Joyce Smith Email & Phone Number

Issaquah, Washington, United States

Identifies IT service or solution related business goals, objectives and needs of the business environment.* Oversees IT service or solution related performance and delivery indicators.* Contributes/supports planning, budgeting, design and alignment of service management processes and IT solutions landscapes.* Consults users on ideal / optimal implementation of application related business processes.* Supports customization/specifications of modules, applications, and facilitates IT service management processes.* Advices business accountable management of the unit, in all IT Service & Solution Management related issues.* Implements programs/procedures for safeguarding data/information security and safety.* May coordinate relevant unit and integration tests, and designs and documents new processes Communicates with vendors and service providers on an accountable level to solve principle local IT problems, or cooperates with central IT in that respect.* Drives principle IT change projects on-site or at the region.* Supports change-release processes and implementation of IT security guidelines.* Manages complex software installations, database and update management; and completes integration to communication network.* Identifies IT service /solution problems and seeks resolutions without impact to enduser.* performs 2nd-level user help desk activities, individual coaching and trainings.*

Seattle, Washington, United States

• Provide Tier 1 & 2 desktop user support• Provide support for HUD Baseline desktop and Microsoft Office Suites.• Perform network printer/Multi-Function Device installs, upgrades & problem diagnosis.• Perform LAN Administration for Windows 200x servers.• Install workstation and file server software and hardware- locally and via remote.• Diagnose and resolve LAN configuration problems.• Evaluate and diagnose cabling, software, and hardware problems.• Install and support of telecommunications hardware.• Basic LAN troubleshooting skills/tools – TCP/IP, Trace-route, NBSTAT, PING, or other duties as assigned• Email User support• Data backup and restoration• Provide technical support for webcast/video teleconferences• Security patches and software upgrade surge support• Support technology upgrades – both hardware and software.• Provide problem tracking support (CA ServiceCenter) – end-user desktop/server support.• Perform field office visits• Perform root cause analysis• Perform desktop/server decommissioning• Documentation of standard IT processes and procedures.

Denton, Texas

Coordinate scheduling for End User support- Candidate shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all level. - Candidate will resolve service requests and service restoration incidents with known solutions and repeatable processes that have been escalated by the Call Center to the Service Desk. - Achieve First Contact Resolution (FCR) on service requests and incidents. - Perform a warm hand-off to the back-line Service Desk for trouble-shooting and resolution of issues that cannot be resolved.- Provide technical skills to resolve technical tasks, including but not limited to:Service Requests: Active Directory Accounts: Create, Activate, Modify, Remove, Disable, Deactivate, and setup exemptions; Audio Bridge: Schedule, Modify, or Cancel; Video Teleconference: Schedule, Modify, or Cancel; Employee onboarding/off-boarding: Initiate requestsService Restoration Incidents: Active Directory Accounts: Reset passwords, Unloc

Fort Worth, Texas

Help Desk Tier 2 for Army Corp EngineersActive Security Clearance . Network+ CE. Security+ CE. Windows 7 and 10 support. Microsoft Office 2007, 2013, 2016 and 365 Support. Active Directory Administration. Break-fix on Computer, network issues, phones, printers. Trained employees on IT equipment and applications. Software pushes for laptops and desktops. Troubleshoot network outage issues . Cisco Anyconnect VPN troubleshooting and repair. Mobile device troubleshooting and support for Android and iOS. Software application troubleshooting and repair. Adding and updating CISCO Unified Communications Manager and Cicso Unity For Voip Voicemail. Adding and updating XenMobile and Blackberry Cellular Server. Remotely supporting customers with Remote Desktop Protocol, and Bomgar remote access systems. Supporting end-users using remote desktop. created outage tickets for voice and data. SMART IT and Remedy 9 ticketing system. User support of applications and software. Install, troubleshoot and repair software. Activate user accounts in Active Directory. Bitlocker recovery keys . Cisco unified call manager. Cisco unified call assistant. IP Communicator application . Help train new employees in the basic job skills needed for everydayoperations. Mapped shared drives and network printers. remotely assisted other technicians when necessary . Installed printer drivers and set printing preferences for users for specific formats and reports. Mapped shared drives and network printers

Dallas/Fort Worth Area

• Served as management advisor on issues relating to proper implementation of software and hardware upgrades to Program of Record Installations.• Successfully handled complete installation of primary and backup domain controllers.• Restructured and improved 2 classified and 2 unclassified networks.• Installed and maintained Microsoft Windows NT 4.0 Security for 5,000+ user network.• Maintain and support Windows NT 4.0 and Exchange Server 5.5 for 5,000+ user network.• Managed exchange servers and clients in a single site as well as between sites, co-existence with foreign mail systems, migrations to exchange, and Internet support.• Created mailbox objects, distribution lists, custom recipients, and public folders; Configured POP3 and HTTP.

• Maintain and support Windows NT 4.0 and Exchange Server 5.5 for 5,000+ user network.• Hardware: Hard drives, Hubs, Printers, Scanners, PDA’s, Media converters, UPS, Routers, Modems, Switches, Cabling and all internal computer components.• Loaded all Device Drivers for all peripherals and internal Computer components for over 1,000 Desktop PC’s and Laptops.• Created user profiles, LCS, public folders, functional accounts, Blackberry, and administrator accounts (Win2k User Admin/Win2k Sys Admin)• Installed Norton Antivirus Corporate Edition on Servers and Workstations• Performed Restores for end users • Served as management advisor on issues relating to proper implementation of software and hardware upgrades to Program of Record Installations.• Active Top Secret SSBI Clearance

• Performed Nightly Backups and Restores for over 25 Different sites on the East and West Coast of the US supporting over 350,000 users and 50 different server farms.• Mailbox and Public folder restores, Exchange Server.• Successfully handled complete installation of primary and backup domain controllers.• Worked with Netbackup 4.0/4.5• Worked with Veritas Backup Exec• Active Top Secret SSBI Clearance

• Conducted help desk functions and repair fiber optics and a variety of cables• Conducted day-to-day operations such as system backups and restores, and add, modify, or delete user accounts• Installed operating systems, applications and peripherals, troubleshoot user problems, debug command language scripts, and assist the Information Systems Security Officer (ISSO) in access control security (i.e., passwords, access and control• Performed advanced Network operations, administration, maintenance• Analyzed, design, test, and evaluate network systems, Internet, Intranet, and other data communications systems. They perform network modeling, analysis, and planning.• Researched and recommend network and data communications hardware and software solutions• Performed Network Enterprise Architecture | Cyber Security. They defend Navy networks from cyber threats utilizing hardware/software defense in depth methodology to prevent cyber-attacks.• Provided message handling, storage, and retrieval of incoming and outgoing messages afloat and ashore• Maintained connectivity between shipboard LAN and message delivery systems ashore.• Administer user profiles, and maintain directory information trees• Operated the Message Systems, NAVMACS, and other automated message processing systems• Restructured and improved 2 classified and 2 unclassified networks.• Installed and maintained Microsoft Windows NT 4.0 Security for 5,000+ user network.• Restructured and improved 2 classified and 2 unclassified networks.• Successfully managed a 4-person team to respond to trouble calls and take care of users’ problems in a timely manner• Developed training materials and instructed several classes training employees in various operating systems, software, and hardware environments. • Assessed training needs, coached and delivered one-on-one refreshers when necessary• Served as management advisor on issues relating to proper implementation of software and hardware installation

Kenmore, Wa

I Bagged Grocery's.