708 Yvonne Dr. Concord, NC 28027

H: 704.455.8994                                                                                       email: bevy_14@yahoo.com

C: 704.575.1400                                                                                       LinkedIn Profile: Beverly Shane

 

·          Accomplished Tier II/III Technical Support Engineer with a background in Infrastructure Field Engineer and System Analyst with 15+ years of experience in Hands On experience building Infrastructures, Cabling/Racking, Testing, Data Circuit turn ups/disconnects, mobility deployment/support technical support through use of break/fix ticketing systems, move, add, changes and projects for Fortune 500 companies.

 

·          15+ years of progressive network/computer operations experience in large global airline, financial industry administer and agriculture industry, customer facing onsite support, phone support, and remote access support to meet clients SLA requirements.

 

·          Experienced in hardware/software, deployments/installation, software/hardware support for desktops, laptops, printers, O365, Email Migrations, iOS, MDM’s, Active Sync, Blackberry Enterprise Synchronizations, wireless devices, networks, data circuits, servers, routers, switches, racking, cabling and telecommunications devices.

 

·          Perform new installations, De-installation, Migrations and relocations for all IT devices for Networks Desktops and cabling for Data Centers, classrooms, training rooms, offices, airports, airport facilities, medical facilities, conference rooms, remote/off site locations, Network/Telecom rooms.

 

·          Workstations/Laptops/Network devices Staging, Imaging, configuring, data migration, remote access setup, SCCM, SMS, VPN setup, hard drive encryption, troubleshooting, asset management and user training for desktops, laptops and printers.

·          Knowledge of Active Directory/Azure, OU structures, group policy, unlocks accounts, groups, objects and attributes.

 

·          Knowledge and skills in Network Protocol TCP/IP, DNS, DHCP Scopes, and VLAN's, Static/DHCP; prove results in project management, team leadership, and mentoring others.

·          Excellent communication and diagnostic skills consistently solve problems and rarely escalate issues.

·          Proactive self-starter known to initiate process and system improvements to increase system stability while maintaining a solid reputation for productivity, complex problem resolution and professionalism.

 

 

TECHNOLOGIES

Ÿ Windows 8, 7	Ÿ Data Centers	Ÿ iOS/MDM	Ÿ Cloud Solutions	Ÿ Symantec Antivirus
Ÿ Office 365, 2013	Ÿ CISCO Routers/Switches	Ÿ iOS Apps	Ÿ VM Environment	Ÿ Service Now
Ÿ OWA/OneDrive	Ÿ Infrastructure Builds        Builds/Setup	Ÿ Mobile Devices	Ÿ Imaging	Ÿ Hardware Rollouts
Ÿ Azure Active Directory	Ÿ Racking/Stacking/Cabling	Ÿ VPN/Juniper	Ÿ Storage Solutions	Ÿ EPIC/EMR
Ÿ Active Directory Ÿ Email Migration Ÿ Data Migration	Ÿ LAN\WAN\WLAN Ÿ TCP/IP Ÿ DNS/IP Printing	Ÿ Thin Clients Ÿ Citrix (XEN APPS) Ÿ VDI/VMWare	Ÿ Microsoft Deployment Tool Ÿ OS Migrations	Ÿ Life Cycle Management Ÿ Equipment Refresh Projects

 

 

Accomplishments

 

·            Migrated a Live Production Data Center for a Global organization into a new facility. Implementing new data circuits, rerouting/restructuring of MPLS, introduced Cloud Computing environment. Strategic planning of decommissioning legacy hardware, applications, uninstalling/relocating/shipping and installation/racking, stacking and cabling of LAN-WAN Network devices.

 

·            Migrated 1000 Wireless Mobile Device users across North America over to a new Wireless Carrier. (iPhones, iPads, Mobile Phones)

·            Implementation/Migration of Office 365 of over 2000 users. OneDrive, SharePoint, OneNote, OWA.

·            Outlook 2013 migration from Exchange servers to Microsoft Hybrid Cloud (On Premises, Off Premises) of over 2000 users.

