Shaleigh Buckmaster Email & Phone Number

• Analyze and build solutions using Microsoft 365 applications (SharePoint, Teams, OneDrive and Power Platform).• Design, develop and test systems from detailed specifications and requirements.• Coordinated installation with team members and end users.• Documented solutions.• Level 2 of incident resolution and service requests.

• Developing, Designing and Supporting the IHT Service Desk’s online SharePoint Site, to include the UI, Libraries, Lists, Forms, and training.• Created and maintain PowerApps / Flows and Microsoft Office tools in current use.• Member of the company’s Office 365 Champion team.• Create Knowledge docs and train service desk on apps such as MS Teams, OneNote, OneDrive, ToDo and other Microsoft collaboration tools.• Customer support via phone and online ticket system utilizing remote support tools to diagnose technical issues related to PC operating systems, applications, Microsoft Applications, network, and peripherals in accordance with IHT Service Desk procedures • Perform security administration functions for user access, data access, and remote access. • Document all incidents, outages, status, and resolutions in Cherwell ticket system. • Communicate status of incidents to end-users, IT groups, and IT management.

• Planned, designed, configured, tested and implemented SharePoint solutions.• Provided initial user issue resolution and support.• Assigned proper permission levels for all users of SharePoint.• Maintained security for SharePoint services and applications.• Created Team sites, templates, workflows, lists and libraries to support company initiatives.• Tested and deployed new applications to ensure proper operation and integration.• Assisted in creating training materials for users of all experience levels.• Designed, installed, configured, maintained, tuning and supporting applications inside of SharePoint.• Created and automated Onboarding/Offboarding process to include management of inventory of computers, headsets and badges.• Provided Service Request and IMAC (Install, Move, Add and Change) services for requests logged.• Tracked hardware and software assets and licensing.• Provided technical support for local applications and databases to include the diagnosis and repair of computers and resolution of software issues.

• Installed, configured and updated computer tablet and phone for DirecTV/AT&T merge.• Traveled throughout Idaho and Montana to AT&T stores for installation or repair.

• Provided Service Request and IMAC (Install, Move, Add and Change) services for requests logged.• Provided technical support for local applications and databases to include the diagnosis and repair of computers and resolution of software issues.• Wireless technology and connection troubleshooting.• Managed Cisco MCU call manager for all video conferences across the state.• Created, documented, maintained and scheduled all conference rooms at District 1 of the Transportation Dept.• Worked closely with the Server team for all MS Exchange requests.

• Assisted with upgrading all company computers from Windows XP to Windows 7. • Assisted with Technical support to company computers, tablets, printers and phones as needed, to include network troubleshooting, username and password reset to updates and software installation.

• Upgraded company computers from Windows XP to Windows 7• Manage hardware inventory and maintenance; • Wireless technology and connection troubleshooting. • Internal and external maintenance of desktop, laptop, mobile hand-held computers, PDAs, cell phones and PDA style phones. • Provide support to the IT Infrastructure, both hardware and software, to include SAP, Crystal Reports, SQL Server 2008- 2011; Internet/Intranet communications software and hardware installations • Standard software utilities (Symantec Anti-Virus). Microsoft TCP/IP network protocols.• Remote access services such as Citrix, VPN and remote desktop; Virtual Machine desktop technologies and virtual application streaming technologies; • Data encryption installation, troubleshooting and DE-encryption processes and maintenance.

• Worked with customers via online helpdesk system, telephone and remote support tools to diagnose technical issues related to PC operating systems, applications, network, servers, and peripherals; • Perform resolution and tracking of incidents with network, servers, PC operating systems, applications, and peripherals in accordance with IT Service Desk procedures. • Perform security administration functions for user access, data access, and remote access. • Provide technical support and training on operation and maintenance of PC’s and peripherals in accordance with company procedures and policies. • Document all incidents, outages, status, and resolutions in problem management tool in accordance with IT Service Desk procedures. • Create, add, and maintain documentation in knowledge database, including problem determination, resolution, and escalation procedures. • Communicate status of incidents to end-users, IT groups, and IT management.

• 2nd line of technical support for companywide employees and volunteer accounts.• Created user accounts, groups and computers in Windows Server environment using Active directory. • Provided permissions in UNIX for co-workers to access information regarding blood donors.• Installed software to PC’s remotely. • Maintained passwords and accounts in Tivoli. • Troubleshoot user access problems. • Synced outlook with phones (Blackberry). • Receive and resolve trouble calls, interface with users, identify and resolve problems, escalate unresolved trouble tickets (HP Open View Service Desk) as appropriate and track calls.

Boise, Idaho Area

• Administrator for the 2nd largest Intranet, serving over 750,000 U.S. Navy and Marine Corps personnel and Department of Defense contractors who use over 350,000 computers to keep operations running smoothly.• First line of technical support for all software, hardware, peripherals, and printing devices• Install, configure and troubleshoot various software and hardware including network connectivity• Maintain servers and local Microsoft Windows systems• Administer user accounts• System administration services to include file servers, blackberry users, LAN/WAN, active directory, and exchange accounts• Receive and resolve trouble calls, interface with users, identify and resolve problems, escalate unresolved trouble tickets (Remedy ticketing system) as appropriate and track calls• Local and remote desktop support• Support VPN access

• First line of technical support for all software, hardware, routers, retail peripherals, and printing devices. • Install, configure and troubleshoot various software and hardware including network connectivity.• Maintain servers and local Microsoft Windows systems. • Administer user accounts in Active Directory. • System administration services to include file servers, blackberry users, LAN/WAN, Routers, switches, firewalls and scanning devices. • Receive and resolve trouble calls, interface with users, identify and resolve problems, escalate unresolved trouble tickets (HP Open View Service Desk) as appropriate and track calls; • Support VPN access MPRas, AS400, Outlook, Active Directory and exchange accounts.