JADE HENDRICK

• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Documented transactions and support interactions in system for future reference and addition to knowledge base.
• Configured hardware, devices and software to set up work stations for employees.

• Veeam Support Engineer.
• Build VM environments with in house lab to mimic issues for test DR events with Veeam products.
• Support of VMware, Hyper-V environments.
• Actively stay up to date with latest Veeam technologies. Studying for VMCE.
• Backup and data protection.
• RAID support.

• Provide excellent customer service quickly and efficiently for various applications including but not limited to: EPIC, Meditech, IMPAX, Citrix XenApp Farm / Director, Cherwell Service Management, Microsoft System Center Configuration Manager, Vsphere VM management console.

Sophos Safeguard Management Center, Call Pilot, Form Fast, API, McKesson, Midas, SharePoint, Microsoft Office, RSA Adaptive Authentication (Tokens), Clinical Access, Crystal Reports, Whats UP Gold, VMware Maintenance, Active Directory, Cisco Unified CM Administration.
• Infrastructure Management Operations Center duties. Incident management.

• Maintain Help Desk operator performance quota.

• Maintain highly accurate trouble tickets entries in the Help Desk software system while reviewing and guiding Help Desk Analyst in accomplishing these tasks.
• Applications interface support / Openlink. Resolving backlogs on a daily basis.
• Develop and maintain new and creative methods for distributing Help Desk solutions to the end users, striving for a high satisfaction level of customer service.

• Maintain Help Desk operator performance quota.
• Maintain highly accurate trouble tickets entries in the Help Desk software system while reviewing and guiding Help Desk Analyst in accomplishing these tasks.
• Participate in access management activities supporting IT Security Operations.

• Group Policy Creation/Troubleshooting.
• User password resets, user creation and deactivation, user group membership management.
• Responsible for day to day administration and support of company's laptop and desktop personal computers and peripherals.
• Experienced with assistance with document capture software.
• Routine remote log-in for malware, ransomware, virus removal, security updates scans.
• Support of Windows client/server OS problem diagnosing, including network connectivity issues resolution.
• DOS proficient.
• Monitor trouble tickets and prioritize problems based on business impact.
• Fulfillment of hardware, new hire and move requests.
• Provide support for VMware and other desktop applications.
• Follow and maintain corporate and department standards and polices.
• Assist in supporting and troubleshooting business applications and software used by desktop clients and call centers within supported customer's scope.
• Escalations specialist for CT assigned Code Blue resolution.
• Maintains and gains knowledge and competency in related Microsoft technologies.
• Special projects from management will be assigned out and individual tasks will be assigned and worked to resolution.
• Provide leadership and guidance to Desktop Support I position.

• Receives incoming calls and resolves customer questions and problems in accordance with company guidelines.
• Operates cash register to total customer purchases.
• Prepares retail and mail order returns, as well as will calls, layaways, rush orders and other special orders.
• Completes paperwork for holds, hard copies, shipping firearms, and other related paperwork.
• Performs other duties as assigned by management.
• Team player and have the ability to pay close attention to detail.
• Effectively communicate with customers and other business contacts in a courteous and professional manner.
• Skill in operating personal computer, various software packages and retail computer information systems.

• Complete backups performed: ending of sub-systems; initializing of tapes; Back-up monitoring and start of sub-systems.
• Assisted help desk with end user support.
• Unix - Complete backups for production systems on AIX RISC 6000 and Data General Machines.
• VM 3480/3490 tape backups.
• VSE/ESA complete batch cycle runs.
• Live updates; re-orgs; and IPL's performed as scheduled.
• Daily data file transfers, postings and JCL updates.
• (Left industry to become full time Realtor.).

• AS/400 operations and end user support of government officials and employees.
• Citrix server support.
• Duties included: shadow, troubleshooting, resolution of issues related to network printers, software, hardware, and user profiles.

• Portables end user support.
• Hardware and software support of all Dell system products.
• Daily debug; f-disk, format, and OS installs.
• Troubleshooting and resolution of all Windows 95, 98, 2000 and NT peripherals.
• Technical Assistance-Help Desk.
• MSN-Microsoft Internet Access Technical Assistance Center.
• Troubleshooting and resolution of issues for MSN-ISP customers nationwide.
• Routine configuration of customers' operating system and connectivity requirements including: reinstallation of dial-up networking, TCP/IP, modem settings, and file extractions.
• Detailed step by step direction of customers through fixes requiring strong communication and interpersonal skills.

• Maintain operation of VM/VSE, AS/400 and MVS.
• Co-ordination of assigned solve and service requests' resolved in order of severity in fast paced high volume environment.
• Master console operations of (4) VM/VSE systems including: complete batch processing, backups, and system ipls'.
• Monitor and operations of (43) logical partitions including: daily routine of ipls' due to Y2K testing.

• Operations of IBM 4381, and ES9000 in VSE environment.
• Routinely worked with all connected devices: printers, terminals, modems, data lines, controllers, and PC's;.
• Complete systems shut downs and initializations;.
• System backup, generation and production of cycle for distribution;.
• Help Desk problem handling, coordinated with customers, long distance data companies, technicians, and programmers in resolving immediate problems.
• Projects included assemble, configure, and prepare terminals, printers, Irmas, modems, and other necessary equipment for new offices;.
• Assisted on numerous systems hardware upgrades and complete relocation of all devices.
• High school diploma.