·            Successfully rolled out software packages to Line of Business for new/existing applications to approximately 5000 end users.

·            Implemented EPIC EMR and EHR Dimension in medical facilities, clinics and hospital throughout NC and SC.

·            Piloted and Implementing Windows 7 for over 5000 users in the financial industry.

·            Assist in testing Financial Line of Business image/overlay.

·            Contributed significantly to the success of a two-year global information technology migration project for a major airline involved more than 18,000 workstations, infrastructures, networks, routers, switches, T1s, T3s, and new cabling at each of 100 sites; final phase was to switch two global airline reservation systems into one – within a four-hour window.

 

 

 

 

·           Project Coordination for deployments of multiple sites technology refresh projects which consisted of site surveys, de-installs of existing devices (networks, workstations, printers, servers, kiosk, data circuits, routers, switches) implementation of all devices.

 

·           Equipped/installed aircraft maintenance facility with 85+ devices (Network, Workstations and Printers) in only five days.

 

·           Installed more than 400 devices at new airline training facility for pilots and flight attendants; each device had to be un-boxed, imaged, configured, installed, and tested – all in a three-month period.

 

 

 

 

Professional Experiences

 

O365 Onboarding Engineer      Feb 2015 - Present

Microsoft, Charlotte, NC

•                                                                                                                                               Execute, manage and lead a set of Office 365 customers and partners thru the Onboarding technical process.
•                                                                                                                                               Assist customers with transforming their traditional on premises deployment approach to an automated Onboarding Service for customers larger than 150 seats in Office 365.
•                                                                                                                                               Drive the technical execution and provide automation improvements to maintain customer and partner satisfaction during the Deployment phase.
•                                                                                                                                               Understanding and troubleshooting skills of email systems (Exchange 2007, 2010, 2013), DNS, Internet concepts, connectivity and migrations.
•                                                                                                                                               Demonstrates exceptionally strong and transparent working relationships with the aforementioned teams to deliver expected customer and business results.
•                                                                                                                                               Cloud competency understanding of services and the complexity of the issues that arise in migrations and deployment to the cloud.
•                                                                                                                                               Assist Office 365 customers/partners with configuration of onboarding tools and processes technology.
•                                                                                                                                               Analyze, develop and communicate key Onboarding process and technology improvement feedback for Office 365 Onboarding and entire deployment cycle.
•                                                                                                                                               Customer/Partner Focus: proven experience driving business impact based on a deep understanding of customer and partner needs.
•                                                                                                                                               Self-driven engaging Onboarding Engineer with proven history of demonstrated technical skills and leadership.
•                                                                                                                                               Strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries.
•                                                                                                                                               Lead, manage, build and deliver customer and partner business results thru an engineering or professional services team.
•                                                                                                                                               Strong problem solving ability ranging from conceptualization to implementation.
•                                                                                                                                               Microsoft Office 365 technical competency: Possess a broad knowledgebase of Office 365 technical architecture.

 

IT System Analyst      May 2013 – Feb 2015

Chiquita Brands International, Charlotte, NC

 

·   Provide direct Tier II/III support on for all corporate Mobile Devices (iPhones/iPad’s/Tablets) laptops, desktops, printers and Data Center hardware and software environment. Assists associates in establishing PC and Mobile Wireless hardware and software configurations, resolving general problems and training individuals in the use of their hardware and software.

 

·   Perform project resource to the development organization providing technical and business analysis and recommendations. Projects: Data Center Migration, Mobile Wireless Migration, Office 365 Implementation.

 

·   O365 Migration: Mailbox size Management, Connectivity, AD GPO’s, setup O365 Accounts through O365 Portal, License Activation and verification.

 

·   Ensure OUTLOOK connectivity on all wireless mobiles device (iPhones/iPhones), laptops/workstations post O365 Migration.

 

·   Train user on use of OWA and Lync on wireless mobile devices, laptops and desktops.

 

·   Implementation of OneDrive file storage. Syncing of all files to decommission use of network home drives.

