Wendy Golson
Durham,NC
Summary
Experienced Information Technology professional with 20+ years of specialized knowledge in Windows based products, hardware, software, and helpdesk. Highly skilled in interpersonal communication, collaboration, leadership, and attention to detail.
Overview
21
21
years of professional experience
Work History
Premier Technical Support Specialist
Lenovo
08.2021 - Current
- As a Premier Technical Support Specialist, I have worked with customers in resolving technical issues beyond the standard level one support most provide
- Daily activities include but are not limited to:
- Provide support via email and phone while accurately diagnosing reported problems within our client’s product environment (notebooks, desktops, and tablets), dispatching parts and service to customer sites as needed
- Handle customer escalations with support from our Level 2 Engineers and Technical Account Managers as needed
- Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service-related issues
- Troubleshoot to identify hardware and software issues in many different customer environments
- Advise and educate customers through a combination of experience/documentation to ensure a solution
- Translate complex technical details/instructions to each customer’s level
- Provide closed loop feedback on recurring issues with teammates and relevant engineering staff
- Work with Technical Account Managers (TAM) to monitor and track issues to ensure accurate resolution
- Actively monitor case workload and drive to closure within SLA’s
- Experienced with Windows Operating Systems, Microsoft Products, and Command line troubleshooting
- Knowledge/Experience with Network Hardware/Software setup and troubleshooting, including wireless networks
- Experienced in working with Workstations and RAID Storage Arrays
- Experienced in with computer Peripherals and their interfaces
- Experienced with PC Products (Desktop, Notebook, and Tablets), experience with Lenovo hardware
- Proven troubleshooting skills
- Quick learner with a proven ability to learn new and changing technologies
- Multi-tasker with the ability to prioritize in a fast paced, dynamic work environment
- Experienced within an IT Services environment
Desktop Onsite Engineer/EUC Analyst
TATA CONSULTANCY
05.2021 - 08.2021
- Showed thorough understanding on networking (both passive and active)
- Good understanding on DNS, DHCP and related technologies
- Displayed a strong understanding on PRI, ILL, WAN and LAN topologies and related infrastructure deployments in data center
- Working in an infrastructure critical environment and understands how technology adds value to the business
- BYOD related technologies, processes and procedures that allow users to access business applications on personal devices
- Smartphone and tablet operating systems and hardware, particularly Apple iOS, Android and Blackberry
- MS Office Suite and Document Management System such as SharePoint, extensive technical working knowledge of the range of document production, management and MS Windows OS, and hardware and software configuration
- Extensive experience of hardware provisioning and asset tracking, monitoring, and reporting via Assyst
- Helped users engage better with existing and new technology in an environment where the users are typically under high pressure
- Strong relationships skills
- Confident in communicating at all levels in both Practice Areas and Business Services
- Highly developed written communication skills and capable of producing detailed and user-friendly communications to a varied audience
- Regularly monitored the ITSM TOOL to ensure that calls are resolved in a timely manner and to OLA
- Worked with the other Technical Support Analysts and Functional Support Analysts to ensure a quality user experience
- Owned, resolved, and escalated calls, working with other resolution teams when necessary
- Where calls need to be escalated to another team, ensure that ownership has been transferred
- Continued to adapt to the ever-changing face of technology, with users having services on many different hardware and software platforms
- Resolved calls, highlighted where gaps exist, or knowledge is incomplete or inaccurate
- Support the offshoring/outsourcing of remote work by providing knowledge transfer as required
Operations Associate/Microsoft Exchange Administrator
INFOSYS
12.2019 - 05.2021
- Address and respond to issues with organizational products and services, including operational function support, running scripts, troubleshooting & maintenance (i.e.: Microsoft suite and Office 365 Exchange)
- Manage accounts and licensing of Azure Active Directory (Azure AD)
- Ensure compliance to avoid SLA breach
- Tier 2 Technical Support duties and responsibilities include but not limited to:
- Resetting Passwords
- Running scripts
- Creating new mailboxes to include group and shared on O365 exchange
