Piper Sterling
Edmond,OK
Summary
IT professional with extensive experience at Sienna Systems Corporation, specializing in technical support and troubleshooting. Demonstrated expertise in Active Directory management and exceptional customer service delivery. Strong problem-solving skills and meticulous documentation practices enhance operational efficiency and client satisfaction. Recognized for leadership in team collaboration and effective project management.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Tier III Application / Tier I-III Hardware Analyst
Sienna Systems Corporation
06.2023 - 01.2024
- Company Overview: NTIS contractor
- Provide 2nd and 3rd level technical support to the end-user community
- Interact with clients in a courteous and professional manner
- Perform Active Directory and related functions
- Expertise in TCP/IP, general networking, and infrastructure products
- Working knowledge of SCCM, software, and imaging
- Experience with configuring, troubleshooting, and servicing Dell and HP laptops/desktops, thin clients, printers, Xerox, and Ricoh copiers
- NTIS contractor
IT Technician Mobile, U.S. Securities and Exchange Commission
NTT DATA
02.2023 - 06.2023
- Company Overview: Security Exchange Commission
- Provide IT support for complex issues, acting as an escalation point for level 1 and 2 technicians
- Responsible for technical end-user support for iPhones and iPads
- Familiarity with AirWatch and RSA Security Console
- Experience with the device enrollment program (DEP) and Apple Configurator
- Security Exchange Commission
Tier 2 Help Desk
Iron Bow Technologies
07.2022 - 02.2023
- Company Overview: United States Holocaust Memorial Museum (Contractor)
- Answer calls into the help desk, create customer tickets in ServiceNow
- Assist with monitoring the incoming ticket queue
- Coordinate logistics and movement of assets/equipment
- Provide 'white glove' service for executive leadership/VIPs
- Experience with desktop infrastructure, LAN/WAN, AD, and 3rd party software
- United States Holocaust Memorial Museum (Contractor)
Outbound Service Desk Representative
Iron Bow Technologies
02.2020 - 07.2022
- Provide outbound call support to veterans for telehealth and digital health solutions
- Instructed Veterans how to set up I Pads over the phones
- Focus on delivering a white glove customer experience
Desktop Support Technician II
Sunrise Senior Living
12.2018 - 08.2020
- Provide 2nd and 3rd level technical support to end user community, Interact with clients in a courteous and professional manner
- Configured over 200 windows 10 computers and installed and shipped computer equipment along with peripheral ordering and tracking multiple orders
- Troubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guides, ability to troubleshooting Office 365
- Providing detailed documentation of all tasks, troubleshooting steps and status of incidents
- Setup video-conference, audio-visual equipment, and other electronic devices for events Provide basic mobility support on iOS and Android smartphones and tablets
- Perform Active Directory related functions, as appropriate, under the local IT access rights (e.g
- Create and update access permissions) Perform SCCM related functions
- I have provided TCP/IP and general networking issues, checking network connectivity, check switches and routers for conflicts; work with basic infrastructure products and basic networking products
- I have working knowledge with SCCM and software and imaging
- Windows 10, Sharepoint and Desktop migration experience
- Working experience in the Citrix environment, as well as troubleshooting issues related to connectivity, session printers, and application access
- Asset Management system configuration and management (PeopleSoft)
- I have provided updated knowledge base documents
- I provided documents on security procedures using Duo
- Showing my team members how to access and trouble shoot issues with access to the VPN and Duo
User Support II FAA
Chickasaw Nation Industries
08.2020 - 02.2020
- Provide 2nd and 3rd level technical support to end user community, Interact with clients in a courteous and professional manner
- Perform Active Directory related functions, as appropriate, under the local IT access rights (e.g
- Create and update access permissions) Perform SCCM related functions
- I have provided TCP/IP and general networking issues, checking network connectivity, check switches and routers for conflicts; work with basic infrastructure products and basic networking products