 

·   Train user’s on use of OneDrive, syncing of files, sharing files, accessing OneDrive on mobile devices.

 

·   Server Backups, File Restoration, Disaster Recovery.

 

·   Direct Support on PC/LAN hardware and software issues within the company’s HQ/Data Center facilities.

 

·   Provide global support and assistance to Chiquita employees in the areas of Mobile device (BES & iOS) hardware and software.

 

·   Ensure the company’s PC’s, LAN and Mobile device technology are properly maintained in alignment with corporate guidelines, policies and standards.

 

·   Administer support of Active Directory GPO’s, Password Resets, and OU structure.

 

·   Provided onsite Data Center support of all Infrastructure equipment (VMAX, VM’s, Fiber Brocades, Data Domains, Equal Logics, Tape Library, Server Blade Chassis, Nexus 7000, Riverbed Cascades, Steelheads, Fortinet’s, DMZ, CISCO Routers/Switches, UCS), structured cabling/racking, LAN/WAN/WLAN network, telecommunications, and maintenance of computer equipment.

 

·   Frequent interaction with telecom Vendors, Infrastructure Vendors and Supply Vendors.

 

·   Control the inventory of all Data Center equipment and wireless mobile devices.

 

·   MDM Mobile Iron, Mobile Iron Server (Core 7.5), Blackberry Enterprise Server (BES) support & administration.

 

·   Exchange ActiveSync, and iOS integration

 

·   Support desktop technologies Windows 7, MS Office 365, OneDrive, OneNote, Lync 2013, MS Office 2010, Outlook2007/2010/2013, VMWare, web browsers IE 9 and 11, anti-virus, Ethernet Local Area Networks, Wireless and Mobile Wireless, printers and scanners.

 

·   Daily use of ticketing system Service Now for Break/Fix Incidents, Application/Hardware Request and Change Request, through ITIL certified protocol.

 

·   Strong in customer orientation, customer service and communications skills.

 

 

 

 

   DESKTOP SUPPORT TECHNICIAN III Dec 2011 – Feb 2013

Wells Fargo, N.A Charlotte, NC

 

·   Provide daily 2nd and 3rd level support to over 5000 end users on Dell, IBM, HP workstations and laptops.

 

·   Support Windows 7, XP, Cisco Client Security, Active Directory, Lotus Notes, Outlook 2010, 2007, MS Office 2010, 2007, VPN, Call Center applications, Financial/Banking Mainframe applications (3270 emulators, SNA, Attachmate) (RUMBA, Wy Suite)

 

·   Implementation of Windows 7 64 bit with banking financial applications.

·   Workstation/Laptop Migration to Windows 7.

·   Domain Migration due to corporate merger.

·   Specializes in various projects Testing/Implementing/Deployment of new software packages, images/builds, hardware, Smart Boards, AD OU policy and group implementations and OU moves. Screen Saver Testing.

 

·   Ticket system - WebTrax, Remedy (PAC2000).

·   Image/Deploy Dell/IBM/HP Workstations/Laptops through use of SMS packaging for COE Overlay software builds.

·   Earned solid reputation for resolving complex issues and providing exceptional customer service.

·   Setup/Installation of USB Broadband Air cards.

·   Administer onsite technical support along with remote support through use of remote access NetOp, RDP, Windows Remote Assistant, LYNC 2010, LiveMeeting and NetMeeting.

·   Setup HP, Lexmark, Ricoh, network printers via IP address, DNS printing and AD Print Groups.

 

End User Technology Specialist Aug 2011 – Dec 2011

Novant Healthcare, Mooresville, NC

·   EPIC Technical Dress Rehearsal

·   EMR  and EHR Dimension Implementation

·   EPIC testing within Citrix Applications – Verify EPIC launches, test patient transaction query, billing, appointments, printing (client side and server side) and scanning capabilities.

·   Coordinate workflow for equipment installation and testing of EPIC on workstations, laptops and tablets.

·   Installation of scanners, label printers and BCA laptop.

