Rebecca Darr

Over a decade of experience as a lead infrastructure and server engineer managing high end systems, providing excellent service to the customers and the business leaders. Primary engineer for a 10+ Terra-byte VMware environment supporting all Windows production, staging, QA and Development environments. Lead project manager and technical resource for all go to market projects within the corporate environments representing millions of dollars. Adaptive and voracious learner. Developed a system that successfully migrated all 149 production and staging environment websites to private cloud. Managed large technical customer facing projects by mitigating and reducing risk. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

• Help Desk II Technician, Transportation Insight, Overland Park, KS, 07/2018, Present, Identify, diagnose, and resolve Level One problems for users of personal computer software and hardware, network, the Internet and new computer technology; communicates solutions to end-users., Provide one-on-one end-user problem resolution over the phone for approved Personal Computer (PC) software., Track, tag, and assist in the configuration of end-user PC desktop hardware, software and peripherals., Diagnose and resolve end-user network or local printer problems, PC hardware problems, e-mail, Internet, VPN, and local-area network access problems., Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements., Assist with minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements., Assist Infrastructure group in creating materials for end-user frequently asked questions (FAQs)., Provide backup to the Network administrator to update the permissions for associates in the network systems when properly approved tickets have been entered by management and Organizational Development., Provide backup to the Network administrator to terminate associates in the network systems when properly approved tickets have been entered by management and Organizational Development., Support all Windows 10 computers and servers, Create mailboxes, Distribution group as well as public folders within exchange., Knowledge of Whats up Gold, Cisco Amp, and Druva back up software, Zen desk ticketing system, as we all Avaya phone systems., Image machines with PXE.
• Client Support Specialist, Advanced ICU Care, St. Louis, MO, 07/2016, Present, Support Windows WIN 7 PCs and laptops for AICU clinicians and other end-users., Respond to Help Desk calls from customers and AICU staff, diagnose problems, and provide resolution or refer to the appropriate level for resolution., Track the status of Help Desk calls., Assist users with basic trouble shooting/problem solving., Communicate with customers in a timely manner regarding status of requests and resolution to problems., Install and configure new workstations., Enable functionality of eCare system on Clinician’s PCs., Assist other staff with common business application usage in LAN/WAN environment., Monitor application errors and messages and designated error queues., Resolve common problems independently, or when needed, follow escalation procedures to seek complex problem resolution in a timely manner., Document configuring decisions, technical modifications, operational and user procedures., Continuously evaluate the eCare system, troubleshoot the system, and work with the vendor to identify improvements and repairs., Proactively identify and work with the Data Centers and software vendors, to address customer service and performance issues., Effectively communicate with Clinical Staff through the initiation, status, and resolution process of Incident Management., Work technically and medically in Epic, MedTech, Cerner, and CPSI software., Monitor Epic application errors and messages within designated error queues, Assist users with basic Epic functionality, troubleshooting and problem solving
• Help Desk Technician (Consultant), Golden Oak Lending, St. Louis, MO, 05/2016, 07/2016, Installed antivirus software., Printer and Scanner maintenance., Monitored server and workstation outages., Set up user and email accounts via AD.
• Help Desk Technician, SSE (System Service Enterprise), St. Louis, MO, 07/2015, 07/2016, Performed Help desk duties, answered phones, created work order tickets., Worked within Datto firewalls., Used Kaseya on a daily basis., A.D object management and creation (user and computer accounts)., DHCP management., Workstation builds and installations., Granular data restoration., Efficient analysis of issues requiring escalation., Microsoft office troubleshooting., Basic third-party software troubleshooting., Vendor contact as needed., Network drive mapping., Basic exchange issues., Basic networking troubleshooting.