Wanda Harper Email & Phone Number

• Prepare course outlines and writes instruction and review handouts for each of the different course. • Create and administer user credentials to access proprietary training programs.• Track and report progress of members participating in ResCare Academy training program. • Help members understand and practice basic computing concepts, such as Internet navigation.• Design and teach various computer courses for JP members, such as Word and Excel.• Operate office equipment, such as fax machines, copiers, and printers.• Ensure all computer equipment is operational and troubleshoot if necessary.

Provided tier one level support to end-uses to resolve issues with numerous production applications, such as Lotus Notes Messaging System, including Microsoft Windows 2000 and XP professional platforms. Diagnosed and resolved end-user technical problems in a customer service oriented team environment. Researched and troubleshoot issues using available tools, such as Help Desk Knowledge base, Active Directory, and remote desktop (pcAnywhere and CA). Performed software and hardware installations, such as production applications, custom software, printers, and scanners. Documented issues via Lotus Notes v7 tracking system and escalated end-user issues accordingly to on-site technicians.

Collaborated and led a team of Technical Engineers at various sites for the Morgan Stanley Branch Refresh Project. Maintained logs and escalated issues through the appropriate channels to track progress. Compiled deployment issues and asset data in a report to the HP PMO. Identified changes to processes and work w/PMO to create updates and implement changes. Ensured each onsite Team was performing the required in-scope activities.

Collaborated and led a team of Technical Engineers at various sites for the Morgan Stanley Branch Refresh Project. Maintained logs and escalated issues through the appropriate channels to track progress. Compiled all deployment issues and asset data in a detailed report to the HP PMO. Identified changes to processes and work w/PMO to create updates and implement changes. Ensured each onsite Team was performing the required in-scope activities. Accomplishments:• Managing small admin group and 6–8 Technical Engineers for each site via phone and collectively met high performance goals Morgan Stanley outlined, meeting their target date.• Managed documentation for two Deployment Sites without the standard technical hardware support and met Morgan Stanley’s allotted target date and team goals.

Provided 80% phone-based technical support for hardware, software and network connectivity issues. Supported users in all levels of LAN / Server 2003 and remote troubleshooting. Performed organizational updates and maintenance via Active Directory. Logged and managed ticket database (TrackIt) to assure a prompt and timely response and resolution by Technical Engineers. Supported applications such as MS Outlook, Citrix, custom software and server based applications locally and remotely via Bomgar and VNC. Provided hands on installation and maintenance of Head Quarter computers, laptops, printers and scanners. Prepared and organized workgroup networks for annual accountants and visiting clients.

Provided 80% phone-based technical support for hardware, software and network connectivity issues. Supported users in all levels of LAN / Server 2003 and remote troubleshooting. Performed organizational updates and maintenance via Active Directory. Logged and managed ticket database (TrackIt) to assure a prompt and timely response and resolution by Technical Engineers. Supported applications such as MS Outlook, Citrix, custom software and server based applications locally and remotely via Bomgar and VNC. Provided hands on installation and maintenance of Head Quarter computers, laptops, printers and scanners. Prepared and organized workgroup networks for annual accountants and visiting clients.Accomplishments:• Reduced overhead for Headquarters by taking pressure off field engineers by resolving network resource and connectivity issues, as installing software and hardware implementations. • Received consistently high marks in annual surveys for patience, understanding, and expertise in her support of department issues.

Provided network support including the maintenance and creation of user accounts, user directories, public directories, and department directories. Provided Windows and Microsoft Office support for users of all levels, as well as support for various other applications that were used throughout the classrooms. Troubleshot and resolved problems with hardware and software, as well as configuring Windows 2000 networks and connecting Red Hat Linux machines to the Windows 2000 domain. Created images and ghosted machines to reduced computer downtime and increase user productivity throughout the school and sales department. Installed and configured various software applications in classrooms that were to be prepared for instruction the next day.

Associate'S Degree, Information Security And Forensics, + 180 Credits / Gpa 3.8

Activities and Societies: The National Society of Collegiate Scholars

New Horizons It Learning Center, Information Technology, 3.0

Activities and Societies: Held certifications in A+, Network+, Security+, CCNA and INCD1 and I'm a MCSA . I graduated from New Horizons.