Monica Randolph Email & Phone Number

Greater Atlanta Area

Provides timely, customer-service oriented support to end users on a variety of PC, Printer/Copier, Server, Network, and Application issues. Responds to issues reported via a ticketing system, and documents work within that system. Acquires and documents knowledge, both technical and institutional. Has knowledge of commonly used concepts, practices, procedures, and terminology within the field of Information Technology. Follows established processes and procedures, and assists with creating new ones. Performs some project management/coordination tasks. • Exhibits strong technical knowledge, including: familiarity with Microsoft operating systems, Office applications and Active Directory; understanding of network connectivity and topology; familiarity with networked printers, scanners, and copiers; familiarity with remote support tools and concepts. • Assist and trains other personnel as needed• Follows established protocols for Change, Incident, Problem, and Asset Management• Works with various outside vendors to deliver support and solutions.• Schedules and dispatches vendor personnel to work on tasks in the field as needed.• Works within a ticketing system, ensuring that all assigned tickets are well-documented and kept up to date, and that all reports of issues or user requests are logged as a ticket.• Creates and updates articles within a knowledgebase to ensure that known issues and common requests can be resolved/fulfilled in a consistent and timely manner.• Assists with testing and documenting new fixes, processes, and procedures

Greater Atlanta Area

Desktop Support resource for Kaiser Permanente, whose primary responsibilities are PC Deployments; including responding to all inbound service requests for PC Infrastructure support, image, deploy, support, upgrade, disposal, install and troubleshoot desktops, notebooks, printers and other hardware devices within a structured IT enterprise environment. • Deployment of computers, peripherals, monitors, etc.• Understanding of Active Directory, provide account management and maintain security groups.• Resolve hardware issues, hard drive, ports, cables issues• Provide imaging\ghost backup\restore• Works closely with the Team Leads and Deskside Technicians• Migration of user data• Disposal of old equipment• Understand enterprise antivirus software• Experience with SLA’s and service call tracking systems i.e. BMC Remedy• Determine if warranty repair will be needed on desktops and laptops.• Strong support and resolution experience with Windows 7, Windows 10, Outlook and connectivity issues.• Follow all asset management guidelines and procedures.

Athens, Georgia Area

• Provides complex technical support for Johnson and Johnson, planning and coordination for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies.• Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems.• Performs analyzing, diagnosing, installation, and resolution of remote access technologies and associated problems.• Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.• Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.• Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products.• Provide support for tape recovery and back up with offsite vendor. Also provided server support when needed.• Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds and changes within the desktop computing environment•Acted as trainer and overseer in Windows 7 remediation project•Trainer and overseer in Project Hurricane for Ethicon Athens facility•Demonstrates creativity and initiative in problem solving.

Cornelia, Ga

• Provides complex technical support for Johnson and Johnson, planning and coordination for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies.• Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems.• Performs analyzing, diagnosing, installation, and resolution of remote access technologies and associated problems.• Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.• Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.• Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products.• Provide support for tape recovery and back up with offsite vendor. Also provided server support when needed.• Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds and changes within the desktop computing environment• Demonstrates creativity and initiative in problem solving.

Cornelia, Ga

• Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds and changes within the desktop computing environment• Performed analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems.• Worked independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.

• Supporting services, including break-fix (troubleshooting all access level problems including: hardware, software, printers, wireless connection, remote access cards on all major servers. • VPN remote access. Mapping network drives, Remote server access support. Virus repair.• Installation of standard images, and departmental applications. • Administering log-on access and privilege level of users for several applications. Monitoring security-end-point Emails filtering and content filtering• Implementing and customizing Altiris/ new system installation notification server /move/add/change activities.• Tracking incidents and logging all calls using Altiris Parts ordering; application and software support, installation and upgrade.• Perform data migration Deploying new system to user. Monitoring, Merial Global networks, servers and routers thru Sitescope management.

• Installed/Uninstalled and upgraded operating systems (2000, XP, Server 2003), hardware and software. • Did operating system and application upgrades, installations and patches.• Configured the TCP/IP, DNS, HTTP and LAN.Did ghost imaging.• Was end user support to over 300+ users and computers. • Installed/Uninstalled and managed Antivirus Software (Symantec and Trend Micro).• Managed backups daily using altiris.• Troubleshot multiple pc’s, network connections, hardware, software, and printers.• Installed and maintained Lotus Notes.• Configured the SMTP and POP3 for lotus notes.Maintained VOIP.• Supported through remote desktop and phone support.• Used WMI (Windows Management Instrumentation) as needed.• Maintained hardware/software inventory (pc’s, OS’s, RAM, etc).• Did backup and recovery with Legato.Worked with a team with minimal or no supervision

Bachelor'S Degree, Computer Software Engineering

Computer Systems Networking And Telecommunications

Highest Honors Award Recipient Perfect Attendance Award Recipient