Summary
Overview
Work History
Education
Skills
Certification
Technical Competencies
Work Availability
Quote
Timeline
SeniorSoftwareEngineer

Chantelle Morehead

Lillington,NC

Summary

Determined and focused networking professional. Highly skilled in data analysis, help desk administration, SLA, and operating systems, and demonstrated ability to install and configure client and server operating systems, and switches. A solid educational background and 3 to 5 years of experience in Information Technology. Proficient in troubleshooting and resolving network issues, maintaining systems, and providing exceptional customer support. Experienced with troubleshooting software and hardware issues on the network and local hosts. Able to configure monitoring tools available for small to medium business networks. Motivated and committed employee looking to be a part of a team to enhance and support technologies and achieve the administrative objectives valued by the organization. Enthusiastic and curious lifelong learner who is dedicated to learning new technology, improving productivity, and assisting customers. Information Specialist experienced in managing data for employers and clients and distributing information across organization. Analyzes data, supports security, organizes and classifies, maintains records and contributes to team efforts. Expertise in information technology, technical understanding, documentation, reporting, customer service and process improvement.

Overview

3
3
years of professional experience
6
6
Certification

Work History

Network and Communications Specialist

Fayetteville State University
08.2022 - Current
  • Apply and fix port security issues
  • Troubleshoot wireless connection issues on PC
  • Troubleshot and resolved network VOIP Microsoft issues, collaborating with other technicians and customers to reach timely resolutions
  • Assisted senior engineers in monitoring and troubleshooting network issues
  • Assisted in the implementation of the Teams phone system and have the ability to troubleshoot issues with connections and configuration
  • Well-versed in various technologies, operating systems, networking, anti-virus software, backup systems, and network switches
  • Training and implementation of Teams VOIP and Genesys call centers throughout the university
  • Proficient in Team Dynamix ticketing system
  • Gained practical experience in network and VOIP management, vendor-specific technologies, and client communication
  • Answered client queries and complaints to provide strong customer service.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed, tracked, and coordinated problem resolution and escalation processes.
  • Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
  • Gathered data from appropriate sources to assist in determining customer needs and requirements.
  • Developed pivot tables and custom reports in Excel.
  • Developed and formatted PowerPoint presentations using advanced elements.
  • Verified software functionality meets organizational needs.
  • Performed troubleshooting to correct computer hardware and software malfunctions.
  • Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
  • Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
  • Linked computers to network and peripheral equipment.
  • Used diagnostic tools to identify hardware failures and replace non-functional components.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Set up and maintained user accounts and client access.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Used ticketing systems to manage and process support actions and requests.
  • Set up network profiles, security permissions and file sharing systems.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Coached and trained end-users on functions, features and basic troubleshooting of software such as [Software] and [Software].
  • Attended regular client meetings to report project progress and address questions.
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Installed, maintained and supported voice/data applications.
  • Maintained documentation for telecommunication systems, equipment inventory and floor plans.
  • Coordinated installation of new users and relocations of existing users.
  • Worked closely with network administrators and server engineers to deliver quality service.
  • Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
  • Troubleshot hardware and software to determine and rectify network problems.
  • Diagnosed and resolved hardware, software and network problems and replaced defective components.
  • Supported users both local and by phone with problem resolution and education.
  • Maintained thorough understanding of local area and wide area networking and components.

Help Desk Analyst 1

Fayetteville State University
09.2021 - 08.2022
  • Assist students and staff at Fayetteville State University with troubleshooting hardware and software issues, tier 1 phone support, and a high focus on customer service
  • Troubleshoot network connectivity issues, assess system availability and reliability, and participate in security solutions
  • Pulled data cable, created pathways for the cables, terminated the ends of the cable, ran connectivity tests, and mounted access points in multiple rooms
  • Discuss and assess network, software, hardware, Microsoft Office 365, and mobile issues with clients, providing a solution or escalating the issue through Remedy Force
  • Employ Remedy Force to record accurate descriptions of client issues/solutions for the help desk while providing professional customer service to the clients through phone support
  • Use of AD Manager application for password resets
  • Assisted with end-to-end projects until completion
  • Ability to update from legacy to UEFI
  • Logged support tickets and closed when issues were resolved.
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Documented support interactions for future reference.
  • Provided basic end-user troubleshooting and desktop support.
  • Resolved technical issues by troubleshooting.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Researched product and issue resolution tactics to address customer concerns.
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Prepared references for users by writing clear operating instructions.

