LOLA PETERSON
Bronx,NY
Summary
Responsible and detail-oriented IT Support Technician with excellent troubleshooting, customer service and analytics skills coupled with more than 20 years of experience. Highly effective, organized and dependable individual experienced in analyzing issues, finding effective solutions and managing multiple team priorities. Offering engaging and pleasant personality with expertise building customer relationships.
Overview
18
18
years of professional experience
Work History
Computer Associate Software Technician
Fire Department of New York City
10.2017 - Current
- Enhanced equipment performance by conducting regular maintenance and troubleshooting tasks on Citywide FIRE MS W10 systems upgrades and patching related software remotely using Ivanti Management Console
- Collaborated with cross-functional teams to ensure timely completion of complex projects. Partnered with third-party vendors Accenture, Purvis, DoITT and FDNY Bureau of Communication Dispatch unit, with implementation of the new core mission critical custom-built computer-aided dispatch FireCAD system from retired STARFIRE system and continual monitoring of daily quality assurance on application practices and functionality
- Provides onsite technical support to Bureau of Communications Training unit for FireCAD and Dispatcher user trainings
- Provide second level end user support and document resolution on escalated call logging Service Desk tickets. Optimized system performance through thorough testing, analysis, and adjustments as needed.
- Assisting with EMD Windows 10 software upgrade including pc hardware replacements, imaging, scripting and deployment
- Responsible for installing, configuring, deployment and support of FIRE/EMS applications/hardware at HQ/ 24/7 call centers
- Support the Bureau of Communication Dispatch unit as technical lead in PC Tech Refresh projects at 24/7 call centers
- Provided remote phone support with staff scheduling for COVID 19 vaccine appointments at various FDNY locations
- Performed as one of the technical leads for the Active Directory Windows 10 upgrade migration project from Novell
- Provide in-person technical support for EMD staff for Dispatch/CAD applications during several offsite NYC Special Events
- Assisted with field technicians on Panasonic CF-20 Toughbook’s upgrade project
- Provide exceptional customer service while working with other department team members when analyzing complex software, hardware and network related issues.
- Reduced downtime for machines through proactive identification and resolution of technical issues.
Desktop Support Special Project Team Leader
NYC Administration for Children’s Services
05.2006 - 10.2017
- Special Project Team leader who worked closely with the Director of Desktop Support, executive management and outside vendors in the project planning, scheduling, implementing and completion on various agency-wide projects assigned by the Associate Commissioner of Services Support and Infrastructure Management
- Boosted team productivity by providing focused direction, clear expectations, and regular performance feedback. Worked with a team of several technicians on various OIT agency wide projects including currently MS Windows 10/Office 2013 Dell pc refresh upgrades
- Enhanced project efficiency by streamlining communication and implementing effective resource allocation strategies. Reduced project completion time through diligent monitoring of progress and prompt resolution of roadblocks
- Responsibilities included overseeing coordination and completion of agency wide staff site location moves/changes of approximately 7000 staff yearly, with assistance from OIT departments including Desktop Support, Telecomm, Facilities and Move liaisons for accurate completion
- Responsible for monitoring, creating and updating IT-related tickets along with daily and weekly reports using ManageEngine Service Desk Plus software which helps to manage approximately OIT staff members servicing over 6500 users located at over 40 sites. Maintained integrity and update inventory of 19000 assets
- Provided various procedural documentation, meetings, conference calls and daily analytical status reports
- Coordinated and conducted Citywide classroom software training for the user community
- Other projects included agency-wide Inventory, Enterprise PrintSmart Management with Xerox, Data Center migration, PC/laptop system upgrades, hardware rollouts, MS Outlook Email migration
- Database and reporting managed using MS Access custom built database and MS Project software
- Provided user community remote support using Bomgar Representative Console software
- Provided leadership for Desktop Support Wireless team responsible for mobile devices (Smartphones, cellphones, laptops/Ipads/tablets) inventory, tracking, activation, assigning, resetting/and restoring, decommissioning and database maintenance
- Oversee staff scheduling and training of Office of Information Technology Asset Management customer service window
- Approve staff weekly timesheets and conduct annual staff evaluations ensuring subordinates meets the City of New York standard guidelines
- Consult personnel and conduct employee interviews
- Assisted in agency merger between ACS and DYFJ (Dept Of Youth and Family Justice) with staff training, pc swaps, and user desktop setups.
- Improved client satisfaction with timely delivery of high-quality results, achieved through meticulous attention to detail.
Education
Bachelor of Science - Computer Information Systems
East Carolina University
Greenville, NCSkills
- MS Windows OS 10/11
- Microsoft 365/Office/Outlook
- MS Edge/Chrome/Firefox
- MS Teams/Zoom
- MS Sharepoint
- VMware Horizon Client/VDI/Remote Desktop
- Ivanti Management Console/LanDesk Remote
- Trellix Agent
- Timbuktu for Windows
- LogMeIn Remote Support
- ServiceNow Ticketing System
- Active Directory
- Microsoft Ghost/Acronis True imaging
- VM Airwatch Agent
- Java
- Adobe
- SAP
- Citrix Connections
- TCP/IP
- DHCP
- DNS
- LAN/WAN
- Routers
- Switches/hubs/network cabling
- HP/Dell/Panasonic pcs/laptops/Toughbooks
- Xerox/HP/Dell multifunction devices
- Samsung/Apple mobile devices
- Issue Analysis
- Operations Monitoring
- Customer Service
- Quality Control
- Troubleshooting
- Issue Resolution
- Six Sigma Methodologies
- Technical Support
Accomplishments
- Received 2015 Outstanding IT Service and Support Award from NYC Technology Forum
- Lean Six Sigma White Belt Certified from DCAS Citywide Training Center
- Certified from DCAS Citywide Training Center for completion of Essential for Successful Project Management
- ITIL foundation Certified in IT Service Management
- Microsoft Certified Systems Administrator
- Microsoft Certified Professional
- CompTIA Network+ Certified Professional
- Security+ Certified Professional
Timeline
Computer Associate Software Technician
Fire Department of New York City
10.2017 - Current
Desktop Support Special Project Team Leader
NYC Administration for Children’s Services
05.2006 - 10.2017
Bachelor of Science - Computer Information Systems
East Carolina University