AMANDA SOILEAU
Desktop Support Specialist
Covington,LA
Summary
Methodical IT team member knowledgeable about networking, project management and disaster recovery. Experienced installing hardware, updating software and managing LAN systems. Clear and open communicator with excellent planning and problem-solving skills. Skilled desktop support specialist with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of Microsoft programs, Quest software, and server management.
Overview
30
30
years of professional experience
9
9
years of post-secondary education
Work History
DESKTOP SUPPORT SPECIALIST
ST. TAMMANY PARISH LIBRARY
Covington, LA
03.2012 - Current
- Provide software and hardware technical support to all staff
- Update and maintain ILS system (Polaris)
- Research, test and implement software to assist with job duties
- Responsible for maintaining multiple servers – domain controllers, Exchange, storage, ILS, telephony, SQL servers, Hyper-V servers
- Implemented and maintain KACE SMA (System Management Appliance) – PC and server patching, asset management
- Implemented and maintain KACE SDA (System Deployment Appliance) – image deployment
- Implemented and maintain MFA through DUO
- Implemented and maintain Microsoft 365 – Azure Active Directory, Exchange, Office
- Utilize multiple software packages to monitor and manage network devices – Meraki Dashboard, Teamviewer, Desktop Authority, Proof Point, Uniti telephony portal
- Provide budget and procurement assistance
- Designed and implemented 2 Help Desk systems – SysAid (received certification) and SolarWinds (current)
- Implemented and monitor Cisco AMP (anti-malware protection)
IT ANALYST II
LSU HEALTH SCIENCES CENTER NEW ORLEANS
New Orleans, LA
06.2008 - 03.2012
- Maintain backup system (Legato Networker)
- Provide Help Desk support to all students of LSU Medical School
- Provide Help Desk support to all public hospitals
- Managed over 50 customer calls per day
- Set up and tested virtual machines for use in hospital system
- Implemented backup system for virtual machines
TECHNICIAN
MEDTRON SOFTWARE INTELLIGENCE
Covington, LA
07.2006 - 06.2008
- Provide technical support for, AS400 application
- Maintain Active Directory and Group Policy
- Perform troubleshooting for internal and external clients
- On-site installation and maintenance of all computer equipment
- Maintain backup system (Veritas Backup Exec and Cybernetics)
- Implemented and tested Disaster Recovery Plan
NETWORK SPECIALIST
ST. JOSEPH’S ACADEMY
Baton Rouge, LA
09.2005 - 07.2006
- Maintain servers for entire school – including file server and Exchange server
- Maintain backup system (Veritas Backup Exec)
- Maintain Active Directory
- Maintain internet filtering software and email filter
- Perform troubleshooting for student laptops
- Identified and immediately resolved issues with network devices
TECHNICAL SUPPORT REPRESENTATIVE
COX COMMUNICATIONS, INC
Baton Rouge, LA
06.2005 - 09.2005
- Provide technical support: video, telephony and internet services
- Perform sales and provide customer education regarding billing and services
BUSINESS ANALYST
LWCC
Baton Rouge, LA
12.1993 - 05.2005
- Drafted system requirements for system enhancements and defects
- Drafted test procedures
- Performed testing for policyholder and collections systems
- Liaison between end users and programmers
- Project management and implementation
- Surveyed clients to ascertain requirements and expectations for product
- Derived conceptual designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality
- Other positions held at LWCC: Insurance Operations Analyst, Claims Clerical Assistant, Administrative Assistant
- Triage incoming calls to various departments
- Transcribed recordings from medical personnel to apply to workers’ compensation claims
- Responsible for transmitting and correcting NCCI (National Council on Compensation Insurance) information to determine workers’ compensation rates
FRONT END SUPERVISOR
SAM’S CLUB
Baton Rouge, LA
05.2000 - 06.2001
- Supervise approximately 20 cashiers and service desk employees
- Verify cash drawers at beginning and end of shift
- Schedule shifts and breaks
- Mentoring and training
- Perform employee evaluations and coaching
- Delegate work duties
- Conflict management – customers as well as employees
Education
Master of Science - Information Technology
UNIVERSITY OF PHOENIX
Baton Rouge, LA 01.2004 - 12.2006
Some College (No Degree) - Computer Science
Louisiana State University And A&M College
Baton Rouge, LA 08.1990 - 05.1992
High School Diploma -
Denham Springs High School
Denham Springs, LA 01.1986 - 05.1990
Skills
Excellent Multi-tasking skillsProblem solving and decision-makingDelegationCommunication
Process updates
Process optimization
Project Management
End-User Account Management
New System Deployment
Ticketing System Oversight
Application support
Technical documents comprehension
Dependable and Responsible
Technical issues analysis
Desktop support
Data recovery
Accomplishments
- Cisco Meraki certification
- Cyber Security certifications through Antisyphon Training – 2 courses completed, working toward full certification
- LSSC Foundations Certificate
- Attended KACE by Quest training and received certification for the following software: System Deployment Appliance, System Management Appliance
- Ongoing training via Quest and Cisco – cyber security and networking 2
Timeline
DESKTOP SUPPORT SPECIALIST
ST. TAMMANY PARISH LIBRARY
03.2012 - Current
IT ANALYST II
LSU HEALTH SCIENCES CENTER NEW ORLEANS
06.2008 - 03.2012
TECHNICIAN
MEDTRON SOFTWARE INTELLIGENCE
07.2006 - 06.2008
NETWORK SPECIALIST
ST. JOSEPH’S ACADEMY
09.2005 - 07.2006
TECHNICAL SUPPORT REPRESENTATIVE
COX COMMUNICATIONS, INC
06.2005 - 09.2005
Master of Science - Information Technology
UNIVERSITY OF PHOENIX
01.2004 - 12.2006
FRONT END SUPERVISOR
SAM’S CLUB
05.2000 - 06.2001
BUSINESS ANALYST
LWCC
12.1993 - 05.2005
Some College (No Degree) - Computer Science
Louisiana State University And A&M College
08.1990 - 05.1992
High School Diploma -
Denham Springs High School
01.1986 - 05.1990