- Managing accounts and licensing in AD and Azure
- Troubleshooting MS Teams and Microsoft products
- Ensuring that there are no SLA breaches
- Managing tickets in queue by using Service Now
- Using VMware\vSphere to RDP to troubleshoot servers
- Using Monitoring products such as Zabbix and CMS Viewer to observe servers to keep down time to a minimum
- Experience with Windows 7/10; Microsoft Office 2013/2016/O365
- Utilizing Active Directory in both Windows Server 2008/ 2012
Field Operations Supervisor
Nielsen/Gracenote
03.2018 - 11.2019
- Supervised a team of Mobile Test Technician Drivers who performed cellular benchmarking across the United States
- Managed markets from start to finish, which included: assisting with technical troubleshooting, providing actively remote monitoring of Accuver bench-marking equipment, and daily file management
- Maintained close communication with remote teams and on-site co-workers to ensure daily compliance with bench-marking schedule
- Deployed and bench marked new 5G technologies for AT&T, Sprint, T-Mobile, and Verizon
- Ensure timely delivery of markets to avoid SLA fines
- Utilized SQL 64W, Tableau, Carrier IQ DIS 2.4 to produce correct reports
Desktop support engineer
Exlservices
06.2016 - 03.2018
- Supervised a team of IT professionals
- Provided Help Desk support for clients (i.e.: MetLife AIG, Farmers Lawyers, and several hospitals)
- Provided guidance on SFTP use and setup
- Provided server administration (i.e.: creating new accounts in Active Directory and carrying out password changes)
- Developed technical acuity within the SharePoint platform
Administrative & Technical Consultant
Mack Brother Trucking
08.2005 - 10.2017
- Created databases using Microsoft Access for all employees for submission of tax documents
- Managed driver records for gas mileage and travel logs
IS PROCESSOR
AMCOL SYSTEMS
08.2014 - 03.2016
- Managed and processed credit reporting (Equifax, Experian, TransUnion) audits; ensured that files were sent weekly with no errors in transmittal
- Maintained and exchanged daily backup tapes and verified that server backup was successful in taping and keeping a manual log of completions
- Managed letter processes through FACS link and verified that letters were sent without errors/no outstanding return mail files from vendor
- Added, removed, and managed client email acknowledgements in Visual Studio to verify that the correct employee/clients receive files
- Communicated with clients to inquire on files that have not been loaded to the SFTP/FTP site; helped prevent missing accounts and or payments
- Supported staff with password resets and unlocks in FACS Database; set up client Emails with new Clients in SQL Server and verify successful processing of the new Client files
- Adhered to company confidentiality and security policies and procedures
NCR/Helpdesk Support
ALHOLD DELHAIZE
08.2004 - 07.2005
- Completed RAID card configurations which allowed remote monitoring and ghosting procedures
- Managed computer software for Food Lion cash registers, inventory equipment servers, and personal computers – this required troubleshooting to include making sure LAN/WAN cables and all connections were secure and operable
- Performed Remote Network Administrator responsibilities
Network Administrator/Onsite Corporate Liaison
Dana /Pomeroy
09.2003 - 02.2004
- Managed company computer repairs, replacements, and upgrades via remote server
- Responsible for creating, supporting, and orientation of users
Education
Associate of Science - Network Systems Administration
Itt Technical Institute
Columbia, SC01.2014
Communications School at Twenty Nine Palms
Twenty Nine Palms, CA, United StatesSkills
- Network Administration
- A Certification
- Microsoft Hardware
- Operational Software
- ITSM Tools
- ITIL
- Service Now Ticketing
- LAN Installation
- Microsoft Windows
- FTP
- SFTP
- SQL
- Tableau
- Carrier IQ DIS 24
- Delorme mapping software
- Google products
- Microsoft Exchange Administration
- Azure
- TCP/IP
- Microsoft Suites
- Jira
- Active Directory
- VM vSphere
- PowerShell Scripting
- New Imaging Deployment
- BIOS Updates
References
References available upon request.
Timeline
Premier Technical Support Specialist
Lenovo
08.2021 - Current
Desktop Onsite Engineer/EUC Analyst
TATA CONSULTANCY
05.2021 - 08.2021
Operations Associate/Microsoft Exchange Administrator
INFOSYS
12.2019 - 05.2021
Field Operations Supervisor
Nielsen/Gracenote
03.2018 - 11.2019
Desktop support engineer
Exlservices
06.2016 - 03.2018
IS PROCESSOR
AMCOL SYSTEMS
08.2014 - 03.2016
Administrative & Technical Consultant
Mack Brother Trucking
08.2005 - 10.2017
NCR/Helpdesk Support
ALHOLD DELHAIZE
08.2004 - 07.2005
Network Administrator/Onsite Corporate Liaison
Dana /Pomeroy
09.2003 - 02.2004
Associate of Science - Network Systems Administration
Itt Technical Institute
Communications School at Twenty Nine Palms