Melody Dotson-Carter Email & Phone Number

Atlanta, Ga, Us

• Responded to end user service request and incident tickets in Service Now via Outlook and Microsoft Team• Research and partner with vendors and management to select products that best meet company needs• Manage system set-up and standardization of features and usage• Install, configure, support, and maintain hardware and operating system solutions• Communicate changes to client environment, policy, and project testing to the IT Team System Maintenance• Maintain standards of operations, such as inventory, naming standards, and configurations• Placing inventory orders and Asset Management through Ariba• Assisted the global procurement team with goods receipts upon arrival and deployment to end user• Partner with service providers and IT teams to maintain user accounts, login scripts, profiles, group additions, and renames• Regularly audit systems to ensure they are meeting compliance requirements• Support day-to-day operations and provide customer support• Provide training for new team members, computer services staff, and external support teams• Basic back-up tape operator duties• Provide basic conference room support• Manage end user accounts in Active Directory, and Active Directory Computer Cleanup Tool, Splunk and BeyondTrust• Provide printer support for all floors along with break/fix and troubleshooting with UniFlow web interfaceOperations Improvement• Collect, monitor, report, and interpret operating metrics using tools such as Microsoft Azure, Enterprise Reporting Services• Propose and implement software/hardware enhancements that will improve the performance and reliability of the systemComputing Environment Future Demands• Analyze operating statistics and project future demands for service (i.e., capacity planning)• Communicate and collaborate with peer groups (enterprise architects, security team, network team, etc.)

Atlanta, Ga, Us

Us

 Troubleshoot general to complex Windows PC issues for users who recently migrated from CCR to KO  Performed backup and restore of employees machines  Resolve tickets through Service Now ticketing tool  Troubleshoot wireless connectivity  SCCM deployment for newly migrated employees to new laptops  Verify software and configuration for employees  Troubleshoot Outlook issues related to Active Directory, Exchange, Lync, PGP, Open Meeting and Box  Shared mailbox setup and configuration  Assist employees with service requests  Assist employees with CokeApp Store applications  Microsoft Office Suite 2010-2016  Troubleshoot Cisco VPN and RSA SecureID token issues  Troubleshoot network printer issues  Support mobile workforce  AirWJatch assistance setup/configuration  Remote assistance using Bomgar software

Atlanta, Georgia, Us

 Provide Level 1 support for PC and MAC environment with:  Server  Signaling  Mainframe applications  Provide technical advice, guidance, and informal training on hardware and software  SCCM Application Deployment  Troubleshoot issues with Lotus Notes versions 8.5 and higher  Reset passwords for AS400 accounts as well as work with AS400 printers  Mobile device setup and troubleshooting • Provide desktop, laptop, tablets, mobile devices and office productivity applications support • Assist clients with isssues on Apples software such as iPhone and iPad. • Assist clients with Active Directory password resets, disables, enables • Perform root cause analysis and develop checklists for typical problems

Baton Rouge, Louisiana, Us

 Provide telephone support to ExxonMobil end users on a variety of issues Identifies, researches and resolves technical problems  Respond to telephone calls, email and personnel requests for technical support Track and monitor the problem to ensure a timely resolution  Resolves pc software configuration problems and remotely installs software products or approved patches  Troubleshoot computer problems, performs hardware and software diagnostics and coordinate needed repairs  Resolve computer system problems, including coordination between users, and components of the LAN support staff  Diagnose, isolate and analyze problems utilizing historical database records  Document user's problems through the use of an online problem management system  Monitor problem ticket queue to ensure all assigned tasks are completed within specified metric requirements  Provide printer repair and troubleshooting for network printers as well as local printers Replace various computer components such as LCD screens, hard drives, smart card readers, etc;

Glen Allen, Va, Us

 Material Handler Deploy docking stations to ExxonMobil user migrating to new systems Pick up and deliver new systems to user Deployment Technician Assist user with checking in for migration and ensure pre-migration checklist is complete and hard drive pw is removed Factory load system with image Data migration from XME to GME laptops and desktop Memory upgrade on some high end desktops Troubleshoot issues surrounding the fail of an image Manual data migrations Floor Walking Update our database (CDM) with migration issues Daily check of BMC Remedy for tickets in warranty queue Assist users with issues after migration ranging from printer driver install to application configuration Map network drives Install/de-install of applications Troubleshoot with user on e-mail issues with lotus notes as well as outlook Registry editing for VPN connectivity issues Hands on support with user after migration to ensure comfort ability with the new computing environment Assisted end user with setting up a new SharePoint Provided support to end user by desk side, e-mail, phone, and remote access

Kennesaw, Ga, Us

 Image Houston Independent School District computers at the company’s warehouse before installing onsite Fdisk all old pc’s before deployment/registry edit Disassemble/Install of all peripherals, monitors, printers and cpu for each workstation Ensure that all pc’s are connected to the network Configure pc’s with new computer name and workgroup for IT department Ensure that all new pc’s have a printer connected either by Ethernet, TCP/IP or shared

• Help enhance the customer's experience with AT&T Internet Services• Troubleshoot with clients for solutions to computer issues• Assist customers with troubleshooting for o Wireless o Broadband o Cable• Create trouble tickets for escalation to our Tier 2 and ASI department

• Install/Uninstall software programs• Operate multi-line telephone system• Collect and distribute mail and messages• Assign agency vehicles• Perform various clerical duties for front office department• Type and proofread memos, correspondence, reports, and other documents • Entered client information into computer system• Sustained up to date information on past and present clients

• Contacted current customers with E-payments issues• Contacted new Ply-Mart customers to introduce new online features• Updated customers records

Atlanta, Ga, Us

• Assisted in lab setup performing duties such as: o Format hard driveso Prepare workstation areas for use by checking: monitors, keyboards, printers, mice, etc;• Monitored lab equipment and maintained a log for follow up repairs• Installed and configured hardware and software components on Dell Version 5.0 such aso Windows 2000o Office 2000o Anti-Virus software• Setup permissions and file sharing• Provided printer support in lab and troubleshoot printer• Set up display for ITSA as well as for Bauder College open house