Computer Technician | Consultant

Independent IT Professional
01.2019 - 01.2020
  • Provided independent computer troubleshooting in home office environments
  • Assessed desktop and laptop-related hardware and software issues and provided resolution
  • Discussed computer and network issues with clients and assessed issues; advised the client on corrective actions
  • Diagnosed network-related issues, including local area connection problems, network access, email, internet, documented completion of work

Administrative Coordinator

Family Readiness Group
01.2011 - 01.2013
  • Served as point of contact for family members of deployed service members
  • Supported the program by completing administrative tasks and outreach activities to participants
  • Created office schedule and tracked contact information of program participants; engaged participants by assessing needs, including the arrangement of childcare, support, and updates on deployed service members
  • Developed a sense of inclusion for participants; provided outreach services, and completed weekly wellness checks
  • Ensured participants remained up to date on critical information, including return dates of the service member, service referrals, support programs, and events

Shift Manager

IHOP
02.2009 - 10.2009
  • Supervised ten wait staff and oversaw customer service for a high-volume family restaurant
  • Greeted guests and supervised entrance, nightly deposits, scheduling, seating, and hostess stand
  • Led training and onboarding of new waiters; educated waiters on restaurant and customer service policies and mentored waiters during the training period
  • Identified underperforming waiters and re-trained waiters; resulted in increased proficiency of wait staff
  • Reduced customer wait times and supported personnel during the restaurant's busiest shifts by serving food, processing payments, and clearing tables
  • Resolved customer complaints concerning food quality, restaurant accommodations, and customer service; resulted in a 100% customer satisfaction rating

Education

ITIL 4 Certification -

CompTIA A+ 220-1001 -

CompTIA Network+ N10-008 -

CompTIA Security+ SYO-601 -

CCNA 200-301 -

Bachelor of Science - Network Operations and Security

Western Governor University
11.2023

AWS Cloud Practitioner -

06.2023

Associate of Information Technology - Network Administrator

Fayetteville Technical Community College
Fayetteville, NC
05.2021

Skills

  • Determined deficiencies with faulty hardware, software, installation, and communication links
  • Well-versed in operating systems, networking, backup systems, and network switches
  • Conducted preventative maintenance of systems and equipment to mitigate operational issues
  • Patient and empathetic listener with the ability to obtain critical information from a client to effectively provide a solution
  • Worked with a team to deliver solutions on time to clients to help meet their needs
  • Knowledge of software and hardware installation
  • Proficient in Microsoft , Cisco
  • Knowledge of network cabling, network classification, and network topology, ensuring the efficient management of network resources
  • Provided incident response, tracked problems through to resolution, and maintained adherence to Service Level Agreements (SLAs)
  • Assisted in the implementation and management of VOIP technologies, optimizing network communication
  • Supported operations, contributing to the continuous reliability of network services
  • Customer-oriented and committed to delivering high levels of client satisfaction through effective communication and problem resolution
  • Technical Issue Troubleshooting
  • Supporting VoIP
  • Reading Technical Manuals
  • Telecommunications Equipment
  • Network Hardware and Software Maintenance
  • Software Configuration
  • Supporting IP Telephony
  • Configuration and Management
  • Team Support
  • Testing
  • Monitoring Tools
  • Preventive Maintenance Management
  • Service Improvement

Certification

  • ITIL 4 Certification, 12/05/2021
  • CompTIA A+ 220-1001, 03/31/2022
  • CompTIA Network+ N10-008, 04/28/2022
  • CompTIA Security+ SYO-601, 05/25/2022
  • CCNA 200-301, 07/28/2022
  • AWS Cloud Practitioner, 06/2023

Technical Competencies

Microsoft Windows 10/11, Microsoft Office Suite 365 (Word, Excel, PowerPoint), Change Management, VPN, Wireless, Active Directory, Application Delivery, Ethernet, Genesys Software, Teams Phones, TeamDynamix, OSPF, VLAN, Cable Pulling. Configuration of Switches and Access Points, VoIP, Unified Communications,

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Don't be afraid to give up the good to go for the great.
John D. Rockefeller

Timeline

Network and Communications Specialist

Fayetteville State University
08.2022 - Current

Help Desk Analyst 1

Fayetteville State University
09.2021 - 08.2022

Computer Technician | Consultant

Independent IT Professional
01.2019 - 01.2020

Administrative Coordinator

Family Readiness Group
01.2011 - 01.2013

Shift Manager

IHOP
02.2009 - 10.2009

ITIL 4 Certification -

CompTIA A+ 220-1001 -

CompTIA Network+ N10-008 -

CompTIA Security+ SYO-601 -

CCNA 200-301 -

Bachelor of Science - Network Operations and Security

Western Governor University

AWS Cloud Practitioner -

Associate of Information Technology - Network Administrator

Fayetteville Technical Community College

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Chantelle Morehead