CEDRIC SIFFLET
Cedar Hill,TX
Summary
A 13 year IT software and hardware support specialist with extensive experience in customer support and troubleshooting IT related infrastructure issues in office, educational, and production environments. Boasts extensive experience with PC operating system software and related components including Microsoft Windows operating systems/servers and Apple MacOS based products. Also has 10 years of experience with CISCO VOIP equipment and LAN/WAN network devices. Highly skilled in providing excellent customer service and quick resolutions on user requests or team projects.
Overview
14
14
years of professional experience
Work History
Network Application Software Analyst
Cedar Hill Independent School District
07.2021 - Current
- Key duty involved being the implementation and support specialist of the school district’s SIS software, servers, and web applications
- This role required day to day administration of the district’s student information system and also provided technical support for all web-based applications that students and staff utilized during the year
- Other duties included leading and managing product integration for the district and maintaining incoming data imports and exports from outside third-party educational vendors to match in-house data for web applications
- Provided account support for all end-users for all first and third-party apps, and provided Tier II support for the Tier I Desktop Support team
- Created and managed documentation of troubleshooting steps for the Desktop Support team for recurring issues to help reduce troubleshooting time for that team, and also was the lead technical analyst for all issues relating to the district’s in-house database
- Provided Tier II support for end-users and Helpdesk Support Team
- Managed and provided support for the district's student information system
- Provided technical support for all third-party applications used in the district that were available via Classlink and Schoology LMS
- Provided constant rostering for more than 20 third party apps for Staff and Students utilizing Classlink and OneRoster API
- Investigated any integration errors with account provisioning that relied on MySQL relational databases within Classlink’s OneSync rostering system
- Provided technical support for district's main website and managed web filters and SSL
- Certifications
- Managed all software or web application integrations for the district
- Managed user accounts in Active Directory and Google Admin Console
- Managed Google Metadata for all SSO or SAML integrations
- Managed group policy for network accounts and devices utilizing Windows Server 2016 and SCCM
- Implemented and managed automation across various network software or web applications
- Lead administrator for file or data transfers between third-party vendors and the district
- Managed third-party system integration
- Assists in SIS database backups and disaster recovery.
IT Support Technician
Custom Ink LLC
10.2018 - 07.2021
- Provided Tier 1 & 2 level IT support for 400+ end users utilizing Zendesk, email (utilizing Google Suite), supported management and HR staff with all technical and on-boarding issues with
- Workday HCM, and also provided on-call phone troubleshooting for company’s 3 production warehouses and 4 office facilities across 3 states
- Provided support for desktops, laptops and common peripherals such as monitors, projectors, printers (laser and thermal), hand scanners, and audio systems
- Managed and responded to all work requests utilizing Zendesk, and escalated database related issues using JIRA for Tier 3 support
- Managed user account creation, modification, and deletion for all sites
- Aided HR department with user account creation and deletion with the Workday HCM
- Temporarily restored terminated employee accounts in Workday if needed for record verification
- Managed SSO functionality for Workday logins
- Provided communication for internal and external customers on any major outages or technical issues in Workday HCM
- Created documentation and resolutions on common recurring issues
- Provided support of WAP equipment using Cisco Meraki
- Provided support via remote software using CISCO VPN
- Managed user and email accounts using Active Directory, Google Admin
- Managed on-site GPO with Windows Server 2012
- Created and managed computer images utilizing SmartDeploy Imaging Software
- Created and managed platform packs for images using SCCM
- Managed devices and software remotely via Panorama9 RMM
- Provided quarterly training on IT equipment for all users locally and remotely
- Managed inventory for all devices at local facilities
- Investigated and resolved issues with Five9 Softphone for users at Custom Ink’s call centers
- Performed software installations of first and third party software on-site and remotely
- Managed print server for all locations
- Completed on average 15 to 20 work tickets on a daily basis.
IT Helpdesk Technician
Cedar Hill Independent School District
08.2009 - 09.2018
- Provided Tier 1 level support for school district’s IT infrastructure and 600+ user base; made daily visits to district’s 10 campuses to support end-user equipment that were used by
- Administrators, faculty, and students
- Provided Helpdesk customer support using the Eduphoria ticketing system for the district’s 14 campuses and performed troubleshooting duties via in person or through phone on over 800 computer workstations
- Performed software installations for the entire district
- Documented customer issues and noted detailed fixes/resolutions on work tickets
- Provided technical support for network infrastructure within the district such as installing wireless access points and network switch troubleshooting
- Provided support via remote software using CISCO VPN
- Provided resolutions for CISCO VOIP equipment
- Managed inventory for all devices in the district
Education
BBA - Management Information Systems (MIS
NORTHWOOD UNIVERSITY
Cedar Hill, Texas05.2013
Bachelor of Arts - Arts And Technology
The University of Texas At Dallas
Richardson, TX05.2018
Skills
- OS Platforms - Windows XP, Windows Vista, Windows 7, Windows 10, Windows 11, Windows Server 2012 & 2016, Linux, Mac OS, and Chrome OS
- Cisco switches, Cisco Aironet WAPs, Cisco Meraki Dashboard, NetGear routers
- Applications - Microsoft Office (suite), Microsoft Office 365, Azure AD, Jira, Zendesk, Mojo Helpdesk, Active Directory, SCCM, PowerShell
- Google Suite - Google Admin, Google Cloud
- Computer Management - Goverlan , Windows Remote Desktop, SCCM, SmartDeploy, Panorama 9, Sophos Antivirus and Windows Defender, VMWare
- Computer Inventory - Dell KACE
- Hardware Experience - Desktop PC’s (Intel and AMD based CPU’s), Laptops, MacBooks, iPads, iMacs, Chromebooks, Apple and Android phones and tablets, Xerox Printers,Printers, Brother Printers, Zebra Label Printers
- Knowledge Base Creation
- Backup Recovery
- Software Integration
- MySQL Server and Postgre SQL Database
- Technical Support and Assistance
Timeline
Network Application Software Analyst
Cedar Hill Independent School District
07.2021 - Current
IT Support Technician
Custom Ink LLC
10.2018 - 07.2021
IT Helpdesk Technician
Cedar Hill Independent School District
08.2009 - 09.2018
BBA - Management Information Systems (MIS
NORTHWOOD UNIVERSITY
Bachelor of Arts - Arts And Technology
The University of Texas At Dallas
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