Beverly Simpson
Information Technology Professional
Philadelphia,PA
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice.
Knowledgeable Network Administrator qualified to upgrade software and hardware while monitoring network performance—enthusiastic professional with a background in implementing various networking devices and protocols, including firewalls, VPN configurations, routers, and switch
management.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
50
50
years of post-secondary education
3
3
Certifications
Work History
Senior Information Technology Support Specialist
University of Pennsylvania
09.2022 - Current
- Provide second-level support for information technology support specialist
- Managed mobile device management platform for over 5,000 devices and 1,000 site administrators
- First point of contact for administration of vendor products, LastPass and Adobe Pro.
Adjunct Professor, Computer Information Systems
Community College Of Philadelphia
01.2020 - Current
- Instruct computer technology courses to a diverse group of learners varying in technology skill levels
- Courses lay the foundation for learners preparing for industry certifications, higher-level IT education, or enhanced technical skills
- Combine both lecture and hands-on practice labs to build learner’s technical and practical skills
- Elevated course relevance by regularly attending professional development events and integrating new concepts into lesson plans.
- Contributed to curriculum development efforts, ensuring up-to-date content was relevant to industry trends
- Enhanced student comprehension by employing diverse teaching methods and incorporating multimedia resources
- Boosted class participation rates by fostering a positive and collaborative learning environment.
- Improved overall course quality through the implementation of regular evaluations, incorporating student feedback into future improvements.
IS Support Analyst
The Childrens Hospital of Philadelphia
04.2020 - 08.2022
- Evaluate customer service issues to determine the level of service needed
- Enhanced communication between departments by facilitating interdepartmental workshops focused on improving collaboration
- Assisted with remote training re-vamp for Service Desk technicians – reducing training time by 40%
- Created evaluation tool to assess new technicians' understanding of the environment following New Hire training
- Diagnose and resolve problems involving hardware, packaged software, proprietary software, and peripheral equipment over the phone via remote control tools
- Established best practices for incident management, leading to improved response times and higher customer satisfaction levels
Network Administrator
Resources For Human Development, RHD
12.2018 - 01.2020
- Provide second-level support for enterprise network issues
- Develop and maintain remote office server implementation process
- Provide administration of Active Directory, including security policies
- Implemented cost-saving measures without compromising network performance or security by optimizing resource allocation across various departments.
- Facilitated seamless migrations to new platforms with thorough planning, testing, and execution of data transfers
- Improved network efficiency by implementing and managing system updates and patches
- Identified and immediately resolved issues with network devices, managed switches, routers, and hardware-based firewall appliances
- Assisted IT staff with troubleshooting issues and closing calls
Service Desk Team Lead
Resources For Human Development, RHD
01.2018 - 12.2018
- Diagnose significant software issues and problems
- Imaging and deployment of equipment
- Provide second-level support for networking, infrastructure, and architecture before escalation to engineers
- Increased Service Desk efficiency by implementing streamlined processes and procedures.
- Document and track service requests in the ticketing system
- Provide timely service to all end users.
- Enhanced team performance by providing regular coaching, feedback, and training sessions
- Collaborated with other IT teams on cross-functional projects, improving overall system performance
- Effectively managed escalated issues from customers by liaising with relevant departments and promptly resolving them proactively
School Based Technician
Clark County School District
08.2015 - 06.2017
- Diagnosed complex technical problems, saving time and resources by providing practical solutions quickly
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Reduced support tickets through proactive maintenance of hardware, software, and systems
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution
- Provided input during technology refresh cycles to ensure alignment between business needs and IT capabilities in the future
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
Help Desk Technician
Pottstown School District
09.2013 - 07.2015
- Troubleshoot computer hardware, network and printer issues
- Imaging new and repaired laptops for deployment and use throughout the school district
- Migration of files from older technology to updated devices
- Collaborated with cross-functional teams to seamlessly integrate IT services throughout the company
- Participated actively in ongoing professional development opportunities, staying current on industry trends and advances in technology.
Services Manager
United States Air Force, USAF
08.2002 - 08.2010
- Hospitality Management supervisor
- Combat zone, morale welfare and recreation director
- Mortuary Science autopsy assistant.
Education
M.D. - Enterprise Networking And Cloud Computing
05.2001 - 05.2023
Bachelor of Science - Information Technology
05.2001 - 05.2016
Associate of Applied Science - Computer Information Systems - I.T.
05.2001 - 05.2014
Skills
System Configuration
End-User Training
Data Recovery
Remote Support
Network Administration
Hardware Installation
Incident Management
Help Desk Support
Mobile Device Management
IT Documentation
Operating System Support
ITIL Processes
Technical Support
Service support
Network systems installation
Network repairs and maintenance
Network Troubleshooting
Wireless Networking
Network Architecture
Online Class Discussion
Online Teaching
Individualized support
Academic advisement
Faculty communication
Multimedia integration
Student Engagement
Technology Integration
Subject matter expertise
Lesson development
Curriculum Creation
Professional Networking
Course Planning
Lesson Planning
Student Mentoring
Certification
Jamf Certified Technician, Jamf Pro
Timeline
Senior Information Technology Support Specialist - University of Pennsylvania
09.2022 - Current
IS Support Analyst - The Childrens Hospital of Philadelphia
04.2020 - 08.2022
Adjunct Professor, Computer Information Systems - Community College Of Philadelphia
01.2020 - Current
Network Administrator - Resources For Human Development, RHD
12.2018 - 01.2020
Service Desk Team Lead - Resources For Human Development, RHD
01.2018 - 12.2018
School Based Technician - Clark County School District
08.2015 - 06.2017
Help Desk Technician - Pottstown School District
09.2013 - 07.2015
Services Manager - United States Air Force, USAF
08.2002 - 08.2010
Capella University - M.D., Enterprise Networking And Cloud Computing
05.2001 - 05.2023
Peirce College - Bachelor of Science, Information Technology
05.2001 - 05.2016
Community College of Philadelphia - Associate of Applied Science, Computer Information Systems - I.T.
05.2001 - 05.2014