Alice Oliver
Milwaukee,United States
Summary
Innovative technology professional with a Military background able to find solutions quickly and exceed expectations. Seeking to bring 10 years of diverse experience to a fast-paced tech environment. Detail-oriented, organized, and meticulous employee with extensive experience in Information Technology, communication, and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2, and 3 support knowledge.
Overview
16
16
years of professional experience
Work History
IT Support Specialist
City of Milwaukee, Information & Technology Management Division
07.2023 - Current
- Provide technical support and troubleshooting for hardware and software issues for city employees.
- Manage and resolve service desk tickets, ensuring timely responses to user requests.
- Research and identify solutions to technical problems.
- Patch software and installed new versions to eliminate security problems and protect data.
- Maintain servers and systems to keep networks fully operational during peak periods.
- Mentor junior staff in technical skills, fostering a collaborative team environment.
- Collaborate with cross-functional teams to streamline needs of the end-users.
Systems Administrator
TRICAST, LLC
07.2015 - 07.2019
- Acted as primary contact for computer hardware and software problems, as well as network emergencies.
- Maintained Firewalls/AD/O365/VoIP/NetApp Systems/Cisco LAN.
- Implemented new encryption/security policies across the network alongside the IT Engineer.
- Managed application patches, data backup, security changes and network configuration.
- Led initiatives to upgrade hardware and software, aligning technology with organizational goals for improved productivity.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Spearheaded inventory control measures to replenish and maintain IT equipment.
Cyber Network Operator
UNITED STATES MARINE CORPS
11.2009 - 11.2014
- Managed IT setup and service requests for multiple environments ranging from 50-6000 end users across 3 security classifications.
- Handled a large volume of support tickets reaching up to 150+ daily.
- Maintained records, logs, and the life cycle of support tickets on a daily basis.
- Effective decision-maker in high-pressure environments.
- Maintained complete accountability during redeployment of all sensitive items and communication equipment.
- Operated and maintained secure networks to ensure optimal performance and data integrity.
- Trained junior operators on best practices in network security and operational procedures.
- Optimized network performance for increased reliability and faster data transfer speeds.
Education
HIGH SCHOOL DIPLOMA -
Joseph A. Craig High School
Janesville, WI01.2009
INFORMATION TECHNOLOGY
Marine Corps Communications Electronics School
Twentynine Palms, CA01.2010
Skills
- Network Administration
- Network Protocols
- DHCP/DNS ethernet and firewall
- Record Keeping
- Windows/Exchange Server/XP/7/10/11
- Data recovery
- Information protection
- Verbal and written communication
- Time Management and punctuality
- Technical troubleshooting
- Technical support
- Reliability
- Attention to detail
- File system administration
Accomplishments
- Commended multiple times for outstanding technical knowledge and leadership, both overseas and stateside while serving in the U.S. Marine Corps.
- Responsible for over $12M of command equipment with no significant deficiencies, losses or damages.
- Awarded a Good Conduct Medal for no negative incidents for 3 years consecutive.
- Spearhead, and led multiple major network installations and upgrade projects.
- Maintained a high level of user satisfaction with the handling of trouble tickets across the network.
- Saved tens of thousands of dollars by maintaining all subscription based services (O365, GoDaddy, Adobe, Microsoft) as well as doing infrastructure work personally.
Timeline
IT Support Specialist
City of Milwaukee, Information & Technology Management Division
07.2023 - Current
Systems Administrator
TRICAST, LLC
07.2015 - 07.2019
Cyber Network Operator
UNITED STATES MARINE CORPS
11.2009 - 11.2014
HIGH SCHOOL DIPLOMA -
Joseph A. Craig High School
INFORMATION TECHNOLOGY
Marine Corps Communications Electronics School
HIGHLIGHTS
- Network Administration
- Electronic Data Security
- Proficient with Office365
- Cisco Lan Routing/Switching
- Proficient with VMWare
- Documentation/Record Keeping
- Windows server/Exchange Server
- Desktop/Laptop Support
- Active Directory management
- Electronic Device/System Installation/Repair
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