to meet clients’ needs.• Created 6 new Standard Operating Procedures (SOPs) for production to improve quality and efficiency.

Washington, Dc, Us

At EPA – Environmental Protection Agency, I was responsible as a Single Point of Contact for my team to resolve the communication issues among the 5 teams (3rd party vendors) that were collaborating together to work through the Refresh project.Some contributions include: • Steered team of 8 EZ Tech Tier II technicians for hardware/software refresh project for approximately 1,500 EPA users. • Managed EZ Tech Refresh Team day-to-day flow activities such as BMC Remedy work orders/incident tickets pertaining to refresh project to meet SLA requirements.• Collaborated with other teams daily, such as Call Center Site Analysts (Tier I), Asset Management, Engineering, Active Directory Group, Telecommunications/DataComm, and Dell Hardware teams to identify and resolve complex system wide issues. • Created knowledge articles and documentation to improve technical support processes for meeting SLA requirements.• Provided timely responses to client and management requests. Ensured problem ownership and promoted end-user satisfaction.• Assisted Asset Management team by performing backups of legacy systems end-users’ data and profiles after the refresh migrations.• Installed and configured several types of complex software packages such as, SAS, Arc GIS, ActivIdentity ActivClient, BigFix /IEM, NetIQ Enterprise Single Sign-on, OpenText Exceed (Hummingbird Exceed), and other approved customized software packages.

Noida, Uttar Pradesh, In

I was member of the start-up team, wherein I worked on Standard Operating Procedures - (SOPs) and up-to-date knowledge base articles – (KAs) for troubleshooting. Some contributions include:• Established several documents for new hires to make training easier. Trained new hires and resolved software issues, computer performance issues, VPN issues, account, and email issues.• Managed client and server devices in a Microsoft Windows domain, utilizing at minimum these tools: MS Active Directory, MS Group Policy, MS File Services, MS Print Services.• Supported a VMware infrastructure for the Windows Server VMs in the U.S. including troubleshooting, creating/changing VM configurations, VM migrations, vCenter Server/ESXi host updates for the Cary Service Desk. • Provided procurement, configuration and troubleshooting for cell phones and mobile devices including maintenance with Blackberry Enterprise Servers (BES) admin, Good for Enterprise Servers, MobileIron Servers, and mobile devices such as Blackberry, iOS, and Android devices.• Provided support for remote VPN connectivity by managing the RSA server which allowed users to connect to the network with an RSA SecurID token by using proprietary VPN software clients.• Skilled in optimizing Citrix performance, scalability, security, high-availability, printing, connectivity, and group policy.• Provided installation of the Microsoft SharePoint Server (MOSS) client software for customers as well as resolving ACL issues and quota issues for shared work spaces among team members. • Earned Employee of the Month Award for comprehensive technical knowledge and outstanding customer service in 2013 and 2014; quarterly Top Performer 2014, and Outstanding Customer Appreciation 2014.

Menlo Park, Ca, Us

I was hired as a temporary Contractor responsible for Refresh project from Windows XP to Windows 7 with new Lenovo desktops and Lenovo laptops. My main contributions were:• Assisted the Manager in creating new images with ImageX and SysPrep and with the instructions for the contracting Imaging Team. Provided Tier II hardware/software support to over 1,300+ users.• Used SysPrep and Symantec Ghost / Acronis for proper migration of approximately 1,300 desktops/laptops from Windows XP to Windows 7.• Installed and configured virtual machines, laptops, and various bar code printers to meet corporate specifications using LANDesk and VMware.• Managed client and server devices in a Microsoft Windows domain, utilizing at minimum these tools: MS Active Directory, MS Group Policy, MS File Services, MS Print Services.• Set up Lotus Notes email accounts, unlock, reset and changed network passwords on user accounts.• Interacted with users from all levels, via phone/remotely/desk-side to resolve common computer and peripheral issues, VPN issues, AVAYA/Cisco telephony issues on Mac OS & Windows OS systems.• Installed, organized, tested, maintained, and checked end user workstations and interrelated hardware and business software applications. • Assisted the network engineering group with the replacement/swap out of hardware including switches, routers, wireless access points, T1 turn-ups and other hardware. • Developed system documentation for COTS software. Increased security and performance of systems by installation of new anti-virus software and critical operating system updates substantially.

• Successfully completed 5 major projects: Remote LAN Management, Special E-Business, Change Management, Electronic Software Distribution, and Problem Management Projects.• Recruited, supervised and extracted a staff compliment of over 15 during tenure and reported to the senior management pertaining to KPIs.• Developed automated scripts to collect various log information regarding nightly CA Arcserve backups, uptime, and other statistics for 200 Novell Netware (Goldtape) servers, Windows NT/2000 servers, and SMS Servers for weekly reports.• Performed systems administration, monitored, upgraded, maintained Microsoft & Netware based servers and workstations on LANs/WAN.• Analyzed traps and exceeding thresholds for USPS field customers by real-time monitoring of 1700 critical remote LANs in order to promote 95% efficiency and productivity.• Enforced United States Postal Service (USPS) guidelines in all BMC Remedy ARS ticket handling and severity notifications.• Worked on Server Hardening Audit/Validation tasking to develop and test automated scripts for checking operating systems (Sun Solaris 8, Red Hat Linux 6.2, Windows NT 4.0 & 3.51 Servers, and Windows NT/2000 Servers) & applications (IIS, Oracle, Netscape Enterprise Server) for vulnerabilities.• Problem Manager over account of 1,500 Information Technology Help Desk employees.

 Associate Of Applied Science Degree – Aas In Business Computer Programming; Wake Technical Communi

 Completed Biotechnology Course From Wake Technical Community College  Continued Education, Biotechnology