- I have working knowledge with SCCM and software and imaging
- Working knowledge configuring, troubleshooting and servicing Dell laptops and desktops, and HP laptops, desktops, thin clients and printers; as well as working with Xerox and Ricoh copiers
- Experience changing out laptop components (hard drives, processors, motherboards, memory, displays & bezels, keyboards)
Desktop Support Technician
Rite Hire
07.2018 - 12.2018
- Company Overview: Contractor for Swift
- Provide 2nd and 3rd level technical support to end user community, Interact with clients in a courteous and professional manner
- Configured over 150 windows 10 computers and installed
- Perform Active Directory related functions, as appropriate, under the local IT access rights (e.g
- Create and update access permissions) Perform SCCM related functions
- I have provided TCP/IP and general networking issues, checking network connectivity, check switches and routers for conflicts; work with basic infrastructure products and basic networking products
- Contractor for Swift
Desktop Support Technician
NTT DATA Services
11.2017 - 06.2018
- Company Overview: Contractor for World Bank
- Configured over 150 windows 10 computers and installed
- Install computer equipment, peripheral equipment, and other personal computing devices
- Communicate updates on issues in a timely manner to ensure client satisfaction and productivity Provide on-the-spot training to clients
- Contractor for World Bank
Desk Support Project Lead Technician
Desk Support Project Lead Technician
12.2016 - 10.2017
- Company Overview: peak (AARP)
- As a project Lead I was in charge of 7 employees and gave them tickets to work on docks to deploy and to help with installing software on the computers
- As part of Project I help deploy over 2000 computers
- Provisioned laptop hardware, imaged, encrypted, deployed and trained users on system
- Provided technical support to users on this project
- Tracked asset inventory and participated in Project team milestones and delivery commitments
- Tracked and updated and resolved tickets in SNOW (Service Now)
- Provided Knowledge base articles for the Windows 10 environment
- Installed programs via share drives and SCCM
- Confirmed and added groups in Active directory for the PGP encryption and VPN access with cisco anyconnect – configured users in PGP encryption and skype for business and office 365 and one drive
- Peak (AARP)
Desktop Beta Migration Support Technician
The Judge Group
11.2016 - 05.2017
- Company Overview: AARP - Desktop Beta Migration Support Technician
- I began performing laptop imaging and deployment for windows 10
- Installing and configuration and deployment of systems and provide overall technical support to Windows pilot users on a daily basis
- Troubleshoot PC’s (software and hardware), Networking (LAN, WAN, VPN, etc.), VOIP phones, printers, scanners, analog fax, email, etc
- Working with SCCM, O365, and MS Office Suite products
- Microsoft USMT tool to transfer data
- AARP - Desktop Beta Migration Support Technician
Deployment Technician
Medix IT
11.2016 - 02.2017
- Company Overview: Deployment Technician-Inova systems
- Inventory existing PCs locations, type, peripherals etc
- Deploy Windows 7 machines, install printers, and install standard healthcare peripherals, zebra printers
- Signature pads, barcode scanners
- Assist users with copying files from old devices to the network, able to follow documented instructions for either software/hardware installations
- Deployment Technician-Inova systems
Hardware Tech II
TEKsystems
03.2016 - 09.2016
- Company Overview: Department of Transportation (Federal Aviation Administration)
- Key responsibilities include serving as a Life Cycle Management Hardware support specialist, a IT customer support contractor within the Department of Transportation team
- Delivering Tier I/ Tier II and network support to a diverse, Air Traffic Office and personnel customer community of 2000+ users
- Provides assistance in the Office of Chief Information Officer in various support capacities; included but not limited to, research and analysis on new P/C workstation equipment, software, and/or communications to ensure network capability, testing applications to ensure functionality in the current network environment, desktop hardware maintenance and configuration, equipment management and inventory, network and communication system support, user support and documentation
