Nancy Howard Email & Phone Number

South Burlington

Support, monitor, configure, test and troubleshoot Windows servers in a virtual environment to work in conjunction with Firebird databases on Linux servers. Provide system and end user documentation and training. Continuous commitment to achieving high customer satisfaction.

800 Hinesburg Road, South Burlington, Vt 05403

800 Hinesburg Road, South Burlington, Vermont

The initial technical point of contact for the Product Support team and iSystems customers. Responsible for assisting with the administration of the iSystems environments, preliminary analysis of connectivity and performance issues, and working with the evolution database tools and management console. Maintain and develop technical documentation and is involved with system related issues that affect customer performance and usability.

Colchester, Vermont

Provided first line software and hardware support to users, as well as supporting tasks for both the PC/Network/Telecom group and the Programmer/Development group. Duties ranged from administrative to application and system support.• Provided customer service to end-users by responding to telephone calls, email and personal requests to identify, research and resolve technical problems. Documented, tracked and monitored issues to ensure a timely and quality resolution.• Installed & maintained network user computers (PC and Mac) and telecommunications devices including desktops, laptops, iPhones/cell phones, iPads, meter reading handhelds, printers and pagers.• Supported and maintained network user account information including rights, security, NTFS and share permissions, global policy objects and systems groups in an Active Directory domain.• Evaluated new information systems, products or services. Performed upgrades as necessary.• Prepared software documentation and training materials then conducted user-training sessions as needed.• Installed client software for new VOIP AVAYA/Zeacom system, configured new users/extensions/voice mailboxes and troubleshot problems.• Performed Computer Operations duties of Intel backups, daily log verifications and troubleshot back up hardware and software problems as needed.• Maintained equipment/software/user support databases.• Added/Retired users in Oracle Financials database and assigned permissions.• Worked with vendors to research products, requisition, purchase and receive various computers, telecom equipment, media and supplies.

Colchester, Vermont

Responsible for the support, maintenance and repair of the network and telecommunications infrastructure, servers and end-user computing equipment at seven main facilities as well as the power generation plants.• Supported data, voice and wireless network infrastructure and equipment including network equipment (hubs, routers, switches), Internet equipment (web, FTP servers), telecommunications equipment (PBX, Voice Mail System, IVR), communication circuits (voice, frame relay) and wireless network computing devices. Worked with vendors to resolve problems.• Configured, installed and maintained application, file and print servers.• Supported and maintained network user account information including rights, security, NTFS and share permissions, global policy objects and systems groups in an Active Directory domain.• Provided support to users on a variety of hardware and software issues. Documented, tracked and monitored problems to ensure a timely resolution.• Installed and maintained user computing and telecommunications devices including desktop and laptop PC and Mac computers, desktop telephones, iPads, iPhones, cell phones, pagers and printers.• Led multiple software and hardware projects as designated by the Network & Telecommunication Manager which involved verifying system compatibility, configuring VM server, working with vendors on data conversion and Database Administrator for SQL database requirements, and upgrading user software. Installed user software and performed user training.• Created and maintained backup schedules to insure successful backups for business critical data. Performed backup and restore operations, resolved hardware & software problems.• Maintained several IT databases including network and computer equipment database, TCPIP database, company telephone directory database, cell phones/pagers database.• Worked with hardware and software vendors.• Provided after-hours user computing support on a rotating basis.

Bachelor Of Science (B.S.), Business Administration, Computer Science Minor

Associate'S Degree, Accounting

Education record