Tracey Odegaard Email & Phone Number

United States

United States

Navarre, Florida

• Providing Support of applications in a call center environment for password resets, new user creation, outages and development• Configuration of Azure Active Directory user configuration for onboarding new employees, shared folder access and security• Exchange Administration, user creation and removal• Creating workstation images to include security patches company software and updates saving hours of configuration for IT staff from reloading equipment• Configuring Raspberry PI devices using linux to display webpage information to staff about events and call ques for inbound campaigns• Five9 configuration of inbound and outbound call campaigns, user creation, security, troubleshooting, and outage management• Developing procedure documents to support new software, training and configuration• Configuring remote desktop software for installation on all workstations companywide to support company software, users and equipment• VOIP administration using BBD PBX software to install and support phone use• Researching new software to automate and streamline tasks to save time and money • Using an IT ticket system to track and support 1 call resolution for issues and requests by company staff• Contacting support staff to resolve issues with 3rd party software and hardware for quick resolution of issues• Working extended hours, evenings and weekends to support projects and support of afterhours company issues

Monticello, Mn

• Help Desk support for multiple work sites and over 1200 users• Installing software packages for new users and operating system updates using system center configuration manager• Collaborated and Shared Information using SharePoint 2010.• Hardware Replacement and Troubleshooting of Desktop Equipment, Phone Systems, Printers and Kiosks.• Help Desk Ticket Entry, Resolution and Escalation Using Remedy, Mercury and ITSM Ticketing Systems.• Active Directory Maintenance, Account Setup, and Password Resets.• Create and Remove Exchange Accounts and Distribution Lists Using the Exchange Admin Center 2012.• Daily Backups and Restores of Network Shares Using Net Backup and Symantec Backup Execution.• Backup Tape Library Inventory.• Network Shared Folder Creation and Access using AD Security Groups.• Facilitate and Assist with Employee Hardware and Phone Moves• Procedure Creation, Review, Testing and Verification for Daily Maintenance Tasks.• Configuration and Inventory of Spare Encrypted Laptops, MIFI’s, and Projectors• Remote and Phone Support Using RDP, Skype for Business and Windows Remote Assistance Application.• Facilitate and assist with Setup and Configuration of Equipment Needed for Meetings and NRC Inspections.• Complete and Maintain Training and Testing for Unescorted Access to all Nuclear and Security Areas Monthly as Assigned.• Assist with Support and Share Information With IT Staff at Our Three Locations for Problem Resolution and Project Completion.• Escort Non-Badged Vendors for Onsite Support In Protected Security Areas.• Site Wide Email Communication for Network and Application Outages.• Create Computer Work Orders Using Passport to Gain Approval to Maintain Updates for Workstations Behind the Data Diode on a Weekly Basis• Troubleshoot Satellite Phone and Docking Station Issues to Support Alternate Communication in the Event of a Loss of Normal Site Communications.

Maple Lake, Mn

• Supporting over 200 Users and Workstations• Software Installation, Troubleshooting and Training in an XP\Apple Environment.• Hardware and Software Ordering, Inventory, Warranty Replacement and Installation• Cellphone, Desk Phone and IPAD Replacement and Support• Daily backups and restores of network files• Helpdesk Ticket creation and resolution using Kaspersky ticketing software.• Creating Procedures, how to documents, and training for repairs and installations used by coworkers.• Vendor contact for warranty, troubleshooting and replacement of defective equipment (Workstations, Phones, Mobile Equipment and Server Issues)• Security access card setup and maintenance for building access.• BNI meetings for business advertising and collaborating. • Remote and Phone Support for our Houston Office and Mobile Field Offices.

Comptia Certifications

Studying for Security + certification

Computer Technical Support Specialist

Diploma, General Studies, 3.0