Carol Case
Tempe,AZ
Summary
Experienced systems support professional prepared for this role with strong analytical and problem-solving skills. Consistently contributes to team collaboration and adapts to changing needs. Proficient in troubleshooting, system maintenance, and user support. Known for reliability and focus on achieving results.
Overview
20
20
years of professional experience
1
1
Certificate
Work History
Shipping/Billing Specialist
Vetazyme Corp
02.2024 - Current
- Download the days orders for shipping
- Prepare invoices using Sage/Peachtree
- Print packing slips
- Create UPS shipping labels for orders
- Check shipping labels w/invoices for accuracy
- Maintain a record of daily shipments
- Complete shipping logs
- Reconcile monthly orders and shipment reports
- General office duties
Systems Support Analyst
Express Scripts
06.2022 - 06.2023
- Responsible for the decommissioning of call center
- Build and deploy Work from Home IT kits (including thin clients/desktops/Meracki/Aruba VPN devices)
- Build thin clients for NoTouch/Stratodesk platforms
- Responsible for thin client refresh project throughout company
- Send replacement equipment, peripherals, laptop/thin clients for break fix issues
- Assist users with issues within and outside of Citrix desktop platforms
Systems Tech IV
Maximus
04.2019 - 05.2022
- Responsible for the IT infrastructure for the Southwest 2020 US Census call center
- Maintain accurate hardware and software inventories for internal users
- Install software, modify and repair hardware and resolve technical issues
- Diagnose, triage and fix most hardware and software related issues
- Use Cherwell Service Management tool for tracking tickets
- Setup new users, unlock accounts, reset passwords, add groups to OUs in SCCM/AD
IT Specialist
AgWest Farm Credit
10.2016 - 03.2019
- Desktop support for staff in both Arizona and California
- Maintain accurate hardware and software inventories for internal users
- Install software, modify and repair hardware and resolved technical issues
- Diagnose, triage and fix most hardware and software related issues
- Use ServiceNow IT Service Management as tracking system for all work
- Setup new users, unlock accounts, reset passwords, add groups to OUs in SCCM
- Fix Server errors as needed (hardware) and replace routers/switches in comm closets
- Diagnose and fix most network related issues on computers and printers
- Assist internal staff and 3 remote branches in the daily continuity of devices used in environment for best up time performance
- Do branch visits for tech day for Imperial Valley, Yuma and Safford
- Responsible for Avaya IP Phone system including using IP Office for feature, extension and new phone setup
- Setup video conference meetings using BlueJeans and LifeSize video camera/hardware
- Project lead for Avaya phone upgrade - coordinate site visits from CenturyLink and VCom for all 16 FCW branches in California and Arizona; schedule and confirm data (WAN) expansion on sites needing the upgrade; schedule phone replacements at all branches and oversee the vendors progress of placing the IP stations throughout all of FCW
Sr. Desktop Support (Contract)
Point to Point Technology and Consulting
05.2016 - 09.2016
- Contract work for local company doing a wide range of on site computer, network and VoIP installations, troubleshooting and consulting
- Clients include the educational, health/clinical and private sectors with primary focus and work at local family practice clinics
Desktop Support Sr (Contract)
Abrazo Health
04.2015 - 01.2016
- Responsible for the management of computer/local network infrastructure of approximately 400 staff; proprietary software, account creation and access; Active Directory modifications of users/groups; organization of new staff system setup; coordination of equipment moves when staff are relocated, Asset management, email and Remedy ticket response/escalation; vendor contact for warranty work
- This was a contract position
Desktop Support Intermediate
University of Michigan
06.1987 - 05.2014
- Over the 26 years working at UM, I have supported desktop computing from taking system (desktop computers, laptops, PDAs, WYSE) out of the box all the way through to deployment in a large networked environment
- Experience was in both the campus side and the medical school/hospital-clinical side
- This included installing networked printers, secondary peripherals, RF handheld scanners
- Any software that was proprietary to the departments needs that was not built into the core image was installed and configured by hand or if it was packaged, pushed out thru WSUS
- Was also responsible for activation and troubleshooting of ethernet jacks both at wall and in Comm closet by patching the switch and port on relay racks
Education
Associate of Applied Science - Microcomputer Business Technology
Washtenaw Community College
Ann Arbor, MISkills
- Remote Access Solutions Expertise
- Software/Hardware installation/maint/diagnostics
- Wireless Communication Solutions
- Mobile Device Security Management
- AWS and Citrix Proficiency
- Microsoft Applications Proficiency
- Desktop Support Proficiency
- Effective Troubleshooting Techniques
- Customer Support Professional
- Application Setup Expertise
- Technical Equipment Repair
Timeline
Shipping/Billing Specialist
Vetazyme Corp
02.2024 - Current
Systems Support Analyst
Express Scripts
06.2022 - 06.2023
Systems Tech IV
Maximus
04.2019 - 05.2022
IT Specialist
AgWest Farm Credit
10.2016 - 03.2019
Sr. Desktop Support (Contract)
Point to Point Technology and Consulting
05.2016 - 09.2016
Desktop Support Sr (Contract)
Abrazo Health
04.2015 - 01.2016
Desktop Support Intermediate
University of Michigan
06.1987 - 05.2014
Associate of Applied Science - Microcomputer Business Technology
Washtenaw Community College
Certification
MCP, Microsoft Certified Professional
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