Catrina Michelle Coppedge
Milledgeville,GA
Summary
Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication. Detail-oriented System Engineer with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Utilizes in-depth knowledge of system architecture to deliver seamless integrations and enhancements. Strong understanding of troubleshooting and resolving technical issues to maintain system stability and efficiency.
Overview
26
26
years of professional experience
1
1
Certification
Work History
System Engineer
Responsive Technology Partners
Milledgeville, GA
03.2024 - Current
- Collaborated with cross-functional teams to enhance system performance and reliability.
- Conducted thorough testing and validation of system upgrades and deployments.
- Mentored junior engineers on best practices and troubleshooting techniques.
- Developed detailed documentation for systems architecture and operational procedures.
- Analyzed system failures to identify root causes and implement corrective actions.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
- Reduced downtime for critical systems through proactive monitoring and maintenance tasks.
- Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
- Trained and mentored junior engineers, providing guidance and direction.
- Assisted in developing cost-effective solutions to engineering problems.
- Verified construction documentation to meet client requirements and vision.
- Created comprehensive documentation for system configurations, procedures, and best practices to facilitate knowledge sharing among team members.
- Improved system efficiency by implementing and optimizing hardware and software components.
- Completed software updates and assessed security patches for optimized computer use.
- Implemented networking and server changes to meet client budgets and needs.
Technical Support Analyst
Crisp Regional Hospital
05.2016 - Current
- Knowledge of giving permissions to specific groups or shared files/folders on servers and in the AD
- Create appilcation accounts and Networking access
- In charge of recycling the computers yearly, getting quotes and distributing them Create access in Cerner and fix numerous issues inside of Cerner
- In charge of deploying computers to the entire organization and handling all the workstations whether it be troubleshooting problems or doing upgrades.
- Helped with getting the users to stop using generic passwords and using their own credentials
- Assisted with troubleshooting the change from Meditech to Cerner.
- The new EMR Fluent in creating accesses for AD and Cerner and giving permissions/roles to users for groups, drives and folders.
- Excellent with Citrix issues, Dragon issues and other Cerner issues
- Helped with Jeron Issues and other software applications for the hospital such as PACS
- Setup up Cisco phones and distribute to users
- Good with Network issues, rather it be LAN or WAN, Troubleshooting the issues down to the switch, Troubleshoot network printers and label printers as well
- Can create packages to pushup applications and other windows updates to workstations to keep the devices up to date using SCCM
- Responsible for the all the purchase requests that department managers request
- Knowledge of killing sessions that may be hung in the WMWare environment
- Cisco Unity Call Manager – able to setup phones with extensions, mailboxes and reset voice mails.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed, configured and maintained computer systems and network connections.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Translated complex technical issues into digestible language for non-technical users.
- Managed a diverse caseload of technical inquiries while maintaining a focus on quality service delivery and prompt issue resolution.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Diagnosed and troubleshot hardware, software and network issues.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Researched product and issue resolution tactics to address customer concerns.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Assisted in development of system security protocols.
- Knowledge of how to get to servers and restarting them or adding a program from the server to a user’s workstation such as DIV5
- Webmaster: Created and implemented changes to the intranet using CSS
- In charge of training various employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Monitored systems in operation and quickly troubleshot errors.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
IT Support Analyst
Sutherland Global
03.2013 - 01.2016
- Troubleshoot and fix various Office 2010/2013 issues
- Troubleshot and fixed various software and hardware related issues
- Work with Active Directory and Exchange
- Installing network and local printers and troubleshoot issues with them and on servers Fixed Wireless issues and network LAN issues and VPN Resolved network outages with Verizon and AT&T
- Walked customers through resetting networks
- Worked effectively in fast-paced environments.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend, and holiday shifts.
- Passionate about learning and committed to continual improvement.
- Skilled at working independently and collaboratively in a team environment.
- Delivered services to customer locations within specific timeframes.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Victims Advocate Intern
Crisp County District Attorney’s Office
09.2011 - 12.2012
- Created power points for lawyers in court, Researched cases, Gather witnesses and victims information for lawyers.
- Prepared interrogatories, requests for admissions, requests for production of documents and requests for examination or inspection.
- Organized supporting documentation for individuals under evaluation and coordinated paperwork transfers to correct staff members.
- Assisted with applications and collected required paperwork to help individuals register for supportive services.
- Collected and prepared pre-trial discoveries, records and evidence displays.
- Handled filing systems for both short and traditional real estate transactions.
- Collaborated with fellow advocates and paralegals to maximize efficiency in case management and preparation.
- Assisted litigation attorneys with research, depositions, trial preparation, discovery and document drafts for court submittal.
Cashier - Garden Center
Home Depot
03.2011 - 03.2012
- Became really good at Customer service
- Handled cash with high accuracy and took care to check bills for fraud.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Built relationships with customers to encourage repeat business.
- Restocked and organized merchandise in front lanes.
- Worked flexible schedule and extra shifts to meet business needs.
- Used POS system to enter orders, process payments and issue receipts.
- Addressed customer needs and made product recommendations to increase sales.
- Stocked, tagged and displayed merchandise as required.
- Strengthened communication skills through regular interactions with others.
Computer Technician
Dynamic Computers
06.2010 - 12.2010
- Fixed wide range of hardware and software issues on computers and laptops Networking.
- Inspected and tested faulty circuit boards and microprocessors.
- Diagnosed and resolved malfunctions in computers, office machines and automated teller machines.
- Implemented data backup solutions to protect vital company information from potential loss.