·   Migration of Workstations, Laptops, Thin Clients and Tablets XP and Windows 7.

·   Imaging/Installation/Support of Laptops, Thin Clients and Tablets.

·   Identify and establish network connectivity for data jacks in clinics/facilities and communication / IT rooms.

·   Identify cables in communication/IT rooms on patch panels, patch in to appropriate switch.

·   Follow protocol for work order request. (addresses, LAN/WAN connectivity, cable pulls)

 

System Analyst May 2011 – July 2011

TYCO – Scott Safety Monroe, NC

·   Provide Daily technical support to over 1000 end users through use of break/ fix ticketing system, emails and phone calls related to Windows 7, XP, Microsoft Office 2010/2007, Outlook, Wireless Connectivity and VPN Connection.

 

·   Migrate end user from XP to Windows 7, new domain and back up data.

 

·   Image DELL Desktop and Laptops with Windows 7 and XP via Ghost Imaging Process.

 

·   Perform Move, Add, Changes, and Installation of software applications, desktops, laptops, printers and VoIP phones.

 

·   Upgrade anti-virus McAfee; Coordinate scheduling of remote users to deploy McAfee upgrade.

 

·   Research and Resolve complex issues pertaining to software and device performance.

 

DESKTOP SUPPORT TECHNICIAN III Dec 2009 – May 2011

Wells Fargo, N.A Charlotte, NC

·   Provide daily 2nd and 3rd level support to over 5000 end users on Dell, IBM, HP workstations and laptops.

 

 

·   Support Windows 7, XP, Novell Client, Cisco Security, Active Directory, Lotus Notes, Outlook 2007, MS Office 2007, VPN, Secure Zip, Docuware, Call Center applications (NICE) Omni Pay, Genesys, Thompson One, Financial/Banking Mainframe applications (3270 emulators, SNA, Attachmate) (RUMBA, Wy Suite)

 

·   Pilot /Implementation of Windows 7 64 bit.

 

·   Ticket system - WebTrax, Remedy (PAC2000).

 

·   Image/Deploy Dell/IBM/HP Workstations/Laptops use of SMS packaging for COE Overlay software builds.

 

·   Knowledge of SQL Queries, test and deploy software packages (WISE Packages, Executables and Batch files) to workstations and laptops through SMS.

 

·   Created and revised Document Libraries on Share Points.

 

·   Specializes in new software deployment projects for the banking industries.

 

·   Encrypt hard drives with Win Magic Securedoc and PointSec.

 

·   Utilized Robocopy to migrate user's data.

 

·   Setup/Installation of USB Broadband Air cards.

 

·   Administer onsite technical support along with remote support through use of remote access NetOp, RDP, Windows Remote Assistant, LiveMeeting and NetMeeting.

 

·   Ensure laptop users are able to connect wireless in various types of locations, on site, hotels, airports, and home; verify wired connections.

 

·   Setup HP, Lexmark, Ricoh, network printers via IP address and printer host name.

System Analyst Sept 2009 – Dec 2009

Ernst & Young, LLC, Charlotte, NC

·   Support over 300 end users hardware/software on Dell Laptops and HP printers through daily break fix Remedy ticketing system within a (4) hour SLA requirement.

 

 

 

 

·   Provide wireless connectivity assistance and support for end users at remote sites (offices, hotels, home, airports) through use of remote connectivity applications VPN, Adventail, iPass and Odyssey.

 

·   Daily support of email application Lotus Notes 8 (Replication Issues, Calendar Issues, Local/Server Mail file issues, Installing/Uninstalling Lotus Notes and troubleshooting connectivity issues.

 

·   Heavily engaged in the laptop fresh project which consist of data migration/backup and Imaging laptops through the use of SMS to Export/Import data and deliver software packages through use of SMS, upgrade from MS Office 2003 to MS Office 2007, Lotus Notes 6.5 to Lotus Notes 8.2, Symantec Anti-Virus and Internet Explorer 6.0 to Internet Explorer 7.0 with in Windows XP.

