Shemeka Stinson
Hope Hull
Summary
A technology-inclined professional who possesses strong troubleshooting capabilities and a 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. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Support Services Technician
Southern Poverty Law Center
Montgomery, Al
07.2018 - Current
- Utilizes helpdesk system to document, track and resolve end-user requests
- Assisted in planning IT projects from inception to completion, contributing valuable insights from a support services perspective throughout the process.
- Collaborated with teams to troubleshoot and resolve user inquiries efficiently.
- Assisted in managing IT inventory and asset tracking for organizational resources.
- Hardware (computing, A/V) troubleshooting, support, maintenance and replacement
- Utilize Active Directory and Microsoft Azure for account management tasks
- A/V configuration, testing, setup and on-site assistance for presentations, events and legal trial support; set up and support classroom and conference training rooms and equipment
- Effective troubleshooting and resolution of hardware and software performance issues
- Assist in the documentation of system configurations and maintenance procedures
- Support of remote systems and associated users
- Facilitate new hires IT orientation
- Works with other IT Groups to resolve network, and other IT related issues as needed
- Manages collaboration and planning for media events, presentations and technical deployments
- Tracks industry trends and maintains knowledge of new technologies to better serve the client system architecture needs
- Recommends changes or solutions based on user feedback, technical issues/trends, customer requests
Information Systems Support Specialist II
State of Alabama Unified Judicial System
Montgomery, AL
05.2017 - 07.2018
- Diagnosed and resolved network or local printer problems, PC hardware problems and mainframe, e-mail, internet, and local-area network access problems
- Coordinated timely repair of PC computers, laptops, and other mobile devices/equipment covered by third-party vendor maintenance agreements
- Supported activities include problem investigation, resolution, follow-up, continuous improvement, and ensuring compliance to enterprise standards and guidelines regarding client hardware and software support
- Provided technical support for hardware and software issues across judicial systems
- Developed training materials and conducted sessions for end-users on system functionality.
- Collaborated with IT teams to troubleshoot complex system errors and optimize performance.
- Led initiatives for system upgrades, ensuring minimal disruption to court operations.
- Implemented remote access solutions enabling employees to work efficiently from offsite locations.
- Enhanced user satisfaction by providing timely technical support and troubleshooting assistance.
IT Support Specialist
CGI (Fannie Mae)
Montgomery, Al
02.2014 - 05.2017
- Provided senior-level end user support to Fannie Mae e-business users
- Maintained acceptable Service Level Agreement standards as they are established in the external and internal Standard Operating Procedures
- Monitored the production environment and manipulate the environment as needed for maintenance and planned implementations by using software such as Nettools, which is used to enable and disable traffic to application servers.
- Utilized UNIX for navigating in Directories using basic commands
- Created and develop software solutions to application errors reported
- Ensured that changes are documented in the appropriate ITSM tools
- Generated and distributed standard and ad hoc reports
- Followed up on the closures of changes and completed incidents
- Tested new software and hardware prior to deployment.
- Monitored system performance to identify potential issues
Helpdesk Technician
State of Alabama Unified Judicial System
Montgomery, AL
01.2012 - 02.2014
- Managing the State of Alabama Judicial and Court Employees user accounts and computer accounts
- Managed XP to Windows 7 Operating System migration
- Resolved technical queries promptly, ensuring minimal disruption to court operations.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Replaced and troubleshoot hardware components such as the power supply, motherboard, and memory
- Updated software and check updates on PCs as needed
- Diagnosed and resolved network or local printer problems for users of the personal computer, internet and new computer technology in a call center environment: communicate solutions to users
Education
Diploma -
Jefferson Davis High School
Montgomery, Alabama05-2003
B.S - Applied Science in Information
Troy State University
Montgomery, Alabama05-2009
Skills
- Problem resolution
- Technical documents comprehension
- Customer support
- Training and mentoring
- Software installation
- Application support
- Ticket support system management
Certification
COMPTIA Security Plus Certification
Timeline
Senior Support Services Technician
Southern Poverty Law Center
07.2018 - Current
Information Systems Support Specialist II
State of Alabama Unified Judicial System
05.2017 - 07.2018
IT Support Specialist
CGI (Fannie Mae)
02.2014 - 05.2017
Helpdesk Technician
State of Alabama Unified Judicial System
01.2012 - 02.2014
Diploma -
Jefferson Davis High School
B.S - Applied Science in Information
Troy State University