- Representative IT customer support team member in ATO & ATCC team and staff meetings; working closely with ATO team leads and managers for special projects, research and oral communication of lessons learned, facts and ideas to individuals and teams
- Uses sound judgment to generate and evaluate alternatives and make recommendations based on client environment
- Diagnose issues with attention to detail; thorough when performing work and conscientious about resolving hardware, software, integration or configuration related issues working with clinical and internal staff, both on-site and telecommuting
- Manage Service Level Agreements, including documentation of Lifecycle Cycle Management (LCM) best practices
- Working with project teams to develop, engineer and implement defined technical activities, such as distributing new personal computers, in accordance with established guidelines, procedures and optimal performance standards
- Provide advice, assistance and training to customer community on system and products to eliminate recurring errors for systems/products
- Escalates issues or concerns as appropriate
- Recommends changes to procedures, software deployment and processes; implements as approved and consistently achieves organizational and team objectives
- Collaborative, team player with ability to interpret customers' verbal and nonverbal cues taking into account the audience (administrative staff, pilots, air traffic controllers, professional staff) and nature (technical, sensitive, controversial) to respond appropriately with recommendations, follow up and delivery of products and services
- Implement and adhere to best practices for the configuration, administration, and troubleshooting all components of the SharePoint architecture
- Department of Transportation (Federal Aviation Administration)
Tier 1 Technician
Nuaxis Innovations
12.2014 - 10.2015
- Company Overview: Department of Labor IT Enterprise Service Desk
- Responsible for answering the phone and responding to e-mails to assist Department of Labor employees with troubleshooting computer and network related issues
- Responsible for following up with customers on assigned tickets, Responsible for distributing e-mails from customer to the team
- Responsible for distributing tickets to the team for customer follow up Mapping network printers and installing local printers, Used Gotoassist Pro for remote sessions
- Experience with Citrix environments, Experience with RSA tokens and RSA administration console
- Experience with Blackberry Enterprise Server, Worked with Active Directory to unlock accounts, reset passwords, modify distribution lists, and modify resource mailboxes Experience the Remedy ticketing system
- Department of Labor IT Enterprise Service Desk
NSC Technical Specialist I
Cox Commutations
07.2013 - 09.2014
- Receives incoming calls from commercial customers for technical support
- Diagnoses and resolves customer technical support issues with emphasis on serving in a professional and courteous manner
- Cable Modem Provisioning/Troubleshooting, IP and DNS management and troubleshooting, E-mail set-up troubleshooting, Plant and network problem trending, PC/MAC troubleshooting including TCP/IP and hardware problem troubleshooting, Fiber/HiCap troubleshooting, Metro-Ethernet troubleshooting, Webhosting, CBOB, CBSS and other network+ related issues
- Assists with other tasks assigned as needed, to improve the delivery of service to customers
IT Consultant/Device analyst support/ IT Warehouse new Pc deployment/Data center support
Oklahoma City, USA
03.2012 - 07.2013
- Company Overview: Integris/ TekSystems Contractor
- Support and update computers with current software and drivers
- Replace hardware, video cards and hard drives
- Recover lost information off the hard drive
- Install Printers and scanners, Update drivers
- Work on incoming email and log tickets with issue with email and online storage
- Update the computers to windows 7 and check access to programs with Active Directory
- Interact with staff and answer questions regarding issues with printers and scanners
- Support the data center in upkeep of servers and software
- Access to the Outlook servers and PeopleSoft documents
- Updated employee’s access to the building and pc
- Monitored secure areas
- Integris/ TekSystems Contractor
Help Desk Support Associate
Help Desk Support Associate
09.2011 - 03.2012
- Company Overview: OGE IT/ TekSystems Contractor