 

 

·   Back up data by exporting data to servers and importing data onto new Dell laptop's (Latitude E6400) through use of SMS delivery. Troubleshoot and resolve issues with software delivery packages through SMS.

 

 

·   Blackberry support, Enterprise activation, setting up corporate email on Blackberry's. 

 

DESKTOP / NETWORK FIELD ENGINEER May 1998 – July 2008

EDS – US Airways Account, Charlotte, NC

·   Responsible for fulfilling customers' needs for IT installations/deployments perform daily break/fix. Move, add, changes and project pertaining to workstations, laptops, printers, servers, CISCO routers, CISCO switches, wireless Access Points (WI-FI) and kiosk for over 7,000 users in approximately 100 locations. Each site varied in device count from 10 to over 1000 devices.

 

 

·   Maintained and met client's service level agreements (SLA) standard of one hour to respond and four hours to resolve (no outage tolerance) for break/fix through the use of ticketing systems Service Center, BMC Service Desk Express, Peregrine and Remedy. Provided technical support in customer facing environment and phone support for over 7,000 users as well as administering remote support through the use of Carbon Copy.

 

 

·   Provide technical support on hardware devices. Repair/Replace hardware failure devices or whole unit swaps for Hard Drives, RAM, NIC's, power supplies, graphic cards, wireless cards, system boards, desktops, keyboards, monitors, printers, servers, switches, routers, UPS, fiber converter box, patch cables, access points.

 

 

·   Desktop Support - Stage, Image, Ghost, Data Migration, Configure workstations/laptops in multiple quantities simultaneously (10 or more through use of KVM switches, Altiris deployment servers, cd's and dvd's) or by one at a time.

·   Migration of over 18,000 workstations across the United States from Dumb Terminals and Windows Workstations.

 

 

·   Software deployment, packaging and Asset Management through use of Altiris.

 

 

·   Manage user accounts, pc naming accounts and policies through Active Directory.

 

 

 

·   CISCO VPN installation and support. Verify VPN connectivity to host servers.

 

 

·   Anti-Virus (Symantec, McAfee, Norton) Installation and troubleshooting to ensure definitions, updates and scheduler are applied and functioning properly.

 

 

·   Printer Setup, Configure, LAN/WAN connectivity, TCP/IP addressing, Installation Deployment.

 

 

·   Hands On problem determination of LAN/WAN Connectivity, VLAN device placement on switches, Provide onsite support for remote network groups of preconfigured routers, switches, servers, DSU/CSU's and UPS.

 

 

·   Communication Room setups of racks, patch panels, punch downs, and cable patching, Install fiber optic UTP converters for multi and single mode to convert fiber to copper. Install preconfigured CISCO routers, CISCO switches and HP/Compaq servers. Device placement on VLAN's for specified IP scopes provided by network groups. Verify LAN/WAN connectivity through data circuits T1's, T3's Gigabits and infrastructure devices.

 

 

·   Communication Room Equipment Setup, Support and Problem Determination of Racks, Servers, Routers, Switches, Patch Panels, Multi Plexors Fiber Optic Converters, D-Marks, Data Circuits, DSU/CSU's, Cabling and UPS. Proper VLAN placement of device.

 

 

·   Cabling support and verification through terminations, punch downs, continuity, cable toners and tester, MOD-TAPS and flukes on CAT6, CAT5E, Fiber Optic Single and Multi-Mode Fiber on Ethernet and Coax.

 

·   Provided technical support, Upgrades, Deployment and Installation for kiosks, WI-FI devices (Access Points) RF equipment TELXON/SYMBOL PTCS palm pads, RF scanners and RF access points.

 

 

Education & Credentials

·   ITIL Foundation Certification in IT Service Management

People Cert Group License GR750073129BS, October 2013

· Rowan Cabarrus County Community College, 1997 ² Salisbury, NC ²

Information Technology – Business Computer Programming A.A.S

 

·   Accounting Certificate ²

 

·   Business Computer Programming Certificate ²