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NICOLE LIGHTHILL

Houston, TX 77082 713-409-2710 nico2710@att.net

IT/SOFTWARE CUSTOMER SUPPORT HELP DESK MANAGEMENT

Over 13 years of experience in technology support and management positions. Consistent record of meeting goals, including customer support excellence. Key contributor to multiple IT and business process improvements. Broad range of hardware, software, OS and database proficiency.

OVERVIEW:

Maintain thorough documentation of procedures for future use and other benefits to employees.

Diversified IT background; able to work on multiple systems and learn new concepts quickly.

Maintain positive, calm communications with customers to ensure fulfillment of their needs.

Excellent flexibility and reliability, including covering vacations and serving in an on-call capacity.

KNOWLEDGE & SKILLS:

Customer Support & Satisfaction; Process Improvement; Knowledge Base/Library Development; Active Directory; SharePoint; Exchange Administration; Teamwork & Collaboration; IT Troubleshooting; Network & Server Maintenance; Mobile Device Management; User Training; Technology-Business Solutions Alignment

EXPERIENCE

HARRIS COUNTY INFORMATION TECHNOLOGY CENTER Houston, TX 2004-Present

The ITC supports the mission of Harris County by developing, implementing and supporting high quality, innovative and cost effective information technology solutions.

ITC Law Enforcement User Liaison / Coordinator (2013-Present)

Interact directly with law enforcement officials on applications and issues that affect overall business processes as part of the Information Technology Center team. Assist the Business Relations Manager on end user communications and related activities. Document troubleshooting of processes for the support staff.

Built knowledge base document regarding maintenance of system (documentation did not exist previously); the document is currently being developed as a manual for all to access as a support procedure and training guide for any future system administrator to use.

Assisted in developing SharePoint page within sandbox stages in order to plan out presenting of information, including new image and logo, formatting libraries and tables, projects, future plans, and a suggestion/comments feature previously unavailable to the law enforcement community.

Contributed to documentation and reporting of issues addressed through vendors and ITC’s ticketing system (Altiris). Attended weekly Change Control Meetings documented in Altiris that noted any issues affecting the law enforcement community, informing team of all issues.

Completed training with management to learn Business/Project Analyst roles as well as training with the support team to learn the Tiburon CAD/RMS systems.

ITC Help Desk Manager / Mobile Device Specialist (2010-2013)

Managed all aspects of 24/7 Help Desk, maintaining schedule with team of 10 and 24/7 on-call status. Defined service levels/agreements and established processes to identify, track, and resolve customer issues. Supervised project managers as well as technical team members. Maintained Blackberry Enterprise Server that handled all Blackberry devices connected to county mail system, as well as SharePoint pages used by staff members for knowledge-based items. Trained staff with user account management.

Built entire knowledge base for Help Desk to reference on issues, replacing existing out-of-date method. Expedited sorting, location, and transmission of documents as a result.

Served as the 3 rd level of support, gaining trust of users for ability to handle/resolve issues at this level (e.g. security access, Exchange matters, mobile device issues, hardware/software problems).

Handled all requests effectively for personal mobile devices, including tablets and phones, with all carriers, makes, and models supported.

Preserved integrity and security of data, reports and access through the implementation of company policies, technical procedures and standards. - continued -

NICOLE LIGHTHILL, 2

713-409-2710 nico2710@att.net

LAN Administrator / Mobile Device Specialist (2005-2010)

Scheduled, oversaw, and maintained installations and upgrade in accordance with IT policies and procedures. Handled user account management requests and assisted users with any mobile devices accessing the county network. Developed and promoted standard operating procedures (SOPs).

Actively involved in maintenance of Exchange servers, including installing updates, troubleshooting critical issues, restoring mailboxes, and synching address books, Exmerge, and public folders.

Maintained accounts via Active Directory and Exchange Management; set up accounts on mobile devices, verified need for mobile access, and confirmed security-level access to be granted.

Supported and maintained Citrix Presentation servers. Published applications, granted rights to users, installed updates, and contributed to issue troubleshooting. Additionally assisted users with setting up Citrix on mobile devices and PCs, addressing all inquiries.

Created and maintained comprehensive database/library of supporting documentation for operating system, hardware, and software configuration (subsequently upgraded to SharePoint site).

ITC Help Desk Technician (2004-2005)

Provided Tier 1 and Tier 2 hardware and software support. Performed root cause analyses and created checklists to address/resolve typical issues. Maintained knowledge base and call tracking database to improve quality of problem resolutions; utilized problem management database and help desk as needed. Contributed to customer support and training initiatives, as well as providing training to less experienced team members. Identified and resolved issues with equipment/systems using established procedures.

Became the first Tier 1 employee to earn access to Citrix and Active Directory; worked

effectively within a strong team environment, sharing information and assisting others frequently.

Provided technical guidance and informal training to end users in the field using a variety of different hardware and software systems.

Troubleshot and restored routine service and equipment issues through analysis, identification, and repair of faults/symptoms via established processes.

PRIOR POSITIONS:

Technical Services Specialist, Initial Staffing Services Provided technical services desk support, coordinating support issues among the appropriate corporate groups to expedite customer resolutions. Communicated critical issues to management and feedback on improving IT support processes.

Help Desk Analyst, Sterling Electronics Performed troubleshooting of hardware and software issues that included WDSII, network computers and printers, CRT terminals, and modems. Evaluated and resolved UNIX and Windows NT problems for 39 branch offices as well as the corporate office.

Manufacturers Integration, Universal Computer Systems, Inc. Trained and supervised temporary staff of up to 75 on various processes. Supervised and worked with others on the 10-member Help Desk team in providing comprehensive customer support.

EDUCATION & CREDENTIALS

Bachelor’s Degree STEPHEN F. AUSTIN UNIVERSITY, Nacogdoches, TX

Technology Skills Tiburon MobileCOM, ARS/RMS, MS Office XP -2012; Windows Server 2000-2008, Windows 7- NT; Windows for Workgroups; and MS DOS; SharePoint; Active Directory, Exchange; Mobile Device Management i.e. AC_SWM for Android; Blackberry Desktop Software; JL Commander; MRemote; Altiris; Citrix Metaframe to XenApp65 Servers; BES 5.02; SA-Expert Advisor; Open Mail Client; Tiny Term; WDSIIO/S; UNIX R4.11MU03 Generic AViiON Mc88110; IBM Mainframe ES9000; Hardware: MDTs; Mobile devices from BlackBerrys, Android, iPhones to Tablets and iPad's supporting ActiveSync, Citrix Receiver, VPN, Lync on personal devices.