Nichole Knoll Email & Phone Number

Saginaw, Mi, Us

Saginaw, Mi, Us

Saginaw, Michigan, United States

• Provide extensive support for 100+ users and over 200 devices• Maintain Azure Active Directory and Office 365 environment• Configure workstations and Intune MDM for compliance with NIST 800-171, ITAR, and CMMC• Collaborate on and contribute to CMMC assessment preparation project• Manage Intune MDM solution for mobile devices• Manage computer imaging and deployments• Develop and nurture active relationship with vendors and consultants• Maintain/manage backup solution for servers/M365 accounts• Assist with monitoring and managing network infrastructure of Cisco switches and wireless access points, and Fortinet firewall• Assist with monitoring and managing Hyper-V system of 20+ servers on Dell VRTX system• Train and assist contracted support technicians

Bay City, Mi

Support over 150+ users and 200+ devices at multiple locations of a virtualized environment. Manage and configure Helpdesk ticketing software and tickets and serve as single point of contact. Respond to requests for service and perform diagnosis and complex troubleshooting for prompt problem resolution for software errors, hardware malfunctions, or communication errors. Install hardware and software, ensure components are operational, and network communications functional. Provide on-call and after-hours support. Lead multiple projects reporting to the IT Director that involve researching new software/solutions, budgeting and procurement, implementation, and training co-workers. Perform monthly server updates, including Windows Updates, firmware updates, and application-specific updates. Maintain and practice security protocols for virtual network and physical IT areas. Recommend improvements to IT systems/functionality for efficiency. Maintain, configure, connect, and test AV equipment for meetings. Administer website, including group/user security. Provide group and individual training for website content authors. Manage broadband account/devices with major cell provider. Administer Cisco Meraki SM network. Planned and implemented new technology for imaging systems. Researched and implemented new technology for deploying 3rd party software updates. Researched, planned and implemented measures to strengthen system security. Research, order, image, and deploy new computer systems annually per replacement schedule. Attended Customer Service training: Communicating with Impact and Taking the Heat. Assisted Network Admin with developing project plans for network-wide system implementations. Manage and submit Payroll for IT and Maintenance department. Manage and update Knowledge base. Work with multiple vendors for software, hardware, peripherals. Work with multiple enterprise software vendors/support to resolve issues and prevent recurrence.

Manage and oversee local area network of 10 servers and 50+ users. Perform routine preventative maintenance. Assist users and perform troubleshooting involving hardware and software. Install system peripheral devices. Maintain a variety of equipment including different models of personal computers, printers, etc. Devise solutions to user problems based on software and equipment knowledge. Assist guests with wireless internet connections. Configure, connect and test AV equipment for guests. Provide on-call and after-hours support.

Manage and oversee local area network of 15 servers and 50+ users to ensure proper functioning. Perform periodic backup and purging of system, user files and documents to avoid system saturation. Oversee VoIP Telephone and Voicemail systems to ensure proper functioning. Serve as system security officer. Perform routine preventative maintenance to ensure computer equipment is operational and functioning properly. Perform troubleshooting involving hardware problems. Install hardware components such as drives and boards. Diagnose hardware malfunctions. Connect and disconnect system peripheral devices. Maintain a variety of equipment including different models of personal computers, printers, etc. Perform diagnostic tests and corrects system operational problems as applicable. Summarize data and information into tables, charts or graphs. Devise solutions to user problems based on software and equipment knowledge. Perform troubleshooting of system operational problems. Serve as the focal point of contact for equipment, software, and operational problems and needs within the office. Write memos and correspondence to explain operating procedures. Conduct individual computer training to address operator initiated problems. Write queries, manage databases and generate reports in SQL 2000/2005 in response to management requests. Provide on-call and after-hours support.

2nd Level Technician/Knowledgebase Reviewer. General Motors and USPS Accounts. Primary and 2nd Level Support Teams. High volume call response, computer troubleshooting and advanced computer resolution, Quality Assurance training, Team Meeting organization, Quarterly Meeting facilitation, QMS Knowledgebase creation, review and maintenance.

Network Administration, A

Diploma

Valedictorian