Hi, I’m
Shamika Hill-Trammell
Cumming,GA
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
16
years of professional experience
Work History
ProTech Services, American Residential Services
IT Helpdesk Support
2023.05 - Current (1 year & 4 months)
Job overview
- Configured hardware and granted system permissions to new and existing employees/users.
- Configured hardware and software to set up work stations for employees.
- Experience is setting up applications and managing users in OKTA.
- Patched software and installed new versions to eliminate security problems and protect data in WorkspaceOne.
- Performed working knowledge of VPN-Client.
- Assigned licenses through Scriptrunner and Active Directory for Identity and Access Management.
- Responsibilities include on call weekly rotations for after-hour support.
- Developed and maintained detailed training documents to streamline support within Confluence.
- Managed over 25 internal tickets per day.
- Utilized and implemented Cloud flare as additional firewall to use across Enterprise.
Unbridled Technologies, Pizza Hut Digital & Technology
Technical Support Analyst
2022.10 - 2023.05 (7 months)
Job overview
- Assist internal users with business applications, POS, hardware, and software system problems.
- Performed within Linux Ubuntu distribution using basic to expert Linux commands on command line based environment.
- Managed disks and file systems within POS Systems for their Inventory and Dragon tail software.
- Assisted end users via phone, email, and chat support.
- Monitored food industry network using SolarWinds.
- Escalated problem tickets within department guidelines when unable to resolve.
- Assisted with Alerts and Self- Service Incidents.
UPS Supply Chain Solutions
Hub Admin Assistant
2022.04 - 2023.05 (1 year & 1 month)
Job overview
- Tracked hazardous materials (hazmat).
- Prepare Universal Load Device (ULD) manifests and other hazmat paperwork.
- Adhered to all defined safety protocols, company requirements and federal and local laws to maintain safe and controlled environments.
- Managed disposal of non-hazardous and special waste by Class of the item.
- Arranged pick-ups, managed documentation and reported quantities of waste to help coordinators make appropriate planning decisions.
Peak Technologies
Junior Solutions Engineer|Sr. Tech Support Lead
2018.09 - 2022.04 (3 years & 7 months)
Job overview
- Maintained working knowledge of software applications, such as Workspace One AirWatch, Managed Tel, SOTI MobiControl, and Samsung Knox management tool, Mobile Iron.
- Assisted warehouse and solution engineers as needed with setup, configuration, and maintenance of system software and remote access to multiple devices using VMWare, Remote Desktop Connections or Remote Management Tools.
- Led meetings with departmental managers to review project status, propose changes and draft action plans.
- Subject matter expert in all facets related to each book of business that required knowledge of enterprise mobility management solutions; including cloud services (Azure).
- Provided technical guidance or support for the development or troubleshooting of systems.
- Created and updated training modules and process documents for the technical support department.
- Remote troubleshooting and diagnostics of end user's mobile and rugged devices
- Cross-trained existing employees to maximize team agility and performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Supported project planning team to promptly address hardware and software problems and network emergencies.
- Provided technical solutions for multiple Enterprises.
- Served as liaison between user community and software providers.
Spectrum
Billing Specialist
2016.11 - 2018.05 (1 year & 6 months)
Job overview
- Determined charges for services requested, collect deposits or payments, or arrange for billing.
- Managed representative and customer interactions professionally and effectively.
- Utilized CRM Systems, Knowledgebase, SharePoint, and ICOMS billing system.
- Handled account payments and provided information regarding outstanding balances.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
Time Warner Cable
Quality Advocate
2014.04 - 2016.11 (2 years & 7 months)
Job overview
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Designed or implemented improvements in communication, monitoring, or enforcement of compliance standards.
- Identify compliance issues that require follow-up or investigation.
- Provide assistance to over 20 internal or external auditors in compliance reviews.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- SolarWinds used for network monitoring and generating reports.
- Analyzed quality and performance data to support operational decision-making.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
Insight Communications
Technical Help Desk Analyst
2007.03 - 2014.04 (7 years & 1 month)
Job overview
- Identified causes of networking problems, using diagnostic testing software and equipment.
- Configured and troubleshot VoIP and multi-media distributed systems and platforms (i.e. ftp files, webpages, Unified).
- Troubleshoot network or connectivity problems for users or user groups.
- Documented help desk requests and resolutions
- Provided telephone support related to networking or connectivity issues.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Executed internet protocol/network commands to resolve network connection issues within command prompt.
- Provided customer support and technical support to over 50 customers daily
Education
SULLIVAN UNIVERSITY , Louisville, KY
Bachelor of Science from Information Technology
12.2023
SULLIVAN UNIVERSITY , Louisville, KY
Associate of Science from Computer And Information Sciences
06.2018
Skills
- Microsoft Office (10+ years)
- Mobile Device Management (4 years)
- Mobile applications (10+ years); iOS, Android, Windows
- Training & development (10+ years)
- Help Desk Support (10+ years)
- Customer Service Support (10+ years)
- VMWare (3 years)
- Citrix Cloud (2 years)
- Microsoft Azure (2years)
- Active Directory (6 years)
- APIs (2 years)
- ServiceNow (2 years)
- Linux-SQL Server (2years)
- Linux-Ubuntu (2 years)
- POS (2 years)
- Script Runner
Timeline
IT Helpdesk Support
ProTech Services, American Residential Services
2023.05 - Current (1 year & 4 months)
Technical Support Analyst
Unbridled Technologies, Pizza Hut Digital & Technology
2022.10 - 2023.05 (7 months)
Hub Admin Assistant
UPS Supply Chain Solutions
2022.04 - 2023.05 (1 year & 1 month)
Junior Solutions Engineer|Sr. Tech Support Lead
Peak Technologies
2018.09 - 2022.04 (3 years & 7 months)
Billing Specialist
Spectrum
2016.11 - 2018.05 (1 year & 6 months)
Quality Advocate
Time Warner Cable
2014.04 - 2016.11 (2 years & 7 months)
Technical Help Desk Analyst
Insight Communications
2007.03 - 2014.04 (7 years & 1 month)
SULLIVAN UNIVERSITY
Bachelor of Science from Information Technology
SULLIVAN UNIVERSITY
Associate of Science from Computer And Information Sciences
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