- Maintained office PCs, networks and mobile devices.
- Explained diagnostic findings to customers and outlined repair or service options.
- Linked computers to network and peripheral equipment.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Evaluated and recommended new technology upgrades to increase efficiency within the organization.
- Recovered critical information from data back ups to restore functionality.
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
- Recommended new and replacement hardware and software purchases.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Configured systems according to prescribed software and hardware frameworks.
- Updated and replaced outdated drivers and software for computers and office machines.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Proven ability to learn quickly and adapt to new situations.
Help Desk Professional
Apollo Health Street
06.2008 - 05.2009
- Resolved issues with Office 2007 and 2003, Adobe Reader and Java and other applications
- Troubleshot technical issues, networks and routed tickets to processing area Changed passwords in Stars, Oracle applications, Windows, and SAP
- Interacted effectively with diverse groups of people
- Remote to clients’ computers and resolved problems
- Troubleshot issues with VNC
- Worked effectively in fast-paced environments.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Gained extensive knowledge in data entry, analysis and reporting.
- Strengthened communication skills through regular interactions with others.
- Skilled at working independently and collaboratively in a team environment.
Web Designer / Computer Technician
Websign Computers Inc.
11.1999 - 06.2008
- Developed websites and created custom graphics
- Created animated graphics
- Repaired various hardware and software related issues
- Custom built computers for users specific needs.
- Replaced and ordered parts Removed viruses and spy-ware from computers
- Installed Ethernet cables, created drops, punched in patch panels and set up networks Setup long range and short-range wireless networks
- Configured internet connections and troubleshot via phone
- Trained various employees
- Made residential and business service calls.
- Completed domain name registrations and maintained website and web hosting account.
- Engaged with clients to plan and optimize site issues and queries.
- Planned website development, converting mockups into usable web presence with HTML, JavaScript, AJAX, and JSON coding.
- Oversaw technical issues and troubleshooting requests to resolve user problems.
- Designed and executed security measures such as firewalls and encryption.
- Conceived and built optimized landing pages in HTML and CSS for integration and cross-browser compatibility.
- Determined coding requirements for specialized scripts.
- Validated third-party code to comply with internal standards and technical requirements.
- Improved overall site aesthetics through the use of high-quality graphics, typography choices, color schemes, and layout principles.
- Developed graphic and image assets for both content and digital marketing efforts.
- Designed highly engaging interactive user interfaces that complied with modern web standards.
- Enhanced functionality and appearance of website and repaired functionality issues.
- Reviewed code to validate structures, assess security and verify browser, device and operating system compatibility.
- Took concepts and produced design mockups and prototypes to strengthen designs, enhance user experiences and improve site interactions.
- Designed user interface to meet client specifications,
- Troubleshot technical issues and optimized websites for search engine optimization, performance and accessibility.
- Developed user-friendly web forms with validation and error handling.
- Optimized web applications for speed, scalability and security.
- Boosted web traffic by improving navigation and rectifying bottlenecks.
- Provided front-end website development using WordPress, Hubspot, and other editing software. Dreamweaver and Adobe Photoshop.
- Completed full redesigns of existing websites to improve navigation, enhance visuals and strengthen search engine rankings.
- Restored data on computers and office machines.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
- Replaced defective components and parts on malfunctioning computers and office machines.
- Resolved technical issues for clients through remote support, increasing customer satisfaction.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Linked computers to network and peripheral equipment.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Recovered critical information from data back ups to restore functionality.
- Learned and adapted quickly to new technology and software applications.
- Organized and detail-oriented with a strong work ethic.
Education
Working on my Security+ and Cyber Security Associates -
Associates Degree - Network Specialist
South Georgia Technical College
Americus, GA05.2023
Associates Degree - Computer Support Specialist
South Georgia Technical College
Americus, GA05.2023
Information Technology -
South Georgia Technical Inst.
Cordele, GA05.1998
Skills
- Troubleshooting
- Hardware and software installation
- System engineering
- Technical support
- LAN/WAN
- Systems analysis
- Hardware configuration
- Virtualization
- Server management
- Application support
- Cloud services
- Technical analysis
- Information security
- Switches and routers
- Help desk software
- Regulatory compliance analysis
- Systems analysis and design
- Bandwidth evaluations
- System monitoring
- Software installation
- Network configuration
- Analytical thinking
- Hardware troubleshooting
- Security audits
- Software integration
- Networking protocols
- Third-party integration
- Operating systems
- User support
- System troubleshooting
- Software requirement analysis
- Client service and support
- System testing
- Helpdesk operations
- Continuous improvement
Certification
- A+ certification
- Microsoft Word Certification.
- Network Specialist diploma.
Timeline
System Engineer
Responsive Technology Partners
03.2024 - Current
Technical Support Analyst
Crisp Regional Hospital
05.2016 - Current
IT Support Analyst
Sutherland Global
03.2013 - 01.2016
Victims Advocate Intern
Crisp County District Attorney’s Office
09.2011 - 12.2012
Cashier - Garden Center
Home Depot
03.2011 - 03.2012
Computer Technician
Dynamic Computers
06.2010 - 12.2010
Help Desk Professional
Apollo Health Street
06.2008 - 05.2009
Web Designer / Computer Technician
Websign Computers Inc.
11.1999 - 06.2008
Information Technology -
South Georgia Technical Inst.
Working on my Security+ and Cyber Security Associates -
Associates Degree - Network Specialist
South Georgia Technical College
Associates Degree - Computer Support Specialist
South Georgia Technical College