Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

NICHOLE PEARSON

Upper Marlboro,Maryland

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

26
26
years of professional experience

Work History

Helpdesk Specialist

NEIGHBORHOOD REINVESTMENT
11.2003 - Current
  • Duties include supporting 250 network users, assisting users with various software applications, imaging PC’s and Laptops, and unlocking and resetting passwords Support hardware devices such as: HP and Tektronix Printers, PDA’s, IBM laptops and desktops
  • Troubleshoot various WAN/LAN network issues
  • Use Active Directory to manage and maintain user accounts
  • Change and Maintain Bright Star Tape Backup System
  • Manage various file and print servers running Windows Server 2000
  • Resolve Tier 1 and Tier 2 tickets using Magic Service Desk
  • Main support for Training Institutes
  • Responsible for keeping track of inventory for computer equipment Responsible for and maintaining Sprint Wireless cards
  • Set up Treo's for real time e-mail Managed department documentation through Microsoft SharePoint 2001 Intranet solution Aided in implementation of Microsoft SharePoint 2003 Intranet solution by cataloging and uploading network documents Aided users in using and troubleshooting SharePoint 11

Helpdesk

ROBERT HALF INTERNATIONAL
03.2003 - 11.2003
  • Updated national database
  • Ghost image machines.
  • Delivered helpdesk service and support to customers.
  • Streamlined helpdesk operations, providing timely technical support to end-users
  • Expedited problem resolution through effective communication with helpdesk support teams.
  • Enhanced helpdesk ticketing system, resulting in 75% reduction in support call turnaround time

Computer Technician

CORNING INCORPORATED
10.1999 - 09.2002
  • Set up workstations for approx
  • 200 end users at Benton Park, PA
  • Manufacturing Facility
  • Replaced motherboards, Hard drives, CD-ROM, Video Card, riser card, memory, on Gateway and Compaq computers and laptops
  • Served as the initial point of contact for resolution of network and connectivity problems.

Computer Technician

CORNING INCORPORATED
10.1999 - 09.2002
  • Troubleshot, searched, diagnosed, documented and resolved technical issues surrounding windows NT, Windows 2000 Professional, Windows 98, and Windows 95
  • Cross-trained 2 desktop support technicians on IT software, Clarify, Tabware, and regular duties of the desktop technician
  • Responsible for installation and maintenance of Gateway & Compaq hardware and software
  • Successfully resolved hundreds of issues monthly without escalating to a higher tier
  • Managed upgrades and patches to Windows 98, NT 4.0, 2000, Nav, and I.E
  • Wrote instructional pamphlets for various departments to improve productivity environment
  • Installed Agilent Phones, punched down lines and entered names and numbers into system.

Computer Operator (Contract Position)

DRESSER-RAND, INC.
09.1999 - 10.1999
  • Responsible for completing computer backup on Netfinity Systems
  • Transferred ADMS tape drives
  • Produced 3rd shift reports
  • Monitored server and server functions.

MIS Operator, 2nd Shift Supervisor (Contract Position)

AMES DISTRIBUTION CENTER
09.1998 - 09.1999
  • Backed up the database for the week, using AS400, a full maintenance save
  • Generated and printed reports and collated labels
  • Troubleshot problems with RF scanners and printers
  • Wrote SQL queries to extract information from database.

Computer Instructor

ECONOMIC OPPORTUNITY PROGRAM
12.1998 - 05.1999
  • Instructed students on Internet research techniques, where and how to use URL’s, to use WordPerfect, locate files, to use wild cards when searching a file, and to save
  • Troubleshot printer problems and network problems, resolved software connection issues, connected software programs throughout the network
  • Installed software, Corel office, upgraded files, installed Windows Operating System for computers that had crashed.

Education

Associate of Science - Computer Systems Technology

Corning Community College
Corning, NY
05.1999

Skills

  • Report creation
  • CRM Software
  • Customer Education
  • Technical Support
  • Network Troubleshooting
  • Software: Microsoft Office 365 suite including SharePoint Portal Server 2019 and Office Project
  • Adobe Reader, Auto Cad, Volvo Viewer, Clarify
  • Norton Antivirus (Manage), PCAnywhere90-10, Internet Explore 40-60, Active Directory, Free Hand 10,Open VAX, Promis, Winzip, Goldmine, Labview, Oracle 80, Solid Works ,Reflections, TCP\IP, Symantec Ghost imaging, Magic, VPN, Remote Access Terminal Server, Microsoft SharePoint Portal Server 2001, 2003, and 2007 and Active Directory
  • Hardware: Dell, Gateway, Compaq, IBM, Lenovo desktops\laptops HP Printers
  • OS: Windows11, 95, 98, NT 40, 2000 Professional, XP Professional

References

PERSON AND PROFESSIONAL REFERENCES PROVIDED UPON REQUEST

Timeline

Helpdesk Specialist

NEIGHBORHOOD REINVESTMENT
11.2003 - Current

Helpdesk

ROBERT HALF INTERNATIONAL
03.2003 - 11.2003

Computer Technician

CORNING INCORPORATED
10.1999 - 09.2002

Computer Technician

CORNING INCORPORATED
10.1999 - 09.2002

Computer Operator (Contract Position)

DRESSER-RAND, INC.
09.1999 - 10.1999

Computer Instructor

ECONOMIC OPPORTUNITY PROGRAM
12.1998 - 05.1999

MIS Operator, 2nd Shift Supervisor (Contract Position)

AMES DISTRIBUTION CENTER
09.1998 - 09.1999

Associate of Science - Computer Systems Technology

Corning Community College

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