Kim Stone
Information Technology Professional
Mountain City,TN
Summary
Qualified Advanced Technical Support Specialist with 22 years of helpdesk and customer service experience. Provides comprehensive Windows desktop, Windows Server, and Technical support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
20
20
years of professional experience
10
10
years of post-secondary education
6
6
Certifications
Work History
Technical Support Specialist II
Innovative Technology Solutions
Lebanon , United States
07.2010 - 07.2021
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Tracked computer equipment, and peripherals using Remedy and Asset management system in excel.
- Setup and Maintained computer system images using SCCM, Ghost, & Aomei systems.
- Trained Users on Basic Computer skills.
- Active Directory User support, Group Policies, Scripting using SCCM
- managed and monitored Remedy ticket system.
IT Support Generalist
FUJIFILM Dimatix, Inc.
Lebanon, New Hampshire
07.2006 - 07.2010
- Wrote user documentation to provide users and clients with clear and accurate instructions for common problems and questions.
- Conferred with staff and management to determine system needs.
- Maintained active directory to build user network profiles, reset passwords and unlock accounts.
- Used call tracking system to maintain records of service calls and actions taken.
- Reduced deployment time for new computers from weeks down to one to two days.
- Performed desktop support to over 250 employees in person, and by phone.
- Provided software training on an individual and small group basis withing a classroom setting.
- Played a key role in ensuring a proficient workforce and significantly reducing system downtime.
- Built and maintained Imaging system using Symantic Ghost software.
- Excellent troubleshooting and logical problem-solving skills.
IT Support Specialist
SUSS Microtec, Inc.
Waterbury Center, Vermont
01.2000 - 05.2005
- Troubleshoot, repair, maintain, install, and perform testing activities on various computer equipment, peripherals, data communication, and computer network systems.
- Configure and set up servers to work with various programs. Ensure server backups are performed and successfully completed on a regular basis.
- Prepare and submit vendor warranty claims, parts, and documentation associated with warranty repairs (with authorization from vendors).
- Install and maintain network hardware and software, including servers, peripherals, switches, routers, workstations, printers, and wiring on the network.
- Install new software applications or hardware on the LAN, coordinating assistance from third parties when necessary.
- Add and maintain users on the network; assigning application access, ensuring security, and maintaining their configurations are within standards.
- Fabricate cables for use in interfacing peripherals with computers, other peripherals, and networks.
Education
Bachelor of Science - Information Technology/Business
Castleton University
Castleton, VT 05.1995 - 12.2000
Networking Professional Certificate - Computer Networking And Telecommunications
Champlain College
Burlington, VT 01.2010 - 12.2013
Skills
System Provisioning
Performance Optimization
Desktop Component Repair
Software Debugging
Desktop support
Technical issues analysis
Remote IT Implementation
Data Retention Deployment
Issue troubleshooting
Technical documents comprehension
Microsoft Outlook
Adobe and Adobe Flash
PC component diagnostics
Technical Support
Microsoft Office Specialist (MOS) Expert
Network diagnostics
Support scenario generation
Complaint resolution
Wide-area Networks
Application support
Account management
Staff education and training
Ticket support system management
Windows 10
Certification
Veritas Backup Exec for Windows Servers
I love Gardening, Sewing, Boating, and going Camping. I am a dedicated foster parent for 35 years.
I find gardening and sewing very peaceful actives, and Boating and Camping are my favorite vacationing actives.
I dedicated my life to working with foster children. I started in 1987 working with drug addicted babies. In 1995 I started working with troubled teenage girls. I cared for 150+ foster children in about 35 years.
Timeline
Technical Support Specialist II
Innovative Technology Solutions
07.2010 - 07.2021
Networking Professional Certificate - Computer Networking And Telecommunications
Champlain College
01.2010 - 12.2013
IT Support Generalist
FUJIFILM Dimatix, Inc.
07.2006 - 07.2010
IT Support Specialist
SUSS Microtec, Inc.
01.2000 - 05.2005
Bachelor of Science - Information Technology/Business
Castleton University
05.1995 - 12.2000