KAREN R. MCMILLAN
Network Support Specialist
Clinton,MD
Summary
IT SPECIALIST Technical Support | Customer Support | Software Troubleshooting Results-oriented and adaptable IT operations professional with experience in customer service, technical support, PC maintenance, and system administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality. Areas of expertise include: Help Desk Ticketing Systems Problem Diagnosis Technical Troubleshooting Phone & Online Support Office 365 Support Emotional Intelligence Customer Service Complaint Handling Software Installs
Overview
15
15
years of professional experience
1
1
year of post-secondary education
Work History
Network Support Specialist
World Bank Group, Bank Fund, Federal Credit
01.2018 - Current
- As Project Manager for the pc refresh in 2019, I successfully lead a team of 10 technical professionals in the planning, implementation, and execution of upgrading Dell pcs for 300+ Bank Fund Staff FCU employees
- Manages competing demands between network management, desktop support, and systems administration for users
- Responsible for equipment evaluation and acquisition
- Create and link Group Policy Objects (GPO) in Active Directory
- Add Windows 10 client machines to Windows Server 2016 domain
Service Desk Coordinator
World Bank Group, Bank Fund Staff Federal Credit Union
05.2017 - 01.2018
- Provided professional end-user support and training in the areas of Help Desk
- Worked with both Footprints & RemedyForce for ticket tracking
- Diagnosed and resolved user’s pc and printer issues
- Created, modified, and deleted user accounts via Active Directory
Funds Transfer Analyst
World Bank Group, Bank Fund Staff Federal Credit Union
06.2008 - 05.2017
- Performs preliminary and final functional performance testing for new or upgraded systems/applications
- Assists with department projects to increase income, reduce costs, and manage risks related to wire transfers, services, and operations
- Assists with the collecting and input of data for the Compliance manager
- Performs all other miscellaneous responsibilities and duties as assigned
Education
Business Administration And Management
Bowie State University
Bowie, MD 08.1985 - 12.1986
CompTIA Security+ Certification Training CompTIA Network+ Certification Training CompTIA A+ Certification Training - undefined
High School Diploma -
OXON HILL HIGH SCHOOL
Oxon Hill, MDSkills
- TECHNOLOGY PROFICIENCIES
- Ticketing:
- RemedyForce, Jira, & Footprints
- Software:
- Active Directory, Microsoft Office 365 & Azure
- Browsers:
- Google Chrome, Microsoft Edge, Mozilla Firefox
- Networking:
- LAN, DHCP, VPN, DNS
- Platforms:
- Windows 10, MacOS, Android, iOS, Chrome OS
- Fault Isolation
- Page Layouts
Additional Information
- , Recipient of the Service Excellence Award for 2021 Recipient of the Help Hands Award for 2013
Timeline
Network Support Specialist
World Bank Group, Bank Fund, Federal Credit
01.2018 - Current
Service Desk Coordinator
World Bank Group, Bank Fund Staff Federal Credit Union
05.2017 - 01.2018
Funds Transfer Analyst
World Bank Group, Bank Fund Staff Federal Credit Union
06.2008 - 05.2017
Business Administration And Management
Bowie State University
08.1985 - 12.1986
CompTIA Security+ Certification Training CompTIA Network+ Certification Training CompTIA A+ Certification Training - undefined
High School Diploma -
OXON HILL HIGH SCHOOL
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