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
undefinedCertification
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
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