- Provides front line technical support and expertise associated with monitoring, troubleshooting, diagnostics, and problem resolution and security administration on technology related customer requests
- Provides technical support on Microsoft Office and other supported applications as well as network and application security administration
- Responsible for continuous monitoring of critical IT systems, initial diagnostics, coordination and tracking of overall problem resolutions
- Isolates, coordinates and resolves performance problems utilizing a variety of hardware and software diagnostic tools and techniques
- Creates work tickets to ensure proper tracking, prioritization and escalation of technical problems and requests
- Coordinates work schedules for technical support team in order to most effectively meet the demands
- Migrated 3000 pc and 2000 user account to new domain
- OGE IT/ TekSystems Contractor
Help Desk Analyst I
Help Desk Analyst I
11.2010 - 03.2011
- Company Overview: Farmers / Contractor GDH
- Provides basic help desk support for problems related to hardware, software, network/mainframe connectivity
- Initiates, escalates or resolves problem tickets and/ or service requests
- Troubleshoots and resolves technical problems, escalates to support resources
- Closure to problem ticket/ service requests while meeting or exceeding defined service level expectations
- Documenting the issues, and dealing with Help Desk issues a timely, accurate, and professional manner
- Records problems in order to communicate with and properly utilize 2nd and 3rd level support resources
- Farmers / Contractor GDH
Technical Support
Technical Support
11.2009 - 04.2010
- Company Overview: Dell /APEX Contractor
- Responsible for providing telephone/email/ and remote diagnostic technical support of hardware, systems, sub systems and/or applications for customers
- Answers questions about installation, operation, configuration, customization, and usage of assigned products
- Verifies warranty entitlement
- Dell /APEX Contractor
Education
High School Diploma -
Overland High School
Aurora, CoSkills
- Technical support and troubleshooting
- Active Directory management
- SCCM administration
- Device configuration
- Customer service excellence
- Problem solving and analysis
- Attention to detail
- Time management
- Documentation and reporting
- Team collaboration
- Client communication strategies
- Asset management
- Training and mentoring
- Effective communication
- Process improvement
- Quality assurance methodologies
- Multitasking proficiency
- Adaptability and flexibility
- Presentation development
- Project management expertise
- Leadership experience
Certification
- Public trust granted
- Microsoft Outlook certificate obtained 2014
Volunteer Experience
- St. Luke’s Methodist Church, OKC, Volunteer Committee Team Lead for FAA Community Service effort at Regional Food Bank, OKC
- Walk for Alzheimer’s 2014 OKC, Participant
- Manassas Rocks, Participant
Professional Development
Training new employees, numerous intra-company training for software, hardware and data base management, customer handling skills, desktop tools, and technical training on company specific products.
Timeline
Tier III Application / Tier I-III Hardware Analyst
Sienna Systems Corporation
06.2023 - 01.2024
IT Technician Mobile, U.S. Securities and Exchange Commission
NTT DATA
02.2023 - 06.2023
Tier 2 Help Desk
Iron Bow Technologies
07.2022 - 02.2023
User Support II FAA
Chickasaw Nation Industries
08.2020 - 02.2020
Outbound Service Desk Representative
Iron Bow Technologies
02.2020 - 07.2022
Desktop Support Technician II
Sunrise Senior Living
12.2018 - 08.2020
Desktop Support Technician
Rite Hire
07.2018 - 12.2018
Desktop Support Technician
NTT DATA Services
11.2017 - 06.2018
Desk Support Project Lead Technician
Desk Support Project Lead Technician
12.2016 - 10.2017
Desktop Beta Migration Support Technician
The Judge Group
11.2016 - 05.2017
Deployment Technician
Medix IT
11.2016 - 02.2017
Hardware Tech II
TEKsystems
03.2016 - 09.2016
Tier 1 Technician
Nuaxis Innovations
12.2014 - 10.2015
NSC Technical Specialist I
Cox Commutations
07.2013 - 09.2014
IT Consultant/Device analyst support/ IT Warehouse new Pc deployment/Data center support
03.2012 - 07.2013
Help Desk Support Associate
Help Desk Support Associate
09.2011 - 03.2012
Help Desk Analyst I
Help Desk Analyst I
11.2010 - 03.2011
Technical Support
Technical Support
11.2009 - 04.2010
High School Diploma -
Overland High School
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